The average B2B buyer receives more than 100 email a day. They switch between tasks 300 times a day, and use 56 different apps or websites. Let’s face it, we’re overwhelmed with content. Economist and social scientist Herbert Simon put it best when he said, “a wealth of information creates …more
Today is “Pretend to be a Time Traveler” day. So, we’re going to do just that. What would a time traveler from, say, 125 years ago, think of some of our customer experiences? What would surprise them? What would delight them? And what could we do differently to recapture some …more
The marketing world has changed. We’ve moved from a broadcast model, to a conversation model. It’s no longer about yelling your message to unwilling recipients. It’s about authentic conversations that change minds and behaviors. Comedians get this, which is why they’re able to influence your thinking, without you even knowing …more
We start the week with a special, 2-part crossover episode with Marshall Kirkpatrick and the Sprinklr Coffee Club. And wrap things up episodes about solving customer experience issues before they happen, and the unified front office. Sandwiched in between we take a moment to appreciate the genius, passion, and vision …more
95% of consumers will tell someone else about a bad customer experience. That’s why delivering great customer experiences has become paramount. In this special CXM Experience episode I share my DMEXCO (The Digital Marketing Exposition & Conference) presentation that includes a look at how to truly delight your customers. See …more
We soar to new heights this episode as we look at how Otis Elevators uses the Internet of Things (IoT) to actually solve problems before they happen. It’s practically magic, and it’s a fascinating look at how to create mind-bending experiences that keep your customers happy. See all Copernican Shift …more
So sad to hear the news about Tony Hsieh. He was a forward-thinking, visionary entrepreneur who was deeply committed to customer satisfaction. This Tony quote pretty much sums up his focus: “Our philosophy is about delivering happiness to our customers and employees.” Simple… and powerful. His passion and creativity will …more
Part 2 of our special Coffee Club crossover edition (if you haven’t listened to Part 1 yet, here’s the link). Marshall Kirkpatrick and I talk about eating your own dog food (or, drinking your own champagne, as we like to call it), and offer some strategies for accelerating your digital …more
In part 1 of this special crossover edition, I join Marshall Kirkpatrick on the Sprinklr Coffee Club videocast where we look at Digital Transformation. Digital transformation is so much more than digitizing documents. It’s a fundamental shift in the way we treat current and future customers. And who better to …more
What are you thankful for this week? I’m thankful (among other things) that I can share these podcast episodes with you. This week features delicious conversations with a couple of my favorite people, a generous helping of a (mostly) amazing Amazon customer experience, a side of Franksgiving miracle, and a …more
Hopefully, you’re listening to your customers (if not, jump back to Episode #2 to learn why you should). And if you’re listening …more
Today, the US Thanksgiving holiday is steeped in warm feelings of gratitude and Norman Rockwell-inspired family gatherings. But it wasn’t always that way. …more
When is a fad not a fad? We’re seeing many of the same attitudes around blockchain today as we saw around the …more
A missing package leads to a mostly-positive Amazon chat bot adventure… and a satisfied customer. It’s a modern customer experience, fueled by …more
Marc Stoiber, brand expert extraordinaire, joins me for a conversation about category creation, the collective wisdom of online communities, and the karma …more
A lot of focus this week on listening to your customers. Modern channels (listen here if you need a refresher) are perfect …more
Every winter, the Rockefeller Center in New York displays a beautiful, stately, lush Christmas tree. Or do they? This year’s tree borders …more
Humans have always been communicators. And for most of our history that communication has been 1:1 (or 1: few). Until the 20th …more
Nobody knows customer experience better than Disney. Today we celebrate the birthday of the cartoon mouse who started it all, and look …more
What does a 100-year-old chemical company know about social marketing and customer experience? A lot, actually. Rust-Oleum is using modern channels to …more
Every year, Sprinklr partners with Forbes and LinkedIn to present a list of the World’s Most Influential CMOs. And every year I …more
A wide-ranging week where we look at everything from how to leverage your employees’ social networks, to buying super cool Space 1999 …more
Well, darn it. We missed CX Day (it was the first Tuesday in October). And, full disclosure, I didn’t really know CX …more
If you want to understand your customers, you need to understand their intentions. Modern channels can help. But how do you possibly …more
Science fiction, collectible toys, and a frictionless online shopping come together to create a customer experience perfect storm — in a good …more
You know you need to accelerate your digital transformation. You know you need to embrace modern channels in order to be able …more
Social content shared by employees gets 8X more engagement than the same content shared by a company. That’s why building an employee …more
What a week! But now it’s time to kick back, put on the headphones, and catch up on your favorite marketing content. …more
Humans are communicators. We always have been. Throughout history our communication channels have changed, but the desire for connection remains as strong …more
As the US election inches toward resolution, we take a look at political marketing, polling, focus groups, and why your B2B marketing …more
