This week I will be speaking at the Redesigning Local Services: Change for the Better Conference in London. My presentation, “Technology: Redesign, Not Reinvent,” explores the strong connection between technology and location-aware online services, and explains why creativity and innovation need to be utilized to reduce public spending. For those unable to attend here’s a [...]
Posted on Mar. 22, 2011 by Guest Blogger Richard Giblin
EVERYONE seems to be talking about its importance for 2011 (and beyond…)
Harry Kline expects that in 2011 the Age of the Customer will continue to gain momentum, whilst the financial impact of poor service is driving voice of the customer programs and better customer experience can be worth millions in annual revenue, according to Forrester. The ‘Business [...]
Posted on Feb. 23, 2011 by Guest Blogger Yvonne Summers
“The tipping point is that magic moment when an idea, trend, or social behavior crosses a threshold, tips, and spreads like wildfire.”
- Malcolm Gladwell (The Tipping Point)
About 10 years ago, Malcolm Gladwell published his thesis that ideas “spread just like viruses do.” The Tipping Point is predicated on people, content (the idea), and context (situational environment).
Posted on Jan. 19, 2011 by Bernie Gracy
Did you catch the headline in The Wall Street Journal yesterday? It was a masterpiece of simplicity: “Digital or Die.”
For the past 18 months, I have been immersed in a project to help Pitney Bowes create something completely digital, and completely new. Today, I experienced real joy as we announced this new service to the [...]
Posted on Jan. 06, 2011 by John Schloff
Increasingly, consumers get to control how, when and where they receive communications. Surprising, many of these contacts still take the form of paper-based mailings:
84% of consumers receive paper statements
367 billion coupons were physically printed
13 billion catalogs were distributed
In total, this added up to over 170 billion pieces of physical mail last year. So, are your [...]
Posted on Jan. 06, 2011 by Elizabeth Lee
Jonathan Dunn, Manager, Mobile Marketing Solutions at Digital Cement
We know that Smartphone use is on the rise and with it comes more people reading emails on their mobile. Market research firm Nielsen condensed all time spent on the mobile internet into one hour and found nearly half of it was spent on email. This is [...]
Posted on Jan. 04, 2011 by Guest Blogger Jonathan Dunn
The idea of “customer intimacy” is not a new one. In fact, it headlined a Harvard Business Review article back in 1993. Yet this term is now seeing resurgence across the blogosphere. So, what exactly is “customer intimacy”? Why is it important now? And how does one achieve true intimacy with one’s customers?
What is “customer [...]
Posted on Dec. 21, 2010 by Guest Blogger Donna Prestwood
I had the pleasure to attend and speak at a recent conference about social media, B2B marketing, and the future. The event was a typical Business Development Institute (BDI) gathering: lots of learning in a short period of time with some smart practitioners. I love BDI events.
As keynote, I decided to forego the customary PowerPoint presentation [...]
Posted on Dec. 16, 2010 by Matt Broder
If you read my initial post on customer onboarding, you got a sense of the top five potential pitfalls companies often encounter in creating an onboarding strategy and campaign. There are some true best practices out there as well. They are helping companies improve their onboarding process and turn more of first-time purchasers into loyal [...]
Posted on Dec. 16, 2010 by Jeffrey Nicholson
Onboarding is arguably the most important period in the entire customer lifecycle. It is the time when the foundation for a long-term, mutually beneficial relationship is set – or not. How it’s managed often determines whether customers decide to stay or go – and how strong the relationship will become.
Creating an outstanding onboarding experience is [...]
Posted on Dec. 14, 2010 by Jeffrey Nicholson