What is a good customer experience worth to you? What if you had a customer experience that was so powerful you could be successful without advertising or a social media presence? Trader Joes is a specialty grocery store that moved into the Richmond market a couple of years ago. From the moment the local press […]
View Post Trader Joe'sWhy Optimize Any Experience? Research suggests and most would agree that a positive, consistently good customer experience is a good thing. In fact in some cases it might even be considered a competitive advantage. My wife and I love to shop at Trader Joe’s. We look forward to our weekly visits there. Why? Because they […]
View Post loyaltyCustomer Centric Marketing Drives Purchases That’s right! Focus on the customer, and it will drive purchase behavior. I know it probably sounds as obvious to you as it does to me; however, it’s always nice to back up “feelings” with a little bit of research. Don’t you love it when you come across research that […]
View PostThis is a continuation of my recent post Emotional Marketing: What Makes Buyers Buy, where I talked about how humans are wired for emotional response and listed ways that should manifest in our marketing decisions. So today I’d like to discuss how and why storytelling is a way to captivate audiences. Emotional Appeal Marketing Stories […]
View PostThe Role of Emotions in Marketing What’s more logical: Option 1: Clearly stating the facts about your product/service offering and touting the benefits OR Option 2: Providing an illustration of your product/service offering with a killer tagline that elicits anxious excitement? Not sure? Let’s dissect it more. Option 1 may sound something like this: “Hey, […]
View PostWhy Mobile Users Unsubscribe According to a recent Vibes report, 69% of mobile phone users and 86% of “showroomers” indicated that too many messages or updates caused them to unsubscribe. Showrooming is a term used to describe consumers who use a retail location to view products but not as a place to purchase them. Before […]
View PostI co-host the weekly #usguyschat with my friend @Ken_Rosen. Influencing Behavior was the theme chosen for February 2013. The chat on Monday, 2/11/13, was moderated by Steve Birkett @Abovethestatic and Sandy Hubbard @SandyHubbard. The topic was Story Telling – The Role of Emotion in Persuading. Click here for the Science of Storytelling transcript. Questions for the […]
View PostI co-host the weekly #usguyschat with my friend @Ken_Rosen. We have chosen Influencing Behavior as our February 2013 theme. For Monday 2/4/13 the topic is The Science of Persuasion. Questions for the chat are included at the end of the post. There is some interesting research on the science of persuasion, sometimes referenced as neuroscience […]
View PostThis is a framing post for the 9/10/12 #usguyschat. The topic is inspired by a Strategy and Business article by the Strategy + Business article “Brand Transformation on the Internet” by Art Kleiner. Chat questions are provided below. What is Driving Brand Transformation? The article is an interview with Aaron Shapiro CEO of Huge, a […]
View PostWhat is Customer Experience Differentiation? Are customer service and customer experience the same thing? Though it seems like the terms are frequently used interchangeably, there is a distinction. It’s important to distinguish between the two. Customer service involves activities that connect a consumer to the brand. Interacting with staff to get answers to questions, or […]
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