Apple’s Steve Jobs famously said, “A lot of times people don’t know what they want until you show it to them,” and this couldn’t be truer when it comes to meeting the expectations of the hyper-connected customer. Today, they increasingly expect a personalized, relevant experience during every interaction with a company, regardless of the channel. This has led to the concept of personalization, or personalized marketing, which is a marketing strategy by which companies leverage data analysis and digital technology to deliver individualized messages and product offerings to current or prospective customers.Read More
A colleague recently bought a new car. He was thrilled and anxious to have it delivered within a couple of weeks. Not long after delivery, he received an email from the car manufacturer, featuring a promotion for the exact same car, only at a drastically reduced price.
Within a matter of seconds, the manufacturer had turned my colleague from a brand advocate to a dissatisfied customer.Read More
Your customer data and how you handle it is an indicator of how successful your business is. In fact, poor customer data management leads to bad customer experiences, slow processes and now - with the General Data Protection Regulation (GDPR) in effect - increased risk. If you’re not GDPR compliant, you face massive fines and negative attention.
How do you know if you have a customer data problem? Six signs indicate if your business has customer data management issues and if you’re not complying with the GDPR.Read More
Oh, how times have changed for retail.
Some of the biggest retailers we know have been in distress, either filing Chapter 11 bankruptcy or shutting their doors altogether. It’s not (all) Amazon’s fault, although they get the brunt of the blame. The truth is, modern consumers are savvy and have increased expectations. They demand that retailers know more about them, what they want, and what they don’t want.Read More