customer-centric

Made with IBM Keynote #IBMIMPACT 2014

Marie Wieck came back to discuss how to create the kind of composable business  IBM discussed on day 1. It’s critical, she says, to keep customers at the center and drive a new process from this. It’s key to use data to make better decisions, and it’s important to have the kind of scalable infrastructure you need to make this scale and deploy effectively.

Once again the focus is on IBM customers and HH Gregg came on stage to talk about their journey. As a regional retailer they need to need to differentiate themselves. In particular they have focused on providing a “friction free” shopping experience on every channel. They have historically invested in training for their staff and have tried to bring this kind of personalized service to their mobile strategy.  They determined that it was not enough to “mobilize” their existing interface, it had to reflect the different form factor and interaction patterns. Mobile had to lead not jus

March 17 ASM Web Training Discount: Nurture Customer Loyalty With Personalized Messages and Channel Alignment

Web Training, Association of Strategic Marketing March 17, 2014 at 1:00 pm ET Because James is a faculty member , you can receive 50% off the fee. When registering, use priority code 15999 and discount code Q4573634. Register here. More customers are using more channels and with the growth in mobile and other automated channels […]

Webinar: Nurture Customer Loyalty With Personalized Messages and Channel Alignment

I am giving a webinar on Nurture Customer Loyalty With Personalized Messages and Channel Alignment for the Association of Strategic Marketing on March 17 at 1:00pm Eastern

More customers are using more channels and with the growth in mobile and other automated channels it’s challenging to deliver personalized, targeted messages across channels and over time. One-size-doesn’t-really-fit-anyone marketing based on simplistic ‘customer-centric’ strategies isn’t getting it done. Companies need to take what they know about their customers and use it to deliver a truly personalized, 1:1 interaction every time a customer interacts with them, no matter which channel.
5 Reasons to Attend

    • Best practices in responding to customers in real time.
    • That decision making is central to personalized

What The Economist doesn’t know about the magic of customer service

The Economist’s Schumpeter had a nice piece this week on ‘The magic of good service – Companies hope that “chief customer officers” will provide better service. Yeah, right’. The cynicism is theirs not mine. That said, cynicism about Chief Customer Officers actually improving customer service may be well founded. As the article points out a 2012 study said […]