Insights Blog
The Right Approach to AI Concierges
In my last post you surely intuited that I have some reservations about the AI gold-rush. I do, but that applies primarily to the big infrastructure plays. At the retail-level, while there are right and wrong ways to go about it, I remain and am growing more bullish on the opportunity to apply AI in delivering more sustainable (and profitable) customer relationships at the retail level…
Embracing AI for Consumer Engagement
Today’s post is an announcement; not because of any carefully laid marketing or business development strategy, but by virtue of finding ourselves immersed in something proving to be too important, too pivotal, and enormously powerful in creating durable consumer engagement and business growth for our client's brands. So, today it's time to share that C[IQ] Strategies is all-in on artificial intelligence applications for a new level of infinitely scalable consumer engagement…
Stumbling Good in the Neighborhood?
Sure, there was press, traffic, adds to cart, but there were also lots of disappointed consumers, who may choose another restaurant experience for their next date-night. Applebee’s needs swift action to make things right with a promotion that’s not so exclusive because date nights at Applebee’s are supposed to be “more accessible and flexible”...
It’s 2024 – Time to Reset & Optimize
The new year brings an opportunity to reset marketing campaigns and optimize the customer experience. It’s the perfect time to review automated eMail workflows and mapped customer journeys to ensure they are aligned with business objectives for the months ahead, because there’s nothing like accidentally outdated campaigns to leave your consumer-recipients dazed and confused…
The Point of No Return
The holiday season is passing (it’s now the returns-mania day after) — and more retailers charged fees to make returns this year than ever. Yet, consumers have been conditioned on free returns. And as we close this year and look ahead, that has me thinking about where this goes from here…
Cultivating Brand Love
Every brand seeks the nirvana of #brandlove. Yet, getting there requires masterful effort. Here are 10 strategies to cultivate customers who love your brand.
Brand Love
Yesterday I overheard someone say “Oh, I love that brand”. I immediately wondered if their definition of “Brand Love” is similar to what we embrace at C[IQ]…
An eMail #FAIL
Several weeks ago I was exploring the website of a fitness brand where I was considering making a purchase. Their products and story are unique. The site was simple to navigate; it included nicely curated, engaging video content. I was captivated yet, not quite ready to make a purchase…
My Life as a Chief Consumer Engagement Strategist: How I Do What I Do
Here’s a short post reflecting on what I’m doing these days. Having just wrapped up a major engagement that has had me more-or-less heads-down for nearly 2-years, I was recently asked, “What exactly do you do as a Chief Customer Engagement Strategist?” That’s a fair question and a perfect opportunity to reflect on what I’ve been doing…
Uber Drives Restructuring for Success
I’ve heard several wonder aloud words to the effect, “What in the world is happening to Uber; first two C-level departures, several Board departures and most recently 1/3rd of the marketing force has been let go, with talk of hiring freezes in marketing and technology development… really?” To some this appears that at the very least Uber is in some serious trouble or at the very worst they’ve lost their sense of the importance of the customer. I disagree with both, and in fact, this workforce reduction move on the 29th, is not surprising but foreseeable if not completely sensible. Why?
Uber Requires Twice the Lyft, But That Might be OK.
A few weeks ago I logged into my Uber App to update my credit card info and noticed “Uber Rewards” as a new menu option. I didn’t recall receiving a notification informing me that Uber’s loyalty program was available in my area, but what the hay, I like surprises…
One Consumer Experience Blunder Can Be Costly
Brands that haven’t considered “customer experience” as a top priority for 2019 may want to have another look. It may be that brands should start thinking of it as “consumer” experience. The fact is, consumer experiences occur in many ways and at all touch points one has with a Brand. If there isn’t a systemic approach to thinking about consumer experience, unintended consequences of a bad brand impression or experience can result. And in the digital age, the amplification can be costly…