Insights Blog
Crafting Relevant Consumer Experiences
Your brand possesses a treasure trove of consumer data. However, to forge meaningful connections, your brand must synthesize data with tailored, personalized content and experiences that cater to the unique needs of your consumers…
A Jumbo Miss: Team Jumbo-Visma Shifts Past an Opportunity
This missed opportunity by Jumbo-Visma's digital team is surprising…
Unlocking the Power of Customer Engagement
In today's fast-paced and hyper-competitive business landscape, 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁 isn't just a buzzword; it's a strategic imperative that can make or break a company's success. Read why customer engagement is crucial for business success…
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.
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…
Victoria’s Secret: She’s Technically Blind
Perhaps Les Wexner, the CEO of L Brands, owner of Victoria’s Secret, is convinced the Internet won’t kill-off stores and while we’re at it, he’s convinced consumer’s fascination with Smartphones will fade. Seriously, Wexner does not believe Amazon has hurt retailers, or that declining mall traffic perpetuated the closing of over 6,000 retail doors over the past year. Really...
Failed Customer Centricity and a Brand Implosion: United Airlines
Like many of you I am mortified by what we all witnessed as social media exposed United Airline’s practices run amok this past Monday. As a year-over-year 1K nearly 2-million mile United customer, I am deeply disturbed and seriously reconsidering the value of that loyalty.