Clienteling Goes “Boom”: Successfully Merging Data, Brand Attachment, Employee Focus, Channel Usage,
It has become increasingly well-understood by brands and companies that building an emotionally-based relationship with customers,...
5 Signs You Have A Customer Experience Problem
This summer, Influitive brought some of the brightest minds in customer engagement on the road to Atlanta and New York for our B2B...
Are You And Your Business ‘Thinking in 3D’?
Businesses today face ‘challenging’ times! Ever rising customer and employee expectations, increasing and intensifying competition...
Make your product stand out to win over new customers
Humans are creatures of habit, and if this statement needs any more reinforcement then allow me to do the honours. For the past few...
Should you fire, rate or educate your customers?
At the end of 2014, Fred Reichheld, Bain Fellow, Author and Creator of the Net Promoter System, suggested that one of the big ideas of...
25 Statistics on the Power of Positive Customer Service
Customer service stories often surface in a negative light—a service wasn’t cancelled, no one responded to a problem, or a company...
Smart Marketers Acting Stupidly
Before I go any further, I know there are some detractors out there who will claim, “Smart Marketers,” is an oxymoron–something like...
Has CXM “Jumped the Shark,” trying to be the Theory of Everything?
The term “jump the shark” originated in a 1977 episode of Happy Days, when the Fonz literally jumped a shark on water skis. In common...
Measuring What Matters: Choosing Metrics That Drive Performance
In business, we frequently say, “you can’t control what you can’t measure;” or, better yet, “you get what you measure.” We thus invest...
Complainer Emptor! When Does Online Rage Become Unfair?
“Give enough people a computer and a mouse,” Walter Mossberg said, “and you’re bound to get garbage online.” That was 15 years ago,...
