Monthly Archives: February 2014

True Value of Social Customer Experience to Future of Brands

Consumers are becoming more connected and social about their customer experiences. The number of customer reviews sites and volume of the content published on these sites grow exponentially. More tools are being developed and adopted to make this experiential information … Continue reading

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Customer Experience and Devaluation of Brand

The rise of social customers triggered the devaluation of brand as an asset class. In the past a brand was recognized by businesses as the most valuable asset because they served as a proxy for quality of products sold under … Continue reading

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Customer Experience is the “New” Marketing

Sincerity and competence are the currencies of customer interaction. Consumers may sometimes engage with a brand after seeing clever commercials or hearing a catchy jingle, but they are not very likely continue to be the customers after they encounter indifference … Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics, Market Intelligence, Social Media Research | Tagged , , | 6 Comments

Lies and big data

The other week someone brought to my attention an article with a title “Lies Data Tell Us” by Steven J. Thompson, CEO at Johns Hopkins Medicine International. The title took me aback, but as I read it I realized the … Continue reading

Posted in Customer Experience CX, Social Media Research | Tagged , | 2 Comments