Monthly Archives: March 2014

CRM, Omnichannel and the Quest for Customer Intimacy

Once upon a time, before consumer markets became dominated by large corporations and big box stores, customer centricity was a relatively common practice. Small manufacturers and shop keepers could not do it any other way to attract and retain the … Continue reading

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Death by Confirmation Bias

There is no more expensive mistake than the rejection of new findings without the critical examination of methods and data used. Continually spending money for research that confirms what you already know is a pointless exercise. Confirmation bias (also called confirmatory bias or myside … Continue reading

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Farce of Data-Driven Marketing

“Eat your own dog food” is a term often used in technology startup circles. It refers to a practice of using the technology your company develops to support your own company business processes. Indeed, if your tool can benefit your … Continue reading

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Experience of Customers Helps to Forge Shoppers’ Expectations

If you believe, like I do, that happiness is about expectations management, customer reviews are your best bet for selecting your next car, smartphone or restaurant because they will likely deliver an experience you expect. “The big advantage of a … Continue reading

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Can Customer Experience be managed?

Most Customer Experience professionals would find this question to be ludicrous, but in the article “Is Customer Experience Manageable? An Industry Pundit Says No” Esteban Kolsky lists 5 arguments to convince them otherwise. It is critical to start any discussion … Continue reading

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