Category Archives: Customer Experience CX

The Survival of Brick and Mortar

Ever since the advent of on-line shopping the question of traditional retail model survival has been continuously in the forefront of media and consumer discussions.  Yet, only 8.5% of US Retail Sales were conducted via  ecommerce during Q1 2017, which … Continue reading

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5 Reasons Why You Should Invest in Improving Customer Experience

Jaakko Männistö, Founder and CEO of Feedbackly  shares his experience building customer experience strategies for clients of Feedbackly, a customer experience management company he started in 2013. There are two things that every business wants: more customers and less red ink … Continue reading

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Customer Experience – The Three Legged Stool

Over the years I witnessed the never ending debate between practitioners of Customer Service/Support and Marketing over which one of them is more critical to the delivery of outstanding Customer Experience. The debate itself is a testimony that these practitioners … Continue reading

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What’s the heck is Experiential Marketing?

I have written extensively about Customer Experience management and Product Marketing rooted in Customer Experience Intelligence for years. In fact, I started practicing those methods well before the barrage of “tools” and technologies started to flood the enterprise software market. … Continue reading

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Attack of the Disruptor Brands: 5 Key Lessons for Retailers

This is the guest post written by Kevin Leifer of ICC/Decision Support They’re fierce. They’re hungry. And they’re coming for you next. Disruptor brands, that is. Scrappy startups turned consumer crazes. No one is safe; even the largest, most well-established … Continue reading

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