Category Archives: Product Marketing

Market Segmentation and the Myth of Demographics

Do you really believe that all 24-36 year old men buy your product for the same reason? If you do, I have a slightly used bridge at a very attractive price for you. Demographic segmentation strategy is based on the … Continue reading

Posted in Customer Experience CX, Market Intelligence, Product Management, Product Marketing | Tagged , | 8 Comments

Loyalty vs Reputation-Which sells your product better?

Loyalty is based on prior experiences a customer had with a specific brand, while reputation is based on the aggregated experiences of others with a specific product. Both influence purchasing selections consumers make, but each can make a different impact … Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics, Product Marketing | Tagged , , | 3 Comments

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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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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Do not confuse Customer Experience with Customer Service

There are too many people who use the customer experience and customer service/support terms interchangeably. Even well respected authors and customer centricity consultants, like Don Peppers, occasionally slip into this ambiguous trap. Here are some basic definitions found on the … Continue reading

Posted in Customer Experience CX, Customer Support, Product Management, Product Marketing | Tagged , , | 17 Comments