B2C relationship

Cultivating Goodwill Involves More Than Reducing Customer Effort

Is the access to building meaningful relationships with customers merely a matter of improving the customer’s experience of your organisation by making it easy for the customer to do business with you?

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Are You Speaking the Wrong Loyalty Language?

Over a third of customers say they would not be loyal to a brand if it weren’t for the brand’s loyalty program, according to Bond Brand Loyalty. Bond also reports 68% of Millennials wouldn’t be loyal to a brand without a strong loyalty program.

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Understanding Customer's Journey in Five Steps

I wrote about 5 things to remember when mapping the Customer’s Journey last week. Here’s my 5-step approach to actually mapping “the thing”. Have questions? Need help?

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The Consumer Purchase Journey - Simple Concept - Complex to Understand - Harder to Achieve

I have spent much of the past decade writing, consulting and speaking about the top part of the consumer diagram. All the stuff about demographics, lifestyle and the other things that distinguish one older consumer group from another.

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Making Sense of Customer Words

I originally wrote today's post for Confirmit in May 2013. I've made some modifications.

How do you make sense of your customers' words?

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Does Customer Experience Leadership Require Straight Communication and Fair Business Practices?

Are UK Supermarkets Conning Customers?

According to the press, the consumer watchdog Which? has been investigating the UK’s dominant supermarket chains for the last seven years. Based on the ‘findings’ Which? put forth a super-complaint against the supermarkets. A super-compliant is not something that is done lightly. So what is the basis of this super-complaint?

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Getting To Know You, Getting To Know More About You

The year was 2009 – eons ago in today’s fast paced world. A then great vendor called Attensity hired me to write some thought leadership into the budding world of Analytics (budding as in people noticing, not as in just emerging as you well know). They wanted a series of blog posts that talked to the issues about Analytics that most people were not thinking about – or even considering. 

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How To Solve the Insoluble Problem of Employee Engagement and Customer Loyalty?

It occurs to me that when the same ‘problem’ keeps coming up then it worth taking a deeper look at the ‘the way of showing up and travelling’ (some call this mindset  or worldview) that generates the methods-techniques-tools for addressing the problem. 

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Are You a One-Night Brand?

Imagine the following situation.

A man sees an attractive woman at a party. They talk and decide to have a few dates. After giving all the right signals for being a loyal, caring, trustworthy and relationship-oriented guy, he convinces her to spend the night. The next day he is gone and when she calls, it is clear he doesn't want to speak to her....

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Privacy: Hassle or Customer-Centric Opportunity?

When it comes to managing the digital customer experience, there’s an interesting duality all of us need to deal with:

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