Your customers are engaging with your business across an increasing number of touchpoints – websites, social media, in-store, mobile and tablets. But regardless of how they engage, they expect a customized, personalized,Read More…
Customers want to be understood, businesses want to understand them and yet satisfaction surveys have become anything but satisfying. That’s because the practice of polling customers for their views has seen noRead More…
China is a key market for KLM Royal Dutch Airlines and it is engaging specialized CRM tools on its WeChat account to engage them for customer service. After implementing a tool thatRead More…
“Everybody thinks everybody else is doing it, but nobody’s doing it well” is how Deloitte Digital’s Mike Brinker thinks about teen sex – and digital transformation. Digital transformation is quite a bigRead More…
One of the largest automakers on the planet, Ford plans to remain relevant in the digital age by transitioning from a product brand to a product and services brand. American car ownership is down, particularlyRead More…
Finding ways to monetise a free internet service is always a challenge, and for Yahoo, turning a profit with the microblogging website Tumblr has been no exception. Last month it was revealedRead More…
Twitter turned ten this week. This post isn’t about Twitter, but it made me realise how long I’d been working in the social media field (It’ll be nine years next week). I’mRead More…
Execs from McDonald’s, Comedy Central and the Royal Bank of Scotland took the stage at Adobe Summit to share their journeys toward being experience-based brands. For his 25th birthday, the son of Adobe SystemsRead More…
Customer retention has often been overlooked in favour of acquisition, but it’s something no business should be ignoring. The best strategy is to find a balance between acquisition and retention. It’s allRead More…
With ClickZ Live just three weeks away, we caught up with Chobani CMO Peter McGuinness to chat about heart-based marketing and how plain yogurt is the new sour cream. You’ve already gottenRead More…