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April 20, 2015
In today’s global digital marketplace, the name of the game is brand integrity. When I say integrity, I’m not referring to the sort of moral uprightness and honesty commonly associated with the term; instead, I’m referring to its secondary (though fundamental) meaning, which relates to a state of being whole and undivided, one of unity and cohesion. It is this kind of holistic integration, both internally (operational) and externally (customer facing), that is the number one hallmark of success in the digital age.
April 19, 2015
You’ve heard it all before, but who is that so-called “digital customer” anyway? In this blog let’s take a look at how the availability of digital channels has become a decision factor in choosing businesses (in this case insurance providers) and why behavior and context trump generations when it boils down to the digital customer.
digital customer
April 18, 2015
A few well known brands are renowned on the basis of how their customers experience these brands. Year after year, the situation remains the same: the same brands stand out in terms of the customer experience, and of the rest most of them are doing ok (not great) and haven’t improved much from the previous year. So what’s missing?
customer experience
March 10, 2015
That’s what brands need to take to heart. Loyalty isn’t about the immediate fix, or points, or discounts. It’s about people. The people who take the time to shop your brand and interact on social – even if they’ve got a complaint. Focus on the people, get the help of a solid consumer management platform to help you manage the details, and you too can be the next Taylor Swift. Which in this case is a very good thing.
December 17, 2014
When it comes to trends and the future, this review of over 150,000 predictive loyalty and engagement assessments is a reliable way to identify trends coming down the road in 2015. Take a look.
November 03, 2014
Every brand touch and impression you have on a client, audience, partner or potential customer matters. The goal should be to create compelling, delightful, memorable moments consistently, not just once in awhile or only when it’s easy to do such. In this episode of the Social Zoom Factor podcast I share a recent experience I had with Divani Apollon Palace and Thalasso and Intercontinental hotel on a recent trip to Athens, Greece.
October 31, 2014
In this episode of the Social Zoom Factor podcast I share a recent positive brand experience I had with Delta Airlines on a recent trip to Greece where a smile simply made my day. Through a series of positive brand impressions and experiences, Delta has quickly earned my loyalty and trust. In this episode I also share 10 tips to smile at your customers virtually via the social networks and digital platforms.
October 29, 2014
If you’re looking for a quick fix to your online marketing challenges, social engagement and community building isn’t going to be the answer. If you’ve been waiting for a fun, ethical, and sustainable way to grow your company’s online presence as well as grow your loyal connections, though, there’s no better way to get started.
October 22, 2014
Social media buzz alone is not enough to build and retain customer loyalty. Buzz is great for attracting new customers, but in order to keep them, you need to develop a long-term strategy. Staying power is what encourages customers to stick around.
September 23, 2014
Whenever customers interact with your brand, they become slightly more or less engaged. Stay consistent across every touch-point of the consumer experience to increase your engagement. Discover why customer engagement is more important than ever before, and lean what to do now to create an engaged and loyal consumer base.