Customer Engagement has become a term commonly associated with online marketing and content. This blog argues that the concept has wider significance if properly understood in relation to tribal behaviour. Continue reading
Customer Relationship Management (CRM) created a whirlwind in many organisations around the desire to keep customers for longer by managing their relationships. The focus, to a large extent, has been around how an organisation can create positive experiences for its customers.
I have lived and participated in numerous projects over the past 15 years that have attempted to interpret how to improve customer experiences to create better customer relationships. In my view many of the companies have ultimately failed in this task because of the lack of leadership and organisational support for such projects.
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New White Paper wothy of reading Continue reading
“Customer loyalty” has been one of those over-used phrases that gets bantered around the marketing table of marketing executives of Fortune 500 companies. Execs are told that they need to get more customers buying, staying and returning for more. OK, we get all of that and now we have the new trumpet sound of “customer … Continue reading
