Customer experience
Customer loyalty: how emotions build engagement and relationships
Building lasting and emotional connections with customers and consumers: is there any brand that doesn’t strive to achieve it? And it shows: it’s amazing to see how the recognition of emotional value is gaining attention across virtually all customer-facing business activities and in marketing. This growing attention for emotional [...]
Customer engagement: leveraging the power of emotional value exchange(s)
Since several years a customer-driven revolution is sweeping through organisations across the globe. It impacts everything we do as businesses, including marketing and advertising. Great brands know that the days of pushing out product messages are over. Attention needs to be earned. Being utterly relevant and connecting with a changing consumer [...]
Simple is the new black – creativity in simplicity
Make it easy for customers. Don’t let them think or doubt during a task. The mantras of usability and good old Keep It Simple Stupid are back with a vengeance. But this time they’re everywhere and it’s time to see them as more than just mantras. The need for more simplicity shows in the behaviour of consumers and how they [...]
Time to get the digital customer experience right – again
For most seasoned marketers (and many others), concepts such as the customer experience, touchpoints, customer journeys and the like are not really new. And yet, attention for these phenomena has never been as high as it is today. Two reasons for this are the pervasiveness of digital technologies and the increasingly customer-driven economy. [...]