An exceptional customer experience is starting with understanding what a customer experience is. Too many people that work in this field look at customer experience from their point of view; so it means that these are the technologies we need, these are the systems and processes we need, these are the groups that handle the experiences that people have, but there is no one person who necessarily owns customer experience. The customer owns customer experience.
MyCustomer: Brian Solis On How To Identify Your Moments Of Truth
“When we look at the customer journey, at present, we do so in a very linear way, and we distribute responsibility for that customer journey to different groups in charge of managing different aspects,” says Solis. “We give them budget, we give them personnel and we give them different metrics to try and optimise each component.
“But in a world where the customer journey is becoming increasingly non-linear, we can paint a much more accurate picture of how digital customers are interacting in different âmomentsâ, be it before, during or after a transaction. We can ascertain how customers are making decisions, and weâre able to establish how to improve each of these moments of truth, and more importantly, how to connect the dots between them.”
Aditya Birla Group Hosts Brian Solis in Mumbai, India
Marketing to Generation Z starts by unlearning traditional marketing principles
Guest post by Connor Blakley (@BlakleySpeaks), a serial entrepreneur, adviser, speaker, and youth marketing/branding strategist. He’s also a teenager and someone whom I mentor. Connor was named as the š#1 High School Entrepreneur to Watch in 2016š” by StartUp Grind Generation Z, Americaâs youngest generation (Born in 1996 or later) has never lived in a time when the barrier to real-time information and communication has been nearly nonexistent. By 2020, Gen Z will account for 40% of all consumers, making it more important…
Oracle: How Digital Disruption is Changing Customer Experience
4/29/16 Oracle
FitSmallBusiness: Best Small Business Blogs of 2016
4/16/16 FitSmallBusiness: Michael X. Heiligenstein (excerpt) Brian Solis Editor: Brian Solis Favorite Recent Article: The Embrace: Creating Experiences that Nurture Attention into Engagement  Brian Solis reminds us that in every business, we are working with human beings, not just customers and employees. No one aspect of business is good enough anymore. People have experiences. They also share experiences. We should design them to be incredible and shareable in every step of the customer/employee journey. About the Blog: Brian Solisâs blog consist…
VISIONCRITICAL: 3 tips on how to improve your customer experience strategy
4/21/16 VISIONCRITICAL: By Kelvin Claveria (excerpt) In a recent webinar with Vision Critical, digital analyst Brian Solis shares what companies need to do to lead the customer experience revolution. The webinar was very timely given how, according to Gartner, 89 percent of companies expect to compete based on customer experience (CX). For many companies, improving their customer experience strategy and providing a seamless end-to-end experience is one of the most difficult but most urgent business puzzles to solve. Close the…
USA TODAY: Periscope CEO Stays Cool On Facebook Threat As Service Tweaks Features
âMake no mistake, Facebook is gunning to take out Periscope and also Snapchat,â says Brian Solis, an analyst with the Profit Co.âs Altimeter Group research firm. âHe (Beykpour) needs to take it very seriously.â
DOCURATED: TOP 20 MARKETING TECHNOLOGY BLOGS
4/12/16 by Kristina Paulauskaite: Listed as #10 out of 20 Top 20 Marketing Technology Blogs Brian Solis is a principal analyst at Altimeter Group, a Prophet company. He is also an award-winning author, prominent blogger/writer, and keynote speaker. He writes about marketing, technology, and itâs impact on business and the culture. He links the brands, celebrities and individuals to the new market trends and analyses itâs impact on the culture.
FORBES: B2B Tech CMOs: What’s On Their Minds, What Are They Reading And Who Influences Them?
4/26/16 Forbes by: Kimberly A Whitler (Image capture from full article here…)
