Customer experience is the sum of all engagements and interactions a customer has with your business in every step of their journey and lifecycle. It’s what your customer feels, thinks, says (to you and others) and more so, what they do now and in the time to come that counts for everything. CX is measured not by NPS (Net Promoter Score) but instead by the sentiment and outcomes in every moment of truth throughout the relationship. That.is.the.experience. And, it’s yours…
Born Digital: Meet Generation C, a new generation of connected customers
Businesses today are met with unique challenges and opportunities that necessitate pause. For years, management models were developed to optimize the pursuit of business objectives. Processes were established and hierarchies, technologies and reporting systems supported them. Everything was business as usual until it wasn’t. Nothing is permanent. As in life, things change. And so is true in the world of business. The models and practices that have been taught for generations are tested in a time when customer and employee…
Connected Customers are Invisible to Those Who Value Demographics
Why Generation-C requires empathy and personalization not marketing… In 2012, I spoke at a conference in Amsterdam focused on big data and intelligence to help businesses keep pace with the new generation of connected customers. I remember watching an informative and entertaining presentation by Dr. Peter Gentsch, founder of the Business Intelligence Group (B.I.G.) in Berlin. While this was two-years ago, a lifetime in today’s new media world, I feel his example is still as relevant today as it was…
Beaconizing the Brand Experience
Guest post by Gib Bassett (@gibbassett), Global Program Director, Consumer Goods, Teradata There’s no question that the shopping journey has been disrupted by consumer behavior in online, social media and mobile channels. What’s less certain, especially within the branded consumer products industry, is the best way to serve this now commonplace “connected consumer.” The pursuit of this answer, and the quest to learn more about connected consumers, is commonly referred to as “digital transformation.” Consumer products manufacturers in food, beverage,…
4 Steps to Connecting with—and Engaging—Generation C
Connected, empowered consumers—also known as of Generation C—have come to expect businesses to know them, to understand them, and to deliver what they want, where, when and how they want it. I recently published an ebook with IBM, The Connected Consumer and the New Decision-Making Cycle, that explores the new decision making cycle of connected customers. You can download it for free here. Thanks IBM! The goal of the ebook, and also this post, is to introduce readers to the differences…
Demand Horizon: A Revolutionary Approach to Creating Great Products
Gerry Campbell is a serial entrepreneur, investor and adviser (bio). He’s also a good friend. Gerry has just published a new book, Demand Horizon: A Revolutionary Approach to Creating Great Products. The book introduces a new mental model for understanding and adapting to the demand-driven economy. It’s a framework for making sense of the new rules in product creation, offering both strategic understanding and practical actions for adapting to the new rules of business. Demand Horizon shines a light on…
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The Accidental Narcissist And The Future Of [Connected] Customer Engagement
Have you ever noticed that your Facebook News Feed is the digital equivalent to “It’s a Wonderful Life?” Perhaps you’ve likened your Instagram stream to that of “Lifestyles of the Digital Rich and Internet Famous.” In each network, and across multiple social streams, you’re fed a visual buffet of seflies, travel, food, fashion, and celebrations. In assemblage, they tell the story of life well lived, or at least a life well curated. At the center of each of these experiences…
The Dim Light at the End of the Funnel
Over the years, businesses have developed sales, marketing and service strategies around the funnel. Awareness, interest, desire, action, to this day, describes the likely steps a customer may take in making a decision. Over the years, it was assumed that the liner path would also continue through a transaction to a state of loyalty and ultimately advocacy. The process of customer engagement to this day is designed to shepherd people along this delicate path. For at any moment, consumer attention,…
Are you connecting with your new generation of customers…Generation C?
As you’ll no doubt read here over and over again, social media is important to your business. If you don’t engage on Twitter, Facebook, or Youtube, you’ll eventually go out of business. At least that’s what the experts will have you believe. Fear tactics are not so much as effective in business or defining customer relationships as they are at creating a sense of [contrived] controversy. I must be honest with you however. While social media is indeed a game…
The rise of Generation-C…and what to do about it
I recently had the privilege of presenting at the GDOL Digital Talkfest in Istanbul. The focus of the event was very much in line with my current work. GDOL tracks the new generation of consumers who do everything online and the impact they now have on popular culture, society and ultimately business. I refer to this generation as Generation-C. Prior to my trip, I met with Capital Magazine for an in-depth interview. They asked some very important questions, questions that…
