Each year, I help kick-off Brand Innovators Mega-Trends event during CES. In the opening keynote, I share the trends (and hopes) I would love brand executives to embrace in the new year. In 2020, the presentation focused on “11 Digital Trends Shaping CX and Marketing.” There are certainly more than 11 trends to follow, but in the context of this conversation, I focused on the convergence of AI, customer empathy, digital distractions and intentions, and the technology that connects the…
EA Puts Customers and Data at the Center of its Innovative Marketing Organizational Model
EA CMO Chris Bruzzo sees the direct relationships between customer experience, data, user experience and marketing as a new operational mode. That’s what I call X. Marketers who prioritize customer data in their work will find new opportunities to deeply engage their customers on a personalized level. And that’s what customers are now expecting from their favorite brands. But, marketers who simply use new technology to be on trend will find themselves limited to the same old thinking and results….
Brian Solis Quoted on Privacy at End of CNET article on Google’s Purchase of Fitbit
Solis’ view on personal privacy in the digital age wrap a CNET feature by Richard Nieva about Google’s purchase of Fitbit. The article is titled, “Google pushes further into health care with Fitbit, raising new privacy concerns.” The article begins: “Google’s $2.1 billion purchase of Fitbit signals that the search giant is intent on burrowing deeper into our lives, giving it access to some of our most personal health information. If the company’s earlier efforts in health care are any…
Marriott International Prioritizes Innovation in Guest Experience to Cultivate Brand Loyalty and Drive Growth
There’s an old adage in business: A happy customer is a loyal customer. Focus on driving loyalty, and you cultivate a customer relationship that is not only special, but also incredibly rewarding for the business over a longer period of time. By putting loyalty at the center of everything, loyal customers become proud stewards of the brand, advocating their experiences and going out of their way to spend more time and money with the brand. In any given category, their…
Brian Solis’ Four Moments of Consumer Truth Is Referenced By Namibia Economist
Solis is referenced in two unique ways in a Namibia Economist article by Natasja Beyleveld called “Mirror Mirror on the wall, if I ride a skateboard will I fall? The Ultimate Moment of Truth.” The author starts the piece provocatively by saying “Architecting experience begins with empathy (Brian Solis), so stop focusing on the funnel. Or stop funneling what you want down the customer’s throat?” Later she references Solis speaking “about designing for the four moments of truth, and every…
Brian Solis Interviewed About Generation C by CEO and Co-Founder of GrowBiz Media
Solis is interviewed by Rieva Lesonsky, CEO and Co-Founder of GrowBiz Media, in an article posted on Bank of America’s Small Business Community site called “Generation C: Understanding how to speak to the Connected Customer.” The author starts by mentioning that Solis first introduced businesses to the “Connected Customer” in 2012, but many small businesses haven’t yet embraced Gen C. Solis says that Gen C “is not limited to one group of demographic. Demographic marketing is based on age, income,…
Brian Solis’ Four-Point “Moments of Truth” Concept And Fresh Consumer Insights Showcased In a MyCustomer Article
Solis is the sole subject of an article by MyCustomer Editor Chris Ward titled “Brian Solis: How To Identify Your Moments of Truth.” The subtitle reads: “Customer experience guru and Lifescale author Brian Solis shares the moments of truth that businesses should focus on to improve customer experiences and drive advocacy.” The article starts with a reference to Solis’ book What’s the Future of Business?. In that volume, he highlighted the four moments of truth that can help businesses improve…
It’s Time to Upgrade the RFP for Mobile Only Customer Journeys and Experiences
An unpublished research interview with Erica D’Aloia, Manager of Ecommerce Traffic for Godiva Chocolatier. The topic explored the idea of upgrading RFPs for CMOs to consider the mobile customer journey uniquely. Special thanks to Mike Grehan of Acronym. How are micro-moments and shift in mobile behavior shaping the RFP process (or not)? How are micro-moments changing marketing strategies? The word ‘Mobile Behavior’ initially threw me off – where I think of this more as use and importance of a device. I…
Smartphones and Voice-Assisted Devices Create Opportunities for Modern Customer Experiences
Anyone who uses a smartphone can attest to the incredible power of real-time, in-the-moment discovery that leads to decisions and outcomes. But, now in an age of voice-assisted devices, we are further empowered to command information or purchase on-demand. “OK Google, Alexa, Hey Siri, what are the best bluetooth headphones for me?” Or, “Please reorder groceries from last week for delivery tomorrow afternoon.” Like mobile shopping, voice-assisted behavior is also becoming second-nature. Brands must now reimagine the customer journey and…
CNET – Google is Primed to Go Big at CES Again
“This is the Wild West,” said Brian Solis, an analyst with the Altimeter Group. “Google has to move aggressively and swiftly.”
