The thing I really like about my work is the ability to see the things that most of us are just too busy — or maybe distracted or biased — to see in order to bring people together for a greater purpose. These are the wonderful words of Brian Solis, Head of Global Innovation at ServiceNow, keynote speaker, and 8x best-selling author, on what inspires him in his work. It can be easy for anyone working in marketing, sales, or…
Customers are the Ultimate Influencers; The Value of a Shared Experiences and How To Measure Them
After releasing, What’s the Future of Business: Changing the Way Businesses Create Experiences, I also published a secret “bonus” chapter for those who finished the book and found the Easter egg at the end. Now, I’m making the bonus chapter available for everyone. Why? Because the four moments of truth explored in WTF not only define the modern customer journey, the link between the Zero Moment of Truth (ZMOT) and what I call the Ultimate Moment of Truth (UMOT) is…
How do we make customer-centricity more than a tagline?
Business as a construct needs a reset! And our current disruption is that moment. In this special Salesforce Executive Conversation, VP and global innovation evangelist Brian Solis and Leandro Perez, Vice President of Marketing for Salesforce Asia Pacific, explain the new mindset required for true customer-centricity, and how humanizing technology can put the magic back into customer service. Everything is different from the way we used to work yesterday. When we innovate by creating new value, using service to get…
Digitizing Your Customer Experience
Brian Solis is set to keynote “Digitizing Your Customer Experience” organized by Traction on Demand. Please join on March 18, 2021. Build lasting brand loyalty and impressions in 2021 with the latest tech solutions on Salesforce Service Cloud. Today, creating a memorable customer experience is essential. Aligning your services with your customers’ ever-evolving needs will not only generate revenue, but build and retain loyal brand ambassadors. Join us to learn how providing a seamless digital experience—from start to finish—will allow…
Giving CX Purpose: Shifting from Customer Experience to the Customer’s Experience
Customer experience is the new battleground for brands. How company’s deliver CX is either a competitive advantage or disadvantage. But, CX is so much more than how we think and talk about it, how we plan for and imagine its future, and how we invest in and support it. Perhaps it’s in how we frame it. We tend to observe it as mission critical, but we organize around it through distributed strategies across the organization. We enable disparate versions of…
The Much Overdue Rise of Experience and Service Innovation
The number of fantastic experiences we have with businesses in moments of truth, usually in time of need and help, are so isolated, that we tend to remember and talk about them over and over again. Most of the time, when we need support, the cumulative experience is nothing short of abysmal. In most cases, we have to schedule time and work up the nerve to contact the companies we give money to just to gain some level of already expected…
Shep Hyken: 5 Top Customer Service Articles for the Week of August 20, 2018
In his most recent weekly roundup of great customer service articles, industry expert Shep Hyken included Brian Solis’ recent look at Domino’s Pizza and their customer experience innovations.
The CX Imperative and The Role You Play in Making Business Personal
i Every now and then, I am asked to write the foreword for a great book. And, every now and then, I say yes. The deal is always the same. Once the book is released, I ask that I’m able to publish the foreword in full to share with you here. My friends Lars Birkholm Petersen, Ron Person and Christopher Nash wrote a book, Connect: How to use data and experience marketing to create lifetime customers. As they describe, marketing is…
Customer Experience Versus Just Experience: Why the difference is key to brand relevance
Customer experience aka CX is one of the most important trends changing business today. And, experts believe that it represents the next big competitive advantage for companies that invest in it. But what is customer experience exactly? It’s one of those terms (and movements) that is defined and interpreted differently depending on who’s talking about it within the organization. But without a common appreciation for customer experience and what it represents to customers, not just our view of them, our…
How to Know if You Care About Your Customers Enough
Guest post by Jay Baer (@jaybaer), author of the new book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, Let‘s face it: choosing whether or not you hug your haters isn‘t about you knowing how to do so, it‘s about whether doing so aligns with the values of your business. The great paradox Every company says that customer satisfaction is their most important objective, yet their actions demonstrate otherwise. It‘s a paradox, but I find companies that…
