Dark Patterns in Marketing

What are dark patterns? Dark patterns – a term that’s recently emerged in the digital lexicon – are methods employed by websites to trick you...
Cusotmers Journey

Five Best Practices For Understanding Customer Journeys

Organizations can increase loyalty, retention and sales by truly comprehending the paths customers travel over time and across channels. Increase loyalty, retention and sales by...
Are You Cultivating Loyal Customers

Are You Cultivating Loyal Customers?

Cultivating relationships and building a sustained dialogue pays, at least in the Retail business! It is time to sit up and take notice of...

Back on the Yellow Brick Road: Getting Customers Who’ve Strayed To Re-engage [Infographic]

The Wizard of Oz is one of the greatest journey movies of all time. In it, a heroine brings together a team of charming characters...
CX: Customer Experience Concept

Best of 2018 with Paul Writer: 10 Thoughts on CX for India

As the year winds down, my inbox and social media stream have started being flooded by the inevitable”2018 CX forecast”, listings. Undoubtedly most of these...

Paul Writer in Association with Oracle India Unveils India’s First CX Portal – Let’s...

Paul Writer in association with Oracle India today launched an exclusive site focused on Customer Experience (CX) and dedicated to Customer Experience, Sales, Digital and Marketing...
Chat Bots

My Bots Will Talk to Your Bots

News of the Lufthansa strike in December 2016 reached me as news often does - via a casual post on Twitter of someone saying...

Performance Bicycle Increases Sales With Deeper Insight Into Customer Journeys, On- And Offline

Embracing commerce in the cloud as the foundation for more personalized, compelling services For big-ticket items, you want to be sure you’ve made the best...

Customer Communities: The Engagement Economy’s Best Kept Secret

In a time when our customers hold the power, when they don’t want to be marketed to, and when they want to be engaged...

‘The Customer is Always Right’ to ‘The Customer is Everywhere!’

The customer is always right…it’s a slogan anyone in the customer service industry is well aware of not to mention the trials and tribulations...