Have You Discovered Customer Emotion Management Yet?
A long time ago, someone told me that people will not remember what you said, or did, but they will always remember how you...
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...
Two New Commandments of Customer Engagement
The digital revolution is transforming the relationship between consumers and companies. Nearly all business functions are feeling the effects, but conventional marketing sits squarely...
5 tips to creating Human-like Chatbots in the Conversational User Interface
It’s counterintuitive that a chatbot that is used to automate customer interaction needs to feel human!! But the GUI is now evolving to becoming...
Designing CX That Works For India
Customer Experience (CX) has evolved from being transactional to being a lifecycle program that needs to be managed across multiple channels and touch-points. Marketers...
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...
Customer-Service Excellence With an Omni-Channel Focus
We’re hearing a lot these days about delivering omni-channel experiences to our customers to make shopping seamless across multiple channels. But what does that...
Marketing Through the Customer Lifecycle
As B2B business models continue to shift toward subscription and as-a-service, marketers are paying much more attention to customer experience and value throughout the customer...
Is Your Content Strategy Focusing on Making Your Customers Feel Great?
We all know good marketing makes the brand look good and cool, but real success lies in making your customers look good in front...
Still Delighting Customers? Try Making it Easier Instead
A rather clever and interesting experiment, led by Michael Treadway at Vanderbilt University, sheds light on what we, perhaps intuitively always knew.
Humans hate effort.
The...