Why Client Experience Management trumps Customer Experience Management for maximum profitability

I used to work for a millionaire entrepreneur who gave me access to Jay Abraham’s multi-volume Marketing Encyclopedia… it gave me a Jedi intuition for good marketing strategy which I still have never had the opportunity to fully put to work… Jay Abraham charges $40,000 per day for one-to-one business coaching and has no shortage […]

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What is the role of content marketing in creating a great customer experience?

David Edelman, Principal at McKinsey, describes the content pipeline and how it needs to both feed and inform interactions across all touchpoints with the customer. High-budget low-volume content production needs to be displaced by low-budget high-volume content creation, based on the many touchpoints of audience interaction. The best brand experience throughout the buying process means […]

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Gavriel Shaw, Judge at 2013 European Contact Centre & Customer Service Awards (ECCCSA) – Social Media Category

As a judge of the 2013 European Contact Centre & Customer Service Awards (ECCCSA) social media category, I’ve seen behind the curtains of organisations large and small who thought themselves worthy to enter. Some household big brands, some smaller or niche brands… all putting in great effort to manage both new customer marketing and existing […]

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Flawed shopping cart usability and poor customer experience from PC World Business

I just filled in the order cancellation form on PC World Business which on clicking submit loaded a page that did not confirm whether the form had submitted or not… Hence I’ll post this here and link to it on Twitter so hopefully I’ll get a confirmation my message and cancellation has been received… Contact […]

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Still not confident about ‘social media marketing’? Do this…

I still speak with Directors, marketers, so-called consultants, and new startup entrepreneurs who are confused by hyped strategy and a ton of options when it comes to social media marketing… To really understand social media, new marketers and seasoned directors find it helpful to first grasp the following dynamic of the web’s evolution:

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Gamestorming for Brainstorming

Gamestorming is a set of best practices compiled from the world’s most innovative people and companies, condensed into a lightweight, low-tech toolkit that applies tools and rules to the problems of collaboration and teamwork. The approach is a mashup of game principles, game mechanics and work. It’s a set of methods for inventors, explorers, and […]

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Empathy Mapping exercise to understand your audience

Innovation Catalysts, Wendy Castleman and Suzanne Pellican, introduce the Empathy Map as a tool for unpacking observations to get empathy for customers you’ve done research with. Neat run down of a simple brainstorming exercise that will help you develop empathy about your audience. Use these intuitive questions to develop an empathy map, asking: What does […]

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