There is a certain mis-match between the idea that Millenials want differentiated experiences, are not interested in old-fashioned ideas of materialistic ownership and the rampant acquisition of drop-shipped, mass-market stuff flooding cloned pop-up Shopify Ecommerce sites around the world. But because of this idea – that experience is the point of difference, the word has been co-opted Read more…
As I moderated 5 different panels at Virtual Seamless KSA last week, there was an overarching theme – customer experience is at the fore-front of the ecommerce and retailing. The merging of the digital with the physical world, a kind of augmented reality, the experience that customers go through is the key determinant. What struck me in Read more…
A few months ago, I wrote an opinion piece about how the actions of companies and brands during lock-down would be remembered by customers for a long time. Under pressure, some brands threw the strategy out the window and instead used short-term tactics to try and bring in revenue. And there is nothing wrong with that – Read more…
The events of early 2020 have changed the way companies and customers interact, perhaps permanently. For many companies, digital transformation and the prioritisation of online selling or ecommerce capabilities has been accelerated, but offline customer experiences (CX) have changed too. For many companies, the processes that were put in place during the times of COVID-19 lock-downs and Read more…
For some companies, it has taken a global pandemic to realise that customer-centricity is something that should be higher up the list of priorities. But putting the needs of customers resolutely before the needs of the company may not always be a good thing either. Our Customer Experience Typology Framework uses two axis to determine where a Read more…
Think of Customer Experience (CX) as a river. A great river like the Nile or the Amazon. Where does it begin? Chances are that there are many tributaries. Over time, the course may change. Large bends become billabongs or oxbow lakes. Sometimes, the river may run dry and water never make it to the sea or the Read more…
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