Tag Archives: customer journey

2021: The year of the customer

As marketing professionals, we learned a lot in 2020, whether we wanted to or not. The consumer landscape experienced an extraordinary tectonic shift, as we moved into a fully digitized realm of sales and marketing. Our strategies changed. Our focus became less about traditional methods (like the dreaded batch-and-blasts) and more about rethinking...

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Closing the loop on customer satisfaction

Mark Twain is credited with saying, “Those who don’t read have no advantage over those who can’t read.” This maxim is equally applicable to how you treat your customer feedback: If you don’t review the feedback you receive and act upon it, how does that feedback benefit you?

The idea of closed-loop customer response stems from computer science…

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Real risk vs. perceived risk: 2 factors to grow your business in 2020

Without a doubt, 2020 takes the title of “The Year of Risk.” The dangers of simply going to the grocery store or gathering with friends and family cast a bright spotlight on the concept of risk, our perceptions of it, and its effects on human behavior. Yet I would argue that risk perception — how we perceive and interpret external danger — carries new meaning and implications amid the current crisis. Beyond the sphere of our personal lives…

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