Single View of the Customer (SVC): Enabling Frictionless Commerce and Enduring Loyalty
Back in the days when dragons roamed the earth and men routinely wore suits to work, I used to shop at Jos. A Bank. As the years went by, however, business culture changed and my need for dress shirts, ties,… Read More »
Harvard’s KISS up
Earlier this month, the Harvard Business Review published an article by two managing directors from the Executive Board: To Keep Your Customers, Keep it Simple. The title serves as both advice and warning to today’s marketers. The research is deep… Read More »
Trust Is the New Black… Again
In May of 2010, I published a white paper entitled “Trust is the New Black.” I’ve been measuring, training, speaking, and writing about trust for decades; it’s the best indicator of health in one-to-one relationships. These days, every brand is… Read More »
Trust Is the New Black (of brand metrics)
How does your brand measure the health of your relationship with your customers? If you answered: “Satisfaction,” then you are not keeping up with the latest in metrics fashion. Trust is the new black of brand metrics, and here’s why…. Read More »
What’s In the Placement of a Consumer Survey? Everything.
Econsultancy recently posted a comprehensive review of best practices for e-commerce consumer surveys by Tim Leighton-Boyce. It’s an excellent piece. The writer is obviously a practitioner, since the advice reflects knowledge that can only have come the hard way. One… Read More »
What’s In a Metric? Well, it Depends.
A client of ours has undertaken a Findability initiative. A site’s “findability” determines the ease with which visitors can get from the page on which they arrive at the site to the page(s) containing the products or information they seek…. Read More »
Mobile Phones, In-Store Shopping, and a Little Thing Called Certitude
Pew Internet released a report late in January 2012 that quantified a behavior we either exhibit ourselves or see others exhibit ever more often – people using their smart phones as part of the in-store shopping process. During the holiday… Read More »
Start Measuring Your Customers’ Trust in Your Brand
January of each year sees publication of the Edelman Trust Barometer. It is a fascinating study that shows the degree of trust with which people hold four institutions – government, business, media, and NGOs (non-governmental organizations). The report highlights the… Read More »
