Research Summary: Artificial Intelligence Delivers Mass Personalization In Commerce
Why Mass Personalization Efforts Fail and Ten Simple Steps to Fix Them Over the past four decades, valiant attempts at personalization have failed due to the lack of relevant and intelligent automation. Moreover, expectations of consumers and prospects have only grown. The result – an expectations gap in personalization that manifests itself in fickler consumers […]
Dreamforce 2016 Post Two: The Recap
Dreamforce 2016 was as action packed as expected. To close this one out, I’ll recap the announcements and dig deeper into a few subjects that I mentioned in my 1st post. Salesforce Einstein was the big topic of course, but there were several other interesting announcements and even a few surprises. Before getting into the […]
Dreamforce 2016 – Post One
As I’m headed into another Dreamforce event I plan to keep you updated on the happenings this week. As usual Dreamforce promises to be a whirlwind of activity and a high energy event. I attend a lot of conferences and while it can be a grind sometimes, Dreamforce is usually a high point in the […]
Comparing Software using Peer Reviews
The goal for a business software peer review site is to provide assistance to a buyer in researching and selecting an appropriate software solution (or at least it should be). There are many other uses for the review data once collected, and those uses may be a part of the way the site is funded, […]
Hotwire’s Demonstration of How to Lose a Customer for Life
Here’s a simply superb recipe for how to lose a customer for life. Step 1: Misrepresent your offering. I needed to book a hotel on Hotwire. I picked a 4-star blind booking because I didn’t care which hotel, I just wanted any nice hotel. See the word “hotel” appearing twice on this screen. They […]
Buying Business Software
Buying behavior has changed over the last decade. The free availability of rich information / content distributed by the Internet, the ability to connect easily to peers online and the emergence of platforms for crowdsourcing product evaluations all contribute to this change. If buying changes then by necessity marketing and sales behaviors must also change […]
Two Layer CX
Maybe you’ve already considered this but it just popped into my head the other day as I was thinking once again about customer experience or CX as some people shorten it. I have often said that customers experience moments of truth and that the experience should be focused on the things that customers care most […]
United Airlines: Stop Bouncing People Out of Reserved Seats
This year I’ll probably fly 30K miles on United out of a total of 200K. Next year my goal is zero.
Please Give Me a 10: Interpreting Customer Satisfaction Surveys in an Era of Bias
Say you’re considering going out to dinner in a city you’ve never visited before and there are two different surveys of local restaurants that you can use to help choose a place to eat: Survey 1, which is taken by randomly asking customers leaving restaurants about their experience. Survey 2, which was conducted by asking […]
It’s the CUSTOMER Experience
Bill Clinton won the presidency with the mantra, “It’s the economy, stupid,” and I think CRM could borrow heavily from that pithy bit of logic. When in doubt, if you can check your preconceptions at the door and actually perceive the information in front of you, there’s no telling what you can figure out. Such […]
