Connected Customer Experience

I recently attended a session focused on mobile marketing. The panel was moderated by Matt Leonard, Director of Traffic Acquisition & Revenue Management, Cruise Critic (part of the Trip Advisor Media Group).

Panelists included John Bastone, Executive Director, Retail Product Marketing, Catalina, Kim Geralds, Senior Director of Global Digital & Marketing Strategy, Enterprise & Intelligence Solutions, Syniverse, Don Rua, Marketing Technology Strategist, Raymond James and Fred Steube, Senior Director of Emerging Technology, Cox Target Media.

Harvard Business Review Analytic Services recently released a report entitled Lessons from the Leading Edge of Customer Experience Management.

Temkin Group recently released a report detailing the current state of customer experience management. The executive summary of the report relates that Bruce Temkin and his group surveyed more than 200 large companies and found an abundance of Customer Experience (CX) ambition and activity.

Blurred Lines is a song recorded by American recording artist Robin Thicke for his 2013 album of the same name. The song has been a worldwide hit, topping the charts in Australia, Canada, New Zealand, Ireland, Spain, Germany, the Netherlands, Poland and the United Kingdom.

Think of almost any brand, and then search your favorite social network to find their name. You’ll easily find them; they’re posting content and information - engaging consumers, in hopes of winning more customers.

Everyone seems to be asking the same question these days; “How do I engage today’s disengaged consumers?”  Present-day mobile and social consumers don’t watch television shows during standard broadcast hours, they don’t read newspapers, and they surely don’t listen to the radio.  Modern consumers get breaking news, in the minute, from social media networks instead of waiting for the nightly 7:00 PM broadcast.  

If your life is anything like mine you face a daily torrent of information; emails, phone calls, text messages, notifications, status updates, tweets, videos, gifs, and of course requests to play Farmville.