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Connected Customer Experience

Product Registration: On-Ramp for Smarter Customer Engagement

Author Bruce Burke on May-21-2014

Product registration is one of the most often used methods for brands to connect with their customers. Registration is the first post-purchase connection that brands have with those who buy their products.

However, the number of products being registered is painfully low, compared to the number of products sold. Most brands report registration numbers around 10%, leaving 90% of purchased goods unregistered. This same 90% are unknown customers who are not receiving the benefits provided by being connected to brands.

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Mapping the Customer Journey For CEM Success

Author Bruce Burke on Feb-18-2014

A customer journey map is a very simple idea: it's a diagram that illustrates the steps your customer(s) go through in engaging with your organization, whether it is a product, an online experience, retail experience, a service, or any combination thereof.

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Real-Time vs. Right-Time: Engaging Social and Mobile Consumers

Author Bruce Burke on Aug-14-2013

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.  

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Beyond IoT - The Socialization of Things

Author Bruce Burke on Aug-1-2013

There has been a lot of noise in the channels lately about the Internet of Things.  Many journalists have used the term to put a handle on the concept of smart, interconnected appliances, installed in even smarter homes. 

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