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Connected Customer Experience

Voice of the Customer (VOC) | Acting on Feedback

Author Adam Parson on Dec-18-2013

What are your customers saying about your products? How many bad reviews does it take to deter shoppers? According to a recent study, 64% of customers surveyed said they trusted product reviews from other consumers; but between one and three bad online reviews would be enough to deter the majority (67%) of shoppers from purchasing a product or service.

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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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Perspective | Providing Value, Helping Consumers to Gain Customers

Author Bruce Burke on Apr-29-2013

In February of this year the Harvard Business Review Blog Network published an article penned by Joe McCambley entitled Stop Selling Ads and Do Something Useful.  The article focused on how brands need to create experiences for customers rather than creating ads.  

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Fastest Way to Deliver Smarter Customer Engagement

Author Bruce Burke on Mar-7-2013

Gartner in its latest findings said that the public cloud market is forecast to grow by more than 18 percent worldwide in 2013, amounting to $131 billion, up from $111 billion in 2012.  

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