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Connected Customer Experience

Blurred Lines: Integrating Physical & Digital Worlds

Author Bruce Burke on Apr-4-2014

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.

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Webinar: Winning Strategies in Customer Experience Management

Author Erin Nelson on Jan-30-2014

Nowadays, people trust recommendations from their friends far more than those they receive from third-party sources. The reach and speed of a single recommendation, particularly when expressed through social media channels, can be either immensely damaging or promotional for a brand.

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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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The Intersection of Insights | Mobile, Social & Cloud

Author Bruce Burke on Jul-12-2013

As disruption tightens its grip, taking hold of companies in every industry, the need to transform becomes a business imperative – future strategies will define success or failure. 

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The Internet of Things: Product Clouds Connect Consumers

Author Bruce Burke on Jun-7-2013

An astounding 150,000 people descended on Las Vegas in January of this year to attend the International CES Show. Over 3,000 vendors rolled out their latest products for the consumer electronics marketplace.

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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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