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Connected Customer Experience

Comparing Leaders & Laggards in Customer Experience Management

Author Bruce Burke on Apr-30-2014

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

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Systems of Engagement Vs. Systems of Record

Author Bruce Burke on Mar-27-2014

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.

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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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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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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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Perspective | Engaging Mobile and Social Consumers

Author Bruce Burke on Mar-29-2013

Webinar: Thursday April 11, 2013 | 1:00 EST

We’ve been hard at work on the upcoming mize sponsored Webinar.  It’s centered around engaging today’s mobile and social consumers.  Our lead presenter is Dr. Phillip E. Hendrix, Ph.D., who is both the founder and director of the research advisory firm The Institute for Mobile Marketing Research (immr).  

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