Category Archives: Customer Behavior

Marketing Megatrends for 2018 – A Lot to Digest

According to Matthew Sweezey’s 11/29/17 article in MarketingProfs, we can expect “Five Marketing Megatrends for 2018”. I’ve digested and summarized those megatrends below. But are these attainable for companies without mega-budgets? Let’s examine: Context Replaces Advertising as a Growth Lever … Continue reading

Posted in B2B Marketing, Channel Preference, Customer Behavior, Customer Experience Research, Customer Segmentation, Digital Marketing, Marketing Automation, Social Media CRM | Tagged , , , , , , , , | Leave a comment

Transformational Marketing

As it often does, the New Year holiday and all the corresponding online retrospectives caused me to look back. I realized that my marketing career has coincided with several major waves of innovation.  Marketers started the century discussing one-to-one marketing … Continue reading

Posted in Content Marketing, Customer Behavior, Customer Experience, Customer Loyalty, Customer Service, Digital Marketing | Tagged , , , , | Leave a comment

Content Marketing at Convergys 2007-2010

Content Marketing has been an area of significant focus in my roles since 2005. At ADP, Convergys, and Vantiv I developed successful thought leadership campaigns centered around primary research on customer experience within each industry.  A thought leadership program positions … Continue reading

Posted in B2B Marketing, Content Marketing, Customer Behavior, Customer Experience, Customer Experience Research, Digital Marketing, Thought Leadership, Uncategorized | Tagged , , , , , , | Leave a comment

The ‘Omniconsumer’ of the Future

I recommend taking a moment to read “Vantiv Profiles the ‘Omniconsumer’ of the Future” at RetailCustomerExperience.com … because it contains a lot of interesting facts about the 18-34 consumer and what they expect from mobile payments.  And because it’s part of … Continue reading

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A Case of Consumption

In early 20th century British novels the term “consumption” generally refers to TB, but encompasses a variety of diseases that relentlessly sap the heroines’ life energy. I would argue that in 21st century America the term now refers to the compulsion … Continue reading

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Money Management – It’s a Personality Thing

When I met my husband some years ago (before Quicken), I was surprised to discover that he balanced his checkbook by rounding.  He would enter “$50” if he thought he had spent about that, and figured he would be safe … Continue reading

Posted in Customer Behavior, Customer Experience, Financial Services | Tagged , , | 1 Comment

When Customers Speak Out, Pay Attention or Watch Out

This week, alongside many articles designed to amplify popular fascinations, CNN ran an article about customer experience entitled, How Social Media Are Amplifying Customer Outrage (http://bit.ly/rcOik5). In this op-ed, Mashable bureau chief Chris Taylor gives several examples of social media … Continue reading

Posted in Customer Behavior, Customer Experience, Customer Experience Research, Social Media CRM | Tagged , , , | 4 Comments

What Your Employees Aren’t Telling You

In her recent customer experience blog (http://bit.ly/nQLkK5), Forrester Analyst Kerry Bodine points out that many executives have tunnel vision. She says, “Many organizations place too much emphasis on top-of-mind channels such as the Web and social media, ignoring hundreds of … Continue reading

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When Lightning Strikes

Earlier this week another freakishly-strong thunderstorm rolled through town, and a great bolt of lightning cracked right above our house.  My adrenaline surged, and so did our electricity – immediately frying most of the electronics devices that were plugged in.  … Continue reading

Posted in Customer Behavior, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service | Tagged , , , | 3 Comments

Turning Lemons Into Lemonade

Last year more than 3000 consumers in the U.S. and U.K. took part in a survey that asked about the most critical elements of a customer experience (see http://bit.ly/mzJhTg).  Given the recession, you would expect price to be a major … Continue reading

Posted in Customer Behavior, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service | Tagged , , , , | 3 Comments