Tag Archives: Customer Behavior

Does Your Company Understand That It’s Not All About You?

Posted on April 7, 2019 by Lorena Harris

As we discussed in part 1 of this series, much of today’s B2B selling cycle happens online without human interaction. When done right, the brand delivers a clearly-defined experience driven in large part by the customer’s previous digital behavior. The … Continue reading →

Posted in B2B Marketing, Customer Behavior, Customer Experience, Customized Service | Tagged , , | Leave a comment

Content Across the Ages

Posted on January 21, 2018 by Lorena Harris

In his recent MarketingProfs article, “The Brand-Content Preferences of Different Age Groups,” Ayaz Nanji examines HubSpot survey data and concludes that every age segment has different content preferences. Seems we all consider videos “the most memorable type of brand content.” … Continue reading →

Posted in B2B Marketing, Channel Preference, Content Marketing, Customer Behavior, Customer Experience, Customer Experience Research, Customer Segmentation, Digital Marketing | Tagged , , , , , , , | Leave a comment

Marketing Megatrends for 2018 – A Lot to Digest

Posted on December 2, 2017 by Lorena Harris

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

Content Marketing at Convergys 2007-2010

Posted on November 11, 2014 by Lorena Harris

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

Posted on October 3, 2013 by Lorena Harris

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 →

Posted in Customer Behavior, Customer Experience, Financial Services, Thought Leadership | Tagged , , , | Leave a comment

A Case of Consumption

Posted on November 25, 2012 by Lorena Harris

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

Posted on February 20, 2012 by Lorena Harris

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

Posted on July 23, 2011 by Lorena Harris

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

When Lightning Strikes

Posted on June 26, 2011 by Lorena Harris

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