In our last #CXO twitterchat guest, Seth Grimes, founder, and a principal, of Alta Planta Corporation, led the conversation as we discussed “Sentiment Analysis and the Customer Experience.” Here are some of the nuggets from that conversation.
In our market today, shifts in demographics, attitudes and patterns of behavior fragment customer value drivers. Lifestyle patterns, household composition, and age all cause shifts in value drivers. Customers utilize different ways to shop and purchase -- especially the younger generations. As such
Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep
Digital innovation transforms the way we communicate, shop and buy. With unlimited data access and choices, customers today expect instant gratification. They have company and product data at their disposal and demand that businesses know them and deliver exceptional service. To compete
One thing that companies across the globe and across industries can agree on is the importance of the customer experience, its impact on their brand, and ultimately their bottom line. Customers today characterize companies by the experience and not by their product or solution offering. In truth,
For years we have battled with information silos, though in today's business arena they are seemingly more pervasive. Each time we add a new department, a new technology, or a new channel, it creates yet another siloed function, department, technology, people and information. With customers
Diego Saenz, the founder of Data Driven CEO, has over 20 years of experience as a management consultant, corporate executive and entrepreneur. In his current role, he provides Big Data Analytics consulting, speaking and training. He talked with us on the topic “Can Big Data Stem Churn?”
Now that the hoopla surrounding the big data “Smart Sixteen” has subsided, let’s scrutinize the victor, Predict Customer Behavior, to understand why it dominated the other contenders as the top big data consideration. What key factors makes this big data initiative most appealing? Would it be the
The weekly #cxo Twitter chat explores the customer experience and how businesses can optimize their operations, analytics and service with big data. Join the #cxo tribe on Twitter every Monday at 12:00 p.m. ET.
With the radical changes in customer preferences it’s extremely important for banks to follow the data trail and stay in tune with their customers’ changing needs. Big data gives banks the ability to get faster and more complete insight into the customer experience. Jim Miller, Director of Banking
In today’s multi-channel market place, it’s mandatory that businesses determine how and where customers buy different products or services, then shift accordingly. To remain agile, businesses need to utilize insight to manage and adjust their strategy as customers channel hop.Companies with an
Today’s customer is changing right before our eyes. It seems as if just yesterday customers were leery of online shopping or even mobile shopping. As technological developments, social media, and the data deluge change the way customers shop, buy and behave, companies must prepare for tomorrow’s
Research shows that “34% of US consumers give feedback directly to companies after a bad experience and 21% of US consumers give feedback directly to companies after a good experience.” Social media too has added an additional channel for customers to express their needs, wants and dislikes. In our
By leveraging big data, marketers today can better analyze purchase history, customer buying power and customer behaviors to craft more targeted messages. With fast analysis of relevant information marketing can move from “spray and pray” to refined tactics. A recent Twitter chat, featuring guest