Dora Chomiak
By Dora Chomiak
March 8, 2018

Delta’s human touch smooths out a bumpy customer journey

When you map out your customer’s online journey, think about each point of interaction your users have with your data. Consider how your customer reacts to both anything you send out as well as any experience your customer has when you are..

Related topics: data, journey, delta, Digital Experience, experience, customerexperience, customer, Customer Centricity, customer journey
David Saabye
By David Saabye
January 25, 2018

Are you selling what your customers are buying?

Marriott sells hotel rooms. PepsiCo sells food and beverages. Nike sells shoes and clothes. Your business sells things too: news, software, professional services, widgets…whatever. But deep down most people aren’t buying these things. What they..

Related topics: Customer Centricity, Best Of
Dora Chomiak
By Dora Chomiak
January 18, 2018

How Google dropped the ball but scored a home run

Earlier this winter, Google launched an awful product: Google Pixel Buds Bluetooth headphones ($165), which were beleaguered by the unfortunate problem of not transmitting sound. (Here’s a Wired magazine review that enumerates the headphone’s..

Related topics: Customer Centricity
Mike Mills
By Mike Mills
January 4, 2018

Five competitors, one prize for the best customer service. Who won?

Like most of us, I seem to find myself at the end of the year interacting more than usual with retail, travel and service companies and organizations. Holiday shopping and travel explain part of it, while end-of-year deadlines and extra time off..

Related topics: Customer Centricity
Mike Mills
By Mike Mills
September 21, 2017

I love my electric vehicle. Why are so many other car buyers resistant?

I couldn’t be happier with my all-electric 2013 Nissan Leaf. For four years now I’ve been gleefully swooshing past gas stations. And it’s been in the shop only once, back in March, to upgrade the navigation software. Other than tires, brakes,..

Related topics: Customer Centricity
Len Gilbert
By Len Gilbert
August 3, 2017

I got a credit card today and it made me smile

Recently, Amazon has been all over the news for its dramatic purchase of Whole Foods. I like this move for a variety of reasons, but primarily because I’m looking forward to seeing how the company reinvents the grocery shopping experience for its..

Related topics: Customer Centricity
David Saabye
By David Saabye
April 27, 2017

How can your product provide a premium experience?

Marketers love to tout the “premium” aspects of wares they promote. McDonald’s sells premium salads, Alamo rents premium vehicles and Hanes offers premium socks. But do all these goods really live up to our expectations of premium?

Related topics: Customer Centricity, Product Development
Richard Fusco
By Richard Fusco
March 2, 2017

Trying to distill the buzz around digital transformation? Think customer experience and data.

In case you missed it, the phrase “digital transformation” is everywhere. Google it, and you will be presented with a list of nearly nine million links. That’s not as many as “big data” (64 million references), but it is quickly rising as the..

Related topics: Customer Centricity, Customer Experience, data, Digital Transformation, Best Of
dprism
By dprism
December 29, 2016

The dBrief: Best of 2016

Here's a look back at our three most popular dBrief blog posts for 2016. We'll be back next week to start off 2017 with a new dBrief. Happy holidays to all our readers!

Related topics: Customer Centricity, Customer Centricity, Digital Innovation, dprism
Len Gilbert
By Len Gilbert
December 8, 2016

Five Ways to Turn Customer Insight from “Nice” to “Necessary”

We’ve all been at companies that talk the talk but don’t walk the walk when it comes to the importance of customer feedback and insight. At these companies, client feedback is often stuck in silos (Customer Service, Account Management, etc.) and..

Related topics: Customer Centricity, Customer Centricity, Customer Experience, Digital Business, Best Of

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