Customer experience – Ian Truscott

Uh huh, the customer would ask for a faster horse

August 15, 2016February 11, 2019Content Marketing, Content Strategy, Customer Experience ManagementBusiness, Customer, Customer experience, Customer experience management, Henry Ford, Innovation, New product development, Sales, Technology_Internet, transportation, ubiquitous transportation

If you’ve ever done any sort of customer research in order to inform a user or customer experience design, or maybe to make a product development decision, I am sure you would have heard some

Customers don’t care about your industry rules

January 29, 2016January 29, 2016Customer Experience ManagementAmazon.com, Customer experience, Customer experience management, Supply chain, technologist, Technology_Internet

I had a very pleasant lunch this week with an old chum, who’s an IT leader in a venerable publishing institution. We chatted about a number of things, but the thing that inspired this post

3 Steps to Trust not Bust Your Customer Experience Silos

January 15, 2016January 15, 2016Customer Experience ManagementBusiness, Business process, Business process management, Business_Finance, Customer experience, Customer experience management, Enterprise modelling, Information technology management, Process management, Technology_Internet, YouTube

In my last post, I talked about the importance of taking a customer-centric view of business systems. Not meaning the software applications that organisations run, but the people, policies, processes and organisations that makes up

That Fine Line on Social Media: It’s All About Context

November 13, 2015November 13, 2015Customer Experience Management, Observationsairline, British Airways, cricketer, Customer experience, Customer experience management, Customer service, Sachin Tendulkar, Sashin Tendalker, social media customer care, Twitter;

Oh crikey, an airline is setting the Twitter stream alight again and this time its British Airways. They seemed to have been very responsive and when trying to solve a customer issue they asked for

Levitt; More than Railways, the Father of CX?

March 8, 2015March 8, 2015Customer Experience ManagementBusiness, CEO, Customer, Customer experience, Harvard Business Review, Harvard Business School, Levitt, Marketing, Marketing myopia, technologist, Theodore Levitt

Years ago, as my career transitioned from being a technologist to content marketing I was recommended to read “Marketing Myopia” by Theodore Levitt, an essay written for Harvard Business Review back in 1960. Here’s the description

Customer Experience – More Than a Pretty App

March 8, 2014May 24, 2021Customer Experience ManagementAmazon, Brand, Business, Customer experience, Customer experience management, Digital Clarity Group, Marketing, Scott Liewehr

This post has been brewing for a few months, seeded by a bar conversation I had with Scott Liewehr from Digital Clarity Group a few months ago, as it seemed to us that the focus

Your customer experience is global — just ask your local chippy

October 4, 2013October 4, 2013Observationsadvocate, Business, China, Customer, Customer engagement, Customer experience, Customer experience management, food, Google;, Marketing, Renren, Roberto Savvides, savvy web developer, Seth Godin;, Social Media, social networking site, United Kingdom;

Roberto Savvides manages The Regency, a “chippy” (a fish and chip shop) in Brighton (a seaside town in the UK). Roberto rolls up the sleeves of his crisp white shirt and opens the doors of

Adding Pervasive to the Engagement Lexicon (a new Russian doll)

March 17, 2011March 17, 2011Observations, The Engagement TierContent Management, Customer engagement, Customer experience, Laurence Hart, Marketing, Twitter;, Web Content Management;, Web Engagement, web engagemt, web experience

As you know I have recently joined SDL and I have been delighted to find a new twist on the business of engagement that I write about on this blog, something we call Pervasive Engagement.

You say tomato, I say tomato, you say WEM, I say WEM..

October 25, 2010October 25, 2010Gilbane, Observations, The Engagement Tieradvocate, analyst, Business, Consumer behaviour, CRM;, Customer engagement, Customer experience, Customer experience management, Customer relationship management, Irina Guseva;, Marketing, Mary Laplante, Social Media, Twitter;, Web Engagement, Web Engagement Management, web engagement strategy, web experience, Web Experience Management

When you say WEM, do you say Web Experience Management or Web Engagement Management? What does it mean and does it matter and what about CEM? Well, in this post I want to explore that,