by Christopher S Penn | Aug 31, 2022 | agencies, Client Service, Customer Experience, Customer Service, Marketing
Sarah asks, “How do you get clients to renew on a monthly basis when, at the same time, you need to convince them on the “long game” aspect of your effort with them as an agency?” Can’t see anything? Watch it on YouTube here. Listen to the audio...
by Christopher S Penn | Oct 18, 2021 | Customer Experience, Customer Service, Marketing
“The customer is always right.” For over a century since Harry Gordon Selfridge coined it, we’ve been stuck with this platitude, and it can be dangerously wrong for the health of our businesses. It had its place. After all, businesses even today are...
by Christopher S Penn | Jan 26, 2021 | Marketing Technology, Customer Experience, Marketing, Social media, Social networks
One of the pieces of advice I give frequently is to keep an eye on, to listen to your best customers. What are they saying? What’s on their minds? What do they care about, and how well aligned are you to it? For example, during contentious times, you may want to...
by Christopher S Penn | Nov 6, 2020 | Customer Experience, Marketing, Marketing Technology
Caroline asks, “What’s better than Google Analytics to measure what your visitors are actually doing when on your website?” I’ve been playing with the new Microsoft Clarity recently, and it’s not, despite what people say, a Google...
by Christopher S Penn | Sep 30, 2020 | Customer Experience, analytics, Customer Service, Marketing, Marketing Data Science
Stephanie asks, “When it comes to building trust, how do we know what success looks like? How can we measure it?” Trust is a tricky thing to measure because it’s such a core of emotion. If you examine emotional theory, especially things like...
by Christopher S Penn | Aug 7, 2020 | AI, analytics, Artificial Intelligence, Customer Experience, Machine Learning, Marketing, Marketing Data Science, Marketing Technology
John asks, “If the customer journey is different for every person, why bother trying to map it?” The presumption is that the customer journey is a wide open field of possibilities, when it’s more like a densely wooded forest. There are a limited...