Summary In today's episode, I tackle a listener's question about whether to make a big splash with a messaging rebrand or quietly update marketing channels. Here's what this means for you. You'll discover a customer-first principle that decides whether any corporate initiative deserves a public launch. You'll also learn these concepts: how the WIIFM test…
Summary In today's episode, I explore whether chatbots effectively build brand-audience relationships in 2020 and break down when they help versus hurt the customer experience. Here's what this means for you. You'll understand how to deploy chatbots strategically for repetitive tasks while avoiding common pitfalls that frustrate customers. You'll also learn these concepts: what chatbots…
I had the opportunity to attend Comcast’s CX Technology Day at the invitation of Jay Baer and the team at Convince and Convert. CX Day is Comcast’s highlighting of what they’re working and some of the challenges they’ve overcome to improve their overall customer experience. In their digital transformation, which has been and will continue…
Summary In today's episode, I explain why B2B marketers should stop disqualifying leads just because they submit a Gmail or Hotmail address, and I share better approaches for capturing those contacts. Here's what this means for you. You'll stop leaving money on the table by treating valid prospects as junk and start building richer lead…
Amber asks, “How do you prepare for client meetings/calls when presenting deliverables? I tend to write down everything that I want to say as my thoughts get murky and I tend to stumble over my words. Is that juvenile? What is the best way to prepare?” A few steps make this easier over time. First,…
Summary In today's episode, I explore how exceeding customer expectations transforms satisfied buyers into a powerful army of advocates who fuel business growth. Here's what this means for you. You discover that the single most efficient growth mechanism is hiding inside your existing customer base, not buried in your marketing budget. You'll also learn these…
Cristina asks, “Thank you providing an overview (in layman’s terms) of IBM’s free Cognitive classes which I stumbled across on their website during my job search. Would these classes be helpful to an aspiring UX designer?” UX design itself is one of those things that you want to be clear about doing. It’s different than…
Deborah asks, “Are you using or scoping out a Customer Data Platform (CDP) with the intent to implement personalization? Which tools?” Customer Data Platforms – CDPs – are something of a symptom of bad data management and governance at a company. If your data infrastructure and architecture is sound, you shouldn’t need a CDP. And…
Amy asks, “How can we use AI to improve customer service? What are some ways to practically implement it?” Customer service is everything from the purchase onwards in the customer journey, and companies are faced with dual mandates: make service better, but make service cheaper. What are some practical applications of AI? The keys will…
