by Christopher S Penn | Aug 18, 2017 | Customer Experience, Customer Service, Marketing, Strategy
Customer experience, or CX, has been and continues to be a hot topic for businesses seeking higher marketing ROI and longer customer retention. As with any seemingly new topic, we’ve lots of jargon to contend with. What is CX? How is it different from previous...
by Christopher S Penn | Jun 13, 2017 | AI, Artificial Intelligence, Customer Experience, Customer Service, Machine Learning, Marketing, Marketing automation, Marketing Technology
The most innovative marketers routinely pick up new things, try them out, and succeed or fail. Why are marketers struggling so much to adapt to artificial intelligence and machine learning? In this series, we’ll explore machine learning and artificial...
by Christopher S Penn | Jun 1, 2017 | Customer Experience, Customer Service, Innovation, Marketing, Strategy
Disruption rarely occurs because a new technology magically makes everything better. Few creators of software and algorithms build solely for the purpose of disrupting anything. Many creators of companies build to solve a problem they’ve had and they don’t see anyone...
by Christopher S Penn | Feb 29, 2016 | Customer Service, Customer Experience, Guest Post, Marketing
The following is a guest post from the inimitable Jay Baer. The best opportunity to grow your business with customer service is to engage with your “onstage haters,” or customers who complain in public forums. And the best opportunity to engage with your...
by Christopher S Penn | Jul 3, 2013 | Advertising, Customer Service, Marketing
I was listening during my morning workout to the Marketing Over Coffee discussion that John Wall and David Meerman Scott were having about how wireless connectivity is essential, and why more event venues don’t invest in decent Internet connectivity. When you...
by Christopher S Penn | Feb 9, 2012 | Advertising, Customer Service, Marketing
This morning, John Wall and I were discussing the merits and drawbacks of the diner in which we do Marketing Over Coffee each week. One of the hallmarks of good service at a restaurant is that things initially happen at a rapid pace. You get seated quickly and your...