Our latest POV on how customer experience drives everything from concept and creative to design and technology
By Jim Bass, Director Customer Experience The term “digital transformation” has become the new popular buzzword of the 21st century. You’ve probably heard it used at your company in the context of new initiatives being launched or strategies your competition is executing to gain an advantage. Everyone is engaging digitally The advent of Smartphones and […]
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By Jim Bass, Director Customer Experience One of the most effective ways to cultivate customer loyalty is to take action on their feedback. …but it’s always an easy thing to do. In today’s world of technology, social media and big data the volume of customer feedback and its metadata can be overwhelming. Sometimes just deciding […]
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At CX Talks Atlanta 2018, Will Payman (VP of Strategy at Macquarium), gave a compelling presentation on the growth of voice experiences. He takes us back to June 29th, 2007 when the smartphone was launched. He reminded us how many industry pundits questioned its viability, yet it soon began to play a role in every […]
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Whether we daydream of sandy beaches, or the bustling streets of a far-away city, the desire to travel and experience the world is an all too familiar one. While we all look forward to vacations, few people enjoy the task of endless browsing and comparing dates and prices across multiple websites. So why is it […]
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Spring is all about revitalization and delight. We can’t think of a better way to partake in the delights of spring than to help a client like Krispy Kreme Doughnuts launch their fun doughnut treats and seasonal collections. Spring Campaign Social Media Assets St. Patrick’s Day Campaign Assets. Cookie Campaign Website And Social Assets. During this season […]
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At the inagural CX Talks event, Will Payman, Macquarium’s VP of Strategy, and Internet of Things (IoT) consultant Miguel Garcia delivered a presentation on how smart devices and services can be powerful tools to augment and improve your customer’s experience. With estimates of over 50B smart devices by 2020, there will be an explosion in touch points that Customer […]
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There is an often-repeated mantra in business that it is easier to grow your business by doing more business with existing customers than by acquiring new ones. The goals of customer experience improvements are to actualize that mantra. Based upon a recent conference I attended, one might have come away with a very different point […]
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(Hint: Not As Valuable As You Might Think) Find yourself in a group of customer experience (CX) professionals, and phrases like “delighting the customer” or “creating moments of wow” will pepper the discussions. You will learn that delighting your customers will result in increased loyalty, share of wallet and a positive word of mouth. Few […]
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It’s 1900. Hawaii becomes an official U.S. Territory, L. Frank Baum publishes The Wonderful Wizard of Oz, and the American automobile industry consists of 500 luxury automakers producing handmade vehicles that start at $1,500 (roughly $41K today). By 1906, the automobile industry is so unattractive that it divides a nation. “Nothing has spread socialistic feeling […]
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Last week, in the heart of Boston, Macquarium was honored with the opportunity to speak to the good folks of the SCORE Conference on Customer Analytics. Specifically, on how analyzing customer feedback can drive loyalty through enhancing existing products and services, as well as informing the development of new ones. We were fortunate to have […]
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