Insights Blog
My Life as a Chief Consumer Engagement Strategist: How I Do What I Do
Here’s a short post reflecting on what I’m doing these days. Having just wrapped up a major engagement that has had me more-or-less heads-down for nearly 2-years, I was recently asked, “What exactly do you do as a Chief Customer Engagement Strategist?” That’s a fair question and a perfect opportunity to reflect on what I’ve been doing…
Kimpton Gets It
Today Kimpton moved me from a Loyalist to an Advocate. That’s because Kimpton went above and beyond what I would expect in extending the customer experience outside their space and politely into my own. Simple, but powerful and a bit clever…
Uber Switching Costs Could be A Lyft
Uber and Lyft both share the “real estate” of a driver’s window and the driver’s phone. While the driver’s window is a moving billboard for both companies, switching costs are super low for the driver, and more importantly, the rider. Indeed, rider loyalty is considerably dependent of the quality of the last trip they took. While surprise and delight tactics hook the rider, over the long term, how does Uber “vest” the rider relationship?