Insights Blog
Crafting Consumer-Centric Strategies: Profits, Priorities and People
Companies seeking to become truly consumer-centric must align three key elements – profits, priorities, and people. In a recent post, I discussed how financial realities, strategic goals, and customer needs interact dynamically in shaping efforts to put the consumer first. Navigating this interplay requires understanding both the numbers and the humans behind them...
Successful Consumer-Centricity is About Dollars and Sense
When C[IQ] engages with a client to help accelerate their consumer-centricity, one of our first asks will typically be for copies of the client’s financial statements and long term strategic plans. Why? That’s because companies seeking to accelerate their consumer-centricity need accurate alignment with financial realities, corporate strategy, and consumer-focused marketing…
Cultivating Customer Loyalty by Thinking Beyond Points
While traditional points-based loyalty programs have been the go-to strategy for many businesses, it's time to explore alternative approaches that can foster deeper and more emotional connections with your customers…
Customer Loyalty: Your Competitive Advantage
In the dynamic world of business, one factor stands out as a game-changer: customer loyalty. A loyal customer-base can be the driving force behind long-term success and profitability. Let's delve into the advantages of customer loyalty…
A Jumbo Miss: Team Jumbo-Visma Shifts Past an Opportunity
This missed opportunity by Jumbo-Visma's digital team is surprising…
Unlocking the Power of Customer Engagement
In today's fast-paced and hyper-competitive business landscape, 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁 isn't just a buzzword; it's a strategic imperative that can make or break a company's success. Read why customer engagement is crucial for business success…
Cultivating Brand Love
Every brand seeks the nirvana of #brandlove. Yet, getting there requires masterful effort. Here are 10 strategies to cultivate customers who love your brand.
Brand Love
Yesterday I overheard someone say “Oh, I love that brand”. I immediately wondered if their definition of “Brand Love” is similar to what we embrace at C[IQ]…
Resync Your Data; Save Your Customer
Trigger eMails should be fire and forget -- that's true if all use cases are contemplated during implementation. My mantra...always walk in the customer's shoes. Brands can avoid customer experience failures by doing so. These two eMail mishaps could have easily been avoided.
An eMail #FAIL
Several weeks ago I was exploring the website of a fitness brand where I was considering making a purchase. Their products and story are unique. The site was simple to navigate; it included nicely curated, engaging video content. I was captivated yet, not quite ready to make a purchase…
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…
Uber Drives Restructuring for Success
I’ve heard several wonder aloud words to the effect, “What in the world is happening to Uber; first two C-level departures, several Board departures and most recently 1/3rd of the marketing force has been let go, with talk of hiring freezes in marketing and technology development… really?” To some this appears that at the very least Uber is in some serious trouble or at the very worst they’ve lost their sense of the importance of the customer. I disagree with both, and in fact, this workforce reduction move on the 29th, is not surprising but foreseeable if not completely sensible. Why?