Latest Posts
The Thanksgiving Effect Might Just Make Us Better Merchants
I love Thanksgiving. It’s the one holiday that calls us to pause, reflect, and genuinely connect with others—free…
3 Big Reasons Why You Need to Be Focusing on Experience Design Right Now
When we think about what makes certain brands unforgettable, it’s not just the products or services themselves—it’s how…
Empowering Retail Performance with Human-Centric Technology
Recently I had the pleasure of sitting down with Scott Devlin, Chief Information Officer at The Vitamin Shoppe…
Deus Ex Marketer: What it Takes to Orchestrate Customer-Centricity in a Data-Driven World
Editor’s Note: This piece has been marinating in the backwashes of my brain for a long time –…
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Wait – How Did I Get Here???
Customerland? I thought I was going to TheCustomer? To quote Ferris, “Life moves pretty fast. If you don’t stop…
The Penultimate Guide to Retail Brand Authenticity
As a marketer, how important is brand authenticity to consumers? TLDR:Brand authenticity is a crucial factor in influencing…
CX vs XD: What Does CX Even Mean Anymore?
With deference and respect to our colleagues who operate in the customer service space, you seem to have…
The Broken Promise of Loyalty: Why It’s Failing and How to Fix It
A bit of context before you read this. I have a lot of respect for loyalty marketing professionals.…
23rd Annual Survey of the Most Patriotic Brands in America
Brand Keys 23rd annual Most Patriotic Brands survey has identified 2024’s top 50 American brands consumers feel best embody the value…
Getting to Better Customer Algorithms
The key to unlocking customer engagement lies in understanding that while algorithms can guide you, it’s the human…
Advanced Employee Experience: Rethinking Recognition
Progressive employee experience hinges on creating a culture where acknowledgment is as natural as complaining about Mondays. In…
Predicting the Next Wave in Grocery and Shopping Behavior
Discover the future of consumer shopping habits and strategy adaptation with Barbara Connors, Vice President Strategy and Acceleration…
The Retail Technology Imperatives for 2024
Companies who embrace these retail technology imperatives will set the benchmark for excellence in the years to come.…
2024 Travel Trends Explored in New iSeatz Report
iSeatz, a leading provider of travel loyalty technology solutions for major airline, hotel, and financial services companies, has…
Jean-Matthieu Schertzer Named Chief Artificial Intelligence Officer of Untie Nots, Part of the Eagle Eye Group
Untie Nots, part of the Eagle Eye Group and the leading SaaS business that develops highly personalised, profitable and gamified…
The Secret Sauce of Employee Experience
Ever wondered how a great employee experience could be used to build deeper connections with your brand? Or…
Decoding the 2024 Retail Consumer Psyche
A survey of surveys. In 2024, the consumer landscape is undergoing a remarkable transformation. Shaped by a confluence…
Retail CX has an EX Problem
Unravel the essential connection between employee and customer experience in retail and you’re more than halfway there. Customer…
Which Party Data is the Best Party Data? It turns out that’s the wrong question.
Because it has been sourced directly from the consumer, we’re starting to hear “zero-party-data” tossed around as something of a catch-all for good data practices. That leaves me a little uneasy.
The 2022 Customer Engagement Technology Buyers Guide
The guide identifies 14 Best-in-Class technologies from across a broad spectrum of categories, verticals and disciplines. It represents the tip of the iceberg in terms of the number of technologies available and what we feel are the cream of the crop in terms of the quality of their offerings.
TheCustomer Quick-Take: September 15, 2021
In this edition of the Quick-Take: CX is literally everything, don’t be that CMO, data science D.E.& I.,…
Overcoming Privacy Inertia in Financial Services Means Innovating for Trust
Transparency bridges that gap. Authenticity fills the void. Asking for permission, as it turns out, is more effective than making an apology.
Best of: TheCustomer Roundtable Roundup
What happens when you put 5 (or 6) Customer Engagement Pros together in the same room? We call…
3 Ways to Build Retail Trust
Consider this: Only 11% of consumers trust retailers to properly handle data breaches, according to a survey by First Data.
Using AI to Combat Racism and Bias in Customer Experience
While AI bias is a real issue, AI also can be a tool to combat racism and abuse in the contact center and the larger customer experience effort.
Stuzo’s Measured Approach Pays Off: A conversation with Gunter Pfau
Stuzo has spent the last 9 years quietly building technologies and customer relationships that seem to have suddenly thrust the company into something of a spotlight.
REPORT: Marketing Data and Analytics Survey 2020
Gartner research reveals over 50% of senior marketing leaders are unimpressed with the results they receive from marketing analytics…
REPORT: The Consumer Trust Index Points (Way) South
More than one third of Americans (35%) have indicated that they have virtually no trust in a promised COVID-19 vaccine, and was the critical finding in the 9th wave of coronavirus consumer sentiment research conducted by TheCustomer, Brand Keys and Suzy.
REPORT: Brand Keys Loyalty Leaders 2020 Announced
Medical and Economic Pandemics Significantly Alter Brand Allegiances 20% of Brands Are New to Top 100: Disney, Clorox,…
Coronavirus Anticipation Index V.2 – August, 2020
By indexing the changes in anticipation for 21 key activities over time, American consumers are showing us when they think it will be ok to go back into the water.
Stuzo Includes Transact MPPA Product Free with Bundled Subscription to Open Commerce
Stuzo OpenCommerce Sees the Mobile Payment Processing Application (“MPPA”) as a Commodity
The Coronavirus Anticipation Index – July, 2020
By indexing the changes in anticipation for 21 key activities over time, American consumers are showing us when they think it will be ok to go back into the water.
Building Customer Data Protocols to Emphasize Trust
As shoppers shift toward more trust-based transactions, several companies are surging ahead to lead the new customer dynamic.
The Utility of Fully-Permissioned Customer Data
Fully-permissioned customer data has its roots in conversational, gamified exchanges and its utility extends WAY beyond traditionally-sourced customer data.
Survey: The First Thing People Are Going To Do After Quarantine
We surveyed American consumers on the first activities they are most looking forward-to after quarantine restrictions are lifted.
How Customer Engagement is Evolving and How to Keep Pace with Your UX
Bob Sybydlo offers guidance for the evolving role of UX in marketer's efforts to create more human and empathetic customer engagement.
COVID-19 Lifestyle Tracker: Toilet Paper & Movies
Two months into the Coronavirus Pandemic, the Lifestyle Survey points to sheltering-in becoming routine, continued nervousness about TP, and lots of movies.
COVID 19 Lifestyle Tracker: We’re Having More Sex
SURVEY UPDATE: 45 Days Into the Coronavirus Pandemic Sees Significant Changes In Consumer Activities
How Do You Create Customer Trust?
We asked a group of seasoned executives what it takes to create healthy, functional customer trust at enterprise levels and then we compiled and edited that conversation into what we’re calling the CxO Report Deep Dive: Trust and Transparency
SURVEY: How Coronavirus is Changing the American Lifestyle
National survey tracks 18 consumer lifestyle activities affected by Coronavirus and it's effects on day-to-day lives of Americans.
Fostering Trust and Transparency in the New Customer Age
The CxO Report Deep Dive: The Road to Trust and Transparency, offers guidance to people charged with implementing trust-factor initiatives.
How FreedomPay Became a 20-Year Overnight Success
FreedomPay didn't just don't show up with a checkbook and was suddenly operating with this kind of complexity at this kind of scale.
Executive Interview: Claire Sporton of Confirmit
We spoke to Claire Sporton, SVP of Customer Experience at Confimit just after the release of Confirmit’s “State of Customer Experience” Report.
Coronavirus & The American Consumer
Suzy just published the results of a survey to determine how the American consumer is reacting to, and anticipating the future of Coronavirus.
Guidance Through the New Customer Landscape
The CxO Report: The Road to Customerization is a compiled series of conversations we had with C-level leaders about their trials and victories as they forge new pathways into customer engagement.
Moving Beyond Vanity Email Metrics
To help improve your insights and marketing performance we have put together a set of email metrics that will help move you past the traditional vanity metrics (a.k.a. ornametrics) and improve your bottom line.
It’s Data Privacy Day … Week / Month / Year
Data Privacy Day appears to have more a consumer (B2C) orientation than a business (B2B) one but that doesn't mean organizations should take a pass.
The Customer Data Tail is About to Wag the Dog
Customer Data Privacy is just the tip of the spear. Consumers have higher expectations than most marketers are prepared to acknowledge or deal with – and catching up to those expectations is going to require nothing short of a sea change in AdTech.
Our Top Customer Engagement Reads from 2019
Although we've only been in official existence for 5 months, we've already covered a lot of important ground. In case you missed any of it, here are the top 5 articles we published this past year.
Vanity Metrics and Ornametrics
All that glitters is not gold - especially in marketing - and especially in reporting season.