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Why It’s More Important than Ever to Create Exceptional Customer Experiences
May 17, 2013
In: The Buzz
Branding, CACI, Customer Loyalty, Customer Satisfaction, Engagement, Integrated Marketing, Mobility, Social Media, User Experience
One of my favorite bloggers and authors, Brian Solis, recently wrote a book, [What’s the Future] of Business: Changing the Way Businesses Create Experiences. For those of you who may not know Brian Solis, he’s a [really smart] digital analyst, sociologist, and futurist who is globally recognized as one of the most prominent thought leaders in new media. For the social media gurus out there, he has 179K+ Twitter followers and 23K+ “likes” on Facebook. That’s pretty impressive.
Brian’s latest book is a fascinating read about how businesses need to “start creating and nurturing incredible and shareable experiences for your customers from the moment your brand touches them.” He boldly states, “The future of your business depends on it.” Of course, much of Brian’s work relates to what many of us in the government contracting world refer to as the “commercial sector” – that whole body of business outside the federal government.
However, I couldn’t help but think about how the government services industry could benefit from his approaches to customer experience. He asks, “Is your company equipped to change with your customers? Is it ready and able to create meaningful experiences that keep them hooked? If not, it’s time to recognize how customers are not only changing but also how they’re sharing experiences about you and your competition.”
About this Blog
Brains, Brands and Behavior explores how we think and behave and how this affects our perceptions about brands. Through the psychology of branding, it's clear how important it is to have a solid and powerful brand, no matter the industry you're in.
Cutting to the Chase focuses on how tools like Twitter and others have forced us to say what we want to say in as few words as possible, and how it's forced our society to learn how to be brief, concise and 'cut to the chase' instead of being long winded.
Doing Good discusses the importance of companies and organizations giving back to their communities and how 'doing good' is associated with the goodness of an organization's brand.
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