CAC up, ROAS down, WTF!
As a DTC leader, you brand uses a dozen or more applications and deal with countless transactions, entries, and issues every day. And all that work generates the currency of the information age: data. It seems that everyone is talking about data. Big data, machine learning, analytics, and the possibilities of AI. While you get […]
Retail Industrial Complex
The Retail Industrial Complex: How Did We Get Here and Where Are We Going? Sam Walton opened the first Walmart in Bentonville, Arkansas in 1962. He had a vision of offering high-quality goods at low prices to the people in his community. Jeff Bezos started Amazon in 1994 as an online marketplace for books. He, […]
Top 5 CX Heartbreakers
To paraphrase Shakespeare, “How do I disappoint thee customers? Let me count the ways.“ With a customer experience being the key to making them happy and earning their continued business, it’s important to keep track on where things aren’t going well. According to research, 51% of customers will leave a brand after one bad experience. This […]
Why don’t brand curious customers convert and stay with your brand?
Over the years I’ve purchased from a lot of direct to consumer (DTC) brands. Always rooting for the underdog, they appealed to me on multiple levels. As a contrarian, the fact that these brands weren’t the default choice, made them interesting. Intriguing. They weren’t the big mainstream, me too brands. They were quirky. They were […]
Is Deflection a Curse Word in CX?
Having spent a lot of time over the years in Customer Experience/Support worlds, you get used to a certain vibe about customers.. Some of it comes with the territory given that most interactions are about problems, it’s an easy trap to fall into. Among teams and leadership, there’s a common phrase that shouldn’t be acceptable, […]
