by Paul Cole, President – inQuba N. America. Published by Marketing News Magazine, USA....
Customer Experience Management
The 5 P’s of Customer Experience
What does a business leader need to do to achieve exceptional customer experience results? New ways of thinking are required to be successful at improving customer experience Classical management approaches, with a reliance on rigid structures, prior experience and linear thinking are...
Architects of Addiction: Engineering Customer Centricity the Cyclists Way!
It has taken some time but I have finally come to terms with the fact that I have a chemical dependence. It is a stark realisation but in many ways allows me...
Goldfish Customer Experience
In any conversation, when describing a person that has a very short memory, people often refer to “goldfish” memory on the basis that the only way a gold fish can survive the boredom of a goldfish bowl is by having...
The Layered (Breakfast) Experience
Over the holiday season I noted the launch of a new coffee & breakfast spot in a trendy local suburb already crowded with similar venues. Curious, a few of us decided on the place, which had only been trading for...
Not all Engagement stays in Vegas…Caribbean Cruising, the Obama campaign, to the Kaggle effect!
I have recently spent a week at the annual TIBCO user conference in Las Vegas. This is an annual opportunity to catch up with what is happening in the world in terms of how businesses are using technology to both...
The Truth About Customer Experience Management
Given the global slowdown and the competitive pressures that are prevalent in all markets, there is has been a rapid shift towards a focus on existing customers and ensuring that these customers...