Customer Experience Strategy: Building Loyalty Through Interactions
Brand loyalty is dead. Long live brand loyalty! Over the last couple of decades, many pundits have forecasted the decline of brand loyalty. Numerous reasons were cited—too many brand choices, minimal or non-existent differences between products, and discounts undermining loyalty. However, despite these challenges, some brands not only survive but thrive. In a world where […]
12 CX Technologies Every Customer Experience Strategy Needs
Customer experience (CX) is a concept that involves everything from the level of service to how well products fit into customers’ lives. It is a key factor for business success, as it can drive customer loyalty, satisfaction, and retention. To deliver a great CX, businesses need to leverage the latest CX technologies that can help […]
How a Holistic Brand Experience Drives Consumer Loyalty?
Holistic brand experience in the Digital age By S SwaminathanA brand of biscuit runs a social media campaign on their relationship with consumers.A brand of watch has a brand website that creates a personification of its brand imagery.A brand of hair oil has an e-store that sells through e-commerce websites.A brand of rice, attempting to […]
Redesigning Marketing Teams for Enhanced Customer Experience
The idea of leading with creativity and not technology coming from a professional who is offering MarTech solutions as one of his key services might sound blasphemous. But meeting after meeting (and there are too many of them), I hear senior professionals dive straight into executional and tactical stuff. Almost always when my team presents […]
Retail Challenges in 2024: Strategies to Thrive
In early May 2020, when I spoke to the owners of one of the biggest fashion brands in the country, they were despondent. Lockdown after lockdown over a four-month period had magnified retail challenges, bringing the business to its knees. Large format stores, national brands, niche players, and regional retailers saw sales collapse by 90%. […]
Leveraging Voice Search in Marketing for Better Customer Engagement
The future of customer experience is staring us in the face. Augmented Reality will bring the store into our homes. Chatbots will become intuitively conversational. 3D Printing will deliver customised and locally made goods. Mobile & wearable devices will become embeddable. Biometric and embedded payment systems will become passé. Blockchain technology will help end fake […]
Marketing Insights on Bias, Aggression, Consumer Connection
As Budget 2020 turns out to be a non-event, and much focus remains on Kunal Kamra’s encounter with Arnab Goswami on an Indigo flight, I couldn’t help but think about how biases have overtaken professional etiquette, acceptable social behavior, and plain old common sense. This reflection naturally leads to exploring valuable marketing insights on patterns […]
The Future of Customer Experience: Insights for Indian Organizations
The current buzzwords in marketing seem to be connected customer experience strategies. Many books and articles are being written on the subject. But how true is all of it and how practical is all of it, especially in India? Yes, I know it is a rhetorical question. We know the answer. We also know the […]
The Changing Landscape of Customer Loyalty
The Decline of Traditional Brand Loyalty and the Emergence of Customer Loyalty The concept of brand loyalty is a dying one, and customer loyalty is becoming the new focus. Consider the fact that when you search for a product online, you are bombarded with messages from five to ten brands trying to convince you why […]
Nike’s Marketing Strategy for Better Customer Experience
I hate it when the same brands come up when we think of innovation and future design, but I guess that’s why they are the marquee brands for which customers are willing to fork out a huge premium. On my recent trip to LA, I went to a Nike store at Del Amo Mall in […]