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Android & WP double digit Market Share gains – Market Intelligence augmented
By now you have probably seen quantitative Market Intelligence report from IDC that shows an explosive growth of Android smartphone shipments. “Top Smartphone Operating Systems, Shipments, and Market...
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Musing on Marketing and Customer Experience
I just returned from a business trip that provided me with a fresh perspective on the importance of Customer Experience. Don’t worry – this is not a rant about poor customer services I personally had...
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HTC sweeps Customer Experience challenge
October is here, and that signals the arrival of Piplzchoice quarterly smartphone Customer Experience report. The past reports are available upon request. Here are a few words of explanation of the...
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Retailers misinterpret the ‘Showrooming’ Effect at their own peril
The holiday shopping period of the year is just about to start, and plans for overcoming ‘showrooming’ effect, which last season wreaked havoc on brick and mortar retail sales expectations, are...
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Valuable insights into channel performance
Knowledge of customer satisfaction and experience delivered by a specific channel can be very illuminating from a brand manager’s perspective. It could be even more enlightening if customer...
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OrgChart Challenges to Adoption Management – Lesson Learned
Many business problems that negatively affect Customer Experience have their roots in the siloed nature of an organization. A business often sees itself as a collection of departments, while a customer...
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A Recipe For Market Share Growth
There is a lot written in the last few years about the importance of consumer engagement with brands in the age of the Social Customer. Most writings are focused either on teaching how to get most...
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Customer Satisfaction—the Ultimate Vanity Metric?
Almost every company measures Customer Satisfaction or its variations at considerable expense and effort. Some companies attempt to use the metric for advertising. The metric is supposed to convince a...
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Short update on the experience of smartphone customers
Some long time readers of our blog will remember extensive posts dedicated to market intelligence of customer experience with smartphones. Smartphone customers are one the most active social...
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Bad News For Customer Centricity As Amazon Misses Earnings
The earnings season circus is in town! Who doesn’t enjoy the thrill and drama of corporate giants’ shares rising and falling on commentaries of financial analysts? This season’s main attraction is the...
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Two major threats to superior customer experience
Inadequacy of connection between customer experience investment and financial benefits. It is very hard to provide direct, causal, linear connections between investment into customer experience...
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Algorithms vs People – Customer Experience Perspective
During the last few months I’ve seen a significant increase in a number of articles warning about the onslaught of automation in workforce. A lot of very respectable and technologically advanced...
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Without trust, a business cannot grow. Without reputation a business cannot...
Customers prefer to buy from companies they trust. When consumers’ choices are limited and they have to do business with companies they don’t trust, customers only care about price or looking for ways...
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How Singularity Kills Customer Experience Management
Culturally we are conditioned to look for a SINGLE reason, element or root cause to solve any problem. Remember Curly’s “One Thing” in the City Slickers movie? Well, this concept of singularity does...
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Poll Timing Dilemma
The other day I booked a flight on a popular website. As soon as the ticket order transaction was completed, I received a nicely designed request to share my experience with the agency. That request...
View ArticleWhole Foods Acquisition is a Wakeup Call to Independent Grocers
Much has been written about Amazon acquisition of Whole Food Markets. Every day brings an avalanche of opinions: from the industry pundits’ speculations on a scope of inevitable disruption of the...
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