Insider’s guide to CRM strategy. The Customer Lifetime Value (CLTV) Journey. The convergence of CX and CRM creates a lot of interesting new and essential ways to think about audiences. This diagram shows you the 5 most important aspects of creating and managing the ultimate business outcome: customer lifetime value (CLTV). 1) Undecided customers: These […]
Ad blockers? Old news. But their uptake among consumers—10% growth over the past year—isn’t abating, especially among the coveted millennial demographic, where, according to e-marketer, two-thirds block ads. Here’s how smart advertisers & publishers will navigate in 2017 and beyond, according to the tech soothsayers at Mashable and TheNextWeb: Get creative with creative. For ad-blocking […]
LOYALTY BEYOND THE PROGRAM Structured points and discount programs are great for keeping up but to get ahead companies need to evolve their approach to loyalty programs and strategies with a focus on “unstructured loyalty.” Grounded in customer data and creativity, unstructured loyalty initiatives influence and encourage customer loyalty empiricism and great experiences — without […]
HOLISTIC. EMPIRIC. AWESOME. Loyalty isn’t bold enough anymore. It doesn’t draw blood. Doesn’t excite the senses. Too many years spent as an abstract idea of a vague notion of customer devotion. Obliterated from the contemporary marketer psyche by today’s splashier tactics: madtech, programmatic anything, real-time anything, predictive anything, machine learning-anything, software-defined anything. A shame, considering […]
NEUROSCIENCE AND ORGANIZATIONAL CHANGE Advanced computer analysis of neural connections and the application of theoretical work linking the brain and the mind give the organizational leader lots to think about. Beyond carrot and stick behaviorism, fMRI’s, PET scans and EEG’s reveal new rules about change and why it hurts when someone moves your cheese. As […]
