Why it’s never OK to ignore the customer experience

“This is a tech project; so why do I need to consult the customer?” Sigh. During my working career I have heard this very question (well, it’s more of a statement really) more times than I would have expected. Sometimes it was worded differently and may have sounded something like, “No, no, no. We don’t […]

Cómo las empresas de CPG pueden abordar el “Efecto Amazon” y reconsiderar el compromiso del cliente

Cuando Amazon compró Whole Foods por casi 14 mil millones de dólares a mediados de 2017, todos tomaron nota. Las empresas y minoristas de bienes de consumo empaquetados (CPG por sus siglas en inglés) estuvieron particularmente atentos. La compra de empresas está cambiando el juego en una industria altamente competitiva que ya estaba llena de […]

How CPG companies can address the ‘Amazon Effect’ and rethink customer engagement

cardboard-boxes-in-warehouse

When Amazon bought Whole Foods for nearly $14 billion in mid-2017, everyone sat up and took notice. Consumer packaged goods (CPG) companies and retailers were particularly attentive. The acquisition is changing the game in a highly competitive industry already rife with upheaval. The quintessential online retailer is now embracing brick and mortar – and it […]

Is employee experience as important as customer experience?

Superheroes Friends Fist Bump Happiness Concept

When we think about an organisation becoming customer-centric, we typically think about how to satisfy our customers through a better understanding of their needs and pain points. However, I believe that most organisations critically “undercook” the design of the employee experience that supports the customer. Sure, we design systems and processes that simplify things for […]

What the Bachelor(ette) taught me about customer engagement

Ok, I admit it. I’m addicted to the Bachelor and Bachelorette series. I’m regularly shamed and ridiculed by friends and family about losing my “man card” every time I talk about it. But I can’t stop watching and I know I’m not alone. The reasons are not what my naysayer friends think. I could care […]

¿Por qué los comercios deben centrarse en el análisis de sus clientes?

El análisis de Big Data está transformando muchos sectores, y el comercio minorista no es una excepción. Sin embargo, las tiendas a pie de calle tienen una peculiaridad; a diferencia de algunas industrias, deben extender sus programas analíticos para no centrarse sólo en su operativa interna, sino también en el consumidor en general. Si lo […]

La distribution a tout à gagner à se concentrer sur l’analyse des données clients

Le Big Data transforme de nombreux secteurs, et les distributeurs ne sont pas en reste. Il y a néanmoins quelques nuances qui marquent la différence. Contrairement à certains secteurs, la distribution doit élargir ses programmes d’analyse afin de se concentrer, non seulement sur les opérations internes, mais également sur les consommateurs. Bien exécuté, cela peut […]

Why retailers need to focus their analytics on consumers

Big data analytics are transforming many industries, and retail is no exception. But there’s a difference. Unlike some industries, retail needs to expand analytics programs to focus, not only on internal operations, but also on consumers. Done right, this can empower retailers to make predictions that optimize decisions and operations for both consumers and products. […]

To drive retail transformation, harness the power of omnichannel engagement

As the theme of this year’s National Retail Federation (NRF) big show, “Driving Retail Transformation” indicates that retailers have hit a turning point. Many businesses have invested in digital technology for marketing, operations, supply chain and other essential functions. But they still need to take the next steps: They need to transform their supply chains, […]

Evolving to the post-digital enterprise

“Digital” is quickly becoming the equivalent of a dial tone in the expectations of customers, governments and enterprises around the world. In fact, even the dial tone is gone on most handheld communications devices. Welcome to the post-digital world. I can already hear the groans from my industry friends and colleagues saying, “We have to call […]