Customer Experience Matrix
APRIL 21, 2010
To be honest, I couldn’t quite follow her argument, but the gist seemed to be that true experts in the future will be people who can integrate information from multiple domains by leading teams of people who are themselves experts in different fields. In most cases, experts won't provide that kind of personal attention for free.
Customer Experience Matrix
OCTOBER 6, 2015
Here’s a fact-filled blog post that uses some my carefully assembled information. Let's start with a truth universally acknowledged – that customers have rising expectations for personalized treatment. In other words, marketers are nowhere near as good at personalizing experiences as consumers think. I’m so ashamed.)
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Customer Experience Matrix
MAY 24, 2016
Indeed, I’ve been telling clients for some time now that they will need a mix of consolidated and federated sources, with federation clearly the right choice for contextual information that is only relevant in a small number of situations. Further reinforcing these trends is the customers’ increasing expectation for personalization.
Customer Experience Matrix
FEBRUARY 3, 2010
By “addressable”, I mean there is information such as a mailing address or phone number that lets the marketer contact the individual. By “identifiable”, I mean information is available to link data about the same individual from multiple sources. Digital marketing does not use a database of addressable, identifiable individuals.
Customer Experience Matrix
FEBRUARY 2, 2010
Database marketers strive to gather ever-more information about their customers and (to a lesser extent, because less data is available) about their prospects. I’m not saying many of them wouldn’t like to identify each person they interact with, just that this is obviously impossible in most situations.
Customer Experience Matrix
SEPTEMBER 3, 2009
Naturally I have plenty of opinions on the topic, but just for fun I decided to scare up a few facts to reinforce them. Many are contradictory, but it's clear that marketers need to invest in social media, which might eventually replace search as the primary way that customers find them.
Customer Experience Matrix
DECEMBER 9, 2008
On that scale, University of Ottawa Professor Timothy Lethbridge must be some kind of genius, because his course notes on Software Usability express my opinions on the topic even better and in more detail than I’ve yet to do for myself. language skills, physical disabilities, etc.).
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