Customer engagement

Trust is broken
Trust in major institutions, media, business, CEOs, government and social (to name a few) has sunk to an all-time low since Edelman started publishing its annual Trust Barometer in 2012. CEO credibility dropped 12 points globally to an all-time low of 37% (2017 Edelman Trust Barometer) People now see media as...
Providing good customer self-service possibilities is a must. We have all the possibilities to enable it, customers want it and with smart technologies we dispose of the potential to make it more creative, relevant and a differentiating experience. Several brands have even succeeded in dramatically lowering customer service costs by...
Customer-centricity: what is it and what does it even mean to be customer-centric? Does it matter to define it or look at how people define it? It sure does! Definitions, models, views and approaches to be more customer-centric. While customer-centricity isn't new, it's increasingly used in the context of, among...
Richard Sedley at the Fusion Marketing Experience
If you’ve been around marketing for a while and especially if you have been around online marketing for some time, you have likely heard in the past people ask if their company really needs a website. Of course nowadays that question would be seen by the vast majority of us...
Sitting here waiting for my younger daughter to be judged in a History Day competition, I found myself thinking about the value of history. Have we learned nothing? In front of me are tables filled with historical vignettes, with students standing poised to answer questions from the judges. After the...