Tag Archives: Customer experience

Why You Should Revisit Your Shopper Journey (And How To Do It Right)

This post was
originally published on Kelton
Global’s blog

Understanding the consumer journey has always been (and
still is) a crucial piece to closing the gap between interest and purchase. But
while fundamental needs haven’t changed, the customer journey is much more
layered and multi-directional.
Today’s consumer doesn’t just follow one of a handful of
discrete routes in their journey to purchasing a good or service. With the
Internet at their fingertips, shoppers now bounce around the traditionally
linear path to purchase’easily jumping from an in-store touchpoint to a digital
platform in the snap of a finger, gathering information from multiple sources
throughout the process.
Consumers can now leverage the wisdom of the crowd to
educate themselves before ever setting foot in a store.

Keep these two major shifts in mind when deciding on
research strategy for your next customer engagement journey project:
Consumers are wildly
more empowered in their relationship with brands.

We don’t just live in the age of information. We live in the
age of informational guidance, with unprecedented access to (and
considerable depths of) knowledge about almost anything there is to know about.
This is especially true when it comes to products and brands. Consumers can now
leverage the wisdom of the crowd to educate themselves before ever setting foot
in a store. This presents a huge opportunity for brands to garner awareness
among consumers shopping for their products. At the same time, this also means
exponentially more touchpoints to maintain and track, as well as heightened
expectations of consistent brand experiences across platforms.
Just as every shopper is able to consume information via the
Internet, they are equally as empowered to publish their own thoughts, reviews,
and experiences en masse. An opinion that was once voiced to a handful of peers
can now be amplified 1,000 fold by way of direct input and feedback platforms.
Rapid customer service response has never been more important as a result.
While companies have lost a degree of control over their digital narrative
thanks to bloggers and product/service review sites, the new landscape is not
without its advantages. Adding a digital footprint to brand perceptions offers
a valuable opportunity to monitor and better understand perceptions of your
brand, and what sites consumers are visiting online.
Today’s world is
defined by options.

The market landscape has become significantly more
fragmented and competitive.
Today’s world is defined by options. Consumers now have a
tremendous amount of choice in what products to buy and brands to engage with
in order to serve a given need. The rapid increase in number of options for
shoppers to explore, coupled with more ways to access and consume products,
means that consumers expect a brand experience that fits seamlessly into their
lives (not vice versa). What’s more, people browsing online now have easier
access to information about your competitors’ even comparing their products and
yours side by side. It’s important to visually communicate this aspect of a
shopper journey in a way that is clear and concise, so that your internal team
can understand and activate on consumers’ actual paths.

It can be difficult to capture the complexities of today’s
typical path to purchase, because there’s
nothing ‘typical’ about it
. Keeping to the traditional research model for
path to purchase is no longer an option, because it doesn’t paint a complete
picture of the varied journeys a consumer may realistically take. But
abandoning the model entirely isn’t the solution, either. We believe in a
differentiated philosophy based on key shifts in the landscape, integrating
existing knowledge with newer techniques (like social listening) to give our
clients a complete and accurate picture of the customer journey.

Top 5 Reasons Why OmniShopper is Your Key to Retail Success

With the summer holidays now behind us, are you ready to
book your OmniShopper International ticket?
If you haven’t really thought about it yet, that’s ok.
There’s still time for you commit for 2016. In fact, we’ve come up with a short
list of why OmniShopper is YOUR can’t miss destination for retail success:
1.       Uncover
the Latest Shopper Research Methodologies

Emmanuel Malard, Consumer & Market Insight Manager, Samsung Electronics
details how Samsung validated the use of 360?? virtual reality immersion became
part of the research toolkit for their insights team, and what’s coming on the
2.       Integrate
Omnichannel Retail Strategies to Connect

Kantar Retail’s Owen McCabe will provide you with an overview of the
omnichannel ecosystem, and how smart brand owners are effectively connecting
with their consumers by leveraging omnichannel for competitive advantage.
3.       Become
a Great Marketing Leader

With the guidance of Patrick Barwise, Emeritus Professor of Management &
Marketing, London Business School, you’ll learn how to maximize your business
impact and long-term career success by complementing your technical marketing
skills with a range of leadership skills. Plus, get an inside look at the soon
to be released book, The 12 Powers of a Marketing Leader.
4.       Prepare
Your Organization for the Next Data Revolution

Big Data will soon be a thing of the past, at least according to Martin
Lindstrom. What’s next, the seemingly insignificant consumer observations that
will completely transform the way businesses are built and run, soon to be
known as SMALL DATA.
5.       Embrace
Disruptive Trends & Innovations

Henry Mason will show you can get ahead of your customers’ rapidly accelerating
expectations by generating actionable foresight, and relying on the latest
trends and innovations across the retail and media landscapes.
Download the brochure for the full programme: http://bit.ly/2csCgQH
Book your ticket by
Friday, 23 of September and save ??200. Plus, Use code OMNIINTL16BL for ??100 off
the current rate ‘ Secure your spot today! Buy tickets:
We hope to see you in London!

The OmniShopper Team



Insights as a Vehicle for Influence: Embracing the Omnichannel Customer Journey

By: Amanda Ciccatelli,
Content Marketing & Social Media Strategist, Informa
Insights have become a vehicle for influencing marketing and
ultimately, the world. That’s why next in our Insights as a Vehicle for
Influence series, we sat down with Claire Quinn, principal at Capre Group to discuss
the ever-changing retail space and how to embrace the omnichannel customer
Here’s what Claire had to say:
How is digital
reinventing retail?
Quinn: For
Millennial ‘digital natives’ and those GenX and Boomers who are early adopters,
digital has reshaped the traditional ‘role sort’ of consumers and
shoppers. Instead, people are shifting between ‘consuming’ modes and
‘shopping’ modes seamlessly, regardless of their physical location. 
Imagine this scenario to demonstrate these shifting
modes:  a young woman views a TV ad showing how a new lipstick will last
all day (consuming mode)’she researches user reviews online with her phone (consuming
mode)’then uses her phone app to check whether her local drug store carries the
brand (shopping mode)’ultimately ordering it for pick-up at her neighborhood
store (shopping mode). She has moved along the full path to purchase -
shifting between consuming and shopping modes – all from the convenience of her
own living room. 
It will be critical to understand the different decisions
people are making at each point along this new path, as well as the right
marketing touchpoints and content to share to drive conversion and reinforce
each purchase decision. 
What can retailers do
better to embrace the omnichannel customer journey and experience?
Quinn: The new
omnichannel world presents a great opportunity for retailers to partner with
manufacturers to successfully meet and exceed consumer/shopper
expectations. Manufacturers are experts in their categories, and can
provide deeper category leadership insights and perspectives than most retailers
can create on their own. And retailers know their shoppers extremely well,
having built incredible capabilities to target and engage their shoppers.
Together, manufacturers and retailers are able to
collaborate in new ways, such as to engage shoppers pre-store, getting brands
on the list of relevant household segments or to reinvent the aisle or
check-out experience, to provide added value to shoppers while driving
incremental impulse purchases. Working together to exceed shopper expectations
provides a triple win for everyone ‘ shoppers, retailers and
What are some shopper
insights lifecycle best practices you can share?
Quinn: One of the
most important things insights professionals need to keep in mind when planning
research is to ‘begin with the end in mind.’ Specifically, what is the
business problem you are trying to solve and how will the insights drive action
once the results are in?  
At Capr?? Group, we work with clients to delve into root
cause analysis and create hypothesis-driven assertions to guide research design
as well as post-research analysis and application. This approach helps to
ensure one is thinking through the full insights lifecycle before the Knowledge
Brief is even drafted. 

Want more on this
topic? Attend OmniShopper International this November in London, England. Learn
more here: http://bit.ly/2aSfoLS 

Get Unprecedented Access to Stephen Dubner at TMRE

TMRE Brings You the Best in Insights, Featuring Exclusive
Access to Best-Selling Author, Stephen Dubner
The world-renowned author of Freakonomics and
SuperFreakonomics, will reveal how you can leverage the power of incentives to
uncover human behavior.

Dubner is taking to the keynote stage at TMRE: The Market Research Event this
fall to show you, no matter what industry you’re a part of, how to inspire
change in both your organization as well is in your customers’ minds.

The first 10 people to register with code DUBNER receive
complimentary access to the VIP lunch with Stephen.
Book Your Today: http://bit.ly/2bdhOoM
Stephen Dubner is just one of the amazing insights leaders
at TMRE. Access more than 120 sessions from cross-industry insights leaders,
Consumer Goods Perspective: PepsiCo’s Director
of Insights & Analytics talks about the evolution of their state of the art
Gatorade Mission Control Center and it’s new approach to digital insights.
Pharmaceutical Perspective: Merck’s Executive
Director of Global Customer and Brand Insights details the art of transforming
insights into stories and strategies that drive results.
Financial Service Perspective: MasterCard’s Data
Visualization expert details why Data Visualization is the key to Empowering
Powerful Business Decisions
Retail Perspective: Walmart’s Senior Director of
Customer Insights & Analytics reveals how the combination of Big Data and
traditional research methods can lead to stronger insights
Media & Entertainment Perspective: SVPs from
AMC and Cablevision come together to share best practices on how to join forces
on data driven business insights.
Travel Perspective: Marriott’s Senior Director
of Consumer Insights reveals low-cost research for high-impact results.
And so much more!
Download the TMRE brochure for the full agenda and
session details: http://bit.ly/2bdhOoM
Use exclusive LinkedIn discount code TMRE16LI for $100 off:
See you in Boca Raton this fall!
The TMRE Team


Differentiated Customer Experience: Easier Said

By: Rick Kieser,

This post was recently
published on Ascribe’s

Differentiated customer experience (CX) is a deceptively
challenging goal shared by growing numbers of companies. In a recent presentation on Digital
Marketing Trends
 by Mike Corak to
the Cincinnati AMA,
we heard a lot of valuable insights, but one statistic in particular caught our
attention.  On slide 36 in his presentation, Mike quoted an
independent study that said ’89% of companies plan to compete primarily based
on customer experience in 2016.’
It sounds smart and admirable, but what does really
mean to compete on customer experience, and what does it really take?  One
thing it means is ‘something different for every company,’ because to compete ‘
to differentiate ‘ means that you are setting yourself apart as better,
special, even unique.
Easier Said Than Done

In order to truly compete on the basis of differentiated
customer experience, you must:
Identify what makes (or could make) you special
Understand the underlying drivers of your
differentiated customer experience
Deliver it consistently and monitor customer
sentiment relative to your differentiator
So how do you tackle the differentiation challenge and turn
it to your advantage?  The answer is this: ask, analyze, act and ask
again.  Simple, right?  Well asking can be, but what comes next can
set leaders apart.  If you process your open-ended feedback in context
with the rest of your survey data, you can very quickly generate actionable
insights to identify, understand, deliver and monitor your unique customer
Build on Customer

In our own independent research, 91% of respondents said
they collect some kind of unstructured comments, but only about 60% do anything
at all with that feedback and a mere 30% drive their data all the way to real,
actionable insights.  That’s a far cry from the 89% who recently claimed
they would be differentiating based on customer experience!
To us, that translates tremendous opportunity for companies
to capitalize on assets they already have (survey data and open-ends) to
generate insights that can reveal and strengthen their own differentiated
customer experience proposition.

Top 10 Reasons to Attend OmniShopper 2016

This summer hundreds of research & insights
professionals in the retail industry will
join together in Chicago to shape the future…
Will you be a part of it?
Take a look at just a few of the reasons why OmniShopper 2016 is a can’t miss for you and
your team:
Industry legend Daniel Kahneman, Nobel Prize
in Economic Sciences & Best-Selling Author, Thinking, Fast and Slow leads
a conversation with you to better understand what shapes our choices,
judgements and decisions
Transform your category by using virtual
reality – Riddhish Kankariya, VP of Strategy & Insight, Happy Family
Brands will share how they used a virtual store to optimize the brand’s
products on shelf, and how you can take existing concepts and update them to
resonate with the shoppers’ changing needs
Examine multiple methodologies used to
generate shopper and consumer insights – from qualitative to quantitative -
and when and how to apply them with best practices from SmartRevenue, The
Hershey Company, Capre Group and Wrigley
Get behind the science of presentation
excellence as William Greenwald, Founder & Chief Neuroleaderologist,
Windsor Leadership Group, Author, Be A Mindsetter leads a workshop on The Art
of Storytelling 
Explore how gut vs. data will lead to
renaissance in marketing as we connect back to the fundamentals and emotional
engagement through human truths with Jessica Hendrix, President & CEO,
Saatchi & Saatchi X 
Uncover how you can leverage shopper insights
to drive effective path-2-purchase executions to drive category growth like
Heineken USA with Haley Rubin, Digital Shopper Media and Shawn Fitzgerald,
Director, Shopper Intelligence  
Dan Seymour, Director, Shopper Marketing Dell,
reveals how to convert a confused and uncertain shopper to a purchaser and
build loyalty with a more satisfying learning and shopping experience 
Drive faster and more impactful insights with
online insights communities with best practices from Red Bull North America,
who was able to build dynamic and ongoing relationships with their
Bayer Consumer Care, The Hershey Company and Campbell’s
soup come together to share how you can reach your shoppers where they plan,
shop and share, taking a closer look at the impact of technology, digital and
Collaborate with retailer and manufacturer leaders – check
out who’s already signed up to attend:
Ace Hardware
Alter Agenda
Amax Inc
American Greetings
Arc/Leo Burnett
Asics America
Bayer Animal Health
Bayer Consumer Care
Bellomy Research
C+R Research
Campbell Soup Company
ConAgra Foods
Design Phase
Directions Research
Energizer Personal Care
Estee Lauder Companies
Excel Displays & Packaging
Explorer Research
Foresight ROI
Georgia Pacific
Happy Family Brands
Harbor Industries
Heineken USA
Horizon Media
Indiana University
Kelley School of Business
Kellogg Company
Kimberly Clark
Lowe’s Home Improvement
Mall of America
Maple Leaf Foods
Mars Inc.
Mission Foods
Moet Hennessy
Murphy Research
Nestle Purina Petcare
ORC International
Philips Design
Publix Super Markets
Red Bull
REMWorks Sleep Store
Sargento Foods
Seismic Group
Smucker Foods of Canada
Smurfit Kappa The Americas
Southern Arkansas University
The Hershey Company
The Integer Group
The Marketing Arm
The Mars Agency
True Value Company
Tyson Foods
Univ. of Arkansas Little Rock
US Cellular
USC School of Cinematic Arts
Vista Outdoor

And more!
Use code OMNI16BL for
$100 off. Don’t miss out: http://bit.ly/1TWyTEH
We hope to see you in Chicago this summer!
The OmniShopper Team

The OmniChannel Movement Forces Retailers to Move Faster to Keep Up with Shoppers

The dramatic changes in shopping behaviors influenced by
digital will continue to influence the future of retail.
To hear what big changes we can expect, and how to react to
them, we sat down with Alana Joy Feldman, Digital
Shopper Marketing &
E-commerce Specialist, Consumer Health Division at Bayer
HealthCare LLC.
Here’s what Alana had to say:
How has omnichannel
impacted retail positively?
Feldman: The ‘omnichannel movement’ has forced retailers
& manufactures to move faster, in order to accommodate shopper’s needs. A
true, successful omnichannel experience allows shopping to feel personalized,
as it offers each shopper an enjoyable and consistent experience, regardless of
channel or device. Entering more of these channels increases a retailer’s
reach, allowing them to touch and convert more people.
Another positive impact that stems from omnichannel retail
is the increased amount of data it provides. Although many are still trying to
understand how to harness and wield this data effectively, it will ultimately
fuel better shopper marketing and overall shopping experiences.
How are shoppers
shaping the future of retail?
Feldman: Shoppers
are shaping the future of retail by being more informed and more demanding than
ever. Access to information via technology is now the norm, which has created
an omniscient shopper who has taken control of the retail experience. Retailers
should constantly be monitoring current shopping behaviors and changing
consumer preferences as these will continue to influence the future of retail.
Why is it important
to link digital and physical shopper marketing?
Feldman: Linking
digital and physical shopper marketing is important because in the eyes of the
shopper, there is no difference. The less integrated a shopper marketing
program is, the more clunky and unnatural the experience. With technology
permeating every aspect of our lives, there is no longer much separation
between our physical and digital worlds ‘why should this be any different when
we shop?
Where do you see
retail moving in the next 5 years?
Feldman: I see
shopping automation as the ‘next big thing’ in retail. We’ve started to see this
with the adoption of auto-replenishment programs (Subscribe & Save, etc.),
as well as the development of new technologies such as Amazon’s Dash
Replenishment Service; which enables connected devices to automatically order
physical goods from Amazon when supplies are running low. Convenience,
especially in our product category (OTC medication), is a major factor driving
this behavior. As shoppers’ lives get busier and more complicated, there will
be an increasing need for their daily regimens to be automated.
Don’t miss Alana’s panel presentation ‘Reaching Shoppers
Where They Plan, Shop and Share’ at the upcoming OmniShopper conference July
10-13 in Chicago, IL.
OmniShopper, formerly the Shopper Insights in Action
Conference, is a world-class experience focused on how to translate shopper
insights into dramatic growth opportunities for your business – anticipate and
predict the future, generate fresh insights, create seamless and connected
brand experiences along the complex shopper journey and increase basket growth
at every opportunity – in-store, online and in-home.
Check out the full
agenda: http://bit.ly/25BgVNA

Use exclusive LinkedIn discount code OMNI16BL $100 off the
current rate. Buy your tickets here:  http://bit.ly/25BgVNA

You Need to Add the ‘Why’ of Data to Build New Business

In our Marketing Analytics
& Data Science
interview series, we are catching up with thought
leaders in the industry to hear their take on how to cut through Big Data, the
state of data science, how analytics helps build business, the most important
marketing metrics today, and the future of marketing.
In our first edition, we sat down with Vicki
Draper, Director of Consumer Analytics & Research at Aol. Here’s what
Draper had to say:
How do you cut
through Big Data to get the real ‘people analytics’? 
Draper: You need
to add the why to move from data to insights - one way to do this is by
combining big data findings with primary research data to get at things
that big data has trouble measuring by itself, like psychographics and emotion.
How does data science
help internal stakeholders inform decisions today?
Draper: I’m on
the primary research team so we’re often using marketing analytics as a
starting place.  For example, from our analytics we’re starting to
see the proportion of traffic coming from off-network increase vs on-network.
So we start with that and then use primary research to explore the ways we can
make that off-network experience as good as possible to get people more engaged
with our properties. Another example is all the primary research we’ve
done to uncover insights around how people shop. We have product teams that are
using these insights in combination with A/B testing to test emotional
engagement metrics as well as transaction metrics to find the best performing
Why are marketing
analytics so important in today’s hyper connected world? 
Draper: On the
primary research team, marketing analytics helps us apply what we learn
from our primary research by giving us a way to test and learn based on what we
see in the real world.
How can data and
analytics help build new businesses?  
Draper: It feeds
into a virtuous cycle. You can launch a product and start collecting user data
which feeds back into your product development cycle so that you can build
better products that maximize metrics like time spent and conversions. In our
shopping research, we talk a lot about how people use the shopping cart as a
wish list or a place to put things that inspire them, even if they are not
intending to transact during that session. So even if they don’t transact
during the session, there is a high level of brand engagement there which is a
good thing. We can then use data science to help discover the triggers that get
people to go back to that cart. We can also look to improve the experience with
the cart by helping people with the real reason they are putting things in
their shopping carts so that we deliver on emotional cues not just utilitarian
What’s the most
important metrics, in your opinion?
Draper: It
depends on what your objective is, but in the digital space the
primary focus is often conversions, while brand metrics are often
forgotten or secondary. However, our shopping research shows that people are
window shopping online all the time, even if they have no immediate intention
of making a purchase. And while they are doing all this window shopping, they
are building a reservoir of product knowledge and brand experiences, good or
bad so when the time comes to make a purchase they are not starting from square
one. Our research shows that the more often people window shop online, the more
likely they are to know what brand they’ll buy before they get into the active
shopping window. In this environment, it’s important to create deeper
brand engagement online and focus on metrics that measure that connection
to make sure your brand gets into people’s consideration set before they
decide they need to make a purchase.
How can data and
analytics help tell a marketing story? 
Draper: As an
example, let’s look at content marketing or whatever you’d like to call it
‘ branded content, sponsored content, branded entertainment, or native
advertising. We have built a data and insight toolkit for content
marketing that informs and/or validates these programs through their entire
lifecycle ‘ from guiding strategy to inspiring program development to
measuring campaign effectiveness. So, for example, we use our Content
Segmentation research findings around why people use and engage with
content to inspire our content marketing team to build a creative program that
increases consumer engagement for a client. 
Then, we not only measure the effectiveness of that program,
we combine the measurement data across all our programs into our Normative
Database of campaign effectiveness. Before we built this database, there wasn’t
really a standard way to measure these types of programs. We built a
methodology that enabled us to hone in on content marketing and understand how
exactly these programs have driven brand impact, a primary KPI for many of
these programs. Over the past three years, we have measured over 50
programs, 250 marketing activations, and over 45,000 consumer experiences that
we’ve collected on behalf of well-known brands spanning many
categories. As we ran more of these content marketing campaigns and
baked this research into the campaign measurement, we aggregated the data
together into a normative database. So data and insights are not only
driving better performing programs, but they are also providing proof points
for the marketing story through the Normative Database.  
Where do you see
marketing going in the next 5 years? 
Draper: Data will
be critical to marketing success, and no longer optional. Marketing has already
started to combine data with creative, and the power of data will be even more
significant in the next 5 years. Also, the relationship between the brand and
consumer will no longer be a one-way conversation. More and more branded
content will come from consumers as brands give up trying to have complete
control over their brand, and will engage with consumers to tell their story.
With technology, brands will be able to personalize consumer experiences at
scale like never before. Finally, it will be increasingly necessary for brands
to think about optimizing towards the things that are important, like
connection with the brand, not just the things they can easily measure. 

Want to hear more from Vicki Draper? Attend the Marketing Analytics
& Data Science Conference June 8-10 in San Francisco, CA. She will be
presenting a session, ‘The Missing Metrics Link: What Digital KPIs Don’t Tell
Us About Shopper Behavior.’ To learn more about the conference or to register,
click here
: http://bit.ly/23ZKJCH

Evolving from Big Data to Smart Data: New Ways CX Researchers Predict Customer Behavior

Often big data initiatives are just that’too big to get off
the ground. But VoC survey data alone rarely delivers the insights leaders need
to take bold actions.
In an upcoming webinar hosted by Convergys Analytics, ‘Evolving from Big Data to Smart Data: New Ways CX
Researchers Predict Customer Behavior,’
John Georgesen, Ph.D., and Senior
Director, Research Analytics and Decision Sciences at Convergys Analytics, will
discuss how three Fortune 100 companies are tapping into new technologies and
using linkage methodologies to uncover customers’ needs, wants, and actual
behaviors ‘ and turning those insights into business cases for action.
John currently specializes in designing customer experience
(CX) programs that drive tangible improvements. With 20 years of applied
experience, John is a recognized innovator in the field of customer experience
This webinar is designed for senior CX professionals who
believe there is more to be learned from customers than surveys alone can tell
them. Save your seat for this webinar
here: http://bit.ly/1fRmxL4

Also, if you are interested in this topic, you don’t want to
miss The Market Research Event 2015 in
Orlando this Fall. TMRE delivers more proven value than any other event of
its kind, which is why it’s the #1 trusted event brand in the world and the
annual meeting place for career researchers – uniting over a thousand consumer
insights executives, with more than 65 percent from client side companies. For more information, visit the
website: http://bit.ly/1JrZdft

Turn Consumer Trends into Innovations

Photo: Watch tower of the dam, Embalse de los Bermejales, Arenas del Rey, Andalusia, Spain, by Jebulon. This file is made available under the Creative Commons CC0 1.0 Universal Public Domain Dedication.

‘Just as a fish doesn’t know it is wet, so companies often can’t see or feel the very opportunities where they are swimming.” – Pam Henderson, author of Killing Ideas

Watching and applying consumer trends can help brands and businesses capitalize on opportunities in their own backyards.

According to Maxwell Luthy, Director of Trends & Insights, Trendwatching.com, a consumer trend is “an emerging pattern of consumer behavior, attitude or expectation.” At Trendwatching.com, they look for “clusters of innovations that have unlocked or newly serviced an existing consumer need, desire, want or value. Tracking trends helps you meet and surpass customers’ rapidly changing expectations.”

During the Total CX Leaders Conference last month, Maxwell described these six key consumer trends and how to apply them to enhance the customer experience:

1. Sympathetic pricing: Consumers love imaginative, targeted discounts that relieve lifestyle pain points, offer a helping hand in difficult times or support a shared value.

2.  Video valets: Consumers are coming to expect instant, video-based exchanges with brand reps when they need them.

3. Deliver (more than) goods: Truly customer-centric brands – established or new – will understand that delivery is just the start. Make customer experiences effortless, personal and surprising.

4. Politeness pays: Beyond two-way ratings, smart brands are realizing they can foster a better customer experience by rewarding good behavior – and even punishing the impolite!

5. Beneficial intelligence: Consumers will embrace services that use data and contextual understanding to make intelligent decisions, automatically sort daily tasks and offer the right advice at the right moment.

6. Post-demographic consumerism: Consumers are freer than ever before to construct their lifestyles according to their own ideals and tastes, with little regard for tradition.

Let’s keep the Total CX Leaders Conference conversations going! Stay connected with TCXL15 at:
- twitter.com/#TCXL15
- linkedin.com/Total Customer Experience Leaders
- facebook.com/Total Customer Experience Leaders

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.