Tag: john timmerman

  • sign with question "why" on top of a mountain

    4 Questions You're Not Asking of Your Customer Experience

    According to Forrester, 80 percent of US adults report that what they most value in a customer service exchange is when a company values their time. That finding dovetails with a Walker survey projecting that by 2020, customer experience will be the biggest brand differentiator, usurping both price and product.

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  • The Line Between Creepy and Effective Marketing

    The Line Between Creepy and Effective Marketing

    On the one hand, there are obvious perks for doing so, including the fact that carefully tailored marketing experience can lead to cross-sell, upsell and retention opportunities. Personalization simply works -- and in study after study, consumers say that they like it. But marketers need to be careful.

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