Customerland

The Actual Center of the Universe

[Customerland @thecustomr]

Historically, marketers equated patriotism with domestic manufacturing or American ownership. BrandKeys, Inc. new segmentation analysis indicates consumers now define patriotic brands through a much, much broader lens. Check out RobertPassikoff's latest:
https://t.co/aOjqQfoXkZ

[Customerland @thecustomr]

We Know What Customers Cost. We Don’t Know What They’re Worth.
https://t.co/cka1tuRbG7

[Customerland @thecustomr]

As the country heads into its 250th year, Brand Keys has released its 25th annual Most Patriotic Brands survey and this year, the firm went further than ranking brands. It set out to explain why consumers see certain brands as patriotic in the first place.
https://t.co/XElsGHzE9z

[Customerland @thecustomr]

We talk a lot about trust and authenticity in these pages and yes, those topics can get very esoteric very fast. But Robert Passikoff's latest piece points to the very real bottom line effects of brand authenticity and the high costs of getting it wrong.
https://t.co/XncK3hviyJ

[Customerland @thecustomr]

Using what they (agents) know about the customer and the context of the product search, agents will become the primary decision makers in many buying journeys."
https://t.co/zO7rw11P1f

[Customerland @thecustomr]

We're lucky enough to publish Andrew Schulkind's work with some frequency. IMO Andrew's perspective is something of a rarity in marketing circles for a lot of reasons - not the least of which is his ability to cut to the chase. Case in point:
https://t.co/YQpYNvxVV9

[Customerland @thecustomr]

Had an eye-opening conversation with Michael Hutchison of eClerx recently. In his view there's a subtle but important shift underway inside customer operations: insight alone has very little value.
https://t.co/f1uOluJwHb

[Customerland @thecustomr]

You may be aware that Global Accessibility Awareness Day is May 21. But what you probably don't know is that disabled Americans control an estimated $490 billion in disposable income, and globally, disabled purchasing power is an estimated $8 trillion.
https://t.co/MlfYluhwkS

[Customerland @thecustomr]

It turns out that patriotism (the authentic kind) pays. Robert Passikoff, CEO at BrandKeys, Inc. unpacks the 25th edition of The Most Patriotic Brands survey.
https://t.co/jt5yl4Vi6q

[Customerland @thecustomr]

According to Brand Keys, Inc. latest research "Patriotic brands secure economic success by fostering intense emotional connection and consumer trust, leading to six times better Return on Marketing Investment (ROMI) and increased brand loyalty." https://t.co/rozYuBlOH3

[Customerland @thecustomr]

“Nobody gives a sh*t about brands anymore.” One colleague of mine, who is in a good position to observe these trends, said what initially struck me as cynical but has stayed with me ever since.
At first glance, that feels obviously wrong. But ....
https://t.co/SmHpq0eUGG

[Customerland @thecustomr]

I spent some time digging through Verint’s newly released State of CX report and I think a lot of people are going to misread the findings. The easy headline is: “Customers prefer humans over AI.”
But that’s not really what the data says.
https://t.co/7Pk7upXTC3

[Customerland @thecustomr]

Everyone in CX keeps talking about “deflection” as if getting rid of the customer interaction is somehow the goal.
That’s backwards.
Listen here:
https://t.co/BWcDgceBQ3

[Customerland @thecustomr]

Marketing word of the day: Intent - that thing that so many of us gloss over in our rush to get things done. But skipping the intent question doesn’t make it go away.
https://t.co/QoiSDNo4R7

[Customerland @thecustomr]

Burnout isn’t a people problem.
It’s a system problem.
We keep trying to “fix” individuals when the environment is doing exactly what it was designed to do—extract.
My colleague and friend Michael Fisher Ed.D. Fisher nails this.
https://t.co/QsFCKZnusH

[Customerland @thecustomr]

Most companies think they’re doing branding. They’re not. They’re decorating.
RobertPassikoff breaks it down to something far more useful:
11 questions that determine whether your brand actually drives loyalty and profit or just looks good doing nothing.
https://t.co/GiCz51ngBo

[Customerland @thecustomr]

Most companies get collaboration wrong.
They treat it like a people problem.
Hire better.
Train harder.
Talk about culture more.
Meanwhile… nothing actually changes.
Because collaboration isn’t about personality.
It’s about environment.
https://t.co/JlVzAHZQnk

[Customerland @thecustomr]

Most leadership advice doesn’t survive a real room.
Pressure goes up. Stakes tighten. People get defensive.
That’s where frameworks die.
This doesn’t.
Michael Fisher Ed.D. Fisher (CEO of AllantGroup) lays out a five-step sequence you can actually use
https://t.co/mXmOK6i48Q

[Customerland @thecustomr]

I’ve known and worked with MichaelFisher for about 6 years now. This is the first excerpt from his new book “From Boardrooms to Barns” is just a taste of the kind of wisdom and guidance I’ve experienced and hope you will too.
https://t.co/CwwgmP1tmU

[Customerland @thecustomr]

A lot of AI talk today is about agents doing work. What happens when AI starts designing the work itself? In my latest conversation with AlanTrefler, CEO at Pegasystems, we discussed the idea of AI as a business architect.
Listen here:
https://t.co/LrYSBE37SS