Social media itself isn’t word of mouth — it’s one way that word of mouth spreads. #wordofmouth Click To Tweet In our social media-dominated world, most people have the impression that word of mouth has transitioned from in-person conversations to retweets and direct messages. They believe that social media IS word of mouth. Not true. […]
Why Social Media and Word of Mouth Are Not the Same Thing Read More »
The team at Convince & Convert and I have been working with Comcast for nearly two years, helping them understand the landscape of customer experience influencers, and how that community thinks about CX transformation and storytelling. Last week, as part of that work, I was joined at the Comcast headquarters in Philly by a cavalcade
How Does Comcast Tell 29 Million People About Customer Experience Transformation? Read More »
Your brand is in a constant fight against competitors. You have to know how you’re perceived. Where you’re losing. What your competitors excel at. And where they’re weak. Unfortunately, most brands don’t prioritize this data. They either don’t collect it because they don’t know what to look for, or they don’t have the
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Key takeaway: You’ll want to bookmark smartercx.com/unforgettable. Consumers are paying more attention to experience than ever, putting the pressure on customer experience (CX) professionals to deliver better and better experiences. Research from Walker finds that, by 2020, a majority of B2B buying decisions will be made based on CX, not price. We all know that CX must
Weekly Tips for How to Provide Unforgettable Customer Experiences Read More »
I know a lot about hotels. I’ve stayed in a hotel between 110 and 150 nights per year for 15 consecutive years. Some have been great. Others, markedly less so. But what I love about hotels is that they are endlessly fascinating laboratories into customer experience choices. You see, nothing is random in
Smart speakers from Amazon Alexa and Google Home have burst on the scene with a velocity and pervasiveness that is nearly unprecedented in the history of consumer electronics. Their rise from strange and novel gadget to near ubiquity in 2018 has been driven by their multi-function usefulness and reasonable price. A new report
15 Important Statistics About Smart Speakers in 2018 Read More »
One website, many audiences. It’s a common challenge for every marketer who must define primary demographics, prioritize content, and extend messaging. Convince & Convert knows that practitioners of all experience levels require underlying principles, as well as specific examples, to be successful. We decided to follow up from our first look at Social
B2B marketing is harder than ever before. More tools. More technology. More competition. More customer expectations. Every B2B marketing team faces these same obstacles. Yet, some of them succeed disproportionately. Why? I partnered with my friends at Teamwork.com to figure out the answer. We conducted a series of interviews with high-performing B2B marketing
I guess I’m now a 4%-er. According to Inc. Magazine just 4% of new companies make it to 10 years. And guess what? We just made it here at Convince & Convert. Our 10 year anniversary is today! This is the longest I’ve ever done ANYTHING continuously (other than being a husband and
My 10 Biggest Mistakes in 10 Years as an Entrepreneur Read More »
Customer expectations keep going up, and up, and up. Customers today don’t give your company or organization a “pass” because you’re in B2B, or financial services, or healthcare, or manufacturing. The greatest companies in the world, regardless of category, are teaching your customer what is possible and what is the norm. Forrester says
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