by Bob Walker | Mar 15, 2023 | Customer experience, Marketing and strategy, Marketing research
In the acquisition process, revenue metrics are critical to assess business value. However, the need to assess customer health is often overlooked. In customer-facing businesses, this is especially dangerous. Without a clear “line of sight” into customer...
by Bob Walker | Sep 20, 2021 | Customer experience, Customer satisfaction, Marketing research, NPS, ROAS, ROI
In our age of automation and AI, marketers risk becoming detached from how their business practices, products, and services are perceived by their customers. Marketers have it all wrong by focusing solely on customer satisfaction or a willingness to recommend: these...
by Bob Walker | Aug 17, 2021 | Communications, Customer experience, Strategic research
A quick Google search of the words “relevance” and “marketing” turned up very few useful or informative hits. I found this surprising. Too much digital communication (email, banner ads, YouTube teasers, etc) fails to connect to the consumer in a meaningful, relevant...
by Bob Walker | Mar 31, 2020 | Communications, Customer experience, Emotion
The stream of COVID-19 email communications continues to spill over the transom with messaging that is marginally helpful in many cases, and often unnecessarily complicated, confusing, and unhelpful. Below are five simple areas to focus on in your messaging to...
by Bob Walker | Mar 18, 2020 | Communications, Customer experience, Emotion
Every day I receive a deluge of email from companies with whom I have a glancing relationship, yet seem compelled to assure me about their healthy operational status during our shared Coronavirus pandemic.They breathlessly promote their products and services and go...
