blog: 5 ways to focus CEM on actions not insights

“What is the one thing that can make the biggest difference to my customers today?” - This is a seemingly innocuous question, but one that can have far-reaching impact. For local managers this is likely a question they ask themselves every day. Their job is to motivate and guide their staff to deliver great branded experiences, and coach them on the little things to focus on to make the biggest impact for their customers.Getting to the answer to that simple question however, is all too often anything but simple.
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Posted in: Featured Resource What Do I Need to Consider When Choosing a Vendor

blog: Stop seeing social media as a problem

Up until recently many brands seemed quite unsure with regards to social media and how to approach it. These days most people have heard about some of the horror stories of social media. We’ve all seen them - a marketing campaign gone sideways, bad employee behaviour caught on YouTube, an executive tantrum gone viral.
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Posted in: Featured Resource What Do I Need to Consider When Choosing a Vendor

blog: Smashburger’s recipe for great customer experience

Connecting with guests through great branded experiences is something that every restaurant brand strives to do. However not all of them are able to get that recipe right. When they do, they are easy to find and guests notice.
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Posted in: Featured Resource What Do I Need to Consider When Choosing a Vendor

blog: Perfecting the brand promise in the location

One key component of the customer journey and where the most critical moments typically occur is inside the walls of a brand’s locations. Whether a retailer, or local pub or restaurant, it is within these locations where brands must tell a consistent and compelling brand story.
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Posted in: Featured Resource What Do I Need to Consider When Choosing a Vendor

whitepaper: What drives customer loyalty? Ask the right questions to find out

In the second section of the report, "Asking the Right Questions," Gleanster points out that a brand can identify and prioritize immediate to-do's for driving customer loyalty by asking the right survey questions.
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Posted in: Featured Resource What Do I Need to Consider When Choosing a Vendor

article: Starbucks doesn’t just sell coffee, it sells Experience

Learn how Howard Schultz, CEO of Starbucks, transformed the brand from a four-store chain into a leading retailer of specialty coffee by keeping customers engaged.
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Posted in: What Do I Need to Consider When Choosing a Vendor