“With the battle for eyeballs, hearts and minds being as it is, none of us get a lot of chances to mess up,” wrote Darren Goldsby, Hearst Magazines UK’s chief digital officer in Huffington Post last month.
Since 2015 the internet has been abuzz with with the phrase ‘customer experience’. Across blogs, tweets, presentations and every medium in-between, everyone is talking about how a business can’t succeed in today’s marketplace without continually adapting to the ever-shifting desires of the 2016 customer.
If your business recruited a Chief Digital Officer (CDO) in the past 18 months, that person could still be experiencing a language gap in the boardroom.
Did you know that given the chance, if it suddenly offered financial services half of your customers would defect to Amazon tomorrow? According to Qubit’s latest consumer research, a company famous for big brown boxes, big discounting and big warehouses would take half of your customer base in a heartbeat.
While personalization is taking the rest of the world by storm, digital media publishers seem to be late to the party.
Navigating the streets of London has never been easier, thanks to smartphones.
I can always rely on Erik for a killer soundbyte. Our paths first crossed in 2014 while filming a Qubit case study at multichannel fast fashion retailer bebe. Erik, CDO at the time, stated:
Shoppers are losing interest in generic loyalty programs. The average U.S household participates in 21.9 programs, but uses less than half of those memberships actively (Colloquy, October 2015).
Whether you know it or not, as a business you’re currently somewhere on the journey to delivering better customer experiences, along with every other company in the market.