The EX Squared Solutions Blog

Big Data: Your Key to True Customer Engagement

June 9, 2017 | Posted by Lisa Carolan

In recent years, marketers have discovered the benefits of providing compelling experiences to engage customers. To accomplish their goals, an increasing number of marketing professionals are embracing big data to help them improve customer satisfaction and increase market shares through superior customer engagement strategies. The proliferation of big data has enabled marketers to gain insights into why customers behave as they do — whether the behavior is positive or negative.

Read More

Topics: customer engagement, Customer Experience

2017: Battle of the Bots

May 16, 2017 | Posted by Lisa Carolan

If there is one thing that you can count on in the tech world, it is that everything will change. A year or two ago, it was all about the apps. While it is true that apps are still important for engaging customers, increasing employee productivity and marketing your brand, bots appear to be poised to become a true game-changer. 

Read More

Topics: customer engagement, Customer Experience

Are You Triggering Right Emotions in Your Buyers?

May 3, 2017 | Posted by Lisa Carolan

Very few purchases are made based entirely on logic. For example, when it comes to where you live, real estate agents know homebuyers have an immediate emotional reaction to a home. If this reaction is negative, the shopper will be less receptive to the intrinsic value: the convenient location, the unique features of the home, or the potential for the home with a few improvements. Sales of vehicles are similar: salespeople look for physical evidence of a shopper's emotional reaction to a vehicle such as facial features relaxing or a bit of a "twinkle" in the shopper’s eyes. Even shoppers who take great pride in ferreting out bargains on mundane purchases can be influenced by their emotions. A shopper may carefully compare the prices and quantities on every brand of green beans to determine the best value — and then not choose the brand with the lowest price because the shopper heard an unflattering story about the company.

Read More

Topics: Customer Experience, Digital Personalization

How to Bring Customer-Centric Theory to Life

April 20, 2017 | Posted by Lisa Carolan

In most businesses, the sales and marketing teams share the credit when profits increase and the blame when profits decrease. In the day to day we’re busy with awesome digital strategies, operations, and getting our message out there so we stay on the good side. Oftentimes though, the view of the customer becomes lost, something that can quickly break your business.

Read More

Topics: customer engagement, Customer Experience

Real Estate Agents Sell Houses, But Customers Buy Experiences

March 17, 2017 | Posted by Lisa Carolan

When looking for a place to live the ability to imagine yourself living there and the perception of how the home will improve your life is key – from the commute time to whether your antique fainting couch will fit under the window.

Read More

Topics: Customer Experience

Why Do Consumers Respond to the Word "Upgrade" So Dramatically?

March 13, 2017 | Posted by Lisa Carolan
  • Which demographics affect consumer behavior related to specific categories of products?
  • What is the primary motivation for a purchase? Why does a consumer choose one product over a comparable one?
  • At what times are consumers more likely to be merely browsing rather than making an actual purchase decision?

Over the years, marketing professionals have invested a great deal of time and money into understanding the behavior of consumers. Marketers understand that knowing their customers can make their efforts more profitable.

Read More

Topics: Customer Experience

How Internet of Things Is Revolutionizing Digital Marketing

January 25, 2017 | Posted by Lisa Carolan

Internet of Things is radically changing how companies are connecting with their customers. Virtually every industry is finding that is impacting network traffic, the volume of data collected and the ways that marketers can engage their customers. Opportunities are only going to grow; by 2020, there will be over 30 billion connected devices, according to projections by Gartner.

Read More

Topics: Customer Experience, Internet of Things, Digital Marketing

Amazon Go, McDonald's and KFC: Science Fiction Writers Predicted the Future of Customer Engagement Decades Ago

January 22, 2017 | Posted by Lisa Carolan

As any fan of sci-fi knows, the writers from the 1930s and 1940s often came surprisingly close to modern reality. They discussed a future in which robots replaced human labor, computers could learn and mobile devices could track the user's financial data. They wrote about customer interfaces that required no human interaction, a society that did not rely on physical currency and a world in which information could be accessed with a few keystrokes.

Read More

Topics: customer engagement, Customer Experience

How to Become a Customer-Obsessed Organization through Digital Transformation

April 21, 2016 | Posted by Lisa Carolan

A few years ago, many experts began discussing the need for companies to become more customer-centric. Call this the "it's more about the customer" model. Today, however, merely being customer-centric may not be enough. The latest advice points to the need to be customer-obsessed; call this the "it's all about the customer" model. 

Fortunately, becoming customer-obsessed does not require a major financial investment or a complete overhaul of the organization's business logic. However, it typically requires some alterations to the company culture and may require a new way of thinking from some departments.

Read More

Topics: Customer Experience

How to Combine Your Website & CRM Insights to Deliver the Best Customer Experience

February 23, 2016 | Posted by Lisa Carolan

Insights_for_Better_Customer_Experience.jpgThere’s a popular bumper sticker that reads “Live in the past, it’s cheaper.”

Hopefully, you don’t operate a business that subscribes to this philosophy. Nostalgic references may make aging Baby Boomers wistful, but don’t you dare take away their smart phones and tablets. When it comes right down to it, there aren’t too many of us who wish we could go back to the bad old days. You know, the days when life was easier and your marketing department could run a respectable CRM program by keeping a list of customers along with contact information and notations about what they bought last time they were in the store.

Read More

Topics: Customer Experience

Want To know more?

Ask how EX Squared can develop your next enterprise web project. Contact us for a fast and free consultation.