Touchpoint Insights
Blog URL http://www.touchpointinsights.com
Located San Francisco, California USA
Tags marketing strategy, marketing research, brand experience, brand management, customer experience
Touchpoint Insights is a “customer experience improvement” blog for brand marketers and corporate executives who wish to better understand, manage and improve experience – and the brand and marketing touchpoints that drive it.
Latest Blog Posts
- Stock or Soda: It’s all About the Message on Nov 23, 2009 in Uncategorized
I’ve just spent an afternoon at the Hard Assets Investment Conference here in San Francisco, listening to a couple dozen mostly small and mid-cap mining and energy companies pitching their stories to the investment community, represented in this in...
- Are Customer Experience and Branding Problems Wicked? on Nov 17, 2009 in Uncategorized
For anyone who’s involved in customer experience management, brand research and consulting projects and/or other complex, cross silo and segment business issues, the concept of the “Wicked Problem” is a fascinating one. Coined by Horst Rittel,...
- Customer Experience Matters on Nov 13, 2009 in Customer Experience Customer Experience Management Customer Touchpoints Uncategorized brand brand experience Brand Strategy Branding customer experience customer experience touchpoints touchpoint
Your brand is an experience, ideally resulting from a successfully planned and delivered combination of messages and interactions across multiple Touchpoints. To keep these experiences (and brand perceptions) positive and appropriate, companies must...
- Promises Made Must be Kept on Nov 8, 2009 in Brand Management Brand Strategy Customer Experience Customer Experience Management Customer Loyalty Customer Touchpoints Uncategorized brand brand consultants brand experience brand positioning research Branding branding consultant corporate brand consultants customer experience customer experience strategy customer experience touchpoints customer relationship lifecycle customer satisfaction measurement mapping customer experience mcorp branding consultants mcorp branding services measure brand perception
Brand Promise. Sounds good, doesn’t it? But what does it really mean to make and support these statements, and what is the cost of less-than-perfect delivery? In truth, achieving the outcomes that delivering on this can accomplish requires near-fla...
- Investor Relations Concepts: Key Touchpoints for a Core Audience on Nov 3, 2009 in Brand Strategy Customer Loyalty Customer Touchpoints Investor Relations Uncategorized brand consultants business management Business Strategy customer experience strategy investor touchpoints shareholders touchpoint insights
Regardless of industry, shareholders (and those that influence them, such as media and analysts) are a core audience. So what are the best ways to “touch” these key stakeholders, and build a loyal shareholder following? In the age of “what have...
- Benchmarking for Brand, Marketing and Customer Relationships, Part 2 on Oct 27, 2009 in Brand Management Brand Research Brand Strategy Business Strategy Customer Experience Management Customer Experience Research Marketing Research Marketing Strategy Uncategorized brand audit brand consultants Brand Mapping brand maps branding consultant business market research corporate brand consultants customer experience evaluation customer experience measurement mcorp MCorp Consulting measure brand perception
What to measure? Why understanding the relationships between various performance measures is a primary objective of benchmarking. Simplistically, understanding the relationships between various performance measures means measuring the right things...
- Spend the Right Money on the Right Customers on Oct 23, 2009 in Customer Experience Customer Experience Management Customer Experience Research Customer Loyalty Customer Research Customer Touchpoints Uncategorized customer experience management firm customer experience measurement customer experience strategy customer experience touchpoints customer interaction customer lifecycle customer loyalty reseach customer satisfaction measurement loyalty mapping mapping customer experience Marketing Research measure customer engagement measuring customer satisfaction touchpoint insights Touchpoints
Is your organization trying to improve satisfaction for all customers at all touchpoints? Don’t bother. (Hey, it’s nothing personal – it’s just business…) Though this is going to sound like a self-evident truth, the implications will still...
