Opinions

How Big Data is Changing Opportunities to Serve Customers in SMB

In a previous Story Miners article, we shared insights about this year’s trends in customer experience. It was mentioned that innovations like AI, the IoT and virtual reality will change how consumers interact with sellers. That was at the start of this year, and many of those projections are happening already, with smart virtual assistants, …

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Don’t Fear Fear

In 1980, I was an American exchange student in Moscow during the Cold War. It was brutally cold one short school day in February, so I borrowed ski bibs from a Dutch student to stay warm as I set out to explore more of Moscow–on my own. I must have hopped on the wrong train …

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Why the Best Measure of Customer Value is the Value You Provide to Your Customers

It’s not easy trying to grow a business. You’re often left standing in the middle of a saturated market, scratching your head and wondering “what can we really do to separate ourselves?” Do you develop a new product, find a new market, or maybe pour money into advertising? When a company gets to this point, …

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Don’t Do Digital Transformation, Design It

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. As a result, they are not going deep enough into insights analysis and cultural change. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. He recently caught up with CMO to discuss the ongoing challenges many …

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If we understand our customers, how do we then improve customer experience?

This guest post is from Lisa Kenny of Maru/Syngro, exclusively for StoryMiners. If we understand our customers, how do we then improve customer experience? More often than not, an organization will analyze customer feedback, pick the most common denominator and seek to fix the problem quickly. If this is you, unfortunately, you are doing it …

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Why Every Organization That Has Customers Needs a Reason for Being

You understand the kinds of experiences you deliver, but does your organization know why? The best customer experience brands are founded on a deeply ingrained sense of purpose that focuses the experiences and outcomes it delivers to delight its customers. Understanding your Reason for Being is the key to more fulfilling relationships with customers, enthusiastic …

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The Next Great Thing

At SPECS 2017 in Orlando, retail customer experience expert, Mike Wittenstein, founder of StoryMiners, shared ideas and evidence on how to convert five big trends into practical results. He promised—and delivered—50 specific take-aways to help the designers, builders, and maintainers in the audience adapt to what’s next comfortably and profitably. This article summarizes the highlights …

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