Do highly engaged loyalty members spend more because they’re highly engaged, or are they highly engaged because they already spend more? That's the difference between knowing about a customer and knowing about the economics of that customer. / cstu.io/18c8b9

"Customer experience metrics describe what happened but rarely suggest what to do about it, and almost never convey what a moment was actually worth." Robert Bradshaw, CEO at WiserOwl, hits the CX value nail right on the head. / cstu.io/046d7a

Your Redemption Rate Is Lying to You. How much issued value was actually visible to the customer? Of the value that was visible, how much was understood? And once the customer had a realistic opportunity to use it, how much was redeemed? cstu.io/e82d69/

Jeff Bezos is backing Slate Auto. Beyond that headline, is Bezos making another classic expectations mistake? Robert Passikoff takes a look at why this might be more than a near miss. cstu.io/bdb3d0/

Start here: "By 2027, the top AI spend priority will be service and product innovation to drive “revenue growth and margin improvements.” Manish Sharma, CRO at eClerx lays out how and why today on Customerland. cstu.io/18bdf8/

We have a habit of treating AI like it's a labor story. Yes, AI can produce more. But every piece of AI-generated output still has to be governed, integrated, evaluated, corrected, secured, measured, and ultimately trusted. cstu.io/da416

What if we could design communications for emotion-based outcomes? Emotion isn’t noise in the decision process; it’s the core operating system. It dictates what we notice, who we trust, what we share, and what we buy. cstu.io/2f7987

For those orgs that have chosen to develop their CX initiatives, the prize is an outsized cache of consumer sentiment data that is now powering capabilities throughout the organization. It's time for somebody to buy CX a pony. cstu.io/5ff090

Historically, marketers equated patriotism with domestic manufacturing or American ownership. BrandKeys, Inc. new segmentation analysis indicates consumers now define patriotic brands through a much, much broader lens. Check out RobertPassikoff's latest: cstu.io/9b35f1

We Know What Customers Cost. We Don’t Know What They’re Worth. cstu.io/22f2c0

As the country heads into its 250th year, Brand Keys has released its 25th annual Most Patriotic Brands survey and this year, the firm went further than ranking brands. It set out to explain why consumers see certain brands as patriotic in the first place. cstu.io/89771c

We talk a lot about trust and authenticity in these pages and yes, those topics can get very esoteric very fast. But Robert Passikoff's latest piece points to the very real bottom line effects of brand authenticity and the high costs of getting it wrong. cstu.io/f7ebee

Using what they (agents) know about the customer and the context of the product search, agents will become the primary decision makers in many buying journeys." cstu.io/5cb395

We're lucky enough to publish Andrew Schulkind's work with some frequency. IMO Andrew's perspective is something of a rarity in marketing circles for a lot of reasons - not the least of which is his ability to cut to the chase. Case in point: cstu.io/ddac78

Had an eye-opening conversation with Michael Hutchison of eClerx recently. In his view there's a subtle but important shift underway inside customer operations: insight alone has very little value. cstu.io/3fd9af

You may be aware that Global Accessibility Awareness Day is May 21. But what you probably don't know is that disabled Americans control an estimated $490 billion in disposable income, and globally, disabled purchasing power is an estimated $8 trillion. cstu.io/8e1aa1

It turns out that patriotism (the authentic kind) pays. Robert Passikoff, CEO at BrandKeys, Inc. unpacks the 25th edition of The Most Patriotic Brands survey. cstu.io/4d1e43

According to Brand Keys, Inc. latest research "Patriotic brands secure economic success by fostering intense emotional connection and consumer trust, leading to six times better Return on Marketing Investment (ROMI) and increased brand loyalty." cstu.io/3af191

“Nobody gives a sh*t about brands anymore.” One colleague of mine, who is in a good position to observe these trends, said what initially struck me as cynical but has stayed with me ever since. At first glance, that feels obviously wrong. But .... cstu.io/25bf56

I spent some time digging through Verint’s newly released State of CX report and I think a lot of people are going to misread the findings. The easy headline is: “Customers prefer humans over AI.” But that’s not really what the data says. cstu.io/1c149e