Counterfeiting is now a global menace affecting almost all sectors, heavily bleeding the global economy. It is time for brand owners to proactively adopt a comprehensive anti-counterfeit strategy through a multi-layered strategy. Today, having an effective anti-counterfeiting and brand protection …

Never confuse movement with action. – Ernest Hemingway Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? What are they trying to achieve? And how well is that going for them? Are you listening to customers? Are you mapping …

Artificial Intelligence (AI)-driven user interfaces are the most recent trend in digital transformation. For end users, voice-driven chatbots provide a streamlined interface to accomplish a task in a fun, engaging, informative, intelligent manner – and for brands, they represent a chance to engage their customers better, ultimately leading to increased loyalty and new revenue opportunities. We know …

As a result of our ageing population, we are naturally seeing a rise in the number of people living with impairments. In fact, the Papworth Trust recently found that the people most likely to be living with a disability are over the state pension age. Despite an estimated one in five (12.9 million) people in …

Delivering exceptional customer experiences is a narrative that has prevailed over the last few years. Adherence to this standard is mostly driven by two fears, losing your list of existing customers, particularly when switching costs are low, and lastly the comparably higher cost of recruiting new customers. As a business, you obviously want to avoid …

Snapchat recently announced upgrades to its ad strategy with the incorporation of an artificial intelligence platform known as “goal-based bidding,” which allows advertisers on Snapchat to target their messages more effectively. And by allowing users to swipe ads and dive deeper into the journey, it increases the potential for more consistent and continued consumer engagement. …

Where does customer service begin? Is there a set of rules or specific policies that a company should follow to ensure that each customer receives the best experience? Or does it start by establishing a customer service department that customers can call if they have a problem? Customer service is actually much more. It is …

Brand awareness has given way to goal accomplishment over the past 20 years. We’ve learned as consumers to find ways to complete objectives and lean less on brand names as signals of quality. When we search, we search for the job to be done and not necessarily a brand name. As of today, Alexa is …

Since the publishing of the pioneering analyses about the relevance of the Experience Economy made by Joseph Pine and James Gilmore 20 years ago, the number of studies about the influence of experiences continuously shared by people on marketing and brand strategies has multiplied. We bring two statistics to support this statement: The number of …

Exceptional customer service is something you never forget, something that I learned while growing up in a small town in Japan. Embedded in Japanese culture is the concept of “Okyaku-sama Ichiban” (“customer first”). Two of my fondest lessons in outstanding customer service are rooted in my childhood. These remarkable experiences helped me develop a deep, …