Customer Value and Experience

Apple’s Steve Jobs clearly understood that the customer’s value of the product is embedded in the customer’s experience of the product. That is, the customer’s value and experience are inextricably intertwined. The hard part for brands/sellers to recognize and admit, is that the sole person that determines ‘value’ is the Read More …

Use and Application of Customer Data

An airport understands the critical importance of obtaining more reliable and timely data. There are many uses, but the primary one would be that would enhance both passenger experience and commercial performance in the airport. Unfortunately, an airport’s effort is hampered by a singular lack of customer knowledge. The obvious Read More …

Customer Insight

As competition and customer fragmentation intensifies, companies are beginning to examine how to leverage information as a strategic marketing tool. The effect of this increasing focus on customer insight is to rebalance marketing investment away from exclusive above-the-line investment in brand and advertising to include a greater role for direct-to-consumer Read More …