Customerland

As I’ve grown in my career and reflected on what makes relationships thrive—not just personally, but in business too—I’ve realized that the essence of Thanksgiving is deeply intertwined with the idea of empathy. https://lnkd.in/etwt8gsh

When the 4th largest payment processor in the world makes a bold move into marketplaces, you should pay close attention. That was the theme of my recent conversation with Marc-Henri Desportes, CEO of?Worldline, and Richard Straver, founder of?Online Payment Platform on the heels of their announcement. Heads up - this conversation is a clear-eyed look into one of the places where payments - and the broader ecommerce sector are headed. https://lnkd.in/eQHXuTqu

What to do about the “sea of sameness” that characterizes so many of today’s loyalty offerings? For me, I'm left uninspired by the cluttered, one-size-fits-all rewards and discounts. But Aleks Kaczmarek of CarTrawler sees gold in some unlikely places. https://lnkd.in/ecrT7g-T

Be honest - how many times have you begun a segmentation effort without really defining your target(s)? Whether it’s a lead magnet like we’re working on or a simple social media post, you need to know (as much as is possible) who it’s going to and how it fits with their understanding and perspective on the problem you might help them solve.?Thanks to Andrew Schulkind for the guidance. https://lnkd.in/guZzwpEz

Is it possible to over-omnichannel? "The customer is on multiple and simultaneous journeys and that they don't love it when you orchestrate the customer journey a lot, so to speak." Thanks to Tara DeZao (she/her) of Pegasystems for coming back to the podcast. This conversation will be especially helpful for marketers & CX professionals who are trying to find the personalization thresholds. https://lnkd.in/eUpHH2AX

Feeling overwhelmed, underprepared and facing the uncertainties brought forth by inflation, an unstable economy and the upcoming holiday season - the pressure is real for business owners. The good news is that there is a path (ok, several) that businesses can take to win this holiday. Thanks to Dave Charest at Constant Contact for the insight & guidance. https://lnkd.in/eNDzUjQ3

"This focus on usability also translates into major cost savings", according to Scott Devlin, "with the simplified design, onboarding and training times are significantly reduced." One of several key callouts from our recent visit with The Vitamin Shoppe and Jumpmind. https://lnkd.in/evCiQyHj

Recently I had the pleasure of sitting down with Scott Devlin, Chief Information Officer at?The Vitamin Shoppe?and Joe Corbin, CEO of?Jumpmind?to discuss their collaboration and how they are both thinking about the future of retail.??It was a fascinating discussion. Walking through the Edgewater, NJ store, it’s clear this isn’t just another “digitally-enhanced” retail setup. The entire layout, from interactive displays to mobile PoS devices, feels as though it’s been carefully designed to reduce friction and meet the specific needs of health-conscious shoppers.? https://lnkd.in/evCiQyHj

If brand history and the concept of “brandness” has taught us anything, it’s how impermanent the bonds with Human Brands can be.?The latest brand wisdom from Robert Passikoff. https://lnkd.in/egeCi9NV

There's the traditional definition of personalization and then there's genuine personalization and the difference between the two is vast - and important. Thanks to Brian Shumsky at Amperity for connecting the dots and pointing to what #genAI can and cannot do to bridge that gap. https://lnkd.in/eKqYJAS6