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Touchpoint Insights Newsletter

A resource for actionable insights and observations on brand, marketing and customer experience trends and issues.

Touchpoint Insights is our free monthly electronic newsletter dedicated to observing and commenting on the changing role of brand, touchpoints and customer experience in today's integrated, customer-centric marketing environment.

We explore how companies, marketers and senior executives can better leverage brand and customer experience, and the touchpoints that drive them, to improve perceptions, shorten sales cycles, boost engagement and drive greater value.

To receive Touchpoint Insights in the future, please fill out the form at right. To view newsletters from our archive, simply click on the links below.

Newsletter Archive

• April 2013
  Digital darwinism? »
• March 2013
  Assess your customer experience maturity »
• February 2013
  Embracing customer experience as a discipline »
• January 2013
  Customer experience trends to watch as 2013 ramps up... »

 

2012 Newsletter Archive »

• Top 12 Tweets of 2012
  Risk lies not along the path of change, but with clinging to the status quo. »
• December 2012
  How will you respond to your ever-smarter customers? »
• November 2012
  Is your digital strategy a customer experience strategy? »
• October 2012
  Behind every customer experience, digital or not, lies a person. »
• September 2012
  Listening to Generation Z talk about customer experience, many companies that wish to serve them are failing dramatically. »
• August 2012
  In the age of Smart Customers, customer experience matters even more. »
• July 2012
  Any one of us, on any given day, can be brilliant. Sometimes all it takes is a tiny insight or tweak to inspire a crowd. »
• June 2012
  Disruption is the new passion, Chief Customer Officers abound, and “why” replaces “what” this month. »
• May 2012
  Smart Customers, Stupid Companies, a recipe for simplifying your customers' experiences (and disrupting your competition in the process). »
• April 2012
  As consumer, social and technology megatrends collide, brand and customer experience strategies are about to be changed forever. »
• March 2012
  A focus on the four disruptive forces we've been talking about for the last year—and that are coming to your industry soon—if they haven't already. »
• February 2012
  Companies can't be competitive if they can't stay ahead of their customers. »
• January 2012
  The future of customer experience means companies need to act smarter. »

 

2011 Newsletter Archive »

• Top 11 Tweets of 2011
  Innovation in customer experience and the spread of smart touchpoints... »
• December 2011
  What does the future of customer experience look like? »
• November 2011
  The first law of delivering a better customer experience... »
• October 2011
  Are you rewarding your employees for acting smart? »
• September 2011
  What's your customer experience strategy? »
• August 2011
  Are your customers moving faster than your company is? »
• July 2011
  Knowing what really matters to your customers is at the heart of improving customer experience. »
• June 2011
  Do your customers think that your company acts smart, or stupid? »
• May 2011
  The perception of brand is the reality of experience. And that starts by knowing what it is. »
• April 2011
  As customers become smarter, worries about how to drive an ideal customer experience are not only valid, they're game changing. »
• March 2011
  It's time to buckle down, focus on customer experience, align customer listening tools and find out if your touchpoints provide value. »
• February 2011
  In the era of the super-smart customer, how can you deliver the experiences they desire? »
• January 2011
  More than ever, your brand is linked to your customers' perceptions. »

 

2010 Newsletter Archive »

• December 2010
  Innovate and thrive....executing like a madman all the while. »
• November 2010
  This month, the employee is king (or queen). »
• October 2010
  Working to get customer experience right. »
• September 2010
  What do your customers need and want? »
• August 2010
  We're big on helping organizations (from the top down) walk their talk. »
• July 2010
  Ready to buckle down? »
• June 2010
  How authentic is your brand? »
• May 2010
  We've got CEX on the brain. »
• April 2010
  In this high-tech world, the personal touch still matters...a lot. »
• March 2010
  Digging deeper, planting smarter and yielding bigger results. We're talking marketing...of course....»
• February 2010
  We're all about personal responsibility in the short cold days of February. »
• January 2010
  Pillow talk, sex appeal, touchpoints and talking about what excites you...a full month before Valentine's Day. »

 

2009 Newsletter Archive »

• December 2009
  Seasonal Observations, Noteworthy Nonprofits, and an Appeal to Join Us in Supporting some Remarkable Organizations. »
• November 2009
  We Tackle Challenging Marketing Issues that Never Seem to Go Away... If You Do Things Right. »
• October 2009
  Company X, Meet Your Customer. Do You Know What She Wants from You? »
• August 2009
  Six Questions to Help Systematize Customer Experience Insights »
• July 2009
  Insights: 10 Proven Steps to Increase Marketing Effectiveness in an Economic Downturn »
• June 2009
  Four steps to drive brand ownership and improve delivery "from the inside out" »
• May 2009
  Understand and Improve Customer Experience: Six Simple Steps You Can Take Now »
• April 2009
  You're Losing Control of Your Touchpoints (5 Tips to Control Them) »