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 in order to improve perceptions, shorten sales cycles, boost engagement, and drive greater value.

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Few words are more overused in business today than “proactive.” (Remember “synergy” in the 90s?) We’re guilty of mining the proactive goldmine ourselves. But what other word (or concept) captures the new view of customer experience better?

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This month’s features paint an especially balanced picture of how we can leverage the knowledge at our fingertips, and our collective knowledge as CEX experts, to do better. Or at least not do as badly as Comcast…

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This month’s featured tweets are brimming with strategies to stay ahead of customers and provide them with a level of engagement that respects their time and myriad options.

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Which came first, the service or the brand? For most of us “tinkerers” (see post #2), who exist in a siloed organization (post #1), with minimum insights into our customers (post #4) that’s easy.

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This month it’s all about understanding our customers. Our whole business is about that, of course, but this month brings it home in particularly sharp focus.

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From augmented reality to delivering a fully mobile banking experience, which sounds positively quaint in light of the other disruptive forces that continue to reshape us as marketers, April’s top tweets looked towards the future.