Bloody Hell! And Other Marketing Truths My British Mum Taught Me

Look at all the research you're encountering around you. Whether it's coming from your own sources of customer feedback or third-party research firms, there is one thing that customers care about and that is their experience. And too often than not, we are failing to meet our customers' basic expectations. Perhaps even worse, we continue to look at new channels or platforms as bright shiny objects that we layer onto already terrible experiences. We often also forget that every time an organization delivers a superior experience, customers expect that experience or better.