Marketing is all about creating customer value. Humanising services is about creating those purposeful touch points that become those memorable moments for your ideal customer and employees and position your brand head and shoulders over any alternative. It is based on the principle of don’t tell me, show me and focuses on the importance of designing a journey that is alive, interactive and delivers every time.

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Are your touchpoints as smart as your customers?

Effective touch-points of all types—human, static and interactive—move customers closer to your business. Ineffective touchpoints push customers away. As a result, touchpoint performance is critical to customer experience. To improve it, you need to understand what touchpoints…

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They find you

If 70% of us pick up a smart device to learn about you, what do we find?

In 2012 Google Published ZMOT: Winning the Zero moment of truth. I did an post on this in the impact of multi-devices some time ago. You might think that you have a website, so you are…

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Hubspot's culture

Employee culture is too important to leave to chance

Your culture can make or break your brand but more importantly it can attract the right people who want to work for you and can helps people deliver their best work. Have you considered whether…

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