Digital transformation has been happening for some time, but it has been undeniably accelerated by Covid. Many businesses are worried because they’ve seen digital disruption before, and this latest disruption brought on by the pandemic, is arguably bigger than anything we’ve ever seen in our lifetime. In the earlier days, digital transformation disrupted music distribution … [Read more...]
Reevaluating the Customer Journey in 2021
The customer journey impacts virtually every angle of your business, and it’s been disrupted in a major way by the pandemic. What, where, when, how and why we buy were all challenged in 2020. E-Commerce, delivery services, omni channel, remote work, and do-it-yourself exploded. Curb-side pick-up became a thing, touchless payment became the norm, and if it could be digitized and … [Read more...]
Customer Delight as Marketing
This week I’ve been preparing material for a couple upcoming workshops and client presentations this fall. I’ve been mixing it in with a healthy dose of cabin life admittedly, but it’s been fun to get ahead of a couple of projects that will be “coming in hot” once I return to Vancouver later this month. Two of them are about customer service as marketing, which I prefer to call … [Read more...]
Change or be changed: How substitutes and hybrids are altering consumer markets
The last 12-14 weeks since the pandemic began has brought about a tremendous period of change. We've changed where, how and when we work. Commuter, transit and driving patterns have been impacted. How and where we learn has shifted. Dining out and dining in has changed. Our entertainment options have been impacted, as have grocery shopping patterns and overall consumption. And … [Read more...]
Five Market Changes to Address When Planning for Post Pandemic
This last week of dealing with Covid-19 has seen a decided shift in thinking towards at least planning for what to do in slowly opening up our economy. While government response has varied globally, and also regionally with local conditions, there seems to be some acceptance of the necessary trade off needed to minimize both economic damage and serious health threat. We’re … [Read more...]