Rescuing customer journeys
No organisation ever converts all its prospects or retains all its customers. We all lose business. The question is how much effort should we put into trying to win it back? What actions should we take in rescuing customer journeys that are reaching a dead end? I...
Challenges of Marketing & L&D in the Customer-Learner World
Both Marketers and L&D (Learning and Development) operate in a customer-learner centric world. They can learn from their common experiences and share their particular strengths to adapt to their new environments
Marketing dashboard – tracking status, direction, progress and ETA
When implementing a marketing dashboard for clients, I often use the analogy of a car dashboard. While this is useful, it should not be taken as an exact parallel, since a marketing dashboard has to show clearly and briefly four key things: the status of marketing...
Micro-moments in the Customer and Learner Journeys
This continues my series of articles discussing the synergies and differences between marketing and learning. Both marketing and learning are having to adapt to today’s interconnected, always-on, social world. Here we examine the need to be involved with...
Simple steps for customer engagement
In the last week I have come across two great examples of companies taking simple steps to engage well with their customers. Firstly I bought a PowerAdd external battery backup for my laptop. The laptop does not have an exchangeable battery (at least not without...
Ahead of the curve on Data Protection
The impact of GDPR I attended a very interesting talk at the TFM 16 (Technology for Marketing) conference a week ago. It was given by Simon Blanchard of Opt-4 Limited who discussed the implications of GDPR (General Data Protection Regulation). While this EU...
Window on Learning Live 2016
This is a view of Learning Live 2016 from the outside – and from an outsider. It is from the outside because I did not manage to attend Learning Live this year; and I am an outsider because I do not work in L&D. I am a marketing consultant and have been doing a...
Learning and Marketing Synergies – Part 2
In a previous post I discussed some of the ways that learning and marketing were similar Listening to and understanding the needs of your audience or customers Putting across messages in memorable ways Having last month attended the Learning Technologies Summer Forum...
Embracing customer complaints
Why customer complaints are so valuable, how you should uncover them, how to deal with them and how to use them to improve your marketing
Inspiring and motivational – positive reactions to Brexit
This TED talk helps those of us who are upset or angry or frightened by the Brexit vote in the UK referendum on the EU. Alexander Betts explains what it shows about divisions in the UK and inspires us to think positively about how to move forward. It also motivates...