smith+co on
customer experience
Shaun Smith
  • By Shaun Smith
  • Feb 19 2014

How much are you loved?

Now that the hype of Valentine's Day has passed, we thought it a good idea to quietly reflect on the very nature of relationships.

Every brand wants a relationship with its customers. We want them to like us; even love us, and love only us - forever. Customers too want to be loved, but do they think about their interaction with a brand as a relationship? It seems they do. The annual Edelman survey found that increasingly customers are choosing brands on emotional and relationship-based criteria. Customers in the future will choose their brands like they do their partners.

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Shaun Smith
  • By Shaun Smith
  • Feb 06 2014

Laggard or leader.  Where do you stand on the mobile experience?

"Companies that do not consider Amazon to be a competitor need to wake up. Soon, Amazon will be EVERYBODY'S competitor".

This is the conclusion of Forsee in its latest Customer Experience Index, where Amazon hit top spot for best mobile retail experience - a testimony to the online giant’s brilliance in making it quicker, cheaper and simpler for the consumer to buy almost anything. And through its mobile app, it not only enables, but encourages its customers to compare prices of various products while walking in different stores - before, of course, buying from Amazon. The problem for many brands is just how to compete?

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