Is Customer Experience the silver bullet for younger customers’ engagement?

A few weeks ago, I was guest speaker at the International Customer Experience Summit, held in Barcelona. It was interesting confirming a real interest on beginning to improve the customer relationships, in industries such as Financial Services or Telecommunications. Nevertheless, there is still a lot space for improvement in many services’ interactions. This is especially relevant for youngerContinue reading “Is Customer Experience the silver bullet for younger customers’ engagement?”

Edison Innovation Awards 2014: More mobile, more data

On the 29th April, the 2014 Edison Innovation Awards Ceremony is taking place in San Francisco. This is the second year I am serving as a judge, so I can compare now the evolution in the nominations. Last year, of course, technology was the star of the show. In this 2014 edition, we can checkContinue reading “Edison Innovation Awards 2014: More mobile, more data”

My new books is Top#9 on the Amazon.com’s Advertising Bestsellers Ranking

 After the first week of my new book on Advertising and Competition worldwide available on Amazon, it has been incredible all the support I have received from friends and blog readers. In fact, after this first week, the book is on the bestsellers’ Top 9 worldwide! But of course inside the Amazon.com’s section of Advertising. This is anContinue reading “My new books is Top#9 on the Amazon.com’s Advertising Bestsellers Ranking”

Te regalo por Navidad mi nuevo libro sobre Publicidad (en Amazon)

 Acaba de ser publicado mi libro sobre “Impacto Competitivo de la Publicidad” y desde esta  semana está disponible en las tiendas de Amazon. Lo negativo del libro: originalmente estaba planteado como un proyecto de investigación doctoral, así que el libro resulta muy académico (=muy pesado) Lo positivo del libro: el capítulo 6 sobre “La RevoluciónContinue reading “Te regalo por Navidad mi nuevo libro sobre Publicidad (en Amazon)”

My new book on Advertising and Competition has been published… and is already available on Amazon!

 My new book on Advertising and Competition has been published… and is already available on Amazon! Once, it was a PhD dissertation… but now is a book. The research I made could be useful in other non-academic fields, as long as it provide scientific support to the huge investment on advertising companies do. It isContinue reading “My new book on Advertising and Competition has been published… and is already available on Amazon!”

¿Cómo generar beneficios con una cultura empresarial dirigida por su Customer Experience?

Para responder a esta pregunta, podemos analizar qué ocurre en un sector donde es complicado generar beneficios: las líneas aéreas. A pesar de los esfuerzos por ser más eficientes de los últimos años, las principales empresas de este sector siguen registrando pobres resultados . Como ejemplo, grandes compañías siguen reportanto pérdidas: por ejemplo, American AirlinesContinue reading “¿Cómo generar beneficios con una cultura empresarial dirigida por su Customer Experience?”

Edison Innovation Awards 2013

Analyzing and Judging Edison Innovation Awards 2013… and the ceremony in Chicago. The Edison Awards™ have recognized and honored some of the most innovative products and business leaders in America and is among the most prestigious accolades honoring excellence in new product and service development, marketing, design and innovation. Product and service innovators participate inContinue reading “Edison Innovation Awards 2013”

Customer Experience Exchange 2013

Customer Experience Exchange in London, with IQPC, sharing some ideas on innovation and customer engagement. Some thoughts around Customer Engagement through Innovation in the Financial Services Revolution… Innovating on the multi-channel experience increases our customers’ engagement, but also the promotion of our brands, and therefore our overall value. We will be sharing some real cases aboutContinue reading “Customer Experience Exchange 2013”

Customer Acquisition, Retention and Communication EFMA Confence

European Conference with EFMA (European Financial Marketing Association), about customer loyalty. Thoughts on what are the key drivers for building value to our business.  Some cases on how to build strong relationships with our customers, both in the off-line and on-line touch-points, in the banking industry. At the end of the day, what are the key driversContinue reading “Customer Acquisition, Retention and Communication EFMA Confence”