Panera Bread wants to be a comfortable place for their customers to gather. Their stores have been designed to invite and welcome customers to enjoy relaxing, conversation, reading; all in a casual atmosphere and creating an engaging customer experience. Panera has built a successful business based on providing an experience that was aligned with their…
About Joe Ruiz
3 Critical Characteristics of Values-Based Marketing
Values-based leadership is an effective model for creating a climate where individual and corporate values are aligned. The single greatest predictor of relational longevity is aligned values. It’s true in marriage and it’s true in business. I believe values-based marketing can be equally important. I define the concept here. In this post, I am not…
10 Key Customer Experience Design Factors to Consider
Customer experience design is more important than you might think. We live in a world where change is the new normal. Just about anyone in business these days has to be able to deal with change on an increasingly frequent basis. Customers now have a growing number of options, from new start-ups to consumer packaged…
3 Dimensions that Drive a Differentiating Customer Experience
If you want to create a positive customer experience, you need to first begin by thinking about the concept of trust and how it relates to your company. We like to do business with people we _______. When I ask this as a question the answer is almost always a single word – trust. Edelman…
5 Ways to Engage Employees To Build A Better Customer Experience
People say they will pay more for a better customer experience. More importantly, they will leave to go to a competitor after a bad experience. 86% of people will pay more for a better customer experience, and 89% will go to a competitor after a bad one. Source State of Marketing Report 2015 In that…
6 Essential Customer Experience Questions You Must Answer
Are you prepared to answer some serious customer experience questions that your customers might be dealing with? Think about a recent mediocre customer experience, if you are struggling with this, think about a bad one. What made it less than ideal? Now think about a product or service you love, love enough to recommend. Why…
How Lowe’s is Sustaining Customer Relationships
I recently downloaded the Lowe’s app and signed up for the MyLowes program in order to share the experience with you and to highlight some customer experience marketing best practices in terms of sustaining customer relationships. I gave Lowe’s high marks for the way they created an engaging customer experience. But, creating an engaging customer…
Social Mobile Local (SoLoMo) and the Value of Connection: You Can’t Afford Missing Pieces.
Have you ever been close to finishing a puzzle only to discover there are one or more missing pieces? Isn’t it interesting how the smallest missing piece can distort the bigger picture? This is often the case when creating your SoLoMo marketing strategy. Connecting Social, Mobile and Local in Your SoLoMo Marketing Strategy The power…
What is So(Social) Lo(Local) Mo(Mobile) and Why is It Important to Marketers?
SoLoMo is an acronym for Social+Local+Mobile marketing and it is an increasingly common term referring to a new marketing approach. You may have read plenty about each of the individual elements; if so, you’re likely to be asking questions like: Isn’t this just semantics? What’s so different? Where is the opportunity? Good questions. But hopefully…
3 Ways Businesses Can use Location Based Services to Integrate Social into the Marketing Mix
Consumers and Companies Benefit From Location Based Services (LBS) Businesses that integrate location based applications into their marketing strategies are keeping step with today’s social consumer. The 2012 consumer expects immediate response and thrives on instant gratification, which is exactly what location based services can offer. Through location based apps, which employ GPS technology on…