Official Blog of GTM360 Marketing Solutions
I’ve been in software for over two decades but that came after nearly 10 years of selling a wide range of computers from PCs and laptops through to minicomputers and mainframes. I know software is eating the world, and all that, but hardware still holds a certain charm for me (as does pizza!). Software is … Read more
Sometimes you can use Google to find information stored in a certain website or app that you can’t by using the website or app itself. I call these hacks “Google Backdoors”. Here are five Google Backdoors I use regularly. #1. BUSINESS FINDER A new restaurant opened in my neighborhood. Its owner said they delivered via … Read more
In Poor Communications: The Seventh Deadly CX Killer, I described the painful experience of activating the new credit cards I recently received from my bank. To recap, I didn’t get a paper PIN mailer as was customary during the previous renewals, and the instructions given by the bank on how to activate the new cards on … Read more
In Killing The Six Deadly CX Killers, I attributed six key reasons for poor customer experience (CX) and what brands could do to get rid of them, thus enhancing their CX. In this post, I’ll cover the seventh deadly CX killer: Poor communications. I have a Visa credit card issued by a Top 5 private … Read more
In Four Out Of Five Brands Get PUSH Notification Wrong, I shared my experience with PUSH notifications from four leading brands. I found it impossible or very cumbersome to redeem the targeted offers made by them. At the end of the post, I promised to share the rare example of a brand that gets PUSH notifications right. To … Read more
Customer Engagement Management is a technology platform that helps brands manage their end-to-end engagement with their customers in order to foster loyalty, drive repeat sales, increase ticket size, cross-sell and upsell new products, and generate customer advocacy. Customer engagement spans the following stages: Customer Engagement Management Stages Stage 1: Identify customers and enroll them into … Read more
Frequent readers of this blog and people who otherwise know me would be aware that I’m a big fan of social media customer service. Many years ago, I wrote Customers Of The World Unite, You Have Nothing To Lose But The Call Center Hold Music to explain why I found the channel very effective for reaching out … Read more
Direct-to-Consumer financial technology startups are new age companies that sell bank accounts, loans and other financial products directly to end users. In this post, we’ll use the term “Fintechs” to refer to these D2C firms and “Fintech” to refer to the industry as a whole. Fintechs are different from “Fincumbents”, which is a term I’ve … Read more
At the end of my blog post titled Retail Is Still Barking Up The Wrong Tree Against Ecommerce, I’d made a bold prediction that, within a few months, I’d find a few more non-price related reasons for shopping online. Well, it took me longer than that but I found one recently. This was at the outlet … Read more
Like me, you may have come across people who appear obsessed with security but happily book cabs, send messages, order food, and even make payments without entering a single password / PIN on their smartphones. This is not as contradictory as it seems if you look at the end-to-end customer journey. For the uninitiated, Customer Journey can … Read more