Woman wearing a face mask and gloves pushing her cart down a grocery isle

Omni-channel customer experience and COVID-19; Catching Our Breath

Consumer behavior has changed forever, on that point almost everyone agrees. Brands are being forced to adapt their marketing and touch points real time. We first saw this with the messaging from nearly every company that had some version of “it’s going to be okay”,...

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Two women having a meeting at a coffee shop

Why Customer Personas Work and How to Use Them

Discover credit cards has a series of commercials where the people calling customer service are talking with a mirror image of themselves. The commercials all end with the tagline “We treat you like you'd treat you,” and they perfectly capture the value of personas, which...

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