Author: Franz Malten Buemann

Amazon took in more than $30 billion in ad revenue last year, money spent to elevate some products over others in the hierarchy of attention.

It’s probably true that someone shopping on Amazon is going to either buy something or not… the purpose of the “ads” isn’t to amplify consumption, it’s to shift what someone chooses to buy.

It’s a zero sum game–paying for a slot increases market share by stealing sales from the competition.

The thing is: all of that spend is paid for by the consumer.

Search and discovery would work just fine without the ads. Our satisfaction with what we bought would be at least as good if organic search simply highlighted the best match.

This is simply a transfer of money from shoppers like us to one company with a shopping search engine.

The best way to win a short-term game is to bet it all on one strategy. Someone is going to get lucky and it might be you.

But we rarely thrive in the long run if we persist in playing a series of short-term games.

Instead, organizations, individuals and teams do better when they understand the value of resilience.

In the last year, we’ve seen well-funded and heavily hyped crypto companies hit the wall and fail. That’s because it was easy for them to get funded and grow fast by making a simple bet, and in a bull market, everyone looks like a genius.

But their less flashy competitors are still around. They understood that resilience is expensive and resilience is worth it.

Often one of the biggest challenges in CX can be breaking down silos within businesses. Ensuring inclusivity for those included in the working groups presents another layer of complexity. I want to discuss the value of inclusive teams, and the need to consider bias in CX and customer journey mapping.    Securing the perspectives of many different…
The post Neurodiversity & unbiased CX approaches: the opportunities you may be missing out on appeared first on Customer Experience Magazine.

Customer champion programmes have been around for over a decade, yet they’re still not all that common. They’re imperative to maintaining customer centricity. With customer success champions, you can ensure that your customers and their best interests remain at the heart of everything you do.  This CXM guide aims to inform you about the customer…
The post Customer champion programmes: building the customer-oriented working culture appeared first on Customer Experience Magazine.

We’re in an experience economy. Consumers have more choices than ever before, and they’re extremely pressed for time. That means organisations need to continually earn their customers’ loyalty. Every aspect of every interaction needs to be seamless and personalised.  But the personalisation consumers expect is rarely the “Dear Name” marketing messages that flood their inboxes. The Genesys report “The State of Customer Experience” finds…
The post Put personalisation at the heart of digital transformation appeared first on Customer Experience Magazine.