Author: Franz Malten Buemann

  • Use Flow To Track & Quantify Your Admin Automation Success

    At the end of the year, are you able to show how the work you are doing as a Salesforce Admin has impacted the business? To show hard metrics, you need things like time saved because of automations, mishaps averted due to cleaner data, streamlined… Read More

  • Bad Value for Restricted Picklist Field! Salesforce Restricted Picklist Tips

    A core use of any CRM, including Salesforce, is to improve the way data is inputted, structured, and presented to users – picklists are definitely the simplest way to check these boxes. Even in the most simple Salesforce org, there will be at least one… Read More

  • A Comprehensive Guide to Enable Continuous Integration (CI) in Agile

    It is a fact that to achieve agile and continuous integration & continuous delivery, test automation is the key answer. But it is also a fact that it is not acknowledged by software teams in large numbers. We bring you an in-depth look at how to enable continuous integration in Agile software development.
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  • How did this sports brand become so popular on TikTok?

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  • HI DOLLAR – $1 everyday for 1 year

    HI DOLLAR – $1 everyday for 1 year. 😉 VIDEO
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  • Comprehensive guide to NFT current use and future perspectives in eCommerce at the end of 2021

     

     

    As NFTs market rises, so do uncertainty, if the new technology is really good and able to support a sustainable business model. However, most of the articles in the matter of utilizing NFTs for eCommerce purposes lack the fundamentals necessary to grasp the nature of NFTs. Maybe this is the reason why some eCommerce brands are already making use of NFTs while others only vaguely acknowledge their existence. We decided to explain not only what NFTs are, but where they stem from, to give you a big picture of the chances they provide. 

     

    We will also present the examples of industries, that make the best use of them at the end of 2021, the eCommerce brands that seem to take the most out of NFT penomena, and finally, we summarize those success stories to highlight the most distinct NFT traits, that have the potential to change the eCommerce landscape in the near future.

     

    So, let us first talk about the NFTs origins and put them in some context.

     

    NFT in a context. What is DeFi and Blockchain?

     

    There was a good reason for the centralized markets to emerge. It is, after all, much easier for the customers to visit a single location and find everything they need. Sellers have always been better off following customers instead of  expecting customers to follow them, even if that means paying a small fee for the privilege of displaying their goods to the wider audience gathered by the market. 

     

    Market owners and coordinators always needed the funds for ancillary services to help attract more customers, like decorations, currency exchanges, entertainment, and so on. They also needed to be rewarded for the services they provided.

     

    Due to the vastness of the Internet, online markets have accumulated overwhelming influence and resources, creating an imbalance between them and the sellers. It gave the market owners the possibility to charge very high rates for their accommodations as well as the freedom to choose what sellers are allowed to participate in their market. They also control the flow of customer traffic. 

     

    DeFi which stands for Decentralized Finance came up as a way to provide the convenience of centralized markets without the influence of the powerful market owners. DeFi was introduced as a technology, namely blockchain. All of the cryptocurrencies we all know and heard about, like Bitcoin, Etherum and many, many more, are blockchain technology. 

     

    To put it extremely simply, blockchain is a decentralized method of storing data that uses peer-to-peer networks. Data is kept in “blocks”. The blocks are chronologically ordered and time-stamped. All the blocks store the data about previous and next block. The values are changed when the transaction occurs. This ensures validity of data and fraud-proof system for transactions.

     

    Blockchain enables permission-less, peer-to-peer transactions. Due to this fact, the blockchain-based market is able to remove the middlemen, like banks and other large financial institutions. Fees, documentation, and legal jurisdictions do not prevent the entities from around the world from accessing the financial tools they need. 

     

    The driving force behind a significant portion of DeFi infrastructure are NFTs.

     

    What exactly is NFT (Non-Fungible Token)?

     

    NFT is simply a short for Non-Fungible Token. “Fungibility” in economics means a good is interchangeable. A non-fungible good is not interchangeable. It’s unique. 

     

    Non-fungible Token is two things at once. First, it’s a unique digital asset, created and traded via blockchain technology. Second, it’s proof of authenticity. An NFT is both a digital property and evidence that it’s not fake. 

     

    To comprehend it, it is best to compare it to a monetary asset. A monetary asset is a fungible token, it can be traded for another asset of the same value. A 10 USD bill can be traded for 10 1 USD bills and the value would not change. What would happen, if i.eg. some celebrity would put an autograph on 10 USD? The bill would suddenly become not exchangeable with any other bill or bills of the same nominal value. It would become unique. Non-fungible.

     

    So the NFTs are blockchain-based digital assets that can be purchased with a digital wallet or cryptocurrency. They can assume the form of an image, video, music, meme or tweet. The difference between NFT and e-book, or digital form of musical albums, is that when the customer purchases an NFT, it means the ownership of a token, not just a licence to use it. The ownership can then be kept or sold to the new buyer. 

     

    How NFTs work on the example of art

     

    The NFTs are stored in the second most popular cryptocurrency after Bitcoin, Ethereum blockchain. Ethereum was established as a registry system to enable so-called smart contracts. They allow the transfer of ownership of an NFT. We chose art transfers for our further argumentation, because it provides us with easy-to-grasp examples of the concepts of authenticity and ownership of something digital, as well as the values that may support the will for such ownership.

     

    At present we all probably heard about astronomical sums paid for this NFT artwork or another, and we wonder, why someone would spend millions of dollars on digital piece of art, that can be without a problem obtained for free. Just to be clear, it is not only possible but legal to just copy an image and save it on the hard drive to enjoy its artistic values. It is just it will not be THIS, original piece of art. You will know it, everybody will know it, but there will be no real difference in artistic value, unlike i.eg. weak copy of a painting. And this is actually the problem with digital art.

     

    The NFT concept solved this critical problem. The value of art depends largely on factors like authenticity, age, number of owners. For digital artists, it makes great sense to store unique pieces of art as an NFT in Ethereum. Blockchain ideas end their struggle to prove authenticity. 

     

    And this is so much better than, say, print of a digital art, bearing the artist’s signature. Unlike the painting, the physical manifestation of a digital picture will mean less than the original. You can’t i.eg. zoom-in on it to enjoy fine details and the print resolution will never match modern monitors. 

     

    On the other side, we have the buyers. Two main groups of consumers of NFT art are motivated by different sets of values. 

     

    Art collectors and enthusiasts are drawn to the NFTs because of the personal value they derive from possessing the original piece of art and the fact that their ownership is recognized by their community. So the collectors need the authentication and they self-validate.

     

    Art investors buy and sell art, including NFTs, for profit. Factors like originality, scarcity, ties to real-life events or the author being a celebrity, may influence an NFT value in the future. Knowledge, what piece of art is worth investing in is a part of their trade. Art investors need both authentication and outside validation. 

     

    Both are possible with blockchain-based NFTs.

     

    Moreover, artists now have the ability to self-market their work without the traditional middle-men. They control the quantity and visibility of their pieces and can gain in popularity and value quicker than in conventional art launches. Traditional art did not provide the means to track the piece after the original sale. With a digital trail, an artist can make sure that when their work makes money for an investor, it makes money for them too.

     

    The art is just one example of how NFTs can be used. It illustrates that NFT can be a fully-fledged product, desired and paid for for different reasons. And the possibilities that a blockchain structure provides for tracking the transactions as well as how much control it gives the authors over their commodity. 

     

    There are now various operational NFTs platforms that can provide you with other opportunities.

     

    Examples of NFT platforms and what they can provide eCommerce with

     

    NFTify

     

    It provides businesses with the possibility of creating an online store without the necessity to write a code. It also adds another layer of protection to an already extremely secure blockchain, in the form of an AI detecting the NFTs similar to those of the user.

     

    Splyt

     

    Splyt enables the possibility to use real world items as NFT. The potential for eCommerce is great in this idea. The inventory data is stored on the blockchain, so no entity listing a particular NFT can sell it twice. Sellers are able to sell physical items as NFT and collect royalties every time the item is resold. Affiliates are able to collect immediate payment after selling NFT products because smart contracts used in Ethereum hold and transfer the funds. For the buyers NFT is a guarantee of the originality of their product. This eliminates the scalping problem. The profits are redistributed in a more equitable way, as the platform itself has built in every guarantee and accommodation traditionally provided by the middle-man. Environment is trustless, nobody needs to trust anyone, as everything is stored in the blockchain.

     

    Pandora

     

    Pandora is another tool turning real world items into NFTs, providing the users with a mix of eCommerce and DeFi. The NFTs on this platform can be treated like financial assets: purchased, sold as well as borrowed and even divided into pieces, that in turn can also become a subject of trade. NFTs can also be stored on the platform to gain a bonus over time.

     

    Drops

     

    Drops is a full DeFi solution, utilizing the fact that NFT assets can sometimes have difficulties finding a buyer. Inactive NFTs can be turned into assets allowing borrowing cryptocurrency. In the bank-like environment, some users bargain with their assets for cryptocurrency, others put their currency in a pool for other users to borrow. The efficiency of the blockchain guaranties makes the process cost very low and  individuals are able to perform the operations normally reserved to institutional level banking.

     

    What are NFTs used for now?

     

    There are a number of industries utilizing NFTs for some time now. Let’s have a look at some of the most prominent examples.

     

    Art

     

    I will not discuss this example in detail, since it was analysed before in this article. To previously mentioned advantages of NFTs for digital artists, we only add convenient fractional ownership of the NFT. Thanks to this, thousands of people may collectively purchase a piece of art in separate tradable units.

     

    Music

     

    NFts are no less popular in the music industry than they are in visual arts. Over the years, the music industry moved from CDs to digital downloads, then streaming services came up. All these had one in common, a long line of middle-men. Their accommodation and support reduced profit margins for artists. 

     

    Now the artists can sell their music in a D2C model, in a form of fractionalized tokens. Deadmau5, Grimes, 3Lau, Jacques Greene, Tory Lanez and Kings of Leon have all sold NFTs relating to their works in the past year directly to their fan base. Some of them decided to sell entire tracks this way, others have created audio loops accompanied by art pieces or video clips.

     

    Sports

     

    Remember the collectibles in the form of baseball cards? In the form of NFTs they have become digital now.

     

    The path was cleared by the NBA and their “NBA Top Shot” project. A collectibles project based on cryptocurrencies allows the fans to trade NFT video highlights in the same way they trade for the rookie cards. There are already registered transactions for hundreds of thousands of dollars for tokenized, unique moments in NBA history.

     

    Also some of the world’s biggest soccer clubs utilize NFTs, i.eg. Barcelona, AC Milan, PSG, Juventus, and Real Madrid have launched NFT projects and are now offering fan tokens for their supporters. Some of these tokens include voting rights. Projects like Sorare allows fans to buy digital player cards and build custom lineups for cash prizes.

     

    Fashion design industry

     

    NFTs serve here as authenticity proof of the designer products. The verification process is simple and involves scanning QR code attached to the label or sale tag. Moreover, the consumers can view the location of factories and sources of raw materials this way. 

     

    NFTs are preventing counterfeiting by verifying authenticity through the blockchain. This way the consumers are able to check to see where their luxury handbag was made. 

     

    Some brands even create virtual 3D dressing rooms and use NFTs as digital garments.

     

    Gaming

     

    Digital items, skins, weapons, collectibles or maps, sold in individual transactions, are present in games for years now.. Some of these items sell for hundreds of thousands of dollars. And it was always natural that these assets were confined to the game that they originated from. NFTs can change even this and let the players take their favourite items into the other game or virtual collection room. 

     

    Moreover NFTs are able to break the ownership structure for such items. Right now, all the in-game assets are prone to be lost, when i.eg. game servers are shut down because  ownership of the items belongs to developers. With NFTs items won or purchased in a certain game could be transferable and used in other games.

     

    Community building

     

    NFTs have means to empower the individuals sharing certain passions to form the community and contribute to development of their dream project. NFTs are now contributed to the development of various interest groups and communities, ranging from fan pages to political movements.

     

    Creative examples of NFTs use in eCommerce

     

    Now let’s see, what ideas for NFTs utilization individual brands from various industries come up with before we summarize the core NFT features that are able to boost eCommerce now and in the future.

     

    Nike

     

    Nike was fast to jump on the NFT hype-train. Their CryptoKicks is a system developed to entail physical shoes to the digital versions of the footwear. Digital shoes can be traded for or stored in a digital locker. But this is just the beginning. 

     

    The brand came up with the idea of breeding two pairs of digital shoes to create a shoe offspring. The origins of the offspring can be, of course, tracked back on a blockchain. Offspring can be sold as collectible. This is a strong marketing idea, supporting brand’s presence on the modern market and creating revenue at the same time.

     

    Christie’s

     

    Christie’s was the first major auction house to sell a fully digital artwork, Beeple’s Everydays: The First 500 Days in March 2021. This was the most valuable crypto sale in history, reaching a whopping 69 million USD, boosting Beeple to become the third most valuable living artist.

     

    Gucci

     

    Now this is not exactly an NFT project, but it is very close. The brand released a special line of digital-only sneakers. The trading platform for the consumers in under way. Gucci already experimented with virtual try-ons. Next step is a digital-only pair of sneakers. They can never be worn, but at the price of about 12 USD the brand, much like Nike, can seek to increase its presence while still making money out of their marketing campaign. 

     

    Of course the value of this, at first glance, outrageous offer will be verified by the market, when the trading app finally hits the stores. Limited editions are likely to go up. Gucci has stated their further interest in exploring the possibilities of NFTs.

     

    NBA Top Shot

     

    Again we talk about the example already given in this article. But we must stress how great this idea turned out to be. Top Shot Moments gathered more than 250 000 NBA fans so far and the website purports sales of over $400 million.

     

    What can NFTs bring to eCommerce in the future?

     

    Zero Fraud

     

    The very idea of a blockchain and the construction of the NFTs on top of Ethereum makes fraud or counterfeiting simply impossible in eCommerce.

     

    Lifetime product tracking as SKUs blockchain-based analogue

     

    NFTs probably have the potential to replace SKUs with blockchain-based analogue. Moreover, NFTs could enable e-commerce data tracking, as users can have lifetime access to every data point across the product’s life span.

     

    Trade barrier removal

     

    NFTs make international trade for digital assets possible without considering restrictions, regulations and politics. It also enables transactions previously reserved to the institutional banking level.

     

    Eliminating Intermediates / more equitable profit distribution / supporting D2C eCommerce model

     

    Additional costs added by intermediaries between buyers and sellers are eliminated by NFTs. So they will support a more equitable profit-sharing system, particularly for emerging brands that are looking to establish themselves in e-commerce. Essentially, they are tailored for the D2C support.

     

    Speed

     

    Due to smart contracts used in Ethereum, the blockchain basis for NFTs, trades can be initiated and validated at unprecedented speeds. Trade requests and offers are validated by computer networks on the blockchain in real-time.

     

    Divisibility

     

    Fractional ownership of assets too expensive for the average consumer allows the producers and artists to sell off their work much faster.

     

    Wrapping up the NFTs at the end of 2021.  Which of their features will prove to be a game changer?

     

    What we witness here is still just the beginning of a trend. Yes, according to Jackofalltechs NFT sales climbed 464% in 3 Months from the end of June to the end of October 2021. But it is still not too late to jump on the NFT train. 

     

    Most of the brands concentrate on the digital product that cannot become a victim to counterfeiting. But maybe some other, even deeper features, taken straight from the blockchain base, will prove more widely useful. After all, borderless commerce at the speed of light or fractional ownership may be crucial to corporate entities. 

     

    And digital SKU analogue and lifetime product tracking opens so many doors and says so much about the customers. After all, from the perspective of the Customer Data Platform operators, NFTs mean more knowledge about the consumers. We will surely take this trend and its ramifications for eCommerce into consideration.

     

  • 6 Advertising Challenges Brands Could Face in 2022, According to Experts

    Did you know that 90% of searchers haven’t made their mind up about a brand before starting their search?
    This is one of the main reasons that online advertising is so competitive. That ever-increasing competition is just one of the challenges that brands face when they do online advertising (and we’ll dive into this more below).
    Yet, advertising is a vital component of any business’s marketing strategy. So, you might be wondering, “What are some other advertising challenges and how can we overcome them?”
    In this post, let’s review the advertising challenges experts think brands could face in the next year and discuss how to overcome them.

    1. Reaching the right targeted audience.
    The adage goes that advertising (and marketing in general) is about reaching the right audience, with the right message, at the right time. But reaching the right audience is getting harder and becoming a challenge for advertisers.
    Valentina Turchetti, the co-founder, managing director, and head of content at YourDigitalWeb, says, “Even if brands use retargeting and advanced audience funnel creation, they have to pay attention to Apple’s tracking changes where users can choose not to see advertising. Since users using Apple devices can decide to say ‘no’ to advertising, business results can be lower compared to those of previous months or last years.”
    How to overcome this challenge: While this could impact results on certain advertising campaigns, it’s important to remember that the industry will shift to adapt to this challenge. In fact, it could mean that brands will rely on more native advertising options, and/or focus on advertising to loyal customers. These are just a couple of ideas, but as it becomes harder to reach the right audience, advertising strategies will need to shift. Additionally, you can use products and services like Terminus, LeadsBridge, and AdRoll to integrate your advertising with your CRM and find more customers.
    2. Allocating enough budget.
    Another challenge that advertisers will face in the future is allocating enough budget. Budget is usually a challenge in the marketing and advertising world of small to midsize companies, but this challenge will begin to impact larger companies as well.
    Turchetti adds, “Advertising is not just an option anymore: brands have to allocate a budget for it. Depending on which channel the target uses, brands have to run campaigns on Facebook, Instagram, Linkedin, Google Ads, and so on. The organic reach will be lower in the following months. Don’t forget that Facebook&Company are companies – I mean – they do business and monetize especially with ads, so their goals will be pushing brands to do ads. More and more.”
    How to overcome this challenge: Turchetti’s conclusion makes more and more sense as social media organic reach gets lower and SEO results become more volatile. The best way to combat this is to show the data to your leadership and executive team who makes budgeting decisions and increase your overall advertising budget. 
    3. Scalability.
    Of course, another advertising challenge that brands face is scalability. You’ll need to run online campaigns that can grow with your company.
    Turchetti says, “It’s not just about creating a performing campaign. The issue is to make your campaigns scalable to grow the business efficiently. I think that landing pages are and will be the key for conversions. Let’s suppose brands create perfect high-converting campaigns with a targeted audience, they run A/B tests, they understand which CTA suits best for every campaign: that’s not enough.”
    How to overcome this challenge: So, what do you do? “Brands have to work hard on creating, testing and running powerful landing pages, differently addressed to different groups of targets and marketing channels,” Turchetti advises.
    4. Competition.
    As we discussed above, online advertising is competitive. That competition makes it challenging for brands to reach the right audience in the right way.
    Lewis Goldstein, the president of Blue Wind Marketing, says, “As more brands enter the online advertising space, the competition will become fiercer and fiercer.”
    How to overcome this challenge: Goldstein recommends getting to know your audience on a deeper level. He says, “This will force advertisers to take a deeper dive into customer motivations by getting to know how they think (logic) and feel (emotion).” The better you know your target audience, the easier it will be to create effective advertising campaigns.
    5. Relying on one marketing channel.
    Online advertising doesn’t exactly feel like an option at this point. However, a huge challenge in the advertising industry is to rely on one marketing channel.
    Goldstein comments, “With the recent outage that Facebook, Instagram, and WhatsApp experienced, it’s never been more clear that relying on one marketing channel – even if you’ve mastered it – is an unwise move. Keep in mind you’re playing in their sandbox and have to play by their rules.”
    How to overcome this challenge: The best way to overcome this challenge is to strategically consider what channels you advertise on. Goldstein says, “This is why it’s smart to diversify the channels you use so you’ll be prepared for all seasons.”
    6. Downplaying the power of emotions.
    In recent years, we’ve seen a wave of nostalgic and emotional content playing a large role in the advertising industry. While you might think this is just a trend that’s going away, think again.
    “Appealing to customers by using solely logic and forgetting the essential role emotion plays leaves a lot of money on the table. Ultimately people buy products and services because they feel like it’s the right thing to do,” Goldstein reminds us. “Emotion has been scientifically proven to drive decision-making behavior. Bottom line, when properly executed, this leads to more and more conversions, sales, and revenue.”
    How to overcome this challenge: To overcome this challenge, rely on the science that proves that emotions drive purchasing decisions. Use this data to inform your advertising campaigns so you can connect with your audience in the most effective way.
    The world of advertising is always changing, and new challenges crop up as technology evolves. But, it’s important to think about these challenges, review ways to overcome them, and be adaptable with your advertising strategies.

  • The Importance of Personalized Customer Service

    Although fantastic customer support has always been at the forefront of contact center success, statistics are beginning to expose a new trend. Now, personalizing that support and providing a tailored customer journey is being touted as an effective way to give customer satisfaction (CSAT) survey scores a boost.
    According to the 2021 Getting to Know Your Customers report from Khoros, 68% of customers will increase their spend with a company that they feel understands them and meets their individual needs—proof that it may be time for your customer service agents to make it personal.
    Contact Center Trends: Predictions for 2022
    What is personalized customer service?
    Just as its name suggests, personalized customer service is all about providing the people who interact with your contact center an experience that is tailored specifically to their needs and wants. Personalized experiences for your customers start before they get in touch with your contact center, continue throughout their entire interaction with your company, and can even extend after their interaction is over.

    Hey #contactcenter agents—don’t be afraid to get a little personal! According to a survey commissioned by @Khoros, 68% of customers say they’ll spend more with a company that understands them and their individual needs. #businesstips…Click To Tweet

    How do contact centers benefit from tailoring customer experiences?
    Besides encouraging customers to spend more, personalized customer service will also:

    Bolster customer loyalty, helping to reduce acquisition costs.
    Turn customers into brand ambassadors who promote your business for you.
    Encourage the collection of customer data that can lead to future business insights.

    How can I implement personalized customer service into my contact center?
    The benefits are well worth adding a personal touch to your company’s customer interactions. Though starting to integrate personalization into your customer service strategy may feel a bit daunting, it’s much easier to manage when you break it down. Here are 4 steps you can take to get started:
    1. Know your audience.
    Determining your main customer profiles can help you to tailor the customer support your contact center provides and the products or services you offer. Gather key analytics like age and location from your CRM software, customer surveys, and even social media channels. Then, use this information to create profiles and determine the best offerings for these specific segments. Making offers personalized in this way allows for large-scale businesses to help customers feel a bit more understood.
    2. Keep communications personal.
    In 2021, there are so many ways live agents might interact with customers. In every single one of these touchpoints, it’s important to encourage customer service agents to engage with their clients in a way that feels personal.

    On the phone? Agents should ask which name their customer prefers to go by and continue to use this name throughout their call.

    Through online chat? It’s important that agents ensure they clearly understand the issue the customer is facing as conversations can get lost in translation in chats more easily than via voice calls.

    Over email? In every instance possible, agents should either avoid copy and pasting email subject lines and bodies, or at least edit them to include specific customer details. Emails with impersonal subject lines and content are more likely to be regarded as spam. Plus, it’s also always worth it to send a follow up email after a negative interaction—it shows customers that the agent and company care.

    How to Train Your Call Center Agents to Exercise Empathy
    Take advantage of technology.
    The future is now—really. Machine learning and artificial intelligence are widely used by contact centers in the form of online chat bots. Leveraging these technologies provides another support channel to customers, while also alleviating pressure from live customer service agents who will have more time to spend on creating helpful and memorable interactions with customers. It’s a win/win!
    Empowering your customers by providing choices is a great way to make them feel as though their service is highly personalized. Conversation scheduling technology allows callers to choose whether they’d like to wait on hold or schedule a call-back in the future—they’ll get a say in their journey and can select an option that works best for them and their personal schedule.

    FACT:
    Research from Accenture suggests that 91% of customers are more likely to make a purchase from a company which provides relevant offers and recommendations.

    Connect all your channels.
    Nothing is more frustrating for a customer than having to explain their situation over and over. Like we said, providing customers with choice throughout their journey is essential, but with the delivery of all these channels comes the responsibility of keeping them all connected for a seamless customer experience. Agents should have all the background they need to be able to assist a customer quickly and efficiently.
    Follow up and ask for feedback.
    The best way to know whether your personalized service is on point is to ask. Add questions to your CSAT survey that directly inquire about the level of personalization within the interaction and whether it positively impacted the customer’s experience.
    6 Essential Tips to Increase a Low CSAT ScoreThe post Blog first appeared on Fonolo.

  • Pushing, pulling and leading

    Tug boats don’t usually tug. They push.

    That’s because pushing is more mechanically efficient than pulling. When we pull, there’s tension and slack in the ropes, and the attachment between the puller and the pushed keeps changing.

    But the metaphor gets far more interesting when we think about leading instead.

    One bird at the head of the flock can lead 100 others if they’re enrolled in the journey. That bird would never be able to pull (or push) even one bird, never mind all of them.

  • Consumers have changed: are brands ready to respond?

    From omnichannel shopping to brand switching, the pandemic has accelerated some key trends in consumer behaviour. It has also profoundly altered customers’ perceptions and beliefs about the companies that serve them. Four key trends in customer behavior As an organization that specializes in Total Experience Management (TMX), at Alida, we wanted to take a closer…
    The post Consumers have changed: are brands ready to respond? appeared first on Customer Experience Magazine.