customer experience

Tim Cook Ripped Apart Google’s Business Model In Two Paragraphs (AAPL)


Tim Cook

Apple CEO Tim Cook wrote an open letter to customers Wednesday detailing the company’s privacy policy.

One portion of the letter sticks out in particular, and it’s a clear jab at the way Google does business. Cook writes that many internet services are free, but use your personal data to market products to you.

“You are the product,” Cook writes, referring to internet services like that.

That’s how Google operates. Its algorithms scan your email, web searches, etc. in order to show you relevant ads. Facebook has a similar model.

Here’s the key part of the letter:

A few years ago, users of Internet services began to realize that when an online service is free, you’re not the customer. You’re the product. But at Apple, we believe a great customer experience shouldn’t come at the expense of your privacy.

Our business model is very straightforward: We sell great products. We don’t build a profile based on your email content or web browsing habits to sell to advertisers. We don’t “monetize” the information you store on your iPhone or in iCloud. And we don’t read your email or your messages to get information to market to you. Our software and services are designed to make our devices better. Plain and simple.

Apple’s stance is to do the opposite and never look at your data.

Still, there are always tradeoffs. Google and Facebook make great products that you get to use for free. You might not pay money to Google and Facebook, but you do give up a little bit of yourself in order to make your digital life easier.

SEE ALSO: Hidden features in iOS 8

Join the conversation about this story »


Wednesday, September 17th, 2014 news No Comments

US CMOs Rank Key Concerns


KornFerry-US-CMOs-Biggest-Concerns-Aug2014Asked to choose from 4 issues that keep them up at night, a plurality 34% of CMOs cite the creation of sustainable and engaging customer relationships and improving the customer experience as their top concern, according to data provided to MarketingCharts from a recent Korn Ferry survey. › Continue reading

Tags: , ,

Monday, August 11th, 2014 news No Comments

US CMOs: Spending on Analytics, Social and Content Growing


KornFerry-CMOs-Increasing-Use-of-Analytics-Aug2014About 8 in 10 US CMOs expect their companies to increase the use of predictive analytics and big data tools this year, with more than one-quarter expecting their use to increase by at least 25%. That’s according to survey data provided by Korn Ferry that supports recent research showing that senior management is pushing for a more data-driven, analytical culture at their organizations. The Korn Ferry survey also looks at the most effective applications for analytics thus far. › Continue reading

Tags: , ,

Friday, August 8th, 2014 news No Comments

Most Important Factors Influencing Consumers to Complete a Purchase



    Source: Accenture [pdf]

      Notes: Consumers aged 20-40 in the US and UK were asked to rank the factors that would make them most likely to complete the purchase of a product or service, with sales and competitive pricing (61%) by far their most critical. Superior products (36%) and customer experience (35%) are also key, according to respondents, followed closely by customer loyalty programs (31%) and relevant promotions (26%). Ad campaigns and celebrity endorsements trailed by a significant margin, presumably as they’re more influential in driving awareness than completed purchases.


      Friday, June 6th, 2014 news No Comments

      Digital Marketing Optimization: How Top-Performers Differ From the Rest



      In fact, 1 in 10 top performers reported directing more than one-quarter of their total marketing budgets to optimization activities (including agency fees, professional services, technology), versus 5% of the bottom 80%.

      Not surprisingly, the top-performers were more likely than the rest to use a range of customer experience measurement and optimization tactics. Some of the biggest gaps were for audience segmentation (+111%), use of mobile analytics (+90%) and performing A/B testing (+60%).

      Tags: ,

      Friday, June 6th, 2014 news No Comments

      US Consumers



        Source: KPMG [pdf]

          Notes: Of the 5 countries tracked – China, Australia, the US, Germany, and the UK – US respondents were the most satisfied customers overall, with 43% rating their customer experience as a top-2 box score on a 10-point scale. Among the 5 industries measured, US respondents were most satisfied with e-retailers, with 59% giving them a top-2 box rating. US respondents were also most likely to have recommended an e-retailer; 61% had recommended their e-retailer during the past year, while 13% had recommended against using it.


          Tuesday, June 3rd, 2014 news No Comments

          New Products Favored Over Better Customer Experiences


          Further details from the report, “Cultivating business-led innovation,” reveal that organizations are more likely to be prioritizing innovation in new and existing products and services than in improving the customer experience. In terms of how they focus their innovation efforts on the customer, most respondents collect customer feedback via surveys or interviews (54%) and analyze customer data for trends (53%).

          Relatively fewer involve customers in product testing (44%) or in product design (37%), and only 3 in 10 gather customer ideas using social media.

          Involving Customers in Innovation Fuels Performance

          The organizations that aren’t including direct customer input in their innovation processes are missing out on potential opportunities for new ideas. According to a Cognizant report released in July [pdf], organizations that structure their innovation processes by combining internal teams with customer input report higher satisfaction with a variety of innovation areas than companies that don’t employ this structure.

          Tags: , , ,

          Thursday, May 1st, 2014 news No Comments

          In Finland, Digital Shopping Behavior Varies by Age Group – eMarketer


          Gen X and Gen Y digital shoppers both visit online stores first when researching purchases

          Do people of different ages have different approaches to shopping online? It’s a question many retailers are asking now that most consumers have multichannel lifestyles and make contact with stores both physically and virtually.

          In Finland, customer experience specialist SN4Mobile recently surveyed two generations of consumers—Generation Y, the digital natives born between 1980 and 1995, and Generation X, born between 1964 and1979—to discover how digital options affected their shopping and buying.

          Researchers investigated the ways these two cohorts used several distinct sources of information during the purchase process. In both groups, an online store was the most popular starting point, with more than one-third of respondents in total saying they went there first. Among Generation X, a manufacturer’s website was the second most popular choice, cited by 26%. But in the younger Generation Y group, just 17% began by collecting information on a manufacturer’s site—the same proportion that went first to consumer reviews.

          Tags: ,

          Monday, March 17th, 2014 news No Comments

          Real-Time Marketing: Benefits, Challenges, Speed and More



          Conversion rates aren’t even considered the main benefit of real-time marketing, although more than 7 in 10 respondents feel that they are a primary benefit. Most commonly, company (84%) and agency (82%) respondents indicate that the main benefit is a better customer experience (which happens to be the most exciting opportunity for many marketers this year).

          So what does “real-time” mean? For upwards of 8 in 10 respondents, it is defined as the ability to respond to consumer needs and/or behaviors within 2 minutes or less. While a plurality of respondents (43% client-side; 49% supply-side) feel that real-time means the ability to respond within a minute or two, a significant 12% of company respondents and 15% of agency respondents feel that it describes the ability to respond in less than a second.

          Tags: ,

          Monday, March 3rd, 2014 news No Comments

          Large Companies Expect More Impact From Their CX Efforts This Year, Will Hike Spending


          Temkin-Biz-Impact-Customer-Experience-Efforts-Feb2014A recent study from Econsultancy found that company marketers consider customer experience (CX) to be their single most exciting opportunity this year. Large companies (with at least $500 million in annual revenues) surveyed by the Temkin Group [download page] seem to agree: relative to last year, they expect more positive business results from their customer experience efforts, and a strong majority are planning to spend more to attain those results.


          Indeed, 63% of large companies surveyed in Q4 2013 said they expect to spend significantly or somewhat more on customer experience this year. That represents continued growth from 54% who planned those increases in the 2012 study and 46% in the previous year.

          Respondents are betting on a big payoff from those investments. Some 28% expect a significantly positive impact from their CX efforts on business results this year, nearly double the 15% who experienced that level of impact last year. What’s more, another 49% expect a moderately positive impact on their business results, up from 35% who reported such an impact last year.

          Having buy-in helps: 84% of respondents agree that executives are fully committed to their CX goals.

          So what CX areas are grabbing respondents’ attention this year? The web experience is a natural choice, and 8 in 10 respondents indeed report that they will expend significantly or somewhat more effort improving the web experience this year. Interestingly, the Temkin Group reports a big increase in focus on phone agent experience, which actually makes ple! nty of se! nse considering that phone calls are still consumers’ preferred method for contacting businesses. Meanwhile, more than 8 in 10 companies will increase their focus on customer experience measurement, but the areas with the biggest increases in focus this year are CX executive dashboards and customer journey mapping.


          Friday, February 7th, 2014 news No Comments

          Dr. Augustine Fou is Digital Consigliere to marketing executives, advising them on digital strategy and Unified Marketing(tm). Dr Fou has over 17 years of in-the-trenches, hands-on experience, which enables him to provide objective, in-depth assessments of their current marketing programs and recommendations for improving business impact and ROI using digital insights.

          Augustine Fou portrait

          Send Tips:
          Digital Strategy Consulting
          Dr. Augustine Fou LinkedIn Bio
          Digital Marketing Slideshares
          The Grand Unified Theory of Marketing