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About Capabilities » People » Media » Careers » Map the territory between you and your customers, so you can see opportunities you didn't know were there. Issues Smart vs. Stupid » Customer Experience » Branding » Touchpoint Performance » Customer Loyalty » Improve your customer relationships by improving the touchpoints that drive customer experience. Approach Drive business results by improving customer experiences, and influencing perceptions and beliefs. Vision » Customer Experience Mapping » Touchpoint Metrics » Customer Relationship Lifecycle » Insights and Analytics » Services Identify, map and improve the brand, marketing and customer experience touchpoints between you and your customers. Strategy » Brand Mapping » Touchpoint Mapping » Loyalty Mapping » Workshops and Speaking » Expertise Understanding organizational and customer perspectives to identify and close gaps, and boost performance. Clients » Case Studies » White Papers » Presentations » Connect On understanding and measuring customer beliefs and perceptions, and improving brand, marketing and customer experience as a result. Contact » Blog » Twitter » Newsletter »

Connect Contact » Blog » Twitter » Newsletter » News and Insights from MCorp Consulting Sign up for our newsletter: Touchpoint Insights First Name * Last Name * E-mail * * Required field Recent Posts Instagram vs. Kodak: Smart Customers Sidestep Stupid Companies Friday, Apr 27, 2012 When a pre-revenue company with about a dozen employees gets a $1 billion Silicon Valley payday,...Read More Shouldn’t it be able to sense when you’ve gone to sleep? Tuesday, Feb 28, 2012 I was reading David Pogue’s NY Times review of Jawbone’s Up wristband , a $100 health...Read More Did You Know You’re Competing With Apple? Wednesday, Apr 6, 2011 At MCorp, we’ve conducted customer experience research with thousands of customers for...Read More Why Understanding Your Customers is the First Step to Delivering a Better Customer Experience Thursday, Mar 24, 2011 There are myriad reasons why companies treat customers poorly. One of the most common, costly...Read More The Growing Company Advantage: Smarter Customer Experience Tuesday, Mar 8, 2011 It’s surprising how many large companies seem to get further and further away from the...Read More Categories Brand Experience (44) Brand Research (26) Brand Strategy (7) Customer Experience Improvement (42) Employee Experience (6) Experience Mapping (37) Experience Research (39) Satisfaction and Loyalty (27) Smart Customers (4) Social CRM (13) Archives 2011 2010 2009

Home > Connect > Blog Current Articles |  RSS Feed Instagram vs. Kodak: Smart Customers Sidestep Stupid Companies Shouldn’t it be able to sense when you’ve gone to sleep? Did You Know You’re Competing With Apple? Why Understanding Your Customers is the First Step to Delivering a Better Customer Experience The Growing Company Advantage: Smarter Customer Experience Disruptive Technologies vs. Customer Experience: Thought Leadership Webinar Differentiating on Customer Experience: Steps to Take Today Customer Experience in 2011: The Penalties and the Payoffs Connected Devices Wreak Havoc on Retailers, Foreshadowing a New Era in Customer Experience (and Control). Redefining Customer Experience: CRM, VRM and “Disruptive Technologies.” Bridging the Brand and Customer Experience Gap Who needs to be “on board” first and foremost, when it comes to rethinking your customer experience? Customer experience isn’t a function or a department – it should become the center of everything you do. Customer experience as a double-edged sword: It may be most effective at pushing customers away… The Role of Research in Brand Marketing Strategy: Bud Light Gets Weighed Down Think Your Customers are Loyal Because They’re Satisfied? Think again. Social Media: A Brand Research Tool? Customer Touchpoints vs. “Moments of Truth” Brand Strategy Gaps? Just Turn on CSPAN… A Brand Experience Primer: Everything Matters Humility: A New Brand Attribute? More on Differentiation: Building an Aspirational Brand on Today’s Brand Experience Is There a Place for Focus Groups in Brand Research? Touchpoints are powerful drivers of brand experiences and storytelling. It (Better Be) in the Mail… What’s in a Brand Name? Some Companies Just Don’t Want You to Know… The New Language of Brand Experience: Can We (Pillow) Talk? Stock or Soda: It’s all About the Brand Message Are Customer Experience and Brand Research Problems Wicked? Brand Experience Suffers When Good Customer Touchpoints Go Bad Keeping Your Brand Promise Investor Relations Marketing Strategy: Key Touchpoints for a Core Audience Benchmarking for Brand Performance, Marketing and Touchpoints (Part 2) Know Which Customer Touchpoints Drive Customer Satisfaction Benchmarking for Brand Performance, Marketing and Touchpoints (Part 1) Build Brand Identity with Direct Marketing Bridging the Brand Strategy Gap: Getting to Execution Five Steps for Building a Strong Brand Identity Steps for Selecting the Right Name for Your Brand Identity Strategic Planning for Brand, Marketing and Customer Experience Self-Assessment: The 6-Question Customer Experience Audit Proving ROI on Customer Experience (Part 3) Proving ROI on Customer Experience (Part 2) Proving ROI on Customer Experience (Part 1) Social Media Influencing Buyers? Customer Experience Research says YES. Base Your Customer Experience Strategy on Audience Insights Developing a Culture of Customer Experience Measurement Improve Overall Success with a Brand Performance Measurement Strategy Delivering a Branded Customer Experience Involves Everyone On Our Bookshelf: The Numerati Recessionary times: Golden opportunity to increase customer loyalty. Significant benefits of measuring brand and marketing performance. State Farm Insurance: A TV Touchpoint That Works 10 Steps to Increase Marketing Effectiveness in an Economic Downturn Brand and Customer Experience Fuel Customer Acquisition & Retention On our Bookshelf: Spent. Sex, Evolution, and Consumer Behavior How B2Bs are Leveraging Social Media Touchpoints Four steps to delivering a branded customer experience “New” Rules for Actionable Voice-of-the-Customer (VOC) Research 6 Simple Steps: Better understand (and improve) customer experience Cringe-worthy Customer Experience: We’ve all been there 5 Steps for leveraging touchpoints for stronger customer relationships On Our Bookshelf: World Wide Rave When a “personalized” customer experience is worth the wait You’re Losing Control of Your Touchpoints… Co-Create a Better Customer Experience… with your Customers Presentation: Touchpoints, A Customer Experience Story Taking a Position on Positioning Presentation: Measure, Understand and Improve Customer Experience On Our Bookshelf: The Knowing-Doing Gap Spending Smart: Wooing the Right Customers What does it mean to “Touch” your customer? On Our Bookshelf: Karaoke Capitalism Utilizing customer insights when building your brand On Our Bookshelf: Discover Your Sales Strengths On Our Bookshelf: The Huffington Post Complete Guide to Blogging Bridging the Strategy Gap: Getting to Execution MCorp Case Studies On Our Bookshelf: Tribes: We Need You to Lead Us Do your touchpoints need to be… cool? Discover Your Sales Strengths What’s Your Personal Brand? Will Dunder Mifflin win? (What ultimately makes a great customer experience?) Suggestion: Be THIS guy instead (Effective lead nurturing) From the "Duh" File: Brands Matter in B2B Markets Don’t Be That Guy (Marketing Tips to Remember) Vanilla Latte, please... (How was your last customer experience?) Brand Management Imperative For Building Your Brand Equity What’s the true cost of Customer Lifetime Value (CLV)? Welcome to Touchpoint Insights Touchpoint Insights Blog Comment Policy Error sending email Email sent successfully Email article Email To :  Email From :  Message :