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Tim Peter Thinks

Tim Peter

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May 4, 2017

13th Annual Customer Experience Conference

May 4, 2017 | By | No Comments

Tim Peter to Chair the 13th Annual Customer Experience Conference in New York City on May 4th and 5thJoin me and other advanced practitioners in customer experience at The Conference Board’s 13th Annual Customer Experience Conference, taking place at the Marriott Downtown in New York, NY on May 4-5. I’ll be chairing the event and providing opening and closing remarks each day, as well hosting some sessions throughout. The conference will focus on topics including:

  • CX and Organizational Effectiveness
  • Employee Engagement
  • Customer Feedback and Data for Results
  • Customer Journey Power
  • Digital and Social Success
  • Generational and Cultural Nuance

It would be great to see you there!

(If you or one of your colleagues are interested in attending, I can share with you the “friends of speakers” discount of $500. Just mention code FS1 when registering here: http://bit.ly/2eM5zkh).

Tim Peter

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March 23, 2017

The Retail Apocalypse? I Don’t Think So (Thinks Out Loud Episode 189)

March 23, 2017 | By | No Comments

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The Retail Apocalypse? I Don't Think So (Thinks Out Loud Episode 189)

The Retail Apocalypse? I Don’t Think So (Thinks Out Loud Episode 189) – Headlines and Show Notes

Subscribe to Thinks Out Loud

Contact information for the podcast: podcast@timpeter.com

Past Insights from Tim Peter Thinks

You might also want to check out these slides I had the pleasure of presenting recently about how to lead mobile-focused digital transformation within large organizations (a topic we’ve been talking about a fair bit lately). Here are the slides for your reference:

Technical Details for Thinks Out Loud

Recorded using an Shure SM57 microphone through a Mackie Onyx Blackjack USB recording interface into Logic Express 9 for the Mac.

Running time: 11m 28s

You can subscribe to Thinks Out Loud in iTunes [iTunes link], the Google Play Store, via our dedicated podcast RSS feed )(or sign up for our free newsletter). You can also download/listen to the podcast here on Thinks using the player at the top of this page.

Tim Peter

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March 3, 2017

9 Insights Into Customer Experience, Content Marketing and More: E-commerce Link Digest

March 3, 2017 | By | No Comments

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9 Insights Into Customer Experience, Content Marketing and More: E-commerce Link Digest

Howdy, Big Thinkers! Hope you’ve had an amazing week. What do you say we close it out with these 9 insights into customer experience, content marketing and more as this week’s entry into the E-commerce Link Digest series? Enjoy:

  1. In an article on Forbes, Lauren Friedman looks at “Millennials And The Digital Experience: Getting Your Digital Act Together.” Really good stuff.
  2. Of course, millennials represent a significant change for your business. But Paul Daugherty, Accenture’s Chief Technology Officer, looks at what might be an even more profound shift: “The Changing Face of Business – and the Part Artificial Intelligence Has to Play.” Fascinating post and well worth your time.
  3. Some changes are painful. Chris Isidore reports on CNN Money that “JCPenney Will Close up to 140 Stores.” But it’s worth noting that this represents more a shift in who’s winning rather than a trends away from retail altogether. For instance, in the article, Chris notes that Amazon “…expects to hire 100,000 US workers this year,” some likely for its new retail outlets like Amazon Go. One thing’s for sure. Retail will continue to see significant changes over the next few years as customers and companies alike navigate this new environment.
  4. For additional insights into how these changes might shape your world, don’t miss these 9 Great Posts Focused on Digital Transformation, Strategy, and AI from the E-commerce Link Digest series.
  5. Another great entry into the E-commerce Link Digest series offers up “13 Key Insights About Mobile Commerce, Payments, and Content Marketing” that you won’t want to miss.
  6. Hey, speaking of content marketing — see what I did there? — Arnie Kuenn has a fantastic piece over on Brand Quarterly that walks you through “Successful Content Marketing In 8 Steps.”
  7. Let’s follow that up with an entry from Thinks Out Loud, our e-commerce and digital strategy podcast, that looks at “Trends for 2017: What Your Content Marketing Strategy Looks Like.”
  8. But, wait, what’s content marketing got to do with the changes we’re seeing in the marketplace? Well, for starters, it needs to adapt, as Jayson DeMers from Forbes explains “How Content Marketing Could Change In A Wearable Technology Era.” Also, as somebody said recently, “Content is King, Customer Experience is Queen” — and both play a critical role in helping you connect with your customers.
  9. And while we’re on the topic of connecting with customers, don’t miss this look at “Improving Customer Experience in 2017: The Conference Board’s 13th Annual CX Conference” for even more insights to improve your business all year long.

If you want learn even more about how your customers’ changing behavior shapes e-commerce and marketing, be sure and register to receive a special report I’ve produced in conjunction with hotel marketing firm Vizergy, “Digital Hotel Marketing in a Multiscreen World.” While it’s targeted specifically at hotel and resort marketers, the lessons apply to just about any business. You can get your free copy of the report here.

You can also check out these slides and video from my recent webinar, “Digital Marketing Directions: Three Key Trends Driving Your Marketing Next Year”:

Finally, you might enjoy some of these past posts from Thinks to help you build your e-commerce strategy and your digital success:

Tim Peter

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February 26, 2017

8 Outstanding Hospitality Marketing Posts Focused on Guest Experience: Hospitality Marketing Link Digest

February 26, 2017 | By | No Comments

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8 outstanding hospitality marketing posts focused on guest experience, woman shopping travel on her phone

Hey, Big Thinkers! Hope you’ve had a fantastic week. No big setup this week. Instead, we’re working to provide you a great experience by getting you right into these 8 outstanding hospitality marketing posts focused on guest experience. Enjoy:

  1. Leading off, Skift explains “What Marriott Learned From Starwood’s Loyalty and Digital Expertise.” Key insight:

    “‘Now that people are using mobile at more and more points throughout the travel process, we want to look at those points and figure out which ones we can add value to,’ [senior vice president of digital George] Corbin said. ‘To have relevance, we need to have personalization.’

    Signs of that personalization include changing the screen of the app depending on whether you have an upcoming stay, allowing guests to make service requests before they even arrive at the hotel, and making sure relevant content appears in the mobile app’s feed for guests, depending on where they are during their stay.”

    These insights align heavily with our past assessments of “Why Hotel Marketing Depends on Personalization” and “Today and Tomorrow: Mobile and The Changing Customer Journey,” which you might also want to check out when you have a moment.

  2. SEO Roundtable highlights a fairly significant user experience change as “Google Launches Hotel Rich Cards In Search Results.” These provide guests additional information about your hotel and likely represent a positive way to differentiate your property to guests — to say nothing about providing an additional revenue opportunity for Google in time.
  3. The fine folks at Fuel Travel and Flip.to —long-time friends of the blog — have new research that shows “How Hotels Can Adapt To A Dramatic 88% Drop In The Number Of Sites A Traveler Visits Before Booking.” We plan to look into these numbers in more detail over time, but it definitely signals a massive shift in what we “know” about guest behavior. And it also suggests your marketing will have to adjust to the new reality.
  4. Speaking of new research, Tnooz takes a look at “The Airbnb Effect on Hotels — Experiences, Tech Provision and Convergence.” It’s slightly disappointing that some hotel operators need Airbnb to remind them the importance of guest experience, but better to learn it there than not at all.
  5. While we’re on the topic of Airbnb, you’ll no doubt want to check out these posts that ask “What Business Is Airbnb In? Hotels? Or Hospitality?” and “How Safe Are Independent Hotels from Airbnb?”. They also uncover what the answers mean for your property.
  6. Building on the Airbnb theme, another great Fuel Travel post about “Travel Trends For 2017: Hotels Respond To OTAs & Sharing Economy” is well-worth your time.
  7. Before closing, how about we by recap some of the most popular Hospitality Marketing Link Digests of the recent past, including:
  8. Our annual recap of the HSMAI Digital Marketing Strategy Conference is coming up in just a few days, but let’s round out this week’s collection of 8 outstanding hospitality marketing posts focused on guest experience with this round-up of “8 Outstanding Lessons from the 2016 HSMAI Digital Marketing Strategy Conference” for you. Great stuff that you can put to work for your business today.

Hope you have a great week ahead, Big Thinkers!

If you’re looking for even more hospitality marketing goodness, you might also want to take a moment to review the slides from Tim’s recent seminar, “Digital Marketing Directions 2016: The Key Trends Driving Your Hotel Marketing Next Year” here:

Finally, you will definitely want to check out some of our past coverage of the mobile, local, social web and how to make it work for your hotel, including:

Tim Peter

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February 3, 2017

8 Amazing AI and Customer Experience Posts For You: E-commerce Link Digest

February 3, 2017 | By | One Comment

Looking to drive results for your business? Click here to learn more.


8 Amazing AI and Customer Experience Posts For You: E-commerce Link Digest

Hey, Big Thinkers! No big setup today, folks. Just a quick list of 8 amazing AI and customer experience posts for you. Enjoy:

  1. Kevin J. Ryan at Inc. explains “Why It Matters That Artificial Intelligence Is About to Beat the World’s Best Poker Players.” What does that have to do with your business? Well, a lot as these next few posts demonstrate.
  2. First, Entrepreneur offers an infographic that outlines “The Growth of Artificial Intelligence in E-commerce.” That’s a real business impact isn’t it?
  3. We’ve rounded up a collection of “9 Great Posts Focused on Digital Transformation, Strategy, and AI” as part of our ongoing E-commerce Link Digest series for other examples.
  4. Similarly, a recent episode of Thinks Out Loud, our e-commerce and digital strategy podcast, asks the critical question, “Voice, VR, AR, and AI: Hype or Hope for Marketers?”
  5. eConsultancy looks at “How AI Will Impact Marketing and the Customer Experience” and uncovers exactly how important AI will become.
  6. Shifting gears towards CX more fully, Sprinklr highlights “What Customer Experience Will Look Like in 2017 — and Beyond” that you’ll definitely want to check out.
  7. Meanwhile, CMO.com says, “Digital Trends 2017: Seamless CX Calls For Change.” Very true.
  8. Given all the changes you’re seeing around AI and the rise of customer experience to your success as a marketer, check out “How Can You Succeed at Digital Marketing Next Year? 17 Great Posts Offer Answers”

If you want learn even more about how your customers’ changing behavior shapes e-commerce and marketing, be sure and register to receive a special report I’ve produced in conjunction with hotel marketing firm Vizergy, “Digital Hotel Marketing in a Multiscreen World.” While it’s targeted specifically at hotel and resort marketers, the lessons apply to just about any business. You can get your free copy of the report here.

You can also check out these slides and video from my recent webinar, “Digital Marketing Directions: Three Key Trends Driving Your Marketing Next Year”:

Finally, you might enjoy some of these past posts from Thinks to help you build your e-commerce strategy and your digital success: