You can’t fake it

“No matter how much money you spend on advertising, you can’t convince customers that you provide better experiences than you do.”

This is one of my favorite quotes from Customer Experience guru Bruce Temkin. It features prominently in my Customer Experience is the New Marketing presentation, which I delivered at Alex Allwood’s Customer Experience is the Brand book launch on June 29 in Sydney and again, in an updated form, on December 14 to a CIO-CMO audience assembled by IDG Communications, the publishers of ComputerWorld  and CMO Magazine, also in Sydney:

Here is the slide deck:


6 years ago