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Old habits die hard. The emergence of focus on customer experience as part of the marketing continuum and modern marketing toolset is important. Turns out that something really obvious is in play, as explained in this article from COLLOQUY: "An advertisement... can reach a large number of people, but how much time does the brand spend with them? A few seconds, perhaps, and the consumer may not even be paying attention. With experiences, however, those seconds expand into minutes or even hours, and tend to capture a greater amount of attention and focus." Couldn't have said it better!

Interestingly, each time my mortgage comes up for renewal, I ponder whether change or at least a shopping around is needed. This article confirms that this is a pretty common problem, that customer retention needs to be on the agenda for mortgage lenders, and ponders approaches. Sadly, the approaches still feel a bit technical; don't get me wrong, technical enablement is great, but high touch is better. Let's ponder what a great customer experience with a mortgage lender would include, eh?

SHIFT does some pretty amazing thinking (and synthesizing!) about learning. They serve up another gem - this time about tested principles that help learners truly acquire and gain new knowledge and behaviours.