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It is interesting to contemplate how digital technologies can better the customer experience. In this article, the author shares thoughts about how the internet of things, smart phone technologies, and general impatience will continue to change customer experience expectations. In talking about the balance between "marketing oohs" like SEO and pragmatic customer touches, he hits a gem: "Management needs to carefully balance SEO and exposure techniques with the ability to actively address the needs of the customer."

Customer loyalty is a critical element in today's marketing. Often, the challenge is to figure out how to get started. This article suggests 4 simple concepts that can drive better customer experience: keeping it effortless, allowing employee discretion, being pro-active and creating then meeting the expectation. It needs to be part of the corporate DNA.

I had not heard the term Generation D before, but I sure think it is apropos. Those younger than 25 have pretty strong consumer experience expectations - and they don't want to be disrupted by advertising. They're impatient, and they move mountains. Don't tick them off, or you'll be demonized.