{"version":"20150408","show_thumbnails":true,"show_date":true,"show_context":true,"layout":"grid","headline":"Related","items":[{"id":1202,"url":"http:\/\/markdisomma.com\/2012\/04\/23\/loyal-to-what-point\/","url_meta":{"origin":814,"position":0},"title":"Loyal - to what point?","date":"April 23, 2012","format":false,"excerpt":"As I write this, I\u2019m sitting about six rows back from where I normally sit on this flight. The space around me feels like it has shrunk \u2013 again. They haven\u2019t offered me the nice headphones. I didn\u2019t get a newspaper like I used to. I\u2019m not grizzling. After all,\u2026","rel":"nofollow","context":"In \"Brand marketing\"","img":{"src":"","width":0,"height":0},"classes":[]},{"id":1789,"url":"http:\/\/markdisomma.com\/2013\/01\/22\/how-do-you-keep-the-magic-7-ways-big-companies-get-it-so-wrong-with-long-term-customers\/","url_meta":{"origin":814,"position":1},"title":"How do you keep the magic? 7 ways big companies get it so wrong with long-term customers","date":"January 22, 2013","format":false,"excerpt":"By Mark Di Somma Everyone talks at length about customer engagement and the need to converse. The process is relatively straight-forward for high-street brands. They use the seasons, sales and releases to keep people coming back. There are timely prompts. But how do you keep customers engaged when they\u2019re on\u2026","rel":"nofollow","context":"In \"Language\"","img":{"src":"http:\/\/markdisomma.files.wordpress.com\/2013\/01\/corporate-building.png?w=350&h=200&crop=1","width":350,"height":200},"classes":[]},{"id":5835,"url":"http:\/\/markdisomma.com\/2015\/12\/20\/your-customers-shouldnt-have-to-report-to-your-processes\/","url_meta":{"origin":814,"position":2},"title":"Your customers shouldn't have to report to your processes","date":"December 20, 2015","format":false,"excerpt":"We shouldn't even think of the term \u201ccustomer service\u201d as being about something that is valuable to customers. In fact, customer service is worth next to nothing. The reasons are simple. We live in a service-focused age, and the people who buy from you know they\u2019re customers. So the term\u2026","rel":"nofollow","context":"In \"Customer experience\"","img":{"src":"https:\/\/i2.wp.com\/markdisomma.com\/wp-content\/uploads\/2015\/12\/0P6FVF3Q5L-e1449975172643.jpg?resize=350%2C200","width":350,"height":200},"classes":[]}]}