www.cmswire.com Open in urlscan Pro
2606:4700:20::6819:9b1e  Public Scan

Form analysis
2 forms found in the DOM

<form class="footer__join-us-form" style="display:flex;justify-content:space-between;gap:16px;width:100%"><input type="email" class="footer__email-input" style="border:1px solid #D6D5D5;border-radius:4px;padding:6px 16px 4px 16px;flex:1;min-width:0"
    placeholder="Email address"><button class="button secondary" type="submit">Join us</button></form>

<form class="footer__join-us-form" style="display:flex;justify-content:space-between;gap:16px;width:100%"><input type="email" class="footer__email-input" style="border:1px solid #D6D5D5;border-radius:4px;padding:6px 16px 4px 16px;flex:1;min-width:0"
    placeholder="Email address"><button class="button secondary" type="submit">Join us</button></form>

Text Content

Read
Customer Experience
Contact Centers
Digital Experience
Ecommerce
Voice of the Customer
Digital Marketing
Customer Data Platforms
AI in Customer Experience
Marketing Automation
Digital Experience Platforms
View All Topics

Listen
CX Decoded Podcast

Investigate
Research Reports
Market Guides
White Papers
View All

Attend
Webinars
Workshops
Conferences
View All

 * About Us
 * Editorial Calendar
 * CONNECT Conference
 * IMPACT Awards
 * CX Decoded Podcast
 * CMSWire Mobile App
 * Press Releases
 * Product Directory
 * Advertise Here
 * Become a Contributor
   Join us


CUSTOMER EXPERIENCE

CMSWire's customer experience (CXM) channel gathers the latest news, advice and
analysis about the evolving landscape of customer-first marketing, commerce and
digital experience design.

News



CUSTOMER EXPERIENCE


LEVEL AI DEBUTS GENERATIVE AI TECH FOR CONTACT CENTERS: AGENTGPT

Read now
News



DIGITAL EXPERIENCE


OPENAI LAUNCHES NEW DEVELOPER PROGRAM FOUNDRY

Read now
Editorial



CUSTOMER EXPERIENCE


HOW TO STOP SELLING AND START CARING FOR CUSTOMERS THROUGH ECONOMIC UNCERTAINTY

Read now

Customer Experience


MY PERSONAL SURVIVAL STORY AND THE AMPLIFICATION OF CUSTOMER EXPERIENCE


Customer Experience


DIANA BROWN ON CUSTOMER EXPERIENCE MEETS EMPLOYEE EXPERIENCE


Customer Experience


CUSTOMER RETENTION STRATEGIES FOR DRIVING LOYALTY IN UNCERTAIN TIMES


Digital Experience


FROM DATA DUMPS TO WISDOM: A CALL TO REEVALUATE OUR RELATIONSHIP WITH
INFORMATION


Customer Experience


TOP 5 CHATGPT PROMPTS FOR CUSTOMER EXPERIENCE PROFESSIONALS


Customer Experience


UNDERSTANDING CUSTOMER RELATIONSHIP MANAGEMENT (CRM): THE BASICS AND BEYOND

Explore Customer Experience
CONNECT ConferenceEditorial CalendarPodcastAwardsAdvertising
Join us


Editorial


GUESS WHO'S BACK, BACK AGAIN – QR’S BACK, TELL A FRIEND

4 minute read
By Justin Racine
Follow
February 18, 2022

Customer Experience
30

Knowledge Tracker
QR codes first became popular in 2010, but never took off from there. Recently
they've seen a resurgence due to — yep, you guessed it — the pandemic.

From the age I could grow hair till about 13 years old, I had one of the most
ridiculous 1980s mullet haircuts you could imagine. We’re talking Joe Exotic
Tiger King type of mullet. A hairstyle made infamous during the 1980s stuck with
me through the '90s into the early 2000s and ultimately entered retirement once
middle school dances became a thing. Fast forward to 2021, and according to
Cosmetify, the mullet was the most searched hair style of 2021.

My point here is this: things that initially seemed like great ideas, but then
didn't turn out the way you thought sometimes make their way back into the
mainstream.

Kind of like QR codes.


THE QR CODE REVIVAL

If you’re like me and you watched the Super Bowl — more specifically, the Super
Bowl commercials — I’m sure you saw the 30 second ad spot for Coinbase that
simply had a QR code bouncing around on our TV screens. Stock X and other brands
also had well-placed QR codes.



What’s interesting about this approach is that QR codes never really took off
after they became popular back in 2010. Why? Well, many reasons, but the largest
is that mobile technology wasn’t as advanced as it is today, and consumers
didn’t use their devices in all the ways they do today. So QR codes took a long
vacation, only to be resurrected by — yep, you guessed it — COVID-19.

The pandemic dramatically changed consumer behavior in a very short period of
time. Restaurants, bars and retail all took a hit when they were forced to close
their doors during lockdown. Once some of the restrictions lifted and they were
allowed to re-open, they had to do it in a way that would keep customers safe.
Tables that were six feet apart, masks for employees, plenty of hand sanitizer
and of course — QR enabled menus.

As restrictions began to ease, QR codes stuck with these businesses and their
customers. This new option for viewing information was morphing into a learned
behavior that consumers became comfortable with. Unlike previous attempts to
make QR codes stick, this time society was ready, thanks to advances in mobile
technology — and the sheer mobile usage consumers engage in daily.


LEARNING OPPORTUNITIES

Webinar

Feb
23
Why Machine Learning is a Marketer’s New Superpower
Looking for the cheat codes to turn massive amounts of customer data into
meaningful insights?

Webinar

Mar
2
The Cost of Privacy Teams: What Your Business Needs To Know
Embracing the new future of privacy means embracing privacy software

Webinar

Mar
30
An Optimized Customer Contact Strategy Combines Transparency and Intelligence:
The State of Outbound Communications
Learn from the Neustar-commissioned Forrester Consulting study on challenges and
solutions for contact centers

Conference

May
10
CMSWire CONNECT 2023
Don't miss the most impactful customer experience conference of they year — live
in Austin, Texas May 10-12, 2023.

Conference

May
10
Reworked CONNECT 2023
Don't miss the most impactful employee experience conference of the year — live
in Austin, Texas May 10-12, 2023.

Webinar

On demand
AI for Marketers: Optimize Personalization Across the Funnel
Understand the benefits of utilizing AI across your entire marketing stack

Webinar

Feb
23
Why Machine Learning is a Marketer’s New Superpower
Looking for the cheat codes to turn massive amounts of customer data into
meaningful insights?

Webinar

Mar
2
The Cost of Privacy Teams: What Your Business Needs To Know
Embracing the new future of privacy means embracing privacy software


Webinar

Feb
23
Why Machine Learning is a Marketer’s New Superpower
Looking for the cheat codes to turn massive amounts of customer data into
meaningful insights?

Webinar

Mar
2
The Cost of Privacy Teams: What Your Business Needs To Know
Embracing the new future of privacy means embracing privacy software

Webinar

Mar
30
An Optimized Customer Contact Strategy Combines Transparency and Intelligence:
The State of Outbound Communications
Learn from the Neustar-commissioned Forrester Consulting study on challenges and
solutions for contact centers

Webinar

Feb
23
Why Machine Learning is a Marketer’s New Superpower
Looking for the cheat codes to turn massive amounts of customer data into
meaningful insights?


View all

Related Article: It's Time to Update Your QR Code Marketing Strategy


USE THE 3-L CYCLE TO DELIVER THE BEST CUSTOMER EXPERIENCES

So, what’s the big takeaway here? This is how I see it.

Society became comfortable using QR codes during the pandemic. So expect this
form of content consumption to remain a staple for brands moving forward. When
looking to incorporate QR codes to deliver the best customer experiences,
leverage the 3-L cycle model below:

 * Listen: Listen to the behaviors and needs of your customers. What type of
   experiences are they asking for? How can you create something that piques
   their interest within the realm of their expectations?
 * Leverage: Leverage the technology available to your business to build these
   experiences. If the technology doesn’t exist currently within your
   organization, build it — but make sure it aligns with what you've learned by
   listening to your customers.
 * Learn: Deploy and launch experiences, then track the results to determine how
   aligned your approach is to the expectations of your customer. However, keep
   in mind that consumer expectations are always changing. Being able to monitor
   behaviors over time will give you a window into the experiences you’ve
   created to identify if they are still relevant to your customers or if they
   have started to deteriorate. If the latter, you’ll need to pivot the
   experience again to realign to your customers expectations which brings you
   back to the 'Listen' phase of the cycle.



The point I’m trying to make is that innovation is often forced and guided by
unexpected circumstances. An unexpected event like Miley Cyrus displaying a new
mullet hairstyle caused that category of haircuts to be extremely popular last
year. Or, in the case of QR codes — a mass pandemic hit the globe and we were
forced to be open to new ways of digesting content and experiences.

Charles Baudelaire once wrote, “Through the unknown, we'll find the new.” Events
like COVID-19 are unknown and unexpected, but through events like these we find
new ways of doing things. And sometimes, these new ways of doing things
resurrect old approaches to meet new needs.

Learn how you can join our contributor community.


ABOUT THE AUTHOR

Justin Racine serves as Director, Lead Commerce Strategist at Perficient, a
global digital consulting firm serving enterprise clients throughout North
America and the world. At Perficient, Justin drives digital commerce strategies
that assists Fortune 500 brands to achieve and exceed business goals through
commerce-enabled technologies.


TAGS

justin racinemobile devicescustomer experiencecontent consumptioncxmqr codesdxm
Knowledge Hub
See all your topics
30


Knowledge Tracker Customer Experience
0
1000
Read Next
Understanding Customer Relationship Management (CRM): The Basics and Beyond +57
February 21

From Reach to Retention: Let Your Brand Shine on Private Social Networks +45
February 13

CMSWire Contributor Q&A: Jake Athey on Career Longevity, Navigating Martech
Change +37
January 17

Knowledge Tracker measures how much of a topic you have covered and suggests
articles to maximize your knowledge. Score out of 1000.
See All Your Topics
Powered By

Knowledge Tracker measures your coverage of any topic based on the articles you
read. The progress bar shows where you currently stand, and recommendations are
tailored to introduce key unexplored elements of the topic.
× See All Your Topics
Powered By
Continue Exploring customer experience:




FEATURED RESEARCH

Guide
Customer Engagement Inspiration Guide
2023 is the year of customer engagement
Read now

eBook
Retail Industry Spotlight - How to Leverage Customer Data for a Strategic
Competitive Advantage

Read now

Research Report
Contact Centers: The State of The Customer Experience

Read now

eBook
The ABX Gifting Playbook: Driving revenue through customer experience

Read now
White Paper
In Data We Trust
Establishing customer trust through privacy
Read now

eBook
EX and Great Tech: Complementary Pillars of the Customer Experience
How employee experience and contact center technology drive better CX outcomes
Read now

Market Guide
Customer Data Platforms Market Guide (2023)
Get the help you need when choosing a CDP
Read now

Research Report
Digital Experience Platforms (DXP) Market Guide
Everything you need to know about the DXP marketplace
Read now
Guide
Customer Engagement Inspiration Guide
2023 is the year of customer engagement
Read now

eBook
Retail Industry Spotlight - How to Leverage Customer Data for a Strategic
Competitive Advantage

Read now

Research Report
Contact Centers: The State of The Customer Experience

Read now

eBook
The ABX Gifting Playbook: Driving revenue through customer experience

Read now

View all RESEARCH



MOST READ TODAY

Editorial

Customer Experience
What's Love Got to Do With Customer and Employee Experience?
Editorial

Customer Experience
How Do We Measure the Happy Customer?
Editorial

Customer Experience
Is Music the Ultimate Community Experience Connector? I’d Hit Play on That Track


MOST READ TODAY

Editorial

Customer Experience
What's Love Got to Do With Customer and Employee Experience?
Editorial

Customer Experience
How Do We Measure the Happy Customer?
Editorial

Customer Experience
Is Music the Ultimate Community Experience Connector? I’d Hit Play on That Track


MOST READ TODAY

Editorial

Customer Experience
What's Love Got to Do With Customer and Employee Experience?
Editorial

Customer Experience
How Do We Measure the Happy Customer?
Editorial

Customer Experience
Is Music the Ultimate Community Experience Connector? I’d Hit Play on That Track



ABOUT CMSWIRE

For nearly two decades CMSWire, produced by Simpler Media Group, has been the
world's leading community of customer experience professionals.

.

Today the CMSWire community consists of over 5 million influential customer
experience, digital experience and customer service leaders, the majority of
whom are based in North America and employed by medium to large organizations.
Our sister community, Reworked gathers the world's leading employee experience
and digital workplace professionals.


EXPLORE CMSWIRE

CX Decoded PodcastCMSWire IMPACT AwardsCMSWire Insights & ResearchCMSWire
CONNECT ConferenceCMSWire Editorial CalendarBecome a CMSWire ContributorReworked
CONNECT ConferenceThe Wire (Press Releases)CMSWire Advertising & Sponsorship


POPULAR ARTICLES

Top Customer Experience Trends You Should Watch in 202325 Best Free or Premium
Headless Content Management Systems (CMS)Google Announces ChatGPT Rival 'Bard,'
the AI-Powered Search10 Marketing Certifications That Can Help You Earn a Better
SalaryTop Marketing Trends You Should Watch in 2023ChatGPT: What You Need to
Know


EDITORIAL CHANNELS

Customer ExperienceContact CentersDigital ExperienceEcommerceVoice of the
CustomerDigital MarketingCustomer Data PlatformsAI in Customer
ExperienceMarketing AutomationDigital Experience Platforms


JOIN THE COMMUNITY

Not yet a CMSWire member? We serve over 5 million of the world's top customer
experience practitioners. Join us today — unlock member benefits and accelerate
your career, all for free.

Join us



GET THE CMSWIRE MOBILE APP


CMSWire is published by Simpler Media Group, Inc.


VISIT OUR OTHER BRANDS:


Privacy|Terms|Contact|Sitemap|Advertising


ABOUT CMSWIRE

For nearly two decades CMSWire, produced by Simpler Media Group, has been the
world's leading community of customer experience professionals.

.

Today the CMSWire community consists of over 5 million influential customer
experience, digital experience and customer service leaders, the majority of
whom are based in North America and employed by medium to large organizations.
Our sister community, Reworked gathers the world's leading employee experience
and digital workplace professionals.


JOIN THE COMMUNITY

Join us



GET THE CMSWIRE MOBILE APP


Privacy|Terms|Contact|Sitemap|Advertising






Knowledge Tracker measures your coverage of any topic based on the articles you
read. The progress bar shows where you currently stand, and recommendations are
tailored to introduce key unexplored elements of the topic.
× See All Your Topics
Powered By

By clicking “Accept All Cookies”, you agree to the storing of cookies on your
device to enhance site navigation, analyze site usage, and assist in our
marketing efforts.

Reject All Accept All Cookies
Cookies Settings




PRIVACY PREFERENCE CENTER

When you visit any website, it may store or retrieve information on your
browser, mostly in the form of cookies. This information might be about you,
your preferences or your device and is mostly used to make the site work as you
expect it to. The information does not usually directly identify you, but it can
give you a more personalized web experience. Because we respect your right to
privacy, you can choose not to allow some types of cookies. Click on the
different category headings to find out more and change our default settings.
However, blocking some types of cookies may impact your experience of the site
and the services we are able to offer.
More information
Allow All


MANAGE CONSENT PREFERENCES

STRICTLY NECESSARY COOKIES

Always Active

These cookies are necessary for the website to function and cannot be switched
off in our systems. They are usually only set in response to actions made by you
which amount to a request for services, such as setting your privacy
preferences, logging in or filling in forms. You can set your browser to block
or alert you about these cookies, but some parts of the site will not then work.
These cookies do not store any personally identifiable information.

PERFORMANCE COOKIES

Performance Cookies

These cookies allow us to count visits and traffic sources so we can measure and
improve the performance of our site. They help us to know which pages are the
most and least popular and see how visitors move around the site. All
information these cookies collect is aggregated and therefore anonymous. If you
do not allow these cookies we will not know when you have visited our site, and
will not be able to monitor its performance.

FUNCTIONAL COOKIES

Functional Cookies

These cookies enable the website to provide enhanced functionality and
personalisation. They may be set by us or by third party providers whose
services we have added to our pages. If you do not allow these cookies then some
or all of these services may not function properly.

TARGETING COOKIES

Targeting Cookies

These cookies may be set through our site by our advertising partners. They may
be used by those companies to build a profile of your interests and show you
relevant adverts on other sites. They do not store directly personal
information, but are based on uniquely identifying your browser and internet
device. If you do not allow these cookies, you will experience less targeted
advertising.

Back Button


PERFORMANCE COOKIES



Search Icon
Filter Icon

Clear
checkbox label label
Apply Cancel
Consent Leg.Interest
checkbox label label
checkbox label label
checkbox label label

Reject All Confirm My Choices