2019, the year of change
2019 is now there…. Have you made your planes already? What is your resume for 2018 and what are you going to change?
Create Powerful Customer Experiences
How marketers can move up the customer experience pyramid to drive loyalty, satisfaction and advocacy
Adapt or Die! How Digital Change Agents Accelerate Digital Transformation and Business Growth
Digital transformation has become one of the biggest – perhaps the biggest – trend in business transformation, Adapt or die!
Trust as the foundation for interaction (part 4)
Trust is the key element to build an experience which must be premium, connected and personalized… and it is based on logic, authenticity and empathy. We interact with our customers through marketing, client services, products & services and more. What do you think is the most important common ground you should focus on? Is it the common message, the strategy, the right placement (time, place person) or… ?
Trust as the foundation for interaction (part 3)
Trust is the key element to build an experience which must be premium, connected and personalized… and it is based on logic, authenticity and empathy. We interact with our customers through marketing, client services, products & services and more. What do you think is the most important common ground you should focus on? Is it the common message, the strategy, the right placement (time, place person) or… ?
Trust as the foundation for interaction (part 2)
Trust is the key element to build an experience which must be premium, connected and personalized… and it is based on logic, authenticity and empathy. We interact with our customers through marketing, client services, products & services and more. What do you think is the most important common ground you should focus on? Is it the common message, the strategy, the right placement (time, place person) or… ?
Trust as the foundation for interaction (part 1)
Trust is the key element to build an experience which must be premium, connected and personalized… and it is based on logic, authenticity and empathy. We interact with our customers through marketing, client services, products & services and more. What do you think is the most important common ground you should focus on? Is it the common message, the strategy, the right placement (time, place person) or… ?
Pillars of Success
Culture eats process & strategy for lunch, but without processes & strategy there will be no culture. – There is no either or. We are process and result driven, but that’s not all and shouldn’t be the only focus if we want to change things and grow these days. Just focus on process & strategy is a dead end. The culture should be within the boat.
What let us win within CX?
Just an end of week thinking — We are talking about great systems with buzzwords like AI, Next Generation…., Real-Time and much more. We read reports from Forrester and Gartner to compare which system is the best for us and attend conferences to hear the latest and greatest news. But… are this things let us win?
The Limitation of Customer Journey Thinking
Ginkgo should be very good for peoples memory and thinking. Thinking is why I’m not a big fan of the Customer Journey. People typically think in drawers. The Ginkgo leaf shows that there are hundreds of lines which comes together. Customer Journey thinking limits ourself to much an drawers and makes it difficult to think out of the box, change ways and be flexible. Let’s do the right things with the right view.
