Ultimately, the raison d’etre for any significant transformation project should be motivated by delivering a better experience.
Is it right to build a digital communication strategy? A communication strategy in the past was more a corporate strategy, now it’s a customer strategy to build the #CustomerExperience through digital data.
With all the discord and tension throughout the world Temkin Group believes that it’s a good time for all of us to refocus an what’s most important, our collective humanity.
Aaron Goldman, former colleague of me and chief marketing officer at 4C Insights, predicts that in 2018, we will stop labeling things “search” or “social” and just call them platforms. With this statement he points out that we should throw away the channel thinking and concentrate on audiences and experiences.
2017 was a year packed full of buzz-word. 2018 will be the year to sort out and set the course for the future. It’s about the gap bringing the right vision to road.
Customer expectations are rising faster than steroid use in Major League Baseball (MLB) – and companies are responding even slower than the MLB. Wait much longer to meet customers’ new expectations and your company may see its reputation tarnished, too.
Just listen to this great Video with Steve Jobs from 1997 talking about #CX, Customer Experience. That’s 20 years ago and we now start talking about this topic.
If you’re just going to sit in your functional silo and do more of what you’ve always done, then you’re not going to go far as a customer experience leader.
Delivering a great customer experience requires organisations to pay attention to their performance on three levels, executed similar to Maslow’s hierarchy of needs.
How to Improve Performance by Customer Experience Management. How to establish a Performance Improvement Plan. Steps in Performance Improvement.