Customer experience and a customer-centric approach remains top of the agenda for most marketing leaders. But according to recent research from Forrester, only a third of Australian brands added or improved on their CX measurement in the past year. So just what does it take to measure your customer experience efforts successfully?
“Customer experience value creation occurs when you empower customers to achieve their goals with greater satisfaction in a win-win approach.”
In the second article of his CX series, Johannes Ceh looks at the human and cukltural aspects of transformation into a customer-focused organisation, as well as the skills that go beyond pure digital.
Customer Centric is one of the key buzzwords these days…. but what’s behind? It’s a cultural change and much more then just CRM (Customer Relationship Management), or better it’s an active CRM approach which is not only reflecting the past. We need to transform our self from CRM over CEM up to CIM.
Business that understad thaat delivering great customer experiences should be their priority have a lot of hurdles to overcome. This two-part series discusses the transformation that has to take place, first and foremost, in our minds.
Dwayne Chambers, CMO of P.F. Chang’s, spoke about working in a kitchen, listening to social media and why diners don’t care about marketing.
As e-commerce continues to grow, retail marketers will need to invest in digital marketing. Columnist Christi Olson makes the case that search can strengthen your online retail strategy at every stage of the buyer journey.
Why is Social part of your Digital Transformation strategy? Why is Social so important? Social is the puls of your customer and much more….
Why native advertisers need to understand the context of the user experience and match the quality standards of what’s around the ads.