What it takes to build a customer-obsessed culture
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.
How to deliver a great customer experience
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 Improve Performance by Customer Experience Management. How to establish a Performance Improvement Plan. Steps in Performance Improvement.
People Buy Emotions Not Things
It’s all about the #CustomerExperience. Both, experience and emotions are very close, so we need to trigger both through communication. Just for a moment, think about the last big purchase you made. Was it a car? A house? That boat you had been dreaming about? Or possibly something as simple as a purse?
Coffee, Lisa and the Customer Experience
This is the story about a coffee and Lisa, my personal #CX, Customer Experience Guru @ Adobe
Customer experience metrics that help you gauge engagement success
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?
What is Customer Experience Value Creation?
“Customer experience value creation occurs when you empower customers to achieve their goals with greater satisfaction in a win-win approach.”
CX Triumph Rests On People And Culture
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.
Update: Is CEM the better CRM? …and is this the end of the evolution?
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.
A Paradigm Shift Is Fundamental To CX Success
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.
