There are two sides to customer engagement and relationships that need your attention. There’s the experience customers have today of which they endure because it’s their only choice.
I have developed myself and it is now much more than Digital Marketing & Digital Transformation. The core is Customer Experience which is an online-, offline- and non-marketing topic. Change and Transformation are key elements beside Marketing. Marketing means the entire Communication and entire Interaction. So why naming this blog still Digital Marketing & Digital […]
We are in times where we are talking about the Customer Experience, but do we comply with the CX approach? Ask your self where you are at the following 5 topics.
There’s an old adage in business: A happy customer is a loyal customer. Focus on driving loyalty, and you cultivate a customer relationship that is not only special, but also incredibly rewarding for the business over a longer period of time. By putting loyalty at the center of everything, loyal customers become proud stewards of the brand, advocating their experiences and going out of their way to spend more time and money with the brand. In any given category, their…
We have an orchestra with great musicians. We have different channels / areas like strings and wind musicians. What we need are more maestros with a holistic understanding, a detailed acting and a vision to bring things together in an innovative way.
Customer experience (CX) leaders must reach for and achieve increasing and evolving levels of CX maturity. That’s why the one customer experience management (CEM) tool that every CX leader must use is a CX Maturity Model.
Building up a brand is first of all focussing on the customer. Who is the driver of it and how can we successfully build the right Customer and Brand Experience?
True CX requires lateral thinking. We need to transform our mindset, break down silos and face the operational marketing challenges. Stage 1 – Vision & Strategy The first silo is the corporate structure. We have sales, marketing, client service / support, product management and more. all with own goals which are mainly corporate driven. Is […]
“Disruptive technologies are accelerating and reshaping the evolution of markets while also influencing customer behaviors and expectations. New technologies are empowering customers to research and shop differently. These same technologies…”
#CustomerJourney is a process and the point where someone is in his path to purchase for example. It is not a perception what a experience is more to be.