What counts? What hits?
First of all it’s the mindset! We still build Customer Experience around the Brand and not vice versa. We can’t let go what we have learned for decades.
The Funnel Doesn’t Care About Customers; The Funnel Only Cares About The Funnel (Brian Solis)
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.
In a personal matter: It’s time for change
4 years ago I started this blog as a first experiment in writing. Meanwhile the blog, the entire site is grown. I started with Digital Marketing & Digital Transformation as the both hottest topics on my table. I have developed myself and it is now much more than Digital Marketing & Digital Transformation. The core […]
Circle of Modern Transformation
End-to-End approach instead of silo or channel thinking. We are playing in silos which is still working for now… but how long will this last?
Platform Economic, the Core of the Digital Revolution
We all know platforms like Amazon, Google, AirBnB or Facebook. What is making them successful and what can we learn from them?
Re-think your Marketing
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.
Marriott International Prioritizes Innovation in Guest Experience to Cultivate Brand Loyalty and Drive Growth – Brian Solis
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…
Orchestrating the whole
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.
The Customer Experience Management Tool for CX Leader
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.
6 Digital Transformation Trends for 2019 – 2020
Digital transformation is much more than “corporate speak” and we should not discount its legitimacy when it comes to business modernization. So I say this, Digital transformation is not a buzzword.
