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?
Do you see the X within transformation? Often we talk about digital transformation… which is not about digital, it’s about transformation. This transformation means not just using digital tools & channels, it means changing the entire business… and this in direction to the customer and his experiences with our products / services.
Very often I see people talking about all the buzzwords and then they start doing something “new”. In real they don’t dare to change something fundamental.
#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.
Let’s be different… >>>Trashing sales & marketing departments >>> Change from B2B & B2C to E2B >>> Read more…
What we need is to place our marketing doing (and systems) in the right context. First of all we need to bring our small boat from a lake to the see and then we can start changing the boat to a big ship… step by step.
The differentiation between B2B and B2C is past. Thinking Customer Experience to the end, we need to think about eliminating sales and marketing…
Transformation is difficult for ourself and to do in established environments. Have you ever tried to transform yourself? Have you ever tried to transform business processes, structures, thinking, etc.?
Multi-Channel, Omni-Channel and Cross-Channel are some of the most confusing topics.Some people are talking about multi-channel and meaning the same as others understand under cross-channel. In the time of digital transformation & customer experience, cross-channel is the only direction for me and there is no excuse for the other ones.
From the how to the why with an insight in the future of Customer Experience Management in the Sneaks at the #AdobeSummit. The journey restarts now and first of all we need to change our mindset to get into this future.