Customer experience is the fundamental driver behind customer-centric marketing today. From creating content of value to sending out personalized messaging and analyzing data to learn more about customer expectations, the whole point is always to enhance CX. However, new research published by the CM…
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?
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 […]
“Marketing has been an accelerant. It shows the alignment.” Meredith Verdone, CMO Bank of America
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.
Jeff Bezos talked to fellow Amazonians about how they maintain the culture of constantly delivering the best possible experience for their customers.
We talk about so many new things in business, everyday. It looks like everything is changing. This results in huge problems. We have learned the way to work and do business for so many years and have had success with it. Why should this be wrong now? Will this work in future?
….about Scrum, Kanban or other. This are very good methods which helps to do the transformation. So they are the means for the purpose.
Often I see people start with a strategy… and left out vision, mission and values before. But what are the differences here?
Trust is the key element to build an experience which must be premium, connected and personalized… and it is based on logic, authenticity and empathy. We interact with our customers through marketing, client services, products & services and more. What do you think is the most important common ground you should focus on? Is it the common message, the strategy, the right placement (time, place person) or… ?