We are involved in something big
“What got you here, won’t get you there” – Marshall Goldsmith The mathematical expression of the moment: More revenue = More customers = Superior Customer Experience = Great Employee Experience It can become a reality with the right leadership and strategy, leveraged by digital transformation. Sounds easy…! Is it? As individuals, customers, employees, owners or in […]
Why developing a customer experience aspiration?
To provide a distinctive experience for customers, an organization must work together around the goal of meeting their true needs. Done well, the effort can power an incredible amount of innovation. The customer experience an organization wants to provide can vary widely. For some, this transformation represents a big step, for others; that might require […]
What living in the age of the customer means?
We live in the Age of The Customer, an era where customer’s voices, opinions, and desires matter more than ever. So, what do customers want? Depending on your industry, that will always differ. But there is something universal: Customers want great experiences. Giving your customers the best experience in your industry means gaining the upper […]
Do you really have a “customer first” attitude?
Most successful companies are “consumer-first.” Your success is ultimately connected to whether or not you actually help the customers solve a problem. However, when you are in the trenches of an organization, the end-user can oftentimes be the last thing that is on your mind. The stress of growing the business (And sometimes just to […]
Creating value through transforming customer journeys
What does my customer want? Can I anticipate? Is enough what I’m doing? Technology has handed customers unprecedented control over the experience of purchasing goods and services. Just position yourself as a customer: Don’t you expect the levels of satisfaction you receive from leaders such as Amazon? Most companies operate in complex, highly unsettled business […]
Crafting a compelling customer experience: a must for business success part. 1
Customer Experience needs to be totally rewired for the digital age. Organizations need to take an outside-in approach in understanding customer interactions, invest smartly in digital channels focusing on impact, become data-driven and mesh the physical with the digital to create a continuum of experience. There are 4 basic actions to be executed: 1. An Outside-In […]
The Six Principles of Customer Loyalty and Engagement
There are six principles to obtain your Customer’s Loyalty and Engagement that encompass standards of excellence, simplicity, honesty, fairness, respect, and responsibility. They are not idealized abstractions far removed from the routine operations of the workday world. On the contrary, they are embodied in simple, straightforward actions that drive measurement systems, compensation, organization, and strategy: […]
Customer Insights… Do they really provide an advantage?
The Goal: Learn the importance of insights and understand how you can get the most benefit of them The Tool: Customer Insights In simple terms, insight is defined as follows: “Insight is the understanding of a specific cause and effect in a specific context.” Having an insight is to experience an “a-ha” moment, the moment […]
The Art of Asking
The Goal: Reinforce the importance of asking the right questions The Tool: Intelligent Questions – The origin of surveys and focus groups Questions are the best way to gain deeper insights and develop more innovative solutions. So why do so few people utilize them? Children learn by asking questions. Students learn by asking questions. New […]
Customer Experience – Transformation for ongoing Growth
The Goal: Learn how Customer Experience triggers profits and sustainable growth. The Tool: Ongoing growth is the promise of customer experience management. “Companies can boost profits by almost 100% by retaining just 5% more of their customers,” said customer experience industry pioneers Fred Reichheld and Earl Sasser in their 1990 Harvard Business Review article, Zero […]
