Customer Experience management to drive profitable growth
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Data is not always a substitute for strategy

Data is not always a substitute for strategy | Customer Experience management to drive profitable growth | Scoop.it
Access to rich usage data is something that is a defining element of modern product development.
Ritu Sinha's insight:

Data vs no data....how much data do we need to make decisions? Is data now seen as 'bottomline to build innovation' or 'validation for decisions already made'

 

Data is one of the attrbutes for building strategy. It should not limit the creativity or innovation!

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ROI and Social Media

ROI and Social Media | Customer Experience management to drive profitable growth | Scoop.it

http://www.joakimnilsson.com/strategy-and-organisation/how-to-calculate-social-media-customer-service-roi/

Ritu Sinha's insight:

Good starting point...

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Zag: The #1 Strategy of High-Performance Brands by Marty Neumeier

Zag:  The #1 Strategy of High-Performance Brands by Marty Neumeier | Customer Experience management to drive profitable growth | Scoop.it

Branding, Big Idea, Communication I like a book that has the reader's time in mind.  This is a very short book; Mr. Neumeier calls it an "airplane read." 

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The Great Customer Experience Strategy Magic Act

The Great Customer Experience Strategy Magic Act | Customer Experience management to drive profitable growth | Scoop.it
One of the greatest customer experience strategic advantages you have is the fact that the human mind makes up much of the information it perceives.
Ritu Sinha's insight:

Great article.

 

Customer experience managenment is not magic but detailed, consistent and dilligent management of internal processes and delivery platform!

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Personalize to Optimize the Customer Experience

Personalize to Optimize the Customer Experience | Customer Experience management to drive profitable growth | Scoop.it
By providing and presenting real-time, targeted communications, customers enjoy a unified experience with a business, regardless of the channel or the time (Personalize to Optimize the Customer Experience http://t.co/fpmgJhWQY6)...
Ritu Sinha's insight:

How good does this sound...and how difficult is it to achieve!

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Customer Value Proposition Guide

Customer Value Proposition Guide | Customer Experience management to drive profitable growth | Scoop.it
How to Develop a Strong Customer Value Proposition Statement: The 3 Elements you need to consider in order to create a powerful and effective marketing message which will position your business in a unique way and grow your business.
Ritu Sinha's insight:

Should add actionable and measurable to the outcomes listed in this article!

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A Framework for Influencing Customer Experience - Strategy Speaks: a Peppers and Rogers Blog

A Framework for Influencing Customer Experience - Strategy Speaks: a Peppers and Rogers Blog | Customer Experience management to drive profitable growth | Scoop.it
A Framework for Influencing Customer Experience - Strategy Speaks: a Peppers and Rogers Blog http://t.co/qgMEFHq2 http://t.co/HJ5NaW1r

Via Fred Zimny
Ritu Sinha's insight:

Good starting point. I will increase it to 6 steps framework - Strategic design (defining CVP) being the first and reporting and monitoring being the last

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Ritu Sinha's comment, February 10, 2013 9:28 PM
Should increase it to 6 steps - Strategic design being the first and reporting and monitoring being the last