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Customer Experience vgmoreno
The Customer is the center of the economy. The Customer owns brands. The Customer is business strategist.
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The Experience Economy: The 5 Pillars Of Successful CXM

The Experience Economy: The 5 Pillars Of Successful CXM | Customer Experience vgmoreno | Scoop.it
The Experience Economy: The 5 Pillars Of Successful CXMMarch 18, 2015Consumers, as a whole, are undergoing a transformational shift in what they value most.
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10 Steps to Create Intelligent Content This Year

10 Steps to Create Intelligent Content This Year | Customer Experience vgmoreno | Scoop.it

La aventura de la estrategia de contenidos... Como en casi todo, hacen falta recursos: personas, conocimiento, capacidad de expresión, un plan, una estrategia y tiempo.

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50 Customer Experience Blogs You Should Be Reading | NGData

50 Customer Experience Blogs You Should Be Reading | NGData | Customer Experience vgmoreno | Scoop.it
Top story: 50 Customer Experience Blogs You Should Be Reading | NGData http://t.co/e0EsCVx6nc, see more http://t.co/5Hs72b3X2k
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El uso intensivo de la tecnología reportaría al PIB español más de 29.000 millones de euros en 2020

El uso intensivo de la tecnología reportaría al PIB español más de 29.000 millones de euros en 2020 | Customer Experience vgmoreno | Scoop.it
El uso intensivo de la tecnología reportaría al PIB español más de 29.000 millones de euros en 2020. En el caso de las 10 mayores economías del mundo el montante ascendería a casi 1,3 billones de euros.
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Por si todavía dudabas... No hay educación, ni negocio, ni país sin tecnología. Como decía un amigo la pasada semana "hoy todos los negocios son de base tecnológica".

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Mercedes Benz CEO: Customer Experience is the New Marketing | Loyalty360.org

Mercedes Benz CEO: Customer Experience is the New Marketing | Loyalty360.org | Customer Experience vgmoreno | Scoop.it
During Tuesday’s CXPA (Customer Experience Professionals Association) webinar titled, “Customer Experience from the C-Suite: Discussion with Steve Cannon,” Cannon, the President & CEO of Mercedes-Benz USA delivered a vitally important message to...
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Y el nuevo departamento de recursos humanos, y el de tecnología, y el de ventas o calidad. Cada día es más evidente y necesario "actualizar" (o romper) el viejo organigrama para crear una estructura orgánica en las empresas que responda al nuevo paradigma económico.

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5 Years of Temkin Experience Ratings, First Drop in CX

5 Years of Temkin Experience Ratings, First Drop in CX | Customer Experience vgmoreno | Scoop.it
As I mentioned when we released the 2015 Temkin Experience Ratings, this is the fifth year of our large-scale customer experience (CX) benchmark. If you downloaded the free report (and why wouldn’t you?
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4 años de Customer Experience...

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Is Mobile Care Killing Your Brand Experience?

Is Mobile Care Killing Your Brand Experience? | Customer Experience vgmoreno | Scoop.it
Mobile has changed how consumers access information and engage with brands. Consumers expect to be served in the channel of their choice. Increasingly the consumers’ channel of choice is mobile.
Vicente G. Moreno's insight:

Más cambios... Las apps como portal de entrada de los clientes en su relación con las marcas.

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APAC marketers shift toward customer experience and mobile-first in 2015

APAC marketers shift toward customer experience and mobile-first in 2015 | Customer Experience vgmoreno | Scoop.it
ASIA-PACIFIC - Marketers in Europe, North America and Asia agree that customer experience is a top priority, but marketers in Asia are going about it differently, according to a new report from Econsultancy and Adobe.
Vicente G. Moreno's insight:

Interesante la comparación entre continentes... En Europa asegurar la consistencia de la experiencia en todos (y a través de todos) los canales y en Asia movilidad y personalización.

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How Disney Creates a Magical Customer Experience

How Disney Creates a Magical Customer Experience | Customer Experience vgmoreno | Scoop.it
The real secret to the Disney’s “magic” recipe for customer experience is its focus on perfecting service process—and its ability to optimize the mundane.
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Guía Design Thinking en español para dummies: Como crear productos y servicios innovadores diferentes

Guía Design Thinking en español para dummies: Como crear productos y servicios innovadores diferentes | Customer Experience vgmoreno | Scoop.it
O eres barato o eres diferente Necesitas crear productos y servicios innovadores Que no copien a tu competencia Y encima que tu cliente esté dispuesto a pagar por ellos El reto es de aupa Porque seguro que la idea que se te ocurrió anoche mientras...
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Customer Service or Customer Experience? What exactly does customer experience mean?

Customer Service or Customer Experience? What exactly does customer experience mean? | Customer Experience vgmoreno | Scoop.it
I am not the first, and will certainly not be the last professional person to work in and around the 'customer experience' field. There are thousands of customer experience professionals all around...
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How to Increase Engagement in Your Online Community

How to Increase Engagement in Your Online Community | Customer Experience vgmoreno | Scoop.it
Connection is important in a community. However, for it to exist, you must first generate trust. Trust arises from your community’s engagement. Unless you give rise to such engagement on the basis of the credibility you earn, there is no community.
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The Untapped Value of Employee Engagement (Infographic)

The Untapped Value of Employee Engagement (Infographic) | Customer Experience vgmoreno | Scoop.it
We created this infographic called “The Untapped Value of Employee Engagement” with some of our employee engagement research.
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Forbes Q&A: Brand Loyalty Solutions in the Age of Complexity | Loyalty360.org

Forbes Q&A: Brand Loyalty Solutions in the Age of Complexity | Loyalty360.org | Customer Experience vgmoreno | Scoop.it
Bruce Rogers of Forbes Media participates in a Q&A with Loyalty360 to discuss brand loyalty solutions
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10 key trends in luxury retail

10 key trends in luxury retail | Customer Experience vgmoreno | Scoop.it
Tammy Smulders is managing partner and global executive director at Havas LuxHub By Tammy Smulders The luxury retail sector, in the course of the next three to five years, will be driven by 10 key trends geared to satisfying consumer needs, fueling...
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Customer Experience and Customer Communications: Better Together

Customer Experience and Customer Communications: Better Together | Customer Experience vgmoreno | Scoop.it
Customer communications are an important part of customer experience.
Vicente G. Moreno's insight:

Es uno de mis "mantras" del año: digitalizar la relación con el cliente significa competitividad... O, lo que es lo mismo, entender que no es posible "gestionar" miles de clientes, de manera personal, sin tecnología. Y sin miles de clientes ayudándonos a innovar, a mejorar, a crecer... ¿dónde está el futuro?

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Crece el consumo de la televisión en el móvil y en la tableta

Crece el consumo de la televisión en el móvil y en la tableta | Customer Experience vgmoreno | Scoop.it
El auge de lo digital y la particular expansión de dispositivos electrónicos como el teléfono móvil inteligente y la tableta están cambiando muchos ámbitos de nuestra vida y, entre las actividades diarias que cada vez realizamos más a través de...
Vicente G. Moreno's insight:

Interesante los datos... Sobre todo llevan a la reflexión. El poco interés de los dispositivos "vestibles", el móvil consolidándose como el rey de la relación y la necesidad latente pero evidente de nuevos soluciones para gestionar la "vida social digital".

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CMO + CIO = Chief Experience Officer - The Customer Edge

CMO + CIO = Chief Experience Officer - The Customer Edge | Customer Experience vgmoreno | Scoop.it
Business and IT have always needed to work together. But the ascendancy of the customer has brought new urgency to close collaboration between the CMO and C
Vicente G. Moreno's insight:

Quién es el dueño de la gestión de la Experiencia de Cliente? También en este tema las visiones son personales y lo importante son las personas. No basta con tener "obsesión por el cliente", además hay que tener obsesión por la tecnología, la innovación, las personas, la creatividad, la estrategia, la táctica...

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An Explanation of Channel-Based Content Personalization

An Explanation of Channel-Based Content PersonalizationMarch 06, 2015Based off collected data, personalized content adapts in real time to serve each user’s unique needs. Personalized content is context sensitive and instantaneous.
Vicente G. Moreno's insight:

Personal, contextual... Una relación "única" con cada uno de nuestros clientes. Sin tecnología, no hay paraíso.

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Customer Experience Requires Cultural Changes For Businesses

Customer Experience Requires Cultural Changes For Businesses | Customer Experience vgmoreno | Scoop.it
In a previous post, we discussed customer experience (CX), but this topic is so important we felt it deserved additional attention.
Vicente G. Moreno's insight:

No sólo la Experiencia de Cliente, el cambio cultural y orgánico en las empresas es una condición "sine qua non" en este nuevo paradigma. El reto es definir un nuevo modelo de organización y una nueva cultura en las empresas... Más aún en la mayoría de las nuestras, donde el cliente ni está en el centro ni se tiene la visión estratégica necesaria.

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ROI Is Dead. A New Metric Is Needed for Customer Relationships

ROI Is Dead. A New Metric Is Needed for Customer Relationships | Customer Experience vgmoreno | Scoop.it
roi is dead. a new metric is needed to measure customer experience and engagement, writes andy frawley.
Vicente G. Moreno's insight:

Llevar la Experiencia del Cliente al negocio y llevar al negocio a la Experiencia de Cliente

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60 Ways to Screw Up the Customer Experience

60 Ways to Screw Up the Customer Experience | Customer Experience vgmoreno | Scoop.it
Every way, shape and form that your business comes into contact prospects, customers and friends of friends of both, you are performing a marketing function
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What You Can Learn about Customer Experience from Sharing Economy Companies

What You Can Learn about Customer Experience from Sharing Economy Companies | Customer Experience vgmoreno | Scoop.it
A couple weeks ago, San Francisco-based taxi company DeSoto announced a rebranding effort to try to reclaim market share lost to ride-sharing service Uber.  The company adopted the name of a mobile app, Flywheel, and repainted its vehicles in the ...
Vicente G. Moreno's insight:

Nuevos modelos de negocio con el cliente en el centro...

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Seven ways for marketers to collaborate with IT for better customer experience

Seven ways for marketers to collaborate with IT for better customer experience | Customer Experience vgmoreno | Scoop.it
Customer experience management is fast becoming the core pillar of effective digital marketing and data has a critical role to play.
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Customer Journeys Trump the Traditional Sales Cycle

Customer Journeys Trump the Traditional Sales Cycle | Customer Experience vgmoreno | Scoop.it
While pointless debate continues in organizations as to who “owns” the customer experience (the customer, of course!), the responsibility for nurturing and shepherding the continuous customer experience belongs to all teams that impact customers.
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