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How to have a Human moment with #Customers!?

How to have a Human moment with #Customers!? | cx- Customer Experience | Scoop.it
While technology alone can’t produce great marketing, great marketing today depends on the strategic use of technology and data to uncover even the tiniest customer insight or opportunity to make deeper connections and add value.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, December 4, 2014 4:10 AM

"While #technology alone can’t produce great #marketing, great marketing today depends on the strategic use of technology and #data to uncover even the tiniest customer insight or opportunity to make deeper connections and add value."


Do you agree?


As you identify your customer journey, implement solutions at every touchpoint, learn and adapt, you can then focus on delighting your customers every chance you are given.

Darcy Bevelacqua's curator insight, December 4, 2014 11:59 AM

Data and customer insight combined with journey mapping help you get insight into the ways you can add value for your customers.

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Customer Success Manifesto

Customer Success Manifesto | cx- Customer Experience | Scoop.it
I've just joined the CustomerSuccessManifesto as I believe in Customer Value first! Read the manifesto here: http://www.customersuccessmanifesto.com #CSsummit #CustomerSuccess @totango.com

Via ukituki, Fred Zimny
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Services and Stories - why marketing and product innovation need to p…

Talk at the Google Firestarters event in London on 17th September 2014. It’s a personal tale about transition from marketing to product innovati…


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VIJAY's curator insight, September 28, 2014 5:43 AM
सांई बाबा की शिक्षा

सबका मालिक एक है
साई बाबा की सबसे बड़ी शिक्षा और सन्देश है कि जाति, धर्म, समुदाय, आदि व्यर्थ की बातों में ना पड़कर 

आपसी मतभेद भुलाकर आपस में प्रेम और सदभावाना से रहना चाहिए क्योकि सबका मलिक एक है।
श्रद्धा और सबूरी
साई बाबा ने अपने जीवन में यह सन्देश दिया है कि हमेशा श्रद्धा और विश्‍वास के साथ जीवन यापन करते हुए 

सबूरी (सब्र)के साथ जीवन व्यतीत करें।
मानवता ही सबसे बड़ा धर्म है
साई बाबा ने कभी भी किसी को धर्म की अवहेलना नहीं की अपितु सभी धर्मों का सम्मान करने की सलाह देते 

हुए हमेशा मनवता को ही सबसे बडा धर्म और कर्म बताते हुए जीवन जीने की अमूल्य शिक्षा प्रदान की है।
जातिगत भेद भुला कर प्रेम पूर्वक रहना
साई बाबा ने कहा है की जाति,समाज,भेद-भाव,आदि सब बाते ईश्‍वर ने नहीं बल्कि इंसानों द्वारा बनाया गया 

हैं इसलिए ईश्‍वर की नजर में न तो कोई उच्च है और न ही कोई निम्न इसलिए जो काम ईश्‍वर को भी पसंद नहीं 

है वह मनुष्यों को तो करना ही नहीं चाहिए। अर्थात जात-पात,धर्म,समाज आदि मिथ्या बातों में न पड़ कर 

आपस में प्रेमपूर्वक रहकर जीवन व्यतीत करना चाहिए।
गरीबो और लाचार की मदद करना सबसे बड़ी पूजा है
साई बाबा ने हमेशा ही सभी जनमानस से यही बार-बार कहा है कि सभी के साथ ही समानता का व्यवहार 

करना चाहिए। गरीबों और लाचारों की यथासम्भव मदद करना चाहिए और यही सबसे बडी पूजा है। क्योकि 

जो गरीबों, लाचारों की मदद करता है ईश्वर उसकी मदद करता है।
माता-पिता, बुजुर्गो, गुरुजनों, बडो का सम्मान करनाचाहिए
साई बाबा हमेशा ही समझाते थे कि अपने से बडो का आदर सम्मान करना चाहिए। गुरुजनो बुजर्गो को 

सम्मान करना जिसस उनका आर्शीवाद प्राप्त होता है जिससे हमारे जीवन की मुश्किलों में सहायता मिलती 

है। 
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Could interactive video shape the future of customer engagement? | MyCustomer

Could interactive video shape the future of customer engagement? | MyCustomer | cx- Customer Experience | Scoop.it
New technology is changing how we interact with online video, and brands sense an opportunity.
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INFOGRAPHIC: The Science of Storytelling

INFOGRAPHIC: The Science of Storytelling | cx- Customer Experience | Scoop.it
Brand storytelling is big - and getting bigger. As we're all geeky about the content, stories and ideas that brands publish we thought we'd take a look at the

Via José Carlos
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Nacho Vega's curator insight, July 3, 2014 5:37 PM

Keep it short!

Edgar Mata's curator insight, July 5, 2014 1:37 PM

Cuenta cuentos

Miguel A. de Jesus's curator insight, July 6, 2014 12:16 AM

Great Infographic about the affects of Storytelling on the Brain .

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Service-Centric Fulfillment In The Age Of Empowered Consumers [INFOGRAPHIC]

Service-Centric Fulfillment In The Age Of Empowered Consumers [INFOGRAPHIC] | cx- Customer Experience | Scoop.it
Today’s consumer is more empowered than ever. Learn how consumer products companies should respond.
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What's your #Customer #Experience Vision?

What's your #Customer #Experience Vision? | cx- Customer Experience | Scoop.it
Is Your Customer Experience Suffering from Short-Sightedness? - John's Customer Experience Blog by The Dijulius Group, the Authority on World-Class customer service.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, May 19, 2014 3:18 AM

Great quote: 


"Having a vision shows you understand it’s a journey"


Which vision of the key brands highlighted do you like?


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To Win the Battle for Differentiation, #CMO Must Focus on Personal Value

To Win the Battle for Differentiation, #CMO Must Focus on Personal Value | cx- Customer Experience | Scoop.it
Customer Relationships - Research shows that emotional and personal values matter more to buyers than rational values. So, when marketers discuss the value of their products and services, they should also address the ...

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 25, 2014 12:26 AM

"Research shows that emotional content is the most shared of all content types. More specifically, content that makes people look good and feel good (makes them happy) gets shared the most. In fact, campaigns with purely emotional content performed almost twice as well(31% vs. 16%) as those with only rational content.


Marketing's job is to speak to that personal concern in a meaningful way. After all, people—not organizations—buy products and services."



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Customer Service Standards Exposed in 3 Mini Case Studies - Business 2 Community

Customer Service Standards Exposed in 3 Mini Case Studies - Business 2 Community | cx- Customer Experience | Scoop.it

Recently my company, newBrandAnalytics, put out a report saying that according to hundreds of thousands of customer social media reviews, service matters most in hotels.

 

When I posted a link to the study on LinkedIn one of my ever-skeptical friends replied to the post saying:

 

“You needed a study to determine that!?”

 

Well, of course not. Most of us know that service matters most in any business with four walls. (Even more than what is hanging on those walls.) But let’s dig past this topline message to determine how you can run circles around your competition by focusing on improving the customer experience.

 

Your goal as a business is to prevent showrooming by creating a memorable shopping experience that brings the customer back repeatedly. We all wish there was a silver bullet to fix common service problems like high turnover and lack of product knowledge but in reality you need to focus on multiple aspects of service and do your best in all of them. Because your customer is paying attention and sharing how they feel about your service, both good and bad, with the social world.

 

Let’s take a deeper look at three key areas of service – each supported with a true story – friendliness, attentiveness and knowledge.


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, March 8, 2014 8:12 PM

Important best practices of customer service are illustrated in three mini-case studies. 

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The Big Upside of Customer Participation

The Big Upside of Customer Participation | cx- Customer Experience | Scoop.it
A company offering online personal shopping assistance services opens direct, personal communications with customers by including a handwritten note with a customer’s first order. Image courtesy of Flickr user Peyri Herrera.

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#Customer #Experience Is Today's Business Benchmark

#Customer #Experience Is Today's Business Benchmark | cx- Customer Experience | Scoop.it
Not so long ago, every business assumed that the keys to success were the highest quality product, the best value for the buck, and the best customer service. Now all we hear about is providing the best “customer experience.” Exactly what is that customer experience that every modern marketer is [...]

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, March 12, 2014 3:40 AM

Martin provides 6 key recommendations that will impact your #Customer #Experience.


Share your thoughts on #NPS?

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10 Key #CustExp #CRM trends @Forrester

10 Key #CustExp #CRM trends @Forrester | cx- Customer Experience | Scoop.it
I'm moving into covering the greater CRM space, yet still retaining a deep focus on customer service technologies. Now-retired analyst extraordinaire, William Band and I put together our top trends for CRM in 2014.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, February 24, 2014 12:30 AM

Top 10 trends shared by Forrester Research:


Trend 1: Companies Strive To Be Experience Driven.

Trend 2: Enterprises Will Embrace Tools That Create An Outside-In Perspective.

Trend 3: More Organizations Will Become Digital Disruptors

Trend 4: The Mobile Mind Shift Will Force CRM To Evolve Quickly

Trend 5: Big Data Will Turn Into Customer Insight. 

Trend 6: Social Will Connect At All Stages Of The Customer Life Cycle.  

Trend 7: Rapid Adoption Of CRM SaaS Solutions Will Continue.

Trend 8: More Companies Will Aspire To Become Agile Enterprises. 

Trend 9: Marketing Leaders Will Put Customer Insights To Use. 

Trend 10: Enterprise Will Support Employees To Embrace New Technologies.


Kate and William hit the key points that most organizations need to focus on. 


Which trend above do you see having the biggest impact for your organization and customers?


Share your thoughts on the trends listed.

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5 Tips to Engage Through the Buyer's Journey

5 Tips to Engage Through the Buyer's Journey | cx- Customer Experience | Scoop.it
Sales - In today's highly networked world, your customers expect to interact with you during every step of the buyer's journey. Here's how you can engage them.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, November 11, 2014 11:43 PM

"With more mobile devices than humans and over one billion people participating in social networks, today's customers are more networked and better informed than ever."

CMO @SAPCloud shares his insight:


1. Be Part of the Conversation across all Channels

2. Use Analytics for Insight across Platforms

3. Personalize every Interaction

4. Build on previous #customer #experiences

5. Become a Predictive Business


Which brand currently connects well across your buyer journey?



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The #Customer #Experience Management Lesson

The #Customer #Experience Management Lesson | cx- Customer Experience | Scoop.it
let's face it: when you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what customer experience management is all about: companies that can make it easier and nicer to get what you need in life/business are the companies you'll say good things about and come back to.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 12, 2014 7:17 PM

As Lynn correctly points out:


"When you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what #customer #experience management is all about: companies that can make it easier and nicer to get what you need in life/business are the companies you'll say good things about and come back to."


Technology is certainly an important tool to mine #data and provide immediate access to insight, but it will take a proper customer journey mapping to understand the goals, needs and overall touch points your customers are engaged with your brand. Then make sure all levels of your organization understand how their involvement impact the customer journey.


In a recent experience, which brand delighted you?


Similarly, share a recent poor experience?

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The Complete Guide to YouTube Content Marketing

The Complete Guide to YouTube Content Marketing | cx- Customer Experience | Scoop.it

Video is the future (or present) of content marketing, yet marketers seem to shun YouTube other than for viral videos. YouTube has a massive audience, it's ideal for branding purposes and it benefits your Google SEO. This guide shows you what content you should be curating, how to get a top ranking on YouTube and how to convert that following to your own platform.

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Francis Jette's curator insight, September 20, 2014 10:42 AM

Content marketing!

JOSE ANTONIO DIAZ DIAZ's curator insight, September 22, 2014 4:19 PM

agregar su visión ...

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What VUCA Really Means for You, Getting Prepared and Agile with It

What VUCA Really Means for You, Getting Prepared and Agile with It | cx- Customer Experience | Scoop.it

VUCA, short for volatility, uncertainty, complexity, and ambiguity, and a catchall for “Hey, it’s crazy out there!”    It’s also misleading: VUCA conflates four distinct types of challenges that demand four distinct types of responses. That makes it difficult to know how to approach a challenging situation and easy to use VUCA as a crutch, a way to throw off the hard work of strategy and planning—after all, you can’t prepare for a VUCA world, right?
 

Actually, you can. Here is a guide to identifying, getting ready for, and responding to events in each of the four VUCA categories.

Authors:  Nathan Bennett and G. James Lemoine

Related posts by Deb:

      

Three Tenets of Mastering the Unknown, Leadership through Ambiguity

     

6 Steps Beyond Industrial Age Performance Appraisals    Think like an Entrepreneur: Be Anti-Fragile No Matter Where You Work

 

 


Via Deb Nystrom, REVELN
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Deb Nystrom, REVELN's curator insight, September 1, 2014 10:52 AM

VUCA is a term from the military, put into popular use by futurist Bob Johansen in 2010, as mentioned in his book, now in a its second edition,  Leaders Make the Future: Ten New Leadership Skills for an Uncertain World.  The quadrant model depicted, by authors  is handy for thinking through what you can learn and do to be fully prepared and agile enough for this VUCA world.  ~  Deb

Kenneth Mikkelsen's curator insight, September 7, 2014 8:31 AM

The world of work is increasingly volatile, uncertain, complex and ambiguous. As a result it is time to view surprises as the new normal and steady state as the exception. The difference over the past decade is the increasing speed at which leaders need to address multiple challenges, often at the same time.

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What is "The Customer Experience?"

What is "The Customer Experience?" | cx- Customer Experience | Scoop.it
I don't know of any business I have ever consulted that didn't want its customers to be happy.

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We Live in an #Experience #Economy

We Live in an #Experience #Economy | cx- Customer Experience | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, May 23, 2014 12:48 AM

As brands such as @Airbnb @Disney show, it's no longer about online and offline experiences.


Are you ready to design and offer the right customer experience?

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Culture Eats Strategy For Breakfast

Culture Eats Strategy For Breakfast | cx- Customer Experience | Scoop.it

Culture eats strategy for breakfast, technology for lunch, and products for dinner, and soon thereafter everything else too.Why? Because company culture, a concept pioneered by Edgar Schein, is the operationalizing of an organization’s values. Culture guides employee decisions about both technical business decisions and how they interact with others. Good culture creates an internal coherence in actions taken by a very diverse group of employees.



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Anne-Laure Delpech's curator insight, May 23, 2014 2:19 AM

J'aime beaucoup ces propos :

"“You can’t complain here,” Tamara explained. “If you see something wrong, you must fix it. We say it is a great opportunity to come up with a solution, and this is where many of our best programs have come from. Anything can be changed. We aren’t victim to anyone. We own the culture.”"

Sandeep Gautam's curator insight, June 11, 2014 1:23 AM

Culture matters and it matters immensely!

Tobias Beckwith's curator insight, July 14, 2014 11:27 AM

This seems to be a theme for my day... this is the third place I"ve encountered the idea, and it's not even 9am yet. When we seek to create change in the world, all too often we ignore the most powerful thing working against us - the culture in which we're working. So how can you work with that? Make your change "fit" the culture? Find ways to change the culture itself?

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Creating a Product Feedback Cycle - 352 Noodles & Doodles Episode 19

Launching a product or website is just the beginning of a product lifecycle - or, it should be if you don't want a project to be dead on arrival. Lasting web...
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The state of customer experience across Asia-Pacific and Japan

The state of customer experience across Asia-Pacific and Japan | cx- Customer Experience | Scoop.it
CMO Council Report: The state of customer experience across Asia-Pacific and ...

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Your Route To Creating Amazing Customer Experience

Your Route To Creating Amazing Customer Experience | cx- Customer Experience | Scoop.it
Creating brand loyalty and retaining customers can be a challenge. The choices available to customers are growing by the second which puts businesses under pressure to perform. It turns out that the customer doesn't need ...

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The 6 Pieces of the Customer Experience Puzzle

The 6 Pieces of the Customer Experience Puzzle | cx- Customer Experience | Scoop.it
How do you define customer experience -- and, more importantly, how do you create the best customer experience model?

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If #Customer #Experience Drives #Loyalty, Why Have Loyalty Programs?

If #Customer #Experience Drives #Loyalty, Why Have Loyalty Programs? | cx- Customer Experience | Scoop.it
I was recently involved in a discussion about why companies are running they’re loyalty programs.  A few seasoned business leaders were commenting that the motivation

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, March 7, 2014 2:26 AM

Loyalty programs have a role to play. Leverage them towards your weak spots, in order to drive the right ROI, and positively impact your growth and profitability!


Here are some tactical goals for loyalty programs:

1. getting deep customer purchase #data
2. personalized offers and engagement with customers
3. rewarding referral and #social #media activities to drive brand visibility


Share your thoughts on Loyalty programs?