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How to Provide Customer Service for Ecommerce [Infographic] - Business 2 Community

How to Provide Customer Service for Ecommerce [Infographic] - Business 2 Community | End2End Customer Experience | Scoop.it
David Ednie's insight:

Are you fully leveraging social media to create trust between your customers and your brand? 

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End2End Customer Experience
The End2End Customer Experience is the ultimate competitive advantage
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Customer journey mapping — The secret to digital transformation

Customer journey mapping — The secret to digital transformation | End2End Customer Experience | Scoop.it
If you need to convince management that digital transformation is required — customer journey mapping maybe the answer.
David Ednie's insight:

Customer journey mapping helps to expose preferences and changes in customer behaviour so that you can align your organisation and it resources around the customer's preferred way to interact with your business.

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Bringing the customer into focus. SanDisk’s cultural transformation.

Bringing the customer into focus. SanDisk’s cultural transformation. | End2End Customer Experience | Scoop.it
Part 1. Transformation Drivers & Business Value.Transforming a 26 year old, $6.2B company from a successful engineering and sales oriented culture to a customer focused culture isn’t a small
David Ednie's insight:

Customer Experience translates directly into delivering financial value to both your customer and your company

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How To Make The Perfect First Impression (According To Science)

How To Make The Perfect First Impression (According To Science) | End2End Customer Experience | Scoop.it
Can we really judge a book by its cover? When it comes to making snap judgments about others, it turns out, we may be pretty good at doing just that.

We've all heard the truism, "You only make one first impression." It's true -- and the...
David Ednie's insight:

You don't get a second change to make a first impression. To make a good first impression, do it in person.

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Six Differences Between Customer-Focused Companies and Operations-Focused Companies

Six Differences Between Customer-Focused Companies and Operations-Focused Companies | End2End Customer Experience | Scoop.it
Better Customer Experience Some companies really understand customer service. They know how to hire for it, train for it and deliver it. Other companies claim to give customer service, but in reality…
David Ednie's insight:

A customer-focused company empowers employees to make decisions that are for the benefit of the customer.

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New Patterns Emerge: IBM PureApplication Service Takes to the Cloud

New Patterns Emerge: IBM PureApplication Service Takes to the Cloud | End2End Customer Experience | Scoop.it
Earlier this week, I attended IBM Pulse along with a crowd of about 11,000 other customer, partner, press, influencer and analyst attendees. Historically, Pulse has been the IBM event that focuses ...
David Ednie's insight:

The Cloud is now Mainstream. IBM is betting big on software development for the cloud, with a $1 billion investment in cloud software development on tap through 2015, representing a double-digit percentage increase over the past two years.

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The Rise of Social Salespeople

The Rise of Social Salespeople | End2End Customer Experience | Scoop.it
Co-Authored by Social Sales Expert Jim Keenan Sydney, the CEO of a mid-size advertising company was sitting in her office, when she got a call from one of her vendors. Her sales rep, Mike wanted to talk about his new offering. Sydney was busy and didn’t have time to talk right [...]
David Ednie's insight:

“Go where you customers are.” has always been true and now it’s truer than ever. That means: Go online, Go Social and Go Now!

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The three Cs of customer satisfaction: Consistency, consistency, consistency | McKinsey & Company

The three Cs of customer satisfaction: Consistency, consistency, consistency | McKinsey & Company | End2End Customer Experience | Scoop.it
It may not seem sexy, but consistency is the secret ingredient to making customers happy. However, it’s difficult to get right and requires top-leadership attention. A McKinsey & Company article.
David Ednie's insight:

I love this idea of Customer-Journey Consistency. Creating consistency customer touch points across all channels and at all stages of the customer's journey. Now that is an worthy aspirational challenge... 

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Voice of the Customer: How to design a VoC programme

Voice of the Customer: How to design a VoC programme | End2End Customer Experience | Scoop.it
Experts share step-by-step guidance on building a Voice of the Customer programme.
David Ednie's insight:

Success = moving quickly from identification to execution.

Customer Experience is the Ultimate Competitive Advantage

http://slidesha.re/1joTr5I

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There Is Only Human to Human | Social Media Today

There Is Only Human to Human | Social Media Today | End2End Customer Experience | Scoop.it
Human beings are innately complex yet strive for simplicity. Our challenge as humans is to find, understand and explain the complex in its most simplistic form. This means you, marketers. Find the commonality in our humanity, and speak the language we’ve all been waiting for.
David Ednie's insight:

Conventional wisdom tells us the B2B and B2C are very different animals. A recent definition that I heard was that B2B and B2C are the same except in B2B you are spending someone else's money. In the final analysis it all converges on H2H

http://www.slideshare.net/dednie/customer-experience-is-the-ultimate-competitive-advantage

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4 Steps to Connecting with—and Engaging—Generation C - Brian Solis

4 Steps to Connecting with—and Engaging—Generation C - Brian Solis | End2End Customer Experience | Scoop.it
David Ednie's insight:

4. The Future Funnel: Developing a New, Dynamic Customer Journey

By aligning your marketing and service strategies with the needs of Generation C, you can become a trusted partner to your customers as they shop and buy. 

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Top Three Predictions for Sales in 2014

We’ve dusted off our crystal ball and peered into the future of the sales industry and it looks bright…for the salesperson who’s willing and ready to step out of their comfort zone, that is. Here a...
David Ednie's insight:

Buying Decisions will move to the Front of the House. In 2014 will witnesses the emergence of line-of-business buyers. 

What it means for you?
Developing your team’s competence using role-relevant metrics to financially justify investments

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Feeling Your Consumer: What Marketers Are Missing About Making Emotional Connections

Feeling Your Consumer: What Marketers Are Missing About Making Emotional Connections | End2End Customer Experience | Scoop.it
Douglas Van Praet discusses the neurological nature of empathy and how marketers often focus on competition at the expense of real connections.
David Ednie's insight:

Understanding your customer's needs is necessary but insufficent. Today you must understand your customer's personal and their buyer persons.This is the new battle ground of Marketing.  

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Let Your Customers Streamline Your Business

Let Your Customers Streamline Your Business | End2End Customer Experience | Scoop.it
They're the first ones to ask about which activities you should kill.
David Ednie's insight:

Customers want the same 3 things:

1) Benefits

2) Certainty

3) Simplicity

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The Customer Journey and Digital Transformation

The Customer Journey and Digital Transformation | End2End Customer Experience | Scoop.it
Will your transformation delight future digital customers?The goal of digital transformation is to establish an infrastructure that gives you the ability to develop and sustain relationships of
David Ednie's insight:

The customer journey, the process by which you engage and develop customer relationships, is your gateway to capturing and retaining tomorrow's always connected, digitally savvy customers

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Lessons in Customer Service From the World's Most Beloved Companies

Lessons in Customer Service From the World's Most Beloved Companies | End2End Customer Experience | Scoop.it
We shed some light on what these big companies are getting right with customer service, and why.
David Ednie's insight:

Why obsess about Customer Services and Customer Experience? Because it pays to have happy customers, because happy customers are ready, willing, and able to reward companies that deliver great service, through recommendation and referral.

Question: Are you using Superior Customer Service to transform your customers into your unpaid sales force?

Customer Experience is the ultimate Competitive Differentiator

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Can Customer Experience Be Managed?

Can Customer Experience Be Managed? | End2End Customer Experience | Scoop.it
Customer experience management faces the same challenges and experience of CRM veterans. Here's five of them.
David Ednie's insight:

Do customer create their own experience?

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Do Brain Games Really Boost Brain Power?

Do Brain Games Really Boost Brain Power? | End2End Customer Experience | Scoop.it
With all the buzz about brain games -- such as crossword puzzles, Sudoku, and even brain training websites -- it begs the question: Can brain games be beneficial to brain health? As a cognitive neuroscientist, this is a question I get asked a lot. An...
David Ednie's insight:

Are you creating enough "mental space" for your brain to function at it's full creative potential? Like innovative thinking, appreciating different perspectives, and figuring out new plans...

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The disruptive power of collaboration: An interview with Clay Shirky | McKinsey & Company

The disruptive power of collaboration: An interview with Clay Shirky | McKinsey & Company | End2End Customer Experience | Scoop.it
How we collaborate has profound implications for how we live and work. The author and New York University professor explains how social media has upended traditional norms. A McKinsey & Company article.
David Ednie's insight:

Sharing is a Game-Changer. Collaboration and Co-creation are where tomorrows value is being created today.

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Fitness Chains Feel the Burn as Startups Disrupt the Industry

Fitness Chains Feel the Burn as Startups Disrupt the Industry | End2End Customer Experience | Scoop.it
Health and fitness chains are losing customers to new competitors that offer convenience and lower prices
David Ednie's insight:

Digital Disruption is coming to a gym near you. They are following a classic disruptive model. They don’t have all the frills of full-service gyms, but what they do offer is convenience and customization that brick-and-mortar operations simply can’t match—and at a much lower price.

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Hello, It's Nice to Meet you...Again: Your Digital Reputation Precedes You - Brian Solis

Hello, It's Nice to Meet you...Again: Your Digital Reputation Precedes You - Brian Solis | End2End Customer Experience | Scoop.it
David Ednie's insight:

Your Digital Reputation Precedes You: Do something about it…

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David Aponovich's Blog

Want more evidence that companies are realizing that digital customer experience is essential to survive and thrive in the Age of the Customer? 
David Ednie's insight:

How are you using digital to create irresistible user experiences?

http://slidesha.re/1lDTpIT

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Sales Performance Motivation

The key to growth is winning more new business and the key to winning new customers is sales (with support from marketing of course). 3 key ideas to grow your b
David Ednie's insight:

The New Golden Rule in Sales is: 

Give your customers the ability to do what they can't currently do but would want to if they only knew it was possible. 

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The 6 Pieces of the Customer Experience Puzzle

The 6 Pieces of the Customer Experience Puzzle | End2End Customer Experience | Scoop.it
How do you define customer experience -- and, more importantly, how do you create the best customer experience model?
David Ednie's insight:

Know your customers prefered touch points, particularly the digital touch points and know how their behaviour changes across multiple channels.

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The Difference between Customer Experience and Customer Relationship (And Why One is Better) | Docustar

The Difference between Customer Experience and Customer Relationship (And Why One is Better) | Docustar | End2End Customer Experience | Scoop.it
Kandi O'Connor discusses the importance of customer experience and how marketing can bring together cross-functional areas to take it to the next level.
David Ednie's insight:

Customer Experience is created at each level of the customer's journey through interactions with the brand and/or company. The End2End Customer Experience is the most difficult to impact as it requires a consistent and organisation wide focus on serving the customer. Customer Relationship is mainly determined at customer facing touchpoints at the front end of the customer's journey. 

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Not all Customers were Created Equal | SalesChannel Europe

Not all Customers were Created Equal | SalesChannel Europe | End2End Customer Experience | Scoop.it
David Ednie's insight:

Not all customers were created equal so why treat them as if they were? Understand how different customers are different so that you can treat them they way the want to be treated and assign the appropriate resources to them. The first step is to separate channel partners (sell through) from End User Customers (sell to). This may seem obvious, but common sense is seldom common practice.....

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