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Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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Are You Memorable To Your Customers?

Are You Memorable To Your Customers? | Mngt | Scoop.it
CUSTOMER LOYALTY - the importance of an emotional connection by Colin Shaw on October 18, 2016 Customers are not loyal becaus

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Eric_Determined / Eric Silverstein's curator insight, October 26, 2:15 AM

"Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided."

 

How are you making sure your service or product delivers a memorable experience for your customers?

Samuel Pavin's curator insight, October 27, 2:12 AM
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Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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Is Customer experience a reflection of employee engagement?

Is Customer experience a reflection of employee engagement? | Mngt | Scoop.it

Customer experience is one of the largest points of focus in the new era of loyalty marketing, and continues to prove its value to a brand’s perception and, consequently, its bottom line.


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Eric_Determined / Eric Silverstein's curator insight, August 4, 2:08 AM

“Employees are the backbone of a brand's values and help solidify the relationship consumers have with the brand,” said Brad Marg, COO of Clutch

 

Employee engagement is not a one time event, it's a journey!

Sue Duris's curator insight, August 24, 6:08 PM

Loved this post because I have always touted that great employee engagement drives great customer experience which drives strong corporate growth.

Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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6 Pillars B2B Customer Experience

6 Pillars B2B Customer Experience | Mngt | Scoop.it
Customer Relationships - Poor customer experience drives brand switching—a key reason for three quarters of lost customers. And customers who suffer a bad customer experience spread negative word-of-mouth.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 29, 1:24 AM
  1. Commitment : Being enthusiastic about satisfying customers and making them feel valued
  2. Fulfillment: Understanding and delivering on customer needs
  3. Seamlessness: Making life easier for the customer
  4. Responsiveness: Timely response, delivery, and resolution
  5. Proactivity: Anticipating customer needs and desires, strive to resolve issues before the customer feels pain
  6. Evolution: Continually seeking to improve the customer experience
Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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What Gets Measured - Gets Improved!

Marketers instinctively know their work impacts the bottom line, but don’t always know which work is making the biggest impact. That's where data comes in.

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Eric_Determined / Eric Silverstein's curator insight, April 12, 3:01 AM

"Marketers who use data as a foundation of their marketing strategies have learned to implement the following tactics :

 

· Get a complete picture of consumer behavior in order to apply the appropriate resources to the right engagements at the right time to best reach their audiences

· Optimize spend and ROI across all channels based on performance, not budget allocation

· Create the most resonant brand experience to target consumers

· Understand the data around engagement and be able to act on it

· Know which marketing channel is the best driver of revenue"

 

Michael Jones @PepperJam shared the above from a similar article on the importance of data when it comes to marketing strategies. http://www.adotas.com/2016/04/to-offer-great-customer-experiences-marketers-need-analytics/

 

"It's important to recognize that Marketing affects every person that interacts with your brand and nearly every group in your organization, so it’s no stretch to say effective marketers have a huge impact – positive or negative – on a company's growth and profitability." Rachael Lambert @Intercom

 

Make sure you set clear goals and measure all relevant data points, what you can measure can be improved.

Rescooped by Catherine Ferrand from New Customer & Employee Management
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Nine Ways to Have More Effective Meetings [Infographic]

Nine Ways to Have More Effective Meetings [Infographic] | Mngt | Scoop.it
General Management - Think meetings are boring, unnecessary wastes of time? Then you're doing them wrong. Check out these tips for making meetings productive.

Via Russ Merz, Ph.D.
Catherine Ferrand's insight:

Are You Struggling With Making Your Meetings More Productive? Here are 9 Improvement Tips.

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Russ Merz, Ph.D.'s curator insight, February 15, 1:14 PM

Are You Struggling With Making Your Meetings More Productive? Here are 9 Improvement Tips.

Rescooped by Catherine Ferrand from Public Relations & Social Media Insight
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How to Apply Lean Marketing to Your Content Based Business

How to Apply Lean Marketing to Your Content Based Business | Mngt | Scoop.it

I see many parallels between a startup as a whole and content marketing, and taking a lean approach to marketing could yield several benefits.

Most importantly, you’ll be able to get:

a better return on investment (ROI)more consistent results from your marketingless stress and frustration

 

In this post, I’m going to break down all the different ways that you can apply lean principles to your marketing—lean marketing....


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Jeff Domansky's curator insight, February 10, 11:04 PM

Smart content marketing tips from Neil Patel.

iPlandigital's curator insight, February 11, 5:39 AM
nice !!
Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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Simplicity: CX Strategy

Simplicity: CX Strategy | Mngt | Scoop.it
Competitive Advantage Simple is simple. Simple doesn’t always mean easy. And, sometimes simple is actually hard to pull off. But some companies have mastered

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Eric_Determined / Eric Silverstein's curator insight, January 26, 1:01 AM

"Simple is simple. Simple doesn’t always mean easy" 


Shep Hyken shares valuable insight and lessons from @Amazon @MetLife #In-N-Out @ChickFilA and how simplicity is a competitive advantage for them.


Share your favorite brand that focus on simplicity?

Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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What will your Customer Experience look like in 2016?

What will your Customer Experience look like in 2016? | Mngt | Scoop.it

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Colin Taylor TRG's curator insight, December 22, 2015 7:25 AM

A good list of trends to watch for in 2016 #custserv #custexp #cctr

Amy Clark's curator insight, December 23, 2015 9:16 AM

Great insight!!

Andre Piazza's curator insight, December 26, 2015 3:21 PM

#CX advances into 2016

Rescooped by Catherine Ferrand from Business Brainpower with the Human Touch
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Google has found that its most successful teams have 5 traits in common

Google has found that its most successful teams have 5 traits in common | Mngt | Scoop.it

Google HR spent two years researching its teams to see what distinguishes the most successful ones.


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The Learning Factor's curator insight, November 22, 2015 6:37 PM

Following the success of Project Oxygen, an internal study of what it takes to be a top manager at Google that started in 2008 and whose findings are still used today, the company undertook another study, this one of team dynamics.

Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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7 Customer Expectations!

7 Customer Expectations! | Mngt | Scoop.it
The relationship between customers and businesses has forever changed.

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Eric_Determined / Eric Silverstein's curator insight, November 17, 2015 3:00 AM

1. Know me

2. Make the customer experience mobile

3. Let me do it

4. Make it social

5. Fit it into my life

6. Save me time

7. Make me smarter


"With the proper technology, we can help consumers as they aspire to do more, have more, be more, and, at the same time, create greater loyalty and longer-term customer value by engaging with them differently and on their terms."


How are you exceeding your customer expectations?

Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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How Customer Obsessed Will You Be in 2016?

How Customer Obsessed Will You Be in 2016? | Mngt | Scoop.it
The key to success in 2016 will be a relentless focus on customer obsession, writes Forrester's Carrie Johnson Fanlo. Here are some critical success factors.

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Eric_Determined / Eric Silverstein's curator insight, November 3, 2015 5:52 PM

"Personalization is the first critical success factor in the customer journey

 

Your customers expect that each encounter with your brand will be informed and enriched by current and accurate information about their accounts, history and preferences. They will reward you if you can anticipate their personal needs and wants -- and will punish you if your systems and processes lead to a clumsy understanding of customer details at each encounter.

 

Insights are your competitive weapon

 

Hyperadoption of data-generating devices and products have left firms -- both B2C and B2B -- drowning in data, but starving for insight. Yet, this data hold the keys to the personalization kingdom."


How customer obsessed will your company become in 2016?

Martine Coutu's curator insight, November 5, 2015 9:22 AM

Le client 2016 s'attendra de plus en plus à une expérience client exceptionnelle. C'est un client qui s'attend à être reconnu (son historique d'achats) , compris et conseillé dans les règles de l'art.

 

Êtes-vous prêt pour LUI?

Rescooped by Catherine Ferrand from Lean Six Sigma Group
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DMAIC: Measure Phase - How to set your project's KPI. 【Benchmark】 (Lean Six Sigma)

For the next few videos, we'll discuss the Measure Phase, the second phase of DMAIC, the framework for Lean Six Sigma projects. The main objective of this ...

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Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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The Power Of Online Community!

This session is designed to surface opportunities to excite leadership about the value your online community is delivering and offer insights into ways to spot…

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Eric_Determined / Eric Silverstein's curator insight, October 7, 2015 10:39 PM

Online Communities enable you to strengthen your customer relationships, gauge valuable data and feedback, while building loyalty and nurturing advocacy.


The presentation gives you key steps and questions you need to address as part of your overall strategy.


Share your community experience from your favorite brand?

Roberto Nocera's curator insight, October 8, 2015 6:11 AM

Interesting presentation about leadership engagement on Online Communities #engagement 

Rescooped by Catherine Ferrand from Business Brainpower with the Human Touch
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The 3 Best Ways To Drive Change In Your Company

The 3 Best Ways To Drive Change In Your Company | Mngt | Scoop.it

You've heard the stories, read the reports, and know the trends. It's undeniable that how we work is changing dramatically and that most companies need to reconsider their current strategies to set themselves up for future success. So why isn't your company changing?

 

It could be the cost or time involved, or perhaps the manpower to lead such a charge. But in those cases, the benefits easily outweigh the costs. Most often, the biggest barrier to change comes down to a mental roadblock.

 

We've been taught to do things a certain way for so long, it can seem counterintuitive to change.


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The Learning Factor's curator insight, October 12, 11:06 PM

Take your company into the future by overcoming mental barriers and leading powerful, meaningful change.

Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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How To Measure Customer Loyalty?

How To Measure Customer Loyalty? | Mngt | Scoop.it

Customer loyalty plays a key role in any customer experience management program. Customer loyalty reflects the degree to which customers engage in positive behaviors toward and experience positive feelings about a company or brand. Your customer loyalty metrics plays large part in your customer experience analytics efforts; the goal of analytics is to uncover ways to improve customer loyalty.


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Eric_Determined / Eric Silverstein's curator insight, June 2, 8:37 PM

"3 different types of customer loyalty:

 

1. Retention loyalty – the extent to which customers will stay with you / not defect to a competitor

 

2. Advocacy loyalty – the extent to which customers will recommend your company/brand

 

3. Purchasing loyalty – the extent to which customers will expand their relationship with you by buying more and/or different products/services from you.

 

Each of these types of customer loyalty are responsible for different types of business growth. Retention loyalty leads to long-term customers who are easier to service. Advocacy loyalty brings in new customers. Purchasing loyalty increases the average revenue per customer."

 

It's important to recognize all 3 as you evaluate your performance, and make the necessary adjustments to earn your customer loyalty.

Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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Performance minus Expectations = Satisfaction

Performance minus Expectations = Satisfaction | Mngt | Scoop.it
The first step in exceeding your customer's expectations is to know those expectations. -Roy H. Williams

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Eric_Determined / Eric Silverstein's curator insight, April 13, 5:52 PM

"Expectations are funny things:

 

  • Customers have them, but they are not in control of them, not in control of the outcomes.
  • Customers have them, but companies must know them and understand them.
  • Companies set them (brand promise, service delivery, documentation, etc.), yet they have trouble delivering against them (consistently)."

 

Check the great interview that follows with Annette Franz & Stan Phelps

 

Next steps for your #CX - 3D from Stan Phelps:

1. Discovery

2. Designing

3. Deployment

Rescooped by Catherine Ferrand from Public Relations & Social Media Insight
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The Leadership Development Road Map

The Leadership Development Road Map | Mngt | Scoop.it
3,124 leaders provided their input for the Global Leadership Forecast 2014|2015, presented by DDI and The Conference Board. This vast amount of data brought us to 18 initial findings, with more to come.

View a snapshot of the data, and explore key questions on the path to organizational success by utilizing our Leadership Development Road Map.

Via David Hain, Jeff Domansky
Catherine Ferrand's insight:

Useful research report on Leadership Development.

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Jolene Pattison's curator insight, April 1, 7:52 AM

Useful report on Leadership Development contains nice infographic explaining findings.

Bailly Vincent's curator insight, April 3, 4:33 PM

Useful report on Leadership Development contains nice infographic explaining findings.

Kelly Coffee's curator insight, April 4, 9:39 AM

Useful report on Leadership Development contains nice infographic explaining findings.

Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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Don’t design for Mobile, design for Mobility!

Don’t design for Mobile, design for Mobility! | Mngt | Scoop.it
Just when we were starting to get used to the tools, frameworks and methodologies needed to design good mobile apps, we find the device landscape is changing

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, February 13, 1:15 AM

"MOBILITY IS ABOUT THE CONTEXT, NOT THE DEVICE

 

We want to know better the context of our users in order to better satisfy their needs. Obtaining information from them is just the first half of a transaction: users give us information in exchange for value obtained from that information. The way we give back said value to users is by responding.

 

Embracing mobility forces us to think much harder about our users’ environment and try to serve them better by establishing a richer, smarter communication.

 

Increased mobility means that the environment is less and less predictable. If the environment for a web user in the 90’s was a desk, a chair and a room, now it can be anywhere, anytime."


Great insight shared by Sergio Nouvel 



Mike Donahue's curator insight, February 25, 8:38 AM

The title alone is a great clue about how UX and design need to shift mindset. Lot's of good information in here. I like how Sergio seeks to redefine responsive and keep a sharp focus on context. Good stuff.

ismokuhanen's curator insight, March 22, 8:13 PM

"MOBILITY IS ABOUT THE CONTEXT, NOT THE DEVICE

 

We want to know better the context of our users in order to better satisfy their needs. Obtaining information from them is just the first half of a transaction: users give us information in exchange for value obtained from that information. The way we give back said value to users is by responding.

 

Embracing mobility forces us to think much harder about our users’ environment and try to serve them better by establishing a richer, smarter communication.

 

Increased mobility means that the environment is less and less predictable. If the environment for a web user in the 90’s was a desk, a chair and a room, now it can be anywhere, anytime."


Great insight shared by Sergio Nouvel 



Rescooped by Catherine Ferrand from #innovation(s) } Food for Thoughts
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Vers une nouvelle ère managériale : rencontre avec F. Laloux

Vers une nouvelle ère managériale : rencontre avec F. Laloux | Mngt | Scoop.it
L'auteur du best-seller "Reinventing Organizations" est venu présenter son travail à la presse parisienne en octobre dernier. Morceaux choisis.

Via Olivier Leclerc, Edouard Siekierski
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Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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25 Ways To Retain Your Customers

25 Ways To Retain Your Customers | Mngt | Scoop.it
What does it take to retain your customers month after month? Is it as simple as offering a cutting-edge, market-leading product? Some people still seem to believe that “if you build it, they will come” (or, in this case, stay). But that’s not enough. Often, the market-leading products aren’t the “best” products – they’re just […]

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 8, 12:43 AM

In 2016, let's start with the basics. As we all know, it's a better investment to retain a customer than trying to continuously acquire new ones.


As Michael highlights, some points may be obvious, nevertheless, review all points to make sure you capitalize wherever possible.


Which points will you focus on in 2016?

Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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Why Customer Gratitude Trumps Loyalty

Why Customer Gratitude Trumps Loyalty | Mngt | Scoop.it
Emotions come first, behavior comes second.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, December 3, 2015 3:10 PM

"What can marketers do with their loyalty programs to earn greater trust, commitment and advocacy?

 

1. Loyalty needs to be reciprocal.

2. Loyalty is about emotion first, behavior second. 

3. Go for gratitude and loyalty will follow.

 

By definition, gratitude is “a readiness to show appreciation for and to return kindness.”  Note that gratitude is inherently reciprocal. It also combines both emotion and behavior. There is a feeling of appreciation and an expression of that appreciation through some kind of action.   Gratitude therefore can serve as the basis of a relationship beyond the transaction.

 

The strategy for generating sustained gratitude is to discover and foster a shared purpose with your customers, and to help them share that purpose with others.  Shared purpose is not something you do for your customer, but rather with your customer."

 

Do you agree that by cultivating gratitude loyalty will naturally follow?


Great insight @MarkBonchek @HarvardBiz

Rescooped by Catherine Ferrand from Business Brainpower with the Human Touch
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10 Principles of Change Management

10 Principles of Change Management | Mngt | Scoop.it

Way back when (pick your date), senior executives in large companies had a simple goal for themselves and their organizations: stability. Shareholders wanted little more than predictable earnings growth. Because so many markets were either closed or undeveloped, leaders could deliver on those expectations through annual exercises that offered only modest modifications to the strategic plan. Prices stayed in check; people stayed in their jobs; life was good.


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The Learning Factor's curator insight, November 22, 2015 4:42 PM

Tools and techniques to help companies transform quickly.

Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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Employees First, Brands Second

Employees First, Brands Second | Mngt | Scoop.it
In a world when human interactions are few and far between, when they do happen they are an opportunity where a brand’s reputation can be destroyed in an instant or a customer advocate can be created for life. This all comes down to your most valuable resource - the company’s employees.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, November 9, 2015 2:05 PM

“Brands are only authentic if the customer experience matches or exceeds the promises made across each touch point.

 

In a world when human interactions are few and far between, when they do happen they can play a critical role in how a customer perceives the brand, not only at that moment but also from that point forward. – Do you agree?

 

“To win customers — and a bigger share of the marketplace — companies must first win the hearts and minds of their employees.” – Gallup study

 

The latest Gallup “State of the Global Workplace” study makes stark reading. From their executive summary, “currently, 13% of employees across 142 countries worldwide are engaged in their jobs — that is, they are emotionally invested in and focused on creating value for their organizations every day.” Of the remainder, 63% are not engaged, and 24% are actively disengaged. So potentially one quarter of the workforce could be negatively impacting the organization even when they aren’t one of the front line employees. Remember, word of mouth is the single most influential factor in establishing brand reputation. Employees cannot only share their viewpoints with friends and family, but they also have the ability to amplify their views through social media.

 

It is about ensuring that every employee and team member feels connected not just to the company but also to each other. The more people feel connected, the more they trust the organization and their colleagues and the more in return they can take individual responsibility for their ability to contribute. Connection requires leadership through responsibility, corporate transparency, knowledge flow, a supportive culture and respect for the individual.”

 

As Colin Shaw correctly stated “Happy People give you Happy Customers that spend more money!” Who doesn’t want that?

Rescooped by Catherine Ferrand from New Customer - Passenger Experience
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Who Should Oversee the Whole Customer Experience?

Who Should Oversee the Whole Customer Experience? | Mngt | Scoop.it
Customers, Value Chain and The Customer Experience Imperative Should the CMO oversee the whole customer experience? Today, the value chain in business has gone from products that became commodities to services that fuel anticipation of superb customer experiences that go beyond anything customers have expected previously. These new customer expectations have put pressure on companies to […]

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Eric_Determined / Eric Silverstein's curator insight, October 15, 2015 12:06 AM

"Customer Experience Management is a major pillar in many B2C and B2B organizations’ efforts to engage and retain customers. As it gets more complicated to engage and retain customers, organizations are realizing there is more to the job of customer experience than many first realized. This is in part because providing superb customer experiences often means getting many different departments or functional areas to collaborate, especially when they had not been in the habit of doing so before. Many times the reason for the lack of collaboration and why it has not happened before is because it’s not easy."


Dr. Petouhoff shares 10 key challenges for a CMO to take on the role:

1. Confusion abounds on who should lead (own) the customer experience.

2. Agile, design-thinking is required to lead changes needed for successful customer experience.

3. Marketing is often focused on communications rather than innovation, product development and business innovation. 

4. Marketing only recently became more accustomed to being highly measured, so building the business case for the additional responsibilities of the “new” CMO role may be difficult.

5. The Consumerization of IT has created often unfulfilled customer experiences.

6. The abundance of data requires immediate analysis and action to provide meaningful mass personalization at scale.

7. The plethora of data requires a data management and utilization strategy

8. Marketing can be isolated from other departments that affect customer experience and that isolation hurts the ability to lead change.

9. Marketing can be isolated from other departments that affect customer experience and that isolation hurts the ability to lead change.

10. Customer experience requires a highly collaborative individual to lead cross- functional collaboration.


How is it being handled in your company?



Rescooped by Catherine Ferrand from Communication gagnante
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Décoder des situations de communication problématiques

Décoder des situations de communication problématiques | Mngt | Scoop.it
Le triangle dramatique ou émotionnel, dit aussi triangle de Karpman, est une figure d'analyse transactionnelle proposée par Stephen Karpman en 1968 qui met en évidence un scénario relationnel typique entre victime, persécuteur et sauveur (ces rôles étant symboliques, une même personne peut changer de rôle).

Via Nicolas Calvo
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