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14 #Customer #Experience Predictions For 2014

14 #Customer #Experience Predictions For 2014 | QUAC Design Thinking | Scoop.it

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, December 27, 2013 4:59 AM

Valuable insight from Jeannie Walters clearly defining the different areas that will impact the #customer #experience.


The end goal is the last point:


"There will be several times in 2014 when you’ll shake your head in disbelief at how wonderful something is. You’ll post images on social media about the best ones, and rave to friends about the corner store/the customer service rep/the bank who showed you they care."


We are all looking forward to such positive experiences.


Any additional trends you would anticipate?



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Change Leader, Change Thyself

Change Leader, Change Thyself | QUAC Design Thinking | Scoop.it

Leo Tolstoy, the Russian novelist, famously wrote, “Everyone thinks of changing the world, but no one thinks of changing himself.”

 

Tolstoy’s dictum is a useful starting point for any executive engaged in organizational change. After years of collaborating in efforts to advance the practice of leadership and cultural transformation, we’ve become convinced that organizational change is inseparable from individual change. Simply put, change efforts often falter because individuals overlook the need to make fundamental changes in themselves.

 

Building self-understanding and then translating it into an organizational context is easier said than done, and getting started is often the hardest part. We hope this article helps leaders who are ready to try and will intrigue those curious to learn more.


Via Vicki Kossoff @ The Learning Factor
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Vicki Kossoff @ The Learning Factor's curator insight, March 31, 3:32 PM

Anyone who pulls the organization in new directions must look inward as well as outward.

Nadene Canning's curator insight, April 1, 9:16 AM

Self-understanding ... feel, think, act, observe, listen, reflect, question 

Graeme Reid's curator insight, April 1, 6:55 PM

Great article from McKinsey on organisational change and the need for greater self awareness.

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SXSW: Millennials Trust User-Generated Content 50% More Than Traditional Media - SocialTimes

SXSW: Millennials Trust User-Generated Content 50% More Than Traditional Media - SocialTimes | QUAC Design Thinking | Scoop.it

User-generated content makes up 30 percent of millennials media time, and they trust it 35 percent more than other sources.

 

The findings provide marketers with insights into millennials’ media habits and how to access them. This generation will soon have record-breaking purchasing power and the study confirms that millennials are most influenced by user-generated content.

 

As a whole, millennials spend a whopping 18 hours per day consuming different media across several devices. User-generated content makes up 30 percent of that time (5.4 hours), second only to traditional media like print, television and radio at 33 percent. But millennials trust information found in user-generated content 50 percent more than information from traditional media sources and find user-generated content 35 percent more memorable than other sources....


Via Jeff Domansky
Debra Walker's insight:

More and more the need for effective storytelling to connect with clients, particularly in light of the increasing relevance of user generated content.  So exciting to be working with brands and brand identity in this connective economy.

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Jeff Domansky's curator insight, March 11, 11:37 AM

If there's no relevance, why would millennials trust traditional media? First, they're not even seeing it. It's part of the bigger trend that will eventually impact older generations as well.

Patrick Frison Roche's curator insight, March 12, 7:45 AM

Should brand rejoice at more scary stats on user-generated content VS traditional #media revealed at SXSW ? #millennials (aka #genY in other parts of the world) primarily trust... themselves.

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Earn your #Customer #Loyalty by bringing them to tears!?

Earn your #Customer #Loyalty by bringing them to tears!? | QUAC Design Thinking | Scoop.it
Brands that build an emotional connection with their customers are the ones that will continue to thrive in our global and commoditized economy. Where better to do this than on the recent Winter Olympics? One organization that understands this better than any other is Procter and Gamble (P&G). Procter and Gamble (P&G) understands the importance ...

Via Eric_Determined / Eric Silverstein
Debra Walker's insight:
Connecting to the emotion is absolutely a key to connecting with the customer. Beauty products, as an example, are not sold based on the technical compositions unless there is a link to the emotions of why those ingredients are important - attaching to the values and emotions of the consumer. Similarly - and unfortunately - there is also still a prominence of branding that is associated with connecting with another emotion - fear. Which moves me to tears but for other reasons.
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Eric_Determined / Eric Silverstein's curator insight, March 5, 10:45 PM

#Emotions play an important role within the overall #Customer #Experience with your brand.


Check earlier Scoop article from Jan 30th: 

Emotion IS The #Experience - #Infographic


Share your experience, and your thoughts on the P&G ad campaign.

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Marketing’s new re-designed 7P’s

Marketing’s new re-designed 7P’s | QUAC Design Thinking | Scoop.it
The omni-chanannel, real-time, everything’s available environment we are currently living in has changed the marketing fundamentals quite radically. The world is no longer the same place for which The marketer E.

Via Fred Zimny
Debra Walker's insight:

Love this repositioning of perspective - always wise to shift the way we look at things from time to time.

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Deanna Dahlsad's curator insight, January 18, 3:14 PM

Exploring the old marketing equation from 1960s in a contemporary, digital, age.

Tutor virtual's curator insight, January 18, 9:39 PM

Las 7 P...!!!

Ubleam's curator insight, January 20, 4:28 AM

Position – in customer’s mind

Performance – the user experience

Proximity – How close the brand is to it’s customers, Customer intimacy

Price  – Price is no longer a fixed figure

Presence – instead of

Place

Product

Promotion

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Building #Customer Relationships in 4 Steps

Building #Customer Relationships in 4 Steps | QUAC Design Thinking | Scoop.it
In order to set up and manage your relationships with individual customers, you have to accomplish four basic things:
Identify customers individually.

Via Eric_Determined / Eric Silverstein
Debra Walker's insight:

I love that these concepts can also apply to those who are working with internal customers as well.  Often times I see that there is more of an effort to practice these 4 steps externally without recognizing that a "captive" internal audience deserves the same consideration and care.

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Eric_Determined / Eric Silverstein's curator insight, January 5, 3:52 AM

The customer experience involves internal steps through customer insight/data gathering, which then requires operational commitment and training in order to properly engage with your customers. 


Share your experience on how those 4 steps have been implemented at your company?


Which brand experience you were most impressed with in 2013?



Paris Stephane's curator insight, January 6, 3:23 PM

Important dans une démarche Customer centric

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14 #Customer #Experience Predictions For 2014

14 #Customer #Experience Predictions For 2014 | QUAC Design Thinking | Scoop.it

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, December 27, 2013 4:59 AM

Valuable insight from Jeannie Walters clearly defining the different areas that will impact the #customer #experience.


The end goal is the last point:


"There will be several times in 2014 when you’ll shake your head in disbelief at how wonderful something is. You’ll post images on social media about the best ones, and rave to friends about the corner store/the customer service rep/the bank who showed you they care."


We are all looking forward to such positive experiences.


Any additional trends you would anticipate?



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Social Media Marketing Trends for 2014 | Social Media Today

Social Media Marketing Trends for 2014 | Social Media Today | QUAC Design Thinking | Scoop.it
Here's my take on 5 social media marketing trends for 2014.

Via Eric_Determined / Eric Silverstein
Debra Walker's insight:

Bravo to this Canadian blogger (first clue was referring to "American Thanksgiving".  Only us Canadians do that...) for identifying SM trends for 2014 that are spot on from my perspective.  From declines in FB "engagement" to increases in Twitter, to the expansion go Google+, ... Looking forward to all that 2014 brings... Such exciting times we are in.

more...
Jean-Marie Grange's curator insight, November 11, 2013 10:12 AM

Twitter ahead of Facebook 

Snapchat : Not sure...

Google+ : Still trying to catch up

Collaborative (airbnb) : That is obvious!

Video : Instagram is making it easier for everyone

Eric_Determined / Eric Silverstein's comment, November 11, 2013 9:17 PM
Thanks Jean-Marie and Debra for your additional input, 2014 will certainly be exciting!
Eric_Determined / Eric Silverstein's comment, February 22, 6:00 PM
Hi Julia, thanks for sharing Igor Shoifot's approach.
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Create Unforgettable Customer Experiences like Disney

Create Unforgettable Customer Experiences like Disney | QUAC Design Thinking | Scoop.it

Via Eric_Determined / Eric Silverstein
Debra Walker's insight:

As this article points out, if you are not regularly checking the pulse of your customer, you may be finding that the service experience you are delivering is falling short of expectations.  There are so many ways of connecting with your current (and potential) customers that to fail to even attempt at making the connection means that you will reap what you deserve.

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Eric_Determined / Eric Silverstein's curator insight, October 30, 2013 1:51 PM

5 Key insights from Disney:

 

- Show Clarity - Retailers often try to create a first-rate customer experience according to their pre-conceived notions instead of gathering customer feedback. But, the creation of the customer experience must begin by asking the right questions and identifying elements that hit home with consumers. These insights will allow you to use customer intelligence to design a customer experience strategy that reinforces your brand’s appealing qualities. 

 

- Amplify Strengths - After you have determined how the customer experience should feel to customers, then you must amplify the volume of your brand’s most desirable characteristics. By magnifying the traits that make your customers feel good about buying your products, you can better align the customer experience with customers’ needs. 

 

- Engage Employees - Employees play a key role in the execution of customer experiences. Like Disney, it’s important to empower your workforce to forge connections with customers around targeted dimensions of the customer experience, equipping them with insights about what draws consumers to your brand. 

 

- Outperform Expectations - Great brands go above and beyond for their customers.  In many cases, value-added products enhance the customer experience and play a role in differentiating the brand experience from the competition. 

 

- Create Connections - Disney knows how to build long-term, personal relationships with its customers. By understanding customers on a personal level, the brand has converted scores of satisfied customers into brand advocates.

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Theories of Learning. Connectivism: A new type of learning for the digital age

Theories of Learning. Connectivism: A new type of learning for the digital age | QUAC Design Thinking | Scoop.it

Theories of Learning. Connectivism: A new type of learning for the digital age


Via Susan Bainbridge
Debra Walker's insight:

Education happens in many forms, internal and external.  If there is one thing that remains true is that to nurture curiosity is to nurture growth and expand potential.  May I wish you  a lifetime of curiosity.

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Hannah Kramer's curator insight, March 23, 3:58 AM

Put this to the test. Attend one of our one hour online, live and interactive courses, and see if you don't learn better. Visit weteach-it.net for details.

Laura Rosillo's curator insight, March 30, 2:07 AM

Conectivismo: Un nuevo tipo de aprendizaje para la era digital

Clarice Bagrichevsky's curator insight, April 2, 7:30 AM

Interesting.

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Start-Up Chic Goes Corporate, as Couches Replace Desks

Start-Up Chic Goes Corporate, as Couches Replace Desks | QUAC Design Thinking | Scoop.it
Big companies are adopting the start-up look, with informal work areas more like living rooms, and they are finding it requires fewer square feet per worker.

Via Color-Art
Debra Walker's insight:

The shifting work culture can be seen in offices around the world, thanks in part to the influx of millenials into the workplace.  Couple that will work that is increasingly shifting to virtual environments where employees are "in the office" on a part time basis rather than fulltime and it makes sense.  

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Keith Ivey's curator insight, October 14, 2013 11:09 AM

Corporations are paying attention to the way many of us work now...in coffee shops and business development centers. Interesting development, don't you think? 

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Using independent teams to scale a small company: A look at how games company Wooga works

Using independent teams to scale a small company: A look at how games company Wooga works | QUAC Design Thinking | Scoop.it
Jesper Richter-Reichhelm is Head of Engineering at social games company Wooga. Here he gives an insight into the firm's internal organization.



At the end of last year, a document ...

Via Mark Taylor
Debra Walker's insight:

Love this visual representation... sure gives an easy to see perspective and how we can each impact it.

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Mark Taylor's curator insight, September 9, 2013 10:08 AM

This is an excellent example of how triads work within an organization!

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The Ultimate Customer Experience Infographic

The Ultimate Customer Experience Infographic | QUAC Design Thinking | Scoop.it
As part of our preparation to celebrate CX Day on October 1st, we created this infographic. Download State of CX infographic (.pdf) The bottom line: Customer experience remains a valuable opportuni...

Via Eric_Determined / Eric Silverstein
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Tom Wilson's comment, September 25, 2013 7:53 PM
I am having some work done by an on-line contractor whose first suggestion to me was to consider an Infographic for my ebook concept. I told him it was too busy (which remains my thinking) but there is apparently something here I don't understand. I will pass on this article to validate his opinion, generally and that I am an old foogey who is about a century and a half behind the curve.
Eric_Determined / Eric Silverstein's comment, September 25, 2013 8:10 PM
Hi Tom. Thanks for reaching out. As you will be looking to promote your new ebook, it's true that an infographic is the latest tool used by many to provide an image overview of the topic you are looking to discuss, educate or engage in. Another area you may want to consider will be publishing small excerpts of your ebook, in order to engage your audience and entice them to purchase the full version. This should all be part of your content marketing strategy. Good luck!
Ali Anani's curator insight, September 26, 2013 12:42 AM

Eric makes some very interesting ideas. I am working on a study on how to creatively promote and sell eBooks. I hope to share findings soon

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Work is Learning and Learning is the Work

Work is Learning and Learning is the Work | QUAC Design Thinking | Scoop.it

Via Vicki Kossoff @ The Learning Factor
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Vicki Kossoff @ The Learning Factor's curator insight, September 25, 2013 7:56 PM

Our workplaces are shifting from hierarchies to networks. Hyperlinks have subverted hierarchy. Everyone is connected. In many hierarchical organisations, workers are more connected when they go home than when they’re at work. This is a sure sign of the obsolescence of our older management control systems and why becoming a social business is so important today.

Living and working in non-hierarchical networks is our challenge this decade. The effective use of social media, to learn from and with others, is essential for individuals and organizations to be productive in networks. Social learning, simply put, is getting things done in networks.

Scott Span, MSOD's curator insight, September 26, 2013 9:46 AM

How are you learning?

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The Origins of Design Thinking

The Origins of Design Thinking | QUAC Design Thinking | Scoop.it
Design thinking is created because big corporation lack the ability to be
creative and forgot how to create new products and services that meet unmet
needs of their customers.

Via Fred Zimny
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12 Sentences To Improve Your Communication

12 Sentences To Improve Your Communication | QUAC Design Thinking | Scoop.it

This is the age of instant communication, and a good example of it is how within the reach of a click, we can “skype-dive” into the room of someone else, living thousands of kilometers away. Businesses flourish everyday, coming out of networks of collaborators, scattered in many countries and geographies, permanently engaged in constant processes of communication, via Skype, Whatsapp, Twitter, Facebook, mail.


Due to constant technological innovation, it is now extremely easy to speak to others,  regardless of where you are. Who doesn’t recognize this  scene: you are seating at your desk, having in front of you your laptop. To your right side is your iPhone, on the other side, your tablet. While you check your emails, you suddenly have John on Skype. Then Elise calls you on Facetime, whereas Christian demands your attention by using Whatsapp. How to properly communicate with all these people, demanding your personal attention to different issues, at precisely the same moment?


Via Vicki Kossoff @ The Learning Factor
Debra Walker's insight:

Excellent article that captures it well.  When I was doing training on reflective listening and interviewing skills, we got into the practice of using these 12 sentences and gradually they become incorporated into everything that you do - all aspects of your life and certainly aid in clarity of communication.  Try them!  You will be amazed.

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Vicki Kossoff @ The Learning Factor's curator insight, March 4, 4:48 PM

12 Sentences to Improve Your Communication.

Jeanne Legare's curator insight, March 6, 9:33 AM

Very true! Great sentences to use every day!

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Infographic: Shutterstock's Global Design Trends 2014

Infographic: Shutterstock's Global Design Trends 2014 | QUAC Design Thinking | Scoop.it
For our third annual infographic, we use data from our 350 million all-time
downloads to explore recent and emerging trends from around the globe.

Via malek
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malek's curator insight, February 25, 2:25 PM

[url=/u/129000 x-already-notified=1]Martin (Marty) Smith[/url] (a no-designer) had a great summary here.

So inspiring, I had to go for the full infographic, a real gem.

Check popular search, learn about Gatsby, appetizing and adorable in a completely different mind frame.

Ali Anani's curator insight, February 28, 12:38 AM
Push your digital marketing forward
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Rules of Customer Engagement - TRUST!

Rules of Customer Engagement - TRUST! | QUAC Design Thinking | Scoop.it
As I mentioned above, 90 percent of buyers trust a network referral.  Leaving us as businesses to ask, who represents the network and how do I gain the support of those influencers to evangelize my business.

Via Eric_Determined / Eric Silverstein
Debra Walker's insight:

Excellent article with "simple" common sense thoughts on connecting with customers.  Thank you. 

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Ranjit Kovilinkal's curator insight, January 12, 10:37 AM

Taken from ZMOT by Google. Very interesting and must read!

http://www.google.co.in/think/collections/zero-moment-truth.html

Local Search HQ's comment, January 14, 7:04 AM
Thanks alot for this excellent blog. Very useful points shared.
Eric_Determined / Eric Silverstein's comment, January 14, 11:43 AM
Hi Local Search HQ, thanks for your positive comment. Cheers, Eric
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10 Most Popular Posts to Start Your Customer Centric Year

10 Most Popular Posts to Start Your Customer Centric Year | QUAC Design Thinking | Scoop.it
We've lined up our ten most popular posts as must reads to kick off a customer centric year!

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, December 30, 2013 1:26 AM

Lessons learned from 2013 are great ways to start the New Year!


Share your thoughts on some of the posts and which one you found most valuable to you?

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10 Content Marketing Lessons From Dr. Seuss

10 Content Marketing Lessons From Dr. Seuss | QUAC Design Thinking | Scoop.it
Content marketing and storytelling go together like green eggs and ham, so who better to take inspiration from than Dr. Seuss, one of the world’s greatest storytellers?

Via Eric_Determined / Eric Silverstein
Debra Walker's insight:
I love this selection of quotes & ideas. I have always counted Dr. Seuss as a business philosopher for many years & am pleased to see this article. Stories are by far and away a most excellent way to connect with your audience and who tells a tale as good and as timeless as Dr. Seuss.
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Eric_Determined / Eric Silverstein's curator insight, November 13, 2013 3:43 AM

This is no joke, these 10 points will really take you places if you apply them to your #content #marketing strategy.

Richard Baxter's curator insight, November 18, 2013 4:36 AM

Dr Seuss should be core reading for all!

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CX Journey™: The 15 Senses of a Great Customer Experience

CX Journey™: The 15 Senses of a Great Customer Experience | QUAC Design Thinking | Scoop.it
In today's post, I look at the senses that are most important to the employee experience and to the customer experience. How many of these are used by your organization?

Via Eric_Determined / Eric Silverstein
Debra Walker's insight:

This is a great post to show the multiple levels that must be taken into account when considering an experience, be it for an employee or for a customer.  it is often like a 3D tic tac toe game..... being able to see it from all perspectives and in all contexts.  

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Eric_Determined / Eric Silverstein's curator insight, November 7, 2013 4:24 AM

I can't agree more with @annettefranz: 


"this by no means is the last sense an organization must have/use, I do think this is an important one: common sense. I've written about this one a couple of times. Common sense is what helps you to know why the other senses are important and when to call them into play."


Share your favorite, any additional one you'd like to add?

Martine Coutu's curator insight, November 7, 2013 8:04 AM

Moi j'y vais pour le 6ième sens et vous?

Eric_Determined / Eric Silverstein's comment, November 10, 2013 11:38 PM
Thanks Debra for sharing and your insights
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Communal Design: Taking Client Collaboration to the Next Level

Communal Design: Taking Client Collaboration to the Next Level | QUAC Design Thinking | Scoop.it
Fifteen employees — or ambassadors — representing a cross-section of LivePerson volunteered to be a part of a design process that involved everything from themed work sessions to board game-style space planning.

Via Color-Art
Debra Walker's insight:

This is a very interesting way of negotiating buy-in to plans that need to work for everyone as well as being functionally efficient and working within a budget.  

 

It would also be important to see how the 15 people that were selected as the ambassadors were selected for their roles, particularly if they are making decisions for the entire team.  Credibility within the tribe is an important factor to consider when placing individuals in the roles of "spokespeople" for others.

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odysseas spyroglou's curator insight, October 14, 2013 5:23 PM

Workspaces are more and more like playgrounds for grownups.

Rodolphe Balay's curator insight, October 24, 2013 9:01 AM

"To bring out the potential in every team member, we go beyond the typical meetings and favor team games and storytelling."

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Customer Experience Controls Business Growth Today

Customer Experience Controls Business Growth Today | QUAC Design Thinking | Scoop.it
Larry Freed photo courtesy of ForeSeeBlog.com Many startups and mature businesses have not yet adapted to the fact that customer satisfaction in this “always connected” age is more than product and service quality.

Via Eric_Determined / Eric Silverstein
Debra Walker's insight:

Dialoguing with our clients and truly seeking their opinions and perspectives is the only way to go.   The Connectivity Age is just that connecting on a different and more consistent level to show our love for each and every customer that we have.... 'cause we exist because they are there and they have lots to tell us.

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Eric_Determined / Eric Silverstein's curator insight, October 11, 2013 1:16 PM

Several key takeaways from this article:


The understanding that current customers are not only a key asset, but a basis to grow your business as well. 


The other is the importance to understand the full journey of your customers, and the touchpoints involved:


"Today’s consumers are multichannel, sometimes termed “omnichannel.” This simply means that they may start a product search on a computer at work, continue on their home computer, visit a store for touch and feel activity, then close the transaction on their smartphone. That really complicates the measuring process."

MC Factory's curator insight, October 14, 2013 5:00 AM

La customer experience devient de + en + un levier de business incontournable !

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Top 10 Most Innovative Office Spaces

Top 10 Most Innovative Office Spaces | QUAC Design Thinking | Scoop.it
Ditch the cubicle and take a look at some of the most fun, innovative office spaces in the United States.  From Google’s slide to Airbnb’s tree house, these companies tackle the challenge of employee well-being and efficiency, with creative office...

Via Color-Art
Debra Walker's insight:

Where you spend almost a third of your life should be a reflection of who you are and provide you a space or spaces to be at your creative best.

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Marketing Skills: 7 Reasons Marketing Teams Need Technology Training

Marketing Skills: 7 Reasons Marketing Teams Need Technology Training | QUAC Design Thinking | Scoop.it

Do you write content that doesn’t appear on the first page of Google after you publish?

 

Do you spend too much time finding and sharing content and feel results could be better?

 

Do they know all the tools and technical aspects that are now important (Hint: Subscribe to this site!!)?

 

The role of the marketer is continuing to change and having some technology skills is a distinct advantage. Nobody expects you to have a computer science degree but there are technology skills that are useful!

 

Here are 7 signs you need to spend more time on the technical aspects to your job (assuming you don’t have someone else to do it for you!)...


Via Jeff Domansky
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Jeff Domansky's curator insight, September 26, 2013 3:50 AM

Superb advice from the always reliable @IanCleary.

Janine Lloyd's curator insight, September 26, 2013 7:41 AM

 

More collaboration between IT and Marketing is taking place. Marketing people and business heads today require a broad strategic understanding of both marketing and technology! IBM projects that by 2017, CMOs will spend more on IT than CIOs, and the CMO role will overlap significantly with that of the CTO or CIO. Also Big data and the decisions you can make out of it have become critical to the business.