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Rescooped by Jean-Marc Bellot from New Customer - Passenger Experience
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@IBM reveals its top 5 innovation predictions for the next 5 years

@IBM reveals its top 5 innovation predictions for the next 5 years | Sales, Storytelling, and Game Theory | Scoop.it
IBM's predictions all involve big data and using computing to glean intelligence from vast systems. We discuss them with IBM's research boss.

Via Eric_Determined / Eric Silverstein
Jean-Marc Bellot's insight:

Des prévisions qui vont à contre-courant du "tout technologique" dans lequel nous semblons nous jeter à corps perdus, dans un acte de "Schadenfreude" collectif que je ne comprends pas.

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Eric_Determined / Eric Silverstein's curator insight, December 17, 2013 1:15 PM

Ok, the poster image maybe goes a little far, but as you will see below, it is all about enhancing the customer experience through advance in technologies and #data.


In a nutshell, IBM says:


– The classroom will learn you.


– Buying local will beat online.


– Doctors will use your DNA to keep you well.


– A digital guardian will protect you online.


– The city will help you live in it.


Great insight, what are your thoughts?


Any other major trend you'd like to see in the next 5 years?



Hugo Loyola's curator insight, December 18, 2013 11:43 AM

Now, this would be innovation.

Arielle Monnerot-Dumaine's curator insight, January 28, 2014 6:19 AM

A lire absloment pour ne pas nous tromper de combat !

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Rescooped by Jean-Marc Bellot from New Customer - Passenger Experience
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The Absolutely Ideal #Customer #Experience is NO Customer Experience!?

The Absolutely Ideal #Customer #Experience is NO Customer Experience!? | Sales, Storytelling, and Game Theory | Scoop.it
Companies all over the world are scrambling to try to improve their “customer experience.” Executives appoint Customer Experience Managers, they share their findings at customer experience...

Via Eric_Determined / Eric Silverstein
Jean-Marc Bellot's insight:

Excellent article. Even though there may remain some confusion between the notion of "customer experience" and the one of "buying experience".

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Eric_Determined / Eric Silverstein's curator insight, December 20, 2013 1:22 AM

Don took a bold stand and is absolutely right when he states: "Good customer experiences generate less friction, and the best customer experiences are frictionless."


But as you read the comments at the end of the article, you start to understand the misconception of the true role and focus of a customer centric business.


Joanne Filancia, who just finished her master’s degree in International Business Communications from Copenhagen Business School puts it best:


"It's about offering a seamless experience!


This can only be achieved if the organization consistently meets the customer at eye level, provides experiences that are coherent with the product or brand, in a pleasant environment and with the assistance of polite and knowledgeable personnel who understand the level of engagement the customer requires. Furthermore, organizations that actively work to improve their customer experiences are those that have moved away from the idea that they are doing customers a favor by providing goods and services, to appreciating the fact that it is the customer who is providing them with the resources to stay in business. Enhancing customer experiences is simply a way of demonstrating respect for the customer and appreciation for their patronage, and with today’s demanding and discriminating consumers, businesses cannot afford to ignore the way they provide and manage them."


It's about recognizing the engagement level your customer would expect , and that without your customer's business you would have NO business!


I value the level of engagement this article created, share your thoughts, especially after reading some of the additional comments.

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The Sales Times, They Are a-Changin'

The Sales Times, They Are a-Changin' | Sales, Storytelling, and Game Theory | Scoop.it
 With the emergence of the internet, customer behaviours have changed dramatically. This is true both in a B2C and a B2B environment.
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Rescooped by Jean-Marc Bellot from New Customer - Passenger Experience
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@IBM reveals its top 5 innovation predictions for the next 5 years

@IBM reveals its top 5 innovation predictions for the next 5 years | Sales, Storytelling, and Game Theory | Scoop.it
IBM's predictions all involve big data and using computing to glean intelligence from vast systems. We discuss them with IBM's research boss.

Via Eric_Determined / Eric Silverstein
Jean-Marc Bellot's insight:

Des prévisions qui vont à contre-courant du "tout technologique" dans lequel nous semblons nous jeter à corps perdus, dans un acte de "Schadenfreude" collectif que je ne comprends pas.

more...
Eric_Determined / Eric Silverstein's curator insight, December 17, 2013 1:15 PM

Ok, the poster image maybe goes a little far, but as you will see below, it is all about enhancing the customer experience through advance in technologies and #data.


In a nutshell, IBM says:


– The classroom will learn you.


– Buying local will beat online.


– Doctors will use your DNA to keep you well.


– A digital guardian will protect you online.


– The city will help you live in it.


Great insight, what are your thoughts?


Any other major trend you'd like to see in the next 5 years?



Hugo Loyola's curator insight, December 18, 2013 11:43 AM

Now, this would be innovation.

Arielle Monnerot-Dumaine's curator insight, January 28, 2014 6:19 AM

A lire absloment pour ne pas nous tromper de combat !

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Vendre !: Formation commerciale : ROI de 1218% en 1 an.

Vendre !: Formation commerciale : ROI de 1218% en 1 an. | Sales, Storytelling, and Game Theory | Scoop.it
Récemment, alors que je menais une action de prospection pour vendre une prestation CustomerCentric Selling(R) en Espagne, mon vis-à-vis me questionna sur les bénéfices typiques tirés par mes clients de la mise en place de cette méthodologie.
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