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Service-Dominant Logic in a Nutshell

Service-Dominant Logic in a Nutshell | Services Leadership Digest | Scoop.it

By Robert F. Lusch There is no other Business than a Service Business ...

CSL's insight:

What is the job that the customer hires the firm's offering, tangible or not, to do for them? Such thinking is a key to innovating in a way which is meaningful and relevant to your customers. 

 

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Hoffman's Hot Seat: Location, Location, Location: Making Use of Location-based Intelligence - Think customers: The 1to1 Blog

Hoffman's Hot Seat: Location, Location, Location: Making Use of Location-based Intelligence - Think customers: The 1to1 Blog | Services Leadership Digest | Scoop.it

1to1 Media's Tom Hoffman speaks with James Buckley, Senior Vice President and General Manager of Customer Data and Location Intelligence at Pitney Bowes Software, regarding opportunities for using location-based intelligence in retail, healthcare, and other industries

See more at: http://ow.ly/zZ2Jd

CSL's insight:

Very interesting interview discussing how location analytics can be used to optimize consumer experience by providing more context about your customers.

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How Valuable Are Your Customers?

How Valuable Are Your Customers? | Services Leadership Digest | Scoop.it

"Not all customers are created equal. If you’ve ever run a business (or even just been a customer yourself), then you know that some customers provide more revenue (and incur fewer costs) than others. Figuring out which to focus on and invest in is critical if you want to maximize your profit."

CSL's insight:

Great interactive tool illustrating how CLV works.

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Demystifying The Black Box – How To Design, Manage, And Measure The Most Profitable Customer Experience (CX) Strategies

Demystifying The Black Box – How To Design, Manage, And Measure The Most Profitable Customer Experience (CX) Strategies | Services Leadership Digest | Scoop.it
By Phil Klaus CX blogs, consultants, programs, workshops, conferences, indexes, frameworks, awards, summits, metrics, NPS – CX is everywhere and widely considered the next competitive battleground....
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Social media undervalued in customer service

Social media undervalued in customer service | Services Leadership Digest | Scoop.it

How do consumers want to talk to their health plans? By any means possible, please, and right now.

In an increasingly mobile, consumer-driven world, payers have to understand that they're at the mercy of their members, and not the other way around, said Amit Shankardass, vice president of marketing for the Teleperformance Group, an international provider of multichannel customer experience management solutions.

"The healthcare marketplace is changing. We're seeing more and more of a demand-driven consumer engagement environment," he said. "And payers have to adapt to that."

 


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How Customer Participation in B2B Peer-to-Peer Problem Solving Communities Influences the Need for Traditional Customer Service

How Customer Participation in B2B Peer-to-Peer Problem Solving Communities Influences the Need for Traditional Customer Service | Services Leadership Digest | Scoop.it
By Sterling Bone Can peer-to-peer interactions in a customer support community reduce the need for one-on-one traditional customer support service? New research sponsored by Arizona State’s Center ...
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How M2M Can Enhance the Customer Experience in Field Service - Business 2 Community

How M2M Can Enhance the Customer Experience in Field Service - Business 2 Community | Services Leadership Digest | Scoop.it
How M2M Can Enhance the Customer Experience in Field Service Business 2 Community The increased integration of machine to machine (M2M) technology is providing the field service industry excellent opportunities to offer new services and increase...
CSL's insight:

"the added intelligence M2M generates for top-performing organizations “results in faster issue resolution, less downtime, and added customer value.” And satisfied customers are the key to recurring revenue streams and positive referrals."

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Understanding the services revolution | McKinsey & Company

Understanding the services revolution | McKinsey & Company | Services Leadership Digest | Scoop.it
Digitization has finally brought disruptive innovation to the services sector. In this interview, McKinsey’s Travis Fagan explains how customers are driving change. A McKinsey & Company article.
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Digitizing the consumer decision journey | McKinsey & Company

Digitizing the consumer decision journey | McKinsey & Company | Services Leadership Digest | Scoop.it
In a world where physical and virtual environments are rapidly converging, companies need to meet customer needs anytime, anywhere. Here’s how. A McKinsey & Company article.
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MediaPost Publications Enhancing Marketing Effectiveness Through Healthcare Service Design 05/30/2014

MediaPost Publications Enhancing Marketing Effectiveness Through Healthcare Service Design 05/30/2014 | Services Leadership Digest | Scoop.it

"The emerging discipline of service design is rooted in a new understanding: there is no such thing as isolated interactions between users, brand and the contexts in which the brand appears...Service design is about brand owners and marketers building a whole picture view and using it to create more valuable service experiences for customers. It’s set to be a major force in healthcare, and in practical terms it can be envisaged in four stages."

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Customer Experience Intelligence Inspires Innovation | CustomerThink

Customer Experience Intelligence Inspires Innovation | CustomerThink | Services Leadership Digest | Scoop.it
CSL's insight:

Customer Experience Intelligence can give your company a unifying perspective and a more holistic approach to marketing and managing services.

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Usage data and customer success tracking: 3 traps to avoid

Usage data can be invaluable for tracking customer success and tracking customers for life. But as Matthew Shanahan writes, there are three common traps you need to avoid when interpreting usage data.
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5 cultural reasons marketers fail to keep up with consumers

5 cultural reasons marketers fail to keep up with consumers | Services Leadership Digest | Scoop.it

"Consumers are becoming channel-agnostic. They are effortlessly switching from one channel to the other. The road to purchase consists of a multitude of touchpoints across a maze of channels, media and relationships. Can marketers still keep up with consumers and, if not, why can’t they?"

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The Blossoming Relationship Between Marketing and Engagement in the New Customer Journey

The Blossoming Relationship Between Marketing and Engagement in the New Customer Journey | Services Leadership Digest | Scoop.it
It’s clear to those of us who live at the intersection of technology and customer relationships that customers have radically changed the way they interact with brands. Traditional CRM tools are no longer sufficient because it’s not about managing customer relationships anymore—it’s about creating and optimizing engagement across a vast [...]
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Dell finds happy marriage of customer experience and sales enablement | CustomerThink

Dell finds happy marriage of customer experience and sales enablement | CustomerThink | Services Leadership Digest | Scoop.it

To succeed, Dangerfield says “the customer has to be integrated into everything we do.” That means including their customer experience plan into their business plan, not treating it a separate initiative. Sales leaders must walk the CX talk every day.

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Why Customer Engagement Matters So Much Now

Why Customer Engagement Matters So Much Now | Services Leadership Digest | Scoop.it
Wary consumers will give more money to the businesses they feel emotionally connected to -- while ignoring, or even opposing, those that provide them no value.
CSL's insight:

"Gallup data reveal that a customer who is fully engaged represents an average 23% premium in terms of share of wallet, profitability, revenue, and relationship growth compared with the average customer. In stark contrast, an actively disengaged customer represents a 13% discount in those same measures."

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Customer service trends - are you being served? - Marketing Week

Customer service trends - are you being served? - Marketing Week | Services Leadership Digest | Scoop.it
Customer service trends - are you being served?
Marketing Week
The study by Engine Service Design finds that most people (56 per cent) want services from brands to be open and honest, meaning they are 'clear, trustworthy and nothing is hidden'.

Via Fred Zimny
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What Kind Of Customer Experience Are Millennials (Gen-Y) Looking For?

What Kind Of Customer Experience Are Millennials (Gen-Y) Looking For? | Services Leadership Digest | Scoop.it
What kind of customer experience (CX) are millennials (Gen-Y) looking for? Thoughts from Barak Eilam, CEO of NICE Systems and Corey Gale, Director of Marketing for Micros (just acquired by Oracle).
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Transform Customer Experience By Rethinking Your Ecosystem | UX Magazine

Transform Customer Experience By Rethinking Your Ecosystem | UX Magazine | Services Leadership Digest | Scoop.it
Transform Customer Experience By Rethinking Your Ecosystem http://t.co/qbNRGEulvt

Via Fred Zimny
CSL's insight:

In his article published in UX Mag Online, Rick Parrish discusses the importance of transforming a business' ecosystem, "the web of relations among all aspects of a company... that determine  the quality of the customer experience," in improving CX. 

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How to Turn Customer Service Into a Profit Center

How to Turn Customer Service Into a Profit Center | Services Leadership Digest | Scoop.it
'The Producers' profited from an idea that was supposed to lose money. Most companies are happy if their call centers produce zero margins. It doesn't have to be that way.
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Customer Service Should Make Promises -- And Then Beat Them

Customer Service Should Make Promises -- And Then Beat Them | Services Leadership Digest | Scoop.it
Too often do firms not deliver or to meet their own promises. This is a dangerous strategy as human beings react “disproportionately to losses in comparison to gains.”
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The challenges of customer lifetime value | Analysis | Marketing Week

The challenges of customer lifetime value | Analysis | Marketing Week | Services Leadership Digest | Scoop.it
Working in silos and managing multichannel are stopping brands from realising the full value of a customer over time.
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9 Ways Retail Will Radically Change In The Near Future

9 Ways Retail Will Radically Change In The Near Future | Services Leadership Digest | Scoop.it

"After years of showrooming and online retail commanding more attention along with emerging technology like iBeacons and immersive personalized mobile experiences, the data-driven shopping experience is set to land inside brick-and-mortar stores. The lines between the physical and digital worlds are blurring, and the ease, convenience and excitement previously reserved for online shopping will soon be pillars of tomorrow’s shops."

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Service design is revolutionising retail | Trends | Marketing Week

Service design is revolutionising retail | Trends | Marketing Week | Services Leadership Digest | Scoop.it
From stadium-style sportswear shops to user-friendly currency exchanges at heathrow’s new terminal 2, service design is redefining the way marketers look at retail.
CSL's insight:

Excellent examples of using innovative service design to create great customer experience.

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Digital Self Service | The Results Are in: Efficiency Tops Personalization

Digital Self Service | The Results Are in: Efficiency Tops Personalization | Services Leadership Digest | Scoop.it
A new Google survey points to how most consumers value efficiency over personalization when contacting companies for support.
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