Expertiential Design
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Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
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Secrets of design leadership—from Stanley Wood of Spotify - InVision Blog

Secrets of design leadership—from Stanley Wood of Spotify - InVision Blog | Expertiential Design | Scoop.it
Stanley Wood shares what he learned from visiting 20 top companies in the software industry.
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Why We All Need Design Thinking

Why We All Need Design Thinking | Expertiential Design | Scoop.it

Rather than being a creative activity, problem-solving sessions for many businesses are nothing more than an exercise in analytics.


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AcrobaticDesigns's curator insight, July 26, 2016 12:35 AM
#DesignThinking: here creativity takes over problem solving, leads to innovation which could benefit customer in the long run.
Lee-ann Dias's curator insight, August 11, 2016 7:47 AM
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Aline Van Alsenoy's curator insight, May 6, 10:37 AM
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What The Best Brands Will Do in 2016!

What The Best Brands Will Do in 2016! | Expertiential Design | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, January 4, 2016 1:34 AM

What will you implement from the lessons shared by Andreas von der Heydt?


It's important for leaders to understand these new challenges and opportunities, then adapt their organization to better anticipate the demands and expectations of their customers, while empowering their employees with greater tools that will simplify their communication and service/product capabilities.


The more agile your organization becomes, the more responsive you can be to your customers.


Wishing everyone a safe and successful 2016!

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How Successful Companies Create Emotional Intelligence

How Successful Companies Create Emotional Intelligence | Expertiential Design | Scoop.it
Studies have shown that the most successful businesses are those who utilize emotional intelligence as part of their business practices.

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Emilia Moreno's curator insight, October 22, 2015 2:15 PM

La inteligencia emocional es esencial para trabajar en equipo y poder realizar cualquier proyecto

AZI Lydia's curator insight, October 23, 2015 5:44 AM

Cultures ands great feeling of Id in companies are the key of a good regulation integrations and control of situation with great contacts with the others...

Mathias meloen's curator insight, November 5, 2015 6:50 AM

IQ is not enough EQ is necessary to succed

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Embracing the rise of the technical CMO

Embracing the rise of the technical CMO | Expertiential Design | Scoop.it
Marketing is becoming one of the most technically complex functions in business today. So it comes as no surprise the requirements for the role of the CMO are evolving. Being “tech savvy” is no longer enough. The understanding of difficult marketing functions must be part of the CMO’s DNA. Creativity is vital too – but the best CMO’s embody a fusion of artistry and digital mastery.

Redefining the role of the CMO

It’s time to redefine the role of the CMO! The next generation should blur ...

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Eric_Determined / Eric Silverstein's curator insight, July 21, 2015 7:40 PM


Do you agree that standing still in today's environment will leave you in the dust of your forward thinking competitors?


Key areas addressed:

- Combine creativity and technology

- Understand data

- Company cohesion

- Multiple customer strategies


Gartner predicts that by 2017, CMOs will spend more on IT than CIOs. 67% of marketing departments plan to increase their spending on technology-related activities over the next two years. Gartner goes as far as redefining the title of the CMO to a Chief Marketing Technologist. Gartner claims the CMT’s role is to align marketing technology with business goals.


A technical CMO needs to filter the brand ethos into all departments, and right through the customer journey.


As Corrine Sklar, CMO @Bluewolf said, ‘Tomorrow’s CMOs are harnessing all available data across digital silos, giving their customers the intimacy they require and maximising each interaction.’


The new generation of CMO's must understand that all data is not created equal. From experience they know which indicators move the needle. Not all numbers matter.


The technical CMO will test which methods are most effective and then build strategies to improve on failures. #Omnichannel is the Holy Grail, where a brand can fluently communicate with customers across a host of devices and platforms.


The CMO is under more pressure than ever before to make brand-changing decisions and be the flag bearer for a brand’s technical revolution. The industry must embrace artistry and digital creativeness, and welcome the rise of the technical CMO.

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Customer Experience for the Future: Context is King!

Customer Experience for the Future: Context is King! | Expertiential Design | Scoop.it
Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” And as Dr. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.”  But how many …

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Eric_Determined / Eric Silverstein's curator insight, July 11, 2015 5:12 PM

If Content is King, Context is GOD - @Garyvee

 

As Dr. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the #customer or serve someone who does.”  But how many employees in your organization see their job this way? And how many managerial decisions respect these truths?

 

See the difference below:

 

1. “Every company needs an accounts receivable function, so my job is to receive payment as early and often as possible so our books look good.”

2. “As a corporate lawyer, my job is to protect the company from risks.”

3. “On the manufacturing line, my job is to produce product according to our deadlines.”

4. “In engineering, my job is to design products better and faster than our competitors do.”

5. “In marketing/sales/service, my job is to maximize revenue before month-end, every month.”

6. “In customer experience management, my job is to maximize our index (e.g. #NPS) scores.”

 

Breakdown the silos, Think of the synergies possible by creating a common rallying point for every job: we do our work so that customers will choose our company for their next purchases. If so, the new logic will be:


1. “Every customer needs to pay for what they buy, so my job in accounts receivable is to make that process as easy and nice as possible, helping customers want to pay our company.”

2. “As a corporate lawyer, my job is to help the company operate as smoothly as possible for customers’ long-term well-being.”

3. “On the manufacturing line, my job is to produce product that meets customers’ standards of quality and timeliness.”

4. “In engineering, my job is to design products that help customers achieve their goals through us better than through any other source.”

5. “In marketing/sales/service, my job is to sync my processes and communications to maximize customers’ inclination to buy more, and more often, from us.”

6. “In customer experience management, my job is to guide the company in preventing hassles for customers and in maximizing value to customers.”

Donn DeBoard's curator insight, July 13, 2015 10:17 PM

Great insights! Serving your customer by making every interaction and touch point easy and simple is key to building good relationships.

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Customer Experience Needs Vision

Customer Experience Needs Vision | Expertiential Design | Scoop.it
The challenge for organizations is to provide a customer experience that matches expectations in every channel and keeps customers coming back.

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Joe Cardilino's curator insight, June 4, 2015 1:26 PM

Right, how many people on the team can deliver on the promise so elegantly painted by the media technologists with beautiful graphics, box stock and replicated with today's interfaces???  It's always about us though... 

 

#iknojo

Sue Walsh's curator insight, June 4, 2015 7:48 PM

Love this simple diagram. It always amazes me that when an organisation becomes inward thinking and thinks it know best, product information is confusing and complex ... and does not meet customer needs/expectations/desires.

Romain MAZUIR's curator insight, June 10, 2015 5:34 PM

CX mantra ? #H2MWP

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5 disciplines of customer experience leaders

5 disciplines of customer experience leaders | Expertiential Design | Scoop.it
Designing experiences that consistently impress and stand out from the crowd remains a difficult endeavor, and companies often falter after an initial burst of energy. By addressing five key questions, customer experience leaders develop the capabilities to make the design process more effective and more repeatable for new products or new markets.

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Eric_Determined / Eric Silverstein's curator insight, April 24, 2015 7:57 PM

As you look to improve your #customer #experience, make sure you address each question thoroughly:


1. What do we want to stand for in the eyes of our customers?

2. Which handful of actions will generate the most impact with our target customers?

3. How can we use customer feedback to promote learning and behavior change among employees?

4. When we put ourselves in the customer's shoes, what aspects of the experience need to change?

5. How can we anticipate and mitigate the risks, in order to sustain the changes?


Leadership need to have those questions answered:


1. Which groups are the most critical in order to carry out the required changes?

2. How can we equip each group for success?

3. Who can best support and influence the groups?


Share a recent experience within your company undergoing such changes.

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Why Simplicity May Be the Secret to #Brand Success

Why Simplicity May Be the Secret to #Brand Success | Expertiential Design | Scoop.it
We live in an era of boundless choices, rapid innovation, and all-important peer recommendations.

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Eric_Determined / Eric Silverstein's curator insight, March 31, 2015 2:49 AM

As Richard Branson said: "Complexity is your enemy! Any fool can make something complicated. It is hard to make something simple".


As #Mobile becomes the most personal channel for many of your customers, and Margaret highlights the importance of peer recommendations, how are you making it easier for your customers to #engage?

Patrick Findlay's curator insight, March 31, 2015 4:15 AM

Keep it simple, that's the name of the game.

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5 #Mobile #Customer #Experience Lessons From 2015 @SXSW

5 #Mobile #Customer #Experience Lessons From 2015 @SXSW | Expertiential Design | Scoop.it
Mobile was the main topic of SXSW: here are 5 mobile customer experience lessons we can take away from this 2015 edition.

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CIM Academy's curator insight, March 30, 2015 5:49 AM

Improving the customer experience of mobile marketing is important and this article highlights some important lessons.

Jean-Marie Grange's curator insight, March 31, 2015 2:40 PM

"If you don’t establish your online and mobile presence, someone else will do it for you. At your peril."

Nedko Aldev's curator insight, April 27, 2015 6:04 AM

 

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10 #Customer #Experience Quotes To Improve #Engagement

10 #Customer #Experience Quotes To Improve #Engagement | Expertiential Design | Scoop.it
"Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves." Apple’s mission through the very words of its mastermind Steve Jobs. Some of the most successful companies have one thing in common – they offer an amazing customer experience. If you’re working on improving your strategy, get inspired by these eye-opening customer experience quotes, to help you foster client engagement.What Steve Jobs is teaching us is that the

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Bharat Employment's curator insight, February 12, 2015 11:45 PM

http://www.bharatemployment.com/

sharon lewis's curator insight, February 15, 2015 1:20 PM

Some quotes not before seen, all reinforcing the message of "the customer rules!"

Enjoy

Arielle Monnerot-Dumaine's curator insight, February 16, 2015 12:30 PM

Difficile de choisir ! Et vous ?

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In #CX, you must accelerate, match or outpace the speed of market transformation

In #CX, you must accelerate, match or outpace the speed of market transformation | Expertiential Design | Scoop.it

cellist book from Mr Solis...The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, marketing, and support models.
Social, mobile, and real-time each contribute to a new reality for customer experiences and engagement.


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Michael Allenberg's insight:

Excellent book from Solis... #innovateorDie

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Eric_Determined / Eric Silverstein's curator insight, November 25, 2014 11:31 PM

As @BrianSolis rightfully points out:


"The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. #Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, #marketing, and support models.

#Social, #mobile, and real-time each contribute to a new reality for #customer #experiences and #engagement."


Will your company be ready for the customer of tomorrow?

Darcy Bevelacqua's curator insight, November 26, 2014 4:43 PM

Customers are more connected, informed and empowered than ever. Keeping up with the pace of change is geting more difficult. What are you doing to prepare for tomorrow? 

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Does your #Mobile Strategy match your #Customer behavior?

Does your #Mobile Strategy match your #Customer behavior? | Expertiential Design | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, October 28, 2014 1:57 AM

@Forrester report states that only 59% of marketers understand their customers #mobile usage and attitudes.


What do you attribute to be the cause for this lack of understanding?


Is it the need for more advanced #analytics tools to understand customers’ actions so the experience can be optimized?


You should start with a clear customer journey map, in order to define the different touch points and how your customer engages at each point through his/her journey with your brand.

 

Share a recent positive mobile experience or a negative one.


Looking forward to your stories!

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Is Customer experience a reflection of employee engagement?

Is Customer experience a reflection of employee engagement? | Expertiential Design | 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, 2016 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!

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Simplicity ≠ Simplistic

Simplicity ≠ Simplistic | Expertiential Design | Scoop.it
Simplicity is not a starting point, neither is it a destination, it is a continuous iterative process.

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Eric_Determined / Eric Silverstein's curator insight, January 13, 2016 12:17 AM

The Laws of Simplicity: 

  1. The First Law: The opposite of Simplicity is not Complexity but Confusion. 
  2. The Second Law: The path to Simplicity is through Complexity.
  3. The Third Law: Complexity is never eliminated but can only be reduced or concealed. 
  4. The Fourth Law: Simplicity is achieved by finding the right balance between usability and usefulness.


Amrita says it best: "Simplicity is not a starting point, neither is it a destination, it is a continuous iterative process" - Do you agree?

Efficienarta's curator insight, January 13, 2016 8:06 AM

An economic consulting firm that I used to work for made a brand promise of "Unravelling complexity. Revealing simplicity". This served as a very powerful driver of our internal behaviour - from the structuring of spreadsheet workbooks to the construction of arguments for use in court, in front of the European Commission etc. My sense is that in many organisations, the people in the middle of the hierarchy honesty believe that complexity is good - perhaps partly because they have a belief that managing such complexity provides them with more job opportunities .....

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Disruption As Usual

Disruption As Usual | Expertiential Design | Scoop.it
Disruption.  Constant change.  Relentless innovation.  When was the last time you spent even an hour of your working day free from addressing these issues? This is not your father’s business environment. But is the role of the executive really so ...

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Eric_Determined / Eric Silverstein's curator insight, December 3, 2015 1:28 AM

"When change is this omnipresent and unstoppable, we who live through it don’t get a vote.  Seriously.  We adapt, or we retire early.  That’s reality.

 

Customers are talking to each other: about us, our competitors, our industry, what they wish we’d do for them; often, we’re not even aware of these conversations.  Marketing, PR, and Investor Relations aren’t invited to the party.

 

After all, how we connect, on what platform, isn’t really that consequential at all.  The magic is in the connection.  Go social yourself.  Embrace transparency.  Let go of control.  Act small, even if you’re huge.  And OPEN up to the power of your internal and external network.  Do that, and the future is yours for the taking!"


Are you seeing this shift happening within your executive team? Are they embracing it, or resisting change?

Marketing Leap's curator insight, December 3, 2015 4:42 PM


Social media itself – especially the media part of it – is nothing more than a catalyst.  MySpace, Facebook, LinkedIn, Twitter, Instagram, Snapchat, Whatsapp…  The platform will change and change again, but the basic conditions will not: people are now talking to each other, and circumventing leaders, on a scale never before imaginable.Customers are talking to each other: about us, our competitors, our industry, what they wish we’d do for them; often, we’re not even aware of these conversations.  Marketing, PR, and Investor Relations aren’t invited to the party.After all, how we connect, on what platform, isn’t really that consequential at all.  The magic is in the connection.  Go social yourself.  Embrace transparency.  Let go of control.  Act small, even if you’re huge.  And OPEN up to the power of your internal and external network.  Do that, and the future is yours for the taking!

Marcelo Sotaminga's curator insight, December 4, 2015 10:15 AM

Estamos adoptando el cambio...?? #Disrupción #Innovación

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The 5 Deadly Sins Against Customer-Centric Innovation

The 5 Deadly Sins Against Customer-Centric Innovation | Expertiential Design | Scoop.it
It’s no surprise when I hear that many business leaders believe they are investing in innovation. The real surprise, perhaps,  is how those investments are not paying off. Traditional organizational culture has a tendency not only to create a sub par environment for customer-centric innovation, but to completely discourage innovative thinking altogether.Here are 5 ways your company may be destroying innovative ideas before they have a chance to be considered.1. Focusing too much on the productOn

Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

"Nobody loves your brand enough to stay with you when someone else is offering an experience that makes more sense for the way they are living right now."

 

Jeannie Walters highlights 5 key areas that will impair your brand's ability to adapt and innovate.

 

 

 

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Kurt Lohmann's curator insight, August 6, 2015 6:45 PM

"Nobody loves your brand enough to stay with you when someone else is offering an experience that makes more sense for the way they are living right now."

 

Jeannie Walters highlights 5 key areas that will impair your brand's ability to adapt and innovate.

 

 

 

ERBRAINS MICROSOFT DYNAMICS's curator insight, August 7, 2015 12:55 AM

"Nobody loves your brand enough to stay with you when someone else is offering an experience that makes more sense for the way they are living right now."

 

Jeannie Walters highlights 5 key areas that will impair your brand's ability to adapt and innovate.

 

 

 

Darcy Bevelacqua's curator insight, August 7, 2015 5:33 PM

You can't offer the right experience every time-you must keep innovating. Most cultures make this difficult. REad the article to find out how your company may be working against innovation. 


 

 

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Always Be Curious

Always Be Curious | Expertiential Design | Scoop.it
Remember when your kids were little and they asked a zillion questions? What? Why? How? When? It’s amazing how direct and focused (and persistent) children can be when they’re learning about their environment. Their curiosity is insatiable, and this is a good thing! In fact, I think children have a lot to teach us when we’re building business relationships and learning about our business environments. We need to be more curious—ask more questions—be more persistent. We tend to be more introspect

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Gary Williams's curator insight, July 16, 2015 4:19 AM

Curiosity is one of the most important traits of all good salespeople. Be interested before trying to be interesting!

Andria Younger's curator insight, July 16, 2015 9:51 AM

As a mom of a 6 yrs old and to those who have children, I know you can totally relate to this.  

Dr Jody L Roubanis's curator insight, July 16, 2015 4:00 PM

Having inquisitive friends helps us keep that curious perspective and interest in always learning.

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Customer Experience for the Future: 5 Keys

Customer Experience for the Future: 5 Keys | Expertiential Design | Scoop.it
every job has a stewardship to customers’ well-being. If not, why fund it?

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Eric_Determined / Eric Silverstein's curator insight, July 11, 2015 4:48 PM

Every job and function in your organization has a stewardship to customers’ well-being. If not, why fund it? 

 

Lynn shares 5 key areas to #customer #experience future:


1. Context

2. Outside-In

3. Patterns

4. Collaboration

5. Momentum


Tomorrow, more details on Context...

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Why Bad Customer Experiences Happen - #Infographic

Why Bad Customer Experiences Happen - #Infographic | Expertiential Design | Scoop.it
It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings.

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Darcy Bevelacqua's curator insight, May 19, 2015 9:37 AM

A great customer experience is dependent on understanding the customer needs and responding quickly to solve problems. Every organization has some bad customer experiences -take care of them and customers will forgive you and stay around. 

Créneau tourisme de villégiature 4 saisons's curator insight, May 19, 2015 10:12 AM

Ces résultats démontrent encore une fois l'importance d'un bon service à la clientèle, notamment de répondre bien et rapidement aux demandes des clients. Les avis en ligne sont de plus importants et les avis les plus longs sont associées à des clients insatisfaits. 

Sun Social SEO's curator insight, May 22, 2015 8:56 AM

Online reviews are one of the "Four Pillars" of digital presence.

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How Simple Questions Lead to Great Innovations

How Simple Questions Lead to Great Innovations | Expertiential Design | Scoop.it
There is a myth that successful companies begin with grandiose ambitions. The implication is that entrepreneurs should start with megalomaniac goals in order to succeed. To the contrary, my observation is that great companies began by wondering about simple things, and this leads to asking simple questions that beget companies:
Therefore, what? This question arises when you spot or predict a trend and wonder about its consequences. It works like this: “Everyone will have a smartphone with a came

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Eric_Determined / Eric Silverstein's curator insight, April 22, 2015 12:48 PM

If you had to come up with one keyword when it comes to #innovation, what would you use?


I would start with #Simplicity, share yours.


Sir Richard Branson: “Complexity is your enemy. Any fool can make something complicated. It is hard to keep things simple.”


#CX  In a #Mobile First world, continuous opportunities for improvement.

ProPM Canada's curator insight, April 28, 2015 10:47 AM

Hands-free, integrated car stereos, smart thermostats,...all responses to a need that were simple and logical.

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Continual Business Transformation Is A Must

Continual Business Transformation Is A Must | Expertiential Design | Scoop.it
That bias toward secrecy may stem from fear of failure, of confrontation with employees, or of bad press that could make problems worse. Yet secrecy itself tends to compound problems, often by ensuring that the employees isn’t involved or energized.

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Eric_Determined / Eric Silverstein's curator insight, March 27, 2015 12:09 AM

One thing you can be assured in life and in business is: Change


How many of you think change should happen in secret by upper management or involve open communication with employees?

Torben Rick shares his top 7 Change Management Infographics
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The #Digital Era's Biggest #Marketing Change - The Customer

The #Digital Era's Biggest #Marketing Change - The Customer | Expertiential Design | Scoop.it
The brand-centric approach of yesterday is quickly being replaced by customer-driven everything, where customers are dictating the style, quantity ...

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Eric_Determined / Eric Silverstein's curator insight, March 19, 2015 3:13 AM
1) Creating a compelling #customer #experience in the #cloud-first, #mobile-first era

2) Using big #data to walk a mile in the customers’ shoes


3) The #digital era’s version of from “the horse’s mouth”


"In the end, the key to obtaining a competitive advantage in the digital era is for enterprises to understand the preferences of their customers. In addition, businesses have to digitally transform their business by adopting the right devices and services in order to be able to respond quickly to changing client demands as well as the disruption unleashed by innovative competitors.


Doing so will put businesses on a course to achieving success in the new customer-centric reality, as they will learn more about their customers, deliver the experiences that today’s smart shoppers demand, and get more involved with the new forms of communication that consumers favour.


Ultimately, businesses will be able to personalise the customer experience, differentiating their brands, and most importantly build customer #loyalty in the digital age."



Patrick Findlay's curator insight, March 19, 2015 4:29 AM

A quick guide to better use your digital marketing to match your customers needs. Be relevant!

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5 steps to integrated #customer #experience

5 steps to integrated #customer #experience | Expertiential Design | Scoop.it
How to integrate customer experience into every facet of your brands's day-to-day operations.

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Eric_Determined / Eric Silverstein's curator insight, December 2, 2014 2:10 AM

5 steps:


1) Define #customer #experience

2) Map the #customer #journey

3) Connect the journey with the experience

4) Create a ‘playbook’

5) Continuous Learning, Feedback & Improvement


This last step is key to your long term success: "continuously assess, improve and change the strategies to keep the ‘playbook’ up to date.


Enhancing customer experience is not a one-time exercise, or necessarily a big project with infinite #ROI, it is a continuous journey and one which evolves constantly to keep up to date with new developments in #technology, #analytics and customer habits.


Every interaction with a customer, no matter how small, should be consistently monitored, and companies should make sure they are always ‘connecting the dots’ in order to build an evolving system that improves with each encounter. "


The Zappos "Deliver Happiness" philosophy is not only focused on customers, but employees too. 


Which other companies do you feel connect well across all channels and offer positive customer experience throughout your customer journey?

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The #Customer #Experience Lessons @Ford

The #Customer #Experience Lessons @Ford | Expertiential Design | Scoop.it
Ford Motor Company took home a silver award in the Customer-Centric Culture category at the inaugural Loyalty360 CX Awards unveiled at the 4th Annual Loyalty360 Engagement & Experience Expo this week in Dallas, TX.
Andrew Ashman, Lincoln Client Experience Manager, Ford Motor Company sat down with Loyalty360 to discuss his company’s fervent push toward a comprehensive customer-centric culture.

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Michael Allenberg's insight:

This says it all!

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Eric_Determined / Eric Silverstein's curator insight, November 14, 2014 3:20 AM

It's great to see a large company like @Ford understanding the importance to adapt the business and respond to the needs of its customers.


- It's start with the right Culture


- Incorporating customers and suppliers input within all strategic decisions


- Empowering employees to delight customers


- Nurture and build strong relationships to drive loyalty.


If you recently purchased or leased a vehicle via Ford or any other car manufacturers, share your experience...