Expertiential Design
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Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
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6 Pillars B2B Customer Experience

6 Pillars B2B Customer Experience | Expertiential Design | 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.

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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
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Performance minus Expectations = Satisfaction

Performance minus Expectations = Satisfaction | Expertiential Design | 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

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Strategy and the Business Model

Strategy and the Business Model | Expertiential Design | Scoop.it

Is it true that you like the 9-boxes Business Model Canvas (BMC)? So did I. But then I've tried to use it in the practice of Strategy Management and I've realized that, for this purpose, it's rather useless, or even toxic. So, I went from liking it to a complete dislike, once the veil of widespread marveled adulation for the nine boxes has raised from my eyes. This article is about how did this happen and about how should the Business Model be presented, for using such representation as a Strategy tool.


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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, 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 mature is your omni-channel content strategy?

How mature is your omni-channel content strategy? | Expertiential Design | Scoop.it
Customer experience is becoming more relevant than ever and involves people interacting with physical and digital channels in which content place a crucial role. But how mature is the content strategy of organizations for this new landscape?

Via Mario K. Sakata
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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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Customer Experience Design: 3 essential skills

Customer Experience Design: 3 essential skills | Expertiential Design | Scoop.it
  One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as ‘Experience Improvement & Design’. To become a Certified Customer Experience Professional (CCXP), you would need to have knowledge of the following: Design thinking and customer co-creation approaches Process improvement methodologies …

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Eric_Determined / Eric Silverstein's curator insight, October 29, 2015 12:50 AM

3 essential #CX design skills:


Empathy:

 

In the design process empathy is the ability of taking the perspective of the customer and feeling with them as they experience services.

 

Insight:

 

Arriving at insights is a creative process that combines empathic observations (I saw this) with the experience (I know this) of the designers.

 

Prototyping:

 

Prototypes are visualised service proposals that make their value concrete in a form or another.


Apple stores are a perfect example. Which other brands are capitalizing on customer experience design recently?

Darcy Bevelacqua's curator insight, October 29, 2015 11:19 AM

Customer Experience is really understanding things from your customer's point of view. Not only what they do, but why they do it. understanding requires empathy, insights ( knowing why and why not and what else), and prototyping. The prototyping lets you confirm that what you think you are fixing is actually what the customer wanted and doesn't reflect how the organization thinks the customer would want things to be done. 

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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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The 7 Essentials of Customer Experience

The fundamental tenets of great customer experiences are comprised of these 7 essentials components. This presentation summarises a new model for measuring and…

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Michael Allenberg's insight:

From this 2011 slide show, where do you stand on the essentials:

 

1. Predictable

2. Efficient

3. Convenient

4. Personality

5. Personal

6. Advocacy

7. Affirmation

 

CES (Customer Effort Score) outperforms NPS and Customer Satisfaction measures in predicting behavior, do you agree?

 

We certainly see today a key driver in providing frictionless experiences.

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Eric_Determined / Eric Silverstein's curator insight, July 24, 2015 1:07 PM

From this 2011 slide show, where do you stand on the essentials:


1. Predictable

2. Efficient

3. Convenient

4. Personality

5. Personal

6. Advocacy

7. Affirmation


CES (Customer Effort Score) outperforms NPS and Customer Satisfaction measures in predicting behavior, do you agree?


We certainly see today a key driver in providing frictionless experiences.

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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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What’s Your Customer Experience Strategy?

What’s Your Customer Experience Strategy? | Expertiential Design | Scoop.it
Image courtesy of AnnaRachel1 What is a customer experience strategy? Have you laid the groundwork for a successful execution? Let’s start by defining “customer experience strategy.”…

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Romain MAZUIR's curator insight, July 6, 2015 4:46 PM

What’s Your Customer Experience Strategy? #H2MWP

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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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What Motivates Your Customers?

What Motivates Your Customers? | Expertiential Design | Scoop.it
Here's what two New York City bagel shops sitting 200 feet apart can teach you about customer loyalty.

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Eric_Determined / Eric Silverstein's curator insight, April 15, 2:54 AM

"Ask any entrepreneur and they'll probably tell you it’s getting harder to forge meaningful relationships with customers, as choices for just about everything multiply. That makes the little anomalies—products that elicit real emotions—really important.

 

People think they want choices. They don't. Choices increase anxiety, do you agree?

 

Your customer’s current process will be unique. Understanding it and building a product that works hand in hand with what they do already is crucial.

 

Then, you want to frame the conversation in a way that allows your customers to easily opt into whatever you’re building. Help them skip to the bottom of that funnel they want no part of going through."

 

Brian, does this mean you will recommend for Stemless to work with Black Seed for easy pickup at their favorite coffee and bagel place... :)

Mike Donahue's curator insight, April 15, 9:49 AM
A good article that shows how easy it is to be wrong about why people are choosing your brand, and how that can leave you wondering how you lost your customers.
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Get Personal, It's Business!

Get Personal, It's Business! | Expertiential Design | Scoop.it
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with

Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

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Samuel Pavin's curator insight, March 10, 1:23 AM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

ismokuhanen's curator insight, March 22, 7:57 PM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

Antonio Ormachea's curator insight, March 28, 11:03 AM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

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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, 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, 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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What will your Customer Experience look like in 2016?

What will your Customer Experience look like in 2016? | Expertiential Design | 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

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3 Ways Empathy leads to a Killer Strategy

3 Ways Empathy leads to a Killer Strategy | Expertiential Design | Scoop.it
I'm sure by now you've heard about Facebook CEO Mark Zuckerberg's announcement that the company is creating a dislike button, or something similar. Sure, I'm curious to know what it's going to look like, whether people will use it and how.

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Eric_Determined / Eric Silverstein's curator insight, December 7, 2015 10:24 PM

"Feeling what your audience feels is the ultimate insight" - @waltbarron

 

1. Kill the persona, embrace the person

2. Study them. Then be them

3. Be vulnerable


A great example is @undercover_cbs #undercoverboss show to see the above in action.

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Digital Marketing Predictions for 2016

Digital Marketing Predictions for 2016 | Expertiential Design | Scoop.it
When your audience is able to see you, hear you, and connect with your message they form a sense of trust with your brand at a faster rate.

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Eric_Determined / Eric Silverstein's curator insight, November 28, 2015 3:11 AM

13 Digital Marketing Experts share their views on where you should focus your resources and attention for 2016.


One area clearly represented: Video


 Sue B Zimmerman clearly defines the advantage: "When your audience is able to see you, hear you, and connect with your message, they form a sense of trust with your brand at a faster rate".


Make sure you have a clear strategy, and develop content that fits the format and platform your customers will expect.


I like Ian Cleary's focus: PRISM


P for People

R for Relationship

I for Inbound

S for Subscribers & Social targeting

M for Monetization


What other trends are you anticipating for 2016?

When your audience is able to see you, hear you, and connect with your message they form a sense of trust with your brand at a faster rate. - See more at: http://www.socialmediatoday.com/social-business/13-digital-marketing-experts-make-bold-predictions-2016#sthash.V7kfdxmv.dpuf
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The Sacred Cow of Products

The Sacred Cow of Products | Expertiential Design | Scoop.it
If you’ve been around digital products long enough, and especially the consumer space, you will hear people lambaste about the things in said product that are “forever”. The things that you can never...

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Eric_Determined / Eric Silverstein's curator insight, September 9, 2015 8:01 PM

Your users should be at the core of what you do!


"What actually matters is the people. It’s the users. You can rebuild a product, but you can’t copy the users. And without the users you can’t make money."


Don't take your power users for granted, nurture their advocacy.


What changes would make you switch brand or social platform ?

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Strategy versus Design Thinking

Strategy versus Design Thinking | Expertiential Design | Scoop.it
Underthinking is as just bad as Overthinking

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Mike Donahue's curator insight, August 3, 2015 10:13 AM

The one key take away here the need for "strategic action." Well thought out article that looks at the strengths and weaknesses of both strategic vs design thinking and how to leverage the best of both. It's not a true this vs that article which I usually hate. It recommends when to use one or the other as well as ideas to combine aspects of each for maximum effect.

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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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Should you promote the benefit of your brand or the feature?

Should you promote the benefit of your brand or the feature? | Expertiential Design | Scoop.it
A product benefit is an abstract claim that might not resonate with a consumer, writes Al Ries. A killer product feature, on the other hand, is gold.

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Eric_Determined / Eric Silverstein's curator insight, July 2, 2015 9:13 PM

Should you promote the benefit of your brand or the feature?

As Ted Levitt said, "People don't want a quarter-inch drill. They want a quarter-inch hole."

Al Ries shares great examples across multiple brands, from BMW to Burger King, Dove to Geox shoes.

You need to be memorable and establish the right emotional connection.

With visuals worth a thousand words, which brand does it well, or poorly?


The best customer experience is about removing all frictions and making it easy for customers. Should brand messaging be simplified? As Al Ries recommends, "bring your ideas down to earth".

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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. 

Maurice Couture'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.