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Scoop.it!
In a previous post I discussed the four steps involved in setting up and managing customer relationships, or what Martha Rogers and I call the the I-D-I-C process: Via Eric_Determined / Eric Silverstein 
Scoop.it!
It’s totally December. How did that happen? Here we are again at the end of a year, looking back at the highs, lows and in-betweens. It was a good year for customer experience, in my opinion. Via Eric_Determined / Eric Silverstein
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?
Scoop.it!
With the collaborative economy pushing businesses into the next phase of social business, executives must learn how to motivate, encourage and lead employees [and customers too] in a way that adds value to everyone involved in the collaborative work environment. Employees and customers are collaborating on products, services and content more than ever before. In preparation for the collaborative economy, consider what role do executives play in fostering a collaborative environment when employees and customers can receive what they need from each other?
Via jean lievens
Rikke Bräuner's curator insight,
December 6, 2013 5:31 AM
Easy to illustrate, more difficult to live. Start with yourself and support diverse team members in collaborating, sharing info, believing in own ideas and come forward with them, participate and feel responsible in brainstorming and taking on team responsibility and be willing to change how they work. Discuss with your teams how they individually can come forward in these areas in their own individual way. 
Monica Ambrosini's curator insight,
December 6, 2013 1:13 PM
Despite a bit too simple it's a concise and effective snapshot.. |
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Increasing focus is being placed on building a customer responsive memorable expereince - for the right reasons. Often this means a total review of the customer value cain but starting 'outside in' not 'inside out'!
Que tipo de experiência você consegue prover a seus clientes?