Driving Customer Centric Change
9 views | +0 today
Follow
Your new post is loading...
Your new post is loading...
Scooped by dunnhumbyUSAOE
Scoop.it!

Atul Gawande: How Do Good Ideas Spread?

Atul Gawande: How Do Good Ideas Spread? | Driving Customer Centric Change | Scoop.it
In the era of the iPhone, Facebook, and Twitter, we want frictionless, “turnkey” solutions to the major difficulties of the world. We prefer instructional videos to teachers, drones to troops, incentives to institutions.
dunnhumbyUSAOE's insight:

This is an article about how ideas spread that I found a couple of months ago. What really stuck out to me was the author's assertion that difficult changes took place because personal relationships were formed and people trusted those that were trying to get them to change their behavior.  I have kept this idea in mind as I think about how best to drive adoption of customer data through Macy's.

more...
No comment yet.
Scooped by dunnhumbyUSAOE
Scoop.it!

Using Customer Journey Maps to Improve Customer Experience

Using Customer Journey Maps to Improve Customer Experience | Driving Customer Centric Change | Scoop.it
Following on the first article on defining customer experience, this second installment looks at the first essential step of improving the experience you deliver, which is mapping out your customer journey.
dunnhumbyUSAOE's insight:

there are also a couple of pay for articles on here that may be something we want to buy if we are going to targer customer journey maps

more...
No comment yet.
Scooped by dunnhumbyUSAOE
Scoop.it!

The Courage to Build Trust

The Courage to Build Trust | Driving Customer Centric Change | Scoop.it
Thoughts on how leaders can build more trust in the workplace – and the courage that is required.
dunnhumbyUSAOE's insight:

Quick read on changing how we think about trust.  Sometimes you need to be the first one to trust.

more...
No comment yet.
Scooped by dunnhumbyUSAOE
Scoop.it!

Leveraging "secret" agents

dunnhumbyUSAOE's insight:

How can we best leverage advocates within the organizations we are working with to drive Customer Centric change?

more...
dunnhumbyUSAOE's comment, March 22, 2013 9:47 AM
One of my favorite parts of this article is their definition of change management: Bridging the gap between what is happening and what is possible is what change management is all about. Even though it is a rather old case study - I think there are some interesting challenges to us as change managers to try out....
Scooped by dunnhumbyUSAOE
Scoop.it!

MediaPost Publications Experience Creates More Loyalty Than Price 05/06/2013

MediaPost Publications Experience Creates More Loyalty Than Price 05/06/2013 | Driving Customer Centric Change | Scoop.it
Experience Creates More Loyalty Than Price - 05/06/2013
dunnhumbyUSAOE's insight:

Experience drives loyalty more than price. Consistent with the modeling for CCI

more...
No comment yet.
Scooped by dunnhumbyUSAOE
Scoop.it!

Can Technology Bring Authenticity to Learning?

Can Technology Bring Authenticity to Learning? | Driving Customer Centric Change | Scoop.it
While at Skoll, I participated in a session that brought both of these elements -- people and technology -- together and underscored the potential we have to make a bigger and more meaningful impact when they are combined.
dunnhumbyUSAOE's insight:

Food for thought on how we can progress learning.  No answers - but it might jog some ideas

more...
No comment yet.
Scooped by dunnhumbyUSAOE
Scoop.it!

Change Mgt Plan - A great Example

dunnhumbyUSAOE's insight:

A great example of the elements of change that need to be considered to drive integration

more...
No comment yet.