What runs through your mind when you read a positive review of one of your competitors? Is it anger, jealousy, or a drive to surpass the customer experience that they provide? I’m sure you would welcome their customers with open arms! However, for them to even think about giving you their business you need to be able to learn your competitor’s customer experience and take it to the next level in every aspect for your customers. After all why would a customer demote the experience that they get for the sake of a lower price or a slightly differentiated product?
http://customerthink.com/8-things-your-competitor-can-teach-you-about-customer-experience/
Today’s interview is with Thom Gruhler, CEO & Founder of Fjuri, a marketing consultancy that is combining his CMO experience from Microsoft with world-class technology, data science, and the right analytics to help brands optimize their marketing performance and deliver more significant and consistent value from their marketing investments. Thom joins me today to talk about how advertising is no longer effective, how marketers should be using data and analytics to build better relationships with their customers, the impact of GDPR and what is required to succeed as a CMO and CCO these days.
https://customerthink.com/cmos-collaboration-customer-experience-and-the-real-time-data-imperative-interview-with-thom-gruhler/
Digital disruption has transformed the way brand marketing is done, primarily due to the growing influence of customers in an increasingly connected world. Given this backdrop, Mint recently partnered with SAP India Pvt. Ltd to host a select CXO round table centred around the theme, “Customer Experience (CX): Way to the heart of a digital business”.
Cassandra Girard, global vice-president and head, consumer and travel industries, at SAP Hybris; and Yashraj Erande, partner and managing director, The Boston Consulting Group, Mumbai, opened up the discussion by sharing their insights on the ingredients of a successful CX strategy and the challenges it entails.
http://www.livemint.com/Home-Page/M65FHOFXZ5Ki7KmEivdVCP/How-customer-experience-is-becoming-central-to-digital-trans.html/
As men and women in business, you’ve probably been told to separate your emotions from the job that you do. However, no matter how hard you may try, it’s impossible to fully separate yourself from those feelings of anger, excitement, sadness, or sympathy. These emotions influence every decision you make, good or bad, implicitly or explicitly. After all, you’re only human. So own these emotions.
Recognize them, manage them, and understand them, whether they belong to you or to someone else. Know when emotions can be advantageous to your business and client relationships and know when they can be detrimental.
https://customerthink.com/improve-your-customer-experience-understanding-emotions-in-the-workplace/
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. In other words, they ‘understand’ what CX is, but do not necessarily think that there is anything that they or their organisation need to do to continuously improve the way they manage CX and educate their people in INTENTIONALLY improving it.
http://www.customerexperienceupdate.com/customer-experience/?open-article-id=7014995&article-title=engaging-your-people-with-cx--introducing-the-customer-experience-game&blog-domain=ijgolding.com&blog-title=ijgolding/
It’s the beginning of a new year, which means it’s time for pundits and prognosticators to pull out their crystal balls and make predictions about the twelve months to come.
Bruce Temkin, for example, has declared that the Customer Experience Theme for 2018 is “Humanity“.
Who am I to disagree?
But in my view, such trend articles miss the bigger picture, which is that the important facts of the Customer Experience profession will be pretty much the same in 2018 as they were in 2017, 2016, and earlier years. These are the non-trends, the things that don’t change, and most of them are more important than the trends.
https://customerthink.com/customer-experience-non-trends-for-2018/
Roles focused on the overall customer experience across multiple channels, including designing experiences for emerging technologies like voice, augmented reality and artificial intelligence, are still nascent in the marketing industry.
Howard Pyle took on the role of svp of customer experience and design at MetLife in January 2016, just as the company started its first brand refresh in 35 years. He manages a team of 70 people responsible for the MetLife experience across channels. Pyle spoke to Digiday about why companies need to focus on designing customer experience.
https://digiday.com/marketing/cx-new-ux-metlifes-first-head-customer-experience-building-brands-personal-interaction/
A traditional organizational strategy tends to revolve around minimizing costs and maximizing sales and profits, thereby maximizing shareholder return. In a government setting, cost reduction is important to strategy; but so is raising awareness of what government is doing, and changing the behavior of citizens.
https://www.cmswire.com/customer-experience/when-organizational-strategy-ruins-customer-experience/
As customer experience – increasingly based on digital interactions – becomes a competitive differentiator, brands need to assess their current capabilities and understand where they may need to make changes, according to an industry figure.
https://www.warc.com/NewsAndOpinion/News/39826/
Customer experience (CX) is taking centre-stage in an era where superior products and services alone are no longer sufficient to attract and retain customers. Here's why...
http://www.livemint.com/Opinion/QJF1SS1NwcvxGBOTDB3L5K/Why-customer-experience-should-be-a-broad-agenda.html/
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