Among the improvements that Bombardier has brought to its aftermarket support is recently adding a second mobile response team (MRT) jet, a Challenger 300, based in Frankfurt, Germany.
https://www.ainonline.com/aviation-news/business-aviation/2018-05-29/bombardier-ramps-customer-experience/
A customer experience vision and principles are powerful communication devices to inspire, unite and educate people across the business on a one-company experience that’s distinctive and delivers value.
http://customerthink.com/customer-experience-strategy-developing-a-customer-experience-vision-and-principles/
At a recent tech conference in Silicon Valley, an overheard remark from a participant captured the uncertainty around the concept of customer success: “Not sure I know many companies trying to achieve ‘customer failure’!”
It should come as no surprise that there is confusion over what is meant by “customer success” and how exactly to apply this new approach to your day-to-day business. Like other paradigm shifts, it will take time for customer success to become mainstream. Let’s take a brief look at these paradigm shifts.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Customer-Experience-Customer-Success-Takes-Engagement-to-the-Next-Level-125078.aspx/
If you’ve been within earshot of me in the last few months, you’ll know that I’ve been moving to a new house. And you’ll probably also know that it’s been an endless stream of pretty awful customer experiences.
https://www.managementtoday.co.uk/customer-experience-good-bad-ugly/reputation-matters/article/1485737/
People access the internet on mobile devices more often than desktop computers, and that trend started years ago. It's also been well over a year since "mobilegeddon," when Google updated its algorithms to penalize websites without mobile counterparts.
With so many websites shifting to responsive design, consumers now turn to the mobile web and apps to address online shopping needs. Early adopters make purchases directly from their smartphones. Others use mobile devices to quickly look up items, consume product-specific content and discuss options with peers -- any time, anywhere.
https://www.entrepreneur.com/article/281269/
Most senior business leaders understand the strategic importance of customer experience (CX). They recognize that providing great experiences has become a key means of differentiation and a primary driver of competitive advantage.
To provide great customer experiences, marketers and CX leaders must understand what specific aspects of experience their customers value most. The results of a recent study by PwC provide several valuable insights on this critical issue.
http://customerthink.com/decoding-the-vital-attributes-of-great-customer-experiences/
You are not your customer.
Some entrepreneurs struggle to understand and work within this concept. It’s not too surprising, really. Successful entrepreneurs are passionate, motivated people who focus on what they want to happen. They then strive to transform their vision into reality.
https://www.entrepreneur.com/article/281241/
ah, the wonders of having been there, done that, and having the t-shirt…. i actually have tons of t-shirts.
i have not only done many things early, that’s what comes with being an analyst for 20 years – the wonderful challenge of working with early adopters guiding them to achieve the visions we concoct, but i have also taken the time to write down summaries of what it means to do what we just did. i find the value of my job to be to broaden the market, to make a bigger pie. bigger pies feed more people, and to make bigger pies you need a good recipe.
http://www.customerexperienceupdate.com/?open-article-id=8245200&article-title=experience--engagement--same-difference--right-&blog-domain=estebankolsky.com&blog-title=esteban-kolsky/
According to the Forrester report: Predictions 2018, A Year of Reckoning, customers’ expectations will outpace the ability of companies to evolve or invest in experiences this year
https://www.technative.io/five-ways-technology-will-improve-customer-experience-in-2018/
What separates those brands that deliver great customer experience from the rest? What qualities are consistently present and what can we learn from them?
https://www.mycustomer.com/experience/engagement/four-qualities-consistently-found-in-brands-that-deliver-great-cx/
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