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Tag Archives | customer experience

Digital Marketing2

Marketing 2.0: How to Build On-demand Marketing Capabilities

The Digital Era has brought on critical challenges for companies to meet new consumer demands for marketing.  Digital Marketing is undergoing transformation at an astounding rate.  There is a radical shift towards “on-demand” marketing, where marketing is becoming consistent, pertinent, and receptive to customers’ demands, delivering heightened experiences literally anywhere with ease of access along […]

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Customer Experience Strategy: Why Being Customer Centric Is Critical to Business Success

Editor’s Note:  Shane Goldberg is the founder of CustCore Consulting, a boutique consulting firm focused on helping businesses unlock hidden growth through improving end-to-end Customer and Employee Experience.  His firm also sells Customer Strategy consulting frameworks on Flevy.  You can view their materials here. * * * * Back in 2014, Gartner predicted that by 2016, […]

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What Is Digital Transformation?

Organizations across all industries are undertaking “digital transformation” projects. But, what exactly is it? And, are they doing it right? At it’s core, Digital Transformation is driven by the tangible shift in the role of the technology within an organization.  No longer as purely a support function that enables business processes, technology is now capable […]

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Three Smart Ideas for Handling Customer Service Exceptions

While it’s always preferable to solve a customer’s problem first with automation, which means less friction for the customer and less cost for the company, the fact is that most companies’ self-service offerings are nowhere near advanced enough yet to be able to deal with all the exceptions and unanticipated circumstances that might give rise […]

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Inside Sales, Performance Marketing, and Making a Human Connection

A couple of months ago, I spoke to an audience of business executives involved in the “performance marketing” business. If your business buys a digital ad on a publisher’s website and you only pay when people click on the ad or take some other action, you are in the performance marketing business, according to the […]

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It’s 2016. Do You Know Who Your Customers Are?

Not many years ago, a British utility launched a December promotion designed to recognize its very best customers by mailing each of them a holiday greeting card. To the amazement of the company’s marketing managers, however, in January nearly a quarter of the cards were returned to the company unopened. The reason? Many of the […]

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How to Improve Customer Experience

Before we get to how to improve customer experience, let’s just recap on why we should care about improving the customer experience. Deloitte said that customer-centric companies are 60% more profitable than their less customer-centric counterparts. That’s right, 60% more profitable. And that’s not just one of those throw-away marketing stats. It’s from Deloitte, one of […]

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Complimentary Business Training Guides


Many companies develop robust strategies, but struggle with operationalizing their strategies into implementable steps. This presentation from flevy introduces 12 powerful business frameworks spanning both Strategy Development and Strategy Execution. [Learn more]   The BPM Digital Transformation Toolkit is a compilation of 3 whitepapers teaching you how to leverage Business Process Management (BPM) to drive Digital Transformation within your organization. [Learn more]
We've developed a very comprehensive collection of Strategy & Transformation PowerPoint templates for you to use in your own business presentations, spanning topics from Growth Strategy to Brand Development to Innovation to Customer Experience to Strategic Management. [Learn more]   We have compiled a collection of 10 Lean Six Sigma templates (Excel) and Operational Excellence guides (PowerPoint) by a multitude of LSS experts. These tools cover topics including 8 Disciplines (8D), 5 Why's, 7 Wastes, Value Stream Mapping (VSM), and DMAIC. [Learn more]
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