With startups ready to disrupt traditional players, established firms need to form an even stronger bond with their customers instead of waiting for customers to reach out to them. The traditional Customer Experience model—referred to as the “acquire what we make” model—is characterized by occasional interaction between the companies and the customers, once a customer […]
Tag Archives | customer experience
Where and How Does Digital Transformation Actually Create Value?
Most would agree there is tremendous potential for Digital Transformation initiatives to drive value within the organization. However, when we dig a little deeper, people may struggle in answering some basic, qualifying questions… How do our Digital Transformation initiatives drive value? (And, how much value?) Exactly where within the organization is the value coming from? […]
What Should Constitute Your Omni-channel Customer Journey Design?
Businesses are getting increasingly complex and so are customers’ expectations. Digital organizations are digitizing their critical Customer Journeys at scale to outperform competition. These organizations are using Digitization to create streamlined journeys, which result in more agile IT units, quick delivery of new products, and improved Customer Experiences and Engagement. But before embarking on digitization […]
How to Design a Breakthrough Customer Experience?
The constant advancement in technology has raised the expectations of customers in terms of their interaction with companies. This digital disruption is also forcing businesses to develop new capabilities and explore innovative ways and means to deliver improved Customer Experiences. Organizations can overhaul their Customer Journeys by embracing latest digital insights and practices. To develop […]
How Do We Maximize Impact of Customer Experience on Value Creation?
Digitally savvy startups are disrupting markets and threatening conventional businesses. They are doing this by utilizing technology to offer new products and services and providing tailored yet uncomplicated experiences for their customers. Likewise, large traditionally-run firms will have to keep evolving their Customer Experience approaches to secure additional avenues of revenue and to stay competitive. […]
Customer-centricity 101: Leading Organizations to be Customer-centric
Advances in technology and communication, combined with the explosive growth in data information, have given rise to a more empowered global consumer. Recent economic and political events highlight the need for companies to understand how consumers view the world and the most important attributes for their purchasing decisions. Responding effectively to rapidly changing consumer needs […]
10 Principles or Key Ingredients of a Thoughtful Customer Strategy
In these challenging times, it’s no longer enough to target a few, select purchasers and develop products for that clientele. The key ingredient that most leaders overlook while serving their clients is a thoughtful and planned Customer Strategy. A robust Customer Strategy entails speaking the language of the customers, knowing how to anticipate their needs, […]
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 […]
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, […]
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 […]
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 […]
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 […]
