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. […]
Tag Archives | customer experience
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 […]
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 […]
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 […]
