Millennials want to understand why they should do something – the overall objective, goal, or purpose.
Much has been written and said about millenials. Here are some good ideas from Eric Holtzclaw on “millennial” motivation. They …
Category Archives: Customer Focus
What is king of social media among all content types?
Video is becoming king of the social world. Studies indicate that over 50% of Americans watch user-generated video at least …
Is customer experience just for the private sector? What about nonprofits?
Customer centricity and customer experience is often associated with steps that companies in the private sector can take to build …
Temkin Group eBook: Humanizing Customer Experience
Temking Group eBook: Humanizing Customer Experience The Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, …
Why is our culture, processes and customer experience competencies important?
Customer experience is not just a single thing that is turned on and then you are done. It is easy …
What should we do about information chaos? Is there a way to use information as an enabler of our digital journey?
There is a great level of chaos when it comes to our data and information associated with it. It is …
Three questions to think about when it comes to changing how we work with customers.
Doug Leather suggest there are three questions to think about when it comes to changing how we work with customers. …
Chris Bruzzo, Electronic Arts Chief Marketing Officer with Brian Solis on how data and machine learning are helping EA future-proof the brand
EA CMO Chris Bruzzo joins digital analyst, futurist and best-selling author Brian Solis to discuss how data and machine learning …
Why is customer experience important?
Let’s first summarize some of the reasons customer experience does matter (a lot) again as the video sums them. In …
How do we get started on the customer experience change journey?
Is being “OK” good enough? How should we approach the mammoth issue of improving the customer experience? It is on …
What involvement does the C-Suite have with customer experience initiatives?
Executive leadership and all the members of the C-Suite need to embrace the vision, goals and strategies associated with bringing …
Why does optimizing the customer experience need to be a holistic and integrated must?
Optimizing the customer experience is a must for the whole organization. We need to see the whole customer, not just …
Who is in charge of the customer experience?
Who is in charge of the customer experience? The customer dictates both the what and the how of their experience. …
Why does the customer experience matter? Why is it at the top of the corporate agenda in almost every business?
Why does the customer experience matter? Let’s first look at why customer experience matters. We all know the obvious answers …
What are the six laws of Customer Experience? | Temkin Group Video
This video from the Temkin Group explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people …
What about some fresh eyes looking at things?
Things in every company, to some extent, get on auto pilot. There isn’t anything wrong with that. It just happens. …
Customer journey mapping: Knowing and involving the customer
Journey mapping is all about engaging and understanding as many customers as possible. Whether there are a few or many, …
Is digital customer engagement about voodoo? Is it art? Is it science?
Building a digital business is tough work. Digital engagement is not about voodoo. It is however as much about art …
What are customer journey maps and what can you do with them? What about design and emotion?
Customer journey mapping is usually done using personas. Personas are fictional characters, which you create based upon your research to …
What is the main point of building the digital business and the customer experience?
What is the main point of building the digital business and the customer experience? It is not to spend a …
Customer experience and customer journey mapping – An overview
Journey maps are very powerful in radically improving the customer experience. There are many methodologies and approaches on how to …
What about emotional connections and the customer experience?
Does the customer experience need more emotion? How customers feel about the experience they are having with us is important. …
Customer experience: Can it be managed?
There is a whole discipline around customer experience management. Ton’s has been written about it. Digital technology supports it. Can …
What are the customer experience gaps? How can we close them to connect customer and business value?
The are always huge gaps in the experience that our customers are having. In the digital world, this happens at …
“Paychecks can’t buy passion.” ~Brad Federman
It makes a difference if you love your career, your work, your job and your customers. Passion is characteristic of …
What is the difference between a lead, a prospect and an opportunity?
What is the difference between a lead, a prospect and an opportunity? What Are Leads A lead is the name …
Propelling experience design in your digital business
There are three different pillars of experience, 1) Technology, 2) Brand and 3) Design. But more importantly, a great approach …
Digital business change — Silos, responsibility and skills
When creating a digital business, we need all the help we can get. Since a digital business is ultimately about …
What is the gap in what the customer expects and what we deliver?
What do customers really want? Are we delivering it? Is there a gap? Customers have certain goals in mind when …
What is the ROI of Customer Experience improvement and initiatives?
The Temkin Group just published a great report, ROI of Customer Experience, 2018. This is updated annually. Bottom line, there is …
There comes a moment where a potential customer makes a decision to engage
There comes a moment where a potential customer makes a decision to engage. They may be just “testing the waters” …
The digital business journey and the hyper-connected consumers need for holistic optimization
We know we need to move faster. The digitization of our world is moving at hyper speed. Consumers and businesses …
Is there a linear path to engagement for connected consumers?
Over the years, companies have developed various models to explain customer behavior. Most of the ones I have seen have …
The digital business journey and marketing
One of the most impactful areas of change for the digital business is in the area of marketing. It is …
Digital business change and the customer experience
You are going to have a lot of digital change initiatives and projects going as you accelerate the pace of …
Are they distracted or focused on being connected?
We see it every day. We are at an event and someone holds up their phone to video or take …
Discovering intent and setting priorities for the digital business journey
There are lots of examples of roadmaps out there. Take any digital initiative and you can find the generic way …
The role of the CEO and digital change as a journey
Digital change in business is a reality. This is now the chief role of the CEO to shepherd it successfully. …
Aligning goals and strategies for the new connected consumer
As a company executive, you have focused on some traditional markets and strategies. Your mission has compelled you to think …
Why are we still clueless about the lifetime value of a customer?
Creating a customer value framework, which includes calculations of Customer Lifetime Value (CLV), is an initiative that is extremely valuable …
The new connected consumer is more relevant than age demographics
We are beginning to think about engagement in terms of is it social or is it mobile? If our company …
What are some of the digital realities that can help you navigate your way without sinking the ship?
You are moving ahead with improving your business with some great digital change initiatives. What are some of the digital …
What is Net Promoter Score?
You have probably taken a survey with the question “How likely are you to recommend this company to a friend …
Mobile Is Eating The Customer Journey! Seventy-three percent of consumers will switch from a poorly designed mobile site to an alternative that makes purchasing easy.
In customer experience (CX), mobile is becoming everything. But, mobile success requires a lot more than just having an app …
New demographics to consider as Society, technology and the digital business is evolving faster than many companies can adapt.
Are you ready for a new generation of customers? Company executives, meet the Millennials. Millennials, meet XYZ company. Oops, there …
Where does being a digital business happen? Can I escape it’s path?
Where does being a digital business happen? It happens everywhere. It has hit each and every industry and business sector. …
The “We’ve tried that before” conundrum
I know I’ve said it. I know I am not the only one. I am embarrassed by it. We’ve tried …
Do you have a passion for your mission and your customers? You can turn yourself into a hero!
Here is the big thing. And of course, this is very important. You have a passion for your mission. You …
Mark Zuckerberg: A single point of failure at Facebook, a company that is systemically important to the internet
The following is from: Mark Zuckerberg: A single point of failure at Facebook, a company that is systemically important to the …
“It’s essential that we differentiate between things that remind us of fear and those that are actually risky.” ~Seth Godin
Great insight from Seth Godin. Source: Do-ability | Seth’s Blog When we were in fifth grade, our options were severely limited. …
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