Tag: customer experience
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Measuring marketing’s performance
Change, Collaboration, CRM integration & utilisation, Customer experience, Data, Engagement, Experience, Marketing ROl, Numbers, Transformation, Trust, ValueRead more: Measuring marketing’s performanceMarketing Magazine’s industry advisory board chairman and Deakin University senior lecturer Michael Valos recently asked two good questions for an opinion piece he is researching. Here are my answers: Q1…
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Customer experience is the new marketing
Attitude, Biz Tech, Change, Collaboration, CRM integration & utilisation, Customer experience, Engagement, Experience, Marketing ROl, Transformation, Trust, ValueRead more: Customer experience is the new marketingIs customer experience the new marketing? According to Gartner, 89% of companies expect to soon compete mostly on the basis of customer experience, versus 36% four years ago. Is this…
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Who owns the customer experience?
Change, Collaboration, CRM integration & utilisation, Customer experience, Engagement, Experience, To be defined, Transformation, Trust, ValueRead more: Who owns the customer experience?Everybody agrees that we need to be customer-centric, customer focused and even customer obsessed, says Sirrus Decisions’ Megan Heuer in an excellent post. Few B2B companies have the organisational and…
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The Internet of customers
Read more: The Internet of customersEconomists were missing in action at the start of this year’s World Economic Forum in Davos, Switzerland. Instead of the traditional panel of high-profile economists, the forum’s opening panel session…
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Leading the brand experience: the CXO
Attitude, Change, Collaboration, Customer experience, Digital marketing, Engagement, Experience, Transformation, Trust, ValueRead more: Leading the brand experience: the CXOGreat customer experience doesn’t happen by accident. That’s why the most valuable player in your C-Suite should be the Chief Experience Officer (CXO). Don’t have one? Is your company content…
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Users rate Salesforce.com as the CRM leader & Oracle’s Larry Ellison agrees
Biz Tech, Change, CRM integration & utilisation, Customer experience, Data, Digital marketing, Transformation, ValueRead more: Users rate Salesforce.com as the CRM leader & Oracle’s Larry Ellison agreesSalesforce.com is the top-ranked CRM solution featured in the CRM Grid of the crowd-sourced software review and evaluation website G2 Crowd. G2 describes itself as a user-driven software review site.…
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The experience premium
Change, Collaboration, Customer experience, Engagement, Experience, Marketing ROl, Transformation, Trust, ValueRead more: The experience premiumSuperior experiences create engaged customers who are: More likely to consider brands that promise better experiences More likely to recommend brands based on good experiences Willing to pay more for…
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From push, to pull, to participatory
Attitude, Change, Collaboration, Customer experience, Data, Engagement, Experience, Marketing automation, Marketing ROl, Transformation, Trust, ValueRead more: From push, to pull, to participatoryAs we journey from push to participatory, with a stop at pull along the way, here are a few guidelines from customer experience guru Bruce Temkin: You can’t buy loyalty,…
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Practice customer experience improvement as a business discipline
Read more: Practice customer experience improvement as a business disciplineCustomer experience management must be viewed as a strategic business discipline, on a par with traditional fields such as finance and HR. Forrester Research does a great job of tracking…