Doesn’t it make sense that: If you want to know what customers want, just ask them. If you want to see if they’re satisfied with the experience, just ask them. If you want to know if they’re come back or …
We are in the midst of a dramatic shift in the way business is done. In most industries, a much more open and collaborative network model is replacing the traditional closed and controlled firm-centric view of the world. This shift …
As I mentioned in my previous post (Optimizing B-to-B-to-C Performance: From Channel 1.0 to Channel 2.0), the foundational, Channel 1.0, capabilities required to optimize B-to-B-to-C performance include carefully selecting, cultivating, collaborating with, and deliberately managing the lifecycle and performance of channel …
How do we keep up with changing consumer expectations when we only have limited direct contact with the ultimate consumers of our products? How do we align agents, brokers, retailers, or franchisees in order to deliver a consistent brand experience …
Along with my colleagues at Customer Innovations, I’ve had the opportunity to help structure and manage major customer experience initiatives for a wide range of companies. In the course of doing so, we’ve run into every imaginable roadblock and gone …
Most of the time and money organizations invest on customer experience is wasted… … because they focus on how the organization “delivers the experience”… … rather than on how customers actually “HAVE the experience”… … and how those experiences influence …