Customer Guru

FEBRUARY 23, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Joseph Kuvor. Mr. Kuvor is the Group Head of Customer Experience and Marketing at Zoona Transactions International, a financial services organization based in Africa. What are you doing on the field?

Marketing 112

Marketing Customer Experience Financial Banking 112

Grade.us

MAY 23, 2018

But now thanks to a new initiative called Small Thanks with Google, you can use your reviews as valuable marketing material beyond search. Small Thanks with Google is a new program Google launched back in November offering free marketing materials to help small businesses promote their establishments. What’s Small Thanks with Google?

Marketing 48

Marketing Social Media E Commerce Download 48

Storyminers

JULY 21, 2015

Jeffery Sears, CEO of PIRCH, interviewed by Mike Wittenstein of Storyminers I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it takes a lot to impress me. PIRCH […].

Leadership 89

Leadership Marketing Customer Experience Customer Experience Design 89

Strativity

JANUARY 18, 2018

is a global customer experience design and transformation firm that cultivates purposeful relationships between organizations and their stakeholders by unlocking human potential. Strativity Group, Inc. The impact will be exponential, and the result will be exceptional! .

Culture 40

Culture Marketing Consulting 2017 40

Kayako

JANUARY 17, 2018

Personalized, educational marketing. When it comes to both customer acquisition and retention, marketing plays a few different roles. Marketing’s role in boosting customer experience is simple. Personalized, relevant email marketing creates an effortless experience.

Customer Experience 179

Customer Experience Net Promoter Score NPS Touchpoint 179

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Customer Experience Can Reduce Expenses.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Bill Quiseng

MARCH 1, 2021

Their insights reinforce six key components of creating and exchanging customer value to drive success in good times and bad: Explore value: Understand the wants and needs of your consumers. Market value: Communicate the benefits of your solutions to your consumers. . make a purchase).

Books 148

Books Leadership Hospitality Consulting 148

Beyond Philosophy

JULY 11, 2020

From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Knowing the role your Customer Experience design plays in the formation of customer memories is critical to enabling customer-driven growth.

Management 140

Management Customer Experience Design Customers Connections 140

Experience Investigators by 360Connext

NOVEMBER 2, 2021

A customer persona helps humanize the customer to the point you might refer to them by a fictional name. Personas are often used in marketing and sales efforts, and those names apply to those types of personas. We develop personas for specific activities around customer experience management. Let me know.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Beyond Philosophy

JUNE 28, 2019

His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time. So much is revealed from our facial expression in the moment, and it can be essential to your Customer Experience design strategy.

Measurement 121

Measurement Customer Experience Design Loyalty Customer Retention 121

Beyond Philosophy

MAY 10, 2019

This episode of The Intuitive Customer explores why that is at a psychological level and what you can do about it in your Customer Experience Design. Managing uncertain moments in your Customer Experience design is essential. The post Are You Managing This Key Driver of Poor Experience?

Management 87

Management Events Customer Experience Design Insurance 87

Customer Bliss

FEBRUARY 15, 2016

The question we discussed was; could the discipline and competencies required to lead a company through a customer experience transformation be led from marketing, by the CMO? The reason for this answer is because Customer experience is a shift in how a company will and will not grow. Customer Experience Design.

Leadership 141

Leadership Customer Experience Design Culture Customer Journey 141

Beyond Philosophy

JULY 29, 2021

Many grand behavioral science theories and findings exist that are impossible for you to implement in your Customer Experience design or marketing strategy. For example, you own your website design, packaging, where you put your inventory on store shelves, or what happens in the customer journey in your experience.

Customer Experience Design 88

Customer Experience Design Measurement Presentation Advertising 88

Forrester's Customer Insights

FEBRUARY 19, 2019

Marketers have been using behavioral economics to understand and exploit the irrationality of consumers long before the Golden Age of Advertising.

Marketing 51

Marketing Advertising Consumers Customer Experience Design 51

Beyond Philosophy

NOVEMBER 24, 2014

This budget is earmarked to exceed Customer Expectations. These resources enable the team to take action in cases where it is needed to surprise and delight Customers. The Only Expectations That Matter in Customer Experience Design. How to Make or Break Your Customer Experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Michelli Experience

MARCH 11, 2016

In 2016, mobile marketing will be a must-have by many businesses. Brick-and-mortar outlets still hold weight in the mobile realm, and mobile marketers are working hard—and succeeding—at making a fully immersive experience. One-channel marketing isn’t effective anymore. Image credit: mojonetworks.com.

Technology 56

Technology Marketing Loyalty Programs Multi-Channel 56

Beyond Philosophy

OCTOBER 25, 2019

This episode of The Intuitive Customer explores The Secrets of Measuring Customer Emotions. We review the four essential steps to emphasizing customer emotions as an outcome in your Customer Experience design strategy. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Measurement 100

Measurement Consulting Customer Experience Design Customers 100

Kustomer

MARCH 23, 2022

In a crowded marketplace, where consumers are often bombarded with marketing claims made by brands, it can be difficult for them to know who to trust. The key to building meaningful relationships with customers is to show them you value them. Try to add a human touch by channeling your marketing efforts into personalized messaging.

Brands 98

Brands Social Media Reference Loyalty 98

Beyond Philosophy

SEPTEMBER 12, 2020

It turns out, customers care a lot about how things look, and it influences their buying (and box-keeping) behavior. This episode of The Intuitive Customer explores the research of Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School. Click here find out more.

Fashion 113

Fashion Customer Experience Design Consulting Presentation 113

Beyond Philosophy

JUNE 13, 2020

Understanding the process and the role your Customer Experience design plays in it is essential to providing the platform to encourage customer-driven growth. Rationality plays a role, of course, but it not always the driving force behind the yes or no customers give you. What Are The Five Rules?

Management 128

Management Competitive Advantage Touchpoint Customer Experience Design 128

Beyond Philosophy

MAY 17, 2019

Moreover, when we are tired or distracted, we have even less patience for tricky Customer Experiences. Many times, when there is too much friction in a Customer Experience design, we give up and walk away—a result that is not doing your Customer Loyalty any favors, not to mention your bottom line.

Consulting 107

Consulting Customer Experience Design Loyalty Customer Experience 107

Kustomer

APRIL 21, 2022

Listen and subscribe to our podcast: Have you ever considered the importance of turning customers into forever fans, a.k.a It’s widely known that some of the best growth comes from word of mouth marketing, which naturally occurs when customers suggest your products to others in their close circles. Marketing media.

Social Media 98

Social Media Brands Loyalty Marketing 98

Beyond Philosophy

MAY 24, 2019

The Peak-End Rule says that what people remember about an experience is how they felt at the moment when emotion was the strongest and how they felt when the experience was over. These emotions can make or break your chances for customers to form Customer Loyalty.

Loyalty 100

Loyalty Customer Experience Design Consulting Information 100

Experience Investigators by 360Connext

JULY 28, 2020

A customer-centric mindset often flies in the face of traditional business education and legacies. Business plans include sections on Products and Services, Sales, Marketing, Management and Finances. They rarely include the word customer beyond discussing how to acquire them. What do we need to get there?

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

Michelli Experience

APRIL 20, 2016

More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. Throwing fish is SO Pike Place Fish Market! They are POPS and PODS.

Customer Experience Design 53

Customer Experience Design Brands Reference Books 53

McorpCX

OCTOBER 15, 2019

Customer experience design professionals have recognized the power of customer persona for years. Unlike customer or audience segments —used primarily for marketing, sales activities and data management—personas are fictional characters used to design things that real customers will actually use, and yes, even love.

Customer Experience Design 45

Customer Experience Design Sales Customers Customer Experience 45

Beyond Philosophy

JUNE 25, 2021

As a comparison, it would be like if all the big-market NFL teams played only each other every week in addition to the regular NFL season where they also played the small-market teams. These three topics came up in the news, and on the face of it, you don’t think it applies to the Customer Experience.

Insights 153

Insights Customer Experience 2021 Books 153

Strativity

AUGUST 16, 2017

is the undisputed leader in design and cultural transformation. magazine today ranked leading Customer Experience Design and Cultural Transformation firm, Strativity Group Inc. 15 years of Customer Experience transformations. 600M+ enhanced customer relationships. Strativity Group Inc.

Magazine 40

Magazine 2017 Customer Experience Design Culture 40

Strativity

AUGUST 16, 2017

is the undisputed leader in design and cultural transformation. magazine today ranked leading Customer Experience Design and Cultural Transformation firm, Strativity Group Inc. 15 years of Customer Experience transformations. 600M+ enhanced customer relationships. Strativity Group Inc.

Magazine 40

Magazine 2017 Customer Experience Design Culture 40

Beyond Philosophy

MARCH 25, 2019

Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making. Moreover, and perhaps most importantly, we will address what you can do about customer irrationality in your Customer Experience design. Quite the opposite.

B2B 133

B2B B2C Customer Experience Design Customers 133

Storyminers

MAY 21, 2020

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. Marketing, HR, CX, many are all driven by this emphasis on financial returns.

Culture 59

Culture Voice of Customer Fashion 2017 59

Customer Bliss

JUNE 28, 2016

Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. M.Gemi is a start-up and Zipcar was a start-up at the time, so we spend a good portion of this episode discussing customer experience lessons for start-up businesses. About Lesley.

Customer Experience 111

Customer Experience Leadership Feedback Customers 111

Experience Investigators by 360Connext

JUNE 25, 2019

So c onsider the customer experience design from Company X’s perspective. Much of B2B experience design is based on traditional business plans and how the organizational chart looks. Traditional business planning is focused almost entirely on sales and marketing. Click To Tweet.

B2C 137

B2C B2B Customer Experience Culture 137

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment.

Presentation 162

Presentation Customers Consulting Insights 162

Storyminers

JULY 29, 2018

That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein, who caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement.

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business.

Events 194

Events Books Consulting Feedback 194

ShepHyken

JULY 6, 2020

6 Ways to Boost Customer Experience Design Adoption & Growth by Ricardo Saltz Gulko. Eglobalis) As we move forward into an increasingly competitive technology market, how can we continue to differentiate? My Comment: Ricardo Saltz Gulko is CX designer.

Article 65

Article 2020 Customer Service Healthcare 65