Berend

1,359 Flips | 4 Magazines | 9 Likes | 37 Following | 516 Followers | @BJR1973 | Customer-centric marketing strategist

Why Marketing Needs to Drive the Entire Omnichannel Customer Experience

Marketing’s goal used to be pretty straightforward: build a pipeline of qualified leads to hand over to the sales team. The model changed a little …

Customer Experience

Scientists may have solved one of the biggest problems holding back hydrogen-powered vehicles

One of the biggest obstacles the hydrogen fuel industry is faced with — its transportation and storage — may have been solved by scientists at the CSIRO.<p>With some of the world's biggest car companies, including Toyota, Hyundai and BMW, betting on hydrogen as a future fuel source, the national …

Energy

CX and EX (Customer Experience and Employee Experience)

Customer service and customer experience (CX) have become as hot of topics as any in business. Owners of small businesses and leaders of the largest …

Customer Experience

Disappointing photos show what Disney cruises look like in real life

Disney cruises combine two of the most popular vacation ideas: Disney parks and cruise ships. But just like Disney parks and cruises individually, the combination sometimes may not be all that you dreamed.<p>From overcrowding at the pool to teeny cabins, check out these disappointing photos that show …

Walt Disney Company

Now the dust has settled, what can customer experience professionals expect from GDPR?

The General Data Protection Regulation is often talked about in terms of the impact on marketing, but it's customer experience professionals who …

How Google Analytics Cross Device Reports Improve Attribution and Sales Analysis

It is always nice to have a map for a journey, but for years marketers had no map to understand the journey customers take across devices.<p>Google is …

Analytics

Change Management: The Key to Successful Digital Transformations

Companies of all types and sizes are investing heavily in the digitization of their business models. Driven by the changing consumer expectations …

Project Management

How B2B And B2C Marketing Are Converging Today

For decades, business-to-business (B2B) and business-to-consumer (B2C) marketing strategies have largely been kept separate. However, with more access to detailed consumer data than ever before, and increased reliance on social experiences in consumer decision-making, B2B and B2C audience behaviors …

Marketing

How Business Are Using Speed to Increase Customer Experience

Speed is the name of the game in the business world. We live in a world where everyone wants work performed quickly and products delivered promptly, …

Customer Experience

11 Insights Gained From Executives Listening To Customers

When you’re a high-level executive, it doesn’t take much to lose track of what’s going on at the lower levels of a business. In fact, it takes a special kind of executive to take lower level complaints seriously. It could be the key to a better business.<p>We asked members of the Forbes Technology …

Customer Experience

Customer Experience Best Practices: A Framework for Designing Outstanding CX

When undertaking a digital transformation strategy, one of the first — and most important — steps in the process is to create a compelling customer …

Customer Experience

Strategies For Customer-Centricity: Visualizing A Customer's Experience vs. Consulting The Customer

Customer-centricity is the discipline of attempting to see things from the customer’s viewpoint rather than from your own, including the essential understanding that those who are “in the business” simply know too much, from too internal viewpoint, to be truly customer-centric without making a …

Customer Experience

How AI can make your customer journey magical

When was the last time you were amazed?<p>Was it the first time you used Uber and got a car on demand? Perhaps it was that movie you'd never heard of …

4 Characteristics of Millennial Customers You Need To Know

As the millennial generation becomes the generation with the most buying power in the market, it’s more important than ever for marketers to really …

How to Measure Your Customers' Happiness Score (and Why That Matters)

Learning how to determine your customers' level of satisfaction with your product or service is one of the best time investments you can make.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>Happy customers make for a happy business owner ... and on the other hand, unhappy customers can …

Customer Experience

Why Employee Satisfaction Should be a Top Priority

If you ask employers about their top priorities for the future, many might be apt to say technology adoption rates, streamlining processes, customer …

How Blockchain Technology Will Disrupt Digital Marketing (And Why You Should Care)

Blockchain technology is set to disrupt digital marketing in unprecedented ways, making it essential for marketers to keep a close eye on blockchain …

How to Use a CDP to Engage Customers Outside the Realm of Marketing

One of the key factors driving the growth of customer data platforms (CDP) is the increasing importance of first-party data to B2C brands.<p>Forces such …

How to Create a Better Brand Experience: Move Beyond the Customer Journey

It used to be that brands could think and operate on a transaction-by-transaction basis. People shopped for goods and services, they bought something, and then they and that brand parted company until the customer came back to buy something else. Times certainly have changed. Businesses that want …

Customer Experience

McDonald's, Wendy's And Subway Show That Signs Impact Customer Experience

The signs that companies place in and around their stores say a lot about what it’s like to do business with them. Are they friendly and welcoming? Do they set reasonable expectations of the customer experience? Or are they unnecessarily full of rules and regulations?<p>Fast-food restaurants are a …

The Broken Windows Theory Of Customer Service And Customer Experience Improvement

When a company sets out to revamp its customer experience, it tends to focus right away on the extreme events, the big, rare customer service catastrophes: mass blow-ups online and so forth. But I actually tend to discourage them, as their customer experience consultant, from going there first. …

Customer Experience

Customer Experience Rules. Is Your Whole Company Ready?

It’s the customer’s world; brands are just living in it. Today’s consumers are connected, demanding and empowered by access to seemingly unlimited information and choice. Companies that understand this new reality—and which successfully design and execute seamless customer-centered experiences—will …

KPMG

Customer Experience Is the Key Competitive Differentiator in the Digital Age

Digital customers can be fickle and hard to satisfy bunch<p>By<p>Irving Wladawsky-Berger<p>A company can differentiate itself from competitors in one of two key ways: by providing a superior customer experience or by offering the lowest prices. For companies that prefer the former, digital channels are, far …

Customer Experience

Design Your Employee Experience as Thoughtfully as You Design Your Customer Experience

Improving customer experience is often a top business priority, but what about employee experience?<p>Temkin Group reports a correlation between employee engagement and success in customer experience. In its 2016 Employee Engagement Benchmark Study, the firm showed that companies that excel at …

3 Ways To Rethink Customer Relationships In The Age Of The Consumer

I think we can all agree that the world of buying and selling today looks drastically different than it did as little as 10 or 15 years ago. With the advent of the internet and the proliferation of content, consumers are more informed than ever. And the byproduct of this easily accessible …

The 3 Essential Sources of Customer Insight

To truly understand customers it is essential to combine insights from the following research methods: Quantitative Observational Qualitative …

3 Keys To Driving Customer Experience Into Your Digital Transformation

In the past month, we discussed the pillars of the digital transformation—shifting our focus from technology to the behaviors that drive the digital transformation. I believe that the complete transformation is only possible if the right kind of organization is built, an organization that believes …

Customer Experience

The Rocky Path to Personalization

After several years of businesses chanting the personalization mantra, the state of the market is ... mixed. This conclusion came from research my …

How to Succeed With a Customer-centric Marketing Strategy

A Modern Marketing Map for Customer-centric Success<p>You know that your customer is fundamental to your strategic success. At the heart everything you …

B2B Marketing Trendrapport 2018: How to make it human again? #adv

Benieuwd naar de huidige stand van zaken in B2B Nederland en de uitdagingen waar B2B-marketeers in 2018 voor staan? Het B2B Marketing Trendrapport …