Maria Savage

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You’re Managing Your Customer Journeys All Wrong

<i>Guest author Pini Yakuel is the founder and CEO of</i> <i>Optimove</i><i>, a provider of automated retention marketing services for customer-centric businesses.</i><p>Marketers have a veritable arsenal of tools to help them understand and manage their customer relationships. One that has become de rigueur these days is …

Don’t Forget the Customer in Customer Journey Maps

Do you ‘listen’ to what your customers want or need?<p>Sorry. But it’s gotta be said. Customer journey mapping requires that you actually bring the …

How Mapping the Customer Journey Can Help You Create Better User Experiences

In 2012, Sephora decided to make major changes to improve customer experience both in its in-store and online platforms. The company looked at its current customer interactions and realized that shoppers took a multifaceted approach to purchasing the company's beauty products. The company needed to …

Customer Experience

Customer-Journey Mapping: The What, How and Why

Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>We’re entering an age where businesses are all about the customer. Companies are noticing they must treat users like royalty through every stage of the journey to increase profits. That means understanding and nurturing them from the very …

Incorporating Customer and User Experience Data into Holistic Journey Maps

<i>Customer journey mapping can and should serve both User Experience (UX) and Customer Experience (CX) practitioners and managers.</i><p>As Forrester Analyst …

Create Value -- Not Just Buzz -- For Your Customers

This story appears in the March 2015 issue of <i>Entrepreneur</i>. Subscribe »<p>As an active investor in agricultural technology, I hear pitches from startups that have found ways to make crops bigger, stronger and more resistant to pests, usually through some proprietary formula or advanced biotechnology.<p>I …

Building Your Customer Value Chain | Inc.com

Think of the times you've gone shopping or to a restaurant and dealt with people who were visibly happy to be in their jobs--and to have the opportunity to serve you. Their words were from their hearts, rather than a script. They probably surprised you with the extra effort and thoughtfulness they …

Employee Engagement

The Value of Customer Experience in the Digital Age - Global version

http://www.economistinsights.com/analysis/value-experience<p>According to the Economist Intelligence Unit Research, The Value of Experience: How the C-suite values customer experience in the digital age, companies that prioritize investment in customer experience (CX) have better revenue growth (59% …

Customer Lifetime Value (CLV) vs. Customer Lifetime Return on Investment (CLROI)

Publication Date: <b>October 15, 2014</b><p>This note presents two related measures for assessing the financial value of a customer to the firm. The first is the well-known measure of Customer Lifetime Value, or CLV for short. The second, which has received much less attention, treats the acquisition of a …

DataScience Raises $22M To Predict Customer Value, Reduce Traffic Deaths And More

DataScience, the data science startup with the name (and URL) that every other data science startup wants, announced today that it has raised $22 million in Series A.<p>The company says that it uses a combination of in-house data scientists, proprietary technology and custom data models to help …

Abercrombie & Fitch Can Lose Up to 15% Of Its Value With Ineffective Customer Retention

There can be a downside of close to 15% to Abercrombie & Fitch‘s value if its store sales and EBITDA margins get weighed down by the aggressive buyer shift from physical to online retail channels. The entire apparel industry in the U.S. is gradually moving towards the online domain, on account of …

eCommerce

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