André Lehmann

69 Flips | 7 Magazines | 2 Likes | 6 Following | 5 Followers | @mauriceboutade | Trying to explore and providing cross channel experience for our future and existing customers

How better customer experience translates to revenue growth, per Forrester Research

Forrester aimed to quantify customer experience (CX) improvements and how they translated into revenue growth by industry.<p>Customer experience …

Customer Loyalty Is Overrated

Marketers spend a lot of time—and money—trying to delight consumers with ever-fresher, ever-more-appealing products. But their customers, it turns out, make most purchase decisions almost automatically. They look for what’s familiar and easy to buy. This package explores that idea and the science …

Does customer experience need its own department?

In an ideal world, everybody should champion the customer and their experience; certainly everyone within marketing, ecommerce/digital, sales, …

Elon Musk Takes Customer Complaint on Twitter From Idea to Execution in 6 Days | Inc.com

For business leaders, social media can be confusing (and sometimes dangerous) territory.<p>But last month, Tesla and SpaceX CEO Elon Musk provided a master class in how to use social media effectively. When a Tesla owner complained about fellow consumers hogging spots at a local charging station, Musk …

Social Media

Diese fünf TEDx - Vorträge müssen Sie gesehen haben

In diesem Blogpost geht es (etwas später) um fünf inspirierende TEDx – Keynotes, die alle, die im Vertrieb Kunden akquirieren, gesehen haben …

IKEA RETAIL THERAPY

UBS is launching its own 'robo-advisor' to bring wealth management down market

UBS getting into the "robo-advice" market, launching an online wealth manager.<p>UBS SmartWealth will provide real-time financial advice, telling people where to put their money based on goals, means, and attitude to risk.<p>Clients can open an account entirely online, with no need for paperwork, and are …

Innovation guru Clayton Christensen’s new theory is meant to protect you from disruption

If you’re sick of hearing about disruption, blame Clayton Christensen, who introduced the concept into business jargon.<p>Christensen is possibly the most influential management thinker in Silicon Valley. His 1997 book, <i>The Innovator’s Dilemma,</i> was embraced by Intel’s Andy Grove, quoted by Steve Jobs, …

10 Must-Read Marketing Books

In marketing, there’s always a new strategy, technology or campaign to learn about. For us marketers, the learning never ends. We sifted out the all …

The Customer Experience Performance Gap

There are many challenges facing the customer service industry. The most pressing is that for many brands customer service is not a business priority.<p>In 2014 Gartner predicted that by 2016 89% of brands would compete mainly on customer experience, versus 36% four years ago. It’s 2016! Today brands …

Customer Experience

Die Freaks von der UBS

Finder statt Tinder: Wie die Tüftler der Bank Kunden mit Beratern verkuppeln wollen. Und was sie sich sonst noch ausdenken<p>Erich Bürgler (Text) und …

30 Things Customers Actually Want to See in Your New Product

New research identifies the 30 attributes driving consumer purchasing decisions.<p>You probably remember Maslow's hierarchy of needs from school--that model demonstrating our most basic needs (food, security, warmth, rest) at the bottom of the pyramid.<p>The higher up the pyramid, the more complex our …

The difference between design and product management

Yesterday I was asked how a designer differs from a product manager. I found the answer surprisingly hard to give. Everyone designs, but not everyone …

Customer Experience Statistics You Should Know [Infographic]

A huge goal for innovative businesses in 2016 is improving customer experience. In fact, 91%<br>of organizations said they aspire to be among the …

Seven Ways To Use Email To Build Your Brand And Create A Better Customer Experience

Email is a powerful business tool. We’ve become dependent on it for communicating with customers and coworkers, using it as a marketing tool and a customer service channel, and more.<p>We can’t live without email, although there are some things we might like to change about it, such as spam messages, …

Customer Experience

Linking the customer experience to value

Many customer-experience transformations stall because leaders can’t show how these efforts create value. Patiently building a business case can fund …

Finding Beauty in the Darkness

WITH presidential primaries in full steam, with the country wrapped up in concern about the economy, immigration and terrorism, one might wonder why we should care about the news of a minuscule jiggle produced by an event in a far corner of the universe.<p>The answer is simple. While the political …

2016: The Year of Customer Experience

If you’re anything like me, you grabbed your coffee, strolled into the office, and sat at your desk on Monday after New Year’s feeling somewhat …

Big data knows if you're pregnant

Age + number of kids + prescription records + search history = pregnant!<p>Employers concerned with rising costs of health care are turning to wellness firms like Castlight Health or Welltok to use big data to predict employee health needs, reported <i>The Wall Street Journal</i>. Health data firms typically …

Building a design-driven culture

It’s not enough to just sell a product or service—companies must truly engage with their customers. Here’s how to embed experience design in your …

Prof. Peter Kruse über Kreativität (plus Transcript)

Customer Experience Is The New Battleground In Business

We’ve heard it all before: thanks to digital disruption, traditional brand marketing is losing its luster and the customer is now in charge. To wit, Gartner predicts <i>this is the year</i> companies will compete primarily on the customer experiences they deliver. But if businesses are no longer able to …

Innovation ist…

Man mag über die Innovationskraft von Boeing geteilter Meinung sein, doch die Definition von James McNerney, Chariman von Boeing, trifft es sehr gut: …

Wirtschaft

Why conversational design is the future

Conversational UIs are breaking out of messaging apps and into products we use every day.<p>It’s often said design is a dialogue between designer and …

Chatbots

7 qualities of design-thinking leaders

Handsome's Jonathan Lewis shares his thoughts on what it looks like to apply design thinking to the discipline and practice of leadership.The post 7 …

Customer Experience vs. User Experience: Why the Difference Matters

User experience is not the same as customer experience. While most designers directly influence the UX, they also need to understand the larger …

30 Years After Uranus Flyby, Voyager 2 Sails On

Humanity got its first up-close look at an exotic, pale-blue world 30 years ago this week.<p>On Jan. 24, 1986 — just four days before the space shuttle …

Astronomy