Customer experience investments, ROI and business results

Return On Investment

In a 2013 HBR interview, Jeff Bezos said “When things get complicated, we simplify by saying what’s best for the customer? And then we take it as an article of faith if we do that that it’ll work out in the long term.” However, most organisations are not like Amazon. Most organisations don’t do things as ‘articles of faith’. In fact, before they do anything new most organisations work hard to establish what will be the expected business impact of

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The implosion of trust and what to do about it

For the last 17 years, Edelman, a global communications marketing firm, has published it’s Trust Barometer, an annual survey of more than 33,000 respondents from around the world that investigates the state of trust and credibility that exists between individuals and different types of organisations (government, media, business and NGOs). Earlier this month they published the 2017 edition of the Trust Barometer and their results suggest that over the course of the last year there has been an implosion of

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Co-creation, innovation and when you should get your customers involved – Interview with Prof. Jan van den Ende

Today’s interview is with Professor Jan van den Ende, who is Professor of Management of Technology and Innovation at RSM (Rotterdam School of Management), Erasmus University, Rotterdam. Jan joins me today to talk about a research paper that he and some colleagues recently published and how ignoring customers’ opinions can lead to more successful products. This interview follows on from my recent interview – Behavioural insights and what is really going on in the minds of your customers – Interview

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How the customer experience vision gap is holding many organisations back

In a world that is moving faster and faster and where it seems like we have less and less time to think, there is better way to approach problems, particularly when it comes to those associated with improving and developing the customer’s experience. Doing so will allow organisations to develop an increased ability to deliver better and more sustainable growth, higher RoI and better outcomes for them and their customers. Back in September, I wrote an article called ‘Habituation And

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Recapturing personalized customer interaction in the age of ecommerce

This is a guest post from David Stephenson, Chief Data Officer at DSI Analytics. In days long-past, when a store manager understood and interacted individually with each customer, the manager had a fantastic capability to understand and to help each customer.  In our age of ecommerce, with millions of digital customers, recent technology developments have brought us back to the point where we can recreate that personal experience.   This is critical to understand, as shopkeepers who only interact with customers

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Lean UX: The foundation for continuous innovation

This is a guest post from Jouk Pleiter, CEO of fintech company Backbase. Lean UX is as much a philosophy as it is a set of practices, all geared towards trimming the fat from the way legacy-based banks create customer experiences. In a nutshell, the reason why digital innovators are now singing the virtues of having a Lean UX design process is because it’s the first methodology that doesn’t just create successful customer experiences efficiently, it also adds real business

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How customer experience is helping two businesses stand out in competitive markets

In hyper competitive markets, it can be hard to justify new customer experience initiatives that engage and develop relationships with customers. However, here’s a couple of stories about two businesses that are doing just: building relationships with their customers through creating new customer experiences that stand out. The first story concerns Elizabeth’s Bookshops. They are the largest second-hand bookshop with 6 stores spread across Australia, were established over 42 years ago and stock over 300,000 titles. However, it’s not their

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A different way to achieve a single view of the customer

There was an article in May of this year on MyCustomer.com that talked about the single view of the customer and how it is 20-year old idea but one that had still not really arrived yet. The article went on to quote some data from Experian , a UK data company, who had found that whilst 72% of businesses they had spoken to understood the importance and advantages of a single view of the customer, only 16% of businesses said

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Customer experience: Who’s in charge here?

Imagine a scenario where you walk into a room, an office or a business and see a hive of activity. You are keen to resolve a customer experience problem or have a question answered so you ask: “Who’s in charge here?” One person steps forward, raises their hand, identifies themselves as the CEO and says “I am.” However, many of the group that are standing behind her shake their heads and either point to themselves, or various other colleagues, to

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