Business Improvement and Social media

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…

Airlines routinely rank near the bottom of customer satisfaction surveys. But we would wager that most customers, like us, find that the time on the plane — the “sit back, relax, and enjoy the flight” part — is the least awful piece of their experience. The nightmare is everything else: prices that change from minute…

How thirsty is the college student who pays almost $5 for a Caramel Macchiato at Starbucks? Did the fitness instructor really need to upgrade his iPhone 6 to a 7? Can the mother who religiously gives her kids vitamins each morning prove that they work? When the CEO hires a contract lawyer is she paying…

The Customer Success movement has taken the SaaS industry by storm, even requiring an updated SaaS Business Model definition. But what exactly is Customer Success? Is it an organizational mindset? Is it a corporate strategy? Is it a set of tactics designed to produce happy, successful customers that in turn creates success for you, the…

As digital marketers, when we introduce ourselves to potential clients, we are continuously reflecting on how we describe the work we do and what sets us apart. How do we them understand what we mean by service design thinking and what that means for their organization in the experience economy and digital era are some things we have to consider.

Most organizations spend significant time designing tangible products, but services hardly receive any attention. But, in today’s marketplace, to succeed this needs to change, as generally services are less productive and cause more irritation and frustration to customers than products. So the heart of service design thinking is to improve and innovate the services customers use across different touchpoints and make a positive impact on them and the employee experience necessary for delivering it. The intent is to create a new value that previously did not exist.

To understand the scope, reach, and scale of service design thinking, would be like setting out for a fishing expedition. You are in the middle of a lake, where you have docked and ready to cast the net and catch fish. Ok so…The scale is how BIG your net is i.e. the ecosystem of service experience across different touchpoints for each product line. A big net is good because the chances of catching a big fish or many small fishes are high.

Focus on habit instead. A theory of cumulative advantage

Altimeter's benchmark study on the latest trends and best practices for companies undergoing a digital transformation.

Consumers are willing to pay more for highly personalized experiences, and for those companies who are delivering, research shows they typically grow at...

Por Shujel - El servicio al cliente es una parte integral de nuestro trabajo y no debe ser considerado como una extensión del mismo. El activo más vital de una

Understanding the customer is a crucial part of the work at Kuudes. We accordingly decided to conduct a thorough study of the motives and most recent trends underlying consumer choices and tour the whole of Finland to interview people. Read akk Finnish study - The Informed Consumer

Whether or not you plan for it, your brand provides a customer experience to your customers. Customers collect experiences throughout their journeys with your brand, regardless of your effort, investment or intent to deliver cohesive and satisfying experiences.People base decisions based on what they experience and hear about your brand.Every experience you provide to customers can…

Customers will return and pay more if they believe in the quality and value of the product or service, and especially if they feel the brand represents their own values and aspirations. Somewhere along the line however, the word loyalty has been hijacked to describe programmes that lock customers into a membership scheme or points…

I am a big proponent of superconsumer strategy : find, listen to, and engage with your most passionate customers; understand their tastes, emotions, and behaviors; lean into the aspects that also resonate with a much larger group of potential superconsumers; and then tailor your decision making, coordinate, and concentrate your cross-functional investments, and innovate—both your…

Proper ‘retention’ and onboarding starts the minute someone sets foot on your site, and their interaction can influence the rest of their experience over the next few hours, days, or weeks. Here’s how.

Research shows emphasizing novelty can backfire.

A great user experience can change the world. Read who's doing it well and why it's so important for all companies to adopt.

Algunos problemas de las empresas son más difíciles de resolver que otros. Pero muy pocos problemas puede ser tan frustrante y difícil de abordar como un