Bad Reasons For NOT Having A Chief Customer Officer | Forrester Blogs

Probably the same assumption that customer relations can be managed. I prefer chief customer experience officer or something like that.  Something that is also the elaboration of the author in his post…What do you prefer? Found at Bad Reasons For NOT Having A Chief Customer Officer | Forrester Blogs. I recently updated our research on enterprisewide customer experience leaders, who we refer to as “chief customer officers” or CCOs. While they often don’t have that exact title, we identified around 600 individuals who carry a mandate to improve the end-to-end customer experience at their company. We did some deeper research on … Continue reading Bad Reasons For NOT Having A Chief Customer Officer | Forrester Blogs

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Do Not Blame E-Commerce For A Retailer’s Troubles – Seeking Alpha

Indeed, not able (or willing) to adapt to a changing context! From my own experience in the retail field as professional and person. What do you think? Found at Do Not Blame E-Commerce For A Retailer’s Troubles – Seeking Alpha. For years we have all been told that online retailers, led by Amazon (AMZN), would be the death knell of physical retailers. We’ve been told that physical retailers simply cannot compete with the Internet. The truth is that retail, no matter what medium it takes, is all about one thing: customer service Read all at o Not Blame E-Commerce For A Retailer’s … Continue reading Do Not Blame E-Commerce For A Retailer’s Troubles – Seeking Alpha

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Stop Trying to Delight Your Customers: The Idea in Practice

Wasting money for your customers and your organization, in my opinion. Exceeding is enough. What do u think? Found at Stop Trying to Delight Your Customers: The Idea in Practice – Matthew Dixon, Lara Ponomareff, and Anastasia Milgramm – Harvard Business Review< The notion of going above and beyond customer needs is so entrenched in organizations that managers rarely question it. But delighting your customers may be a waste of time and energy. In fact, most customers just want a simple, quick solution to their problem. Read all at Stop Trying to Delight Your Customers: The Idea in Practice – Matthew Dixon, … Continue reading Stop Trying to Delight Your Customers: The Idea in Practice

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What does customer experience mean in social CRM? | My Social Customer

Acknowledge the fact that the customer is in the lead, is my statement! Found at What does customer experience mean in social CRM? | My Social Customer. Is CEM separate from CRM? I’ve seen many vendors and bloggers offering CRM tools for the companies, that really don’t meet the clients’ expectations. Either they are comprehensive platforms with enormous amount of new technology needed to be learnt or solutions for a single stumbling block. Companies consider the whole CRM as a technic instrument instead of seeing it as a strategy. But why? It’s because we see the causation behind the customer experiences as … Continue reading What does customer experience mean in social CRM? | My Social Customer

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