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The human factor in service design | McKinsey & Company

Focus on the human side of customer service to make it psychologically savvy, economically sound, and easier to scale.
A McKinsey Quarterly article.

Source: www.mckinsey.com

teachingliteracy:Spells that Transform by Queen-Kitty

teachingliteracy-spells-that-transform-by

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

Narnia by *LongBeautifulDay on deviantARTProbably 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 close to 200 of them in order to understand the general profile of these people as well as how their positions are structured within their companies.

Forrester has witnessed a marked increase in the position over the past six years.

Read all at 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

teachingliteracy:</p><br />
<p>(by Matteo Vaccari)<br /><br />
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 Troubles – Seeking Alpha.

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

500px / Photo “Paris” by Mike Weis

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 a data that has been gathered into the CRM system. But it’s not that straightforward to separate these two words, since they go side by side.

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3 Steps to Understanding Buying Behavior

cross-of-nothing:</p><br />
<p>(by yougo jeberg)<br /><br />
Found at 3 Steps to Understanding Buying Behavior.
The calls start well, but often end in disaster. Well-trained sales reps identify buyer’s needs by asking a series of scripted questions. This exercise can uncover useful information for the rep, but it provides little value to the customer. For many buyers, the ‘discovery’ sales call is the second, third or fourth interrogation with the same questions by yet another competitor. No wonder one of these sales calls was recently recognized as the “Worst Sales Call of 2011.”

Read all at 3 Steps to Understanding Buying Behavior.

Buyer's Journey

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