At last, again, again and again: The Value of Customer Experience, Quantified

It drives revenue – and we know how much. Source: hbr.org Related articles Get Ready for a Brand New HBR.org – Katherine Bell – Harvard Business Review How Smart, Connected Products Are Transforming Competition – Harvard Business Review Harvard Research: What female CEO’s need to make it to the top. Will music as a service destroy music? The Best-Performing CEOs in the World Continue reading At last, again, again and again: The Value of Customer Experience, Quantified

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How to lead your organization in 2014?

This post is written for 24sessions.com, a young startup to disrupt intermediaries in knowledge transfer.   Will your business life still be full of merely scheduling new brand concepts, new services and products? Often based on old concepts and sometimes – does management not imply risk taking? – an emerging novelty as the 2014 WOW-factor. Take a moment to reflect on your leadership activities of the last decade before the end of the Great Financial Depression! Can you agree with my claim that we are living in a transition phase? Not just because of the massive use of technology by … Continue reading How to lead your organization in 2014?

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Lifetime Customer Value Case Study: Starbucks [Infographic] – Business 2 Community

How much is a customer worth to Starbucks? $14,099 http://t.co/Vw9QYXeEZV #customer #leadership #retail #starbucks #cex #custserv #cx #cem See on http://www.business2community.com Photocredit: Andrea Zehnder Related articles Starbucks Graduation Day! (starapprentices.wordpress.com) The Starbucks phenomenon (tabeahoellger.wordpress.com) Starbucks Engages with Gamification (yellowsequoia.com) The Starbucks train: opening new routes to consumer (wheresthesausage.typepad.com) Starbucks, This Exit (tallgrandeventi.wordpress.com) Is Starbucks’ Bad Spelling a Marketing Strategy? (coffeytalkblog.com) Continue reading Lifetime Customer Value Case Study: Starbucks [Infographic] – Business 2 Community

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How not getting crushed: a book review of Mark Ingwer’s Empathetic Marketing

I’m a regular reader of marketing books. For the sake of  my professional and personal development; and because books – in any form – are fun reading. Having spent some effort into service design,  i was looking for ways to better understand what drives empathy, a primary building stone in service design.  And how  to enhance a successful application. Over the last decades, many great theories about how to empathize have become available. The finest example for me is David Rock’s Your brain at work which empowers managers to use neuroscience insights to improve professionally and personally. And now an equivalent is available for marketeers and … Continue reading How not getting crushed: a book review of Mark Ingwer’s Empathetic Marketing

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Enablers and levers of organisational change and performance | The Holos Group

See on Scoop.it – Designing design thinking driven operations RT @richardharmer: New BLOG: Enablers and levers of organisational change and performance | http://t.co/7kABbzgq8y See on theholosgroup.com Photocredit:  memoirs-of-a-paper-town) Related articles Customer Experience Excellence Best Practices – How to create a customer centric culture Culture, Levers, And Levels What are the Human Capital implications of disruptive technology? The Positive ROI of Conferences: A Deep Look at #MozCon – Moz Seth’s Blog: You can’t change everything or everyone, but you can change the people who matter Design Thinking; A Relevant Innovation Process for Organizations | JBC Continue reading Enablers and levers of organisational change and performance | The Holos Group

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