From what people really value at work to robots. Source: hbr.org Continue reading Highly recommended: The Year in Management, Told in 20 Charts – HBR
The basic idea behind omni-channel strategy is the reduction or elimination of customer experience fragmentation. Below are some examples of fragmentation from the most simple and obvious, to the more complex and inconspicuous: Source: blog.cx-iq.com Related articles The Future Contact Center Summit Announces Keynote Speaker Lee Cockerell 3 Questions for the Author of “Hooked on Customers” Show Organizers Use Customer Experience Virgin’s customer chief: Customer experience comes down to your people – CMO This Trumps Customer Experience Continue reading Q: corporate silos? A: How to build bridges between | Customer Experience IQ Blog
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
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?
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