Q: Your 2015 Customer Experience Strategy A: 10 Useful Statistics

10 useful customer experience statistics to plan an efficient business strategy for the Age of the Customer.

Source: blog.neosperience.com



In #CX, you must accelerate, match or outpace the speed of market transformation

The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, marketing, and support models.
Social, mobile, and real-time each contribute to a new reality for customer experiences and engagement.

Source: www.briansolis.com

© Elena Alfeerova

© Elena Alfeerova


Digital is Just a Means to Reach People…It’s How and Why You Use It That Matters – Brian Solis

Disruptive technology is just that…it’s disruptive. Every so often, something new comes around and completely upsets the balance. Now, innovation is part of our society and it’s only accelerating. The key to success is to simply accept that this is the end of business as usual. The way that things were done only evolve to accommodate the expectations and preferences of evolved customers and employees.

Source: www.briansolis.com

Customer Collaboration: The New Face of Customer Care


Gamification Decks: Structure Gamification Projects with Design Thi…

Within this presentation I analyze how the process of Design Thinking might be a good fit for applying gamification on products or services.

See on de.slideshare.net




Strategic Planning – vital for any business

 pretty-glamorousSee on Scoop.itDesigning design thinking driven operations

Strategic planning is a vital undertaking for any organization. Most successful organizations have a comprehensive method of strategic planning that is revised periodically.

The interval between planning sessions has diminished over the past few years. The interval used to be about five years. These days, it’s closer to 2 years in many organizations. As a rule, the more the organization is impacted by technological developments, the shorter the interval. These days, with the global and national economic system as uncertain as it is, strategic planning is more difficult, but more important, than ever.

Plans do not always succeed in their execution. There are a variety of reasons for this, but most fall into the following categories:

1. Lack of motivation and personal ownership

2. Poor communication

3. Idea behind the plan is too vague

4. Passive management

5. No/poor Leadership

For a plan to succeed, there needs to be a connection with the real world, not just an idealized vision. The real world includes (among others) items such as:

~ Technology

~ Customer expectations

~ Employees

~ Resources

~ Local and national Economy

~ Demographics

Fred Zimny‘s insight:

And your business is also professional and personal goals

See on workforcesolutions.stlcc.edu


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Strategy or Execution: Which Is More Important?

Found at Strategy or Execution: Which Is More Important?.

Many business leaders think they’d rather have great execution than superior strategies, but you can’t have the first without the second.

Read all at Strategy or Execution: Which Is More Important?.

My point of view: strategy first, execution second (with very little distance between these 2 concepts).

spoony:“Approaches to the History of Art”, Edie Campbell photographed by Aladair McLellan in 032C Fall 2012

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