Heart of the Customer

APRIL 24, 2016

In his terrific book X: The Experience When Business Meets Design, Brian Solis argues persuasively for ending your customer’s journey on a high note. Excellent advice, but not often followed. The importance of starting strong is well-known—websites begin with a striking visual, stores focus on greeting customers as they come in. But what about the […].

Meeting 86

Meeting Customer Experience Customers 86

Quadient

APRIL 24, 2016

Customer Journey Mapping: A brand's GPS to loyalty and advocacy. p.deluca. Sun, 04/24/2016 - 23:00. Don’t assume a customer journey is a linear path. Customers don’t see the journey: they just want to purchase a product or service from your company; get their product repaired as quickly as possible or get an answer to their question in a short amount of time.

Customer Journeys 52

Customer Journeys Loyalty Brands Roadmap 52

Kate Nasser

APRIL 24, 2016

Leaders who want employee engagement do well when they develop a culture of generosity. Would your teams welcome it? Before you jump in and say yes, explore these thoughts. The post Leaders, Are Your Teams Uncomfortable With Generosity? appeared first on KateNasser.com.

Employee Engagement 42

Employee Engagement Culture Engagement Leadership 42

Martin Hill-Wilson

APRIL 24, 2016

I wonder how many people feel frustrated with trying to make things happen as intended. I’m not talking about small, buzzy fintechs who sense gold around the next rainbow. Just your average £500m+ organisation stuffed with talent. But equally stuffed by their own debilitating way of doing things. I know this to be the case. As do you. The typical banter during Friday night wine bar sessions is full of office gossip.

Omni-Channel 40

Omni-Channel Government Innovation Survey 40

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