Why is focus on customer excellence so important? Because in a global, connected world in which venues, products and services are increasingly interchangeable and prices ever more transparent, the (memorable) customer experience often becomes the key differentiator. Customer Excellence pays off in general: customer retention is far less expensive than customer acquisition and great customer experience results in the reduction of (process) costs within the framework of complaint handling. Plus - it’s a profitable marketing strategy: Word-of-mouth advertising is the best kind of advertising that money can’t buy.
In this session we will show you examples and approaches on how to set-up up a customer experience measurement program that will provide you with precise data on your customers and actionable insights for the definition of customer excellence measures which will be helping you to ensure sustainable business success with meeting organizers in companies and associations.
Successful and unsuccessful bids. There is a story to be shared behind every one.
In this seminar, attendees will drive the discussion while hearing real stories from both the PCO’s and an international associations’ perspective about the importance of knowing the whole story and what you should consider when bidding for meetings and congresses. We all bid to win but sometimes a lost bid can result in a positive story too. Attendees will gain practical insights and learn valuable considerations and tips that can be implemented in their own processes and strategies when bidding for regional and international meetings and congresses.
For the first time ever digital advertising will become 50% of the total global spend for advertising. Yet, within all sponsorship categories it is only 3% of the total spend. There is a huge opportunity for event owners to increase revenue and improve sponsor satisfaction utilizing digital assets as a part of your sponsorship offers. In this session, we will review the digital landscape of opportunities, with detailed examples. You will come away with ideas that are practical and straightforward to implement.
Vicari Advertising is a full-service marketing and advertising agency founded in 2002 and located in New York City. It offers strategic planning, creative development, interactive services, media planning and buying, and public relations. Key services include marketing discovery workshops, website design, email marketing, and expertise in healthcare, non-profit, retail, financial, and direct response advertising. The agency operates with the goal of doing whatever it takes to get the job done right and values the client relationship.
Challenges and Opportunities by Steve FretwellKevin Pledge
The document discusses some of the key challenges and opportunities for Acceptiv Inc. in developing their online business. Some challenges mentioned include managing channel conflicts between direct-to-consumer and agent sales channels, navigating different regulatory considerations across provinces, and overcoming challenges with cross-selling different products that have separate underwriting. Opportunities include leveraging lessons learned from other successful online retailers, using customer data to provide more personalized value-added services, and standing out from competitors by optimizing the customer experience to make the online purchasing process quick and easy.
Startup Development Process; Issues to consider when building your startupDemetris Hadjisofocli
This presentation gives a brief outline of the important issues to consider when setting up a business. These issues include business modeling, revenue, partnerships, vendors and
Sean Fitzgerald is a highly skilled and accomplished sales executive with over 15 years of experience in sales, business development, and account management. He has a proven track record of consistently exceeding sales goals and being a top sales performer. Fitzgerald has worked in various industries including commercial cleaning, media, banking, home building, and lending. He is skilled in developing strategic sales plans, building client relationships, and serving as a solutions-oriented consultant.
Business Model Innovation: Designing and testing business model in a corporat...Milan Vukas
A hands-on workshop about how to design and test business models in a corporate environment. This workshop will empower you to create better value propositions for your innovative ideas.
This workshop was part of the Knowledge in Focus Conference 2016 organized by Podravka on 24. November 2016 in Zagreb, Croatia (More information about the event here: http://www.podravka.com/company/knowledge-in-focus-2016/)
Successful and unsuccessful bids. There is a story to be shared behind every one.
In this seminar, attendees will drive the discussion while hearing real stories from both the PCO’s and an international associations’ perspective about the importance of knowing the whole story and what you should consider when bidding for meetings and congresses. We all bid to win but sometimes a lost bid can result in a positive story too. Attendees will gain practical insights and learn valuable considerations and tips that can be implemented in their own processes and strategies when bidding for regional and international meetings and congresses.
For the first time ever digital advertising will become 50% of the total global spend for advertising. Yet, within all sponsorship categories it is only 3% of the total spend. There is a huge opportunity for event owners to increase revenue and improve sponsor satisfaction utilizing digital assets as a part of your sponsorship offers. In this session, we will review the digital landscape of opportunities, with detailed examples. You will come away with ideas that are practical and straightforward to implement.
Vicari Advertising is a full-service marketing and advertising agency founded in 2002 and located in New York City. It offers strategic planning, creative development, interactive services, media planning and buying, and public relations. Key services include marketing discovery workshops, website design, email marketing, and expertise in healthcare, non-profit, retail, financial, and direct response advertising. The agency operates with the goal of doing whatever it takes to get the job done right and values the client relationship.
Challenges and Opportunities by Steve FretwellKevin Pledge
The document discusses some of the key challenges and opportunities for Acceptiv Inc. in developing their online business. Some challenges mentioned include managing channel conflicts between direct-to-consumer and agent sales channels, navigating different regulatory considerations across provinces, and overcoming challenges with cross-selling different products that have separate underwriting. Opportunities include leveraging lessons learned from other successful online retailers, using customer data to provide more personalized value-added services, and standing out from competitors by optimizing the customer experience to make the online purchasing process quick and easy.
Startup Development Process; Issues to consider when building your startupDemetris Hadjisofocli
This presentation gives a brief outline of the important issues to consider when setting up a business. These issues include business modeling, revenue, partnerships, vendors and
Sean Fitzgerald is a highly skilled and accomplished sales executive with over 15 years of experience in sales, business development, and account management. He has a proven track record of consistently exceeding sales goals and being a top sales performer. Fitzgerald has worked in various industries including commercial cleaning, media, banking, home building, and lending. He is skilled in developing strategic sales plans, building client relationships, and serving as a solutions-oriented consultant.
Business Model Innovation: Designing and testing business model in a corporat...Milan Vukas
A hands-on workshop about how to design and test business models in a corporate environment. This workshop will empower you to create better value propositions for your innovative ideas.
This workshop was part of the Knowledge in Focus Conference 2016 organized by Podravka on 24. November 2016 in Zagreb, Croatia (More information about the event here: http://www.podravka.com/company/knowledge-in-focus-2016/)
Otherside Consulting business growth strategy is to foothold emerging companies striving to penetrate international markets, augment brand visibility, develop potential customer base and build continuous revenue opportunities to achieve long term growth objectives. Our mission is to connect the missing link between clients and customers, build strategic alliances and strengthen business relationships with companies all over the world.
How Penn State College of Agricultural Sciences Uses Cvent to Grow its Events...Cvent
This document summarizes how Penn State College of Agricultural Sciences uses Cvent event management software to improve its events programs. It outlines how Cvent helped the college quadruple registrations, triple administrative fees collected, increase the number of programs by 6 times, and increase income returned to clients by 10 times, all while maintaining the same number of staff. Charts show improvements in key metrics like total income, fees collected, income to clients, and registrations from 2006 to 2014. The document advocates for setting common goals and standards, holding people accountable, and continuous improvement to fully leverage event management systems. It concludes that further advancement, like transitioning to their Atlas system, will take the program to the next level.
Chris Moore: Developing Coherent Strategy in Turbulent Timeseaquals
The document discusses developing coherent strategy in turbulent times. It notes that the current environment features changing times, widespread globalization, low barriers to entry, commoditization, market consolidation, and political/economic instability. It emphasizes that strategy is about making deliberate choices to be different from competitors. Some key elements of strategy discussed include the Ansoff Matrix for growth opportunities, value proposition canvassing, and choosing activities differently than rivals. The document then introduces lean strategy, which involves experimenting within strategic boundaries, measuring metrics and market feedback, and learning from experiments to potentially revise the strategy through review.
Having channel partners is an effective strategy for organizations seeking global expansion, new market penetration, localized support, and to test markets before large investments. It allows organizations to leverage partners' expertise in areas where they lack in-house knowledge. Common types of channel partners include representatives, agents, resellers, distributors, affiliates, and franchises operating at the city, regional, national, or global level. The key benefits of channel partnerships include increased reach, marketing, branding, sales, support, intelligence, and returns on investment. Managing partnerships requires defining partner levels and roles, marketing strategies, service levels, pricing, promotions, and reviews.
Sophisticated marketing and business development/sales functions do not ensure competitiveness. There are numerous factors that determine a company's competitiveness. This presentation identifies factors that must be addressed to maximize a company's competitiveness.
Universal Associates - Re-evaluating Employee Roles and the Account Holder Ex...Chad Davis
This document discusses moving from a traditional branch staffing model to a universal associate model. It provides an overview of designing universal branches, including optimizing space, changing the customer experience, and creating a sales-focused environment. The document also discusses finding and training universal associates, using technology to support them, and tips for management. Overall, it argues that a universal associate model can improve sales and reduce costs compared to only using traditionally trained branch staff.
Chris Moore: Applying the Business Model Canvas to Your Businesseaquals
The document discusses the Business Model Canvas, which is a tool for developing and analyzing business models. It presents the key elements of a business model using the Business Model Canvas template, including customer segments, value propositions, channels, customer relationships, revenue streams, key resources, key activities, key partnerships, and cost structure. It then provides an example of how the Business Model Canvas can be applied to Airbnb's business model.
The document outlines the criteria for communities to become certified through the Economic Development Certified Community Program. It discusses having an organized lead agency, conducting a comprehensive community assessment and strategic plan, implementing a business retention and expansion program, identifying local targets for economic development, controlling available buildings and sites, ensuring adequate infrastructure, providing local financing options, and undergoing training. It notes the benefits of certification and that communities must recertify every three years by submitting an evaluation and long-range strategic plan.
Discussed to initiate a business incubation centre at Mirzapur ,Uttar Pradesh India. The Idea was cPresented by Akhilesh Shukla Director JSS Mirzapur in a workshop held on 04th April 2019 at Mirzapur.
This document discusses organizational design and control for international companies. It begins by outlining learning objectives related to organizational structures, forms, decision making, and information reporting. It then discusses why organizational design is important for integrating global business activities and responding to change. The document outlines dimensions to consider in structure selection like departmentalization and coordination. It also discusses various organizational forms like product, geographic, functional, hybrid, and matrix structures. The document outlines factors involved in decision making between parent and subsidiary units as well as maintaining control of joint ventures. It concludes by discussing trends in organizational structures and factors in maintaining control.
The Washington, DC Economic Partnership can provide several services to those looking to open or expand their business in Washington, DC. Services range from site location assistance (finding you a location for your business), market research (e.g. demographics, development trends) and educational seminars.
According to a recent Forbes report, 89% of business leaders believe analytics will revolutionise business operations. Analytics not only provides marketers with valuable insights but also serves as the driving force behind the effectiveness of digital marketing.
Understanding your customers' behaviour and preferences helps you drive targeted messages across different digital and social platforms, allowing you to communicate with them more effectively.
In collaboration with the Marketing Institute of Singapore (MIS), Singtel invites you to a complimentary workshop on Digital Marketing analytics.
Key Points:
• Learn how analytics enables you to gain insights on your customers so as to develop effective marketing strategies
• Understand how to put together an effective web measurement programme to define and improve marketing ROI
• Acquire skills to better market your products or services to your target audience using the right tools and platforms
Customer Experience is a key differentiator – globally, 81% of consumers are willing to pay more for a better experience [Capgemini]. Learn about the changing customer environment, how to go about creating a customer experience-led approach and the benefits it will bring!
While customer experience is a top priority among business leaders, very few are successful in building a financial business case for their customer-focused efforts. As a result, customer experience improvement initiatives may not get the attention they deserve in the boardroom. In the presentation, “Connect the ROI Dots with a Customer Experience Value Strategy”, Don Ryan, senior partner, iKnowtion, a TeleTech Company, and Elizabeth Glagowski, editor-in-chief, Customer Strategist Journal, discuss concrete steps companies can take to tie customer experience to financial impact. Learn how to:
- Make the quantifiable business case for customer experience initiatives
- Translate NPS, customer experience scores, and other measurements into corporate financial terms using advanced analytics
- Understand which metrics lead to financial outcomes, so you know which levers to pull
[Webinar] The Scalable Way: Unlocking Data To Drive Great Customer Experience...VWO
Watch this webinar to understand how some of the leading Fortune 2000 organizations have built a robust and scalable process to turn data into insights, and to use insights to elevate their CX leading to drastically higher conversions and in turn Revenue/ROI.
The Scalable Way: Unlocking Data To Drive Great Customer Experience and Conve...VWO
Watch this webinar to understand how some of the leading Fortune 2000 organizations have built a robust and scalable process to turn data into insights, and to use insights to elevate their CX leading to drastically higher conversions and in turn Revenue/ROI.
The document summarizes the Balanced Scorecard framework and provides examples of how it can be used. It discusses how the Balanced Scorecard translates strategy into objectives and measures across four perspectives: financial, customer, internal processes, and learning and growth. It provides an example scorecard for an electronics company and outlines the key principles of using the Balanced Scorecard to align organizational goals and strategy.
Otherside Consulting business growth strategy is to foothold emerging companies striving to penetrate international markets, augment brand visibility, develop potential customer base and build continuous revenue opportunities to achieve long term growth objectives. Our mission is to connect the missing link between clients and customers, build strategic alliances and strengthen business relationships with companies all over the world.
How Penn State College of Agricultural Sciences Uses Cvent to Grow its Events...Cvent
This document summarizes how Penn State College of Agricultural Sciences uses Cvent event management software to improve its events programs. It outlines how Cvent helped the college quadruple registrations, triple administrative fees collected, increase the number of programs by 6 times, and increase income returned to clients by 10 times, all while maintaining the same number of staff. Charts show improvements in key metrics like total income, fees collected, income to clients, and registrations from 2006 to 2014. The document advocates for setting common goals and standards, holding people accountable, and continuous improvement to fully leverage event management systems. It concludes that further advancement, like transitioning to their Atlas system, will take the program to the next level.
Chris Moore: Developing Coherent Strategy in Turbulent Timeseaquals
The document discusses developing coherent strategy in turbulent times. It notes that the current environment features changing times, widespread globalization, low barriers to entry, commoditization, market consolidation, and political/economic instability. It emphasizes that strategy is about making deliberate choices to be different from competitors. Some key elements of strategy discussed include the Ansoff Matrix for growth opportunities, value proposition canvassing, and choosing activities differently than rivals. The document then introduces lean strategy, which involves experimenting within strategic boundaries, measuring metrics and market feedback, and learning from experiments to potentially revise the strategy through review.
Having channel partners is an effective strategy for organizations seeking global expansion, new market penetration, localized support, and to test markets before large investments. It allows organizations to leverage partners' expertise in areas where they lack in-house knowledge. Common types of channel partners include representatives, agents, resellers, distributors, affiliates, and franchises operating at the city, regional, national, or global level. The key benefits of channel partnerships include increased reach, marketing, branding, sales, support, intelligence, and returns on investment. Managing partnerships requires defining partner levels and roles, marketing strategies, service levels, pricing, promotions, and reviews.
Sophisticated marketing and business development/sales functions do not ensure competitiveness. There are numerous factors that determine a company's competitiveness. This presentation identifies factors that must be addressed to maximize a company's competitiveness.
Universal Associates - Re-evaluating Employee Roles and the Account Holder Ex...Chad Davis
This document discusses moving from a traditional branch staffing model to a universal associate model. It provides an overview of designing universal branches, including optimizing space, changing the customer experience, and creating a sales-focused environment. The document also discusses finding and training universal associates, using technology to support them, and tips for management. Overall, it argues that a universal associate model can improve sales and reduce costs compared to only using traditionally trained branch staff.
Chris Moore: Applying the Business Model Canvas to Your Businesseaquals
The document discusses the Business Model Canvas, which is a tool for developing and analyzing business models. It presents the key elements of a business model using the Business Model Canvas template, including customer segments, value propositions, channels, customer relationships, revenue streams, key resources, key activities, key partnerships, and cost structure. It then provides an example of how the Business Model Canvas can be applied to Airbnb's business model.
The document outlines the criteria for communities to become certified through the Economic Development Certified Community Program. It discusses having an organized lead agency, conducting a comprehensive community assessment and strategic plan, implementing a business retention and expansion program, identifying local targets for economic development, controlling available buildings and sites, ensuring adequate infrastructure, providing local financing options, and undergoing training. It notes the benefits of certification and that communities must recertify every three years by submitting an evaluation and long-range strategic plan.
Discussed to initiate a business incubation centre at Mirzapur ,Uttar Pradesh India. The Idea was cPresented by Akhilesh Shukla Director JSS Mirzapur in a workshop held on 04th April 2019 at Mirzapur.
This document discusses organizational design and control for international companies. It begins by outlining learning objectives related to organizational structures, forms, decision making, and information reporting. It then discusses why organizational design is important for integrating global business activities and responding to change. The document outlines dimensions to consider in structure selection like departmentalization and coordination. It also discusses various organizational forms like product, geographic, functional, hybrid, and matrix structures. The document outlines factors involved in decision making between parent and subsidiary units as well as maintaining control of joint ventures. It concludes by discussing trends in organizational structures and factors in maintaining control.
The Washington, DC Economic Partnership can provide several services to those looking to open or expand their business in Washington, DC. Services range from site location assistance (finding you a location for your business), market research (e.g. demographics, development trends) and educational seminars.
According to a recent Forbes report, 89% of business leaders believe analytics will revolutionise business operations. Analytics not only provides marketers with valuable insights but also serves as the driving force behind the effectiveness of digital marketing.
Understanding your customers' behaviour and preferences helps you drive targeted messages across different digital and social platforms, allowing you to communicate with them more effectively.
In collaboration with the Marketing Institute of Singapore (MIS), Singtel invites you to a complimentary workshop on Digital Marketing analytics.
Key Points:
• Learn how analytics enables you to gain insights on your customers so as to develop effective marketing strategies
• Understand how to put together an effective web measurement programme to define and improve marketing ROI
• Acquire skills to better market your products or services to your target audience using the right tools and platforms
Customer Experience is a key differentiator – globally, 81% of consumers are willing to pay more for a better experience [Capgemini]. Learn about the changing customer environment, how to go about creating a customer experience-led approach and the benefits it will bring!
While customer experience is a top priority among business leaders, very few are successful in building a financial business case for their customer-focused efforts. As a result, customer experience improvement initiatives may not get the attention they deserve in the boardroom. In the presentation, “Connect the ROI Dots with a Customer Experience Value Strategy”, Don Ryan, senior partner, iKnowtion, a TeleTech Company, and Elizabeth Glagowski, editor-in-chief, Customer Strategist Journal, discuss concrete steps companies can take to tie customer experience to financial impact. Learn how to:
- Make the quantifiable business case for customer experience initiatives
- Translate NPS, customer experience scores, and other measurements into corporate financial terms using advanced analytics
- Understand which metrics lead to financial outcomes, so you know which levers to pull
[Webinar] The Scalable Way: Unlocking Data To Drive Great Customer Experience...VWO
Watch this webinar to understand how some of the leading Fortune 2000 organizations have built a robust and scalable process to turn data into insights, and to use insights to elevate their CX leading to drastically higher conversions and in turn Revenue/ROI.
The Scalable Way: Unlocking Data To Drive Great Customer Experience and Conve...VWO
Watch this webinar to understand how some of the leading Fortune 2000 organizations have built a robust and scalable process to turn data into insights, and to use insights to elevate their CX leading to drastically higher conversions and in turn Revenue/ROI.
The document summarizes the Balanced Scorecard framework and provides examples of how it can be used. It discusses how the Balanced Scorecard translates strategy into objectives and measures across four perspectives: financial, customer, internal processes, and learning and growth. It provides an example scorecard for an electronics company and outlines the key principles of using the Balanced Scorecard to align organizational goals and strategy.
From Digital Analytics to Insights: Data-Driven Decision Making & Changes in Consumer Trends to Effectively Develop Below-the-Line Campaigns / Guest speaking on Nov 25, 2015 at Asia Business Connect's Conference on
"Effective Below-the-Line Marketing Strategies"
Marketing and CRM are shifting from classic campaign management to an engagement-focused initiative, making it a multi-touchpoint and cross-functional challenge. Learn how to become super-efficient and generate engagement uplifts north of 100% with Nexus' Managing Director Nils Weber.
SXSW_Synthesis for Business Transformation James Tantaro
The document discusses opportunities for innovation at an organization. It notes that predictive insights should drive effortless customer experiences. Customer journeys should be viewed holistically rather than through isolated metrics. User experience is critical to meeting customer expectations. Communities need to function as marketplaces to better support customers. Visualizing the entire customer journey is important for personalized service. Understanding customers through deep insights and pattern-based profiles can help target products and messaging more effectively. Early warning systems, collaboration channels, and product development alignment can also boost customer retention and acquisition. The Internet of Things, 3D printing, and other trends require new approaches. Overall customer, employee, and brand experiences must be improved through personalization across channels and feedback loops.
This document summarizes the results of a survey conducted by IDC and MSI International between February and May 2007 with 218 respondents worldwide on partner business performance. Some key findings include:
- The majority of respondents were from the US (39%) and Western Europe (20%) and worked at companies with 10-49 employees (53%) that focused on being a VAR (73%).
- Partners in the top quartile for operating profit as a percentage of revenue spent more time focusing on existing customers rather than new customers across sales, marketing, and service functions. They also saw higher average deal sizes with existing customers.
- The document recommends designating an existing customer champion to focus efforts on prioritizing communications and executing
A Roadmap for a Successful P2P Automation JourneyKissflow
This document provides an overview of e-procurement and the benefits it provides as well as barriers to digital transformation in procurement. It outlines a roadmap for a successful automation journey including developing a digital strategy, identifying champions, educating stakeholders on benefits, running a pilot program, training users, and reviewing results. An ROI calculator is included to estimate potential savings. The document also describes Kissflow's procurement solution and provides an example customer case study.
This document discusses improving contact center quality programs. It addresses common issues like not measuring financial return on quality investments and lack of linkage between quality metrics and customer satisfaction. The document provides recommendations in key areas: measuring quality program costs and ROI; correlating monitoring scores to customer feedback; and collaborating across departments to build value. It also highlights opportunities to strengthen quality program structure and reporting based on survey results. Overall, the document provides guidance on optimizing quality assurance to better meet customer expectations and organizational goals.
Microsoft Accounting Software | Value Proposition AnalysisKashyap Shah
This presentation describes various features of Microsoft's Accounting software for SME & MSMEs in India. It also includes balanced score card and competitive analysis based on the value offerings by Microsoft.
The document outlines a typical procurement transformation journey from basic functionalization to achieving procurement excellence. It involves developing strategic sourcing processes, category strategies, and integrated source-to-pay processes and technologies over 4-5 years. The vision is to establish a center of excellence that delivers world-class procurement capabilities by maximizing value, delivering benchmark performance, leveraging technologies, and developing a high-performing team.
The document discusses web analytics and understanding visitor behavior. It begins by outlining why measuring website metrics is important for businesses. It then provides an overview of key performance indicators (KPIs) businesses should track, such as leads, sales, visitors, and errors. The document emphasizes that analytics should start simply, by setting up basic tracking using Google Analytics, before expanding to more advanced metrics. It stresses communicating findings through reports on metrics like conversion rates, rather than overwhelming data.
customer experience evaluation and modeling - opiniacZbigniew Nowicki
This document discusses opiniac.com, a customer experience modeling platform. It provides an overview of the company's services, key metrics, competitive advantages, and case studies. opiniac.com tools allow companies to capture customer feedback through surveys to help optimize websites and improve the customer experience. The platform has worked with many Polish e-commerce leaders to better understand customer needs and satisfaction levels.
Similar to 58th ICCA Congress | Customer Excellence as key brand differentiator for destinations – how to measure it? (20)
The document provides information about joining the ICCA Association Community. Some key benefits mentioned include peer-to-peer networking at ICCA events, access to the ICCA Association Meetings Database and Destination Comparison Tool, and thought-provoking education. To join, an association must be non-governmental, have rotating meetings across 3+ countries with 50+ participants, and not be managed by third parties. The annual fee to join is 250 Euros. Interested associations should complete an application form and submit it for review.
The document discusses ethics and credibility in the business events industry. It summarizes key principles from the King IV report on corporate governance in South Africa, including establishing an ethical culture, effective leadership, risk governance, and stakeholder-inclusive approaches. It emphasizes that good governance requires more than just rules and compliance, and depends on individuals bringing ethical values and behaviors to organizations. Failure to implement strong governance can lead companies to ruin, as shown by the examples of Steinhoff, Tongaat Hulett, Theranos, and Thomas Cook.
The document discusses ethics and credibility within the business events industry. It addresses how to instill professional and ethical behavior through transparency, controls, mission statements, policies and procedures. This includes developing a project governance framework that aligns with company values and a project ethics framework. Having clear contracts, codes of conduct, qualifications and selecting professional partners can help. The challenges of potential conflicts of interest, inappropriate relationships, and optimizing objectives in a way that does not consider all stakeholders are also covered.
The Africa Society for Blood Transfusion (AfSBT) is a non-profit organization that advocates for high ethical and professional standards in blood transfusion across Africa. It offers an accreditation program called SWAP to improve quality and safety of blood transfusion services. AfSBT also provides education and training programs. It relies on revenue from fees for these services, memberships, sponsorships, and partnerships with other organizations to fund its operations and activities. Successfully obtaining funding requires identifying appropriate sponsors and navigating ethical sponsorship guidelines. Past AfSBT conferences have faced challenges with venue locations, accommodation quality, and high attendance costs.
This document outlines Novo Nordisk's policies for providing sponsorships. It defines sponsorships as financial or non-financial contributions to specific activities or events where Novo Nordisk receives a direct benefit in return. The key requirements for sponsorships include accountability and approval processes, only providing support to appropriate recipients, ensuring Novo Nordisk receives a tangible benefit, determining an appropriate value, requiring a written agreement, obtaining follow-up documentation, and tracking sponsorships according to transparency requirements.
Expo 2020 Dubai is expected to be the largest World Expo in history, with 25 million visits expected over its 6 month duration. It will be held in Dubai, UAE from October 2020 to April 2021, with the theme of "Connecting Minds, Creating the Future". The Expo will feature 192 country pavilions showcasing innovation and culture. It is aimed at promoting global cooperation and generating economic and social impact through connectivity.
The document discusses how cities can collaborate through the BestCities Global Alliance to help each other win bids for conferences and events. It emphasizes sharing knowledge and partnerships between cities to provide innovative solutions that meet clients' goals. Cities work together through endorsing each other, sharing business intelligence, and co-hosting events to strengthen their bids and create positive impacts for clients, partners, and the industry.
The document discusses South Africa's efforts to bid for business events like conventions and exhibitions. It outlines key entities in the business events industry and notes that a national convention bureau's primary role is to market and sell its destination. The document emphasizes the importance of a coordinated team approach to generate leads, convert them into bids, and provide support services throughout the bidding and event planning processes. It also discusses strategies for engaging local associations to host meetings and conferences across South Africa to spread economic benefits.
The document discusses statistics and trends about international association meetings from a global and African perspective. It provides data showing that while Africa hosted 3.19% of international association meetings in 2018, its market share has been growing slightly each year from 2014 to 2018. South Africa, Morocco, Egypt, and Kenya hosted the most meetings in Africa, while Cape Town, Kigali, Marrakesh, and Nairobi hosted the most meetings per city. The top subjects of meetings in Africa from 2009-2018 were medical sciences, science, and technology.
An overview of the ICCA Congress 2019 sustainability efforts - the steps taken to improve the social, environmental and economic performance of our Congress.
Jonathan Low gave a presentation in Houston, USA on achieving a winning sales and service performance culture. The presentation focused on sales performance metrics, taking responsibility, collaboration, and partnership. Low emphasized the importance of publicly celebrating successes and developing a vision. He encouraged attendees to take ownership and responsibility over their performance. The presentation was intended solely for attendees of the conference and not to be shared more broadly.
The document outlines the agenda for the Forum for Young Professionals 2019 (FYP19) conference hosted by the International Congress and Convention Association (ICCA) in Barcelona from November 17-19, 2019.
The agenda details the various sessions and activities over the 3 day conference, including identifying promising ideas from pitches by young professionals, developing solutions in working groups, and presenting solutions. Key sessions include listening to pitches, voting on topics, working in groups to create solutions around selected topics, and presenting solutions. The document provides details on the topics selected and the schedule of group work and presentations. The goal is for young professionals to develop innovative ideas and solutions for the future of the events industry.
Does your convention bureau already run a well-established Ambassador Programme, but you're searching for that small twist or unique offering that sets your programme above the rest? Aimed at destination marketers experienced in creating and implementing Ambassador Programmes, this session will provide delegates with the tools to innovative and develop their programmes even further for the continued benefit of their local communities.
How can you position yourself as a leader in a target industry if you do not win corresponding bids for your destination? Create an event yourself, spread knowledge, and build your reputation as a source of sector expertise! But with new ideas come risks and challenges before possible reward, and local economic and govermental buy-in are vital for your project to get off the ground. Join this session for insights into this complex yet potentially-lucrative process and learn where to start, who to involve and how to build a solid strategy to help you convince the necessary stakeholders and win local support for your new event.
The Information Age has been marked by data privacy scandals and resulting landmark legislation: the implementation of GDPR, mass data leaks, Cambridge Analytica and numerous hacking incidents have taught governments and global corporate entities that cybersecurity is paramount. How are you protecting the data of your clients, consumers and users? Join this session to update yourself on the latest thinking in the field with expertise from Guy Golan, renowned cyber security and privacy expert and corporate governance specialist. More details to follow.
When we come together, we create and innovate! Demonstrating how you can bring previously unconnected professional groups together to interact for the transfer of knowledge and unique skill-building opportunities, Pumps & Pipes, a Houston-based interdisciplinary association of STEM professionals, will show us how innovation and new ideas can be born through a model of unlikely collaboration. In it’s place add “Presentation and discussion will highlight the power of facilitating non-traditional intersections and the strategic incentives for doing so.
Never confuse a team of leaders with a leadership team! A team of leaders follows different visions, pursues work in multiple directions, and fights one another rather than the competition. A leadership team, on the other hand, is focused on a unified vision, works collaboratively, and transcends silos.
This session is for leaders that want their leadership team to realize its full potential. Eric Kaufmann has studied thousands of hours of coaching and consulting with leaders and teams, and teaches how leadership teams can stop burning precious time, energy, and goodwill.
This session dives into
- Understanding why every team throws tantrums
- Applying a process for uncovering team dysfunctions
- Accelerating the ability to significantly increase trust in the team
- Creating a leadership presence that inspires team alignment
Science alerts us that to significantly slow down Climate Change we have to reduce carbon emissions by 50% by 2030 and to be neutral by 2050. This requires that the events sector radically rethinks and redesigns our business strategies to not only become more sustainable, but to catalyse other industries while we regenerate our host environments and communities.
This raises the question are we ready to undertake the deep and exponential changes to survive, do we have the leadership capacities that this demands? And perhaps most importantly do we need to speed up the existing industry evolution or start a low carbon revolution?
In this inspiring, interactive and educating session, we will enter into a deep conversation, exploring the pioneering strategies and actions required to transform tomorrows events industry from one disrupted by a climate emergency to a sector that creates a prosperous future for all.
The session is designed to unlock the collective intelligence of the audience through a series of short Firestarter speeches from sustainability leaders from destinations, venues and clients, followed by a moderated debate and knowledge interchange between all participants.
Today’s technological revolution is an entirely different beast from the industrial revolution. The pace of change is exponentially faster and far wider in scope! Want to know much more? For more than ten years Soulaima has been speaking and writing how trends and tendencies impact your job and your industry. Understand the future of work by booking Soulaima Gourani reporting from the heart of Silicon Valley, Palo Alto.
Today we have an opportunity to shape the fourth industrial revolution, which will fundamentally alter how we live and work. Prof. Schwab (Founder of World Economic Forum) argues that this revolution is different in scale, scope and complexity from any that have come before. Characterized by a range of new technologies that are fusing the physical, digital and biological worlds, the developments are affecting all disciplines, economies, industries and governments, and even challenging ideas about what it means to be human.
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Delegates will listen to the experts pitch the value of their topic/expertise before deciding which one to focus on.
- Personal/Professional Development
- Sales & Marketing
- A Look at the Future
Please note you can only attend this session if you have a minimum of 7 years experience at Director level or above in the meetings industry and meet at least 2 of the following criteria:
- You have personally written or led led the team writing the strategic plan for your organisation
- You are currently playing a leading role in creating a new strategic plan for your organisation
- You currently hold an equivalent job title of CEO, Managing Director, Owner or Vice President
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via the ICCA Meetings App and
help us to shape next year’s
education programme!
Join the online
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#ICCAWorld
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International Congress and Convention Association #ICCAWorld#HoustonLaunch
3. International Congress and Convention Association #ICCAWorld#HoustonLaunch
Customer Excellence as key brand differentiator
for destinations – how to measure it?
5. The Age Of The Customer
Assembly lines Supply chains Automation Engagement
Source: Forrester 2015
• Apple
• Trip Advisor
• USAA
• Amazon
• IBM
• Microsoft
• Google
• Comcast
• Ford
• Boeing
• GE
• Siemens
6. Customer Focused Strategies Pay Off
“If there’s one reason we have
done better than our peers in
the internet space over the last
six years, it is because we have
focused like a laser on
customer experience, and that
really does matter,
I think, in any business.”
Jeff Bezos
8. From Product Centric To Experience Centric
“By 2020, customer experience will overtake
price and product as the key brand differentiator.”
Source: Walker
10. Customer Experience Matters
Source: Forrester 2018 / Temkin Group 2018
5x
revenue growth of
CX leaders vs.
laggards
86%
of buyers will pay
more for a better
customer
experience
+17%
customer loyalty
11. Customer Experience Builds Advocacy
Source: Forrester 2018 / Temkin Group 2018
“Customers with positive experience recommend companies to an average of three people
out of their friends, families and colleagues.”
“However, negative experiences are shared with up to 10 people.”
“Customers with positive experience have a 7x higher willingness to forgive failures.“
12. A Bad Experience Can Be Very Costly
Source: Temkin Group 2018 / McKinsey
15-20%
lower
cost of service
at companies that focus on
customer journey
optimization
14. The Delivery Gap
Source: Bain / Satmetrix 2010
80 : 8
80 percent of
companies believe
that they offer an
outstanding range of
products and
services
Eight percent of
the clients of
these companies
agree to this
17. Feedback: Simple & Holistic
Online At the contact / event Mobile
In the moment Email Social
Make it easy for your customers to give feedback, wherever they interact with you!
18. Feedback: Proactivity Is King
Standard experience Asked for feedback
8%
68%
Source: Review Trackers
Negative experience
34%
10%
50%
100%
Great experience
22%
20. Creating an Optimal Feedback System Architecture
Understanding all key elements that build relationship and service
experience – basis for strategic focus
Focus on identifying & understanding client segments or individual
(big) clients and their needs (account management)
Understanding the performance of an end-to-end customer
journey – basis for operational improvement
Focus on most important customer journeys (e.g. for destinations
– site inspection, congress organisation, incentive planning, etc.)
Key moments of truth or touchpoints that are in the focus of actual
improvement efforts (e.g. call centre/ reservation system/ web site)
Combined system and coaching approaches to achieve immediate
improvements. Tracking of success
Strategic
relationships
Customer
journeys
Individual
touchpoints
Alignment
yearly per
organization
continuously per
journey / event /
project
continuously per
touchpoint
21. International Congress and Convention Association #ICCAWorld#HoustonLaunch
CX Programs
That Deliver
Insights
22. Customer Experience Program‘s Performance
Source: Oracle 2018 / Frankfurt University of Applied Sciences 2017
Only 32%
of CX professionals feel they have access to the
information they really need to understand customers’
needs and previous interactions and can apply it to
improve their experience.
Only 1/2
of companies in Germany are satisfied with their
current customer satisfaction survey.
“What are your
experiences
with CX
programs?”
24. Key Pillars Of A Successful Customer Experience Program
Clarification of
strategic rationale and
key objectives
Definition of senior
management sponsor
Specification of
business needs and
prioritisation
Keep it simple and
pragmatic
Role specific
information and
workflows
Ease of access
(data & insights)
Ongoing audits of
system modules and
their usage
Adaptation of approach
to new business needs
2. Top management and
stakeholder buy-in
3. Optimal system
architecture
4. Active and committed
employees
5. Ongoing optimisation of
system to secure impact
Take an inventory of
current feedback
programs
Check both, tools and
processes
1. Audit
25. Project Steps of a Strategic Customer Experience Program
Survey Design
Implement Learnings
Analysis & Reporting
Survey Execution
Questionnaire
Development
26. What is the Right KPI?
It matters less which top-line metric a business relies upon. More important is how the business inserts the metric into
a systematic feedback program
27. Questionnaire Structure
Brand &
Communication
Performance
Evaluation of
overall satisfaction
and dedicated
performance
aspects
Perception and
evaluation of
portfolio and brand
communication
Audiences
Capturing needs,
preferences,
information
channels
Strategic Experience Surveys
Duration approx. 10-12 minutes
Objective
Detailed and dedicated evaluation of overall relationship
Overall
Experience
General experience
and satisfaction
Process &
Phases
Assessment of main
aspects / phases of
the journey / event
Operational Satisfaction Surveys
Duration approx. 3-5 minutes
Objective
Journey / Service / Event Experience & Assessment
28. The Right Sample
“Your most dissatisfied
customers are the ones from
whom you can learn the most”
Bill Gates
30. The Global Engagement Index
Global Engagement Index
2016 / 2018
In total more than 11,000 Interviews
in about 150 countries
American Engagement Index 2017
More than 4,000 Interviews
in the USA
A total of 23 different associations participated in the Engagement Index
Different segments: Engineering, ICT, Healthcare, Professional Services
Professional associations and trade associations
THE BENCHMARK SURVEY FOR ASSOCIATIONS
32. From Measurement to Management
Avoid: “Good Research,
Poor Actionability”
Communication of
Results
Root Cause Analysis
Implementation
of Change
Development of
Measures
Monitor
33. Customer Excellence Brought to the Point
“Whatever you do, do it well.
Do it so well that when people
see you do it, they will want
to come back and see you do
it again, and they will want to
bring others and show them
how well you do what you do.”
Walt Disney
Slide to use for introduction of panelists or subtopics
Please leave in PPT – will be shown while delegates walk in
Session title slide
Slide to use for introduction of panelists or subtopics
Introduction
Ok, why is client centricity so important? Because we live in the age of the customer!
In the first half of the last century the largest companies were those that could produce most in good quality, while in the second half of the century those companies suceeded that organized their supply chanis best and made use of the globalisation.
In the nineties and at the turn of the millenium we entered the age of information and the tech giants dominated the scene.
But even though we're about to enter the fourth industrial revolution, it’s not the companies with the best products that are leading the game but those that are most customer centric.
I think we can really say, that customer focus pays off for some companies.
But customer focus isn’t that easy these days:
Clients have vastly more choice
Convergence of customer experiences: it’s harder to differentiate products and services
People power through new media, advocacy and loss of reputation
Social media accelerates the reach and the speed of discussion
Client’s rising expectations and constantly changing preferences and needs
And within that context – organizations need to shift from developping and marketing just products for the market to designing the experience for their customers.
So don‘t focus on promoting „we have so many 5-star hotels or we offer that many exhibition space in our destination“. Others might have it too, at least in near future.
Because products are imitable, an excellent customer experience however, cannot easily be replicated by competitors.
Or do you really think iPhones are better than the top smartphones of other brands? Not really. Bu there is a difference that Apples has figured out earlier than all others:
Do you have shares from Apple? Or Amazon? If you compare their value with two years ago or even 5 years, I think you made a great deal.
But a great customer experience not only increases the value of the company, it also means a real competitive advantage. As we can see from some figures here.
Great customer experience is also a good marketing strategy as it builds advocacy.
It also makes your life easier.
But attention: negative experiences are always shared with more people than positive ones
A bad experience can be really costly. It's just more likely to lose a customer forever.
But it‘s not only the risk of loosing a client. Bad experiences need to be managed and involve high process costs. Companies with a hgh customer excellence have therefore lower costs of servicing th ecustomers.
Ok, let’s now have a look on why customer feedback is so important for client centricity and how to collect that feedback
In any business hundreds of decisions are made every day. But how many of those decisions include the customer’s point of view?
In this context, Bain and Satmetrics have detected a phenomenon they called delivery gap. Does anyone know what the delivery gap is?
It’s the mismatch between the internal and the external perspective.
And how to close that gap? It is only possible by collecting client feedback, by talking to your clients.
Can you describe a day in the life of your customers?
Do you know how they takes decisisons?
Do you know their preferences?
Do you know what keeps them up at night?
SLI.do Survey
There are many places you can gather explicit and implicit feedback from customers. Each interaction is an opportunity to learn and improve.
But it‘s not just about feedback through surveys – enabling customers to give feedback easily, anywhere is key.
Whether they are giving you a satisfaction rating, a review or just texting you about their experience – you‘ve got to make it easy to connect.
But who is giving feedback? There has been an interesting study recently on feedback behaviour in North America and Europe with regards to a number of product and service categories that revealed following:
1/3 of all persons that had a negative experience provided a feedback on their experience while only 1/5 of those that had a great experience shared their feedback on their own initiative.
That value decreases to less than 10% for those that had just a normal experience. Not much for that group of people that typically is the majority in the customer base.
But the study also showed, that 68% would have given feedback if they had been asked to do so.
So very important, you need to be proactive if you would like to get the voice of your customers.
But does the constant availability of customer feedback really make companies smarter and their customers actually more satisfied?
Not automatically. The idea that a company gets smarter when it gets more information from its customers is an expensive illusion. Often the opposite happens, when the amount of information obscures the view of the essentials.
It is a matter of setting up systems that are limited to collecting the essential information and are cleverly integrated into the company organization – all without burdening your customers.
Focus on one comprehensive listening architecture to ensure:
Relevant insights
From the right clients
At the right time
Using the most effective method
But how does an optimal feedback system architecture looks like?
Typically, there are three levels of customer feedback programs with different objective, content, modules and workflow design
To design the optimal customer experience, we must first - on a broad, strategic level – identify what truly matters to your customers. This information will lay the groundwork for you to develop a customer strategy that is a prerequisite for strong customer relationships and profitable growth.
Once we have the big picture, we will then move on to the processes that matter to your customers. We must find out precisely how your customers interact with your company, the journey they go through, the touchpoints they face, and how they like what they find there. With that knowledge, we can work on optimising your touchpoints and services.
Slide to use for introduction of panelists or subtopics
Many companies find it difficult to measure customer experience and loyalty and analyze customer relationships correctly.
Although client focus and customer centricity are one of the main pillars of many corporate strategies ...
... a systematic approach to customer satisfaction analyses is often lacking:
Strong focus on just measurement of KPIs
Lack of action orientation and implementation of results
Lack of resources and low relevance of programs in the overall organization
Designing an effective VOC strategy involves evaluating existing sources of customer intelligence, determining the additional sources which are needed, infusing the necessary analysis to interpret customer insights, and determining the right approach to make customer intelligence available for day-to-day decision making.
And how does it look at operational level?
It matters less which top-line metric a business relies upon; almost any will do, and some companies construct metrics of their own design. More important is how the business inserts the metric into a systematic capability to collect, analyze, and act on feedback in an effective and complete system for measurement of the customer journey.
“Learn from the peers and the best: Benchmark against competitors and leaders to put your results in context”
Our perceptions and attitudes are subject to the context in which they appear.
This picture is well known – it seems that the blue circle on the right hand side of this chart is bigger than the one on the left. It shows very convincingly how our brain always automatically puts information in context.
Many companies suffer from myopia in measuring customer experience. Companies often hyperfocus on their own performance and small pain points, and they do not spend enough time looking at how they stack up against others—not only their nearest competitors but also companies that are best in class in customer experience within and outside their sector. Such an exercise is powerful in triggering bigger and bolder ideas to improve customer service and experience.