Customer Experience: What will make a difference?
by Richard Perry, Partner, Founded
What is customer experience?
What is a customer journey?
Why are they important when developing a marketing plan or strategy?
Top Tips for success within customer specific marketing & strategy?
UK B2B Case Study Examples
Tier II and III cities in India are becoming specialized business processing outsourcing hubs. Some cities are being looked at as specific clusters to be developed to service different industry verticals.
Cambridge Consultants Innovation Day 2012: Touch point enhancement maximising...Cambridge Consultants
Customers increasingly look at value/attributes when purchasing products. Attributes can be features and specification or service models enhancing the value of the individual products. This talk examines methods to determine the impact of key offerings which enhance uptake of products in favour of competing products and technologies, while also examining the different types of customers that exist, and how their needs vary in response to different levels of benefits associated with how such products are offered.
At STARTup Live Vienna 2012, followed by a call-in with Ash Maurya.
New material: Improved why is this relevant, brought into context to the "we need to raise money" point of view.
Licensed under CC-BY-NC-SA - feel free to share, embed and re-use in your presentations, please give attribution. Thanks!
From customer experience to candidate experienceGeert Martens
How can we learn from customer experience to win the war for talent? From customer experience to candidate experience is the keynote address by Geert Martens on the Candidate Experience workshop organised by Vacature/Références on 30/11/2011 in Wemmel, Belgium.
My students use ideas from my (Jeff Funk) class on business models to analyze the business model for Sony's AtracTable. This new type of display enables new forms of computer interaction in retail outlets such as self-checkout or information access, in malls such as information access, and in restaurants (games and information access). these slides analyze the customer selection, value proposition, value capture, and other aspects of a business model for Sony's AtracTable.
Intel's Global Approach to Scale Editorial and Content PlanningPam Didner
The presentation explains Intel's Approach to Scale Editorial and Content Planning to regional and country levels. An example of content road map is also provided.
Tier II and III cities in India are becoming specialized business processing outsourcing hubs. Some cities are being looked at as specific clusters to be developed to service different industry verticals.
Cambridge Consultants Innovation Day 2012: Touch point enhancement maximising...Cambridge Consultants
Customers increasingly look at value/attributes when purchasing products. Attributes can be features and specification or service models enhancing the value of the individual products. This talk examines methods to determine the impact of key offerings which enhance uptake of products in favour of competing products and technologies, while also examining the different types of customers that exist, and how their needs vary in response to different levels of benefits associated with how such products are offered.
At STARTup Live Vienna 2012, followed by a call-in with Ash Maurya.
New material: Improved why is this relevant, brought into context to the "we need to raise money" point of view.
Licensed under CC-BY-NC-SA - feel free to share, embed and re-use in your presentations, please give attribution. Thanks!
From customer experience to candidate experienceGeert Martens
How can we learn from customer experience to win the war for talent? From customer experience to candidate experience is the keynote address by Geert Martens on the Candidate Experience workshop organised by Vacature/Références on 30/11/2011 in Wemmel, Belgium.
My students use ideas from my (Jeff Funk) class on business models to analyze the business model for Sony's AtracTable. This new type of display enables new forms of computer interaction in retail outlets such as self-checkout or information access, in malls such as information access, and in restaurants (games and information access). these slides analyze the customer selection, value proposition, value capture, and other aspects of a business model for Sony's AtracTable.
Intel's Global Approach to Scale Editorial and Content PlanningPam Didner
The presentation explains Intel's Approach to Scale Editorial and Content Planning to regional and country levels. An example of content road map is also provided.
Interactive Marketing – Being Relevant to your CustomerIBM Sverige
How can you be relevant to each an every customer and prospect and respond to their needs in today's multi-channel world? We explore how leading brands across Europe are delivering this highly personalised experience to drive revenues, profits and greater customer experience.
Vladimir Mosewicz, EMM Subject Matter Expert, IBM Europe
How Hansa Cequity can help you enrich your Customer Equity?Ajay Kelkar
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Enterprise search is a wicked problem - a problem that can't be solved merely with clever algorithms, beautiful code and lots of data. It takes dialog and cross-diciplinary collaboration with stakeholders, users and techies to explore all the requirements for a possibly great enterprise search solution.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
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Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
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www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
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What is Enterprise Excellence?
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What might I learn?
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Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
2. Over the next 45 minutes
we’ll cover…
CustomerExperience(CX)
CustomerJourneys
Valueof CX
Content& CX
How to measureit?
Whereto start?
MagicTouches
&
The MostImportantThing
4. the
DULL
definition
Customer experience (CX) is the sum of all experiences a customer has with a
supplier of goods or services, over the duration of their relationship with that
supplier. From
awareness, discovery, attraction, interaction, purchase, use, cultivation and
advocacy. It can also be used to mean an individual experience over one
transaction; the distinction is usually clear in context.
http://en.wikipedia.org/wiki/Customer_experience
16. they used to look like this…
Research + Analysis Synthesize, Ideate + Design Measurement
Phase 1 Phase 2 Phase 3 Phase 4 Phase 5
Customer Experience Moments of Experience Experience
Definition Mapping Truth Design Monitor
Segmentation Concept Measurement
touchpointmapping Differentiators
narrative insight Prototype dashboard
need state analysis loyalty drivers
analytical Validate
emotionalstate analysis Priorities
cultural ideation
ROI
structural
who are our best what is their current what touchpoints what is the ideal are we delivering
customers? brand experience? most impact experience? the ideal
success? experience?
21. a framework Pre-purchase
Be There
Neutralise Doubts
Have Conversation Proof
Purchase
Make it work
Start Orientation Over-deliver
Be sharable
Post-purchase
Over-deliver
Solve Problems
Activate to Share
Co-create
33. Been through the customer
experience – Purchase? Evaluation?
Have you…
Service? Complaint process?
Partner Model?
Spoken to the customer? Called
them and asked how we are doing?
Asked them to recommend
improvements?
Met a customer? Attended a sales
meeting?
34. Create KPIs
% Interaction
% Satisfaction
% Lead Success
%Loyalty
%Positive Comments
%Online buzz
%Complaint Resolution
%New Referrals
can even be likes, shares, tweets, pins, +s
35. Measurement Tools?
Surveys & Short Polls
Focus Groups
Online Panels
Research Communities
Mystery Shopping
Online Buzz & Listening
38. Jane is the IT Director of
OK
Create Personas
Data Centre the IT Director of
John is Management of
Data Centre Management of
HSBC Bank
Apex International Bank.
She’s 39. She manages 139
staff and43. He budget of £15
He’s has a manages 172
staff and has a budgetmillion
of £15
million.
Jane has a degree in
John has a degree in
Finance
Electrical Engineering.
She reads FT & The
He reads Computer Weekly
Economist
and Scientific Computing
World.
39. BETTER
James is the IT Director of Data Centre Management of HSBC
Bank.
He’s facing stress to organise and budget the future resources of
his IT infrastructure but he is finding it challenging translate high
level business strategy sound bites from senior management
into tangible direction for his IT team.
James spends up to 70% his time and 40% of his budget to
upkeep existing systems and finding time and resources to
create is extremely demanding. Furthermore, he’s now been out
of formal training for 20 years and pressure is coming from
beneath to keep up to do date.
Finally, James has been allocated several new tasks. He’s being
asked to understand customer behaviour, drive innovation
behind new product development and help customer services
re-engineering.
43. 1. Did you find what you were looking for? 2. If not, were we helpful in
recommending how to find what you were looking for? 3. How can we make your
experience here more valuable/meaningful to you? 4. Did you find our website
helpful? 5. Did our salesman have the required information? 6. If (when) you had a
problem, were we responsive? 7. Were you able to easily get in touch with
someone who could help you? 8. Was your “customer service” experience
helpful? Or did we try to get you off the phone too quickly? 9. How did you hear
about us? 10. Have we made it easy to provide feedback? 11. When you gave us
feedback, did we respond in a way that appreciated what you had to contribute?
12. Did we tell a good story? 13. Did your customer experience with us push an
emotional button? 14. Did we engage with you? Or did we treat you like a
number? 15. Were we responsive to your inquiry on the social web
(Twitter, Blog, Facebook)? 16. Did you have to wait long on the phone when you
called us? 17. Did you get the data? 18. Was the data in a friendly format? 19.
Could you find what you were looking for? 20. And if no, did we give you an idea
where you could find what you were looking for? 21. When you were in the
store, and you needed help, did someone help you with a smile? 22. When you
needed help in the store, could you easily find someone to help you? Or were our
employees not making eye contact? 23. Did we do what we said we were going to
do? 24. Did we deliver when we said we would? 25. Are we giving you something
to talk about? 26. Were you able to get hold of a technical support person in time?
27. How can we improve on our performance? 28. How can we improve on your
customer experience? 29. If you are unhappy with us, what can we do to get you
to come back? 30. If we apologised for poor service, was it sincere? 31. Um…did
we apologize for poor service? 32. Was it easy for you to tell us you had a poor
experience, so that we could apologise and take the appropriate steps?
45. • Extensive range of innovations
Protection • Award winning accessories
with Style • Market leader in connectivity solutions
• A leading range of protective cases for iPhone
• Everything we do is designed to make people happy
Fashion • More than a case, a statement
• Original designs that fuse form and function
Forward • A fresh approach to the art of cases, inspired by top
designers and the latest fashions
• Leader in essentials for iPod, iPhone and iPad
Leader in • Global provider of accessories for personal computing
Essentials and digital media
• Technology that enhances your life
• Innovator in protective solutions
We’ve got • The highest quality iPhone cases, HTC cases and more
Technology • Built on hard work, perseverance and creativity
• New ideas inspired by our customers
Covered
• Passionate about design
A Better Experience • Built around the Apple community
through Good • Protect the technology that is essential to our lives
Design
• Lasting protection
Protect What • Delightful functionality
Matters • Extensive attention to detail
55. The
Von Restorff Effect
This is about increased
likelihood of remembering
unique or distinctive events.
Different in experience occur
when something is
noticeably different from
past experience.
63% of B2B Marketers are either vaguely aware or not aware what is being said about their companies online35% of B2B Marketers don’t think social media is critical for their business.26% of B2B Marketers don’t know how to measure their social media success
On average, B2B marketers employ eight different content marketing tactics to achieve their marketing goals. 60% report that they plan to increase their spend on content marketing over the next 12 months. Marketers, on average, spend over a quarter of their marketing budget on content marketing.
Business Superbrands 20121. Rolls-Royce Group 2. Google 3. GlaxoSmithKline 4. Apple 5. British Airways 6. Virgin Atlantic 7. London Stock Exchange 8. Bosch 9. Visa 10. PricewaterhouseCoopers 11. Microsoft 12. FedEx 13. BAE Systems 14. Boeing 15. Eddie Stobart 16. DHL 17. BT 18. Shell 19. Ernst & Young 20. Vodafone
Business Superbrands 20121. Rolls-Royce Group 2. Google 3. GlaxoSmithKline 4. Apple 5. British Airways 6. Virgin Atlantic 7. London Stock Exchange 8. Bosch 9. Visa 10. PricewaterhouseCoopers 11. Microsoft 12. FedEx 13. BAE Systems 14. Boeing 15. Eddie Stobart 16. DHL 17. BT 18. Shell 19. Ernst & Young 20. Vodafone
DistributionWhat social media channels are you using, how can people reach you, are you visible?FollowersFansNumber of mentionsReachSocial bookmarks (SumbleUpon, Delicious)Inbound linksBlog subscribersInteractionHow likely are followers going to engage, spread your message and interact with eachother?RetweetsForward to a friendSocial media sharingCommentsLike or rate somethingReviewsContributors and active contributorsPageviewsUnique visitorsTraffic from social networking sitesTime spent on siteResponse timeInfluenceHow do attitudes change due to the social media activities? This is the branding value that should convert into sales.Share of conversation vs competitorsNet PromoterSatisfactionSentiment positive, neutral or negativeNumber of brand evangelistsAction & ROIHow many sales and other real world result do you get from social media?Conversions (email subscriptions, downloads, install widget or tool, etc)Sales revenueRegistered usersIssues resolved and resolution rateNumber of leads (per day, week, month)Cost of leadLead conversion rateCost of saleRevenue (per follower, lead, customer)Lifetime value of customersSupport cost (per customer in social channels)Share of repeat customers (from social media vs other channels)Transaction value per customerMoney in the bank, net profit, etc.InternalThe raw output of your social media team. It is important to measure if increases in your input produce similar or better increase in the other KPIs. And, of course, your boss probably wants to know how much are you spendingBlog postsE-booksPresentationsVideosFacebook updatesTweetsForum postsSocial media marketing budgetSocial media staff payrollSocial media development costs
DistributionWhat social media channels are you using, how can people reach you, are you visible?FollowersFansNumber of mentionsReachSocial bookmarks (SumbleUpon, Delicious)Inbound linksBlog subscribersInteractionHow likely are followers going to engage, spread your message and interact with eachother?RetweetsForward to a friendSocial media sharingCommentsLike or rate somethingReviewsContributors and active contributorsPageviewsUnique visitorsTraffic from social networking sitesTime spent on siteResponse timeInfluenceHow do attitudes change due to the social media activities? This is the branding value that should convert into sales.Share of conversation vs competitorsNet PromoterSatisfactionSentiment positive, neutral or negativeNumber of brand evangelistsAction & ROIHow many sales and other real world result do you get from social media?Conversions (email subscriptions, downloads, install widget or tool, etc)Sales revenueRegistered usersIssues resolved and resolution rateNumber of leads (per day, week, month)Cost of leadLead conversion rateCost of saleRevenue (per follower, lead, customer)Lifetime value of customersSupport cost (per customer in social channels)Share of repeat customers (from social media vs other channels)Transaction value per customerMoney in the bank, net profit, etc.InternalThe raw output of your social media team. It is important to measure if increases in your input produce similar or better increase in the other KPIs. And, of course, your boss probably wants to know how much are you spendingBlog postsE-booksPresentationsVideosFacebook updatesTweetsForum postsSocial media marketing budgetSocial media staff payrollSocial media development costs