The document discusses optimizing customer experience and whether it should be handled in-house or outsourced. It notes that only 28% of customer experience professionals feel their programs are successful and that 89% of companies will differentiate based on customer experience. While do-it-yourself approaches seem simple, outsourcing to experts can bring more discipline and accuracy to customer experience measurement and improvement. The document advocates treating customer experience as both an art and a science to build understanding and drive better business outcomes.
Design for Emotional Value - Create Emotionally Valuable Products and ServicesTimothy Higginson
This slide deck discusses the need for designing for emotional value at the earliest stages of product and service development. Designing for emotional value is in stark contrast to the concept of minimum viable product, and offers a far more successful path to product adoption and user loyalty.
Great CX requires a customer-centric mindset... and a lot of careful work. This guide is your introduction to the basics: why CX is important, how to improve it through customer feedback and surveys, plus tips from 100+ CX experts and a report with plenty of CX trends and stats—so you have everything you need to start delivering an exceptional experience for your customers.
In this e-book, you'll find tips for hiring the right people into your customer success organization, including the traits your customer success managers should have, interview questions to help you test for those traits, and a sample job posting.
The Customer Experience Compass brings together the key elements that influence the customer experience. This whitepaper describes the elements of the model in more detail to help assess and shape the customer experience roadmap of your organization.
Design for Emotional Value - Create Emotionally Valuable Products and ServicesTimothy Higginson
This slide deck discusses the need for designing for emotional value at the earliest stages of product and service development. Designing for emotional value is in stark contrast to the concept of minimum viable product, and offers a far more successful path to product adoption and user loyalty.
Great CX requires a customer-centric mindset... and a lot of careful work. This guide is your introduction to the basics: why CX is important, how to improve it through customer feedback and surveys, plus tips from 100+ CX experts and a report with plenty of CX trends and stats—so you have everything you need to start delivering an exceptional experience for your customers.
In this e-book, you'll find tips for hiring the right people into your customer success organization, including the traits your customer success managers should have, interview questions to help you test for those traits, and a sample job posting.
The Customer Experience Compass brings together the key elements that influence the customer experience. This whitepaper describes the elements of the model in more detail to help assess and shape the customer experience roadmap of your organization.
How to leverage customer marketing to drive salesGainsight
Do you have an inbox overflowing with unread sales or prospecting emails? On the other side of that pile of unread messages are hundreds of companies with amazing products and potentially game-changing value propositions. But you have no way to figure out which ones are useful and which ones are a waste of time—and you definitely don’t have enough hours in a day to sort them out for yourself.
There’s a better way for both the vendor and the prospect. Join Gainsight’s CCO Allison Pickens and Business Operations Lead and head of Customer Marketing Will Robins as they talk about the methodology that will ensure your sales outreach makes an impact. In this webinar, you’ll learn how Customer Success and Customer Marketing can dramatically bend the curve on pipeline in four highly actionable steps.
Are you measuring customer experience (cx) the right way ?groupfio1
A great customer experience can be just like great art; you can’t necessarily describe it in words, but you know it when you see it. Which brings up a great story recently shared by Business and Marketing Reporter Jade Floyd. know more about the right way to measure customer experience please visit our blog here: https://www.groupfio.com/are-you-measuring-cx-the-right-way/
Communication with Customers + Customer Feedback = Better CX | SoGoSurveySogolytics
Ready to deliver a better customer experience? Communicate with your customers and act on their feedback, and you'll know how to spend your time and resources.
Brand, Service & Commerce convergence tacticsValtech
We see that digital champion brands look at brand, service, and commerce in an integrated way. At the heart of customer experience lies the continuous improvement of these three dimensions.
Disruptors like HelloFresh (Food), Coolblue (Retail), and AirBnB (Travel) have combined brand, service, and commerce into a platform that gives the customer a distinctive total experience thanks to an ecosystem consisting of products and services.
How to Unleash the Hidden Value of a Best Practices Voice of the Customer Pro...Gainsight
Your customer base is a constant feedback generating engine. That information is pure gold to any type of business, but especially recurring revenue companies. Unfortunately, it’s lost in the ether when you don’t have a systematic way to capture that feedback, transform it into insights, actualize those insights, and realize the value from the customer.
We call that infinite feedback loop the Voice of the Customer (VoC).
In this webinar, you’ll learn several actionable tips and tricks to spin up a world-class VoC program, as well as what common pitfalls to avoid along the way. Join Waypoint Group Founder and Principal Steve Bernstein and Gainsight Director of Product Marketing Ganesh Subramanian as they explore what makes VoC so valuable and how you can drive that value in your organization.
In this exclusive webinar, Tiffani Bova (Global Customer Growth & Innovation Specialist, Salesforce) and Allison Pickens (Chief Customer Officer, Gainsight) will go in-depth on why there’s a clear distinction between customer experience and customer outcomes, and why both of them should roll up to an overarching Customer Success Strategy at your company.
This short slide deck explains Customer Success simply and concisely, so that you can communicate the benefits of a CS department to your executives, or explain to your clients why they should implement CS automation.
A critical guide to selecting metrics to define a data-driven customer success strategy. Here is the table of contents:
- Metrics are for Decisions
- The Nature of Metrics
- Metrics Can Be Difficult
- Customer Success Metrics
Customer Lifetime Value (CLV)
Customer Churn Rate
Net Promoter Score (NPS)
Customer Health Score
Support Ticket Volume
Customer Log-in Counts Customer Acquisition Cost (CAC)
Product Activity Score
CSM Subjective Score
Customer Newsletter CTR
Background Signals
Dan Steinman's presentation at CXO, VP & Directors of SAAS Firms Seminar hosted by Intrinsic Executive Research. Do you want to know why everyone is talking about Customer Success? Is everyone really moving to a recurring revenue model? Does anyone actually know how to help me through this transition? Here is a unique chance to see what one of the world's leading experts, Dan Steinman, GM of Gainsight EMEA, thinks about the topic.
How to use surveys to improve your Customer ExperienceMaroua Saoud
An amazing customer experience begins with solid data. You've got to figure out what your customers need before you can deliver it—and you can capture this information with a few simple, straightforward customer experience (CX) surveys.
Ensure Customer Success with Voice of the CustomerGainsight
Did you know? 59% of companies believe that their VoC strategy will reduce customer churn yet only 10% of companies have fully deployed programs.
The challenges are numerous – from non-representative responses to no followup levers. Fortunately, Customer Success strategies have emerged to provide the natural complement to close the loop on VoC programs.
In these slides, we cover:
+ How VoC can be a leading indicator of customer success and growth
+ What VoC strategies are necessary for your business structure, response goals, and customer segments
+ How to make VoC data representative and actionable within a Customer Success solution
Digital Customer Experience Strategies Summit | New York | September 24th & 2...Thomas Barnes
Protect your reputation, profits and ensure customer loyalty. Design digital customer experiences that engage your customers anytime, anywhere.
Creating a unified and personalized customer experience across channels is pivotal to any modern business strategy. Given the proliferation of digital channels, companies need to strategize how best to use digital channels that reconcile business and brand objectives with customer needs.
Develop an action plan to make customer-centricity in this digital age a core element of your company’s daily operations. Collect best practices to track your customers’ experiences and optimize the performance of your digital projects. Source the right tools and develop key processes to prioritize your digital investments and identify areas for improvement that will maximize your ROI.
Benchmark your company against internationally recognized digital customer experience programs and interact with cross-industry leaders in interactive Q&A sessions. Digital has the power to innovate and it is here to stay; you do not want to be behind the curve.
Your next step — this conference!
Implement 10 key digital customer experience best practices / solutions / strategies:
1. Incorporate customer – centricity to align your operational processes
2. Improve your digital CX performance with actionable data analytics
3. Manage social conversations effectively
4. Create digital experiences to secure customers over your fastest growing channels
5. Increase engagement and deliver value through mobile
6. Leverage digital innovations to drive customer experience
7. Align business objectives with customer needs
8. Deliver consistent omni-channel experiences
9. Benchmark your success to uncover new opportunities
10. Capitalize on digital channels to increase conversion
How to leverage customer marketing to drive salesGainsight
Do you have an inbox overflowing with unread sales or prospecting emails? On the other side of that pile of unread messages are hundreds of companies with amazing products and potentially game-changing value propositions. But you have no way to figure out which ones are useful and which ones are a waste of time—and you definitely don’t have enough hours in a day to sort them out for yourself.
There’s a better way for both the vendor and the prospect. Join Gainsight’s CCO Allison Pickens and Business Operations Lead and head of Customer Marketing Will Robins as they talk about the methodology that will ensure your sales outreach makes an impact. In this webinar, you’ll learn how Customer Success and Customer Marketing can dramatically bend the curve on pipeline in four highly actionable steps.
Are you measuring customer experience (cx) the right way ?groupfio1
A great customer experience can be just like great art; you can’t necessarily describe it in words, but you know it when you see it. Which brings up a great story recently shared by Business and Marketing Reporter Jade Floyd. know more about the right way to measure customer experience please visit our blog here: https://www.groupfio.com/are-you-measuring-cx-the-right-way/
Communication with Customers + Customer Feedback = Better CX | SoGoSurveySogolytics
Ready to deliver a better customer experience? Communicate with your customers and act on their feedback, and you'll know how to spend your time and resources.
Brand, Service & Commerce convergence tacticsValtech
We see that digital champion brands look at brand, service, and commerce in an integrated way. At the heart of customer experience lies the continuous improvement of these three dimensions.
Disruptors like HelloFresh (Food), Coolblue (Retail), and AirBnB (Travel) have combined brand, service, and commerce into a platform that gives the customer a distinctive total experience thanks to an ecosystem consisting of products and services.
How to Unleash the Hidden Value of a Best Practices Voice of the Customer Pro...Gainsight
Your customer base is a constant feedback generating engine. That information is pure gold to any type of business, but especially recurring revenue companies. Unfortunately, it’s lost in the ether when you don’t have a systematic way to capture that feedback, transform it into insights, actualize those insights, and realize the value from the customer.
We call that infinite feedback loop the Voice of the Customer (VoC).
In this webinar, you’ll learn several actionable tips and tricks to spin up a world-class VoC program, as well as what common pitfalls to avoid along the way. Join Waypoint Group Founder and Principal Steve Bernstein and Gainsight Director of Product Marketing Ganesh Subramanian as they explore what makes VoC so valuable and how you can drive that value in your organization.
In this exclusive webinar, Tiffani Bova (Global Customer Growth & Innovation Specialist, Salesforce) and Allison Pickens (Chief Customer Officer, Gainsight) will go in-depth on why there’s a clear distinction between customer experience and customer outcomes, and why both of them should roll up to an overarching Customer Success Strategy at your company.
This short slide deck explains Customer Success simply and concisely, so that you can communicate the benefits of a CS department to your executives, or explain to your clients why they should implement CS automation.
A critical guide to selecting metrics to define a data-driven customer success strategy. Here is the table of contents:
- Metrics are for Decisions
- The Nature of Metrics
- Metrics Can Be Difficult
- Customer Success Metrics
Customer Lifetime Value (CLV)
Customer Churn Rate
Net Promoter Score (NPS)
Customer Health Score
Support Ticket Volume
Customer Log-in Counts Customer Acquisition Cost (CAC)
Product Activity Score
CSM Subjective Score
Customer Newsletter CTR
Background Signals
Dan Steinman's presentation at CXO, VP & Directors of SAAS Firms Seminar hosted by Intrinsic Executive Research. Do you want to know why everyone is talking about Customer Success? Is everyone really moving to a recurring revenue model? Does anyone actually know how to help me through this transition? Here is a unique chance to see what one of the world's leading experts, Dan Steinman, GM of Gainsight EMEA, thinks about the topic.
How to use surveys to improve your Customer ExperienceMaroua Saoud
An amazing customer experience begins with solid data. You've got to figure out what your customers need before you can deliver it—and you can capture this information with a few simple, straightforward customer experience (CX) surveys.
Ensure Customer Success with Voice of the CustomerGainsight
Did you know? 59% of companies believe that their VoC strategy will reduce customer churn yet only 10% of companies have fully deployed programs.
The challenges are numerous – from non-representative responses to no followup levers. Fortunately, Customer Success strategies have emerged to provide the natural complement to close the loop on VoC programs.
In these slides, we cover:
+ How VoC can be a leading indicator of customer success and growth
+ What VoC strategies are necessary for your business structure, response goals, and customer segments
+ How to make VoC data representative and actionable within a Customer Success solution
Digital Customer Experience Strategies Summit | New York | September 24th & 2...Thomas Barnes
Protect your reputation, profits and ensure customer loyalty. Design digital customer experiences that engage your customers anytime, anywhere.
Creating a unified and personalized customer experience across channels is pivotal to any modern business strategy. Given the proliferation of digital channels, companies need to strategize how best to use digital channels that reconcile business and brand objectives with customer needs.
Develop an action plan to make customer-centricity in this digital age a core element of your company’s daily operations. Collect best practices to track your customers’ experiences and optimize the performance of your digital projects. Source the right tools and develop key processes to prioritize your digital investments and identify areas for improvement that will maximize your ROI.
Benchmark your company against internationally recognized digital customer experience programs and interact with cross-industry leaders in interactive Q&A sessions. Digital has the power to innovate and it is here to stay; you do not want to be behind the curve.
Your next step — this conference!
Implement 10 key digital customer experience best practices / solutions / strategies:
1. Incorporate customer – centricity to align your operational processes
2. Improve your digital CX performance with actionable data analytics
3. Manage social conversations effectively
4. Create digital experiences to secure customers over your fastest growing channels
5. Increase engagement and deliver value through mobile
6. Leverage digital innovations to drive customer experience
7. Align business objectives with customer needs
8. Deliver consistent omni-channel experiences
9. Benchmark your success to uncover new opportunities
10. Capitalize on digital channels to increase conversion
Customer experience improvement can—and does— drive bottom-line results. So how can we prove that making customers happier can make you and your shareholders happier too?
To build and maintain customer loyalty, it is necessary to maintain high service standards and consistently provide customers with an exceptional experience. To increase customer volume, you need customers who become advocates because they are enthusiastic about their exceptional experience. This paper discusses consistent experience in the energy industry and how you can utilize consistent experience ratings to build and maintain your brand equity.
To differentiate customer experience, do something your competitors aren't doing in customer experience management. Re-examine how you're listening to customers, viewing customers' expectations, and focusing your employees and business rituals on customers. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
The most effective customer experience measure on the planetChristopher Brooks
Customer Experience is most effective when measured in terms of behaviour change; more sales, greater retention, uplift in revenue. Most measures look at sentiments such as satisfaction or intentions such as recommendation. They are not the same. The are not effective measures. Experience Quality Measure looks at behaviour change from Customer Experience. At 90% accountability it is more reliable than any other measure available.
Management
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our
Building a "maniacal" customer-centric cultureGenpact Ltd
Client centricity is a stated core value of all enterprises. However, few organizations scientifically build processes to measure it, use it to direct incentives and rewards, and most importantly, leverage it to shape company culture. I call those that do so “maniacally client focused organizations.” The impact of such an approach is sustainable growth driven by stronger client penetration, a state in which client recommendations expand the frontline’s reach and effectiveness, and a more engaged and stable workforce.
[To download this presentation, visit: https://www.oeconsulting.com.sg/training-presentations]
In today's competitive business landscape, customer-centricity stands as a pivotal strategy that organizations must adopt to thrive. This presentation delves into the core principles, mindset shifts, methods, and tools required to create a customer-centric culture that redefines how businesses interact with their most valuable asset - the customer. It guides participants through key stages, including:
- Introduction & Key Concepts: Unveiling the essence of customer-centricity, participants gain insights into its principles and its role as a driver for loyalty, advocacy, and market leadership. Understanding its alignment with organizational goals fosters a holistic perspective.
- Mindsets of Customer-Centricity: Shifting focus to the role of mindsets, participants explore how mindsets like empathy, customer advocacy, and adaptability empower teams to perceive challenges from a customer perspective. Contrasting traditional thinking with customer-centric approaches clarifies their impact on decisions and interactions.
- Methods & Tools: Equipping participants with essential tools for effective implementation, the presentation covers a range of approaches, from surveys and data analytics to Net Promoter Score (NPS) and customer journey mapping. Attendees grasp how these tools gather insights, identify pain points, and guide strategic enhancements.
- Design Thinking: Highlighting design thinking's intersection with customer-centricity, participants delve into empathy-driven innovation, ideation, and problem-solving.
- Evaluating & Improving Initiatives: Participants are guided through the final phase of evaluating and enhancing customer-centric initiatives. Measuring customer satisfaction, exploring continuous improvement frameworks, and strategies for employee engagement collectively elevate customer-centric culture and practices.
This presentation is thoughtfully designed to cater to a diverse audience, making it an ideal educational resource for a wide spectrum of individuals. Whether you're new to the concept of customer-centricity or an experienced practitioner seeking innovative approaches, this presentation provides valuable insights and best practices to strengthen and enhance customer-centric strategies within your organization.
LEARNING OBJECTIVES
1. Understand the fundamental principles and importance of customer-centricity.
2. Adopt customer-centric mindsets to drive business success.
3. Apply various methods and tools to implement customer-centric strategies.
4. Evaluate and improve customer-centric initiatives in your organization.
CONTENTS
1. Introduction and Key Concepts of Customer-Centricity.
2. Mindset of Customer-Centricity.
3. Methods and Tools for Customer-Centricity.
4. Design Thinking for Customer-Centricity.
5. Evaluating and Improving Customer-Centric Initiatives.
Summary about the approach "A Lean Way to Customer Experience" and about the key success factors for applying it. It is about the value of the combination of Customer Experience Management and Lean Management.
Similar to Institute of Customer Experience (Kenya) - Optimizing Customer Experience (3 Aug 2018) (20)
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
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.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
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.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
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.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
2. 28%
Maritz CX
Only 28% of CX
professionals feel
their programs are
successful at
driving business
outcomes
Gartner 2016
Of companies will
be differentiating
themselves
mostly on the
basis of Customer
experience
Source: Placeholder example
Are you ready?
2
89%
6. The Satisfied Customer – Claes Fornell
6
• Alert for in-house “do-it-yourself”
approaches (usually guided by the desire
for simplicity). Simplicity is all good and
well, but it sometimes comes at a high
price.
• Paradoxically enough, measurement has
become standard in CX, but the
measurement itself is rarely subjected to
professional standards and its accuracy is
often questionable.
• Scientific discipline brings discipline. It
forces beliefs into the open, makes
assumptions testable and lets us build on
what’s known.
7. The Fallacy of Percentages
7
• Reporting customer satisfaction in percentage
terms “85% of our customers are satisfied” and
“our customer satisfaction score is 90%”.
This is mostly nonsense. It is the same as
measuring intelligence by asking: “Are you dumb
or smart?”
• Satisfaction is a continuum between two
extremes – extremely dissatisfied and extremely
satisfied. It leads to imprecision, i.e. large
margin of error.
• Measurement is about precision – random noise
is the opposite of precision.
• If the customer satisfaction measure cannot be
tied to future financial performance, its
economic relevance is lost!
8. Recommendation is better than Satisfaction - More Delusions!
• First fallacy – assuming that the recommendations will
actually happen regardless of how satisfied the customers
are.
• GOOD measurement should be minimizing random error.
It is cautioned that NPS carries three times the random error
(due to three sample groups – detractors, passives &
promoters) thus contributing to volatile outcomes.
9. Debunking the Myths about CSI
9
• Myth:
Lower number of complaints = higher customer
satisfaction
– Counterproductive and paradoxical objective
– Complaint expectation: Customer believes = reward > effort (and
unpleasantness) of complaining
• Truth: SILENT MAJORITY = Most customers do not
complaining!
10. You can Buy Loyalty, but Satisfaction must be Earned
10
• Myth: Customer Satisfaction is “worthless”, but
Loyalty is “priceless”
• Truth: Customer Loyalty without Satisfaction is
a contradiction of the basic mechanics of the
free market system and violates the cause-and-
effect relationship between satisfaction and
loyalty
11. Satisfaction vs. Loyalty
11
• Satisfaction has a STRONGER effect on financial
performance than Loyalty.
• Reason: the increased revenue generated by improved
loyalty is not offset by the higher costs of the Loyalty
programs (unless generated by customer satisfaction) –
e.g. Frequent flyers being members at all frequent flyer
loyalty programs
13. Most Important Customer Experience Strategies for Business
13
Implement
Customer Centric
Culture
21%
Improve workforce
training/mngmt
retention
17%
Transformation
Change
17%
Costs/Efficience/P
roductivity
16%
Engage customers
through new
channels
13%
Improve Call
centre technology
11%
Deliver CX from
new geographical
sites
4%
Deliver CX via
virtual call centre
1%
Source: Teletech E-book : Customer Experience benchmark research report 2015
1
2
3
4
5
6
7
8
14. 14
Beloved Companies …
• … decide to Believe
“We trust our customers. We trust those who serve
them”
• … decide with Clarity of
Purpose
“Our iron-clad integrity and clarity guides the
direction of our decisions”
• … decide to be Real
“We have inspired soul, humanity in our touch and
personality that’s all ours”
• … decide to be There
“We must earn the right to our continued relationship
with customers”
• … decide to say Sorry
“We act with humility when things go wrong. We will
make it right”
Source: www.customerbliss.comJeanne Bliss
15. What is ‘Customer Experience’?
15
Source: Verhoef, Peter C., Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, Michael Tsiros and Leonard A. Schlesinger (2009), “Customer
Experience Creation: Determinants, Dynamics and Management Strategies,” Journal of Retailing, 85 (1), 31–41.
This experience is created by:
The Customer experience construct is holistic in nature and involves
the Customer’s cognitive, emotional, social and physical responses to
the retailer.
controllable elements - service
interface, retail atmosphere,
assortment and price;
uncontrollable elements -
influence of others, purpose of
shopping;
Customer experience encompasses the total experience, including
the search, purchase, consumption and after-sale phases of the
experience, and may involve multiple retail channels.
16. 2
3
4
5
1
Leading Indicator Of Business Performance
16
Source: Gupta, S. & Zeithaml, V., 2006. Customer Metrics
and Their Impact on Financial Performance. Marketing
Science, 25(6), pp.718–739.
17. Proven statistics about the links between Customer Satisfaction & Business Outcomes
17
Source: Gupta, S. & Zeithaml, V., 2006. Customer Metrics and Their Impact on Financial Performance. Marketing Science, 25(6),
pp.718–739.
Customer
Satisfaction
Meta analysis by Sunil Gupta & Valarie Zeithaml (2006):
+1%
Customer
Satisfaction
+2.37%
ROI
-1%
Customer
Satisfaction -5.08%
ROI
18. Link between Customer Satisfaction & Business Outcomes
18
Research using ACSI data demonstrates the relationship between customer
satisfaction and the financial performance of individual firms. ACSI’s
methodology show that customer satisfaction is directly linked to stock
market performance.
http://theacsi.org/national-economic-indicator/financial-indicator
19. Customer Experience in Perspective
19
The term Customer Experience Management is used
within the broader context of Customer Relationship
Management (CRM)
“CEM is part of customer relationship management
(CRM) and the natural extension of building brand
awareness”
Source: Kirkby J, Wecksell J, Janowski W & Berg T, “The Value of Customer Experience
Management”, Strategic Analysis Report, March 2003
20. CX 101
20
Adapted from: Bitner M-J, “Building service relationships: It's all about promises”, Journal of the Academy of Marketing Science, Vol 23(4), 1995 & Kirkby J,
Wecksell J, Janowski W & Berg T, “The Value of Customer Experience Management”, Strategic Analysis Report, March 2003
22. Purposeful
Leadership
Do your leaders operate consistently with a clear,
well articulated set of values?
Compelling
Brand Values
Are your brand attributes driving decisions about
how you treat Customers?
Employee
Engagement
Are your employees fully committed to the
goals of your organization?
Customer
Connectedness
Is Customer feedback & insight integrated
throughout your organization?
Source: Temkin Group – June 2015
CHANGE THE CX NARRATIVE
22
23. Before jumping right into
solving a problem, we should
step back and invest time and
effort to improve our
understanding of it.
Adré Schreuder (Prof)
“
”
24. CX as Art & Science
Slide 24
CHURCHILL, G,A.; A Paradigm for Developing Better measures of Marketing
Constructs, Journal of Marketing Research Vol. XVI (February 1979). 64-73.
More stupefying than the sheer number of our measures is the
ease with which they are proposed and the uncritical manner in
which they are accepted. In point of fact, most of our
measures are only measures because someone says that they
are, not because they have been shown to satisfy standard
measurement criteria (validity, reliability, and sensitivity)
25. Changing your focus from INSIDE-OUT to OUTSIDE-IN
changes your perspective in the design of a differentiated
customer experience.
From INSIDE-OUT to OUTSIDE-IN
25
27. THE CX MEASUREMENT FRAMEWORK
Slide 27
LEVEL1
LEVEL2
LEVEL3
STRATEGIC
REPUTATIONAL
OPERATIONAL
REAL TIME
Copyright Consulta 2016
28. Outside-In & Inside-Out CX
28
Proprietary Strategic (Review & Focus)
National and International Benchmark
Operational Measures
National and International Benchmark
Proprietary Strategic/Visionary Measures
Strategic
Minimum standards
Inside-Out View Outside-In View
Strategic Reputational Measures
CC Audit
CC Destiny
NPS
Effort Score
Best Practise
OperationalStandards & Foundation
Level 1
Level 2
Level 3
2018
CC Maturity
OUR COMPANY
OUR
CUSTOMERS
OUR COMPANY
OUR CUSTOMERS
29. Business Understanding of Client Engagement
29
47% Brand
Perspective
40%
Client
Perspective
13%
47% of Business
view Client
Engagement from
a Marketing/
Brand and/or
Business process
perspective
40% of Business
view Client
Engagement from a
Client Experience
perspective
ONLY 13%
see Client Engagement from a
Brand & Client Perspective
Source: Rosetta Consulting. 2014 Client ENGAGEMENT
Rosetta Consulting’s Client Engagement Survey Part 1: The Marketer’s Perspective
http://www.rosetta.com/reports/Client-engagement-rosetta-consulting-study/Client-engagement-from-the-marketers-perspective
31. Five pillars of Customer Centricity as a business model
31
Leadership
and culture
Customer focused
leadership and culture
Focusing
operations
Focusing operations
on the Customer -
compliance, risk, IT,
HR, finance,
marketing, legal,
training
People, tools
and insights
Collecting information,
generating insights,
informing strategy,
informing Customer
value propositions and
empowering employees
Customer
experience
Based on insights
generated, design,
concepts, test, build,
delivery, scale and
renewal
Value
Creating and
measuring value: at
Customer, firm and
society level
Source: Worldbank - CGAP
32. CGAP Customer Centricity Maturity Model
32
• A Causal Model with Longitudinal Journey
35 Statements:
Agreement scale
_____
Aligned with 5
customer centricity
pillars
Customer
Centricity
Maturity
Model
Pillar 1: Leadership &
Culture
Pillar 3: Empowering
employees, insights
& tools
Pillar 4: Customer
experience
Pillar 5: Creating
value
Pillar 2: Focusing
operations on the
customer
Copyright Consulta 2018
36. CC Development Matrix
Slide 36
Enablers►
▼ Pillars
KNOWING PLANNING DESIGNING DELIVERING ENGAGING RESPONDING
Pillar 1: Leadership &
Culture
CC MATURITY CC DESTINY CC ROADMAP
CC STRATEGIC
FRAMEWORK –
Roll Out
CC
MEASUREMENT
FRAMEWORK
(Reputational &
Transactional)
CC BENCHMARK
MEASURE
Pillar 2: Focusing
Operations on the
Customer
CC STRATEGIC
FRAMEWORK -
Planning CC
MASTERCLASS
CC JOURNEY
MAPPING
Current State Voice-of-
Customer
ChannelsPillar 3: Empowering
Employees, Insights,
and Tools
RCA (Root Cause
Analysis)
CC JOURNEY
MAPPING
Desired State
CEM / CEP
TRAINING
CEM / CEP
TRAINING
Pillar 4: Customer
Experience
CC VALUE PROP
CC ROADMAP
CC MATURITY
Pillar 5: Creating
Value
CC FORECAST
ROMI, Linkages Analysis,
Predictive Modelling
CC FORECAST
Copyright Consulta 2018
37. Key Take outs
• Stop the measure-madness - More Comprehensive &
Integrated model for CX-measurement
• Break the start-stop-start mentality & silver bullet 6-
months project mentality:
– Journey to Customer Centricity will take 3-5 years (of consistent
clear strategy):
– We need more evangelist CX professionals by ”educating” business
about the true scope of CX implementation
• Break the PR-Ra-ra podium lip service mentality -
Business needs to ”walk-the-talk”
• Break the “we focus on the customer, but prefer
profit” mentality at C-Level - More CCO’/CXO’s that will
represent the customer at C-levelSlide 37