Customer Experience Self-assessment: Belgian Benchmark 2010Geert Martens
What is customer experience? Why have most market leaders been investing in customer experience? How have they aligned their organization to consistently deliver a deliberate customer experience? The "Naïve-to-Natural" model is a maturity assessment that shows organizations to what extent they are capable of delivering a customer experience. This presentation includes a Belgian benchmark study.
Customer Experience in a Digital Age (#ddmc2012)Geert Martens
Key note speech for the data-driven marketing congress by Stima (#ddmc2012)
How to win in the age of the customer? What is customer engagement and how do I get to the heart of my customer? It's all about emotions. Emotions will determine what you do and emotions will determine how you remember things. Unlock the power of emotions by delivering great customer experiences.
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.
Customer Experience Self-assessment: Belgian Benchmark 2010Geert Martens
What is customer experience? Why have most market leaders been investing in customer experience? How have they aligned their organization to consistently deliver a deliberate customer experience? The "Naïve-to-Natural" model is a maturity assessment that shows organizations to what extent they are capable of delivering a customer experience. This presentation includes a Belgian benchmark study.
Customer Experience in a Digital Age (#ddmc2012)Geert Martens
Key note speech for the data-driven marketing congress by Stima (#ddmc2012)
How to win in the age of the customer? What is customer engagement and how do I get to the heart of my customer? It's all about emotions. Emotions will determine what you do and emotions will determine how you remember things. Unlock the power of emotions by delivering great customer experiences.
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.
Learn how leading retailers are applying Lean Six Sigma to improve the customer experience.
The webinar will cover “Five Points of Transition” a consumer goes through in a retail environment and how those five transition points can be optimized for efficiency and improved customer experience.
How does your company rate when it comes to the customer experience? Find out how well your company is performing and benchmark with other retailers.
The customer-centric theory may, at first blush, seem a backwards approach to profitability. The focus is not on the customer's wallet, but the customer himself. Learn how successful businesses have increased share of wallet and generated fiscal growth by putting the individual customer's needs before the company's.
More CRM and Loyalty Marketing Resources
Loyalty Blog: http://www.customerinsightgroup.com/loyaltyblog/
eBooks: http://www.customerinsightgroup.com/white-papers
Loyalty Workshops: http://www.customerinsightgroup.com/custom-loyalty-workshops
Systematic New Loyalty Program Development: http://www.customerinsightgroup.com/systematic-new-loyalty-program
Pinterest: http://pinterest.com/engagekeepgrow/
Who is Customer Insight Group?
Customer Insight Group, Inc. leads the way in the evolution of how companies engage their customers, positively motivate them and earn their long-term loyalty. Our extensive client work is testimony to our depth of knowledge and ability to apply strategic insight and solutions to a wide variety of business objectives. Our team’s client experience includes: NHFA, Thomasville Furniture, The Maxim Group Carpet Franchise, Ashro, A&P, The Bon Ton, Crate & Barrel, Dick’s Sporting Goods, Edwin Watts Golf, GE Consumer Finance, Monroe and Main, Swiss Colony, Midnight Velvet, MySwingle.com, The Great Indoors, G.H. Bass, Golf Galaxy, Helzberg Diamonds, HSBC, Kohl’s, La-z-boy Furniture Franchise, MCI, Payless ShoeSource, Pier 1 Imports, Petco, Proflowers.com, Regis University, Ruby Tuesday, S&K Menswear, Sierra Trading Post, Stein Mart, Tommy Hilfiger, Ulta, as well as various other leading companies.
An exploration into service design strategy within automotive retailing.Ayman Sarhan
Service design is a system of thoughtfully executed customer interactions. Chris Bedford and Anson Lee explain that it is
a discipline that has been around for some time, becoming a critical element in what is now referred to as the experience economy. In this context, they analyze a spectrum of design strategies they developed for an auto dealership in Vancouver that, within a year of execution, contributed to a 28 percent
increase in sales.
Zip Dial Introduction Polls & SurveysAdamZipdial
ZipDial’s Mobile Survey platform allows businesses, governments in India and the Caribbean to reach more mobile users than SMS-based platforms, getting actionable insights in hours, not weeks.
Engaging connected shoppers armed with virtually unlimited technology requires updated loyalty practices that reflect individual preferences, affinities, and interactions. This presentation discusses the state of loyalty today as well as tips for developing programs that lead to loyalty-building engagement.
White paper - Reinventing the customer lifecyclePaul Kennedy
This paper by Paul Kennedy at Callcredit explores how adopting a defined programme of ongoing customer communications - rather than taking a product-led, campaign-by-campaign approach - can drive better customer engagement, improve retention rates and increase revenue flows
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
Learn how leading retailers are applying Lean Six Sigma to improve the customer experience.
The webinar will cover “Five Points of Transition” a consumer goes through in a retail environment and how those five transition points can be optimized for efficiency and improved customer experience.
How does your company rate when it comes to the customer experience? Find out how well your company is performing and benchmark with other retailers.
The customer-centric theory may, at first blush, seem a backwards approach to profitability. The focus is not on the customer's wallet, but the customer himself. Learn how successful businesses have increased share of wallet and generated fiscal growth by putting the individual customer's needs before the company's.
More CRM and Loyalty Marketing Resources
Loyalty Blog: http://www.customerinsightgroup.com/loyaltyblog/
eBooks: http://www.customerinsightgroup.com/white-papers
Loyalty Workshops: http://www.customerinsightgroup.com/custom-loyalty-workshops
Systematic New Loyalty Program Development: http://www.customerinsightgroup.com/systematic-new-loyalty-program
Pinterest: http://pinterest.com/engagekeepgrow/
Who is Customer Insight Group?
Customer Insight Group, Inc. leads the way in the evolution of how companies engage their customers, positively motivate them and earn their long-term loyalty. Our extensive client work is testimony to our depth of knowledge and ability to apply strategic insight and solutions to a wide variety of business objectives. Our team’s client experience includes: NHFA, Thomasville Furniture, The Maxim Group Carpet Franchise, Ashro, A&P, The Bon Ton, Crate & Barrel, Dick’s Sporting Goods, Edwin Watts Golf, GE Consumer Finance, Monroe and Main, Swiss Colony, Midnight Velvet, MySwingle.com, The Great Indoors, G.H. Bass, Golf Galaxy, Helzberg Diamonds, HSBC, Kohl’s, La-z-boy Furniture Franchise, MCI, Payless ShoeSource, Pier 1 Imports, Petco, Proflowers.com, Regis University, Ruby Tuesday, S&K Menswear, Sierra Trading Post, Stein Mart, Tommy Hilfiger, Ulta, as well as various other leading companies.
An exploration into service design strategy within automotive retailing.Ayman Sarhan
Service design is a system of thoughtfully executed customer interactions. Chris Bedford and Anson Lee explain that it is
a discipline that has been around for some time, becoming a critical element in what is now referred to as the experience economy. In this context, they analyze a spectrum of design strategies they developed for an auto dealership in Vancouver that, within a year of execution, contributed to a 28 percent
increase in sales.
Zip Dial Introduction Polls & SurveysAdamZipdial
ZipDial’s Mobile Survey platform allows businesses, governments in India and the Caribbean to reach more mobile users than SMS-based platforms, getting actionable insights in hours, not weeks.
Engaging connected shoppers armed with virtually unlimited technology requires updated loyalty practices that reflect individual preferences, affinities, and interactions. This presentation discusses the state of loyalty today as well as tips for developing programs that lead to loyalty-building engagement.
White paper - Reinventing the customer lifecyclePaul Kennedy
This paper by Paul Kennedy at Callcredit explores how adopting a defined programme of ongoing customer communications - rather than taking a product-led, campaign-by-campaign approach - can drive better customer engagement, improve retention rates and increase revenue flows
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
We're a different kind of innovation firm.
Motiv is a premier innovation strategy consulting firm led by thought leader Jeneanne Rae. Our clients love working with us because we're more collaborative, joyful, and passionate than the typical consulting firm. While we're deadly serious about results, we like to create meaningful and energizing partnerships with our clients.
Here are our slides from the Figaro Digital event on 5th August 2015. We discussed how improving the online customer experience can provide you with a distinct competitive advantage. Video available here - http://www.figarodigital.co.uk/Video.aspx?v=3696c992-0e10-42b7-9fb8-7ebcd3aa374b
Improving Customer Experience (CX) Through TraceabilityClockwork
After a recent update to a client’s website, we started thinking about traceability and how it could benefit different types of businesses. From retail to manufacturing, food tracking to supply chain visibility, traceability is a great way to improve your customer experience (CX) and grow trust, transparency, and engagement.
Big experience - A concept model for digital strategy & product management wi...Jason Till
"Big Experience" is a *developing* framework and concept model with UX/CX principles at the core for planning, creating, delivering and analysing the product through iterative cycles in an increasingly real-time environment. This presentation examines some key principles.
Managers need new measures for the new experiences they’re creating. Fortunately they can use social and unstructured data to measure the holistic customer experience performance over time, based on direct and unfiltered feedback from customers.
The Retail Future State, It's ALL About Customer ExperienceMaria Ioia
As retail is moving more and more online, there is still a place for the bricks and mortar equivalent. The two channels need to be integrated seamlessly to succeed. This presentation demonstrates how that can be done through deeply understanding the market and by placing the Customer Experience at the centre.
Maxims like "The Customer is Always Right" and "The Customer is King" are the bane of experience designers. While I don't disagree with the sentiment, the problem is that their all-or-nothing approach to the customer experience leads many business owners to the incorrect conclusion that they must trade meeting business objectives with being held hostage by irrational and impossible demands from customers. The result is an ambiguous, half-hearted attempt to be "customer friendly" - while never creating a remarkable (and truly memorable) customer experience. This webinar will provide you with practical, actionable ideas for creating a remarkable customer experience for your organization.
Welcome to the customer revolution - how insurers can drive profitability and...EY
EY's customer centricity presentation shows how insurers can drive profitability and market leadership through better customer relationships and a focus on innovation.
For more information on the journey insurer's are taking towards customer centricity including results of EY's Global Consumer Insurance Survey 2012 report "Voice of the Customer", visit: http://www.ey.com/GL/en/Industries/Financial-Services/Insurance/The-journey-toward-greater-customer-centricity
CX 101 - A Starter's Guide to Customer Experience @RoyBossRoy Opata Olende
Customer experience (CX) is king.
From Amazon.com to your local corner store, evidence shows that the ROI of customer experience is incredible. For businesses looking to increase revenues and savings, customer experience is the best place to start.
CX 101 answers these key questions:
- What is customer experience?
- What is the ROI of customer experience?
- What are the core components of CX?
- How do I measure my current CX?
Plebble is an online meeting place between consumers and the businesses they use every day. This presentation gives an overview of how Plebble works and how businesses can get involved.
7 factors for building extreme customer loyalty rita schnarr pptDeltaChamber
Customer Loyalty depends on factors such as satisfaction, performance, economic value and alignment, but also on dependence that is emotional, structural and business-related. Come and learn some new marketing techniques for your business and assess those you are using now with Rita Schnarr .
Rita Schnarr is President of Schnarr & Associates and a Partner with Profiles International Inc ~ the world’s innovator in online employment assessments and talent management solutions serving over 40,000 companies worldwide.
We live in a world of ‘digital immersion’ and today’s customers don’t see your company through a channel-focused lens – they view the experience they have as ‘one experience’, irrespective of channel.
This presentation will explore the challenges that not only lay ahead, but also probe some ideas on how you can foster the type of engagement which moves beyond the traditional view of customer loyalty and into the world of cultivating fanatical brand advocacy.
Achieving Dialogue In The Age Of The Omni-Channel CustomerG3 Communications
"Blast" marketing strategies of the past are no longer sufficient to engage today's customers and foster loyalty. Typical campaign response rates have plummeted while customer opt-out rates have ascended, limiting your ability to converse with even your most valuable customers. New automated dialogue strategies can help retailers create a seamless experience across all channels and engage with each of their customers as individuals, connecting every customer communication - outbound, inbound, marketing, sales or service - into an ongoing dialogue where customer insight and understanding forms the basis for each and every interaction.
A Quick-Results Method for Moving Up the S-Curve and Improving Customer Service.
Widely proven: Fast, Effective and Affordable (under $10K)
Identifies customer touchpoints or Mopment Of Truth (MOT)
Brings Customer Focus to each MOT.
Improves the customer experience to help bolster loyalty and profits.
Description of the S-Curve.
How do I do the workshop? Methodology and Deliverables.
Link to quick self assessment of your service, plotted on the S-Curve.
Also visit www.CustomerExperienceWorkshop.net
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Customer experience in a digital age (preview)Geert Martens
We're no longer living in material world, we're living in an experience world. It's no longer Madonna, it's Lady Gaga who rules the world. What is the impact of the digital age on the way consumers take decisions? And how can you impact this from a business perspective? The answer: great customer experiences
Customer experience & moments of truth: best practice highlightsGeert Martens
What should you do to excell on all "Moments of Truth" and deliver a great customer experience? What are best practices in Moment of Truth Management? This presentation (part of a larger one called "The truth about Moments of Truth") discusses global best practices in CEM en MoTM.
The truth about the Moments of Truth (preview)Geert Martens
What are "Moments of Truth"? What is customer experience? Why have most market leaders been investing in customer experience? This presentation (part of a larger one called "The truth about Moments of Truth") focuses on defining what Moments of Truth are for an organization from the customer's perspective and links Moments of Truth to Customer Experience Management.
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/
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.
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
Explore our most comprehensive guide on lookback analysis at SafePaaS, covering access governance and how it can transform modern ERP audits. Browse now!
[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
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.
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.
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.
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.
"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."
