How can companies differentiate themselves from others? How can a brand build up trust - specifically in times where people cannot meet face2face? How can a potential client find someone to talk to when going into the shop is not possible or people to talk to are anyway not located and available in your hometown? How can a seller in a highly competitive marketplace build reputation as a trusted advisor ...
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In today´s business world leaders on all levels rely on straight forward ways to explain the health, success and progress of their departments or businesses. A way to compare within a company and between companies are KPIs - Key performance indicators. How KPI driven is Client Experience? Which KPIs are relevant for let´s say a "soft" area like Client Experience? Which KPIs are key to show the essence of the ...
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Client Experience (CX), client centricity, advocacy - themes frequently listed as brandnew hot topics or running hand in hand with a company´s digital transformation. But is Client Experience (CX) - is this client focused thinking - really so brandnew or an old hat? The best read One of the best books I have ever read (no kidding!) about the essence of CX is Raving Fans from Ken Blanchard and Sheldon ...
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You are dedicated to understand the client experience on your buying journeys. You ask your clients for feedback to learn where you need to improve, you have your touchpoints defined. You want to "deliver WOW through service" (like Zappos´adorable famous #1 core value) - but is there such thing as overdoing the focus on your client? Or in other words - what happens when you, despite your best ...
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Corona! COVID-19: omnipresent in the news, in our daily lives. Huge impact on our private and business routine. All around the world we fight with the consequences of the Corona pandemic. We are all facing the same issues across the globe - in our private and business life. See things with your clients´eyes - excellent client experience was never easier, more needed and more welcomed then these days. ...
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Successful companies focus on it - experience management (XM). Which experience is managed in this business area and why is it so important that the second largest acquisition of a SaaS company was generated in the experience management area? In November 2018 SAP announced to acquire Qualtrics for $8 billion in cash. Qualtrics is supporting companies to improve their experience management eg with clients (CX or CEM) and employees (EX) but ...
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