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Brand Management - Consumers in the United States say supermarkets Publix and H-E-B are the businesses with the best customer experience, according to a recent report from the Temkin Ground.

Brand Management - Consumers in the United States say supermarkets Publix and H-E-B are the businesses with the best customer experience, according to a recent report from the Temkin Ground.

Social Customer Care via @angela4design #infographic #SocialMedia #CustomerService

Social Customer Care #infographic

Source: Gartner report "Gartner Survey Finds Importance of Customer Experience on the Rise — Marketing Is on the Hook," Sept. 29 2014

Source: Gartner report "Gartner Survey Finds Importance of Customer Experience on the Rise — Marketing Is on the Hook," Sept. 29 2014

How can organizations develop and launch IoT initiatives that truly transform the business from the ground up? Computerworld spoke to a…

How can organizations develop and launch IoT initiatives that truly transform the business from the ground up? Computerworld spoke to a…

Why are a higher proportion of newly chosen CEOs at large companies coming from outside? Several major structural factors are encouraging boards to widen their search for a more diverse set of competencies and backgrounds. Businesses in a wide range of industries are facing significant discontinuities — including industry convergence, digitization, and regulatory change. That appears to be leading boards to look harder for CEOs whose backgrounds, perspectives, and skill sets are different…

Why are a higher proportion of newly chosen CEOs at large companies coming from outside? Several major structural factors are encouraging boards to widen their search for a more diverse set of competencies and backgrounds. Businesses in a wide range of industries are facing significant discontinuities — including industry convergence, digitization, and regulatory change. That appears to be leading boards to look harder for CEOs whose backgrounds, perspectives, and skill sets are different…

Encourage your employees to ask ‘what is our purpose?’ Perhaps one of the stranger ironies of the modern workplace is the fact that the further you move towards achieving your goal, the easier it becomes to lose sight of it.  Consider, for example, the faster-pace by which we not only have to operate, but by which decisions have to be made in light of new information or new realities. The consequences of this new reality is that many leaders are now working within a reactive state – of…

Encourage your employees to ask ‘what is our purpose?’ Perhaps one of the stranger ironies of the modern workplace is the fact that the further you move towards achieving your goal, the easier it becomes to lose sight of it. Consider, for example, the faster-pace by which we not only have to operate, but by which decisions have to be made in light of new information or new realities. The consequences of this new reality is that many leaders are now working within a reactive state – of…

The transition for experienced baby boomers from corporate America to nonprofit America is probably easier than ever. The management guru Peter F. Drucker wrote in The Harvard Business Review in 1989 that “management was a dirty word for those involved in nonprofit organizations.” The word suggested a hardhearted focus on the bottom line instead of pursuing a social mission.  Mr. Drucker noted, however, that nonprofit boards and donors had come to realize that good management was critical…

Nonprofit Work After Retirement? Maybe You Can Make It Pay

The transition for experienced baby boomers from corporate America to nonprofit America is probably easier than ever. The management guru Peter F. Drucker wrote in The Harvard Business Review in 1989 that “management was a dirty word for those involved in nonprofit organizations.” The word suggested a hardhearted focus on the bottom line instead of pursuing a social mission. Mr. Drucker noted, however, that nonprofit boards and donors had come to realize that good management was critical…

“Learning starts with observation,” that I found more powerful than any of the amazing scientific breakthroughs that he shared.  How much observation do we have into the reasons an eLearning course was designed the way it was, or the reasons it was produced at all? What hindrances to availability prevent that course from being observable and consumable by its learners? How much observation does the business side of your organization have into how training’s efforts are truly impacting the…

“Learning starts with observation,” that I found more powerful than any of the amazing scientific breakthroughs that he shared. How much observation do we have into the reasons an eLearning course was designed the way it was, or the reasons it was produced at all? What hindrances to availability prevent that course from being observable and consumable by its learners? How much observation does the business side of your organization have into how training’s efforts are truly impacting the…

Customer Behavior - Understanding the Power of Segmentation for Marketing Campaigns : MarketingProfs Article

Understanding the Power of Segmentation for Marketing Campaigns

Change always starts with one step and more often than not, I found that zeroing in on the digital customer experience uncovers areas of immediate opportunities to learn, experiment and eliminate existing hurdles and points of friction in the customer journey.  Altimeter's "OPPOSITE" framework is an acronym that represents the best practices guiding transformation efforts around the digital customer experience.

Change always starts with one step and more often than not, I found that zeroing in on the digital customer experience uncovers areas of immediate opportunities to learn, experiment and eliminate existing hurdles and points of friction in the customer journey. Altimeter's "OPPOSITE" framework is an acronym that represents the best practices guiding transformation efforts around the digital customer experience.

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