csrollyson + customer   814

Jeff Bezos v the world: why all companies fear 'death by Amazon' | Technology | The Guardian
How #Amazon’s focus on customer experience, using data #analytics and #automation, has a big dark side #cx
amazon  pointofview  competition  Q2  2018  ecommerce  retail  example  partner  market  entey  big  data  analytics  customer  price  convenience  labor  job  robot  warehouse  automation  fear 
11 weeks ago by csrollyson
Five Non-Financial Metrics to Take Your Nonprofit Beyond the Numbers | LinkedIn
[comment] Excellent summary of key indicators of nonprofits' viability; I suggested additional ones from #digital #social data
nonprofit  metrics  health  viability  indicator  howto  csrblogcomment  2017  Q4  finance  customer  donor  website  employee  program  funding 
april 2018 by csrollyson
Las Vegas downtown self-driving shuttle review
Reporting on #driverless #autonomous #bus shuttle in #Las Vegas #Transit
autonomous  car  lasvegas  pilot  2017  q4  bus  transit  taxi  customer  experience 
february 2018 by csrollyson
Whole Foods complaints about produce quality since Amazon deal - Business Insider
Customers perceive produce quality and stock availability noticeably dropping since @amazon bought @wholefoods
amazon  wholefoods  customer  experience  q4  2017  quality  produce  fruit  vegetable  stock  store  price  acquisition  management 
january 2018 by csrollyson
Ex-con launches startup aimed at inmates - Sep. 17, 2014
Inmates who maintain contact w their families have far lower recidivism rates; startup helps maintain contact
prison  recidivism  startup  family  Statistics  inmate  founder  mobile  postal  mail  photo  search  database  customer 
january 2018 by csrollyson
Science Says Fitness Trackers Don't Work. Wear One Anyway | WIRED
Argues that fitness trackers’ poor track record ;^) due to studies’ use of old devices; app designs better plus more sensors make for better UX CX
fitness  tracker  wearable  study  workout  behavior  economics  application  design  research  motivation  example  Q4  2017  software  addiction  user  customer  experience 
december 2017 by csrollyson
10 Surprising Sources for Customer and Competitive Insight | SEJ
Useful list & how-to for learning about why customers switch to competitors (no surprises though ;^)
customer  competitor  howto  insight  research  analysis  operations  social  media  analytics  website  call  center  alumni  switch  retention  conversion 
november 2017 by csrollyson
Science Shows: The Marketing Gut Is Not Dead
Argues that creative engenders emotion and a huge impact on customer decisions
marketing  neuroscience  creative  logic  emotion  brain  advertising  customer  data  analytics  decision  study  memory 
october 2017 by csrollyson
Customer Success: An Experiential Social Media Business Application - YouTube
Short video on how experiential #socialmedia can make #customer #success more, er, successful
customer  success  experiential  social  media  video  pitfall  brand  ethos  empathy  reference 
october 2017 by csrollyson
Customer Success - Wikipedia
Starter WP article on #customer #success needs work but still valuable + links
customer  success  reference  manager  vendor  development  history 
october 2017 by csrollyson
Sonic Drive-In - Wikipedia
Oklahoma home-ground but now national fast food company
drivein  oklahoma  reference  fastfood  restaurant  community  education  customer  usa 
october 2017 by csrollyson
CMOs don't need more tech...
[comment] What #CMOs need more than #martech #CDO #CIO
csrblogcomment  marketing  cmo  hightech  martech  customer  experience  persona  jtbd  vendor  ecosystem  cdo  cio  cco  leadership 
may 2017 by csrollyson
(3) LinkedIn
[commented] How a #CMO pivoted away from fear-based #marketing to #trust-based customer #relationships #cx
csrblogcomment  customer  trust  q2  2017  example  experience  marketing  advertising  cmo 
may 2017 by csrollyson
Customer Experience Transformation: One CMO's Powerful Story
[comment] Fantastic, inspiring: CMO jettisons fear marketing for trust-building customer collaboration #cx
trust  customer  experience  fear  marketing  insurance  q2  2017  example  casestudy  collaboration  advertising  cmo  transformation  csrblogcomment 
may 2017 by csrollyson
10 Signs of a Company That Really Cares About Customers | Provide Support
[comment] Added this sign: Trust Customers - and showed how and why it increases business
customer  service  experience  employee  support  empathy  loyalty  csrblogcomment  cco 
april 2017 by csrollyson
10 Signs of a Company That Really Cares About Customers | Provide Support
#Customer #service perspective on #CX includes a great list of organizational indicators
customer  experience  service  list  bullsi  organization  empathy  loyalty  employee  cco  sochap  drivetotrust 
april 2017 by csrollyson
What does it take to be a chief customer officer?
Emphasizes "the human touch" and using automation to enhance experience & having a global enterprise view
cco  customer  experience  executive  career  insurance  healthcare  payer  medical  global  international  human  automation  artificial  intelligence  service  collaboration  enterprise 
april 2017 by csrollyson
The 10 Commandments of Customer Experience
[comment] One of the best #CX lists I've seen; makes important connections among them
customer  experience  employee  bullsi  drivetotrust  list  advice  organization  management  enterprise  humor  policy  empowerment  engagement  sochap  cco  cdo  executive  csrblogcomment 
april 2017 by csrollyson
The King Customer Paradox: The More Empowered, The More We Lose Control
[comment] How firms' competitive efforts to serve customers result in invasive use of data, but few people realize it
csrblogcomment  customer  experience  pointofview  q2  2017  king  queen  amazon  service  Competition  autonomy  surveillance  big  data  analytics 
april 2017 by csrollyson
Introduction to Empathy Maps
Useful discussion of #empathy #maps and how to use them for #cx
empathy  map  tool  customer  experience  analysis  howto  example  image  design 
april 2017 by csrollyson
Empathy Engine | Booz
Analysis, model and framework for transforming #customer #experience
customer  experience  empathy  model  analysis  research  survey  2007  service  example  booz  management  vision  transformation  sochap  drivetotrust 
april 2017 by csrollyson
On Customer Empathy | QQSolutions
On-point post on customer empathy and active listening + insurance, hightech
empathy  customer  sochap  active  listening  insurance  example  product  success  music  gaming  microsoft  agency  drivetotrust 
april 2017 by csrollyson
Hello, OnStar - Meet Watson - |
Ibm Watson + GM Onstar aim to boost driver customer experience & productivity #analytics
ibm  watson  cognitive  computing  analytics  big  data  automotive  customer  experience  partner  brand  oil  restaurant  driving  car  q4  2016  mobile  music  park  productivity 
march 2017 by csrollyson
DBS Bank engages IBM's Watson to transform customer experience | CMO | Enterprise Innovation
Bank's wealth management uses IBM Watson analytics to transform customer experience for wealth management
ibm  watson  2014  bank  wealth  management  case  study  cognitive  computing  artificial  intelligence  customer  experience 
march 2017 by csrollyson
Your Brand Needs a Customer Experience Transformation Before A Digital Transformation - Augie Ray
Even further, firms need to get #employee #experience right before winning in #cx and #digital #transformation
customer  digital  experience  strategy  social  business  sochap  transformation  pointofview  q4  2016  example  amazon 
january 2017 by csrollyson
How telecom companies can win in the digital revolution | McKinsey & Company
McKinsey prescription for #telecom #transformation: Start w #customer & work back #cx
cdo  2016  q4  telecom  mckinsey  vision  strategy  transformation  customer  experience  IT  financial  services 
october 2016 by csrollyson
Eight Ways to Build Customer Empathy - Heart of the Customer
Short practical advice for helping your #employees develop empathy for #customers #cx
customer  experience  howto  empathy  list  employee  sochap 
october 2016 by csrollyson
How Retail Is Mastering the Omni-Channel Customer Experience | Centric Digital
Useful summary of #retail #store disruption + #ecommerce move into #apparel @jcpenney insights
strayegy  customer  experience  retail  store  example  jcpenney  ecommerce  omni  channel  2016  apparel  amazon  walmart 
october 2016 by csrollyson
Pinboard: Frequently Asked Questions
Fantastic example of #experiential ethos, avoids marketing/posturing; serious w tongue in cheek Kudos @pinboard
experiential  example  transparency  authenticity  FAQ  customer  experience  exceptional  help  howto  social  bookmarking  website 
september 2016 by csrollyson
Amazon plans to open a Chicago bookstore in Lakeview - Chicago Tribune
Customer experience lab transcends channels: @amazon goes retail in #chicago #lakeview #cx
book  retail  ecommerce  2016  q3  news  lakeview  chicago  customer  experience  store  digital  omni  channel  2csrollyson  2cdo  cco  sochap  2snr 
august 2016 by csrollyson
How Far Will You Go to Be Loved? | Inc.com
Polemic admonishes #entrepreneurs to commit to #truth telling w #investors #employees #customers #trust #relationship
exceptional  startup  entrepreneur  truth  trust  relationship  pointofview  q2  2016  investor  employee  customer  2csra  sochap  cco 
june 2016 by csrollyson
Analyst Reports | Resource Library
Analyst library at Jive #employee #engagement #customer #experience #digital #transformation
customer  experience  employee  engagement  enterprise  software  analyst  report  jive  comparison  pointofview  collaboration  intranet  community  marketing  productivity  reference 
june 2016 by csrollyson
Forrester Research Report: Advocate Marketing for B2B | Jive
Advice for using software to power #advocate #marketing featuring customers & employees
analyst  report  enterprise  collaboration  customer  advocate  marketing  software  comparison  analysis  competition  jive  q1  2015  forrester 
june 2016 by csrollyson
Jive Software One-pager w Customer Quotes
Brief on Jive's products that empower #employee #engagement & #customer #experience
jive  enterprise  software  customer  collaboration  intranet  community  employee  integration  marketing  reference 
june 2016 by csrollyson
How Does Customer Development Model Work?
Summary of the vaunted #customer #development #model | #Ethnographic research is a useful #hack
lean  startup  customer  development  model  reference  experience  product  strategy  research  ethnographic  2csra  2cdo  2csrollyson  2snr  2sbs 
june 2016 by csrollyson
Customer churn and Retention
[commented] How to use #data #analytics to prevent #customer #churn Kudos @rautsan #cx
churn  csrblogcomment  q2  2016  customer  telecom  digital  transformation  cco  cdo  sochap  2csra  social  media  data  analytics  prevention  model  experience 
june 2016 by csrollyson
This is not selling! Stop Annoying Me on LinkedIn - Alice Heiman, LLC
[comment]Useful example of #bad #manners on #LinkedIn: @aliceheiman fights impersonal "selling" #kudos
linkedin  2016  q2  pointofview  example  sales  busdev  csrblogcomment  relationship  customer  experience  b2b  software  development  services  2csra  2execguide  2snr  2sbs 
may 2016 by csrollyson
The Trouble With Social Media | Inc.com
Both junky #socialmedia and #groupon too often aim for quantity and alienate users
q1  2013  social  media  pointofview  groupon  quantity  quality  metrics  customer  prospect 
may 2016 by csrollyson
Influencers vs. Celebrities: The Critical Differences | Simply Measured
[commented] VALUABLE distinction: how #influencers differ from #celebrities in #socialmedia
csrblogcomment  social  media  influencer  celebrity  q2  2016  marketing  brand  insight  business  customer  experience  cmo  cdo  cco  2csra  sochap 
may 2016 by csrollyson
A New Growth Theory — Work Futures
[commented] Rethinking "the firm" in today's pervasive networked ecosystem: How to thrive
economics  network  industrial  knowledge  economy  csrblogcomment  q2  2016  pointofview  transaction  cost  platform  firm  customer  partner  reflection  vision  2snr  2csra  2sbs  sochap 
may 2016 by csrollyson
Several examples of "seniors helping seniors" in #community programs #boomer
boomer  community  example  empowerment  2016  Q2  customer  experience  program  elder  care  healthcare  maine 
april 2016 by csrollyson
#Customer #experience news blog & community covers #marketing #service #sales and technology
customer  service  experience  blog  news  analysis  technology  social  media  marketing  sales  community 
april 2016 by csrollyson
The psychology of restaurant menu design in the digital age
States the obvious #mobile #usability points but useful to show how #restaurants are transforming
restaurant  menu  application  mobile  usability  order  sales  customer  experience  acquisition  photo  2csrollyson  2execguide 
april 2016 by csrollyson
Here comes the modern Chinese consumer | McKinsey & Company
Survey of #Chinese consumers: details spending behavior & trends in 22 city clusters
china  culture  economy  customer  analysis  report  survey  Competition  city  sales  retail  channel  Statistics  2016  2ghcj 
april 2016 by csrollyson
How The Net Promoter Score (NPS) Is Like Global Warming [PDF]
Insightful: How #NetPromoterScore Can Breed Inaction, it's oft not actionable #cx
customer  experience  measurement  NPS  climate  change  human  psychology  complacency  service  crisis  cco  sochap 
april 2016 by csrollyson
London pub customers pranked by bank - YouTube
FUNNY video spoofs banks: pub servers act like bank associates, shocking #customers #experience
bank  Financialservices  uk  pub  video  satire  advertising  2016  q2  juxtaposition  comparison  customer  experience  service  organization  privacy  surcharge  humor  banking  2bsb  2snr  cco  2cdo 
april 2016 by csrollyson
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