csrollyson + outcome   30

What Does Journey Mapping Do for You? - Heart of the Customer
Short and sweet: 6 things #customer #journey #maps should do; No.3 a huge pitfall, make sure you focus on true customer-centric, not firm-focused, outcomes ("intent") #CX #experience
customer  experience  journey  map  value  proposition  list  q2  2019  outcome  jtbd  emotion  csr19 
june 2019 by csrollyson
Why Research Could Make or Break Your Journey Mapping Effort
Brilliant: Contrasts hypothesis v. #journey #maps, shows why many maps fail to deliver; they use internal data, NOT customer-centric unstructured data that's focused on JTBD. BTW, #Agile #Digital #Ethnography changes the game in journey research.
journey  map  research  pointofview  qualitative  quantitative  howto  value  proposition  2017  Q3  customer  experience  outcome  jtbd  touchpoint  comparison  bullsi  bullsi2  pitfall  hypothesis 
may 2019 by csrollyson
Mapping the experience of families at the ER | Highland Solutions
Example of #customer #journey #map project for Wisconsin children's hospital, the process and outcomes; BTW #agile #digital #ethnography broadens results with 100s of customer discussions #CX
customer  experience  journey  map  casestudy  example  wisconsin  children  hospital  process  outcome  healthcare  physician  marketing  emergency  csr19 
april 2019 by csrollyson
Personas vs. Jobs-to-Be-Done
Very useful comparison of #JobsToBeDone and #personas for #customer & #user #experience - shows each artifact's strengths/weaknesses + how to use them together #JTBD #CX
jtbd  design  customer  user  experience  csr19  outcome  persona  comparison  service  bullsi  reference  howto 
march 2019 by csrollyson
How Millennials Have Changed Charitable Giving
Giving trends among #millennial generation: episodic, online, outcome-focused #nonprofit #social #impact #media
nonprofit  millennial  cause  behavior  donor  social  media  giving  trend  pointofview  report  communication  impact  outcome 
march 2018 by csrollyson
trendwatching.com | GLOBAL BRAIN
Disruptive global #social trends & ideas for #brands to boost relevance, nod to #outcomes
culture  politics  society  trend  example  consumer  refugee  marketing  product  development  management  innovation  Q2  2016  apparel  cosmetics  startup  kickstarter  2ghcj  brand  pricing  climate  outcome 
may 2016 by csrollyson
Needle Humanizes Customer Experience with Addition of Shopping Cart Feature | Business Wire
Brilliant! @Needle platform crowdsources #customer experts on using products to create #experience #advocate #success
startup  customer  experience  advocate  specialist  crowdsourcing  ecommerce  disruption  outcome  platform  retail  jtbd  sochap  cco 
april 2016 by csrollyson
Caring for Older Adults in a Value-Based Model
Inspiring startup revolutionizing #healthcare - They Improve outcomes for poor elderly patients by caring more & cutting cost
healthcare  chicago  disruption  startup  elderly  medicare  medicaid  model  outcome  patient  provider  customer  experience  operations  physician  nurse  2016  q1  clinic  2sbs  2cdo  cco 
march 2016 by csrollyson
Why Customer Success Means the End of Salespeople | Brian de Haaff | LinkedIn
[commented]Great example of #customer #experience embedded in firm culture: their CS team not driven by $$ but desire to help
customer  success  experience  example  software  b2b  sales  outcome  exceptional  sochap  csrblogcomment  travel  journey  mission  2016  Q1  cco  cdo  2cdo 
february 2016 by csrollyson
Customer Success Swiss Army Knife for Your Sales Funnel
Advises B2B #sales on working w #customer #success to boost performance across buy cycle
customer  success  sales  b2b  howto  cycle  prospect  organization  outcome  qualification  Q1  2016  sochap 
february 2016 by csrollyson
3200 hours — Medium
Business analyst reframes her job mission around customer outcomes & riffs on commuting
2014  q4  work  employee  telecom  customer  experience  business  analysis  reframe  outcome  commute 
january 2015 by csrollyson
"The 'Real Thing' for Coke and Product Brands" by @csrainc
2part analysis of Coke's product brand failure: How #coke can transform #customer #relationship+it's using finance to hide its slide
mengpost  q4  2014  product  brand  customer  experience  outcome  howto  trust  integrity  health  obesity  casestudy 
november 2014 by csrollyson
Help, I Need a New Lawn Mower – The New Consumer Path to Purchase. | Ignite Social Media
SUPERB educated yet personal account of "social decision journey": note focus on #customer #outcome not product #kudos
customer  experience  usecase  outcome  example  exceptional  home  residence  lawn  casestudy  journey  retail  omni  channel  ecommerce  family  decision  consumer 
august 2014 by csrollyson
Bank Director :: Banks and Social Media: The Customer’s View
Interviews share how customers want to interact on Facebook with banks—and not [note focus on customer experience & outcomes]
local  bank  research  customer  experience  facebook  outcome  example  interview  video  Q1  2014  foundation 
may 2014 by csrollyson
Brands-Only Summit Social Media Case Study: Moen, presented by Ginn...
"People talk abt plans, not brands": MOEN case study for social media customer engagement #outcome
social  business  media  casestudy  home  brand  bath  kitchen  analysis  adoption  management  inhouse  agency  team  customer  engagement  outcome 
march 2014 by csrollyson
JAMA Network | JAMA | Can Mobile Health Technologies Transform Health Care?
Physician point of view on #mobile #healthcare potential to boost #medical outcomes thru collaboration among #patients, clinicians #fb
provider  pointofview  physician  consultant  journal  medical  association  usa  mobile  healthcare  patient  empowerment  application  outcome  collaboration  acute  chronic  condition  value  proposition  clinician  2cdo  2csra  2csrollyson  digital  transformation  cdo  cmo 
october 2013 by csrollyson
Big Data: Striking Similarities for Healthcare and Marketing | LinkedIn
[comment] USEFUL connection: @davidedelman mashes up #healthcare & #marketing in the #BigData world #fb
healthcare  marketing  big  data  csrblogcomment  q4  2013  mashup  customer  patient  outcome  experience  privacy  consumer  empowerment  2cdo  2csra  2csrollyson 
october 2013 by csrollyson
You Are Already An Expert At Writing a Value Proposition
Insight on the post-product age: products less important to customers than outcomes #kudos
sales  outcome  customer  client  product  csrblogcomment  q3  2013  service  marketing 
september 2013 by csrollyson
The big-data revolution in US health care: Accelerating value and innovation | McKinsey & Company
Outlines big data analytics potential in healthcare, examples of payor, provider, government innovation; "value framework"
big  data  analytics  healthcare  example  payor  provider  government  outcome  fee  service  innovation  model  application  mobile  statistics  prediction  usa  cdo  digital  value  proposition 
may 2013 by csrollyson

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