Posts Tagged ‘Great customer experience’

Creating a customer-led company culture

June 17, 2014

Customer-led CultureEmpowered customers are shaking the foundations of industries everywhere. Compared to the old way of doing business, today’s customer revolution is driven by a set of self-reinforcing, customer-first paradigms.

In this new order customers set the agenda by establishing the terms of engagement; customers increasingly provide inputs for new products and services, which they assume will come personalized for them; customers expect companies to listen and learn from their everyday experiences and get respect when things don’t go as planned. In this emerging world a customer-led marketing culture can be a company’s competitive edge.

While a few companies “get it”, most still need to adapt to these unusual and fast-changing times. At such firms CMOs and other business leaders should consider several steps to develop and foster a customer-led company culture: (more…)

Customer-led marketing is your competitive edge

April 8, 2014

Customer RevolutionCountless companies across industries claim to focus fully on serving their customers. Only recently however, has the balance really shifted, putting customers firmly in the driver’s seat.

Whether they are consumers or business buyers, today’s customers are often more tech savvy than the companies that serve them. They have increasing access to insightful, comparative information on suppliers and their offers; they now have the ability to express satisfaction or shout out their discontent to friends and peers and they are ready to switch providers when needed.

To serve today’s generation of consumer and business customers, companies must accept that customers are now in charge, and winning their business means creating a customer-led marketing culture. (more…)

Successful companies mix digital and traditional channels to satisfy their clients and achieve business objectives

January 15, 2014

Mixing traditional and digital channelsWith 2014 now firmly underway, there is no doubt that digital and social media along with mobile technologies remain at the top of the agenda of many marketing leaders. They are seen as critical paths for expanding their addressable market reach and growing the business.

While there is no doubt that digital marketing tools can boost the public awareness of a company and of its offers, while offering clients a personalized and interactive way of engaging with their brands, to achieve measurable business results, digital tools must be part of a company’s broader, well-thought out marketing strategy. Otherwise, it’s like spending money to generate more noise in an increasingly crowded marketplace. (more…)

Why a digital customer touchpoint experience is critical for companies today

April 16, 2012

In addition to focusing on delivering their core product and service offers, today’s companies must increasingly also deliver customers an engaging digital touchpoint experience.

This multiple touchpoint experience relies on the effective use of various interactive digital media channels, including company websites, blogs, a presence on social networks (ex. Facebook & Twitter), as well as dedicated mobile and tablet apps. It also includes direct e-mail, digital advertising and APIs used for interfacing with 3rd party applications.

This shift comes as increasingly more people prefer to interact with companies via digital channels. This experience usually offers users interactions that are automated, more convenient, quicker and more streamline. This in turn helps save time, lower the transaction costs for both parties, and can lead to greater overall customer satisfaction.

The shift to digital touchpoints is only going to continue, as more people who grow up using the Internet also become consumers and decision-makers.

Companies who don’t offer customers a digital experience will be left behind. Still, many are not yet sure how to take part, and in some cases don’t fully understand the tangible benefits it can bring them and their end-users. (more…)

Designing winning products that deliver a great customer experience

March 26, 2012

ImageFor each market there are tens to thousands of products and services, of which only a small part are truly successful.

While there are many reasons that can lead to the success of products and services, the outstanding ones have been designed and delivered in a way that provides a great customer experience.

Great products usually resolve common problems, they provide users with added benefits, they are convenient and easy to use, they satisfy other needs that customers didn’t know existed and they tend to be fun and engaging to use. But above the best products and services deliver a better user experience compared to others. (more…)