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IBM #Infographic - Biggest Challenge for CMOs is Adapting to the...
According to the IBM CMO study infographic (which you can find below), the CMO has a challenge to adapt itself to many developments, the most important ones being social media and data impact and the...
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Why Global Processes Help the Locals in Customer Experience - Forrester Report
According to the Forrester's report recent report "Global Processes Help to Deliver Relevant Local Customer Experience", companies need to master 6 key disciplines of Customer Experience in order to...
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Tactics to Sustain Employee Commitment To The Customer Experience
Jeff Valentine has led transformative customer experience initiatives at 3 companies, across 12 different business units, and has been doing this work for over 10 years. He gave a presentation for the...
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Starbucks CEO Howard Schultz: "Employees Are The True Ambassadors of Our Brand"
To Starbucks, baristas are not just baristas--they are ambassadors of brand, merchants of romance, disciples of delight. The company recently invested millions in a "Leadership Lab" designed to drill...
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Top Holiday Ecommerce Priority For E-Retailers Is To Minimize Downtime
81 percent of the CIOs, CTOs and IT chiefs are taking steps to improve the online shopping experience for this year’s holiday season. For example, they are increasing computing capacity, redesigning...
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HR Lags in Employee Engagement Strategies: "HR Needs a Kick in the Butt"
This result and advice according to a new study. Research and consulting company Temkin Group, surveyed 302 human resource professionals from large companies about their participation in CEM. Despite...
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Forrester On The Employee Experience: Actively Design It
Kerry Bodine of Forrester discusses why just like great customer experiences, great employee experiences — those that enable employees to support customers as they’re supposed to — don’t happen by...
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Embracing E-Commerce to Manage Supply Chain Activities Puts Focus Back on the...
Much of the efficiency in the modern marketplace comes from new uses of technology. With e-commerce, all participants in the supply chain are linked electronically, and can confer and coordinate within...
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Employee Engagement Matters: Your People Are Your Only Competitive Advantage
On the Inspirational Leadership and Coaching blog I read the article“Employee engagement – the key to organisational success” by the MD of the Forton Group in EMEA. First of all he reports about the...
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240 Percent Boost in Performance When Organisations Engage Both Employees and...
Great insights from Gallup’s article“The Business Impact of Human Emotions” that elaborates that technology and other avenues for connecting with customers continue to evolve, they believe that a...
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Enterprise Social Networking Improves Customer Engagement
New research by Tibbr shows enterprise social networking enables businesses to speed up the response time and the quality of response to customers, leading to increased customer satisfaction—a key...
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Engagement Is Key to Organizational Performance: Digital Media as Excelerators
This article is orignally published on InnovationManagement under my name.Booz&Co wrote in their article“The Social Life of Brands” on Strategy+Business that the value of a brand is linked with the...
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Enterprises Are Pushing For Tighter Integration of Multichannel Contact...
As enterprises are offering their customers more and more channels for interaction, including telephone, Web, email, social media and SMS, the need to coordinate service acros these channels for...
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Eleven Predictions for Social Business in 2013
Dion Hinchcliffe, Chief Strategy Officer at Dachis Group, gives his predictions for the coming year when it comes to social business. Read further to read his views on this year’s challenges and most...
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Net Promoter Score (NPS) Case Study: Nationale-Nederlanden Insurer Creating a...
On the 15th of November last year I visited the event “Digital Marketing in 1 day” in Bussum, the Netherlands. One of the sessions I attended was from the Dutch Insurer Nationale-Nederlanden (NN) where...
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Social Media for Customer Service Only Used Because Other Channels "Suck"
A refreshing angle and outcome by [24]7's CEO PV Kannan, whose company offers cloud-based customers service and manages 2.5 billion interactions per year. Yesterday we were having the same discussion...
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Four Lessons Organizations and Professionals Can Learn From Long-Living “Blue...
Yesterday evening I watched a documentary about the five Blue Zones, demographics and/or geographic areas of the world where people live measurably longer lives. Dan Buettner was interviewed, the...
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Five Things Companies Can Do to Excel in Their Customer Service
I came across this article targeted on consumers on how to get out of a service contract. This made me think about what companies can in these cases. Read what ways consumers should do and what things...
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Five Trends in European Digital Consumption
McKinsey created an infographic on the top five trends in European digital consumption packed with interesting information. Read further what the five trends are in the European digital landscape.The...
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Five Digital Commerce Opportunities According to Booz&Co and IAB
In a survey by Booz & Co and the Interactive Advertising Bureau (IAB) it explored the new world of digital commerce by convening an industry roundtable with executives from retail, CPG, media, and...
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State of Social Media in US Healthcare
Previously we reported that Marcy Q. Samet stated that the time is right for digital health, time to acknowledge a people-centric approach. The infographic by Master of Health Administration gives...
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