Think of when you used an app or a website lately. You probably don’t remember the experience of using it. You may remember the content or the functionality, but the actual experience of using didn’t strike you. That how it should be - it was well designed seamlessly. What you do remember
Peter Drucker famously stated that the primary purpose of a business is to create value, finding and keeping customers. To do that well the core functions of an operation are innovation and marketing. • Innovation – to continuously discover, build and deliver unique solutions that generate
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The linear “inside out" thinking focus around processes and functions that might be important to the company’s operations, but don’t really mean anything to customers. The organizational transformation is about unlearning and relearning together to build Business Agility. Why does management
Your organizational culture affects customer experiences. Are the main focus on inside out reports from different departments of the organization to get rewarded or are you collecting realtime data on how your customers feel about getting their jobs done - in their individual context? In the
Companies struggle to compete with customer's experience While many companies believe technology will make them more competitive, the real need is for organizational transformation. Customers compare your service with the best they ever had... from Netflix, Facebook, Amazon or Spotify. The user
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos Photo Credits: Kaboompics | Pexels “Always remember that everyone with whom you have a relationship has
There is no one-way Market Funnel from A to B, it doesn't reflect the digital behavior. The Customer Decision Journey is anything but linear, it is complex and out of your control. It’s personal and a two-way conversation with permission. No one will be reduced to a segment. The explosion of