By Colin Shaw
In his prior groundbreaking e-book with John Ivens, Colin Shaw checked out the improvement of the conceptual framework for the client event including examples of most sensible perform and techniques for implementation. As expected the client event has turn into the subsequent aggressive battleground. the present booklet will discover the topic in additional intensity with new examine and most sensible perform and exhibit businesses and firms how one can determine the place they're and the way to revolutionize their buyer adventure.
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Additional info for Revolutionize Your Customer Experience
Customers buy experiences. 2 Ellen L. Brothers, President of American Girl, a direct marketer, publisher, and experiential retailer for girls, told us how important the Customer Experience is to her company: Our roots are very much in Customer Experience. This has always been a corner stone from day one. I think any time you can engage the customer in a broad experience you connect with them in a much more meaningful way. 13 Revolutionize your customer experience So let us pull some strands together: • • • • • All markets are commoditizing.
36 Please hold, your call is important to us 3. The “current action” in each of the orientation areas. 4. What “previous initiatives” have been undertaken in each of the orientation areas. 3 shows how the Naïve to Natural Model™ is taken down into the orientation areas. It is entirely possible that an organization’s overall orientation may be Transactional. However this does not mean it is necessarily Transactional in each of the orientation areas. 4 shows the Naïve to Natural™ orientation report for a financial services organization.
4. 5. 6. 7. 8. 9. People. Culture and leadership. Strategy. Systems. Measurement. Channel approach. Customer expectations. Marketing and brand Processes. 1 outlines, at a top level, the Naïve to Natural Model™. The model enables an organization to holistically understand which orientation it is in and to provide an answer to Where are we? The next layer down, the orientation area level, enables organizations to understand why they are in their orientation and answer the question, Why are we here?