Our bookmarks on this topic are also at pinboard.in/u:unison/t:customer-experience/
From Maz Iqbal at Customer Think: Customer-centricity is at least as vague a term as CRM and CEM. Is it a strategy? A state of mind? A loyal relationship? Personally, I’ve defined “being customer-centric” as delivering value that customers care about. The end results should be more loyal customers. But it’s not quite that simple. How do we explain the success of Ryanair, which offers a low-cost service, gets lots of travelers and makes money, but can hardly be said to have raving fans?“
Tuesday, April 24, 2012 · Topics: customer-experience
From Customer Think: Comparison of organizational thinking in the Industrial/Information Age and the Customer Age
From Customer Think: Organizations embark on CRM implementations with an objective to improve organization efficiency and effectiveness in connecting to their customers. However, most of CRM implementations fail to achieve the desired ROI. Among all the reasons highlighted, customer data issues stand out. The more effective CRM implementations that have delivered the desired ROI have made a focused effort on customer data integrity.
From FastCompany: In Wicked Problems: Problems worth solving, author Jon Kolko argues that involving end users in the entire design process ensures a humane design solution.
From BigThink: We have all experienced “dehumanizing” technology – software or hardware that seems to diminish our ability to communicate with others or to function effectively in the world. Technology that creates new boundaries between people rather than erasing old ones. With this in mind, Big Think is proud to announce Humanizing Technology, a virtual expo in partnership with Bing. The goal of Humanizing Technology – which will culminate in June, 2012 with a live event and prize ceremony in New York City – is to identify new technologies that integrate themselves seamlessly into our lives, capitalize on our unique strengths, and amplify the best of human nature.
From strategy+business: According to this research, consumers who join a company’s online community spend significantly more on the firm’s products than they did prior to signing up or in comparison with similar customers who are not part of the network.
From 1to1 media: Fast adaptability is now a necessity for organizations that want to succeed, argue Chris Zook and James Allen in their book Repeatability: Build Enduring Businesses for a World of Constant Change. In the past fast adaptability was something that was “nice to have”; today “reinvention is the source of competitive advantage,” they say.
From FastCompany: To change buying behaviors, companies need to tap into their customers’ driving passions, argues Wolff Olin’s Sam Wilson. Zipcar, Nike and Grameen Bank get it.