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Customer and Employee Engagement | Improving Customer or Client Experience | Marketing & Business Development

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    Jack Nicholson, playing Colonel Jessup, in the 1992 film ‘A Few Good Men’, famously said, when cross-examined by Tom Cruise, playing Lieutenant (junior grade) Kaffee: “You can’t handle the truth!” Remember that? Well, Dimension Data has just released its 2017 Global Customer Experience Benchmarking Report and this year’s report splendidly titled ‘Digital crisis or redemption – The uncomfortable truth’, will make uncomfortable reading for many leaders and executives. Here are some highlights from the survey of 1,351 organizations across 80 different countries : Whilst 71% of organizations cite customer experience as their top, strategic performance measure only 13% of them rate themselves a 9 or a 10 (out of 10) when it comes to delivery. Moreover, with digital dominating much of the conversation around customer experience, it’s shocking to see that more than half of organizations (51%) report that they don’t have a digital strategy or they are, at best, only in the process of developing one. Further, only 9.5% of respondents think that their digital business strategy is optimized and this leads to a disjointed experience for many of their customers. The result is that digital channels are failing to meet customers’ needs, and this is having an impact

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    I was lucky enough to attend Collision, a tech and start up conference in New Orleans just over a week ago. Now, a pure tech and start up conference is not usually my thing so whilst there were all sorts of fascinating start-ups, interesting applications of technology and enthusiastic entrepreneurs, it was the speakers and the talks that really stood out for me. With that in mind and viewing the conference through a customer experience lens, here’s a few highlights: 1. Should We Actually Be Talking About Trust and Authenticity? Back in January, I wrote a post called The Implosion Of Trust And What To Do About It, where I discussed the findings of the 2017 edition of the Edelman Trust Barometer, which found that over the course of the last year that there has been an implosion of trust in ‘the institutions of business, media, government and NGOs’. Therefore, during a panel on authenticity, trust and emotion st the conference one of the most memorable comments came from Damian Bradfield, President and CMO of WeTransfer, the largest file sharing service in the world, who commented that: “if we are having a conversation about authenticity then we already have a

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    This is a guest post from Erika Brookes, CMO at Springbot. It’s not surprising that businesses spend billions each year trying to make customers loyal to their brand. In general, loyal customers are far more profitable than your average customer and can become powerful champions for your brand. However, to gain a legion of loyal followers, you first need to establish a brand identity that they can get behind. How your customers perceive your brand plays a significant role in their decision to trust you, which is why every smart business takes their brand identity seriously. To help you develop your own brand identity, here are eight tips to get you headed in the right direction: 1. Find What Makes You Unique If there is nothing that makes your business unique, then you’re going to find it difficult to inspire brand loyalty. Every successful eCommerce store has clear value propositions that tell consumers what makes them better than the competition. Once you have determined your unique selling proposition, it needs to be present in your marketing campaigns and on your website’s homepage.  Mint, an online saving tool, does a great job in this example: Mint’s value proposition is that they

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    Today’s interview is with Mark Smith, President of Kitewheel, which is the world’s only cloud-based Customer Journey Hub designed for innovative agencies and brands looking to move in step with the modern digital consumer. Mark joins me today to talk about the state of the customer journey, the rising amount of attention being placed on retention and what we can learn from a recent piece of research they have released. This interview follows on from my recent interview – You don’t want to design a customer experience that is akin to getting in the cockpit of an F16 – Interview with Eric Hansen – and is number 236 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Highlights from my conversation with Mark: Kitewheel’s business is centred on helping marketers doing a better job and are in the job of ‘running’ and automating customer journeys for a large number of travel and automotive companies, healthcare providers and retailers so that their customer journeys are more connected. The key here is that many brands have many

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    Today’s interview is with Nick Hague, Director and Chairman of B2B International, a leading global B2B market research and consulting specialist, and author of a couple of books. Nick joins me today to talk about his new book that he has co-authored with Paul Hague, his father: B2B Customer Experience: A Practical Guide to Delivering Exceptional CX, how it came about and what we can learn from it. This interview follows on from my recent interview – The potholes of scaling customer support and service – Interview with Michael Redbord of HubSpot – and is number 265 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Here’s the highlights of my interview with Nick: B2B Customer Experience: A Practical Guide to Delivering Exceptional CX has just been published. A large amount of the focus in customer experience is on B2C. Obvious need for a book that addressed B2B customer experience and acted as a practical guide for those working in B2B companies. B2B accounts for a huge amount of economic activity and, as such, presents

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    Today’s interview is with Jessica Groopman and Jeremiah Owyang, industry analysts and founding partners at Kaleido Insights. They join me today to talk about blockchain, customer loyalty programmes and why and when you should be considering learning more. This interview follows on from my recent interview – Every great business has a backstory that drives and compels the work they do – Interview with Bernadette Jiwa – and is number 267 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Here’s the highlights of my interview with Jessica and Jeremiah: Kaleido Insights focus on looking at how new technologies are helping companies to connect to their customers. Back in March, Jeremiah posted a piece on his blog called: Analysis: Should Blockchain Power Your Customer Loyalty Program? A definition of blockchain technology is that it is a distributed ledger technology that is more secure than having just a centralized database or a distributed database rights. The ledger element implies that a blockchain is a database where we can all see the same transactions taking place. Think

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