Chief Experience Officers Can Synchronize Business Silos
There are many fascinating benefits from an enhanced and C-suite focus on customer experience. In this wonderful blog with a very relatable, personal story, Len Devanna of Trepoint shares with us a perspective that customer experience can actually break down the silos of marketing, sales, and service... getting them all on the same page. It takes a C to generate cultural imperative for customer centricity - watch for it happening more and more in successful organizations.
Getting Personal for Customer Loyalty - Challenges and Opportunities
Personalization of the customer experience - the ultimate long-tail marketing - is great when done well. But if approached with less than "all-in", there are risks. This article helps us understand the importance of empathy in learning from the customer - which is the first step towards personalization, grasshopper!
Follow the Yellow Brick Road to Customer Loyalty
Over the years, I've taken many significant lessons from the Wizard of Oz - management paradigms (the "Oz Principles"), ways of living, the metaphor of flying monkeys, the man behind the curtain. A post at the Marketo blog presents an elegant infographic which reminds us of how easy it is to be distracted in a customer journey, and insight that should be gained/efforts undertaken to keep customers close. No surprise here - listening is pretty important.