Marketing & Strategy Innovation blog

New Webinar - How To Optimize Your VoC Program (Nov 12)

We are pleased to announce that on Wednesday, the 12th of November, Futurelab's Stefan Kolle together with Confirmit's Claire Sporton (VP, Customer Experience Management) will run a webinar on how to run a mature, action-oriented VoC program. We believe that listening to your customers is only one part of a truly effective Voice of the Customer program and only a comprehensive and fully integrated initiative can increase your revenue, reduce costs and promote culture change. 

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Customer & Leadership: Is There a Formula / Recipe for Success?

I wish to acknowledge members of the ‘methodology police’, whom I met recently, for being the source of this conversation. Please note that for the purposes of this conversation I will use the terms formula, recipe, method, script and template interchangeably.

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Great Management Questions

What questions should entrepreneurs ask themselves if they want to improve their companies?” Earlier this year, business thought-leaders including Jim CollinsMarshall Goldsmith, and Gary Hamel were asked this question and their responses were published in Inc. magazine.

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Banks’ Apple Pay Opportunity

In a pymnts.com article titled One Banker’s View Of Apple Pay Threats, the SVP of a large bank indicated:

“Though Apple gets a piece of every transaction, the company provides no help to banks in making sure their cards are “top of wallet” for use, or helping users decide which card is best of each situation.”

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How To Combine Marketing Tech With Marketing Guts

Great marketers have great guts. Leo Burnett didn’t need a legion of focus groups to come up with the Marlboro Man. Steve Jobs, arguably the greatest marketing mind ever, famously eschewed market research because he didn’t think customers knew what they wanted until he showed it to them.

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Getting Employee Buy-In for Your #CX Transformation

What tools can you use to facilitate employee buy-in for your customer experience improvement efforts? 

A couple weeks ago, I hosted a webinar with ZenDesk on the seven steps to customer experience heaven. A question posed by one of the audience members was about what tools are available to facilitate employee buy-in for your customer experience initiative.

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2014 State of Customer Experience: Who Are UK’s Leaders and What Can We Learn From Them? (Part 4)

Today’s conversation completes this four part series (part 1part 2part 3) centred on Nunwood‘s 2014 UK Analysis report. In this conversation I want to talk about CX improvement. Specifically, what Nunwood say about what it takes to generate CX improvement.

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2014 State of Customer Experience: Who Are UK’s 2014 Leaders and What Can We Learn From Them? (Part 3)

This conversation continues on from where the earlier one ended. As promised, I have been looking at what Nunwood has to say about certain brands. And find myself in a position to share with you on the table that I have put together.

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Cognitive Funnels, Powerful Call-to-Action, More… Roger’s Picks

This reading isn’t required… but you’ll miss out if you don’t read at least a few of our top picks for the week!

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