The new customer-centric. Why delighting consumers is more about brand-led innovation than following customer demands

Size: px
Start display at page:

Download "The new customer-centric. Why delighting consumers is more about brand-led innovation than following customer demands"

Transcription

1 The new customer-centric Why delighting consumers is more about brand-led innovation than following customer demands

2 Introduction Amazon aspires to be Earth s most customer-centric company. Numerous mission statements are sprinkled with customer focus. Yet the brands we most admire are much more than customer-led. People never wanted to use finger gestures on black glass sheets before Apple suggested it, or to do so sitting among strangers until Starbucks invited them in. Being customer-centric once meant doing things for the sake of customers, rather than for the convenience of the provider. So a bank would open extra teller positions at lunchtime when demand is highest, instead of closing them so tellers could eat lunch. But by that measure, any successful company is already customercentric. The goal posts for true customer focus have clearly moved. The natural response has been for brands to try to raise their game. They are using digital technologies to discover more about what customers are looking for, and to retool operations to be ever more agile. But that response draws companies into repeating cycles of added investment and complexity, becoming more nuanced in customer responsiveness, without really changing the value proposition. Keeping up with the pack in this way is essential; but getting ahead is extremely difficult. To avoid these cycles, brands need a way of working smarter, not harder.

3 Defining the new customer-centric So what defines the new customer-centric? One hint is hidden in the Net Promoter Score (NPS) metric that so many companies are now using. Although it was billed as the one number you need, the NPS is actually a mix of two numbers: the promoters who advocate for your brand and the detractors who complain about it. The two have different dynamics: It often turns out that the operational improvements you take to satisfy customers and reduce detractors won t increase the promoters. If you want to work on NPS from both ends, you need a strategy to increase promoters, as well as the operational efforts to reduce detractors. That s the new customer-centric agenda; and it s about more than operational excellence, fixing the basics, and listening and responding to customers. It s about designing signature experiences that not only work brilliantly for the customer, but also bring out what makes your brand special. Why did Virgin Atlantic put its signature bar in the Upper Class cabin? Not because customers asked for one. Why get up, when they ll bring a drink to your seat? It built the bar because the company had made the effort to build a great cabin crew, and realized that customers didn t get to talk to them. The bar provides that opportunity, which customers have been keen to take up ever since. Virgin s Upper Class Wing at Heathrow builds on the same idea. It s more than a curbside check-in it s an orchestrated entrance in which you are received, and led, by an airline host. Both are terrific for the customer, not just as good experiences in themselves, but also as amplifiers of what the airline does best. It s about designing signature experiences that not only work brilliantly for the customer, but also bring out what makes your brand special. Sense Perspective 3

4 Defining the new customer-centric (cont d) And while every brand is different, there are common threads that can lead us to a new definition of customercentricity, which is about balancing both customer and company agendas. Three areas are key: 1. Customer needs What do your customers value and respond to? Are you helping them navigate the hassles they face today, and also fulfilling their higher-order needs? 2. Brand story What do you want your brand to be known for? What makes it authentic? What does it want to be and do? 3. Operational advantage What is your company inherently good at? How does it make money differently than its peers? Being customer-centric requires making the connection between all three, which is usually a cross-functional challenge and often cross-cultural as well. For instance, when the executives at Virgin Atlantic conceived its onboard bar and Upper Class Wing, they benefited from a set of strategic development groups, with teams of managers from throughout the company. The involvement of human resources and operations wasn t an afterthought; it was built in from the start. taste great individually, they are probably not a great salad together. To create an experience that works as a whole, companies need to establish guiding principles that inform each of the individual design decisions. This isn t about scripting; it isn t even about orchestrating, since nobody typically has the authority to be the conductor. It s about influencing: Inspiring those charged with creating each part of the experience from product developers to the front line with a common set of ideas, and enabling them to express those ideas in everything they do. But wait, you may be asking: Isn t that a brand-driven approach rather than customer-centric? Shouldn t customers set the agenda, and not us? Actually, we don t see any conflict. Customer-centric does not mean slavishly customer-led. The best part is that embracing guiding principles can be surprisingly liberating. It s a customercentric agenda that allows you to be yourself, to influence how customers think and act, and to play to the specific strengths of your business. That open reciprocity is the basis of many great relationships. It can help you connect in the warm and genuine way that today s customers expect. Balancing all three requires clarity about what makes you special: the unique personality your brand brings to different experiences. Without this, trying to be customercentric can be like a trip to a salad bar. It s tempting to pick each of your favorite ingredients, but while each may Sense Perspective 4

5 Orange: Creating a Customer-centric culture Orange, the Paris-based multinational telecoms operator, has a strong and well-defined brand. Its human friendliness and straightforward openness are well expressed in marketing communications. But how should this personality manifest itself on the front line when a customer calls in with a billing problem? When a distressed customer is unwilling or unable to pay a surprise $2,000 bill for roaming charges during a three-day trip to Spain? What is not just a good response, but an Orange response? To answer these questions, Lippincott helped Orange customer experience staff explore different real-life scenarios, and tease out the good, and distinctively Orange, approaches. We also helped them explore a battery of great and true customer service stories from other sectors, and identify those that best represented what Orange was about. All the stories provided great responses to real customer needs, and the comparison helped isolate distinctive Orange character and priorities. Then we distilled simple customer relations principles, which have provided practical guidance themselves, and more broadly have established the consciousness about good + Orange as two essential and complementary goals. Animated videos illustrating the principles help managers and staff to think differently about their role with customers. As the organization has embraced the good + Orange logic, the guides have been translated into multiple languages, as well as into internal practices for hiring and developing customer-facing staff. Sense Perspective 5

6 British Gas: Customer-centricity in unexpected places British Gas supplies energy to 12 million households in the UK. In an industry that s mistrusted by customers and the media and used as a punching bag by politicians, the company promised in 2012 to become simpler, fairer and more transparent. How would customers see the difference? There are not so many interactions with your energy supplier, making the bill a crucial communications tool. And British Gas mails 43 million of them every year. A bill may seem too functional and uninspiring to provide a real expression of your brand. It s just a demand for money, right? But what if it were designed around the questions that customers really have? What if customers begin to feel a real benefit from higher engagement that they can actually understand and influence what s going on? What if they start to feel like this big, largely invisible company is actually on their side? We worked with British Gas to redesign their energy bill around five core customer questions: What do I owe? When do I have to pay? What if I have a problem? Can I save some money? And where do I go for help? Much of the content of the existing bill, accumulated over time, simply did not contribute to answering these questions. So out it went. And in came new content, particularly on saving money and energy with British Gas taking a lead in familiarizing customers with energy usage, how to track it and how to control it. The resulting bill is intuitive, and customers love it. But they never asked for it. As one customer tweeted, Who d have thought your gas bill would be an infographic? Sense Perspective 6

7 Starbucks: Creating new connections Starbucks has spent the past 40 years building trust and genuine moments of connection in its coffee houses. The company has a long history with the new customer-centricity. While we have almost limitless choice and control of what we order, it s Starbucks that introduced us to the language we use and the third space we spend time in. Starbucks doesn t just anticipate and respond to customers needs; it promises to celebrate every customer s individual needs, every day providing a place that fulfills the craving for human connection. Taking these customerbased starting points and driving them through to such a passionate, mission-driven response creates an experience that is both customer-centric and highly proprietary. As Starbucks looks ahead to the next 40 years, it sees a future that is broader than coffee and the coffee house. How to create that same distinctive experience across a broader set of customer needs and environments? We worked with Starbucks to renew the expression of the brand, to keep the customer experience fresh but distinctive, with vitality and flexibility across drinks and food, and outside the coffee house across stores, home and mobile. A world of new styles, materials and behaviors is designed to broaden and enrich the Starbucks experience, making it more interesting and dynamic for customers and challenging for competitors to copy. The core idea, moments of connection, is interpreted through five guiding principles, ensuring this new diversity reinforces what makes Starbucks special. Sense Perspective 7

8 Summary What do these examples share in common? It s the understanding that people s connection with brands depends on mutual respect, admiration, even love. (And isn t that true of every good relationship?) Seen in these human terms, customer centricity is about not being arrogant and selfish. But equally, the point is not to be servile, but to be yourself. For some brands, that means being charming or witty; for others, caring and compassionate. The right answer is driven by your brand personality, as well as your operations. About Lippincott Lippincott is a leading brand strategy and design firm. We uniquely combine business-based strategic thinking and creative excellence to solve the most complex challenges facing corporations today. As pioneers of corporate identity 70 years ago, we have been behind some of the world s most iconic brands and partner with today s leaders as they shape their brands for the future. author Simon Glynn Senior Partner, Strategy Lippincott, a division of Oliver Wyman, Inc. NEW YORK BOSTON SAN FRANCISCO LONDON PARIS HONG KONG SÃO PAULO

Customer Experience Summit 2015 Brand strategies for facing the challenge of the all-powerful consumer

Customer Experience Summit 2015 Brand strategies for facing the challenge of the all-powerful consumer Business Reporter Inner Circle presents: Customer Experience Summit 2015 Brand strategies for facing the challenge of the all-powerful consumer February 23 rd -24 th, Gouman Tower, Tower Bridge, London

More information

Driving the Future. Positioning your brand to create desire in the new automotive reality

Driving the Future. Positioning your brand to create desire in the new automotive reality Driving the Future Positioning your brand to create desire in the new automotive reality In the 20th century the automobile represented self-expression at its most powerful our dreams and desires given

More information

CPC Certified Professional CoaCh training Program

CPC Certified Professional CoaCh training Program Participant Manual CPC Certified Professional CoaCh training Program ICF Accredited Coach Training Program 142 Contact Learning Hours 110 3rd Avenue North, Suite 102 Certified Professional CoaCh training

More information

On Customer Experience

On Customer Experience 2013 On Customer Experience Benefits. Best Practices. Truths. > Global Speaker > Practicing Customer Experience Designer > Consultant On Customer Experience There s certainly nothing new about focusing

More information

meeting client needs head on

meeting client needs head on meeting client needs head on Response By developing more than a working knowledge, our Consultants develop a care and passion to deliver successful solutions. Solving the recruitment headache Our consistently

More information

How to Build an Engaged Event Community. Presented by

How to Build an Engaged Event Community. Presented by How to Build an Engaged Event Community Presented by Contents Events Bring Communities Together 04 Before : Supercharge Your Event Community 06 During : Rock Real-Time Engagement 08 After: Extend the Life

More information

Web Design & Development

Web Design & Development Web Design & Development In Simplicity, Lies Beauty. - DigitalKrafts About Us The Internet is an ever changing environment that demands that you keep up with the latest and greatest communication platforms.

More information

Attention is a Currency. We earn it, we spend it, and sometimes we lose it. Why now is the time to invest in digital experiences that matter.

Attention is a Currency. We earn it, we spend it, and sometimes we lose it. Why now is the time to invest in digital experiences that matter. Attention is a Currency We earn it, we spend it, and sometimes we lose it. Why now is the time to invest in digital experiences that matter. Table of Contents 1 5 6 7 8 15 16 20 21 23 24 28 29 30-31 32

More information

Using Logistics to Grow Your Business

Using Logistics to Grow Your Business Using Logistics to Grow Your Business USING LOGISTICS TO GROW YOUR BUSINESS Y ou want your business to grow and logistics can help you achieve your objective. I ve put together this short guide for you

More information

How to benchmark your service desk

How to benchmark your service desk How to benchmark your service desk Internal benchmarking is an incredibly powerful tool and combined with elements of selective quantitative external benchmarking and qualitative work - can provide a true

More information

Creating an Awesome Customer Experience

Creating an Awesome Customer Experience Creating an Awesome Customer Experience The need to provide a great customer experience. To have profitable customers who stay with you a long time, your goal must be to create the kind of experience that

More information

What did I learn from participating in the career fair, and how did my presentation contribute to my classmates knowledge?

What did I learn from participating in the career fair, and how did my presentation contribute to my classmates knowledge? Career Fair Reflection 10 CAREERS The BIG Idea What did I learn from participating in the career fair, and how did my presentation contribute to my classmates knowledge? AGENDA Approx. 45 minutes I. Warm

More information

Using The Quick Connection to Build Your Business Success

Using The Quick Connection to Build Your Business Success Using The Quick Connection to Build Your Business Success By Bonnie Ross- Parker America s Connection Diva! CEO/Founder of Xperience Connections www.xperienceconnection.com Copyright 204 Bonnie Ross- Parker,

More information

Three Attributes of Every Successful Merchant Services Program-20140604 1602-1

Three Attributes of Every Successful Merchant Services Program-20140604 1602-1 Three Attributes of Every Successful Merchant Services Program-20140604 1602-1 [Start of recorded material] [Starts Mid Sentence] thank everyone that s joined the call today. I know everybody is busy with

More information

british council behaviours www.britishcouncil.org

british council behaviours www.britishcouncil.org british council behaviours Mat Wright Mat Wright Mat Wright CREATING SHARED PURPOSE I gain the active support of other people so they are fully engaged and motivated to contribute effectively. I do this

More information

Why Your Job Search Isn t Working

Why Your Job Search Isn t Working Why Your Job Search Isn t Working 6 mistakes you re probably making and how to fix them I t s easy to think that your lack of success in finding a new job has nothing to do with you. After all, this is

More information

Your guide to a Punch Franchise Tenancy

Your guide to a Punch Franchise Tenancy Your guide to a Punch Franchise Tenancy A sound business proposition If you ve got the personality, commitment and energy that s required to run your own pub, it s a fantastic choice of business. You ll

More information

The Customer Journey Mapping Workbook how to make your business truly customer- centric

The Customer Journey Mapping Workbook how to make your business truly customer- centric The Customer Journey Mapping Workbook how to make your business truly customer- centric A Whitepaper by Customer Faithful Limited 2013 All rights reserved How should businesses get underway in defining

More information

Understanding Your Finances

Understanding Your Finances Understanding Your Finances Getting a handle on your finances can be difficult, especially when you find yourself... Dealing with low credit scores, Living paycheck to paycheck, Not knowing where your

More information

The Definitive Guide to Legendary Customer Service

The Definitive Guide to Legendary Customer Service The Definitive Guide to Legendary Customer Service Customer Support Ebook Make your customer service legendary Satisfied customers do not only buy your products, but they have a stronger connection to

More information

HOW TO UNITE YOUR BRAND THROUGH SOCIAL RELATIONSHIP MANAGEMENT

HOW TO UNITE YOUR BRAND THROUGH SOCIAL RELATIONSHIP MANAGEMENT HOW TO UNITE YOUR BRAND THROUGH SOCIAL RELATIONSHIP September 2014 WSI WORLD Copyright 2014 WSI. All rights reserved. Each WSI business is independently owned and operated. Introduction We live in a world

More information

Customer Experience Roundtable Challenge Your Thinking.

Customer Experience Roundtable Challenge Your Thinking. Customer Experience Roundtable Challenge Your Thinking. Why Are We All Here?! Us We care about our customers We want to understand how it feels to be our customer We re keen to fix any problems they have

More information

Overcoming Your Content Challenges

Overcoming Your Content Challenges Overcoming Your Content Challenges How to create engaging content for your marketing campaigns 2014 Copyright Constant Contact, Inc. 14-3931 v1.0 Helping Small Business Do More Business Coming up with

More information

Spa Success Tips to Enhance Every Aspect of Your Customer Experience

Spa Success Tips to Enhance Every Aspect of Your Customer Experience 50 Spa Success Tips to Enhance Every Aspect of Your Customer Experience Reward your customers with loyalty points based on actions like purchases of products or services. Track customers activities and

More information

Customers, people, profits the ingredients of brilliant customer service

Customers, people, profits the ingredients of brilliant customer service Customers, people, profits the ingredients of brilliant customer service Vicki Brady Managing Director, Customer, Optus CommsDay Congress Tuesday 8 October, 2013 Introduction Good morning everybody and

More information

Marketing 101 for Aspiring Yoga Teachers

Marketing 101 for Aspiring Yoga Teachers Marketing 101 for Aspiring Yoga Teachers Catherine Wagner May 2013 How many classes do I need to teach to make a living? Can I make a living teaching yoga? Which studios should I work for? You are passionate

More information

Vodafone Red Paper Getting closer to your customers Issues Change Solution

Vodafone Red Paper Getting closer to your customers Issues Change Solution Issues Change Solution How to get closer to your customers Communicating with customers on their terms Every channel available The Internet enables easier comparison of companies, particularly of price,

More information

5 Simple Steps to Read Tarot with Confidence

5 Simple Steps to Read Tarot with Confidence 5 Simple Steps to Read Tarot with Confidence To get the maximum value from this free Tarot tutorial series, please print this Workbook now. 3 Tips to Get The Most Out of the Tutorials: 1. Print this Workbook

More information

White Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments

White Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments White Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments A Continuous Improvement Process for Sustainable Customer Satisfaction February 2014 EXCELLENCE IN CUSTOMER EXPERIENCE EVERY

More information

WHAT S THE STORY? THE RESULTS THE TRUTH ABOUT CONTENT MARKETING IN IRELAND

WHAT S THE STORY? THE RESULTS THE TRUTH ABOUT CONTENT MARKETING IN IRELAND WHAT S THE STORY? THE TRUTH ABOUT CONTENT MARKETING IN IRELAND THE RESULTS 2 What s the story? The State of Content Marketing in Ireland Ireland is a nation of storytellers so it s fitting that we ve moved

More information

Officers. A checklist for creating a solid personal brand. A publication by PaySavvy

Officers. A checklist for creating a solid personal brand. A publication by PaySavvy Personal Branding for Chief Financial Officers A checklist for creating a solid personal brand A publication by PaySavvy The Importance of Personal Branding The Basics of Personal Branding 3 Easy Ways

More information

Customer Experience - what s it all about?

Customer Experience - what s it all about? Customer Experience - what s it all about? The Capgemini Consulting guide Page 1 Page 2 Customer Experience is a concept that many people talk about but far fewer understand or know how to address. This

More information

Internet Video Campaigns for NonProfits:

Internet Video Campaigns for NonProfits: Internet Video Campaigns for NonProfits: How to Use the Power of Video and the Reach of the Internet to Grow Your Donor Base and Engage Your Community by Catie Foertsch Yes! MediaWorks In this new world

More information

RECRUITING TIPS SCRIPTS. Tom Ferry - Your Coach 888.866.3377 tomferry.com

RECRUITING TIPS SCRIPTS. Tom Ferry - Your Coach 888.866.3377 tomferry.com RECRUITING TIPS & SCRIPTS 1 & WHAT TO SAY TO NEW EXPERIENCED AGENTS table of contents Attracting New Agents Key Tips for Speaking with New Agents Interviewing a New Agent Inviting a New Agent to a Career

More information

Treating. A simple guide to our Standards of Conduct and how we work for you. fairly

Treating. A simple guide to our Standards of Conduct and how we work for you. fairly Treating A simple guide to our Standards of Conduct and how we work for you fairly Setting our standards Just like our energy we re keeping our Standards of Conduct simple and clear. That way, our people

More information

the art of choosing an ad agency

the art of choosing an ad agency the art of choosing an ad agency An Unbiased Look at Picking the Perfect Partner Finding a needle in a haystack is the analogy one of our clients once used to describe the process of hiring an advertising

More information

Be our guests on a journey of discovery at IMEX

Be our guests on a journey of discovery at IMEX Frankfurt 19 21 April 2016 Be our guests on a journey of discovery at IMEX @IMEX Let s meet! INSPIRATION ON EVERY CORNER The worldwide exhibition for incentive travel, meetings and events. Why come to

More information

Club Accounts. 2011 Question 6.

Club Accounts. 2011 Question 6. Club Accounts. 2011 Question 6. Anyone familiar with Farm Accounts or Service Firms (notes for both topics are back on the webpage you found this on), will have no trouble with Club Accounts. Essentially

More information

SOCIAL BEST PRACTICES

SOCIAL BEST PRACTICES SOCIAL BEST PRACTICES FROM THE BEST SOCIAL BRANDS OF 2013 #inbound13 BEN GROSSMAN Senior Strategist Jack Morton Worldwide BEN GROSSMAN Senior Strategist Jack Morton Worldwide @BenGrossman 617.752.1171

More information

Thanks a lot for the introduction.

Thanks a lot for the introduction. Thanks a lot for the introduction. I was really looking forward to be here in Sao Paulo. Some of you know me already. My name is Thomas Goletz. I m one of the cofounders and investors of Netresearch App

More information

ALL-IN-ONE MEETING GUIDE

ALL-IN-ONE MEETING GUIDE ALL-IN-ONE MEETING GUIDE CENTERED LEADERSHIP PART 1: MEANING Overview The Centered Leadership model will help you lead with impact, resilience, and fulfillment at work and in your life. There are five

More information

Voices of SLA. Miriam (Mimi) Drake (MD) Interviewed by Gail Stahl (GS) April 22, 2009

Voices of SLA. Miriam (Mimi) Drake (MD) Interviewed by Gail Stahl (GS) April 22, 2009 1 Voices of SLA Miriam (Mimi) Drake () Interviewed by Gail Stahl () April 22, 2009 This interview is with Miriam (Mimi) Drake, past SLA president. My name is Gail Stahl; we are sitting in Mimi s living

More information

20 Customer Service Best Practices SELL. SERVICE. MARKET. SUCCEED.

20 Customer Service Best Practices SELL. SERVICE. MARKET. SUCCEED. 20 Customer Service Best Practices SELL. SERVICE. MARKET. SUCCEED. We are firm believers in putting the customer back in customer service. It can be easy for customer service departments to continue doing

More information

The six key marketing challenges facing recruitment firms today

The six key marketing challenges facing recruitment firms today The six key marketing challenges facing recruitment firms today September job opportunities across the UK were up by 16% year-on-year according to research statistics from Reed, and while the British economy

More information

TOOLS FOR TEAM DEVELOPMENT: WHY VENDORS ARE FINALLY GETTING IT RIGHT

TOOLS FOR TEAM DEVELOPMENT: WHY VENDORS ARE FINALLY GETTING IT RIGHT TOOLS FOR TEAM DEVELOPMENT: WHY VENDORS ARE FINALLY GETTING IT RIGHT DAVID CHAPPELL DECEMBER 2008 SPONSORED BY MICROSOFT CORPORATION COPYRIGHT 2008 CHAPPELL & ASSOCIATES Most software development is done

More information

Dimes to Riches Money Management for Teens in Grades 7-12

Dimes to Riches Money Management for Teens in Grades 7-12 Dimes to Riches Money Management for Teens in Grades 7-12 s e e r t n o row g t n s e o yd e n o M t a! h k t n a w b o n a k t u n By now yo Your parents are & Life is getting busy and you need cash for

More information

20 CUSTOMER SERVICE BEST PRACTICES HOW TO DELIVER EXCEPTIONAL SERVICE

20 CUSTOMER SERVICE BEST PRACTICES HOW TO DELIVER EXCEPTIONAL SERVICE 20 CUSTOMER SERVICE BEST PRACTICES HOW TO DELIVER EXCEPTIONAL SERVICE We are firm believers in putting the customer back in customer service. The world has changed. People and devices are more connected,

More information

The Age of the Customer

The Age of the Customer The Age of the Customer Some insight from Australia September 2013 Sue O Gorman IS Service Management Manager Auckland Council CUSTOMER EXPERIENCE SYMPOSIUM SYDNEY, MARCH 2013 Private & Public Sector organisations

More information

c be th h e ange Volunteer Trip Scholarship Application Kenya, August 2012

c be th h e ange Volunteer Trip Scholarship Application Kenya, August 2012 Volunteer Trip Scholarship Application Kenya, August 2012 WELCOME Welcome to the Be The Change Volunteer Trip Scholarship Application. We re so excited that you re thinking of joining us on a life-changing

More information

CREATING BUSINESS VALUE THROUGH INTEGRATION

CREATING BUSINESS VALUE THROUGH INTEGRATION CREATING BUSINESS VALUE THROUGH INTEGRATION WHAT BIZTALK SERVER AND SQL SERVER PROVIDE DAVID CHAPPELL DECEMBER 2009 SPONSORED BY MICROSOFT CORPORATION CONTENTS Why Integration Matters... 3 Application

More information

We hear you - putting our customers at the heart of everything we do

We hear you - putting our customers at the heart of everything we do We hear you - putting our customers at the heart of everything we do Virgin Media is the largest Virgin company in the world The second largest residential broadband provider in the UK The UK s largest

More information

Attention. 2015 is the twentieth year of the ACtivators youth ministry program and we did a couple things last Spring to mark that milestone.

Attention. 2015 is the twentieth year of the ACtivators youth ministry program and we did a couple things last Spring to mark that milestone. Perspectives and Reflections August 18, 2015 Attention Luke 19:1-8 1 [Jesus] entered Jericho and was passing through it. 2 A man was there named Zacchaeus; he was a chief tax collector and was rich. 3

More information

Convincing More Patients to Get Help

Convincing More Patients to Get Help Convincing More Patients to Get Help Practical Communication Skills from the Trenches by Gyl A. Kasewurm, Au.D. According to the National Institute of Health (NIH) sensory hearing loss is one of the most

More information

The 2013 Marketer s Guide to Selecting the Right Email Agency. Email Marketing & Digital Messaging Services

The 2013 Marketer s Guide to Selecting the Right Email Agency. Email Marketing & Digital Messaging Services The 2013 Marketer s Guide to Selecting the Right Email Agency With email marketing as the top area of marketing investment in 2013, savvy digital leaders are long past the notion that email technology

More information

OVERVIEW OF INTERNET MARKETING

OVERVIEW OF INTERNET MARKETING OVERVIEW OF INTERNET MARKETING Introduction to the various ways in which you can market your business online 2 April 2012 Version 1.0 Contents Contents 2 Introduction 4 Skill Level 4 Terminology 4 What

More information

Money Math for Teens. Before You Choose a Credit Card

Money Math for Teens. Before You Choose a Credit Card Money Math for Teens Before You Choose a Credit Card This Money Math for Teens lesson is part of a series created by Generation Money, a multimedia financial literacy initiative of the FINRA Investor Education

More information

EXAMPLE PRESENTATION SCRIPT. The following is an example script for the Are You Credit Wise? presentation.

EXAMPLE PRESENTATION SCRIPT. The following is an example script for the Are You Credit Wise? presentation. EXAMPLE PRESENTATION SCRIPT The following is an example script for the Are You Credit Wise? presentation. (Slide 1) Hi, my name is and I m a Junior studying. I m here today to talk about smart money management.

More information

Which is why TMI is here to help. We have to admit it. we really love what we do.

Which is why TMI is here to help. We have to admit it. we really love what we do. We have to admit it. we really love what we do. We get to work with great brands to create brilliant customer experiences that their customers love and their employees can t wait to deliver. It s not just

More information

Customer Journey Mapping:

Customer Journey Mapping: Customer Journey Mapping: A Walk In Customers Shoes The Experience Matters To Airline Customers Just As Much As The Destination A customer journey mapping strategy enables airlines to identify the desires

More information

Do it brilliantly, and you will be rewarded.

Do it brilliantly, and you will be rewarded. CUSTOMER EXPERIENCE Do it brilliantly, and you will be rewarded. A well-defined brand promise enables a company to make an emotional connection with customers and differentiate its brand. The best brand

More information

GOING BEYOND EXPERIENCE. The emergence of the relationship economy January 2015

GOING BEYOND EXPERIENCE. The emergence of the relationship economy January 2015 GOING BEYOND EXPERIENCE The emergence of the relationship economy January 2015 1 EXECUTIVE SUMMARY The nature of interaction between brand and consumer is changing, and it brings both opportunity and threat.

More information

LETS CHAT ABOUT IT A guide to successfully using Live Chat in your organisation

LETS CHAT ABOUT IT A guide to successfully using Live Chat in your organisation A guide to successfully using Live Chat in your organisation Lets chat about it With more and more customers switching online and using various devices to do so, it s no coincidence that yesterday s call

More information

6 A/B Tests You Should Be Running In Your App

6 A/B Tests You Should Be Running In Your App 6 A/B Tests You Should Be Running In Your App Introduction Everyone in mobile believes in A/B testing. But if you re wasting your days testing nothing more than various colors or screen layouts: you re

More information

Better Onboarding to Enable Organizational Agility

Better Onboarding to Enable Organizational Agility RTM Consulting Better Onboarding to Enable Organizational Agility A Guide for the Support Services Executive Randy Mysliviec President & CEO RTM Consulting 2 2012-2014 All rights reserved. Better Onboarding

More information

Chapter Four: How to Collaborate and Write With Others

Chapter Four: How to Collaborate and Write With Others Chapter Four: How to Collaborate and Write With Others Why Collaborate on Writing? Considering (and Balancing) the Two Extremes of Collaboration Peer Review as Collaboration * A sample recipe for how peer

More information

Brilliant Design for Enterprise Mobility. Why Great Design Matters and How to Achieve It

Brilliant Design for Enterprise Mobility. Why Great Design Matters and How to Achieve It Brilliant Design for Enterprise Mobility Why Great Design Matters and How to Achieve It What Brilliant Design Means for Enterprise Apps Piotr Gajos is an Apple Design Award winner, and heads Sourcebits

More information

UNDERSTANDING EFFECTIVE LEAD GENERATION TICK #THINKGROWTH

UNDERSTANDING EFFECTIVE LEAD GENERATION TICK #THINKGROWTH UNDERSTANDING EFFECTIVE LEAD GENERATION TICK #THINKGROWTH CONTENTS 1 INTRODUCTION Page 3 2 COMPETITIVE PROPOSITION Page 4 3 USER PROFILING/AUDIENCE DNA Page 9 ENSURE YOUR BRAND HAS A CLEAR, COMPELLING

More information

CRM to BRM-THE NEXT STAGE OF CREATING CUSTOMER VALUE

CRM to BRM-THE NEXT STAGE OF CREATING CUSTOMER VALUE CRM to BRM-THE NEXT STAGE OF CREATING CUSTOMER VALUE Chris Colbert, CEO & Co-Creator Much has been made of CRM (Customer Relationship Management), as the new construct for companies interacting with customers

More information

Putting on an exhibition about your research

Putting on an exhibition about your research Real Life Methods Part of the ESRC National Centre for Research Methods Toolkit #02 Putting on an exhibition about your research Hazel Burke, Real Life Methods, University of Manchester July 2008 About

More information

Creating the customer experience

Creating the customer experience Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services

More information

CUSTOMER INSIGHT. Industry case study from Huntswood

CUSTOMER INSIGHT. Industry case study from Huntswood CUSTOMER INSIGHT Industry case study from Huntswood 1. Customer insight Contents Customer insight...3 Major international high st. bank...4 International credit card company...5 International general insurance

More information

10 Rules for Customer Experience Excellence

10 Rules for Customer Experience Excellence 10 Rules for Customer Experience Excellence Rule1: Have a Deep Understanding of Your Customer before You Design or Implement any Customer Experience Program. This may sound like an obvious rule but one

More information

Colleen s Interview With Ivan Kolev

Colleen s Interview With Ivan Kolev Colleen s Interview With Ivan Kolev COLLEEN: [TO MY READERS] Hello, everyone, today I d like to welcome you to my interview with Ivan Kolev (affectionately known as Coolice). Hi there, Ivan, and thank

More information

A personalised approach to Home Insurance

A personalised approach to Home Insurance A personalised approach to Home Insurance We re delighted to announce the launch of our brand new Home Insurance that significantly moves the home insurance market forward by allowing customers a greater

More information

CONTENT MARKETING AND SEO

CONTENT MARKETING AND SEO CONTENT MARKETING AND SEO How to Use Content Marketing and SEO to Reach Customers and Business Goals What do you consider the most essential ingredient for your business s marketing success? In today s

More information

www.thecustomerexperience.es

www.thecustomerexperience.es www.thecustomerexperience.es 2 four How to measure customer experience Carlos Molina In most organizations, CRM strategy now focuses on customer experience. Measuring customer experience has thus become

More information

The New Customer Experience Manifesto. How to Create a Customer Experience Board

The New Customer Experience Manifesto. How to Create a Customer Experience Board The New Customer Experience Manifesto How to Create a Customer Experience Board How to Create a Customer Experience Board If you agree delivering superior customer experience is vital to your business,

More information

MARKETING ADVISOR DIRECT MAIL WINS THE TRUST BATTLE! Tell it With an Infographic Targeted Campaigns. Delivering More for Less. also in this issue:

MARKETING ADVISOR DIRECT MAIL WINS THE TRUST BATTLE! Tell it With an Infographic Targeted Campaigns. Delivering More for Less. also in this issue: Print Web Tablet MARKETING ADVISOR ISSUE THIRTY-FIVE DIRECT MAIL WINS THE TRUST BATTLE! also in this issue: Tell it With an Infographic Targeted Campaigns. Delivering More for Less TARGETED CAMPAIGNS.

More information

How Freshservice helped Moneycorp streamline their IT Support

How Freshservice helped Moneycorp streamline their IT Support How Freshservice helped Moneycorp streamline their IT Support Moneycorp (TTT Moneycorp Limited) is a UK company offering foreign exchange services to individual and corporate customers. It operates in

More information

How Innovation Leadership is Shaping the Future

How Innovation Leadership is Shaping the Future How Innovation Leadership is Shaping the Future Interview with Felipe de Stefani, SVP & General Manager at Turner Latin America Felipe de Stefani Felipe de Stefani is General Manager at Turner Argentina

More information

Get Found. Sell More Homes.

Get Found. Sell More Homes. Get Found. Sell More Homes. We generate qualified buyer and seller leads and help you nurture them. Union Street Media: No other company offers the combination of individual attention and real estate Internet

More information

Erasing the Artificial Boundaries between IT and The Business in an Agile Organization. Bob Fischer, Regional Agile Delivery Lead, Eliassen Group

Erasing the Artificial Boundaries between IT and The Business in an Agile Organization. Bob Fischer, Regional Agile Delivery Lead, Eliassen Group Erasing the Artificial Boundaries between IT and The Business in an Agile Organization Bob Fischer, Regional Agile Delivery Lead, Eliassen Group 1 Introduction In any thriving organization everyone is

More information

Marketing and the 7Ps

Marketing and the 7Ps Marketing and the 7Ps www.cim.co.uk/marketingresources The Chartered Institute of Marketing 2005 www.cim.co.uk/knowledgehub 1 ONE What is marketing? Marketing is the management process responsible for

More information

SEO Success For Small Business

SEO Success For Small Business SEO Success For Small Business The Search Engine Optimization Guide That Puts Your Website to Work For Your Online Success Chris Young 2011 New Mark Communications Contents 1:SEO is Key to Your Online

More information

Webcast 33 Goals. Toolbox Strategies. Monica G. Osgood Step 4 : Webcast 33

Webcast 33 Goals. Toolbox Strategies. Monica G. Osgood Step 4 : Webcast 33 Based on the work of Stanley Greenspan, PhD & Serena Wieder, PhD Pretend Play with Adolescents and Young Adults Monica G. Osgood Step 4 : Webcast 33 Webcast 33 Goals Discover that your child is never too

More information

2015 CX Innovation Award Submission Oxford Properties

2015 CX Innovation Award Submission Oxford Properties 2015 CX Innovation Award Submission Oxford Properties Instructions: Please fill out the form completely and be sure to read the information regarding attachments/supporting documents at the end of the

More information

Kim: Thank you Todd, I m delighted to be here today and totally looking forward to our conversation.

Kim: Thank you Todd, I m delighted to be here today and totally looking forward to our conversation. Filename: P4P 019 The Facts of Life Insurance Todd: [0:00:18] Hey everybody, welcome to another edition of The Prosperity Podcast, this is No BS Money Guy Todd Strobel. Once again, we re lucky enough to

More information

Marketing Plan. If you do the right thing at the wrong time you get pain Tony Robbins

Marketing Plan. If you do the right thing at the wrong time you get pain Tony Robbins WebRealEstateTools.com Marketing Plan If you do the right thing at the wrong time you get pain Tony Robbins Before you create your marketing plan, you need to have a clear understanding of your niche market

More information

SOCIAL MEDIA. About Infosys. The Rise of Social Media in Financial Services Balancing Risk and Reward

SOCIAL MEDIA. About Infosys. The Rise of Social Media in Financial Services Balancing Risk and Reward The Rise of Social Media in Financial Services Balancing Risk and Reward SOCIAL MEDIA About Infosys Many of the world s most successful organizations rely on Infosys to deliver measurable business value.

More information

OBJECTIVES. The BIG Idea. How do I register for the ACT? What do I need to know for the test day? ACT Registration

OBJECTIVES. The BIG Idea. How do I register for the ACT? What do I need to know for the test day? ACT Registration ACT Registration 3 Taking Tests The BIG Idea How do I register for the ACT? What do I need to know for the test day? AGENDA Approx. 45 minutes I. Warm Up: ACTing Ahead (5 minutes) II. ACT Registration

More information

Customer intimacy in the baking industry

Customer intimacy in the baking industry 14 Customer intimacy in the baking industry CSM, WORLDWIDE LEADING SUPPLIER OF BAKERY INGREDIENTS, HAS LAUNCHED A STRUCTURAL CHANGE TO ITS EUROPEAN ORGANIZATION. GERARD HOETMER (51), CEO OF CSM TALKED

More information

Getting Started with a New Inbound Agency THE BEST APPROACH TO GETTING STARTED INBOUND AGENCY WITH A NEW INBOUND

Getting Started with a New Inbound Agency THE BEST APPROACH TO GETTING STARTED INBOUND AGENCY WITH A NEW INBOUND WITH A NEW THE BEST APPROACH TO INBOUND AGENCY GETTING STARTED INBOUND 1 BIGSHOT'S ALL-INCLUSIVE MARKETING SOLUTION...can provide you with the right content, expert design work, and marketing automation,

More information

Donor Acquisition Campaigns for Small Nonprofits

Donor Acquisition Campaigns for Small Nonprofits SMART A N N U A L G I V I N G The Smart Guide to... Donor Acquisition Campaigns for Small Nonprofits The guide to designing and managing an affordable, small-scale direct-mail campaign that will recruit

More information

Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy

Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy www. Who are Beyond Philosophy? Customer Experience is is all we do.. Since 2002!

More information

Welcome! You ve made a wise choice opening a savings account. There s a lot to learn, so let s get going!

Welcome! You ve made a wise choice opening a savings account. There s a lot to learn, so let s get going! Savings Account Welcome! Welcome to Young Americans Bank, the only bank in the world designed specifically for young people! Mr. Bill Daniels started Young Americans Bank in 1987 because he thought it

More information

Contractors Guide to Choosing an Accountant

Contractors Guide to Choosing an Accountant Contractors Guide to Choosing an Accountant Genie Accountancy have produced this guide to illustrate the importance of selecting the correct accountant, an accountant who will strive to support your business

More information

A guide to Sage 50 Accounts from your Accountant

A guide to Sage 50 Accounts from your Accountant A guide to Sage 50 Accounts from your Accountant As a small business owner you obviously want what s best for your business. That s why finding the right accountancy software is absolutely vital. Good

More information

Customer Centricity The Key to a Sustainable Future

Customer Centricity The Key to a Sustainable Future Customer Centricity The Key to a Sustainable Future Page 0 Customer sdas Centricity The Key to a Sustainable Future Vanessa Gavan Founder and Managing Director Maximus International In today s competitive

More information

GUIDE TO POSITIONLY. Everything you need to know to start your first SEO campaign with Positionly!

GUIDE TO POSITIONLY. Everything you need to know to start your first SEO campaign with Positionly! GUIDE TO POSITIONLY Everything you need to know to start your first SEO campaign with Positionly! 1 Introduction In this guide, you'll learn everything you need to get started with Positionly. We'll walk

More information

Practice file answer key

Practice file answer key Practice file answer key Unit 1 2 f 3 e 4 b 5 c 6 a 2 head 3 operate 4 subsidiaries 5 employees 6 sell 7 goods 8 make 9 competitors 2 companies 3 subsidiaries 4 goods 5 based 6 specialize 7 provide 8 operates

More information