Marketing and sales are naturally interested in getting the first deal done. What happens after that is more interesting from the customer experience point of view. The second deal, does it happen or not, and why? The basic steps of customer experience planning and design basic are simple. It is within these steps where theContinue reading “The second deal”
I am no longer a part of TBWA\Helsinki. In 2019 I made a personal decision to start a new company to meet the growing need and demand in the market. The core of business is to help companies and organisations design and manage the customer experience. https://www.gartner.com/en/marketing/insights/articles/key-findings-from-the-gartner-customer-experience-survey Customer experience is at the heart of theContinue reading “Planning and guiding the customer experience”
Does your operation organise around customer in the center? It should, since customers are the only source of revenue. According to Forrester® Ryan Hart https://go.forrester.com/blogs/so-what-is-cx-strategy-anyway/, Customer experience (CX) strategy must actualise the business strategy. This means that executives need CX strategies that are both forward-looking and have an actionable level of detail. The CX strategyContinue reading “Customer experience first?”
“If you talked to people the way advertising talked to people, they´d punch you in the face”. Consider to reduce risks of getting punched and you are more likely to succeed with your marketing!
TOP 5 DONT´S: 1) Don´t ever question status quo 2) Think of marketing as a linear process 3) Hang on to 4Ps model 4) Evaluate performance with irrelevant metrics 5) Play always safe