The second deal

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”

Planning and guiding the customer experience

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”

Customer experience first?

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?”