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CRM Lecture 18

Page 46 – Customer centric organisational structure

Page 47 – Four essential steps of customer centric organisational structure

Crm

Web Design: A Two Way Street

When thinking about websites, I always try to look at priorities from both sides of the screen.

First, the customer. What are their priorities? After all, the web is a utility. 284 more words

Digital Marketing

Why Don’t We Let Customer Service Agents Actually Think?

Customer service leaders repeatedly stress the need to improve agent engagement and better the customer experience, yet their live phone and chat reps are often advised to behave in ways that undermine both endeavors. 1,671 more words

Business Concepts

Una guida alla Customer Experience

NOTA AICEX: non sempre tutti conoscono la CX in ogni suo dettaglio. Vediamo insieme quali sono i principi di base.

We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). 245 more words

Customer Experience

Burst Your Bubble

For Marketers, a Master’s Degree Can Be More Than A Piece of Paper.

Two years ago, I was bringing a new manager up to speed on my experience and how I viewed my segment of the business, as well as my career. 479 more words

Digital Marketing

Part Brand Part People

There is no brand without a person or a group of people appreciating him and sharing the value that he projects.

A brand’s equity is also valued by “people” and through people’s engagements, exchange.

126 more words
Branding

David Thodey's Legacy

What is your legacy?

I had the privilege of working under David Thodey’s leadership. The first time I met David I was at a function at Jones Bay wharf, Pyrmont, Sydney. 264 more words