Customer-Centricity

Customer-Centricity
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#2. Understanding Experiential Innovation
#2. Understanding Experiential Innovation
If Product & Channel innovation is "What I get," then Experiential Innovation is "What it Means to Me." This is the difference between what is purchased, and the effect or value that it actually creates for the customer. Quite a simple concept, but it means so much in the transition from product-centric to customer-centric business models.
#3. Using data, social context & game theory to engage customers & influence behavior
#3. Using data, social context & game theory to engage customers & influence behavior
Customer Journeys are a great start, but what if we can influence behavior so that customers can reach their goals faster and more efficiently. Understanding a bit about human behavior and using tools to influence better behavior in customer journeys represents a new area of value creation - helping customers to be successful at realizing goals.
#4. Introduction to Customer Journeys
#4. Introduction to Customer Journeys
Customers are much more excited with the outcome than they are with product functionality. Using customer journeys to guide customers to their desired outcome is a great way to add value and build loyal customer relationships.
#5. Basics of Relationship Centricity
#5. Basics of Relationship Centricity
No one argues that customer relationships are important, but often the overall context of how relationships are developed and managed lacks structure and detail. This overview of relationship-centricity provides the basic context for further exploration on the topic.
#5. Basics of Relationship Centricity
#5. Basics of Relationship Centricity
No one argues that customer relationships are important, but often the overall context of how relationships are developed and managed lacks structure and detail. This overview of relationship-centricity provides the basic context for further exploration on the topic.
Contacts, Experiences & Journeys: What do Customers Really Want?
Contacts, Experiences & Journeys: What do Customers Really Want?
In this quick video, Michael Ruckman explains how Customer Journeys create value for customers, rather than simply moving them from one contact to the next. We did it!
#1. What Do Customers Really Want?
#1. What Do Customers Really Want?
Can customers really tell you what they want? Only 2.5% can, and their comments are usually lost amongst all others who can’t.
#2. Experiential Innovation. Short Version
#2. Experiential Innovation. Short Version
Michael Ruckman is speaking about disruptive technologies, relationships with clients and offering at Product Sense conference in Minsk.
#3. Experiential Innovation. Full Version
#3. Experiential Innovation. Full Version
Michael Ruckman is speaking about disruptive technologies, relationships with clients and offering at Product Sense conference in Minsk.
#3. Experiential Innovation. Full Version
#3. Experiential Innovation. Full Version
Michael Ruckman is speaking about disruptive technologies, relationships with clients and offering at Product Sense conference in Minsk.
#4. Explanation of What UX, CX and LX is and the Difference Between CEM & CXO
#4. Explanation of What UX, CX and LX is and the Difference Between CEM & CXO
Just 5 minutes to understand UX, CX, and LX with examples of UJM, CJM, and LJM. Michael explains these items in a clear and simple format and explains the difference between CEM and the true function of a CXO.
#5. Customer Journeys – Creating Value For Customers
#5. Customer Journeys – Creating Value For Customers
Most Customer Journeys are mere product or user journeys designed "move" customers through a series of contacts. True Customer Journeys will guide customers to a desired outcome, thus creating value for the customer.
#1. Difficult for Banks to Think About the Customer?
#1. Difficult for Banks to Think About the Customer?
Are share price forecasts holding banks back from acting in the interest of their customers? It seems that banks are having a hard time with customer-centricity, for sure. Michael Ruckman and John Berry, CEO of EFMA (European Financial & Marketing Association), have a discussion about the banking industry and customer-centric business models.