Customer Experience

Customer Experience
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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.
#2. Are We Asking Customers the Right Questions?
#2. Are We Asking Customers the Right Questions?
Maybe NPS does not give enough information and there are other questions that we should be asking? What customers actually think and how they feel about banks will drive behavior, 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.
#2. Are We Asking Customers the Right Questions?
#2. Are We Asking Customers the Right Questions?
Maybe NPS does not give enough information and there are other questions that we should be asking? What customers actually think and how they feel about banks will drive behavior, 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.
#3. Are banks helping people to achieve goals?
#3. Are banks helping people to achieve goals?
Banks have the data, scale, and knowledge to add tremendous value in life events, but many don't use what they have. In fact, most banks are simply focused on pushing more product. Michael Ruckman and John Berry continue their discussion on the effects of Coronavirus on the banking industry and the possibility for banks to be customer-centric.
#4. Organizational Structures and KPIs May Prevent Banks from Being Customer-Centric
#4. Organizational Structures and KPIs May Prevent Banks from Being Customer-Centric
What is holding banks back from being customer-centric? Turns out, the problem might be with outdated organizational structures, management models, and performance measures. Michael Ruckman and John Berry continue their discussion on the effects of Coronavirus on the banking industry and the possibility for banks to be customer-centric.
#5. Stop Selling! Help Your Customers Discover Their Desire to Buy From You!
#5. Stop Selling! Help Your Customers Discover Their Desire to Buy From You!
Banks continue to push product everywhere without really understanding customer needs and desired outcomes. Turns out, quality of relationships might be a better measure of loyalty than sales performance. Michael Ruckman and John Berry continue their discussion on the effects of Coronavirus on the banking industry and the possibility for banks to be customer-centric.