Customer Experience

Customer Experience
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#5. Do Companies Actually Understand Their Customers?
#5. Do Companies Actually Understand Their Customers?
Are companies using the data that they capture to bring value to customers? In most cases, the wealth of data is massively unused, and almost no real value is created for customers. Michael Ruckman and Joe Pine continue their discussion on the effects of the Coronavirus on retailers and experience stagers in part five of this seven part series.
#6. A Grand Strategy for Re Formatting Shopping Centers
#6. A Grand Strategy for Re Formatting Shopping Centers
How do shopping centers come out of the current pandemic with a new model for managing customer relationships? Struggling for years already, shopping centers may have a colossal opportunity if they take the time to reinvent NOW! Michael Ruckman and Joe Pine continue their discussion on the effects of the Coronavirus on retailers and experience stagers in part six of this seven part series.
#7. Refresh Your Places, Renew Your Offering, Develop New Capabilities
#7. Refresh Your Places, Renew Your Offering, Develop New Capabilities
What should be done to be ready for the future? Refresh, Renew, and Develop - three principles discussed in this final module while Michael Ruckman and Joe Pine wrap up their discussion on the effects of the Coronavirus on retailers and experience stagers in final part of this series.
Customer-Oriented Analytics: How to Show The CEO that Customer-Centric Models are More Profitable?
In this short video, Michael Ruckman explains how customer-oriented analytics can be used to demonstrate to sceptics the value and increased revenue and profits that customer-centric business models bring.
Customer-Oriented Analytics: How to Show The CEO that Customer-Centric Models are More Profitable?
Customer-Oriented Analytics: How to Show The CEO that Customer-Centric Models are More Profitable?
Customer-Oriented Analytics: How to Show The CEO that Customer-Centric Models are More Profitable?
In this short video, Michael Ruckman explains how customer-oriented analytics can be used to demonstrate to sceptics the value and increased revenue and profits that customer-centric business models bring.
Customer Journeys – Creating Value For Customers
Customer Journeys – Creating Value For Customers
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.
How Employees Influence Customer Experience
How Employees Influence Customer Experience
In this interview, Michael Ruckman discusses how employees can influence customer experience, how transitions from customer-centric to relationship-centric models happen in businesses, and the importance of leadership.
Experiential Innovation. Full Version
Experiential Innovation. Full Version
A clip from Michael Ruckman’s is presentation about disruptive technologies, relationships with clients and offering at the Product Sense conference in Minsk, featuring a more detailed explaination of experiential innovation.
Experiential Innovation. Short Version
A clip from Michael Ruckman’s is presentation about disruptive technologies, relationships with clients and offering at the Product Sense conference in Minsk where Michael explains experiential innovation.
Experiential Innovation. Short Version
Experiential Innovation. Short Version
Experiential Innovation. Short Version
A clip from Michael Ruckman’s is presentation about disruptive technologies, relationships with clients and offering at the Product Sense conference in Minsk where Michael explains experiential innovation.
What do Customers Really Want?
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, which is why it’s important to help them decide.
New Opportunities for Businesses: Experiences & Transformation
New Opportunities for Businesses: Experiences & Transformation
Would you pay more for your health club membership if they guaranteed results? Turns out helping people to achieve their goals is a great source of competitive advantage.
How to Measure CX Effectiveness. Feedback Loops & Relationship Strength Score
How to Measure CX Effectiveness. Feedback Loops & Relationship Strength Score
Is it possible to identify market niches from customer feedback? Michael briefly explains different approaches to customer feedback and shows how there is “no one indicator” that answers all questions.