Customer Experience

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Customer Experience Customer Experience Loyalty Relationship Management Corporate Culture Leadership Customer-Centricity Evolution of Business Models General Business Relationship-Centricity Innovation Transformation Change Managment Organizational Evolution

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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.

How to Choose KPIs for Employees to Be More Customer-Centric?

What KPIs will keep employees focused both on sales AND on the quality of customer relationships? Michael explains a how performance measurement and motivation programs must evolve in customer-centric business models.

Is It Possible to Become a Client-Centric Business Right Away?

In this short video, Michael Ruckman explains why each stage of business evolution must build on the skills and competencies developed at the previous level.

What is the Difference between Ecosystem & Marketplace?

The interview with Michael Ruckman from the Customer Experience Forum. Michael talks about trends in business, changing business models, and the difference between marketplaces and ecosystems.

What is the Difference between Ecosystem & Marketplace?

The interview with Michael Ruckman from the Customer Experience Forum. Michael talks about trends in business, changing business models, and the difference between marketplaces and ecosystems.

How Business Models in Russia are Changing

In this interview, Michael Ruckman discusses some of the major changes to business models in Russia, including the importance of subscriptions as a relationship-based business model.

What is Relationship-Centricity?

This short video explains what relationship-centricity is and how it is different from customer-centricity.

Banking for Tomorrow (Fun Edition)

Nikoil Bank has been a great client, and is making great improvements in their banking business model. Sure to be a competitive new offering in Azerbaijan!

Interview for Mediametrics

Senteo Founder and Pesident Michael Ruckman talks about his experiences of working and running a business in Russia, and offers insights into the specifics of the Russian market.

Interview for Mediametrics

Senteo Founder and Pesident Michael Ruckman talks about his experiences of working and running a business in Russia, and offers insights into the specifics of the Russian market.

Explanation of True Loyalty

In this short video, Michael Ruckman talks about ‘true loyalty’ and explains how it is different from other forms of relationships customers have with their various providers.

Michael Ruckman is Speaking about Relationship Centricity

In this short video, Michael Ruckman talks about relationship-centricity, explaining the term and its role in business.

Michael Ruckman is Speaking about Customer Retention & Loyalty

This short video explains the difference between retention and loyalty, what sort of behaviors each of them incentivizes, and the emotional and rational components of each.