Customer Experience

Customer Experience
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Bringing Customer Relationships Back into CRM Implementations
Why did 47% of CRM implementations in the US fail? Michael Ruckman explains why implementing CRM technology without adopting a customer-centric approach is like putting the cart before the horse.
What Customers Really Want?
Banks have long struggled to adequately match customer expectations. So how can banks give customers what they really want? Michael Ruckman explains how to build and maintain real relationships.
Relationship-Centricity through Digitalization
Shannon Quilty explains how fusing the virtual and the physical spheres can enable shopping centers to benefit from digital disruption and engage their customers with enhanced experiences.
Brand & Communications: Past, Present and Future
Ian Newman looks back on several years of rapid change in brand and communications in the Russian market, as well as offering his insights into future developments and trends.
Brand & Communications: Past, Present and Future
Ian Newman looks back on several years of rapid change in brand and communications in the Russian market, as well as offering his insights into future developments and trends.
Forgotten Baby Boomers
While businesses have focused on younger segments, Baby Boomers have quietly continued shopping. Shannon Quilty explains how the quality of in-person interaction is the key to winning older customers.
A New Level of Economic Value
How can banks provide value for customers and build lasting relationships? Joseph B. Pine, author of The Experience Economy, explains the benefits of avoiding commoditization and embracing mass customization.
The Three Faces of Digital for Retailers
We spent a little time exploring the three major areas of digital value creation for retailers, and we found most businesses are not taking full advantage of the opportunities.
Helping to Restore the Customer Connection
Why should companies put customers at the center of their business models? Michael Ruckman answers this question and more.
Helping to Restore the Customer Connection
Why should companies put customers at the center of their business models? Michael Ruckman answers this question and more.
We Need to Stop Selling Banking Products & Begin to Offer Solutions Instead
How can banks and other companies generate emotional interest from customers? Find the answer to this question and more in this excellent introduction to the Senteo Methodology.
The Relationship-Centric Bank. Detailed breakdown
Why do customer relationships really matter? Michael Ruckman explains the fundamentals of healthy customer relationships and why they are important to businesses. The Relationship-Centric Bank
Buy & Feel. Aromamedia for CRE
Interested in finding out more about the latest trends in marketing? Shannon Quilty outlines the role of neuromarketing and experiential marketing in shopping centers and on their websites today.