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Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
What major trends will impact customer experiences in the next 3-5 years? In the article Michael Ruckman discusses the strengths and limitations of technology in improving customer experiences.
What major trends will impact customer experiences in the next 3-5 years? In the article Michael Ruckman discusses the strengths and limitations of technology in improving customer experiences.
In July, we were asked to do a webinar for MBA students in the Stockholm School of Economics, and we decided to publish five parts of the webinar over the next couple of weeks. Enjoy the first module and look for more every couple of days.
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.
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.
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.
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.
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.
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