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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.
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!
Can customers really tell you what they want? Only 2.5% can, and their comments are usually lost amongst all others who can’t.
Can customers really tell you what they want? Only 2.5% can, and their comments are usually lost amongst all others who can’t.
Michael Ruckman is speaking about disruptive technologies, relationships with clients and offering at Product Sense conference in Minsk.
Michael Ruckman is speaking about disruptive technologies, relationships with clients and offering at Product Sense conference in Minsk.
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.
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.
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.
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.
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.
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.