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Emerging as a compelling alternative to traditional banking, neobanks place a strong emphasis on providing swift banking services, responsive customer support, fair fee structures, and user-friendly financial products.
Susan Cain explores the overlooked value of introverts, challenging societal norms that undervalue introverted qualities, and illustrates how they contribute profoundly to the world.
Quote of The Day
“Any customer can have a car painted any color that he wants so long as it is black.”
Henry Ford (industrialist)
Quote of The Day
“As markets mature, competition becomes more fierce, and the cost of innovation rises. At the same time, more sophisticated competitors will copy successful innovations faster, which shortens the length of time for a business to enjoy a price premium and competitive advantage from the innovation efforts.
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.
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.
Best-Rated Books on Innovation & Design
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This book introduces the concept of “mass customization,” a model in which companies have evolved from mass production of standardized goods to produce greater variety in their products and services.
Joseph Pine applies his methodology to the digital realm. It begins with a review of how innovations emerge in various industries, using “experience” to disrupt and capture market share.
Master Class
Workshop
Using Customer-Oriented Analytics & Behavioral Scenarios to Improve Business Performance
Understand the value of a customer-oriented analytics package and how behavioral scenarios can be used to improve profitability through influencing behavior and usage.
Master Class
Workshop
Understanding Game Dynamics & Applying Gamification to Drive Customer / Employee Engagement & Loyalty
To understand the principles of game dynamics and learn how to effectively use the elements of gamification in business: to involve customers, employees and contractors in the process.
Master Class
Workshop
Experiential Branding & Communications – Improving Brand Integration Through Emotional Engagement
Understanding branding and communications from the standpoint of emotional engagement and building relevant and meaningful dialogue with customers.
Master Class
Workshop
Designing Experiential Customer Environments (Physical & Digital)
This course covers a complete view of customer touch points (both physical and virtual) and a unique model for standardizing and managing customer contact models across channels including approaches for customer feedback, quality management, and migration.
New
Online Course
Understanding Brand & Communications
Experiential Branding & Communications – Improving Brand Integration Through Emotional Engagement.
$195 One-Time Charge
Online Course
Understanding Customer Touch Points
This course covers a complete view of customer touch points (both physical and virtual) and a unique model for standardizing and managing customer contact models across channels.
$195 One-Time Charge
Online Course
Understanding Experiential & Transformational Offerings
This course covers different approaches to innovation and explores new sources of value creation both for customers and for businesses.
$195 One-Time Charge
Online Course
Understanding the Basics of Great Customer Experiences
This course will give you a general understanding of the basic principles and elements of great customer experiences as an economic offering.
Exclusive Articles about Innovation & Design
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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.
Do businesses lack the intelligence to effectively manage customer relationships? This article explores the various forms of intelligence that businesses must develop in order to better serve this goal.
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Certification Program
Experiential Innovation & Relationship-Centric Offerings (EIP)
This certification program, that has been designed for individuals involved in managing or sponsoring the innovation process in any size organization, explores different forms of innovation.
$745 One-Time Charge
Videos about Innovation & Design
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This quick 5-minute video explains the difference between User Experience, Customer Experience and Life Experience, provides examples of each and explains the difference between CEM and CXO.
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.
What is holding banks back from being customer-centric? Turns out, the problem might be with outdated organizational structures, management models, and performance measures. 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.
Banks continue to push product everywhere without really understanding customer needs and desired outcomes. Turns out, quality of relationships might be a better measure of loyalty than sales performance. 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.
Podcast about Innovation & Design
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Michael Ruckman, President & CEO of Senteo talks about Customer Contacts, Experiences, and Journeys in this fast moving presentation from the MECS+R Congress in 2021 in Dubai.
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…
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