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#2. Understanding Experiential Innovation
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.
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Special Presentation of Experiential Innovation for the Stockholm School of Economics MBA
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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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