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#3. Drama and Experiences are The Design of Time
How can online shopping experiences be more engaging and effective? And how can human contact be integrated into hybrid shopping experiences to enhance the overall experience and engagement for online shoppers? Michael Ruckman and Joe Pine continue their discussion on the effects of the Coronavirus on retailers and experience stagers in part three of this seven part series.
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Surviving and Thriving In the Experience Economy
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In light of a global trend towards digitalization and online services, Tom Mouhsian explains why physical bank branches are far from an anachronism in a digital world. Explains Why Real Loyalty Has No Expiration Date
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.
The key goal of lifecycle management is to maximize the customer's lifespan with the bank, integrate them into everyday banking services, and increase product penetration, which will enable solving the customer's problems in the long term. In this article, we will discuss the details and practical examples that banks can use in their customer lifecycle management.
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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