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How to Measure CX Effectiveness. Feedback Loops & Relationship Strength Score
Is it possible to identify market niches from customer feedback? In fact, it is if you are using the right tools. Michael briefly explains different approaches to customer feedback and shows how there is “no one indicator” that answers all questions.
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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.
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…
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In a recent episode of the Escaping the Drift podcast, host John Gafford sat down with Michael Ruckman, founder and CEO of Centeo, to explore how artificial intelligence is reshaping business—and why organizational transformation must keep pace.
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Experiential Branding & Communications – Improving Brand Integration Through Emotional Engagement.
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Understand the value of a customer-oriented analytics package and how behavioral scenarios can be used to improve profitability through influencing behavior and usage.
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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.
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Understand the components and features in a complex Customer Relationship Management system (infrastructure, architecture, functionality, etc.) and the uses and benefits for both the business and the customer.
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Designing & Managing Effective Relationship Management Processes
Understanding the range and function of different relationship management processes used to build customer engagement models and manage the quality of customer relationships.
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Experiential Innovation & Relationship-Centric Business Design
Understand how the innovation process changes moving from functionality and channel design to a process focused on creating value for customers.
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