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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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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
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…
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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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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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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