The Age of the Customer has arrived. You have to master a customer-obsessed operation model to survive. George Colony, CEO, Forrester Research, shares why at Dreamforce 2016.
Last week I had the privilege of listening to Glen Comerford, the Marketing Analytics Manager for ING Direct, talk about their exciting journey to becoming one of the most customer-centric banks in Australia.
People talk about digital disruption as if it’s the biggest challenge facing businesses today. Examples are plentiful - you only have to ask the taxi or hotel industry how much their business has been turned inside-out by the digital innovations brought to the table by Uber and AirBnB. But is it really the use of digital leading the disruption?
Communication providers are facing difficult times as competition continues to intensify, giving customers increasing choice in selecting products and services. Most telcos offer similar services at similar prices, making it nearly impossible to find a sustainable competitive advantage based solely on price or products. Add to that the fact that new entrants to the market bring alternative services with an inherent ability to innovate faster than traditional communication providers. With unlimited access to information via the Internet and social media, consumers are well and truly calling the shots. Consumers expect quality experiences — with the brand, [...]
This is a story about transformation. About radically changing the way an organisation thinks about data and self-service. About embarking on a journey to leverage data to achieve business goals - in this case, providing a better customer experience and managing expenses.
Over the past few months, I’ve had the privilege of working with the City of Melbourne and a talented team from IBM to make this year’s Melbourne Spring Fashion Week one to remember.
To the bank that co-owns the roof over my head and holds my hard-earned savings, Please, stop sending me offers that are irrelevant to my financial position and my stage in life. Stop communicating with me via mediums that I find outdated and inconvenient. Most of all, stop treating me like just another customer and treat me like an individual that has chosen you to be my financial partner in life. All I ask is that you anticipate and service my financial needs. Use what you know about me to deliver a seamless and interconnected engagement regardless of where or [...]
Mobile-enabled consumers want you to know them and serve them better -- a successful mobile & analytics strategy is key to success.
Australian Open 2015 reached new levels of fan engagement and service excellence.
80% of CEOs think they deliver a superior customer experience...only 8% of customers agree!
Historically, technology geeks and fashionistas lived in very different social circles. So what does technology and fashion have in common that now finds them joined at the hip? YOU!
If your organization has not yet developed a cyborg-strategy, I suggest you reach for your smartphone and start connecting with someone who can help you get started.
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