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Products over Problems: A New Approach to the Customer Journey

John Stauffer is the Managing Director of Strategic Planning and Channel Strategy at DEG, Linked by Isobar, a trusted digital marketing agency partner for national and global brands. John leads an int... read more

Dreamforce 2018 – Thomson Reuters’ challenging journey from product-first to customer-first

So the focus throughout my career until the last few years and for the company had not been around the customer experience, but around the product itself because there’s a product that was selling its... read more

Sentient Marketing: Customer Engagement At The Speed Of Data

The approach is omnichannel, recognizing the influence of mobile, digital, and in-store touch points on the customer journey ... product line. Automation can also play a huge role in customer support ... read more

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5 Ways to Quickly Meet Customer Experience Expectations

More to the point, they are also very aware of which brands are delivering exceedingly great customer experiences – and they are choosing those brands over others that might even have slightly better ... read more


Analyzing the Customer Journey with a Product Teardown

In 2017, the Hootsuite Mobile Team started using a new process for examining our product ... customer journey teardown. Our current belief is that this is a rinse-and-repeat cycle that should be done ... read more

Nokia’s Service Operations Center powers Telefónica UK’s drive towards customer-centric operations

Telefónica Group has selected Nokia as its Service Operation Center vendor to support the operator’s journey in the UK from ... the best possible experience to our customers which a reactive network m... read more

12 of the Best Explainer Video Production Examples & Why They Are So Effective

On average 60% of visitors would prefer watch a video over ... the many new routes on offer easily. Using a creative approach when producing your product videos can really help you stand out and make ... read more

What is Customer Experience: An A to Z Guide

It influences whether a customer will stay with you, recommend you to her peers and whether new customers will buy from you. Customer expectations are dynamic. Adapt to the newest touchpoints, reorien... read more

Impressions #1 (2019): Random thoughts on the customer-facing world in the new year

What the problems are and how to fix the company to make this a "Best Buy" once again. Read on. Mitch Lieberman, thought leader for CRM and conversations over the ... it create a new category and mark... read more

Why Open Banking Represents a Seismic Shift for Fintech

“There’s a lot of talk of the customers ... approach than every division having their own databases and CRM and all of the different product databases. It has gotten very messy over the ... read more

Journey mapping has become a must-have approach to customer experience

Along the way I learned about journey mapping, and created the post Customer Journey Map – the Top 10 Requirements to reflect the limitations I saw at the time. That post has since had over 108,000 .. ... read more

Tiffany's New Mined Diamond Policy Ignores All That Luxury Customers Want: A Man-Made Alternative

“A transparent journey ... what new luxury customers want, Payne contends. “My clients are steadfast in their belief that lab diamonds are the epitome of modern luxury, with most proudly evangelizing ... read more



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