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Maddy Wood

Five tips to help big companies behave like little companies | Econsultancy - 0 views

econsultancy.com/...s-behave-like-little-companies

customer_experience

shared by Maddy Wood on 27 Jan 14 - No Cached
  • Maddy Wood on 27 Jan 14
     
    "3. Stitch customer obsession into the fabric of the company Monitor, analyse and interpret customer sentiment during and after key customer journeys. Make this process continuous, comprehensive and visible throughout the organisation. Make customer insight the lifeblood of the business."
Maddy Wood

Forrester Research : Research : The Future Of Business Is Digital - 0 views

www.forrester.com/...E-RES115520

digital_transformation customer_experience forrester

shared by Maddy Wood on 12 Mar 14 - No Cached
  • Maddy Wood on 12 Mar 14
     
    "The Future Of Business Is Digital The Powerful Advantages Of Embracing Dynamic Ecosystems Of Value March 10, 2014"
Maddy Wood

The Truth About Customer Experience - Harvard Business Review - 0 views

hbr.org/...ruth-about-customer-experience

customer_experience hbr cdj

shared by Maddy Wood on 30 Aug 13 - No Cached
  • The Truth About Customer Experience
  • Maddy Wood on 30 Aug 13
     
    The Truth About Customer Experience Companies have long emphasized touchpoints-the many critical moments when customers interact with the organization and its offerings on their way to purchase and after. But the narrow focus on maximizing satisfaction at those moments can create a distorted picture, suggesting that customers are happier with the company than they actually are. It also diverts attention from the bigger-and more important-picture: the customer's end-to-end journey.
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