I'm starting to no longer tolerate the commercial philosophy of today's world. I understand that selling is an art and that one must highlight strengths and conceal weaknesses, but enough is enough. If you have a 5 Mbit/sec connection and 20 TB of data moved daily, can you explain to me how I could put your server 'in the cloud'? I explain everything, and the response is: 'but everyone else is doing it, why can't we?' I've decided that soon I'll do without this client, even if they pay regularly. I'm tired of reasoning with those who prefer slogans over detailed and practical explanations. #CommercialPhilosophy#CustomerExperience#TechIssues
Strategy for the Experience Economy (10min): https://rogermartin.medium.com/strategy-for-the-experience-economy-71ea48f764ad
Tide Pods, Amazon Prime and the Super Bowl understood the concept of “experience economy”, aka figuring out what the user want to accomplish, taking account the social context of it, and, delivering it (pun intended, hahaha).
By Roger Martin
Sometimes we also receive direct feedback via our e-mail address - we are also very pleased to receive this and are happy to pass it on to our colleagues.
I am a #Customerexperience advisor and researcher. Today, I posted on LinkedIn about how #COVID19 and #CX are related for healthcare providers. I understand that CX teams at hospitals likely don't think or feel masking policies fall into their purview, but given the risks to patients of nosocomial infections, I believe they should. What's more important to patient satisfaction and loyalty than whether healthcare workers help or hinder their recovery?
First #Monday morning #email. An angry customer who couldn't access their email on their mobile all weekend, while everything worked fine on their computer. I checked the logs and noticed they were entering the wrong login credentials (a typo in the username). I pointed it out, and they admitted to having changed their phone recently, probably mistyping the data on the new one. A double check before sending a fiery email would have been wiser 😉
Revolutionize your #DigitalMarketing strategy with toujou’s #TYPO3-based solution. See how Rotkäppchen-Mumm streamlined their operations and established a diverse brand image.
My post on LinkedIn predicting that healthcare organizations that care about #CustomerExperience and #PatientExperience will stop ignoring #COVID19 risks and adopt policies like universal masking by 2028. (Sad it must take this long, and many will find me unduly optimistic, as it is.)
Sometimes we also receive direct feedback via our e-mail address - we are also very pleased to receive this and are happy to pass it on to our colleagues.
Using #GenAI and LLMs for unfiltered and unsupervised one-to-many #marketing and #Customerexperience tactics for content feels downright dangerous. That may change over time, but for now, pay attention to brand missteps with AI when it's given free rein to produce content for customers. Explore AI, but protect your #CustomerExperience by using AI cautiously for now. Three examples🧵 :