Posts Tagged ‘business’
All customers are not created equal. This is also true for relationships. No business has the same relationship with their customers as you intend to have with yours. The thing is though, you must first define what a relationship with your customer looks and feels like and in turn, how they would describe it to their friends and colleagues. This is where the future of customer experience begins.
Customer experience is the sum of all engagements and interactions a customer has with your business in every step of their journey and lifecycle. It’s what your customer feels, thinks, says (to you and others) and more so, what they do now and in the time to come that counts for everything. CX is measured not by NPS (Net Promoter Score) but instead by the sentiment and outcomes in every moment of truth throughout the relationship. That.is.the.experience. And, it’s yours to define.
These last few years have been an interesting ride. As fun as it has been, it is the next few years that will be the most telling and also transformative if all goes according to plan. As quickly as time flies, it’s important not to lose sight of the things that remind us of why we’re on this path together. I recently stumbled across a conversation with Eric Jacobson in which I shared what was driving me at the time…and for that matter, is still very much the core of much of my work today.
In a late 2013 study, Gallup found that only 13% of workers actually feel engaged at their jobs. What’s worse is that 63% of the workforce is not engaged at all. But wait, the news gets even more disheartening. An astounding 24%, one-quarter of the global workforce, is actively disengaged right now. Essentially we have a significant number of workers doing their best impression of corporate zombies who go through the everyday motions to collect a paycheck.
#WTF is going on in Italy? The future of business is turning a new page…that’s what. I’m excited to announce that What’s the Future of Business: Changing the way businesses create experiences is now available in Italy.
To celebrate the launch, I spent some time with Luca Conti, new media strategist, Italian blogger, journalist, and author of several books on social media. In our discussion, we explored the future of business and why the time is now for leadership to rise from the middle. I wanted to share this discussion with you here…
This is the story of when ZMOT met UMOT…
Search is a natural step in the discovery process. In a web world, search engines offer a lens into a qualified and structured view to help online consumers focus and make informed decisions. With Google dominating search, marketers concentrated on improving search ranking through tried and true techniques to ensure that what they were marketing earned a coveted position in the likely search results a customer might consider clicking.
You don’t know shit from Shinola.
Ever heard that saying before? This World War II era colloquialism caused a movement to revive the American watchmaking industry and with it bring to Detroit yet another chapter in its storied history in manufacturing.
10 quotes by Brian Solis on the Future of Business from Prezly
Every now and then, I receive a nice surprise that gives me pause. Today is one such moment. I hope you don’t mind, but I wanted to share it with you.
The team over at Prezly put together a wonderful Slideshare that features some key quotes from my last three books Engage, The End of Business as Usual and What’s the Future of Business (WTF). I could only imagine how much time that took to collect. It really is quite a feat.
Guest post by Bryan Kramer, author of the new ebook, “There is no B2B or B2C: Human to Human” and CEO of PureMatter
Marketing has become so complex, in segmenting audiences into “B2B” (business to business) and “B2C” (business to consumer). Being here in Silicon Valley, surrounded by titans of technology like Google, Facebook, Cisco, Twitter, LinkedIn and eBay to name a few, I’ve observed a downhill slope of complexity in marketing communication. This, plus the rise of social, digital and mobile channels, have created an atmosphere of anonymity, and the entire marketing ecosystem felt like a very cold, distant and impersonal place.
Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.
His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.