Studying the impact of innovation on business and society

Tag: customer experience

Companies Profit When Customers Suffer

Companies Profit When Customers Suffer

You’ve heard it a million times, a happy customer tells a couple of people and an unhappy customer tells everyone. Yet to this day, executives tend to run business strategy with an emphasis on transactions over experiences. More so, business value is expressed in short-term performance metrics and reports to an audience of shareholders and stakeholders over the very people who keep them in business…your customers. It’s all a bit absurd when you think about it. I know, I know…it’s…

The Future of Business Starts with Us

I often share a quote by Russian novelist Leo Tolstoy, “Everyone thinks of changing the world, but no one thinks of changing himself.” And that’s where are in business. We all talk of change but very few of us start with changing the very things that will help us more effectively compete for the future. The evolving state of technology, customer behavior and expectations and our role within each is changing or it should change… What we see (perspective and…

Pivot: The Emergence of Digital Compels Businesses to Transform

Guest post by Mike Edelhart, co-producer and CEO of The Pivot Conference (@pivotcon) Historic shifts in business fundamentals don’t occur smoothly; rather they happen in sudden, sharp shifts which open unexpected chasms companies must traverse or plunge. Today, the deep change in human behavior brought about by the emergence of social media marks the latest such shift, perhaps the most dramatic since the Industrial Revolution. Gone are the traditional success factors of operational efficiency and price advantage being uprooted by…

The 2014 State of Digital Transformation

The 2014 State of Digital Transformation

Today, I’m proud to announce the release of Altimeter Group’s second report on Digital Transformation. This new report is aimed at executives and digital strategists to help them (you) further understand the state of digital transformation as you plan your next steps and investments. In our initial report, “Digital Transformation: Why and How Companies are Investing in New Business Models to Lead Digital Customer Experiences (DCX),” we learned that digital transformation was as much about technology as it was about…

Improving Customer Targeting and Personalization Through Social Identity

Improving Customer Targeting and Personalization Through Social Identity

Guest post by Andrew Jones (@andrewjns), analyst at Altimeter Group covering Social Media and Customer Experience Modern marketing is about more than just informing prospects and customers about products, but building relationships with them. The contextual insight available in social media offers an opportunity to better know and engage audiences with compelling, personalized content and experiences across channels. The following is a condensed excerpt from a forthcoming report. The Fragmented Customer Journey The customer journey has become incredibly fragmented, moving…

Report: Digital Transformation and the New Customer Experience

Report: Digital Transformation and the New Customer Experience

We’re under attack! Social, mobile, real-time, cloud, big data…it’s coming at us all at once! Rather than miss out, many brands are jumping from trend to trend as a way of staying relevant in an increasingly digital market. Facebook, Twitter, Youtube, Foursquare, Instagram, Pinterest…we’re covered. We have and had a strategy for a while now. Mobile. Yep, we’ve got an app for that…plus we’ve got adaptive and responsive web design that makes old sites new again! Snapchat…our brilliant strategy vanishes…

Season 2 Finale: How Yamaha invests in new customer experiences

This is it…the Season Finale! And, what a way to end Season 2 of (R)evolution…. In this episode, Yamaha shares what is by far the most expansive view of disruptive technology’s impact on business infrastructure and culture on the show to date. What you’ll see is a genuine discussion with Jeff Hawley and Rick Williams of Yamaha explore how an already successful business is exploring new opportunities to better define the customer experience before, during and after transactions. It comes down…

Nissan Embraces Social Media to Improve Customer Experiences and Foster Advocacy

In this episode of (R)evolution, Nissan’s David Mingle, Director of Customer Management and Erich Marx, Director of Marketing join me for a refreshing conversation about social media’s impact on business transformation, customer experiences, and building an adaptive business model to learn and evolve based on new opportunities. We explore Nissan’s approach to new media for not only marketing, but also how the company uses social media to invest in and shape the customer experience over time. Having both David and…

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