Leseliste für Chefs: 60 Minuten Einführung ins Kundenerlebnismanagement

by Adobe Marketing Cloud

Posted on 02-07-2012

Der amerikanis­che Cus­tomer Expe­ri­ence-Papst Bruce Temkin hat schon vor eini­gen Tagen in seinem Blog eine Liste mit 11 Artikeln vorgestellt, die jed­er Entschei­dungsträger auf der Top-Man­age­mentebene von Unternehmen zu Jahres­be­ginn lesen sollte. Die englis­chsprachi­gen Beiträge richt­en sich an “Anfänger im Bere­ich Cus­tomer Expe­ri­ence” und sollen den Chefs in 60 Minuten eine Ein­führung geben, warum und wie sie den Kun­den stärk­er in den Mit­telpunkt ihrer Tätigkeit stellen kön­nen. Ein guter Überblick.

  1. The 6 Laws Of Cus­tomer Expe­ri­ence. Every exec­u­tive should under­stand these fun­da­men­tal dri­vers of how orga­ni­za­tions deliv­er cus­tomer experience.

  2. The Four Core Cus­tomer Expe­ri­ence Core Com­pe­ten­cies. The path to cus­tomer-cen­tric­i­ty requires mas­ter­ing these four com­pe­ten­cies: Pur­pose­ful Lead­er­ship, Com­pelling Brand Val­ues, Employ­ee Engage­ment, and Cus­tomer Con­nect­ed­ness. The report also has a self-assess­ment tool that execs can use to gauge their organization.

  3. My Cus­tomer Expe­ri­ence Man­i­festo Con­tin­ues. Pro­vides a per­spec­tive of how to think about cus­tomer expe­ri­ence management.

  4. Cus­tomer Expe­ri­ence-Loy­al­ty Con­nec­tion. This report uses large-scale con­sumer research to show the link between cus­tomer expe­ri­ence and cus­tomer loy­al­ty, good for under­stand­ing ROI.

  5. What If Cus­tomer Expe­ri­ence Has No ROI?. This is a three-part post that explains he con­nec­tion between cus­tomer expe­ri­ence and busi­ness results.

  6. Cus­tomer Expe­ri­ence Affects Atti­tudes And Behav­iors. Shows how cus­tomer expe­ri­ence links to busi­ness and brand strategy.

  7. Three Char­ac­ter­is­tics Of Trans­for­ma­tion­al Lead­ers iden­ti­fies that ele­ments that lead­ers need if they want to dri­ve change int heir organizations.

  8. Improve “Pur­pose­ful Lead­er­ship” In 2011. Gain a deep­er under­stand­ing of the role that lead­er­ship plays in trans­form­ing cus­tomer experience.

  9. The 8 Signs Of Exec­u­tive Com­mit­ment. Gauge the com­mit­ment lev­el of the exec­u­tive team with this sim­ple diagnostic.

  10. The Cus­tomer Expe­ri­ence Check­list Man­i­festo. Use this check­list of eight items to make sure that invest­ments will improve cus­tomer experience.

  11. 8 Cus­tomer Expe­ri­ence Trends For 2011. These trends give a good sense of where things are head­ing, but key an eye out for an updat­ed list of megatrends.

Topics: Digitale Transformation & Marketing, Amerikanische, Brand Strategy, Brand Values, Bruce Temkin, Business Results, Commitment Level, Core Competencies, Customer Centricity, Customer Experience Management, Customer Loyalty, Deeper Understanding, Employee Engagement, Enter your zip code here, Execs, Executive Team, Fundamental Drivers, Heir, Ins, Purposeful Leadership, Self Assessment Tool, Transformational Leaders, UK, UK Exclusive, Digital EMEA