For more classes visit www.snaptutorial.com Discussion Questions DQ 1 What is the relationship between GDP and the business cycle? How can you use information about the business cycle when making a decision about a large purchase DQ 2 What is inflation? How read more
The phenomenon of "Crowdsourcing" is older than its term which was coined in 2006 by Jeff Howe in an article in WIRED magazine. Nevertheless, the term "crowdsourcing" is new to many people. Many people are asking, "What is crowdsourcing? What do people do in a crowdsour read more
This presentation introduces the Customer Experience Map as a template for illustrating, mapping, and managing business strategy, positioning, and innovation. Several business strategies are illustrated including Michael Porter's 3 Generic Strategies, Clayton Christense read more
Holistic System Thinkers as well as Cyberneticians have long postulated the hypothesis that the structure of every living system or organization (including businesses) is the same and different. Yet, models to visualize this hypothesis are complex and difficult to under read more
THE Customer Experience (CE) Gameplan: A Universal Design Model For Answering the 5 Most Important Marketing Questions
Starting business design by using a Value Chain, Business Model Canvas, Lean Canvas, or other business model visualization is a wasteful process in terms of time, money, and other resources that are consumed. The Customer Experience (CE) Gameplan indicates why. In addit read more
Customers are generally nice when asked face-to-face about their opinion of products, services, and experiences. The Value Engine Map below humorously categorizes some of the unspoken thoughts that customers have especially with regard to the Minimum Viable Feature (MVF read more
As marketers, we rely on metrics to measure our success or failure. But how effective are traditional analytics? When metrics can’t see beyond the mouse click, how can we understand what the people behind the screen are experiencing? How can we know what happened before read more
Effective communication can significantly improve the relationships with your customers. Customer experience management is all about you and your clients. It helps you optimize and improve the communication, offer personalized services, satisfy customers' needs and so i read more
Five ways to increase conversion and adoption rates for today's e-Businesses.
"Customer experience needs to be thought of as a strategic agenda item on par with and actually integrated with corporate strategy, managing the brand, and new product development. If you share that vision for your customer experience efforts, here are some strategic to read more
“To compete and win in today’s ultracompetitive environment ... the customer experience is more important than ever before. Businesses cannot stand still; they must continue to push the envelope and evolve—not only products, services, and marketing, but also analytics.” read more
Today’s empowered and enlightened banking consumers demand services according to their individual preferences whenever, wherever and however they interact.
IBM has worked for years with retailers to help them develop a complete Omni-channel Commerce solution that integrates various channels and provides a foundation that helps enable the seamless experience that consumers are looking for. Due to this joint effort, IBM prov read more
Are your agents getting off the phone fast, but not solving the customers’ problems? Or, are they solving the customers’ problems but still getting bad NPS scores? What both of these have in common is emotions – the ones both your agents and customers bring to the call. read more