Jul 25, 2006
Customer Experience + Co-Creation = Kick Ass Business
I’ve been convinced for a while that the customer experience is the key to valuable co-creation in companies and organizations, and yet I have felt a bit on the fringe, so I was absolutely knocked out when I read this business week article “Ruthless Focus On Customer Experience”.
1. Focus on the moment of truth
2. Have well articulated brand values
3. Make your technology (infrastructure, crm, etc.) work for your customers
4. Think co-creation; bring your customers into the creative process
5. Think holistically; take an eco-system approach
2. Have well articulated brand values
3. Make your technology (infrastructure, crm, etc.) work for your customers
4. Think co-creation; bring your customers into the creative process
5. Think holistically; take an eco-system approach
3 Comments, Comment or Ping
Scott Weisbrod
I heard that Jeneanne Rae has created a Customer Experience ctock index that tracks the performance of companies that invest in customer experience against the performance of the S&P 500.
I haven’t been able to track the index down. So, I’m thinking - let’s create our own.
What companies would be on that index? Looking at that BusinessWeek article, we might include Starbucks, Starwood, Whole Foods, TIVO, Apple.
Who else comes to mind?
(I also posted this comment on Future Lab blog)
Jul 26th, 2006
Scott Weisbrod
Here’s a start:
http://www.scottweisbrod.com/index.php/?p=108
Jul 26th, 2006
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