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  • Benioff Got the Cloud Vision Right (Dreamforce 2014) (Opinion)

    Regardless of whether you're a fan, it's hard not to agree that Salesforce.com's  Marc Benioff saw the potential of the cloud before most others in his space.


    CX | Oct 17, 2014
  • It's Dreamforce Time Again! (Opinion)

    We're looking forward to bringing you more innovative partners and the latest from Salesforce itself as well as sharing the latest thinking around how businesses can evolve into being the 'Customer Company'


    CX Infrastructure | Oct 13, 2014
  • What Drives Excellence in VoC Programs? (Opinion)

    Companies that understand the importance of the Voice of the Customer to many key aspects of the business success are the ones that recognize and commit to the art of listening.


    VOC Execution | Sep 20, 2014
  • Facing Cutbacks? Talk to Customers First (Opinion)

    If you’re company is underperforming, your rebuilding efforts are going to have to start with customers and the closer you stay to them the bigger the chances for recovery.


    VOC Strategy | Sep 15, 2014
  • Southwest Airlines Demonstrates the BIG Challenge Facing Companies (Opinion)

    The story highlights the multi level challenge facing companies operating in the new era of the ‘socially empowered customer’.


    VOC Impact | Jul 24, 2014
  • 3 Keys to Gamification Success (INFOGRAPHIC) (Opinion)

    Key is precision end-to-end in defining 3 key areas of gamification: Targets, Business Focus and Desired Impact.


    CX on Social | Jul 18, 2014
  • Apple Demonstrates Its Strategic Commitment with Continuity (Opinion)

    Some companies make decisions to reduce the pressure on their teams to deliver -- Apple isn't one of them.  It's still all about the customer in the iOS universe.


    CX Strategy | Jul 10, 2014
  • How Big Data is Transforming Teams (Opinion)

    The biggest impact has been the reduction in the need for instinct based (subjective) decisions, replacing them with tactics based upon specific data driven insights.


    VOC Impact | Jul 8, 2014
  • Look to Internal Data Sources for First 'Baby Steps' on Customer Centricity (Opinion)

    Before the customer centricity initiative is defined as highly difficult, the opportunity to mine existing data should be explored.


    VOC Execution | Jul 2, 2014
  • Is NPS Still Relevant in the Social Customer Reality? (Opinion)

    With things having changed so much, how can NPS still be a valid method — especially without having evolved in any way?


    Loyalty Industry | Jun 28, 2014
  • The Mentorship Inversion: Boomer and Gen X Executives in a Gen Y World (Opinion)

    Generations are worlds apart with Gen Y being a completely different buying ‘animal’ than Baby Boomers. Technology is transforming marketing and sales and rendering old style campaigns less effective and efficient.


    CX on Social | Jun 5, 2014
  • Technology Is Elevating the Importance of Human Support (Opinion)

    It’s easy to get caught up in focusing on technology and product design, but the truth is the human element remains as critical as before.


    CX Execution | May 22, 2014
  • CX Success Formula: Obsessive Customer and Employee Centricity (Opinion)

    There have been a few interviews with the founders recently but one in particular by CMO magazine (link below this post) brought home some key central beliefs that are driving their success.


    CX Execution | May 22, 2014
  • Lexden: Messaging is Critical Component of CX Success (Opinion)

    Once companies have gotten over the hurdle of actually focusing on messaging, there are a few critical success factors that ensure it delivers on the CX that it promotes.


    CX Execution | May 22, 2014
  • Infographic: Customer Retention's Growing Importance to Businesses (Opinion)

    Maybe it’s the result of the recent economic turbulence or just a general shift in the marketplace, but companies are focusing more and more on retaining and growing their existing customer relationships — rather than than the traditional bias towards new customers.


    Loyalty Impact | May 8, 2014
  • Identifying and Managing Transformational Change Efforts (Opinion)

    By definition, anything which has the ability to transform your business exponentially over the long term warrants expert leadership. Failure is not an option when the opportunity is so great. 


    CX Strategy | May 8, 2014
  • Maaco Get Strategic About Franchisee Customer Experience (Opinion)

    Low margin business are best served by being the most innovative and running a forward thinking way. Particularly because they can ill afford the high sales costs associated with high customer turnover.


    CX Strategy | May 1, 2014
  • Is the Trend Towards Customer Centricity Genuine? (Opinion)

    The greatest customer centric businesses are not built in reaction to external pressures. What drives them is a genuine belief among leadership that customer centric business models offer the best growth opportunities and competitive advantages.


    CX Strategy | Apr 22, 2014
  • Messaging is Key to the Customer Experience (Opinion)

    There’s a lot that happens around building a great product or service. That is also great fodder for brand building content — what inspired the innovation effort or what big customer pain you’re trying to solve or the exceptional value provided.


    CX Execution | Apr 22, 2014
  • Pardot Maximizes the ROI of the CX Advantage (Opinion)

    Pardot recognizes its CX advantages and is leveraging it in its marketing efforts. They take it further down the road than most companies, by creating this visual marketing tool.


    CX Impact | Apr 22, 2014
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