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Oreilly - The Value of Customer Experience, Quantified

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Oreilly - The Value of Customer Experience, Quantified by Peter Kriss | Released March 2015...

Most people recognize the value of a great customer experience. As customers, we want to interact with brands that deliver great experiences, we become loyal to these brands, and we recommend them to family and friends. But as executives leading businesses, the value of delivering great customer experience has been...

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Oreilly - Data-Driven Marketing: How to Engage Your Customers

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Oreilly - Data-Driven Marketing: How to Engage Your Customers by Tom Redman | Released January...

Marketers today have easy access to capabilities, from social media, to big data, to cloud computing that their predecessors could but dream about just a few years ago. As a result, they can customize their message to each, individual customer and deliver it even more powerfully. But is it really...

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Oreilly - Elevating Your Brand in the Eyes of the Customer

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Oreilly - Elevating Your Brand in the Eyes of the Customer by Peter Sheahan |...

Companies are finding themselves stuck between dual forces of industry disruption and perceived commoditization in the eyes of the customer. So what enables companies to generate competitive advantage in a fluid environment? Author and consultant Peter Sheahan argues that escaping the commodity perception and remaining relevant in times of change...

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Oreilly - Uncommon Service: How to Win by Putting Customers at the Core of Your Business

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Oreilly - Uncommon Service: How to Win by Putting Customers at the Core of Your...

In a volatile economy, the old rules of strategic advantage no longer hold true. In this environment, service must be viewed no longer as just a damage control function, but as a source of differentiation and competitive advantage. That means that companies must weave uncommon service into every core decision....

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Oreilly - Retail That Connects: Creating the Complete Customer Experience

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Oreilly - Retail That Connects: Creating the Complete Customer Experience by Darrell Rigby | Released...

How separate or integrated are your physical and digital operations? In the early days of the online revolution, some executives ignored the digital world, viewing it as a passing fad. Then, once it became clear the Internet was a disruptive innovation that was here to stay, some companies flipped and...

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Oreilly - Understanding Your Customers' Minds

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Oreilly - Understanding Your Customers' Minds by Gerald Zaltman | Released June 2008 | ISBN:...

Gerald Zaltman, Harvard Business School professor. Learn how to create more effective marketing campaigns based on your customers' unconscious thoughts and feelings. Show and hide more Understanding Your Customers' Minds 00:14:10 Show and hide more

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Oreilly - Creating a Customer-Centric Business

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Oreilly - Creating a Customer-Centric Business by Ranjay Gulati | Released January 2010 | ISBN:...

Ranjay Gulati, Harvard Business School professor and author of "Reorganize for Resilience: Putting Customers at the Center of Your Business," on how to deliver what customers really want. Show and hide more Creating a Customer-Centric Business 00:10:37 Show and hide more

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Oreilly - Understand What Your Customers Really Want

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Oreilly - Understand What Your Customers Really Want by Christian Madsbjerg | Released February 2014...

Christian Madsbjerg, coauthor of "The Moment of Clarity," explains how sensemaking reveals answers that conventional tools can't. Show and hide more Understand What Your Customers Really Want 00:04:16 Show and hide more

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Oreilly - Innovative Ways to Change Customer Behavior

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Oreilly - Innovative Ways to Change Customer Behavior by Steve Martin | Released September 2013...

Steve Martin, coauthor of "Yes!: 50 Scientifically Proven Ways to Be Persuasive," explains how businesses can motivate customers to modify their actions. Show and hide more Innovative Ways to Change Customer Behavior 00:03:02 Show and hide more

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Oreilly - Putting a Price on Customer Loyalty

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Oreilly - Putting a Price on Customer Loyalty by Marco Bertini | Released July 2012...

Marco Bertini, assistant professor at London Business School, outlines how to price goods so customers will buy them—and stay an advocate for your brand. Show and hide more Putting a Price on Customer Loyalty 00:03:15 Show and hide more

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Oreilly - Customer Service in a Crisis

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Oreilly - Customer Service in a Crisis by René Carayol | Released September 2012 |...

René Carayol of Cass Business School explains how First Direct's commitment to customer service saved a life on 9/11. Show and hide more Customer Service in a Crisis 00:02:34 Show and hide more

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Oreilly - How to Reach Customers in Emerging Markets

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Oreilly - How to Reach Customers in Emerging Markets by Navi Radjou | Released June...

Navi Radjou, innovation and leadership strategist, suggests multinational companies rely on comprehensive networking to ensure successful expansion. Show and hide more How to Reach Customers in Emerging Markets 00:03:29 Show and hide more

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Oreilly - When to Disappoint Your Customers

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Oreilly - When to Disappoint Your Customers by Frances Frei | Released July 2012 |...

Frances Frei, Harvard Business School professor, explains why trying to offer great customer service so often backfires. Show and hide more When to Disappoint Your Customers 00:05:25 Show and hide more

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Oreilly - Turn Customers into Promoters

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Oreilly - Turn Customers into Promoters by Fred Reichheld | Released December 2011 | ISBN:...

Fred Reichheld, fellow and founder of the loyalty practice at Bain & Company, explains how Apple builds loyalty. Show and hide more Turn Customers into Promoters 00:02:50 Show and hide more

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Oreilly - Leveraging Customer Analytics

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Oreilly - Leveraging Customer Analytics by John Lucker | Released November 2013 | ISBN: 3133326714001...

The game today is no longer just about products and services, but rather holistic, end-to-end customer experiences. Great experiences create loyal customers and competitive advantage; missteps can create long-term damage. In this interactive HBR webinar, Deloitte Analytics' John Lucker focuses on how customer analytics can be used to improve the...

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Oreilly - The Customer-activated Enterprise: Insights from IBM's Global C-suite Study

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Oreilly - The Customer-activated Enterprise: Insights from IBM's Global C-suite Study by Linda Ban, Saul...

What are the key external forces shaping your organization? How do perspectives differ among members of your C-suite? What role will C-suite collaboration play in your company's success? How do organizations that outperform their peers differ from other organizations? What are the nature and importance of customer relationships in the...

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Oreilly - Managing the Complete Customer Journey

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Oreilly - Managing the Complete Customer Journey by Ewan Duncan, Conor Jones, Alex Rawson |...

Many companies recognize the importance of customer experience and emphasize a few select ""customer touchpoints."" But the authors of a new Harvard Business Review article suggest that this may not be good enough. While individual touchpoints matter, what matters even more is a customer's complete, cumulative, end-to-end journey. Currently, few...

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Oreilly - Know What Your Customers Want Before They Do

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Oreilly - Know What Your Customers Want Before They Do by John Lucker | Released...

Retail and consumer-facing businesses are rapidly and dramatically changing. Relying on an experienced sales person with deep knowledge of a customer's preferences is a quaint notion of the past. Increasingly, retailers like CVS, Sam's Club, and Nordstrom, as well as leaders in other consumer-facing industries like financial services, are using...

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Oreilly - Nudge Your Customers - Reducing Risk With Better Choices

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Oreilly - Nudge Your Customers - Reducing Risk With Better Choices by Daniel Goldstein |...

A car rental agency includes insurance unless you specifically decline it. A software vendor recommends clicking ""next"" for a quick install. These companies have designed defaults for their customers. Well-designed defaults simplify decision making, enhance customer satisfaction , reduce risk and drive profitable purchases - benefiting companies and consumers. But...

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Oreilly - Use Social Media to Tap the Collective Genius of Your Customers & Employees

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Oreilly - Use Social Media to Tap the Collective Genius of Your Customers & Employees...

Social media is all the rage. But many business leaders are not yet clear on whether their company should use social media and what the potential benefits are. Mark McDonald identifies a set of core disciplines that organizations must master to translate mass collaboration (from social media) into real results....

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