Leseliste für Chefs: 60 Minuten Einführung ins Kundenerlebnismanagement

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.

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