Blog Post: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.
Author: Date Created:7 Februar 2012 Date Published: Headline:Leseliste für Chefs: 60 Minuten Einführung ins Kundenerlebnismanagement Social Counts: Keywords: Publisher:Adobe Image:http://blogs.adobe.com/digitaleurope/wp-content/themes/pagelines-template-theme/images/no-image.jpg

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.