No word as yet as to what this means for the organizational structure behind the customer interface.
FORBES: Not So Qwik, Mister. Netflix Smartly Backtracks on Qwikster
To measure customer delight at the organizational level, the best place to start is the work of Fred Reichheld.
FORBES: Measuring Business's New Bottom Line: Customer Delight
How does your prior sales performance, organizational capability and ability to grow customer relationships support your new sales projections?
Yes, there are internal organizational boundaries among marketing, product, customer, and sales teams.
It is a business transformation involving organizational culture, enterprise business processes, customer relations, and workforce behavior just as much as it is a change to the enterprise IT infrastructure.
Targeting high-value policyholders, winning their loyalty and focusing on retention take on new importance, especially at a time of far-reaching organizational and business-process change, when customer relationships are apt to fray and attrition rates spike.
They found that facilities are more lenient when their organizational scope includes products and services, like selling cars, where enticing customer loyalty can enhance profits.
FORBES: Competition Leads to Workplace Corruption, Research Shows
In it, he defined eight characteristics of excellent companies: a bias for action, staying close to the customer, autonomy and entrepreneurship, productivity through people, clear and compelling organizational values, focusing on what you do best, operating with a lean staff, and finding a balance between having enough structure without getting stuck in it.
To truly listen to their customers, build deep cross-organizational relationships based on value, and change from internally-focused, product-obsessed organizations to customer-centric businesses.
FORBES: The Myth that Marketing Automation Reveals Buyers' Journeys.
Participants in research led by Ella Miron-Spektor, a lecturer in organizational psychology at Bar-Ilan University in Israel, were told they would be playing the role of a customer-service worker, then asked to listen to recordings of angry, abusive remarks by a customer to another customer-service worker.
应用推荐