All in JESSICA NOBLE
The Changing Customer Landscape
In this blog about The Changing Customer Landscape, we share how to use the three (3) company profiles (Strugglers, Jugglers, and Front Runners) to evaluate the changing needs of customers to guide you through how to best support their needs and add maximum value.
This blog has been co-authored with Jack Healey, CEO of Bear Hill Advisory Group and R3 Advisory Group of which Jessica Noble, CEO of Magnetic Experiences and Jack Healey are founding members.
Intentional Leadership: 15 Ways to be a Better Leader in Times of Fear and Uncertainty
As a leader, now is your time to stand tall. Use these intentional leadership tips to bring strength, stability and empathy to your team during a hard time.
How Customer Experience Analysis Can Uncover Common Blind Spots Killing Profit Margins
Use customer experience analysis to dig deeper into why customers are frustrated with their experience, spending less, or spending elsewhere and take control of your profit margins.
8 Reasons Your Business is Losing Money Despite Revenue Growth
If your company is growing, the line on your revenue graph is going up and to the right, yet, the business is losing money, you’re not alone. Figure out why this is happening and then look to these critical areas for the potential money leaks.
Aha Moments uncovered with Personas!
Bring your personas to life by actively incorporating them into conversations and decision making. Jeff Bezos' Customer Chair is a visually compelling way to get every meeting participant and every discussion to reference customers.
Not all Customers Are Profitable Customers
It's important for a company to perform customer reviews, which are similar to vendor reviews you might do on a periodic basis
Field service should be all about the customer
When envisioning a new solution, organizations should begin by focusing on how to best serve the customer.
One Strategic Step For Data, One Important Step For Customer Experience
Multiple sources for the same type of information and dirty data often undermine the best efforts to have a single-source of the truth for master data, a 360° view of our customers, vendors, partners and/or suppliers. Nothing sabotages customer experience like getting the wrong information when calling in for support or checking an order online.
Ensure Your ERP System is Reducing Friction along your Customers’ Journey
An enterprise resource planning (ERP) solution isn’t just good for your business, it's also good for your customers. With the right ERP system in place, you will be able to improve your customer's experience across many touchpoints on their journey. To reduce friction negatively impacting customers, you must first understand and map their journey.
Improve Customer Experience with ERP
ERP is a Customer Experience (CX) enabler. ERP supports the ability to deliver an order correctly and on time as well as the services supporting the initial customer purchase - returns, repairs, invoicing and Accounts Receivable.
CRM can be Pivotal to Improving Customer Experience
Modern CRM offers a more efficient way to manage sales, marketing and customer services. With customer-centric processes supported by CRM, users can gain greater visibility into interactions and transactions across the customer journey. This, in turn, strengthens customer relationships. Over half of CRM implementations fail, yet companies that succeed experience improved revenues, productivity and customer satisfaction. Maximize the return on your CRM technology investment with these important steps.
CRM can Advance your Customer Understanding
CRM solutions offers two-pronged improvement for both the internal employee experience and the customer experience. Capitalize on these opportunities to improve end-to-end experience by journey mapping both experiences, then deploying a (or improving a currently deployed) CRM solution to provide the most customer-relevant improvements.
Can Poor Master Data Management Sabotage Customer Experience?
Master data management (MDM) may feel far removed from Customer Experience (CX), but it plays a significant role in the customer journey and experience. As companies add channels of engagement (self-service, social, etc.), the need for MDM grows and the potential to impact CX grows.
Improving the Customer Journey...from filling potholes to repaving the road
Customer experience doesn't end after the marketing brand promise has been made or the sale is complete. One weak touch point can negatively impact the customer's entire perception. Broken processes, un-synchronized systems, bad data, and outdated policies can all create potholes along the Journey.
Is Customer Friction getting you Fired?
Catastrophic breakdowns along a customer journey happen. And, we usually aren't surprised if we're fired as a result of a significant failure to deliver. But, what about the customers that fire us when there's been no significant negative interaction?
Poor Accounts Receivable experiences can negatively impact CX
Good business processes are the cornerstone to a well-run accounts receivable group and a positive experience for your customers. Making accounts receivable a customer friendly experience will pay back big dividends.
Can Business Processes make-or-break Customer Experience?
The most efficient and well-executed business processes cannot guarantee Customer Experience success! Business processes must be aligned with customer wants, needs and expectations, and they must deliver in a way that customers appreciate.