Toolkit for Preparing Your Own Blue Ocean-Performance Dashboard

Miss Annie: These days

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Deloitte’s the next evolution: Retail store 3.0

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BCG’s the digital manifesto

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What Customer Relationship Management entails in the 21st Century

Plush Palate: DVF’S MANTRA OF THE MONTHVia Scoop.itDesigning design thinking driven operations

What CustomerRelationshipManagement means Sameer Patelin the 21st Century.
Via www.slideshare.net

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Experience and Service Design 02: Framing the Discpline, by Michael Eckersley

 

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Experience and Service Design 02: Framing the Discpline, by Michael Eckersley, PhD, HumanCentered

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Bad Reasons For NOT Having A Chief Customer Officer | Forrester Blogs

Narnia by *LongBeautifulDay on deviantARTProbably the same assumption that customer relations can be managed. I prefer chief customer experience officer or something like that.  Something that is also the elaboration of the author in his post…What do you prefer?

Found at Bad Reasons For NOT Having A Chief Customer Officer | Forrester Blogs.

I recently updated our research on enterprisewide customer experience leaders, who we refer to as “chief customer officers” or CCOs. While they often don’t have that exact title, we identified around 600 individuals who carry a mandate to improve the end-to-end customer experience at their company. We did some deeper research on close to 200 of them in order to understand the general profile of these people as well as how their positions are structured within their companies.

Forrester has witnessed a marked increase in the position over the past six years.

Read all at Bad Reasons For NOT Having A Chief Customer Officer | Forrester Blogs.

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The Only Lasting Competitive Advantage Is Extreme Trust | Fast Company

Nothing lasts for ever was my first impression. After reading I thought the title to be a little bit misleading. But Pepper’s insights are nice. And indeed, tweaking and tweaking is our only lasting competitive advantage.

Found at The Only Lasting Competitive Advantage Is Extreme Trust | Fast Company.

As technology generates more transparency, consumers will hold businesses to higher standards, with no room for flimflammery or deceit. Being proactively trustworthy requires you to watch out for your customer’s interest even when your customer isn’t paying attention.

Read all at The Only Lasting Competitive Advantage Is Extreme Trust | Fast Company.

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Simon Mainwaring’s deck We First

 

bookpornographist:(via severalshades)(via severalshades2)

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