July 04, 2007

Colin Shaw, customer experience marketing guru to conduct workshop at Customer 2.0 Experience Marketing Conference

How Customer Centric is you Organisation. That is the title of the workshop Colin Shaw will conduct on Friday 14th. September 2007 in Berlin.

Read more about this unique workshop at the conference website.

11:20 Posted by Michael Leander Nielsen in Marketing conferences and seminars | Permalink | Comments (0) | Email this | Tags: colin shaw, customer experience, customer 2.0, marketing conference, marketing, customer centric

January 26, 2007

The money in your Customer Experience

The service, that your customers experience is a key component in your ability to secure customer loyalty.

For every company that declares as its goal to be more customer-driven it is from the start crucial to understand the company's position in relation to the customers: How do the customers perceive the company's products and services? Are they satisfied with the products and services that they buy? Do they think that there is an acceptable relation  between price and quality? Which factors influence the customers' satisfaction and loyalty? Is customer satisfaction rising or falling, and what is the customers' evaluation of the company in comparison with its competitors? 

Read full article

Contact Customaxi if you want to know more about this subject

06:50 Posted by Michael Leander Nielsen in Customer experience | Permalink | Email this | Tags: customer experience, customaxi, michael leander nielsen, fredrik abildtrup, telefaction, return on behavior magazine

December 25, 2006

Customer Experience Management – moments of truth

In the ideal world, Customer Experience Management should be an integral part of CRM as a business strategy, but that's rarely the case.
Customer Experience Management helps the enterprise see the customer with the "right brain"-concerned with perceptions, feelings and interactions that are harder to quantify but valuable, nonetheless.
Read Michael Leander Nielsen's article at Return on Behavior Magazine: http://www.returnonbehaviormagazine.com/articles-of-inter...

21:10 Posted by Michael Leander Nielsen in Customer experience | Permalink | Email this | Tags: marketing, customer experience, michael leander nielsen, customaxi

September 29, 2006

New magazine about customer experience

TeleFaction recently launched a nice magazine about customer experience and the experience economy. In my opinion this magazine is highly relevant for anyone working in customer service, marketing or general management.  You can read the magazine and subscriber to the newsletter at: www.returnonbehaviormagazine.com 

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The magazine covers areas such as marketing, future trends, customer experience management, experience economy, customer service strategies, customer loyalty strategies and much more. It is published by TeleFaction - a European company specialising in Return on Behavior.

And - yes - a subscription is indeed free.

08:31 Posted by Michael Leander Nielsen in Customer experience | Permalink | Email this | Tags: customer experience, marketing, experience economy

August 16, 2006

Dial-in increase response

Recently I came across a splendid solution from Telefaction, a Scandinavian company who recently launched the Return on Behavior concept. The concept includes advanced technology, which handles response, customer surveys and such by utilizing an advanced, yet inexpensive IVR-like set-up. 

 

(IVR is short for Interactive Voice Response, a telephony technology in which someone uses a touch-tone telephone to interact with a database to acquire information from or enter data into the database.)

Telefactions Dial-In solution was a real eye-opener for me as I have been focused on a driving response either to offline vehicles, or in most recent years, to an online landing pad.

Read the rest of the article here: http://customaxi.typepad.com/maximizing_marketing/2006/03...

06:15 Posted by Michael Leander Nielsen in Customer experience | Permalink | Email this | Tags: customer experience, michael leander, marketing, customer satisfaction, churn-prevention

June 02, 2006

Experience economy - new

Think about it.

How often do you honestly experience excellent service? Weekly, monthly, yearly? For my part I am becoming increasingly annoyed with the large number of poor service situations I encounter on a monthly basis.

Given that the next ten years or so is expected to belong to the "experience economy", I gather that thousands of companies will have to get their act together when it comes to delivering great customer experiences in the future. If they want to survive, that is.

Having given it quite a bit of thought over the past months, I have decided to start posting both good and bad [customer] experiences encountered in my everyday life.

For more on Customer Experience and Return on Behavior visit www.telefaction.com or if you want to talk toCustomaxi about this issue, pay a visit to www.customaxi.com

08:05 Posted by Michael Leander Nielsen in Customer experience | Permalink | Email this | Tags: customer experience, michael leander nielsen, michael leander, marketing

May 26, 2006

Original touch of brilliance

This post stems from http://customaxi.typepad.com/maximizing_marketing/2006/03...

I've often wondered why so many design studios, designers, advertising and marketing agencies, have so great difficulty designing/developing websites, that will demontrate, to targeted or stray visitors, their own uniqueness.

After many years of searching, I have finally found a design studio, that is showing the way in an outstanding, original, almost brilliant fashion. Check it out.

08:10 Posted by Michael Leander Nielsen in Customer experience | Permalink | Email this | Tags: customer experience, michael leander, marketing, marketing agency, design studio