Author: Franz Malten Buemann

Hi guys, im just curious, are there any good reading resource materials about CX in Banking industry out there? non-gated ones if possible but otherwise I’m open for suggestions. submitted by /u/pupunggi [link] [comments]

It used to be well lit. Apply to a famous institution, get picked. Get the agent of an agent or A&R person. Get picked. Get good grades… get picked.

Now, many of the “pickers” have little influence or power.

Instead of the reassurance that comes from someone else telling us what to do and then rewarding us when we comply, we each have the chance to show up and contribute. And, if we can, do it again.

It seems crowded and chaotic and uncertain.

And then we get to do it again.

Growing our impact or profit usually involves maximizing something that’s valuable. And things that are valuable are often scarce.

Finding the one thing that is at the heart of your value/scarcity matrix makes it much easier to focus your energy on strategic decisions.

If you own a single store, you need to maximize the profit per square foot. Everything in your growth journey revolves around this.

On the other hand, Subway didn’t care about that at all, and instead focused on having as many sandwich franchises as they could. The resource they scaled was their franchise model.

If you own a factory, the slowest, busiest part of your assembly line is the critical path that has to be identified and optimized.

If you are a music teacher with 30 hours to spend with students a week, your growth is going to be about using each of those hours to maximum effectiveness (perhaps with more engaged students, or in developing digital assets or investing those 30 hours more carefully or profitably).

If you have a brand that consumers trust, you might be able to scale it by offering other products with that same brand name.

If you have a strong relationship with Target or Wal-Mart, you can scale that by bringing in new varieties to gain more shelf space. That’s why successful record labels got more successful by signing more artists. Studio time is easy to scale, access to DJs and rack jobbers, not so much.

If you have a permission relationship with 1,000 great customers, you can maximize the value (to them and to you) of each interaction you have.

And if you’re seeking to change the culture, you could focus on how to get your one precious and scarce agenda to become a movement.

Customer experience (CX) is defined by interactions between a customer and an organization throughout their business relationship. Interaction can include awareness, discovery, cultivation, advocacy, purchases, and service. Customer experience is an integral part of Customer Relationship Management (CRM) and the reason why it’s important is that a customer who has a positive experience with a business is more likely to become a repeat and loyal customer. 7 ways to improve the customer experience 1. Create a clear customer experience vision 2. Understand who your customers are 3. Create an emotional connection with your customers 4. Capture customer feedback in real time 5. Use a quality framework for the development of your team 6. Act upon regular employee feedback 7. Measure the ROI from delivering the great customer experience If you wish to develop a great CX for your business then CXDeployer maybe the best tool out there for you. CXDeployer is a cloud-based all-in-one solution that enables design thinking professionals to deploy, and transform the customer experience by creating, sharing and presenting the persona map, empathy map, business model canvas, customer journey map, ideation and execution management of the best idea. submitted by /u/Interesting-Major832 [link] [comments]