Posted in Strategic Service Design
How b2b customers consume content
Posted by Danielle MacInnis
on 20 June 2018
 "How b2b customers consume content")
Content is the key to informed purchase decisions, but B2B marketing often gets content delivery wrong. The buyer's journey is devoid of personalization, riddled with dead ends, and forces en...
| Posted in:Customer Centric MarketingStrategic Service DesignCustomer InsightContent MarketingMarketing StrategyMarketing Segmentation | 0 Comments |
Creating a customer centric culture
Posted by Danielle MacInnis
on 10 June 2018
Below is an interview I did with Tristan White on how to create a customer-centric Culture. He has a great website with lots of great information including a culture checklist.
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| Posted in:Customer Centric MarketingStrategic Service DesignCustomer Insight | 0 Comments |
Customer Centric Thought Leaders
Posted by Danielle MacInnis
on 13 April 2018
Here is a podcast with Lars Birkholm Peterson is one of the co-authors of Connect - How to use Data and Experience Marketing to Create Lifetime Customers. I interview Lars about the Custome...
| Posted in:Customer Centric MarketingStrategic Service DesignMarketing Strategy | 0 Comments |
Employee engagement is key to customer centric organisations
Posted by Danielle MacInnis
on 8 March 2018
I found this infographic and video by the Temkin Group and had to share it with you. The engagement of your team makes a huge difference to the customer experience. Internally we are all still c...
| Posted in:Customer Centric MarketingStrategic Service DesignSEO | 0 Comments |
Strategic Service Design in 2018
Posted by Danielle MacInnis
on 13 December 2017
Designing the customer journey
In 2017 there has been a lot of buzz about customer experience. My prediction is that Customer Service Design or what I call Strategic Service Design will star...
| Posted in:Strategic Service DesignMarketing Strategy | 0 Comments |
