Stevenjeffes | Social Media, Marketing, Crm, Corporate Innovation Blog

1. INTRODUCING: THE CUSTOMER BILL OF RIGHTS

   Covered in this blog article:A) The brand promiseB) Customer bill of rights definitionC) Why the customer bill of rights is needed and importantD) Company mantra, tagline, and brand promise examplesE) The hierarchy of company mantra, tagline, brand promise and customer bill of rightsF) Customer bill of rights company examplesG) Internal service organization customer bill of […]

2. Improving Customer Service and Customer Experience Through Robotic Process Automation (RPA)

   A. What is RPA, a simple definition.B. The customer experience and business benefits of RPA.C. RPA market growth/trends.D. RPA Use Cases & Examples of how RPA Enables Better Customer Service & Experience.E. Top Companies embracing the use of RPA.F. Top RPA Solution Platforms.G. Top RPA System Integrators, Service Providers.H. How to get started in leveraging […]

3. The IoT Revolution: Improving customer convenience & customer experience while reducing business cycle times and cost.

   Topics covered in this blog:1) The simple definitions for the Internet of Things (IoT) and Telematics2) Illustration of IoT personal and business devices, uses3) IoT Trends4) IoT Growth in Spend and Market Size5) IoT enablers and why IoT has become so pervasive6) How does IoT work7) The benefits of IoT8) The positives and negatives of […]

4. Artificial Intelligence (AI) Powered Customer Service

   Top 5 Topics Covered Current trends in the adoption of AI as applied to customer service. The business case for AI adoption in customer service. Common use cases for AI powered customer service delivery. Real companies that have implemented AI driven customer service. How to get started implementing AI applications for customer service. The application […]

5. Leverage Customers as the Chief Customer Officer (CCO) While Increasing Customer Diversity and Inclusion

   The top 10 things you will learn by reading this blog: 1) The spectrum of customer first cultures – find out where you stand on this spectrum. 2) The trends in developing customer insights and customer feedback via customer inclusionary programs and customer onramps. 3) How customer onramps support customer diversity and inclusion (D&I) (i.e., customer D&I programs) 4) Customer Experience metrics from real companies who have developed and deployed these customer onramps. 5) Creative win-wins to make your customer experience more fun, engaging, educational, rewarding, and inclusive. 6) Innovations in creating customer communities that increase brand loyalty, customer referrals. 7) Marketing leadings companies and their case studies in leveraging customers as the Chief Customer Officer (CCO). 8) The customer organization Inversion and customer empowerment of the future. 9) Quick & easy wins in getting started in the customer inversion that will create customer zealots and a customer experience 2nd to none. 10) The top 10 things you should immediately considering implementing to increase Customer Satisfaction (CSAT) levels, NPS and customer loyalty rates by double digits.

6. Introducing: The Quantifiable Customer Journey Map

   Introducing: The Quantifiable Customer Journey Map!! New, Innovative and the future of customer journey mapping: Quantification of the current state of customer health across all journey phases (i.e. contained within the customer journey map x-axis). This new method in my opinion is by far the most comprehensive snapshot you can take of current customer health as well as simultaneously taking into account both macro and micro customer journey map components. * New! Top 2-3 Customer Needs and Drivers – Driven by direct customer input and feedback, the top 2-3 needs and drivers (i.e. what is most important) for each phase of the customer journey * New! Customer Ratings and Metrics (rating scale of 1.0 to 5.0) – Driven by direct customer input and feedback, the current (snapshot) quantification of the top 2-3 customer needs and drivers for each phase of the customer journey.

7. Company Market Leadership via ABC Alignment: Archetype, Brand, Customer

   How a company’s primary Archetype drives an authentic brand and the delivery of exceptional customer service and customer experiences After being hired as a consultant and researching numerous companies, I have discovered the following as to why some achieve market leadership while others do not. What I have discovered is that market leading companies like […]

8. Create Elated Customers for Life by Delivering Surprise & Delight Customer Service

   The following is what you will learn by reading this blog: The main business capabilities for a company to possess to deliver superb and legendary customer service The most critical capabilities to develop in order to enable your front-line employees to be able to deliver excellent customer service The introduction of the concept and definition […]

9. The Goals, Focus and Role of the Chief Customer Officer.

   Wanted – Chief Customer Officer ! _ The above posting for a Chief Customer Officer has been seen in increasing numbers in the past 10 years.  Why you might ask? The reason is simple in that many companies are starting to realize that if the customer is elated with their customer experience, they will transition […]

10. Best Practices in Customer Experience (CX) Measurement and Analytics

    The following are the top 10 concepts you will learn in this blog article: What are the most common set of metrics used to measure customer experience quality and effectiveness. What these common customer experience metrics are used for When are these best practice customer experience metrics best measured What a customer journey (a.k.a. customer […]