CIO Survival Guide for the Experience Economy
The CIO Survival Guide for the Experience Economy is a series of inspirational and confrontational articles originally published in the Dutch version of CIO Magazine. The articles cover a broad spectrum of topics and case studies, all of which will provide ideas on...
You Are What You Charge For
CIO SURVIVAL GUIDE PART 6: SUCCEEDING IN THE EXPERIENCE ECONOMY You Are What You Charge For WHETHER IT IS FROM TECHNOLOGY CHANGES, COMPETITIVE PRESSURE OR CHANGES OF CUSTOMER EXPECTATIONS, EVERY BUSINESS IS IN CONSTANT DANGER OF BECOMING A COMMODITY. REALISING THAT...
Creating Fans, Not Customers
CIO SURVIVAL GUIDE PART 5: CREATING MEANINGFUL CUSTOMER EXPERIENCES Creating Fans, Not Customers MANAGING THE CUSTOMER EXPERIENCE IS QUICKLY BECOMING A FUNDAMENTAL SURVIVAL SKILL FOR COMPANIES IN EVERY INDUSTRY. THE ENTIRE BOARD MUST BE ACTIVELY INVOLVED AS THIS SPANS...
People Are Not Machines
CIO SURVIVAL GUIDE PART 4: CONTRIBUTING TO A POSITIVE EMPLOYEE EXPERIENCE People Are Not Machines THE EMPLOYEE EXPERIENCE IS WHERE THE CUSTOMER EXPERIENCE BEGINS. CARING FOR YOUR CUSTOMERS IS SOMETHING YOUR EMPLOYEES MUST GENUINELY WANT TO DO. AS THE CIO, YOU CAN...
B Ready For Relationships
CIO SURVIVAL GUIDE PART 3: MAINTAINING EXCELLENT CUSTOMER RELATIONSHIPS B Ready For Relationships BEING IN A RELATIONSHIP IS HARD WORK. THE INCREASING DEMANDS ON EVERYONE’S TIME MAKES IT DIFFICULT FOR PEOPLE TO INVEST IN RELATIONSHIPS. STRONG EMOTIONAL CONNECTIONS...
Hire the Smile, then Train the Skill
CIO SURVIVAL GUIDE PART 2: DELIVERING EXCELLENT CUSTOMER SERVICE Hire the Smile, then Train the Skill TODAY’S CUSTOMERS DEMAND EVERYTHING. THEY DEMAND SERVICE INFORMATION ON AN ALMOST REAL-TIME BASIS, DELIVERED TO THE DEVICE OF THEIR CHOICE, AND AT A TIME WHICH...
Happy Customers Have More Fun
CIO SURVIVAL GUIDE PART 1: DESIGNING GREAT USER EXPERIENCES Happy Customers Have More Fun THERE WAS A TIME WHEN THE USERS OF YOUR SYSTEMS WERE YOUR EMPLOYEES. NOW, YOUR USERS ARE PRIMARILY YOUR BUSINESS’S CUSTOMERS. TO THEM YOUR COMPANY MAY ONLY BE YOUR WEBSITE OR AN...
Driven to Succeed
This article was originally published in the IBM Systems magazine. Driven to Succeed February 2005 | by Jim Utsler In today’s world of fiscal belt tightening, many organizations focus almost primarily on cost cutting as a way to meet managerial and board requests for...