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Tarot and the Hero’s Journey Series – Jessica Davidson
Superb description of the eternal, mythical Hero's Journey; presents symbols in Tarot
hero  journey  soul  spirit  collective  unconscious  ccjung  egypt  europe  tarot  archetype  psychology  astrology  reference  bullsi  mythology 
december 2016 by csrollyson
Describing Personas — Medium
[commented] The dangers of using artificial demographics in #user #experience #design #research
csrblogcomment  design  experiential  social  media  marketing  persona  journey  research  analysis  howto  user  empathy  cx  experience  sochap  2csra  cco  2cdo 
may 2016 by csrollyson
Compass for Better Customer Experience
[commented] Useful: Boost #CX by reorienting B2B #marketing #sales #customer #service around buyer journey
customer  experience  sales  b2b  Q1  2016  journey  service  marketing  alignment  pointofview  empowerment  model  cco  cdo  cmo  ceo  csrblogcomment 
february 2016 by csrollyson
Why Customer Success Means the End of Salespeople | Brian de Haaff | LinkedIn
[commented]Great example of #customer #experience embedded in firm culture: their CS team not driven by $$ but desire to help
customer  success  experience  example  software  b2b  sales  outcome  exceptional  sochap  csrblogcomment  travel  journey  mission  2016  Q1  cco  cdo  2cdo 
february 2016 by csrollyson
Let Customers Decide in a Push Me, Pull Me World
Marketer muses abt customer experience of brand; concludes to let customers have control #kudos
marketing  customer  journey  inbound  outbound  brand  example  Q1  2016  pointofview  sport  cco  cmo  sochap 
january 2016 by csrollyson
The Customer Engagement Model | Nello Franco
Excellent #customer #experience|#success engagement model details phases + interactions
customer  engagement  experience  success  model  howto  enterprise  software  Q1  2015  ROI  journey  cco  strategy  reference  cmo 
january 2016 by csrollyson
7 Technology Trends Transforming Consumer Communication - Salesforce Marketing Cloud Blog
Recap of "7 transformative trends" changing relationships between firms and people + useful journey image
journey  customer  2014  image  digital  transformation  mobile  enterprise  brand  cmo  cco  cdo 
december 2015 by csrollyson
Service Design: A Marketer's Secret Weapon
SUPERB Intro to #service #design for CMOs: valueprop + key tools, examples #kudos @challis
service  design  marketing  artifact  reference  customer  experience  organization  journey  delivery  exceptional  2cco  2cdo  cco  cdo  value  proposition  career 
october 2015 by csrollyson
The Relationship Between Customer Engagement, Loyalty And Revenue
How #customer #loyalty can grow revenue [statistics, process, product]
avocate  marketing  journey  q4  2015  loyalty  customer  experience  b2b  cco 
october 2015 by csrollyson
Journey Mapping the Customer Experience: A USA.gov Case Study
Excellent step-by-step description of gov't mapping for 1 persona + good pics, example #UX #CX #kudos
customer  experience  service  design  casestudy  government  journey  map  q3  2015  infographic  2chcuo  exceptional  website  call  center  email  interaction  cco 
september 2015 by csrollyson
11 most important ecommerce metrics to keep an eye on
List of ecommerce customer acquisition & operations metrics (no discussion or how-to)
ecommerce  list  metrics  customer  acquisition  lifetime  value  journey  clickthrough 
july 2015 by csrollyson
Churn prevention: How Help Scout keeps monthly churn rate below 1%
Interview with founder of customer service startup with 1% churn rate; customer journey experience context
customer  retention  journey  onboard  churn  interview  service  experience  software  product  content  marketing  acquisition  cost  organic  2sbs 
july 2015 by csrollyson
The Scientific Guide to Pinterest Marketing
Excellent guide to using #Pinterest for business includes data, analysis, stats #kudos
pinterest  reference  q2  2014  guide  marketing  analysis  bullsi  comparison  linkedin  twitter  instagram  facebook  statistics  journey  product  brand  color  image  howto  Platform 
march 2015 by csrollyson
10 Reasons Why Losing Your Sh*t Will Make Your Life Come Together
Flat out terse, brilliant and true. It'll resonate with you or someone close to you. Right now #kudos
moratorium  journey  emotion  breakdown  pointofview  howto  exceptional 
february 2015 by csrollyson
Mapping the Customer Experience Journey in the Internet AgeWinTheCustomer!
[commented]How the #customer #journey map is showing its age & what to do about it #kudos @flavmartins
customer  experience  csrblogcomment  omni  channel  journey  map  digital  social  media  store  ecommerce  mobile  relationship  sochap 
october 2014 by csrollyson
The Importance Of Employee Engagement In Digital Customer Experience
YES=>Shows how employee experience affects #customer #experience + examples, links to research
employee  customer  engagement  experience  retail  ecommerce  example  airbnb  store  furniture  journey  research  loyalty  community  starbucks  q4  2014  cmo  marketing  social 
october 2014 by csrollyson
Mobile Customer Experience: 3 Game Changers Revisited [Analyst Blog] - Genesys Blog
USEFUL: USA #mobile displacing email/phone/Website: report shows #omnichannel across #customer #experience lifecycle
customer  experience  adoption  mobile  usa  smartphone  tablet  disruption  website  telephone  email  omni  channel  LBS  journey  life  cycle  Statistics  research  webcast 
september 2014 by csrollyson
Help, I Need a New Lawn Mower – The New Consumer Path to Purchase. | Ignite Social Media
SUPERB educated yet personal account of "social decision journey": note focus on #customer #outcome not product #kudos
customer  experience  usecase  outcome  example  exceptional  home  residence  lawn  casestudy  journey  retail  omni  channel  ecommerce  family  decision  consumer 
august 2014 by csrollyson
Influencer Marketing: The Biggest Mistake You Can Make
Useful: How #marketing thinking can sabotage attempts at #influencer engagement & #sales results
influencer  advocate  marketing  pointofview  klout  q3  2014  customer  journey  2sbs 
august 2014 by csrollyson
What’s your COI—or ‘cost of ignoring’? — Gigaom Research
CMOCouncil report: State of #SocialMedia at auto brands/carmakers: doesn't say it but implies #relationship is key Thx @dgingiss
automotive  social  media  report  research  summary  brand  CMO  journey  customer  experience  service  loyalty  deal  channel  strategy  q1  2014  2cdo  business  digital  relationship  trust  2sbs 
march 2014 by csrollyson
Consumer decision journey
Great use of pinterest by management consultancy: trove of infographics re: customer decision journeys
pinterest  platform  b2c  b2b  customer  client  journey  infographic  mckinsey  management  consulting  example 
january 2014 by csrollyson
Big Data & Big Profits: The One Infographic That Will Show You How to Find $200 Billion | LinkedIn
[commented]#CMO infographic tells a gripping story of the rare #marketing opportunity to improve ROI, featuring #McKinsey analysis #kudos
cmo  CDO  csrblogcomment  digital  big  data  transformation  pointofview  infographic  customer  journey  marketing  analytics  2013  q4  mckinsey  2cdo 
december 2013 by csrollyson
3 Critical & Consistent Elements in a Customer Journey Framework | ClickZ
YES=>Emphasizing that marketers must give #customers empathy & utility to support their journeys #fb
customer  journey  device  mobile  laptop  computer  tablet  pointofview  Experience  empathy  q4  2013  pwc  marketing  2cdo  2csra  digital 
november 2013 by csrollyson
Recasting the Retail Store in Today’s Omnichannel World - Paper - A.T. Kearney
Discusses the value of physical stores in an #omnichannel world; references AT Kearney research Q1 2013, gives examples
omni  multi  channel  retail  store  q4  2013  atkearney  network  geography  journey  entertainment  industry  comparison  analysis  mobile  ecommerce  Statistics  UK  USA  example  cdo  digital 
october 2013 by csrollyson
How IT buyers communicate and purchase is shifting
IBM statistics on I.T. buying patterns shifting to digital and Inside Sales #kudos #fb
b2b  sales  inside  cloud  ecommerce  mobile  infographic  ibm  example  buying  journey  disruption  q3  2013  digital  business  social  network  adoption  2csra 
august 2013 by csrollyson
The coming era of ‘on-demand’ marketing | McKinsey & Company
Superb analysis of the digital marketing environment—and need for Chief Digital Officers—no mention of omnichannel by name but describes concept #cdo
cdo  marketing  digital  big  data  social  media  ecommerce  mobile  usecase  customer  decision  journey  workstream  example  bank  retail  apparel  q2  2013  vision  analysis  2blog  experience  integration  promotion  omni  channel  foundation 
april 2013 by csrollyson

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