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Brand Digital Stories

 Zappos Cx Program – Delighting Customers Brand Digital Stories
Sprint Cx Program – Listen > Think > Empower > Create > Delight Brand Digital Stories
Macy’s Cx Program – M.O.M. Strategy Brand Digital Stories
Zappos.com’s purpose is simple: to live and deliver WOW. And HOW? The 4 “Cs” – Commerce, Customer Service, Company Culture, Community. Brand Digital Stories
Nike Digital is now a $1 Billion per quarter business unit. What is Nike’s Digital; “Consumer Direct Offense” Cx strategy? Brand Digital Stories
How Starbucks drives Customer Experience (Cx) for “18 million Rewards Members”, world’s largest in restaurant industry. Brand Digital Stories
Coca-Cola – how they want to “lift and shift” 21 Brands worth at least $1 Billion, each. Brand Digital Stories
What are the “characteristics” of hugely successful tech companies? Here are “5 Examples” that we all can adopt 💪 Brand Digital Stories
Nike’s “Consumer Direct Offense” Strategy? Brand Digital Stories
Wells Fargo – Well Placed to become Customer-centric Bank. Brand Digital Stories
The Ritz-Carlton Cx Program – Gold Standards Brand Digital Stories
Apple Stores Cx Program – 5 Steps of ServiceNow, let’s see how Steve Jobs and Apple took its inspiration from The Ritz Carlton to a whole new level. Apple has about 453 retail stores with 265 in the US. As you may already know, Apple has most profitable Retail Stores in the world! Many of you who visited Apple Stores must have gone through a distinct experience where the staff (Geniuses) is not interested in selling their products but to build lasting relationships and improving quality of lives through their products. Apple Stores also has something known as Genius Bar; customer support service. For software and services, customers can get support by phone or chat. For product repairs, customers go to support centers (stores) to talk to Geniuses at work. Geniuses are support staff who have extensive knowledge of Apple’s products, and they work with customers face to face to provide technical support and troubleshoot hardware problems. The core of Apple Stores’ success lies in its obsessive culture to serve customers. And the culture is embodied by its staff who are hired for their passion, attitude and spirit than experience, knowledge or degrees. Apple invests tons of money in hiring, training and imbibing the value of creating magical and memorable experiences for its customers. Apple adopted ‘5 Steps of Service’ approach while The Ritz Carlton has 3 steps of service. And these 5 steps use APPLE brand name as acronym/expansion. Let’s see what each of them stands for; A: Approach customers with a personalized, warm welcome P: Probe politely to understand customer’s needs P: Present a solution for customer to take home today L: Listen for and resolve issues or concerns E: End with a fond farewell and an invitation to return Ironically, companies like Apple which does not focus on selling its products ends up becoming one of the most sold, used and valued products/brands in the world. With 5 steps of service approach, we can’t help but end up being Apple customers! Brand Digital Stories
Starbucks Cx Program – Employee Handbook Brand Digital Stories
Walt Disney Cx Program – The Father of Guestology Brand Digital Stories
METRO BANK – DAVID VS. GOLIATH STORY IN UK BANKING INDUSTRY DOMINATED BY FEW GLOBAL BANKS Brand Digital Stories
GIFFGAFF – SHOWS US HOW A ‘COMMUNITY POWERED MODEL’ CAN BE A KEY BUSINESS ENABLER IN A CLUTTERED MOBILE SERVICES MARKET. Brand Digital Stories
WHY DO ORGANIZATIONS NEED CUSTOMER EXPERIENCE MANAGEMENT (CEM) PROGRAM? Brand Digital Stories
CBA – FOCUSING ON ‘COMMON CAUSE’ OF FINANCIAL WELL-BEING OF IT’S CUSTOMERS. Brand Digital Stories
HOW DOES ORGANIZATION’S CUSTOMER-ORIENTED CULTURE DEEPLY IMPACT CUSTOMER EXPERIENCE (CX)? Brand Digital Stories
SPRINT – TEACHES US HOW CUSTOMER EXPERIENCE (CX) CAN BE A STRATEGIC LEVER TO TURN-AROUND THE COMPANY Brand Digital Stories
CUSTOMER EXPERIENCE (CX) AND “CUSTOMER SUPPORT” IN COVID-19 ENVIRONMENT AND WHAT COMPANIES CAN DO ABOUT IT?ServiceNow’s CEO Bill McDermott said “the world will never go back to the way it was” Customer Support : Employees in support are working from home, without full-fledged access to essential tools, impacting their productivity. They are not trained to work remotely impairing their ability to cope with new reality. Further, volume of tickets for support have also increased across the board (refer to the image below). What companies can do now? “Listen and Learn” from their customers. Companies focused on Cx are in a better position than others to understand how customer needs and expectations are swiftly changing. Start shifting to your customer listening strategy immediately: • Use Voice of the Customer platforms to monitor for mentions of the virus and disease in your survey responses. • Tune your social listening platforms to recognise broad trends among your customers and specific inquiries directed to your brand’s Twitter and other social media accounts. • Work with your customer care team to capture and report changes in customer queries and call volume related to COVID-19. #Cx #CustomerSupport #CustomerService #Tickets #HelpDesk Brand Digital Stories
WHAT’S THE IMPACT OF CHINA CORONOVIRUS ON AUSTRALIAN $$$ ECONOMY? Brand Digital Stories
K-MART, A ‘LOW COST’ TO ‘VALUE CLASS’ EXPERIENCE TO CUSTOMERS. Brand Digital Stories
WHAT BUSINESS LEADERS ARE SAYING ABOUT COVID-19 IMPACT ON YOUR BUSINESS? Brand Digital Stories
ROBOTICS PROCESS AUTOMATION (RPA) – PROCESSES EVOLUTION Brand Digital Stories
IT IS TIME ORGANIZATIONS EMBRACE CONTEXTUAL ENTERPRISE MOBILITY Brand Digital Stories
DOES CUSTOMER EXPERIENCE (CX) MAKE ANY “BUSINESS SENSE” AT ALL? LET NUMBERS $$$ DO THE TALKING. Brand Digital Stories
ASSISTED MOBILITY SOLUTION – CUSTOMER EXPERIENCE, COMMERCE & SUPPORT Brand Digital Stories
DO “GLOBAL BRANDS” CARE ABOUT CUSTOMER EXPERIENCE (CX)? LET’S LOOK AT LIVE EXAMPLES. Brand Digital Stories
BUSINESS CASE FOR ROBOTICS PROCESS AUTOMATION (RPA) – INTRODUCING R3+ MODEL (CRITERIA DEFINITION) AND C3 MODEL (BUSINESS BENEFITS). Brand Digital Stories
CAN CUSTOMER EXPERIENCE (CX) DRIVE BUSINESS? Brand Digital Stories
GLOBAL BRANDS. CUSTOMER EXPERIENCE (CX) PROGRAMS. Brand Digital Stories
What does these successful tech companies like YouTube, Instagram and Twitter have in common? Brand Digital Stories
What are the meeting “rules & principles”✍️ 📢 followed by Amazon, Apple, Google, Facebook, Tesla, Virgin? Brand Digital Stories

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