Posts Tagged ‘customer experience’

Consumers today are more demanding than they ever have been before. They expect conveniences, easy access, choices and leverage the internet to find the best value. Regardless of the industry, consumers are drivers of change and organizations are identifying ways to connect with consumers and deliver a top-notch customer experience. Healthcare marketing executives need to […]

The days of talking to a B2B sales company, working with a call-center and flipping through a catalog are over. B2B buying behavior has drastically changed and are expecting the same customer experience they receive as B2C consumers.  B2B companies are seeing the need to rethink and transform their sales channels and models to incorporate […]

While traditional B2B selling channels have remained the most influential, a combination of ubiquitous digital technologies and increasing buyer expectations have led a rapid shift towards digital B2B commerce. Pure-play retailers like Amazon are using their sizable momentum in the B2C world to double down in the B2B market. These shifts are causing B2B sellers […]

In a recent blog post written by Mark Polly, a Director at Perficient, he discussed how one retailer is delivering a superior customer experience. This retailer, Urban Outfitters tasked Perficient to implement a multichannel fulfillment system with IBM Sterling to improve their customer service. Things they learned over 5 years: Begin training before implementing Clearly identify […]

Prior to the digital age, manufacturers and suppliers produced thick, printed catalogs, employed armies of sales and account managers to build relationships and close deals, and staffed warehouses to deliver on their customers’ needs. Today’s B2B commerce transactions typically involve multiple organizations and cover a complex range of applications that enable organizations to form both […]

Did you ever cram when you were in college?  If you’re like me, you did, and probably on more than one occasion.  There was that big test looming, and well frankly, you just waited a little too late to get started preparing for it.  The night before the exam, you’d spend most of the light […]

At the 2015 Adobe Summit, Todd Copeland of the National Australia Bank described how his organization is able to deliver digital experiences with the speed and velocity that customers expect. As Todd stated, “it’s a pretty simple equation: Less PowerPoints and More Prototypes. Less detailed specifications to justify business cases and more iterative customer testing.” That “simple equation” […]

Daniel Rabbitt over on our Oracle Blog had a great post on winning the customer experience battle. It was good enough that I wanted to summarize it and point you over to the larger post. His basic point is that, “A great customer experience can be an asset more valuable than physical resource or intellectual […]

Imagine you are visiting your favorite store online.  You are looking for something in particular so you use the search item to find it.  The search results not only finds what you are looking for but also shows you correlating items (ie. matching glasses, napking rings, etc. to the plate set you searched for).  The […]

The healthcare industry tends to lag behind other industries when it comes to many things, especially the adoption and implementation of new technologies. There are several factors that contribute to this hesitancy, like the need to adhere to strict privacy and security regulations, new initiatives brought on by healthcare reform and consolidation within the industry. […]

Earlier this week, I discussed the #1 lesson that the healthcare industry could stand to learn from the retail industry. Namely, this include the use of consumer/patient data to understand, motivate, and incentivize true behavior change. In an effort towards true patient engagement, we can use that data for even more. Really with all of […]

Most, if not all, of us have seen the movie Field of Dreams starring Kevin Costner, James Earl Jones, and others.  In the movie, Ray Kinsella, an Iowa farmer, hears a voice whispering, “If you build it, they will come,” a calling to plow his all-important corn crop to build a baseball diamond in the […]