ºÝºÝߣshows by User: philippklaus / http://www.slideshare.net/images/logo.gif ºÝºÝߣshows by User: philippklaus / Sun, 29 Jun 2014 11:21:25 GMT ºÝºÝߣShare feed for ºÝºÝߣshows by User: philippklaus Customer experience transformation utilities june 25th 2014 copy /slideshow/customer-experience-transformation-utilities-june-25th-2014-copy/36433520 customerexperiencetransformation-utilitiesjune25th2014copy-140629112125-phpapp01
Understanding the financial value of customer experience: from regulatory pressure to ROI With the huge push factor of regulatory pressures forcing utilities professionals into improving customer experience, it is critical to focus upon the pull factors of a customer experience strategy for increasing profit. Maximising the true value of the customer experience industry Investing in your customer experience strategy to improve customer service and maintain existing customers Developing a competitive edge through customer experience. What plans and strategy do you need in place? Professor Dr Phil Klaus Lecturer and World Leading Expert in Customer Experience]]>
Understanding the financial value of customer experience: from regulatory pressure to ROI With the huge push factor of regulatory pressures forcing utilities professionals into improving customer experience, it is critical to focus upon the pull factors of a customer experience strategy for increasing profit. Maximising the true value of the customer experience industry Investing in your customer experience strategy to improve customer service and maintain existing customers Developing a competitive edge through customer experience. What plans and strategy do you need in place? Professor Dr Phil Klaus Lecturer and World Leading Expert in Customer Experience]]> Sun, 29 Jun 2014 11:21:25 GMT /slideshow/customer-experience-transformation-utilities-june-25th-2014-copy/36433520 philippklaus@slideshare.net(philippklaus) Customer experience transformation utilities june 25th 2014 copy philippklaus Understanding the financial value of customer experience: from regulatory pressure to ROI With the huge push factor of regulatory pressures forcing utilities professionals into improving customer experience, it is critical to focus upon the pull factors of a customer experience strategy for increasing profit. Maximising the true value of the customer experience industry Investing in your customer experience strategy to improve customer service and maintain existing customers Developing a competitive edge through customer experience. What plans and strategy do you need in place? Professor Dr Phil Klaus Lecturer and World Leading Expert in Customer Experience <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/customerexperiencetransformation-utilitiesjune25th2014copy-140629112125-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Understanding the financial value of customer experience: from regulatory pressure to ROI With the huge push factor of regulatory pressures forcing utilities professionals into improving customer experience, it is critical to focus upon the pull factors of a customer experience strategy for increasing profit. Maximising the true value of the customer experience industry Investing in your customer experience strategy to improve customer service and maintain existing customers Developing a competitive edge through customer experience. What plans and strategy do you need in place? Professor Dr Phil Klaus Lecturer and World Leading Expert in Customer Experience
Customer experience transformation utilities june 25th 2014 copy from philippklaus
]]> 681 4 https://cdn.slidesharecdn.com/ss_thumbnails/customerexperiencetransformation-utilitiesjune25th2014copy-140629112125-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Cers 20th anniversary customer experience (cx) seminar phil klaus /philippklaus/cers-20th-anniversary-customer-experience-cx-seminar-phil-klaus cers20thanniversarycustomerexperiencecxseminarphilklaus-140604091307-phpapp02
Based upon his multiple awards-winning research and his forthcoming book 'Measuring Customer Experience' http://tinyurl.com/MeasuringCX, Prof. Dr. Phil Klaus shares how to successfully measure and manage the most profitable Customer Experience (CX) strategies with the attendees of his CX Seminar held during CERS's 20th Anniversary celebration at Hanken. ]]>
Based upon his multiple awards-winning research and his forthcoming book 'Measuring Customer Experience' http://tinyurl.com/MeasuringCX, Prof. Dr. Phil Klaus shares how to successfully measure and manage the most profitable Customer Experience (CX) strategies with the attendees of his CX Seminar held during CERS's 20th Anniversary celebration at Hanken. ]]> Wed, 04 Jun 2014 09:13:07 GMT /philippklaus/cers-20th-anniversary-customer-experience-cx-seminar-phil-klaus philippklaus@slideshare.net(philippklaus) Cers 20th anniversary customer experience (cx) seminar phil klaus philippklaus Based upon his multiple awards-winning research and his forthcoming book 'Measuring Customer Experience' http://tinyurl.com/MeasuringCX, Prof. Dr. Phil Klaus shares how to successfully measure and manage the most profitable Customer Experience (CX) strategies with the attendees of his CX Seminar held during CERS's 20th Anniversary celebration at Hanken. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/cers20thanniversarycustomerexperiencecxseminarphilklaus-140604091307-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Based upon his multiple awards-winning research and his forthcoming book &#39;Measuring Customer Experience&#39; http://tinyurl.com/MeasuringCX, Prof. Dr. Phil Klaus shares how to successfully measure and manage the most profitable Customer Experience (CX) strategies with the attendees of his CX Seminar held during CERS&#39;s 20th Anniversary celebration at Hanken.
Cers 20th anniversary customer experience (cx) seminar phil klaus from philippklaus
]]> 1362 6 https://cdn.slidesharecdn.com/ss_thumbnails/cers20thanniversarycustomerexperiencecxseminarphilklaus-140604091307-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Exploring the role of the online customer experience in the firm’s multichannel strategy – �an empirical analysis of the retail banking sector /slideshow/exploring-the-role-of-the-online-customer-experience-in-the-firms-multichannel-strategy-an-empirical-analysis-of-the-retail-banking-sector/29777157 exploringtheroleoftheonlinecustomerexperienceinthefirmsmultichannelstrategyanempiricalanalysisofther-140107132616-phpapp02
The concept of online customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb online experiences will influence customers’ behaviour, most of the research focuses solely on the customer perspective rather than the firm’s strategic viewpoint. This study investigates current strategies of retail banking service, developing a much-needed typology of such practices. Based on in-depth interviews with senior executives, using the Emerging Consensus Technique (ECT) method, we explore firms offering more and more sophisticated online tools to compete for contemporary, digitalized customers. We propose a typology of online channel strategies and management based on five dimensions: (1) key objectives; (2) business processes; (3) benefits; (4) integration; and (5) outlook. Three emerging categories differentiate strategies and practice into introducers, converters and integrators. We highlight current and future roles of online channels, social media and their strategic implications for the financial services sector.]]>
The concept of online customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb online experiences will influence customers’ behaviour, most of the research focuses solely on the customer perspective rather than the firm’s strategic viewpoint. This study investigates current strategies of retail banking service, developing a much-needed typology of such practices. Based on in-depth interviews with senior executives, using the Emerging Consensus Technique (ECT) method, we explore firms offering more and more sophisticated online tools to compete for contemporary, digitalized customers. We propose a typology of online channel strategies and management based on five dimensions: (1) key objectives; (2) business processes; (3) benefits; (4) integration; and (5) outlook. Three emerging categories differentiate strategies and practice into introducers, converters and integrators. We highlight current and future roles of online channels, social media and their strategic implications for the financial services sector.]]> Tue, 07 Jan 2014 13:26:16 GMT /slideshow/exploring-the-role-of-the-online-customer-experience-in-the-firms-multichannel-strategy-an-empirical-analysis-of-the-retail-banking-sector/29777157 philippklaus@slideshare.net(philippklaus) Exploring the role of the online customer experience in the firm’s multichannel strategy – �an empirical analysis of the retail banking sector philippklaus The concept of online customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb online experiences will influence customers’ behaviour, most of the research focuses solely on the customer perspective rather than the firm’s strategic viewpoint. This study investigates current strategies of retail banking service, developing a much-needed typology of such practices. Based on in-depth interviews with senior executives, using the Emerging Consensus Technique (ECT) method, we explore firms offering more and more sophisticated online tools to compete for contemporary, digitalized customers. We propose a typology of online channel strategies and management based on five dimensions: (1) key objectives; (2) business processes; (3) benefits; (4) integration; and (5) outlook. Three emerging categories differentiate strategies and practice into introducers, converters and integrators. We highlight current and future roles of online channels, social media and their strategic implications for the financial services sector. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/exploringtheroleoftheonlinecustomerexperienceinthefirmsmultichannelstrategyanempiricalanalysisofther-140107132616-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> The concept of online customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb online experiences will influence customers’ behaviour, most of the research focuses solely on the customer perspective rather than the firm’s strategic viewpoint. This study investigates current strategies of retail banking service, developing a much-needed typology of such practices. Based on in-depth interviews with senior executives, using the Emerging Consensus Technique (ECT) method, we explore firms offering more and more sophisticated online tools to compete for contemporary, digitalized customers. We propose a typology of online channel strategies and management based on five dimensions: (1) key objectives; (2) business processes; (3) benefits; (4) integration; and (5) outlook. Three emerging categories differentiate strategies and practice into introducers, converters and integrators. We highlight current and future roles of online channels, social media and their strategic implications for the financial services sector.
Exploring the role of the online customer experience in the firm’s multichannel strategy – an empirical analysis of the retail banking sector from philippklaus
]]> 708 4 https://cdn.slidesharecdn.com/ss_thumbnails/exploringtheroleoftheonlinecustomerexperienceinthefirmsmultichannelstrategyanempiricalanalysisofther-140107132616-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 https://public.slidesharecdn.com/v2/images/profile-picture.png https://cdn.slidesharecdn.com/ss_thumbnails/customerexperiencetransformation-utilitiesjune25th2014copy-140629112125-phpapp01-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/customer-experience-transformation-utilities-june-25th-2014-copy/36433520 Customer experience tr... https://cdn.slidesharecdn.com/ss_thumbnails/cers20thanniversarycustomerexperiencecxseminarphilklaus-140604091307-phpapp02-thumbnail.jpg?width=320&height=320&fit=bounds philippklaus/cers-20th-anniversary-customer-experience-cx-seminar-phil-klaus Cers 20th anniversary ... https://cdn.slidesharecdn.com/ss_thumbnails/exploringtheroleoftheonlinecustomerexperienceinthefirmsmultichannelstrategyanempiricalanalysisofther-140107132616-phpapp02-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/exploring-the-role-of-the-online-customer-experience-in-the-firms-multichannel-strategy-an-empirical-analysis-of-the-retail-banking-sector/29777157 Exploring the role of ...