Making Meaning: how successful businesses deliver meaningful customer experiences 
Thursday, May 11, 2006, 06:36 PM - Mobile, Mobile Banking, Business Innovation, Customer Experience, Brands, Retail Experience,
An interesting series of Podcasts from Lunar Design. Icon-o-Cast explores and demystifies the world of design.

The latest on 'MAKING MEANING'; is worth checking out.

In a market economy characterized by commoditized products and global competition, how do companies gain deep and lasting loyalty from their customers? The key, argues author Steve Diller, is in providing meaningful customer experiences.

In this episode of Icon-o-Cast, Lunar's John Edson talks with Steve, a partner at Cheskin Research and co-author of Making Meaning: How Successful Businesses Deliver Meaningful Customer Experiences.

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Customer Experience - it's a branding tool? 
Saturday, May 6, 2006, 06:22 PM - Mobile, Mobile Banking, Business Innovation, Brands, , Smart Space, , ,

There are two kinds of CEOs. Those who only aim to deliver numbers and others who swear that ěCustomer Experience is brandingî

Let us see what do customers experience. Read on..

Link to the article on - The Three 'Ds' of Customer Experience: Marketing: HBS Working Knowledge

A recent Bain & Company survey reveals just how commonly companies misread the market. We surveyed 362 firms and found that 80 percent believed they delivered a ěsuperior experienceî to their customers. But when we asked customers about their own perceptions, we found that they rated only 8 percent of companies as truly delivering a superior experience. Clearly, it is easy for leading companies to assume they're keeping customers happy; itís quite another thing to achieve that kind of customer devotion.

Are you surprised? Arenít we ourselves customers buying things or services? How often we get a feeling that we are really buying?

We know the ground reality.

We should also know by now that it takes much much more than marketing people and wild creativity to create and sustain customer experience. We should know that it takes leadership, strategy and supporting business processes that enable talented employees.

And that is quite some hard work. It takes months.. years. It involves business transformation.

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