The first #mistake that companies make is they don't take the time to understand the #customer. #digital #businesstips
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howard tiersky
@tiersky
CEO | Consultant | WSJ Bestselling Author | Top 10 Digital Transformation Influencer
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You can #transform and you can #change. You just have to find the path to overcome all those points of resistance. #digital #DigitalTransformation #business
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The pain of having to deal with the #change sometimes just makes it seem unappealing and so very often people find excuses to not make the big change that they need to make. #Digital #business #DigitalTransformation
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Problem statements, when solved, become a means to achieving #business objectives. #digital #DigitalTransformation
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The single most important thing that any #business can do to drive #success is to think about strategically engineering and then measuring that #customerexperience to make sure it is doing what it is you have strategically engineered it to do. #digital #businessinnovation
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Today’s #consumers don’t believe what you say about your #brand. They believe in the experience your brand delivers. If your brand can’t deliver a fantastic experience, it quickly becomes irrelevant to most of today’s #digital customers. #customerexperience #DigitalTransformation
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Think of any #customerexperience you love.
How did that customer experience get to be so great?
It’s not by having a genius team that got it right the first time. It was through an iterative process of testing, learning, and improvement. #business #digital #innovation
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WORTH A FOLLOW | BOOK PURCHASE
Howard Tiersky IDG Top 10 Digital Transformation Influencers | Author | Speaker
"Winning Digital Customers: The Antidote to Irrelevance"
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Top 100 Innovation and Transformation Articles of 2022 -- bradenkelley.com/2023/01/top-10 -- Curated by Braden Kelley -- #innovation #transformation #change
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The purpose of a #journeymapping exercise is to understand the journey that our customer is already on—what their current strategies and experiences are and how our current touchpoints do or don’t fit into them effectively. #customerexperience #digitaltransformation #business
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Outstanding customer experiences are supported by modern technology stacks that must provide two essential capabilities: secure access from any touchpoint and flexible frameworks that can deliver a broad range of services and capabilities. #customerexperience
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I love to read a good novel but experience has shown me that no matter how well-crafted the story, it’s tough to get people engaged in #customerjourneys that are limited to written text. It’s more effective to create visually rich materials to convey customer journey stories.
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A good #strategy during #customerjourney research is to ask subjects to tell you their stories—to walk you through their recent experiences. Aggregating these examples of specific experiences will enable you to start drafting a set of maps that represent “typical” journeys.
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It’s vital to understand what's good in your customer’s journey to ensure you don’t “mess it up” as you create your new vision. But it’s even more valuable to understand the areas where customers are exerting a lot of effort or are experiencing “pain” in their current journeys.
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Influencing the behavior of customers and prospects in a strategic direction is the single most impactful way to move business levers and, therefore, achieve business success. #DigitalTransformation #businessinnovation
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Never has an organization's digital transformation been without saboteurs; hence, it's crucial to understand these saboteurs' tactics so you can win them over before it's too late. Here are six ways saboteurs sabotage transformations: linkedin.com/feed/update/ur
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Do you still find it difficult to move past the initial stages of team building? Learn more about the Team Maturity Model and how it helps every team with their level of expectation and performance as they mature with Veresh Sita.
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Your competitors are leveraging #digital to drive better #customerexperiences and increased operational efficiencies—enabling them to offer a more compelling value proposition to customers at a lower price. If you aren’t doing the same, it’s going to be tough to remain relevant.
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Whether your business is window washing, restaurant supplies, maritime navigation, or podiatry, your customers’ expectations are digital. #DigitalTransformation #businessinnovation
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In order to be successful at #innovation, you have to be willing to fail. #DigitalTransformation #BusinessInnovation
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Anything is possible, but the real question in business is what is predictable. Products driven by a research-based understanding of the customer are far, far more predictable in their adoption and overall success than those that are not. #DigitalTransformation #businesstips
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Transformation typically involves some level of discomfort, pain, and significant uncertainty. #DigitalTransformation
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Digitally driven companies have dropped legacy products/services & reinvented them for the digital world. They've replaced call centers with chatbots & channels with videos on devices, and it’s all for improving #CustomerExperience by meeting their needs in a better way.
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Before you can design experiences that will drive your desired customer behaviors, you need to understand your customer—what they care about, what kind of pain they are in, and what their unmet needs are.
#CustomerExperience #CustomerSuccess #DigitalTransformation #innovation
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If you use the phrase "thank you for your patience" with your customers, you are doing it wrong. #CustomerService #customerexperience #DigitalTransformation
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Companies can be so familiar with how their business operates that they stop “seeing” the small issues and pain points that may drive their customers away or rack up unnecessary costs. Here are 4 ways you can "see" your company with a fresh set of eyes: wdcpodcast.captivate.fm/episode/what-y
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Contact centers remain a vital component of the customer experience, but if they keep following the rules of the past, they can end up wasting money and annoying customers. Here are four new rules to help contact centers transform in the digital world:
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My friend shared his thoughts on how sustainability efforts are driven by space technologies at Mastercard Academy's Sustainability Week. I did an episode with him where he shares how he creates culture shock & drives change in large corporations.
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John Petta is one of the thirteen pioneer Six Sigma blackbelts and the Vice President of Quality and Operational Excellence at Molex.
In this episode, John shares why it's important for companies to prioritize the few metrics that will get them to 80% of their goal.
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I had the honor of interviewing the President and Chief Research and Analytics Officer of CBS Corporation, Radha Subramanyam.
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Struggling to keep your intranet site alive and active? Here are the best practices I’ve personally observed from dozens of Fortune 500 companies.
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My good friend, Helen Yu, was invited to speak at the Outsmarting Inflation webinar next week. I did an episode with her on my podcast earlier this year that tackles the problems companies face as they begin to scale.
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Your customers are more environmentally conscious. Are you? In the 51st edition of DX Weekly: linkedin.com/pulse/how-digi I share 8 ways digital transformation helps companies minimize their negative environmental footprint.
SUBSCRIBE to stay up to date with the latest content.
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A catchy slogan and an accessible location are no longer enough to be successful in today’s digital world.
Deliver amazing customer experience that justifies your brand claim. Here are a few ways how:
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I am honored to share that my company, FROM The Digital Transformation Agency, was awarded the 2022 New York Award in the Marketing Agency category by the New York Award Program!
My sincerest thanks to The New Award Program for this recognition!
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A catchy slogan and an accessible location are no longer enough to be successful in today’s digital world. In this 50th edition of DX Weekly, I talk about why tagline marketing doesn’t work anymore and what businesses can do instead.
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What you think makes you different could actually be the same differentiators your competitors are using.
Check out these slides to find out exactly how you can truly differentiate your company in the market.
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