CUSTOMER EXPERIENCE NEWS YOU NEED TO KNOW.

Week of August 15-20, 2016.

customer experience McKinsey

McKinsey Executives Share How to Achieve a Great Customer Experience.

In today’s business climate, it’s all about differentiation. How are you differentiating your company from your competitors? Forget product features and price. It’s all about providing an extraordinary customer experience – not just one time, but every time. 

But do you know what your customers want? Best of breed companies ask that question every day because they understand that, in reality, they are in the customer experience business no matter what product or service they may offer.

This CEO guide to customer experience taps leading experts to uncover the essentials of customer interaction and the necessary actions which must be taken to transition your business into a customer-focused organization which drives maximum growth.  via McKinsey & Company

channel partners smbs cyber crime

5 Easy Things Channel Partners Can Do to Protect Customers Against SMB Security Threats.

It seems as though stories on data security threats and vulnerabilities are in the news almost every day. Large enterprises tend to be the companies who proactively work to mitigate these threats at their organizations but a majority of SMBs (small and mid-size businesses) don’t take these threats seriously – believing that since they are so small and not a well-known company, they are not a target. They are also not aware of the full scope of today’s cyber defenses, believing that simple anti-virus software and a firewall is sufficient.

A recent Ponemon study revealed that more than 50 percent of 600 SMBs in North America have been breached over the last 12 months, and only 14 percent of these companies rate their ability to mitigate cyber-attacks as highly effective. In this environment, it’s not a matter of if an SMB will be threatened but when it will be threatened, so it is imperative that they be as attentive to potential cyber-crime as their enterprise counterparts. The challenge is their limited amount resources to protect themselves. When speaking with your SMB clients, here are the most important vulnerabilities to focus on and how you should position your business as the one that can help protect their company, their employees, and their customers.  via The VAR Guy

marketing fundamentals digital age

7 Universal Marketing Truths that Still Pack a Punch. 

There is a major evolution going on in marketing. The way businesses market their products and services today is completely different than it was even a few short years ago. The tables have turned and consumers are now in charge of the buying process – not the marketers. “Digital” is the watchword for this change as the use of smartphones, tablets, and other mobile devices, cloud computing, and subscription services for all sorts of products, have totally changed the way consumers buy.

Marketers need to understand how to effectively communicate in this changing world. Though technology is quickly changing the way we play the game, there are still some fundamental principles of effective marketing and customer experience that are still as relevant today as ever before.  Let’s review 7 marketing truths that still provide the most value to customers.  via Microsoft Partner Network 

customer experience management

It Takes Teamwork: Customer Experience Management and the Little Red Hen.

Think back, to your favorite childhood nursery rhymes and you’ll no doubt recall the lesson learned from the Little Red Hen. She and her brood of chicks planted and cultivated the corn, harvested it, made it into batter and baked it into delicious bread. Suddenly, the other farmyard animals — who had stood around refusing to help while she and the chicks did all the work – also wanted to enjoy some of the coveted cornbread.

There’s a nice metaphor here that can be applied to the development and execution of customer experience management programs, particularly the elements that are dependent upon skilled, user-friendly data development and management. Think of customer experience results as the cornbread. A lot of work has to go into making the customer experience project a success. But is everyone willing to share in the responsibility? When these programs fail to meet ROI and other objectives, as they are considered to do in 60% to 80% of the cases, no one wants to take responsibility for strife and under-performance. In fact, many are quick to point fingers and cast blame. However, when these programs go well, and when benefits are reaped, then everybody wants to take credit and share in the results: everyone wants a piece of cornbread.  Read move. via Beyond Philosophy

sales marketing collaboration

How Can Sales Teams Improve Their Collaboration with Marketing?

“No game plan”  “No strategy”  “A team of individuals”  “No synergy”
This is the relationship that a lot of sales and marketing departments have with each other.

Sales and marketing can be compared to brothers and sisters. One minute they are at each other’s throats, sabotaging their own success because they want to be right. In the next breath, they pull together to be so strong that nothing could break that bond.
Sales and marketing, when working well together can take on the world. When they don’t, there is only one loser and that’s your company.

So what does it mean for “sales and marketing working well together?”  Here’s what it means.  via MyCustomer     


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