With unlimited access to information and an abundance of choice among very similar offerings, your customers have the upper hand. In this series, Marcia and Dirk are talking about everything companies need to do to cope in the 'Age of there Customer'.

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Episode 6 - Part 2 - GPS will take you Home (Product Oriented Company vs. Customer Oriented Company)

09:10

Managing Across Borders

Episode 6 - Part 2 - GPS will take you Home (Product Oriented Company vs. Customer Oriented Company)

Why implementing Customer Experience (CX) is such a tough sell to your leadership and how you can convince them anyway.

Episode 6 - Part 1 - The Kelvinator (Product Oriented Company vs. Customer Oriented Company)

11:18

Managing Across Borders

Episode 6 - Part 1 - The Kelvinator (Product Oriented Company vs. Customer Oriented Company)

Building on our discussion from the previous episode, we decided to dive deeper into the decision maker's mindset. Which 'school of thought' influences decisions? Is everyone 'up to date' or are people still living in the 20th century?

12:31

Managing Across Borders

Episode 5 - Birdcage

The blend of good processes and engaged people is how you transform your business. And it’s the leadership you provide, that makes the difference between success or failure. In this episode, we talk about awareness as the first necessary step in every Customer Centricity process.

09:55

Managing Across Borders

Episode 4 - Moments that Matter

Today we want to talk about the memorable events companies are creating as part of their customer experience. There are potentially hundreds or more small and big events or as we call them touchpoints but not all of them are equally important. In fact, only a few selected touchpoints or Moments that Matter carry most of the customer experience. And it's your company's decision, which ones these are. Thank you for watching!

Episode 3B - Conversation about Customer Experience (CX)

17:02

Managing Across Borders

Episode 3B - Conversation about Customer Experience (CX)

What makes you a loyal customer? In preparing for the last episode about Customer Loyalty we've had so many insightful discussions which we felt are worth sharing. In this less scripted, more conversational episode we talk about our personal idea of good customer experiences and what companies need to do to make us loyal customers. Thanks for watching/ listening. #customercentricity #customerexperience #customerloyalty

09:24

Managing Across Borders

Episode 3 - Touchpoints

What makes you decide on a product or service? Today's market has an abundance of options for customers - products and services are becoming very similar. In this episode, we talk about what aspects of the customer experience make your customers return and become loyal.

08:16

Managing Across Borders

Episode 2 - Customer Journey

What Little Red Riding Hood has to do with Customer Journey? In this episode, you'll learn about the importance of building a reliable and repeatable customer experience (that's a pretty broad statement…) more about the idea of the Customer Journey, and what important role it plays in building a relationship with your customers. Thanks for watching it. We welcome your feedback.

06:49

Managing Across Borders

Episode 1 - Everyone is in Sales

We are on a mission to make companies more Customer Centric. In this episode, we explore the idea that no matter what is your position, role, or responsibility in your company, you are in sales.

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Do we need to look at Innovation in a different way?

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Innovation is key: It provides a competitive advantage and it is the differentiating factor between those who thrive and those who fail. ...

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With unlimited access to information and an abundance of choice among very similar offerings, your customers have the upper hand. In this series, Marcia and Dirk are talking about everything companies need to do to cope in the 'Age of there Customer'.

Episode 6 - Part 2 - GPS will take you Home (Product Oriented Company vs. Customer Oriented Company)

Episode 6 - Part 1 - The Kelvinator (Product Oriented Company vs. Customer Oriented Company)

Episode 5 - Birdcage

Episode 4 - Moments that Matter

Episode 3B - Conversation about Customer Experience (CX)

Episode 3 - Touchpoints

Episode 2 - Customer Journey

Episode 1 - Everyone is in Sales

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