MIT Sloan Management Review
The Magic That Makes Customer Experiences Stick
Summary · 15+ min · · Businesses are discovering the power of emotion to forge memorable customer experiences, inspire loyalty and influence purchasing decisions. Drawing from behavioral and quantitative research as well as marketing strategies from automaker Ferrari, watchmaker A. Lange & Söhne, and other high-performing companies, Harvard Business School professor Stefan Thomke delves into the psychology and power of emotional customer experiences in this insightful article for MIT Sloan Management Review. · Shared by 218, including Bill Quiseng, Marsha Collier, Antonio Vieira Santos, Niklaus Gerber, Thomas Billeter, Jeanne Bliss, Annette Franz, CCXP, Jonathan Kogan, Steven Sinofsky, Clemens, Glenn Oberholzer, Johannes Dornisch, getAbstract, Bernhard Huessy, Patrick Walsh, Cătălina Movileanu, Denise Lee Yohn, Bob Sutton, Kelly Hungerford
Visual Capitalist
The 8 Major Forces Shaping the Future of the Global Economy
11+ min · · This special feature uses powerful charts and infographics to visualize the eight major forces that are shaping our global economy and the business landscape. · Shared by 208, including Dominik Grolimund, Javi Cantón @javicanton@mas.to, Zain Fathoni, Oliver Ewinger, Ines Bieler, Johannes Lenz, Bernhard Huessy, Katja Evertz, Raphael Bratschi, Ron McIntyre, Andreas Heer, Antonio Vieira Santos, Nico Müller 🇺🇦, Quim, Jonathan Kogan, 📁𝐦𝐫𝐯𝐧, Björn Ognibeni, Connecticut SEO, Pieter van Diggele, Mark Kaigwa
youtube.com
Selling A No-Code Business To Building Airtable from $0 to a $6 Billion Unicorn with David Peterson
· Selling A No-Code Business To Building Airtable from $0 to a $6 Billion Unicorn with David Peterson: https://youtu.be/IC-B0QaoQ80#b2b #business #creator #cre... · Shared by 191, including Jonathan Kogan
Forbes
Five Trends Shaping The Future Of Customer Experience In 2020
6 min · · For the fifth year in a row, my annual customer experience predictions. · Shared by 168, including Meghan M. Biro ⚡️, Bob E. Hayes, Blake Morgan, Tony Restell, Bill Quiseng, Jonathan Kogan, Edney Souza 🧙♂️, Dan Gingiss, Damien de France 🌍 🕊️🇺🇦, Jacob Morgan, 🇺🇦Evan Kirstel #B2B #TechFluencer, Birgit Schefer, Brian Laung Aoaeh, CFA, Tamara McCleary, Marsha Collier, Johannes Dornisch, Chris Agro | Agrotising
Stratechery
Passport
7 min · · Announcing Passport, the new infrastructure supporting Stratechery. · Shared by 166, including Mathew Ingram, Noah Chestnut, Ernie Smith is also @ernie@writing.exchange, Semil, Ben Thompson, Casey Newton, Eduard Banque, Chris Messina, Jonathan Kogan, Scott Monty, Thomas Knüwer
thetilt.com
New Research: The Creator Economy Is Driven by the Content Entrepreneur
4 min · · In new research, content entrepreneurs share who they are, how they grow their content business, what motivates them, and more - The Tilt · Shared by 164, including Joe Pulizzi, Neal Schaffer | ニール・シェーファー, Thomas Power, 🇺🇦Evan Kirstel #B2B #TechFluencer, Mark Schaefer, Jeremiah Owyang, Jonathan Kogan, Berrak Sarikaya, Andy Crestodina
MarketingProfs
Goodbye Funnel, Hello Flywheel: How to Build the New Customer Experience (CX)
4 min · · New digital experiences have disrupted customer journeys, rendering the traditional funnel obsolete. The new customer journey has more meaningful touchpoints--and increased revenue opportunities. · Shared by 162, including 🇺🇦Evan Kirstel #B2B #TechFluencer, Mark Kaigwa, Gail Gardner, Liliane Ferrari ™, Stephanie A Kowalski, L. Taylor Banks, Michael Musgrove, Jonathan Kogan
uxpin.com
Design is really about solving problems
1 min · · Inspired UX Design is tough with uninspired User Experience Design Tools. That's why UXPin is handcrafted to be robust & elegant - oh, and it's FREE to try! · Shared by 162, including Philippe Gauvin, Jonathan Kogan, Merkstatt@troet.cafe 📯, Sibylle Trenck-Germann, sascha aßbach, yawniek 📯, Abdelsalam Smadi, Dominik Grolimund, Julien Henzelin, Steed Monteiro, Davo ⚡, Fernando Sousa, hiten.eth
Nielsen Norman Group
7 Ways to Analyze a Customer-Journey Map
7 min · · Evaluate your journey map to identify low and high points, failures to set expectations, unnecessary or too long steps, channel transitions, and moments of truth. Use this information to find… · Shared by 143, including CSS Weekly, 🎆 🌸 Samuel Hulick 🌸 🌄, Cory Lebson, Jonathan Kogan, Gabriele, Sandeep Raut, Andreas Staub, MeasuringU, Luca Longo, Harsha Mv, Johannes Dornisch, Howard Getson
Forbes
The One Customer Experience Management Tool That Every CX Leader Must Use
3 min · · Customer experience (CX) leaders must reach for and achieve increasing and evolving levels of CX maturity. That’s why the one customer experience management (CEM) tool that every CX leader must use is… · Shared by 142, including Marsha Collier, Oliver Raduner, Antonio Vieira Santos, Denise Lee Yohn, Shep Hyken, 🇺🇦Evan Kirstel #B2B #TechFluencer, Wilko S. Wolters, Niklaus Gerber, Jacob du Toit, Johannes Dornisch, Bill Quiseng, Aldo Gnocchi, Damien de France 🌍 🕊️🇺🇦, Gabriele, DestoWakabayashi, R.NFT R “Ray” Wang 王瑞光 #1A #AI, Jonathan Kogan
Harvard Business Review
Reinventing the Direct-to-Consumer Business Model
5 min · · Instagram ads and influencer campaigns can only take you so far. · Shared by 131, including Wilko S. Wolters, Marsha Collier, Charles Duhigg, Jennifer Hurst, Mark Kaigwa, Harsha Mv, Richard Joerges, Jonathan Kogan, Spiros Georgiadis
Forbes
Customer Experience Around The World: 25 Examples Of Best Practices You Haven’t Heard Of
5 min · · Customer experience is a global principle. It doesn’t matter where they live or what language they speak, all customers want to feel valued and be provided with convenient solutions. These 25 global… · Shared by 131, including Bill Quiseng, 🇺🇦Evan Kirstel #B2B #TechFluencer, Birgit Schefer, Johannes Dornisch, Marsha Collier, Blake Morgan, Shep Hyken, Gabriele, 瑞拿頭, Jonathan Kogan, Marc R Gagné MAPP, Dan Gingiss, DestoWakabayashi
CSS-Tricks
A Complete Guide to Links and Buttons
20+ min · · Our complete guide to links, buttons, and button-like inputs in HTML, CSS, and JavaScript. · Shared by 130, including Chris Heilmann codepo8@toot.cafe, Marius Bleuer, Chris Coyier, David Hellmann, Marcy Sutton Todd, Joe Lencioni, Yoav Ganbar (🥑 Builder.io/Qwik), Cindy Krum 📱, Zain Fathoni, Davy De Pauw, Jonathan Kogan, Adrian Roselli (no blue check) 🗯, Benoist Lawniczak
hyken.com
20 Ways To Create An Amazing Customer Service Experience In 2020 (Part One)
2 min · · With all the focus on how technology including AI, and personalization, can drive a better customer experience, I wanted to shift my focus back to basics. · Shared by 129, including Jonathan Kogan, Talkwalker, Bill Quiseng, Shep Hyken, Chris Agro | Agrotising, Jeff Toister, Dan Gingiss, Tony Hughes, Mark Kaigwa
eglobalis.com
Customer Experience Best Books of 2019
· Customer Experience Best Books of 2019 -2020 Readings · Shared by 129, including Annette Franz, CCXP, Mark Kaigwa, Philipp Laurim, Adrian Swinscoe, Stephanie A Kowalski, LARRY ELKAN, Jonathan Kogan, Bill Quiseng, Roger Dooley
offscreenmag.com
Offscreen Magazine – The Human Side of Technology
3 min · · A print magazine with a thoughtful, human-centred take on technology and the web. Discover purpose-driven people, products, and ideas that shape the digital age. · Shared by 127, including ̗̀ ̗̀Manuel Marquina, Matt, Rachel Botsman, Thomas Power, Martijn, Max Stoiber, Merkstatt@troet.cafe 📯, Ethan Anderson, Nabeel Hyatt, Bryce Roberts, Andreas Spiegler, fantastic ms., Jonathan Kogan, Rate limit exceeded, David Hellmann, Gui Schmitt, OM, Azeem Azhar, Honza Pav, Ire Aderinokun