Is BCE just for B2C?
Starbucks, Virgin, Gap...we all know examples of a successful Branded Customer ExperienceŽ in the Business to Consumer world but can the principles of BCE be applied with just as much success in the Business to Business world? This article, originally published in FORUM INSIGHTS, examines the dynamics and potential of delivering a B2B Branded Customer ExperienceŽ.
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How Healthy is Your Brand?
A recent MIT study indicates that twice as many customers are spending more on "healthy" brands than on the lowest-performing brands. This article, originally published in FORUM INSIGHTS, will examine how you can impact your brand health through an improved customer experience?
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Achieving Predictability or Creating Advocates: Are they mutually exclusive?
While trying to achieve organic growth should you focus on delivering a predictable experience or on creating advocates? This article, originally published in FORUM INSIGHTS, examines whether you can decide between these two options and if so, how.
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Growing Your Company Through Customer Focus: What does it take?
Unwavering customer focus is key to driving and sustaining profitable growth for organizations. Forum's research emphasizes this importance and also reveals what customer-centered, growing companies do differently.
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The Customer Experience: People Make the Difference
Customer focus is a critical component of an organic growth strategy, as recent Forum research revealed. This Point of View paper examines the importance of the Branded Customer Experience in achieving organic growth and the central role of leaders in driving it.
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Simplicity 1-2-3: 1 Law, 2 Common Threads, 3 Questions
This article provides 3 questions that will help you incorporate "less" into your business to provide your customers more.
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Leading Organic Growth Through Customer Focus and Innovation: an interview with Clive Chesser
Clive Chesser, International Operations Manager with Haagen-Dazs Shops International recently joined a Forum webinar on Leading Organic Growth. This is the interview with Clive and includes questions posed by the audience after the webinar.
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Leading Organic Growth Through Customer Focus and Innovation: an interview with Clive Chesser
Clive Chesser, International Operations Manager with Haagen-Dazs Shops International recently joined a Forum webinar on Leading Organic Growth. This is the interview with Clive and includes questions posed by the audience after the webinar.
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Recruiting to Type
This Field Notes article, originally published in Forum Insights, examines the importance of establishing a great employer brand to attract the best people and deliver the best customer service.
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Loyalty by Design
Many have pursued customer loyalty with great commitment, but the key questions still lie unanswered: How do you create a level of customer satisfaction that is so strong that customers become your best salespeople? How do you create advocates?
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Uncommon Practice: What Leading Companies Do to Build Customer Loyalty
Countless companies every day miss their opportunity to build profits. The opportunity is there for them to grab, but they don't. Why? Our research suggests that they don't get the right questions lined up with the right answers on how to drive profits. For example, if you ask most executives what they think of when they think of their brand, they will reply with such words as identity, positioning, logos, and signage, but not the customer experience--which in our exemplary companies actually is the brand.
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