My first site was Helping Hand, which curated the best sites from around the web to help people with their computers and navigate resources on the Internet. Years later, I sold the domain to a company that helped folks quit smoking, one of my first big contracts. Instead, CSPs need to optimize and innovate less obvious areas of experience, in a way that customers value but their competitors don’t offer. The Martech Zone is owned and operated by DK New Media, LLC, a company I started in 2009. After working with virtually every major online marketing department in my tenure at ExactTarget and launching Compendium, I knew there was a great demand for my expertise and guidance within such a complex industry. Martech Zone was founded by Douglas Karr and operates under his company, DK New Media, LLC, a proud Veteran-Owned and Operated organization.
- Laura Broers is Calvi’s Marketing and Communications Specialist, joining Calvi after completing a degree in communications.
- The Martech Zone is owned and operated by DK New Media, LLC, a company I started in 2009.
- I was all over the place and mostly wrote for myself – without much of an audience.
- How it deals with this challenge is critical to its long-term prosperity.
- Highbridge, my agency with two other partners, helps companies maximize their investment in sales, marketing, and related products.
- It is necessary to deliver a superior brand experience, but CX alone is not enough to do so.
In this regard CX might be described as a customerfocused way to improve processes and service delivery, as distinct from service blueprint design which is an internally focused approach to improving those same things. Billing experience (BX) is one of the most critical and overlooked components of customer experience. Improving your BX performance can significantly enhance key customer, commercial and operational performance metrics. An evolution of CX, BX is a more holistic approach that allows organizations to become customer-obsessed and reignite growth. In fact, 77% of CEOs said their company will fundamentally change the way it engages and interacts with its customers. Laura Broers is Calvi’s Marketing and Communications Specialist, joining Calvi after completing a degree in communications.
Empowering Success: The Crucial Role of Stakeholder Involvement and Alignment in Rapid Business Planning
15% of the global population has some form of disability, including visual, auditory, or cognitive disabilities. In many countries, it’s now a legal requirement to ensure that people with disabilities can access the information they need. DK New Media oversees my consulting, publications, podcasts, workshops, webinars, and speaking opportunities. Highbridge, my agency with two other partners, helps companies maximize their investment in sales, marketing, and related products. We offer integration, migration, training, strategic consulting, and custom development. Sign up and excerpts of all our articles are delivered to your inbox every Monday morning.
CSPs should also have a clear view of how components work together, and impact one another, in order to deliver that all-important market-leading CX performance. After reading Naked Conversations, I was motivated to better brand and control the content on the site. I also wanted more control over the look and feel of my blog, so I moved to my domain in 2006 and built my first WordPress site. Since I was focused on marketing technology, I didn’t want the domain with my name to get in the way, so I moved the site (painfully) to its new domain in 2008 where it’s grown ever since.
The Workplace as an Experience Centre
With her passion for improving the billing experience, Laura is great at putting herself in the customers’ shoes to help CSPs think about how they can improve their billing communications. While both brand experience and customer experience are most certainly related, CX is just one function of the holistic brand experience, and marketers would be wise to treat it as such. Profitable business strategies are usually built on differentiation. I began blogging on Blogger and waxed poetic about everything from politics to Internet tools.
- But AI promises to change all that – streamlining processes, lowering operational costs, and creating new value from data-driven insights.
- An evolution of CX, BX is a more holistic approach that allows organizations to become customer-obsessed and reignite growth.
- 15% of the global population has some form of disability, including visual, auditory, or cognitive disabilities.
- Brand experience (BX) and customer experience (CX) are terms that are sometimes used interchangeably.
This means brand experience is interested in the consumer long before they ever even become a customer. CX helps to improve individual transactions the customer has with the brand. It focusses on consumers only after they have become actual customers, and aims to ensure they experience the best possible service at every stage of the purchase journey, across every touchpoint.
AI is poised to transform the billing experience – so long as it can get the data
The full impact of a suboptimal billing experience (BX) – what customers perceive and feel when they receive a bill or invoice – is often not fully appreciated. Departmentalization and siloed operations mean that many service providers do not understand just how much a negative billing experience is impacting across their own organization or on the CX being delivered. This is because BX is usually treated as a standalone process, disconnected from wider CX goals and strategies. As a result, bills have become CX blackspots that negatively impact how customers feel about their CSPs, with a subsequent knock-on effect on internal CSP operational and commercial goals. We believe the billing experience should be viewed as an integral element of the customer journey.
When these objectives have been met, the bill has successfully served its purpose. As such, innovating BX offers a unique opportunity to significantly improve the overall business performance being delivered, as well as providing a powerful point of differentiation. And the good news is that improving BX not only delivers a wide range of positive impacts across the organization, but can be improved quickly and cost-effectively without the need to undergo an entire billing transformation.
Brand experience (BX) and customer experience (CX) are terms that are sometimes used interchangeably. However this is not only incorrect, but is also a common source of confusion. Billing and invoice processing are burdensome and complex tasks for both the service provider and the customer. But AI promises to change all that – streamlining processes, lowering operational costs, and creating new value from data-driven insights.
BX
It recognises that brand perception is influenced by brand communications and the customer experience, across both physical and digital spaces, and brought to life through brand activations at every stage of the purchase journey. It is necessary to deliver a superior brand experience, but CX alone is not enough to do so. Brand experience by contrast takes a much more holistic view of the brand. It incorporates every possible interaction the consumer can have with the brand, and how this informs brand perception.
The cost-of-living crisis is putting up operational costs for service providers, while soaring inflation is placing large sections of its customer base (both B2B and B2C) under pressure. How it deals with this challenge is critical to its long-term prosperity. Philipp Reischauer, Business Consultant at Calvi, spoke about the bill’s role in solving this dilemma.
Bills lie at the very heart of the commercial relationship with the customer. The first bill is a vital step in setting the tone of the entire customer relationship. Subsequent bills are the most frequent touchpoints CSPs have with their mid-lifecycle customers. But bills are also the biggest cause of customer frustration and the number 1 driver of contact center traffic.
Unleashing the Power of Emotions: The Science Behind Building Lasting Brand Connections
I was all over the place and mostly wrote for myself – without much of an audience. I belonged to a Marketing Book club in Indianapolis that quickly grew out of control. Over time, I discovered that more and more of the group were coming to me for technology advice. The combination of my technology background and my business and marketing acumen was in high demand as the Internet rapidly changed the industry. Therefore, optimizing CX requires CSPs to understand the contribution of each touchpoint and component of experience – ensuring it is intentionally-designed and performing as expected.
