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CCC Midterm Material

The document discusses customer engagement strategies, with a focus on using customer stories and experiences to build trust, credibility, and loyalty. It provides examples of how companies like Airbnb, Salesforce, and Dove use customer stories in their marketing. It also discusses the importance of aligning customer and employee experiences during digital transformation initiatives.

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Joelan Abdula
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© © All Rights Reserved
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Download as DOCX, PDF, TXT or read online on Scribd
24 views

CCC Midterm Material

The document discusses customer engagement strategies, with a focus on using customer stories and experiences to build trust, credibility, and loyalty. It provides examples of how companies like Airbnb, Salesforce, and Dove use customer stories in their marketing. It also discusses the importance of aligning customer and employee experiences during digital transformation initiatives.

Uploaded by

Joelan Abdula
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Customer Centric Culture Midterm Reviewer Customer lifetime value is the net profit earned

over the course of a company’s relationship with


 Reviewer will be provided for
the customer.
Midterm ONLY
Examples of companies that invest heavily in
Supply chain - is a network of individuals and
loyalty programs for repeat customer:
companies who are involved in creating a
product and delivering it to the consumer.  Hotel and airline companies (PAL,
Okada, etc)
Having the right type of base supply chain
 Netflix
means:
 Prime
 one that is lean for cost efficiency or
agile for time efficiency
Focus on customer acquisition/attraction
 well-understood by manufacturers.
when:
 a choice that depends on whether the
products are commodities • You’re launching a new product and
need new customers.
Leading global manufacturers have already
• The market share is low.
begun experimenting with high-speed bespoke
• You want to grow your existing
supply chains:
customer base.
 Nike • Your customer churn rate is low.
 Adidas Focus on customer retention when:
 Mattel
• You have a high customer churn rate
Barriers to Adoption: among existing customers
 Companies should be sure how they • Customer acquisition costs are greater
stand to a high-speed bespoke strategy. than user lifetime value
 The issue of additional investment.
• You rely on recurring revenue or want to
 3-D printers
increase revenue.
 Distribution
Understanding the key distinctions between
customer acquisition and customer retention is
Study: might be fill in the blank of T/F
crucial for effective business strategy.
Companies should be wise to ride this newest
Fill in the blanks: GREAT CUSTOMER
wave of digital customer engagement.
SERVICE DOESN’T MEAN THAT THE
Most companies aspire to design goods and CUSTOMER IS ALWAYS RIGHT, IT
services that encourage repeat business. MEANS THAT THE CUSTOMER IS
ALWAYS HONOURED.
Understanding the return on investment (ROI)
for a feature is essential to increasing Enhanced Trust and Credibility - Authentic
profitability. customer experiences about the value of a
product or service.
Increased Engagement - Stories are inherently Communicating the benefits of change to
engaging and can capture attention . employees and being prepared to make hard
decisions are essential strategies to consider.
Better Conversion Rates: Emotional engagement
through storytelling can lead to higher A positive human experience is key to a
conversion rates successful digital transformation, and it's
essential to align customer and employee
Improved Brand Loyalty - feel a deeper
journeys.
connection to the brand, fostering loyalty.
The transformative power of integrating
authentic consumer anecdotes within digital
The Gist (Customer Engagement) outreach efforts cannot be overstated.

 People first. Real-Life Examples of Effective Customer


 Strategies for change. Story Strategies
 Align customer and employee  Airbnb: Airbnb uses customer stories
experiences extensively on its platform and social
media channels.
Three Ways to Tell a Customer Experience  Salesforce: Salesforce’s website features
Story a dedicated section for success stories
from businesses across various
 Persuading key stakeholders industries.
 Engaging empathy for customer pain  Dove: boosting Dove's brand image and
points sales figures.
 Inspiring others

Differentiation - Unique customer experiences


Study: might be fill in the blanks or T/F can differentiate your brand
In the ever-evolving landscape of digital Persistent Relevance - Continuously updating
marketing, brands and companies continuously your repository of customer stories ensures that
seek innovative strategies to connect with their your content remains fresh and relevant
audience.
Social Media Managers – people who curate
Customer stories are narratives that detail a engaging content based on authentic user
customer's experience with a brand's product or experiences
service.
Contact Writers - Crafting compelling narratives
The importance of customer stories lies in their rooted in actual client encounters requires both
ability to build trust and credibility. creativity and analytical prowess.
By showcasing real-life experiences, brands can
transcend mere advertising claims.
5 – 10 points: Site some examples of
People are the most critical factor in successful impressive digital stories that foster deeper
digital transformation initiatives.
connection with consumers?
Explain.

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