{"id":2431,"date":"2011-06-22T16:30:28","date_gmt":"2011-06-22T20:30:28","guid":{"rendered":"http:\/\/tibetantailor.com\/?p=2431"},"modified":"2011-06-22T16:30:28","modified_gmt":"2011-06-22T20:30:28","slug":"my-notes-from-customer-experience-ecosystem","status":"publish","type":"post","link":"http:\/\/tibetantailor.com\/?p=2431","title":{"rendered":"My notes from “Customer-Experience Ecosystem”"},"content":{"rendered":"

“Why CMOs Must Learn to Understand the Customer-Experience Ecosystem” –\u00a0By Kerry Bodine<\/p>\n

Three main points<\/p>\n

    \n
  1. Tunnel Vision – Organizations are placing too much emphasis on web and social media. That said, I think future CEOs MUST have spent time in the user experience group<\/a> if they want to see things from a “customer experience” POV.<\/li>\n
  2. There is no more “back-stage.”The difference between front stage and back stage is\u00a0disappearing, and with that\u00a0disappearance\u00a0all of your employees are able to both help and hurt your customer experience.<\/li>\n
  3. Ecosystem Mapping – To break out of tunnel vision organizations need to take a different perspective. She calls for understanding it from the customers perspective and to map it out. I was involved with that on some early 2000 work with Ford. A key to it’s success was that we made it circular, so that everyone could\u00a0easily\u00a0see opportunities to influcence repurchase (even before a customer explicity asked for it.) The ecosystem mapping that most consultants do though is too heavy on the process mapping and light on other aspects. I recommend setting analysis such as I did for My Ford<\/a>.<\/li>\n<\/ol>\n

    References & See Also<\/p>\n

    Customer-Experience Ecosystem by Kerry Bodine<\/a><\/p>\n

    My Ford Setting Analysis<\/a><\/p>\n

    Growing Future CEOs: Time in a user experience group will be manditory<\/a><\/p>\n

     <\/p>\n","protected":false},"excerpt":{"rendered":"

    “Why CMOs Must Learn to Understand the Customer-Experience Ecosystem” –\u00a0By Kerry Bodine Three main points Tunnel Vision – Organizations are placing too much emphasis on web and social media. That said, I think future CEOs MUST have spent time in the user experience group if they want to see things from a “customer experience” POV. […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-2431","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"aioseo_notices":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"http:\/\/tibetantailor.com\/index.php?rest_route=\/wp\/v2\/posts\/2431","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/tibetantailor.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/tibetantailor.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/tibetantailor.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/tibetantailor.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2431"}],"version-history":[{"count":9,"href":"http:\/\/tibetantailor.com\/index.php?rest_route=\/wp\/v2\/posts\/2431\/revisions"}],"predecessor-version":[{"id":2440,"href":"http:\/\/tibetantailor.com\/index.php?rest_route=\/wp\/v2\/posts\/2431\/revisions\/2440"}],"wp:attachment":[{"href":"http:\/\/tibetantailor.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2431"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/tibetantailor.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2431"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/tibetantailor.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2431"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}