http://www.dancingmango.com/blog/2006/04/03/when-customer-experience-isnt-joined-up/ For more than a decade Marc has been a passionate advocate of placing the customer at the heart of business, working with clients in finance, retail, government and entertainment sectors, helping them craft compelling cross channel customer experiences. Marc champions lean and agile approaches for making customer driven innovation happen. He brings design thinking and creativity to clients, engaging across the organisation with a focus on delivery as well as ideas. He is currently writing a book on Agile Experience Design to be published this Autumn. Sun, 25 Sep 2011 23:33:07 +0000 http://wordpress.org/?v=2.9 hourly 1 http://www.dancingmango.com/blog/2006/04/03/when-customer-experience-isnt-joined-up/comment-page-1/#comment-108608 What’s your social strategy? | dancingmango Wed, 28 Jan 2009 16:50:35 +0000 http://www.dancingmango.com/blog/?p=28#comment-108608 [...] while back I posted about a negative experience with Norwich Union. I blogged about the experience - a few days later I had a comment from their Head of Customer [...] [...] while back I posted about a negative experience with Norwich Union. I blogged about the experience – a few days later I had a comment from their Head of Customer [...]

]]> http://www.dancingmango.com/blog/2006/04/03/when-customer-experience-isnt-joined-up/comment-page-1/#comment-10355 dancingmango » The Total Experience Thu, 15 Feb 2007 12:16:37 +0000 http://www.dancingmango.com/blog/?p=28#comment-10355 [...] Operational excellence So the on-line experience may be compelling, but what happens then. Is the fulfilment channel fulfilling? Is there a promise to deliver goods and is the promised delivered upon? What about support channels? Do they support or do they just pay lip service to the concept? Does the web experience go beyond the web and cross other channels? Can consumers start a journey on the website and seamlessly conclude the experience in store? My blogs on Early Learning Centre, Norwich Union and a seamless experience all touch on operational excellence. Test – measure – refine Underpinning these factors is the need to constantly test what we do. We can all learn from Test Driven Development (TDD); write the test first and only have the confidence to proceed when it passes. How do we know it has passed? Well we need to measure it; we can only know success if we can quantify it. Based upon the feedback we refine; test – measure – refine, a concept core to agile software development practices. [...] [...] Operational excellence So the on-line experience may be compelling, but what happens then. Is the fulfilment channel fulfilling? Is there a promise to deliver goods and is the promised delivered upon? What about support channels? Do they support or do they just pay lip service to the concept? Does the web experience go beyond the web and cross other channels? Can consumers start a journey on the website and seamlessly conclude the experience in store? My blogs on Early Learning Centre, Norwich Union and a seamless experience all touch on operational excellence. Test – measure – refine Underpinning these factors is the need to constantly test what we do. We can all learn from Test Driven Development (TDD); write the test first and only have the confidence to proceed when it passes. How do we know it has passed? Well we need to measure it; we can only know success if we can quantify it. Based upon the feedback we refine; test – measure – refine, a concept core to agile software development practices. [...]

]]> http://www.dancingmango.com/blog/2006/04/03/when-customer-experience-isnt-joined-up/comment-page-1/#comment-191 Darren Cornish Tue, 04 Apr 2006 09:39:00 +0000 http://www.dancingmango.com/blog/?p=28#comment-191 Hi Marc. I am the Head of Customer Experience at NU. Sorry you had such a crappy experience. Would love to talk more. Send me a mail if you get a chance. Thanks, Darren Hi Marc. I am the Head of Customer Experience at NU. Sorry you had such a crappy experience. Would love to talk more. Send me a mail if you get a chance. Thanks, Darren

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