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Crafting a thriving customer-first ecosystem: Igniting and maintaining a…

- - - - Key Skills for Crafting Customer Solutions Within an Ecosystem:
      - o This study emphasizes the importance of understanding customers as sets of interrelated stakeholders. It identifies key skills for developing and implementing customer solutions within an ecosystem, based on 117 depth interviews across 59 key account service evaluations1.
      - Customer Ecosystems: Exploring How Ecosystem Actors Shape Customer Experience:
      - o This research explores how different actors within a customer ecosystem influence customer experience (CX). It highlights the importance of understanding the customer’s lifeworld and the various actor constellations that shape CXs2.
      - Sustainable Customer Experience: Bridging Theory and Practice:
      - o This study proposes a new concept of Sustainable Customer Experience, based on a structured literature review, qualitative analysis of 20 case studies, and a scenario-based experiment. It aims to define a model for sustainable customer experiences3.
- - - - Get decision makers out of their Ivory towers
      - “back office” functions
    - - annual event alongside customers so that together they discuss learnings from the past year and plans for the next. - Airbnb
        
        Most organizations’ business models probably don’t allow for direct employee-customer contact as organically as Airbnb’s does, but leaders can still facilitate interactions by letting employees observe focus group, sales and support calls, customer visits and ride-alongs, and co-creation labs, and participate in customer events like advisory board meetings and industry conferences
  - - - So Adobe implemented a compensation program tying every employee to the customer. The short-term cash incentive plan reflects the company’s revenue performance as well as customer success measures such as retention. The program not only makes tangible the contributions to the customer that every employee makes but also produces organization-wide alignment because everyone is working toward the same goals.
    - - Training and Development
        Provide employees with the necessary skills and knowledge to deliver exceptional customer experiences
      - Empowerment
        Give employees the autonomy to make decisions that benefit the customer
      - Recognition and Rewards
        Recognize and reward employees who go above and beyond in delivering great customer service
      - Cross-Functional Teams
        Create teams that include members from different departments to collaborate on improving customer experience
      - Feedback Loops
        Establish regular feedback loops where employees can share customer insights and suggest improvements
- - - - Global work well bein report 2024
      - The Indeed Work Wellbeing 100