In 2013, we have learned that implementing a strategic focus on the customer will help retention, improve brand reputation and increase profits by lowering the customer acquisition cost. This year we have a whole new set of trends that can help you listen and personalize every interaction, giving the customer a better experience.
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
This document maps out a customer's negative experience with a company's dishwasher repair/replacement process. It took months to resolve, with multiple unnecessary service visits and a lack of communication. The customer grew increasingly frustrated as the process involved misplaced records and confusion about next steps. They did not feel their problem was being properly addressed or that the company cared about providing a good experience.
The Customer Experience Compass brings together the key elements that influence the customer experience. This whitepaper describes the elements of the model in more detail to help assess and shape the customer experience roadmap of your organization.
10 Insights to Deliver Amazing Customer ServiceDesk
This document provides 10 tips for delivering amazing customer service:
1. Address customer service issues promptly to maintain loyalty and repeat business.
2. Engage with customers on social media to increase sales by 20-40%.
3. Help customers by providing partial solutions or starting product setup to increase conversions by 78%.
4. Thank customers and fully resolve their problems to increase the likelihood of repeat business by 81%.
5. Respond to customer requests within 5 minutes to meet expectations for fast service.
6. Admit mistakes, find solutions, follow up and avoid overpromising to reduce customer churn.
7. Go above and beyond to solve problems in a shareable way and empower frontline employees
In the year of the customers, executives didn’t decide how customer-centric their companies should be – the customers did. Digital communication channels explode and mobile devices got smarter, customer expectations changed drastically. Customers expected consistent, proactive, personalized service across a growing number of channels, resulting in a positive, pain-free customer experience.
The customers didn't have the time or patience to wait on hold or fumble through clunky IVR systems. Those were obstacles of the past.
These are the top trends I noticed in the customer service domain in 2014.
The Enterprise Feedback Management Guide explains how companies benefit from the use of enterprise feedback management systems (EFM), and how to implement and run an EFM system in your own company.
The Perception Gap: Customer Expectations vs. RealitySogolytics
If your customers aren't getting what they want or need from your busines, they won't be your customers much longer. Learn from your detractors to close the gap between expectations and reality and you'll grow loyalty and revenue.
In 2013, we have learned that implementing a strategic focus on the customer will help retention, improve brand reputation and increase profits by lowering the customer acquisition cost. This year we have a whole new set of trends that can help you listen and personalize every interaction, giving the customer a better experience.
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
This document maps out a customer's negative experience with a company's dishwasher repair/replacement process. It took months to resolve, with multiple unnecessary service visits and a lack of communication. The customer grew increasingly frustrated as the process involved misplaced records and confusion about next steps. They did not feel their problem was being properly addressed or that the company cared about providing a good experience.
The Customer Experience Compass brings together the key elements that influence the customer experience. This whitepaper describes the elements of the model in more detail to help assess and shape the customer experience roadmap of your organization.
10 Insights to Deliver Amazing Customer ServiceDesk
This document provides 10 tips for delivering amazing customer service:
1. Address customer service issues promptly to maintain loyalty and repeat business.
2. Engage with customers on social media to increase sales by 20-40%.
3. Help customers by providing partial solutions or starting product setup to increase conversions by 78%.
4. Thank customers and fully resolve their problems to increase the likelihood of repeat business by 81%.
5. Respond to customer requests within 5 minutes to meet expectations for fast service.
6. Admit mistakes, find solutions, follow up and avoid overpromising to reduce customer churn.
7. Go above and beyond to solve problems in a shareable way and empower frontline employees
In the year of the customers, executives didn’t decide how customer-centric their companies should be – the customers did. Digital communication channels explode and mobile devices got smarter, customer expectations changed drastically. Customers expected consistent, proactive, personalized service across a growing number of channels, resulting in a positive, pain-free customer experience.
The customers didn't have the time or patience to wait on hold or fumble through clunky IVR systems. Those were obstacles of the past.
These are the top trends I noticed in the customer service domain in 2014.
The Enterprise Feedback Management Guide explains how companies benefit from the use of enterprise feedback management systems (EFM), and how to implement and run an EFM system in your own company.
The Perception Gap: Customer Expectations vs. RealitySogolytics
If your customers aren't getting what they want or need from your busines, they won't be your customers much longer. Learn from your detractors to close the gap between expectations and reality and you'll grow loyalty and revenue.
The document discusses building the best customer experience. It covers defining what customer experience means, how it is viewed across different business functions, and putting customer experience planning into action. The planning is broken into four stages: define, build, measure, and personalize. The goal is to research customers, build relationships, measure customer journeys across channels, and tailor experiences based on customer data and interests.
Brand Building in the Customer Experience world!Cloudcherry
The evolution of the customer over the years has meant that organizations need to come up with strategies that are not just out of the box but also ones that improve loyalty and retention rates. At the same time, it's important to have a clear vision and ensure that your employees are aligned to it - that's how great brands happen!
Jet, Set, Go: Customer Experience in Travel and TourismSogolytics
From cabin fever to revenge travel, there are plenty of people around the world anxious to hit the road. Unwinding at a luxury destination or reconnecting with loved ones, though, travelers will be prioritizing safety and customer experience. How can you prepare?
The Butterfly Effect of Customer ExperienceSogolytics
The document discusses the "butterfly effect" of customer experience, where small actions and changes can have large, far-reaching consequences. It states that managing customer experience is an evolving process that requires long-term commitment to shaping interactions. While reshaping the customer journey will take time, companies should begin by identifying their biggest pain points and opportunities to add value through small changes. The key is to incorporate feedback, monitor changes, and remember that customer experience influences perceptions and inspires loyalty through many small instances that make up the overall brand experience.
The document provides 10 rules for gathering customer feedback:
1. Make customers feel important
2. Gather feedback at every opportunity
3. Encourage customers to provide anonymous feedback through third parties
4. Customer feedback does not require large expenditures
5. Make providing feedback easy through various channels
6. Incentivize customers to provide feedback
7. Involve customers in directing the business
8. Create a feedback loop by thanking customers and updating them
9. Share customer feedback throughout the organization
10. Use feedback to make quick changes
The document discusses how to create loyalty through positive customer experiences. It recommends identifying, evaluating, and enhancing the current donor experience. Some key tips include treating customers well, establishing personal connections through social media and mailings, making the website easy to donate and learn about the organization's goals, and surveying customers to understand their experiences. The overall message is that enhancing the donor experience through small improvements can significantly increase loyalty and revenue.
Talkdesk Webinar Series: Drive Growth by Reducing Customer Effort TalkdeskInc
This document discusses how to reduce customer effort when seeking help or support. It recommends taking three steps: 1) ensure service is available when customers need it, 2) create a consistent service experience across channels, and 3) measure ease of use through customer effort scores. Reducing customer effort leads to increased loyalty, growth and competitive differentiation. The webinar promotes Talkdesk, a cloud-based call center solution that allows for real-time, personalized customer conversations across channels to improve support and the customer experience.
The document summarizes key insights from the 2014 Total Customer Experience Summit. It discusses how understanding the customer experience across all touchpoints can impact brands. It then provides 8 insights from the summit on improving the customer experience: 1) Build relationships by understanding customer emotional needs, 2) Give customer service representatives authority to resolve issues, 3) Your brand is how customers feel, 4) Save customers time, 5) Use customer feedback to resolve issues and improve, 6) Map the customer journey to find highlights and trouble spots, 7) Engaged employees are brand ambassadors, 8) Iterate improvements continuously. The overall message is that focusing on the customer experience and relationships can impact brands.
More Information:
https://flevy.com/browse/flevypro/customer-centric-culture-3831
The use of Internet and other online tools have turned consumers to be more empowered and are now shopping differently. Customers are becoming more demanding and accustomed to getting what they want. With greater access to reviews and online rating, customers are better equipped to switch to new products and services. Consumers now want to buy products and services when, where, and however they like. They expect companies to interact with them seamlessly, in an easy, integrated fashion with very little friction across channels.
As customer expectation continue to evolve – accelerated by the amplifying forces of interconnectivity and technology – markets are becoming increasingly fragmented with demand for greater product variety, more price points, and numerous purchasing and distribution channels.
Companies should be able to adapt to these increasingly disparate demands quickly and at scale. Staying close to the customer experience across an increasingly diverse customer base changing over time is no longer a matter of choice. It is a business imperative and a matter of corporate survival.
The Age of the Customer now calls for companies to be a customer-centric company. Successful ones have discovered that building a customer-centric company depends, first and foremost, on building a Customer-centric Culture.
This framework focuses on the building a Customer-centric Culture utilizing the Corporate Culture Framework. The Corporate Culture Framework is anchored on 4 Primary Cultural Attributes and 4 Secondary Cultural Attributes.
The 4 primary Cultural Attributes are critical in building a Customer-centric Culture.
1. Collective Focus
2. External Orientation
3. Change and Innovation
4. Shared Beliefs
Customer-centric organizations also project 4 secondary Cultural Attributes.
1. Risk and Governance
2. Courage
3. Commitment
4. Inclusion
Companies with a Customer-centric Culture can drive superior financial results and a rich source of competitive advantage.
This deck also includes slide templates for you to use in your own business presentations.
Got a question about the product? Email us at flevypro@flevy.com.
Financial services customers and their emotionsRant & Rave
This document discusses the importance of customer emotions in financial services and how to turn transactions into relationships. It argues that while companies already consider emotions in customer experiences, they may not be the right ones. To be successful, companies need to focus on delivering intentional, differentiated experiences that meet customer expectations and exceed them emotionally. This requires measuring customer experiences, having cross-functional governance, and focusing on customers at every stage by considering how changes will make them and employees feel. Getting the functional basics right consistently is key to eliciting the right emotions that drive positive customer behaviors and loyalty.
The power series customer service creating Raving FansRichard Mulvey
This document discusses the importance of creating "raving fans" out of customers rather than just satisfied customers. It emphasizes listening to customers, developing a customer service vision, focusing on products, service, and employees. Complaints should be seen as opportunities and handled respectfully. The goal is to transform customers into advocates who will return and recommend the business to others.
This document outlines Richard Mulvey's Power Series for creating raving fans out of customers. It discusses moving beyond just satisfied customers to develop a customer service vision through getting customer feedback. Key aspects that help create raving fans are focusing on products and services that meet customer needs, having good customer service from employees, and effectively handling complaints. The goal is to transform customers into fans who keep returning and promoting a business through their experiences.
Outside In Customer Experience is a Sydney-based strategy consultancy that combines experience design and commercial strategy to provide retail solutions that improve the customer experience. They recognize that today's customers interact with retailers through multiple channels, so their omni-channel strategy aims to capitalize on improving the customer experience. Outside In CX was launched to develop high-impact customer experience strategies that drive loyalty, attract new customers, and increase sales.
4 User Experience Questions to Include in Your Next UX SurveySogolytics
Make the most of every outreach by using key questions to target opportunities for improvement in your users' experience. If you don't know what's wrong (or right!), how can you decide where to spend your time and energy? Make the most of your resources by using smart surveys to uncover insights.
This is a Futurelab Action Guide I wrote up on the topic of customer centricity.
Before you criticise the small fonts: it's designed for use on a small/computer screen only :-)
The document provides an overview of a customer relations training for supervisors. It discusses defining good customer service, handling different customer personalities, understanding customer needs, and TSD's objectives and key documents regarding customer service principles, strategic plans, and mission/vision. The agenda includes activities on personal and customer personalities, identifying customer groups and needs, and techniques for building rapport and meeting customer expectations.
The document describes a customer centric workshop hosted by MacInnis Marketing. The workshop aims to help companies create a customer-centric culture by defining their values and mapping out the customer journey. Participants review the business model, set goals, and gain insights from customer and employee surveys. Employees learn how their roles impact customers. The full-day workshop, which includes games and team building, maps the customer experience and identifies areas of focus. Participants leave with worksheets, templates, and a written marketing plan to improve customer experience and build an aligned employee culture.
How Surveypal Uses Talkdesk to Increase Customer LoyaltyTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Superior customer experience is the name of the game for Surveypal. Through attractive, cross-device surveys, Surveypal helps companies pull critical insight into the customer journey to create better experiences.
Learn how Talkdesk helped Surveypal:
- Connect to customers with real-time, personalized conversations
- Integrate Salesforce and Zendesk to provide excellent service
- Create a global call center in minutes
This document discusses promoting a business cost effectively through strategic marketing. It emphasizes the importance of understanding customers' needs and motivations for buying. Traditional marketing theories may no longer be effective due to factors like increased choice and less time. Instead, marketing should focus on relevant customer conversations and aligning communications with the customer's buying cycle. The document provides tools for segmentation, developing unique selling propositions, and the marketing mix (product, price, place, promotion). It stresses that differentiation now occurs through interactions with customers and that marketing messages must be customer-relevant to be effective.
The document summarizes key findings from voice of customer (VoC) research and outlines action items for transforming digital customer engagement at MassMutual Retirement Services. The research identified 5 requirements for improving customer experiences: 1) understand how customers define experiences, 2) engagement is now more important than satisfaction, 3) rethink engagement through reciprocity of value, 4) provide truly personalized experiences, and 5) improve multichannel experiences. MassMutual conducted VoC research with consumers and business partners to identify opportunities to better engage customers across digital and multichannel interactions. The summary outlines 12 action items to transform multichannel engagement based on the research findings.
The document discusses building the best customer experience. It covers defining what customer experience means, how it is viewed across different business functions, and putting customer experience planning into action. The planning is broken into four stages: define, build, measure, and personalize. The goal is to research customers, build relationships, measure customer journeys across channels, and tailor experiences based on customer data and interests.
Brand Building in the Customer Experience world!Cloudcherry
The evolution of the customer over the years has meant that organizations need to come up with strategies that are not just out of the box but also ones that improve loyalty and retention rates. At the same time, it's important to have a clear vision and ensure that your employees are aligned to it - that's how great brands happen!
Jet, Set, Go: Customer Experience in Travel and TourismSogolytics
From cabin fever to revenge travel, there are plenty of people around the world anxious to hit the road. Unwinding at a luxury destination or reconnecting with loved ones, though, travelers will be prioritizing safety and customer experience. How can you prepare?
The Butterfly Effect of Customer ExperienceSogolytics
The document discusses the "butterfly effect" of customer experience, where small actions and changes can have large, far-reaching consequences. It states that managing customer experience is an evolving process that requires long-term commitment to shaping interactions. While reshaping the customer journey will take time, companies should begin by identifying their biggest pain points and opportunities to add value through small changes. The key is to incorporate feedback, monitor changes, and remember that customer experience influences perceptions and inspires loyalty through many small instances that make up the overall brand experience.
The document provides 10 rules for gathering customer feedback:
1. Make customers feel important
2. Gather feedback at every opportunity
3. Encourage customers to provide anonymous feedback through third parties
4. Customer feedback does not require large expenditures
5. Make providing feedback easy through various channels
6. Incentivize customers to provide feedback
7. Involve customers in directing the business
8. Create a feedback loop by thanking customers and updating them
9. Share customer feedback throughout the organization
10. Use feedback to make quick changes
The document discusses how to create loyalty through positive customer experiences. It recommends identifying, evaluating, and enhancing the current donor experience. Some key tips include treating customers well, establishing personal connections through social media and mailings, making the website easy to donate and learn about the organization's goals, and surveying customers to understand their experiences. The overall message is that enhancing the donor experience through small improvements can significantly increase loyalty and revenue.
Talkdesk Webinar Series: Drive Growth by Reducing Customer Effort TalkdeskInc
This document discusses how to reduce customer effort when seeking help or support. It recommends taking three steps: 1) ensure service is available when customers need it, 2) create a consistent service experience across channels, and 3) measure ease of use through customer effort scores. Reducing customer effort leads to increased loyalty, growth and competitive differentiation. The webinar promotes Talkdesk, a cloud-based call center solution that allows for real-time, personalized customer conversations across channels to improve support and the customer experience.
The document summarizes key insights from the 2014 Total Customer Experience Summit. It discusses how understanding the customer experience across all touchpoints can impact brands. It then provides 8 insights from the summit on improving the customer experience: 1) Build relationships by understanding customer emotional needs, 2) Give customer service representatives authority to resolve issues, 3) Your brand is how customers feel, 4) Save customers time, 5) Use customer feedback to resolve issues and improve, 6) Map the customer journey to find highlights and trouble spots, 7) Engaged employees are brand ambassadors, 8) Iterate improvements continuously. The overall message is that focusing on the customer experience and relationships can impact brands.
More Information:
https://flevy.com/browse/flevypro/customer-centric-culture-3831
The use of Internet and other online tools have turned consumers to be more empowered and are now shopping differently. Customers are becoming more demanding and accustomed to getting what they want. With greater access to reviews and online rating, customers are better equipped to switch to new products and services. Consumers now want to buy products and services when, where, and however they like. They expect companies to interact with them seamlessly, in an easy, integrated fashion with very little friction across channels.
As customer expectation continue to evolve – accelerated by the amplifying forces of interconnectivity and technology – markets are becoming increasingly fragmented with demand for greater product variety, more price points, and numerous purchasing and distribution channels.
Companies should be able to adapt to these increasingly disparate demands quickly and at scale. Staying close to the customer experience across an increasingly diverse customer base changing over time is no longer a matter of choice. It is a business imperative and a matter of corporate survival.
The Age of the Customer now calls for companies to be a customer-centric company. Successful ones have discovered that building a customer-centric company depends, first and foremost, on building a Customer-centric Culture.
This framework focuses on the building a Customer-centric Culture utilizing the Corporate Culture Framework. The Corporate Culture Framework is anchored on 4 Primary Cultural Attributes and 4 Secondary Cultural Attributes.
The 4 primary Cultural Attributes are critical in building a Customer-centric Culture.
1. Collective Focus
2. External Orientation
3. Change and Innovation
4. Shared Beliefs
Customer-centric organizations also project 4 secondary Cultural Attributes.
1. Risk and Governance
2. Courage
3. Commitment
4. Inclusion
Companies with a Customer-centric Culture can drive superior financial results and a rich source of competitive advantage.
This deck also includes slide templates for you to use in your own business presentations.
Got a question about the product? Email us at flevypro@flevy.com.
Financial services customers and their emotionsRant & Rave
This document discusses the importance of customer emotions in financial services and how to turn transactions into relationships. It argues that while companies already consider emotions in customer experiences, they may not be the right ones. To be successful, companies need to focus on delivering intentional, differentiated experiences that meet customer expectations and exceed them emotionally. This requires measuring customer experiences, having cross-functional governance, and focusing on customers at every stage by considering how changes will make them and employees feel. Getting the functional basics right consistently is key to eliciting the right emotions that drive positive customer behaviors and loyalty.
The power series customer service creating Raving FansRichard Mulvey
This document discusses the importance of creating "raving fans" out of customers rather than just satisfied customers. It emphasizes listening to customers, developing a customer service vision, focusing on products, service, and employees. Complaints should be seen as opportunities and handled respectfully. The goal is to transform customers into advocates who will return and recommend the business to others.
This document outlines Richard Mulvey's Power Series for creating raving fans out of customers. It discusses moving beyond just satisfied customers to develop a customer service vision through getting customer feedback. Key aspects that help create raving fans are focusing on products and services that meet customer needs, having good customer service from employees, and effectively handling complaints. The goal is to transform customers into fans who keep returning and promoting a business through their experiences.
Outside In Customer Experience is a Sydney-based strategy consultancy that combines experience design and commercial strategy to provide retail solutions that improve the customer experience. They recognize that today's customers interact with retailers through multiple channels, so their omni-channel strategy aims to capitalize on improving the customer experience. Outside In CX was launched to develop high-impact customer experience strategies that drive loyalty, attract new customers, and increase sales.
4 User Experience Questions to Include in Your Next UX SurveySogolytics
Make the most of every outreach by using key questions to target opportunities for improvement in your users' experience. If you don't know what's wrong (or right!), how can you decide where to spend your time and energy? Make the most of your resources by using smart surveys to uncover insights.
This is a Futurelab Action Guide I wrote up on the topic of customer centricity.
Before you criticise the small fonts: it's designed for use on a small/computer screen only :-)
The document provides an overview of a customer relations training for supervisors. It discusses defining good customer service, handling different customer personalities, understanding customer needs, and TSD's objectives and key documents regarding customer service principles, strategic plans, and mission/vision. The agenda includes activities on personal and customer personalities, identifying customer groups and needs, and techniques for building rapport and meeting customer expectations.
The document describes a customer centric workshop hosted by MacInnis Marketing. The workshop aims to help companies create a customer-centric culture by defining their values and mapping out the customer journey. Participants review the business model, set goals, and gain insights from customer and employee surveys. Employees learn how their roles impact customers. The full-day workshop, which includes games and team building, maps the customer experience and identifies areas of focus. Participants leave with worksheets, templates, and a written marketing plan to improve customer experience and build an aligned employee culture.
How Surveypal Uses Talkdesk to Increase Customer LoyaltyTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Superior customer experience is the name of the game for Surveypal. Through attractive, cross-device surveys, Surveypal helps companies pull critical insight into the customer journey to create better experiences.
Learn how Talkdesk helped Surveypal:
- Connect to customers with real-time, personalized conversations
- Integrate Salesforce and Zendesk to provide excellent service
- Create a global call center in minutes
This document discusses promoting a business cost effectively through strategic marketing. It emphasizes the importance of understanding customers' needs and motivations for buying. Traditional marketing theories may no longer be effective due to factors like increased choice and less time. Instead, marketing should focus on relevant customer conversations and aligning communications with the customer's buying cycle. The document provides tools for segmentation, developing unique selling propositions, and the marketing mix (product, price, place, promotion). It stresses that differentiation now occurs through interactions with customers and that marketing messages must be customer-relevant to be effective.
The document summarizes key findings from voice of customer (VoC) research and outlines action items for transforming digital customer engagement at MassMutual Retirement Services. The research identified 5 requirements for improving customer experiences: 1) understand how customers define experiences, 2) engagement is now more important than satisfaction, 3) rethink engagement through reciprocity of value, 4) provide truly personalized experiences, and 5) improve multichannel experiences. MassMutual conducted VoC research with consumers and business partners to identify opportunities to better engage customers across digital and multichannel interactions. The summary outlines 12 action items to transform multichannel engagement based on the research findings.
The document discusses several pieces of proposed legislation that could significantly impact the digital marketing industry:
- SOPA and PIPA aimed to expand the ability to fight online piracy but were opposed due to concerns over censorship and free speech. Protests in 2012 caused the bills to be postponed.
- CISPA would allow sharing of internet traffic data between companies and the government to investigate cyber threats, but is opposed by privacy advocates concerned about government surveillance.
- Other legislation mentioned includes Canada's Online Protection and Anti-Spam Law, which could also greatly affect how data is used in digital marketing if it limits data usage. Regulations around data usage and privacy have major implications for data-driven digital marketing business models
Subscribed World Tour Keynote: London, 2015Zuora, Inc.
Zuora CEO, Tien Tzuo, kicks off Subscribed 2015 in London with a powerful keynote addressing the global impact the Subscription Economy is making on businesses, consumers and technology. He shares the stage with Anthony Fletcher, CEO of Graze, Pete Tomlinson, Sales & Marketing Director, KCOM and Mark Beard, Marketing & Circulation Director at The Economist.
A Shift in Focus: Creating the Experienceqmatheson
Presented at ORBiT Real Time Days 2014
Keynote address by
Sean Mulcair, Gradient Solutions
How to shift focus from customer service to client experience. What's the difference? Customer service is the transaction and is quantifiable where as customer experience is a lifetime of interaction, which creates a feeling or emotion.
Brands account for 30% of the value of S&P 500 companies, yet marketing is under more scrutiny than ever. Marketing directors struggle with unclear metrics and a lack of focus on customer creation. The document argues for a new approach called Brand Analytics that focuses on understanding consumers and why they buy or don't buy brands, deploying research methods to uncover consumer motivations, and measuring marketing communications' effectiveness through tools like the Market Contact Audit which correlates to market share. This new approach aims to optimize marketing spend for generating sales and customer loyalty.
The document discusses the evolution of customer relationship management (CRM) strategies over time, including targeted marketing, database marketing, event-driven marketing, and loyalty and retention programs. It then defines CRM as an integrated business strategy focused on acquiring, retaining, and growing profitable customer relationships through coordinated policies, processes, technology, and people. The key aspects of a successful CRM program are also outlined.
The document discusses several key trends in marketing for the future including:
1) Marketing will increasingly focus on dialogue and conversations with customers rather than one-way broadcasts.
2) Brand reputation and customer experience will become more important as information spreads quickly online.
3) New technologies like social media, mobile apps, and location-based services will open new opportunities for targeted marketing but also require adaptation.
The History of Infinity Contact Buyerlytics SolutionInfinity Contact
Infinity Contact is a customer relationship management company that focuses on helping clients acquire and retain customers through their Buyerlytics system. This system uses data analytics, technology, customer contacts, and performance management to develop targeted marketing campaigns based on customer preferences and behaviors. Infinity Contact has over 30 years of experience in various industries and ensures their clients maximize return on investment.
Customer Acquisition - Choosing The Right ChannelsOndango
The most difficult task for a startup is not building the product but selling it. We will review a framework to determine which customer acquisition channels to choose depending on your vision, your product, your pricing strategy and your target group. We will also go through the most common acquisition channels and discuss do's and don'ts.
July 27, 2014, Jose Matias del Pino, CEO and co-founder of Ondago, gave a presentation to BSA 3rd semester teams about customer acquisition and choosing the right channels based on your business.
The document discusses key topics in marketing including why marketing is important, changes in marketing trends over time, and future trends in marketing. Some of the main points covered include:
- Marketing is crucial for business success as it introduces products/services to potential customers and drives sales. Without marketing, customers would not know about a business's offerings.
- Marketing trends have evolved with changes like population growth, expanded media channels, and increased global competition forcing brands to market across borders.
- The traditional 4Ps marketing model of product, place, price, and promotion has been replaced by a new 4Es model focusing on experience, everywhere, exchange, and evangelism.
- Future marketing trends discussed include transparency marketing
This document discusses how customer experience is transforming business-to-business selling due to the rise of social media. It notes that social media allows customers to easily share their experiences, both positive and negative, with large audiences. This means companies must focus on delivering a positive customer experience at every touchpoint to build loyalty and avoid negative feedback being widely shared. The document also discusses how customer experience management programs can help companies improve sales effectiveness by shifting their focus to downstream customer interactions and relationships rather than just product development.
The document discusses how customer experience is transforming business-to-business sales due to the rise of social media. It argues that companies must shift their focus to downstream customer interactions in order to build loyalty and competitive advantage. A good customer experience is crucial as negative feedback on social media can now be easily shared with large audiences, while positive experiences help build trust and advocacy.
Manifesto for Experience Driven Marketing by MESH ExperienceMesh Experience
A new model and framework for future marketing based on 12 years of capturing experiences people have with brands across a variety of categories and picking up every touchpoint/media/channel.
The document discusses marketing basics and the evolution from product-centric to customer-centric marketing approaches. It defines marketing and outlines key concepts like the marketing mix, segmentation, branding, and the importance of understanding customer behavior. It then describes how marketing has shifted to more targeted strategies that focus on differential, one-to-one, and customer relationship management approaches aimed at better understanding and serving individual customers.
The document discusses how IBM Commerce helps companies transform customer engagement by providing differentiated customer experiences. It highlights challenges companies face with siloed customer experiences, complex product offerings, and inflexible deployment models. IBM Commerce brings together customer analytics, digital marketing, real-time personalization, and omni-channel marketing to gain customer insights, personalize interactions, and continuously engage customers across their lifecycle. This integrated approach allows companies to improve metrics like customer retention, marketing ROI, and reduce acquisition costs.
The document provides guidance on building trusting online relationships with customers. It recommends starting with planning, understanding your customers and business objectives. Key strategies include making the customer experience simple and focused on their needs, empowering customers and building trust through consistency, transparency and ethical practices across all marketing channels. The goal is to attract and retain customers by engaging them in an ongoing dialogue.
1. The document discusses how marketing and customer experiences are changing in a new digital era. Customers expect seamless experiences across channels and personalization based on their preferences.
2. Data and analytics are crucial for understanding customers throughout their buying journey. Most of the buying process is now completed online before a sales representative is engaged.
3. Companies need holistic views of customers that integrate digital and physical interactions to provide exceptional personalized experiences. Those who offer personalization will outperform those who do not.
Similar to From Direct Marketing to Dialogue Marketing (20)
The document discusses how direct mail (letterbox) can be used to effectively engage with consumers (iConsumers) in today's digital environment. It notes that direct mail remains a valuable marketing channel, even for the most digital consumers, as it can reinforce digital strategies by driving web traffic when combined with online searches. Some key points made are that 87% of direct mail is read, it is one of the most important touchpoints related to purchase decisions, and many advertisers now fully integrate direct mail into their strategies for reaching and engaging consumers.
Make your digital strategies also a sales generatorbpost
This document discusses how direct mail can be used as a digital strategy and sales generator by activating digital targets like mobile/tablet and social media users. It provides several case studies as examples, such as how Rabobank used a customized magazine to increase website traffic and how Pure Players used direct mail to drive website traffic and online sales for inactive customers. The document advocates for an integrated digital-direct mail approach to generate better return on investment through increased traffic, dialogue, advocacy, and brand experience.
This document compares the effectiveness of different marketing channels - direct mail, email, and banner advertising - for a Belgian food brand's webshop campaign. Direct mail generated the highest turnover at €252,000 from 50,000 contacts, compared to €7,128 from email and €1,030 from banners. Direct mail also had the highest ROI at 770% and the lowest cost per acquisition. The key conclusion is that direct mail is the most efficient activation channel, and combining online and offline approaches generates better results than online-only.
The necessity to recruit new donors in times of economic recession - Fundrais...bpost
The economic recession has resulted in donors that quit donating, or donate less. You could desinvest, or invest to create new donors. Find out how Direct Mail can help
This document discusses strategies for companies to create word-of-mouth marketing using postcards. It suggests that companies offer customers free postcards to send to friends and family to share their experiences with a brand. This creates engagement and interactions on a personal level. The document provides examples of companies that use real postcards sent through the mail and a mobile app to allow customers to send branded postcards to others for free in order to generate buzz and sales for the brand.
Direct mail and email were tested to promote cross-selling funds to existing clients without share accounts. 300 interviews were conducted, with 150 receiving email and 150 receiving direct mail. Direct mail generated significantly higher spontaneous brand awareness (+120%) and correct message recall (+81%) than email. It also enhanced attention to other brand advertising by 60% more than email. Direct mail was found to be more effective than email at promoting cross-selling funds to existing clients.
Direct mail and email were tested to promote cross-selling funds to existing clients without share accounts. 300 interviews were conducted, with 150 receiving email and 150 receiving direct mail. Direct mail generated significantly higher spontaneous brand awareness (+120%) and correct message recall (+81%) than email. It also enhanced attention to other brand advertising by 60% more than email. The findings suggest that direct mail is more effective than email for this marketing campaign objective.
Loyalty starts with great stories - event bpost 29/01/2013]bpost
The document discusses building loyalty through storytelling, values, and effective communication over time. It highlights the importance of social media, personalization, and engaging supporters by recognizing them, making them feel good, inspiring them, inviting them to participate, and showing that their voices have been heard. The goal is to develop loyal volunteers and donors through these strategies.
This document discusses transforming administrative mail into a customer experience tool. It focuses on why capitalizing on administrative mail is important, how to do it by putting customers first and treating it as a project, and what benefits it can bring. Specifically, it can improve brands, enhance customer communication, and unlock hidden ROI. The document provides examples of projects with banks, insurers, telcos and utilities that experienced positive impacts from RelatioMail.
This document outlines an agenda and presentations for a cross-channel day event. The agenda is divided into two parts, with the first part focusing on topics like the current state of retail, cross-channel organizations, and identifying customers. The second part discusses challenges and opportunities of multichannel retail like moving from cash and carry to multichannel. Several company case studies are also presented. The document indicates that identifying the most likely buyers based on fast-moving consumer goods purchasing behavior will be one of the presentations. Overall, the document provides an agenda and overview of topics to be discussed at a cross-channel marketing event.
Club Med partnered with bpost to launch a mobile postcard program combining digital and physical experiences. The program allows Club Med customers to take a photo on their smartphone, add a personal message, and have the postcard printed and delivered by bpost. Over 65,000 downloads and 95,000 postcards have been sent since launch. The program aims to strengthen Club Med's brand image by allowing customers to share their happy vacation moments, increase customer loyalty through a rewarding experience, and recruit new customers by capturing the addresses of postcard recipients.
Inma presHow to help brands and consumers. 3 innovations by bpost for the I...bpost
Mobile postcard apps allow customers to send digital postcards from their phones in under 100 seconds. Shipping manager apps give customers updates on package deliveries and allow redelivery scheduling. On-demand delivery services let customers order anything and have it delivered within hours, with bpost aiming to become customers' personal assistant for ordering goods.
This document discusses a survey conducted in Belgium about voters' preferred communication channels for political parties. Some key findings:
1) Door-to-door flyers and personalized letters remain the most preferred methods for politicians to contact voters.
2) Northern voters prefer messages in newspapers and door-to-door contact, while southern voters prefer more personal approaches.
3) Men are more interested in politics overall and prefer personalized letters more than women. Interest in politics increases slightly as elections near.
bpost test eerstdaags in Mechelen en regio Verviers de gebundelde postbestelling voor gezinnen uit. Op zowat 17.000 adressen zullen de postbodes alle brieven en ongeadresseerd drukwerk in een open bedrukte map bestellen. De nieuwe werkwijze zal gebaseerd zijn op geavanceerde technologie en bpost is daarmee een voorloper in de internationale postwereld. In zijn processen, producten en diensten past bpost systematisch spitstechnologie toe, maar technologie zal nooit de postbode vervangen.
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[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Unlock the full potential of the MECE (Mutually Exclusive, Collectively Exhaustive) Principle with this comprehensive PowerPoint deck. Designed to enhance your analytical skills and strategic decision-making, this presentation guides you through the fundamental concepts, advanced techniques, and practical applications of the MECE framework, ensuring you can apply it effectively in various business contexts.
The MECE Principle, developed by Barbara Minto, an ex-consultant at McKinsey, is a foundational tool for structured thinking. Minto is also renowned for the Minto Pyramid Principle, which emphasizes the importance of logical structuring in writing and presenting ideas. This presentation includes a clear explanation of the MECE principle and its significance. It offers a detailed exploration of MECE concepts and categories, highlighting how to create mutually exclusive and collectively exhaustive segments. You will learn to combine MECE with other powerful business frameworks like SWOT, Porter's Five Forces, and BCG Matrix. Discover sophisticated methods for applying MECE in complex scenarios and enhancing your problem-solving abilities. The deck also provides a step-by-step guide to performing thorough and structured MECE analyses, ensuring no aspect is overlooked. Insider tips are included to help you avoid common mistakes and optimize your MECE applications.
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LEARNING OBJECTIVES:
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3. Apply MECE Framework
4. Enhance Decision-Making
5. Optimize Resource Allocation
6. Facilitate Strategic Planning
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NewBase 20 June 2024 Energy News issue - 1731 by Khaled Al Awadi_compressed.pdfKhaled Al Awadi
Greetings,
Hawk Energy is pleased to present you with the latest energy news
NewBase 20 June 2024 Energy News issue - 1731 by Khaled Al Awadi
Regards.
Founder & S.Editor - NewBase Energy
Khaled M Al Awadi, Energy Consultant
MS & BS Mechanical Engineering (HON), USAGreetings,
Hawk Energy is pleased to present you with the latest energy news
NewBase 20 June 2024 Energy News issue - 1731 by Khaled Al Awadi
Regards.
Founder & S.Editor - NewBase Energy
Khaled M Al Awadi, Energy Consultant
MS & BS Mechanical Engineering (HON), USAGreetings,
Hawk Energy is pleased to present you with the latest energy news
NewBase 20 June 2024 Energy News issue - 1731 by Khaled Al Awadi
Regards.
Founder & S.Editor - NewBase Energy
Khaled M Al Awadi, Energy Consultant
MS & BS Mechanical Engineering (HON), USAGreetings,
Hawk Energy is pleased to present you with the latest energy news
NewBase 20 June 2024 Energy News issue - 1731 by Khaled Al Awadi
Regards.
Founder & S.Editor - NewBase Energy
Khaled M Al Awadi, Energy Consultant
MS & BS Mechanical Engineering (HON), USAGreetings,
Hawk Energy is pleased to present you with the latest energy news
NewBase 20 June 2024 Energy News issue - 1731 by Khaled Al Awadi
Regards.
Founder & S.Editor - NewBase Energy
Khaled M Al Awadi, Energy Consultant
MS & BS Mechanical Engineering (HON), USAGreetings,
Hawk Energy is pleased to present you with the latest energy news
NewBase 20 June 2024 Energy News issue - 1731 by Khaled Al Awadi
Regards.
Founder & S.Editor - NewBase Energy
Khaled M Al Awadi, Energy Consultant
MS & BS Mechanical Engineering (HON), USA
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AI Transformation Playbook: Thinking AI-First for Your BusinessArijit Dutta
I dive into how businesses can stay competitive by integrating AI into their core processes. From identifying the right approach to building collaborative teams and recognizing common pitfalls, this guide has got you covered. AI transformation is a journey, and this playbook is here to help you navigate it successfully.
5. Where are your investments (ex. Car sector) 24% 22% Source : Mediaxim 2010 14%
6. Are they in line with the customers’ preferences ? (ex. Car sector) 37% 9% 12% Source : Market Probe 2010 NL: Door welk medium/welke media wilt u worden gecontacteerd wanneer een automerk u een reclameboodschap wil leveren? FR: Par quel(s) média(s) désirez-vous être touché si une marque dans le secteur de l’ Automobile souhaitait vous délivrer un message publicitaire ?
7. How does your customer makes his decision? (ex. Car sector) Source : Research solution IP 2010 NL: Stel dat u in de volgende maand een auto gaat kopen. Welke informatiekanalen zou u raadplegen alvorens een beslissing te nemen? FR: Imaginons que vous allez acheter une voiture dans le prochain mois. Quels sont les canaux d’information que vous consulteriez avant de prendre votre décision ? PAID MEDIA
10. Increasing customer control, advertising is more and more interruptive and irritating Digital Natives (15-24 years old) Source: Media Preference Study bpost – Market Probe December 2010 n: 1006
11. Increasing customer control, advertising is more and more interruptive and irritating Digital Natives (15-24 years old) Source: Media Preference Study bpost – Market Probe December 2010 n: 1006
12. Increasing customer control, advertising is more and more interruptive and irritating Digital Natives (15-24 years old) Source: Media Preference Study bpost – Market Probe December 2010 n: 1006
13. Increasing customer control, advertising is more and more interruptive and irritating Digital Natives (15-24 years old) Source: Media Preference Study bpost – Market Probe December 2010 n: 1006
14. It’s not only the medium. There’s the paradox of choice Are you helping your (future) customer? HELP
15. The importance of understanding the customer journey Source : Mc Kinsey 2009
16.
17. The customer decision journey doesn’ stop at the moment of purchase !!! The right message At the right moment At the right place At the right moment Using the right media
20. The “holy USP” Source: 2010. comScore ARS Kill your darlings !
21. The Value-Delivery Process New: value creation and delivery process Choose the Value Provide the Value Communicate the Value Strategic Marketing Tactical marketing CRM PRICE WINNING KLM “ We verkopen geen vlucht, we verkopen een heel proces.
22. Perfect example ! TOMTOM-experience Navigation is more then going from A to B. TomTom is a human thing, in stead of a car thing. ALEXANDER RIBBINK, COO TOMTOM
23. Another example ! ZAPPOS-experience If you don’t find it with us. We ‘ll help you to find it somewhere else. “ Your customers keep you in business, care about them, not their money. “
24. Providing Value = good for your client Convince your management V - P > Vc - Pc And your bonus ! V: Value Vc: Value competitor P: Price (incl. margin) Pc: Price competitor (incl.margin)
25. Brand “INTIMACY” Route 66 Customer Purchase / Transaction triggers Customer lifecycle MY NAME IS UNIQUE CRM is dead ! Long live CRM ! Customer Dialogues during the lifecycle It is important to realize that CRM is based on satisfying three human needs : recognition , respect and trust CRM is about life !
26. Brand “INTIMACY” Route 66 LifeStage Customer Purchase / Transaction triggers Customer lifecycle MY NAME IS UNIQUE Customer Dialogues during the lifecycle It is important to realize that CRM is based on satisfying three human needs : recognition , respect and trust CRM is about life ! CRM is dead ! Long live CRM !
33. Brand “INTIMACY” Route 66 LifeStage Customer Purchase / Transaction triggers Customer lifecycle MY NAME IS UNIQUE Customer Dialogues during the lifecycle It is important to realize that CRM is based on satisfying three human needs : recognition , respect and trust CRM is about life ! Events CRM is dead ! Long live CRM !
37. Brand “INTIMACY” Route 66 LifeStage Customer Purchase / Transaction triggers Customer lifecycle MY NAME IS UNIQUE Customer Dialogues during the lifecycle It is important to realize that CRM is based on satisfying three human needs : recognition , respect and trust CRM is about life ! Events Mood CRM is dead ! Long live CRM !
39. Brand “INTIMACY” Route 66 LifeStage Customer Purchase / Transaction triggers Customer lifecycle MY NAME IS UNIQUE Customer Dialogues during the lifecycle It is important to realize that CRM is based on satisfying three human needs : recognition , respect and trust CRM is about life ! Events Mood Location CRM is dead ! Long live CRM !
40. Location 400.000 moving families per year On average owners spend 20.898€, renters 4.944€ Moving
41. Brand “INTIMACY” Route 66 LifeStage Customer Purchase / Transaction triggers Customer lifecycle MY NAME IS UNIQUE CRM is dead ! Long live CRM ! Customer Dialogues during the lifecycle It is important to realize that CRM is based on satisfying three human needs : recognition , respect and trust CRM is about life ! Events Mood Location TouchPoint MultiChannel
42.
43. Example for Libelle (netherland) Conversionproces from ‘Trial’ to ‘Fix subscription’ Libelle – a conversation brand !
44. Example for Libelle (netherland) Conversionproces from ‘Trial’ to ‘Fix subscription’ WELCOME EXPLANATION trial START TRIAL END Trial period Libelle – a conversation brand ! Discover Cooking Discover Being a mom Satisfaction Survey 1 Year Subscription Week 1 Week 2 Week 3 Week 4 Week …
49. Viral DM : the art of sequencing, integrating social media CAMPAIGN OBJECTIVES INCREASE OF CUSTOMER DATABASE INCREASED STORE TRAFFIC Send postcards inc purl = 5.000 Use of purl = 1.111 (22%) Push to 265 social media New addresses : 6.089 Coupon redemption : 1.300 (26%)