Presentation on creating authentic customer experiences in next best action marketing. Design for Conversion unconference, september 2010, Cologne. See http://designforconversion.nl/4th-dfc-cologne/ for more info.
Rethinking 'the Customer' in the age of CX [infographic]Quarry
In the age of customer experience (CX), companies must deeply understand their customers, but our research found that the majority of companies have a long way to go. Here’s a roadmap that shows the path to building a customer segmentation model that fuels effective CX design and delivery.
Optimize customer contact - Sales Force and Billing/Payment EfficiencyWindowPayn Consulting
Introduction to how WindowPayn Consulting, LLC helps clients to maximize contact with customers by increasing sales force efficiency and reducing the time and cost of getting paid.
Marketing process optimization technologies are emerging everywhere. Yet none address all of the needs a corporate marketer has and none fit the definition of a complete, integrated enterprise marketing management system. But that doesn't mean you shouldn't start implementing EMM today.
Rethinking 'the Customer' in the age of CX [infographic]Quarry
In the age of customer experience (CX), companies must deeply understand their customers, but our research found that the majority of companies have a long way to go. Here’s a roadmap that shows the path to building a customer segmentation model that fuels effective CX design and delivery.
Optimize customer contact - Sales Force and Billing/Payment EfficiencyWindowPayn Consulting
Introduction to how WindowPayn Consulting, LLC helps clients to maximize contact with customers by increasing sales force efficiency and reducing the time and cost of getting paid.
Marketing process optimization technologies are emerging everywhere. Yet none address all of the needs a corporate marketer has and none fit the definition of a complete, integrated enterprise marketing management system. But that doesn't mean you shouldn't start implementing EMM today.
It is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.
B2B is the most loved approach to reach the consumer and cost effective too. B2B is very tough on the other side wherein the challenges to benchmark against the competitor product or service remains. This presentation has been developed keeping in mind the cost and analytics to keep the consumer come back for repeat orders.
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
Brand, Service & Commerce convergence tacticsValtech
We see that digital champion brands look at brand, service, and commerce in an integrated way. At the heart of customer experience lies the continuous improvement of these three dimensions.
Disruptors like HelloFresh (Food), Coolblue (Retail), and AirBnB (Travel) have combined brand, service, and commerce into a platform that gives the customer a distinctive total experience thanks to an ecosystem consisting of products and services.
Digital Customer Experience Strategies Summit | New York | September 24th & 2...Thomas Barnes
Protect your reputation, profits and ensure customer loyalty. Design digital customer experiences that engage your customers anytime, anywhere.
Creating a unified and personalized customer experience across channels is pivotal to any modern business strategy. Given the proliferation of digital channels, companies need to strategize how best to use digital channels that reconcile business and brand objectives with customer needs.
Develop an action plan to make customer-centricity in this digital age a core element of your company’s daily operations. Collect best practices to track your customers’ experiences and optimize the performance of your digital projects. Source the right tools and develop key processes to prioritize your digital investments and identify areas for improvement that will maximize your ROI.
Benchmark your company against internationally recognized digital customer experience programs and interact with cross-industry leaders in interactive Q&A sessions. Digital has the power to innovate and it is here to stay; you do not want to be behind the curve.
Your next step — this conference!
Implement 10 key digital customer experience best practices / solutions / strategies:
1. Incorporate customer – centricity to align your operational processes
2. Improve your digital CX performance with actionable data analytics
3. Manage social conversations effectively
4. Create digital experiences to secure customers over your fastest growing channels
5. Increase engagement and deliver value through mobile
6. Leverage digital innovations to drive customer experience
7. Align business objectives with customer needs
8. Deliver consistent omni-channel experiences
9. Benchmark your success to uncover new opportunities
10. Capitalize on digital channels to increase conversion
Customer Value Maximization Platform - An OverviewXerago
Customer Value Maximization is the world's most sophisticated platform for consumer facing firms to maximize value from their customers. Here is an overview of the platform.
A day wise presentation of my bootcamp on AEP taken in September 2021. For more information, and to read day wise materials, please head over to my website: https://thelearningproject.in. You can also reach out to me on ritesh@thelearningproject.in
One-pager describing a program we have rolled out at XPrime to use A.I. to analyze call center interactions including developing semantic models, topic models and tying all of this to actionable ROI, including predicting attrition and
cross-sell opportunities.
Learn how data can help you better target and engage buyers
Justin Gray, Founder and CEO of LeadMD, gives you a set of tools that will help you design, implement and succeed with applying buyer intelligence and predictive data modeling to build intelligent buyer personas
The Data-Driven Path To Timeshare Customer AcquisitionAmy Kilpatrick
Today's travel consumers have more options than ever before in how they discover and shop for timeshare properties and vacation experiences. That's why it's crucial for timeshare sales organizations to reach prospects and customers across multiple channels in their customer journeys.
Great CX requires a customer-centric mindset... and a lot of careful work. This guide is your introduction to the basics: why CX is important, how to improve it through customer feedback and surveys, plus tips from 100+ CX experts and a report with plenty of CX trends and stats—so you have everything you need to start delivering an exceptional experience for your customers.
Prepaid customer segmentation in telecommunications: An overview of common pr...Exacaster
There are number of frustrating factors for marketers who work with prepaid customers in
telecommunications. This Exacaster white paper summarizes the pros and cons of common segmentation strategies in prepaid markets.
Re-designing the Onboarding Customer Journey of a Retail BankValeria Chiappini
Onboarding shapes customers’ first impression of a bank and has the potential to influence the long-term success of the relationship.
In-depth qualitative research is needed to map an ideal onboarding customer journey, in order to ensure a consistently relevant experience through all touchpoints and moments of truth, by tapping into the customers' needs, expectations and pain points.
It is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.
B2B is the most loved approach to reach the consumer and cost effective too. B2B is very tough on the other side wherein the challenges to benchmark against the competitor product or service remains. This presentation has been developed keeping in mind the cost and analytics to keep the consumer come back for repeat orders.
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
Brand, Service & Commerce convergence tacticsValtech
We see that digital champion brands look at brand, service, and commerce in an integrated way. At the heart of customer experience lies the continuous improvement of these three dimensions.
Disruptors like HelloFresh (Food), Coolblue (Retail), and AirBnB (Travel) have combined brand, service, and commerce into a platform that gives the customer a distinctive total experience thanks to an ecosystem consisting of products and services.
Digital Customer Experience Strategies Summit | New York | September 24th & 2...Thomas Barnes
Protect your reputation, profits and ensure customer loyalty. Design digital customer experiences that engage your customers anytime, anywhere.
Creating a unified and personalized customer experience across channels is pivotal to any modern business strategy. Given the proliferation of digital channels, companies need to strategize how best to use digital channels that reconcile business and brand objectives with customer needs.
Develop an action plan to make customer-centricity in this digital age a core element of your company’s daily operations. Collect best practices to track your customers’ experiences and optimize the performance of your digital projects. Source the right tools and develop key processes to prioritize your digital investments and identify areas for improvement that will maximize your ROI.
Benchmark your company against internationally recognized digital customer experience programs and interact with cross-industry leaders in interactive Q&A sessions. Digital has the power to innovate and it is here to stay; you do not want to be behind the curve.
Your next step — this conference!
Implement 10 key digital customer experience best practices / solutions / strategies:
1. Incorporate customer – centricity to align your operational processes
2. Improve your digital CX performance with actionable data analytics
3. Manage social conversations effectively
4. Create digital experiences to secure customers over your fastest growing channels
5. Increase engagement and deliver value through mobile
6. Leverage digital innovations to drive customer experience
7. Align business objectives with customer needs
8. Deliver consistent omni-channel experiences
9. Benchmark your success to uncover new opportunities
10. Capitalize on digital channels to increase conversion
Customer Value Maximization Platform - An OverviewXerago
Customer Value Maximization is the world's most sophisticated platform for consumer facing firms to maximize value from their customers. Here is an overview of the platform.
A day wise presentation of my bootcamp on AEP taken in September 2021. For more information, and to read day wise materials, please head over to my website: https://thelearningproject.in. You can also reach out to me on ritesh@thelearningproject.in
One-pager describing a program we have rolled out at XPrime to use A.I. to analyze call center interactions including developing semantic models, topic models and tying all of this to actionable ROI, including predicting attrition and
cross-sell opportunities.
Learn how data can help you better target and engage buyers
Justin Gray, Founder and CEO of LeadMD, gives you a set of tools that will help you design, implement and succeed with applying buyer intelligence and predictive data modeling to build intelligent buyer personas
The Data-Driven Path To Timeshare Customer AcquisitionAmy Kilpatrick
Today's travel consumers have more options than ever before in how they discover and shop for timeshare properties and vacation experiences. That's why it's crucial for timeshare sales organizations to reach prospects and customers across multiple channels in their customer journeys.
Great CX requires a customer-centric mindset... and a lot of careful work. This guide is your introduction to the basics: why CX is important, how to improve it through customer feedback and surveys, plus tips from 100+ CX experts and a report with plenty of CX trends and stats—so you have everything you need to start delivering an exceptional experience for your customers.
Prepaid customer segmentation in telecommunications: An overview of common pr...Exacaster
There are number of frustrating factors for marketers who work with prepaid customers in
telecommunications. This Exacaster white paper summarizes the pros and cons of common segmentation strategies in prepaid markets.
Re-designing the Onboarding Customer Journey of a Retail BankValeria Chiappini
Onboarding shapes customers’ first impression of a bank and has the potential to influence the long-term success of the relationship.
In-depth qualitative research is needed to map an ideal onboarding customer journey, in order to ensure a consistently relevant experience through all touchpoints and moments of truth, by tapping into the customers' needs, expectations and pain points.
presented by Rob Bentley and Paul Reiman of Hewitt Associates at the TrueConnection 2008 Sales Performance Management Conference, hosted by Callidus Software
MIS 13 Customer Relationship ManagementTushar B Kute
The slides are created for 'Management Information System' subject of SEIT under University of Pune, INDIA.
Subject Teacher: Mr. Tushar B Kute,
Sandip Institute of Technology and Research Centre, Nashik.
Learn about how IBM Commerce helps in transforming Customer Engagement by leveraging on its wide portfolio of solutions to provide differentiated customer experiences.
Why true digital transformation must take place across the entire banking ent...Epsilon Marketing
In the global omnichannel world we live in today, financial institutions are hindered by their disparate and siloed systems.
The rise of online banking has produced a massive shift in the way people engage with their money, bill paying, and most importantly, their banks. Today’s consumer is connected more or less 7x24x365 via mobile devices and WiFi in their cars. Banking and insurance companies are struggling to shape their online and digital engagement to match the expectations and desires of the consumers. They need to transform so that they can better understand their consumers.
With this focus on digital transformation, the financial institutions must focus on producing an enterprise-wide solution that enables the business to find, engage, convert, cultivate and expand their relationships efficiently.
Join us as we explain how organizations are successfully transitioning to enterprise-wide digital transformation.
The Secret to Acquiring and Retaining Customers in Financial ServicesPerficient, Inc.
Data, when leveraged effectively, can help you segment and target customers, analyze spending habits, and can create a personalized experience that builds value and customer loyalty.
Without a 360-degree view of your customers, you can’t properly target them with real-time personalized offers, advice, and other services. In addition, lack of customer intelligence creates lost opportunities for banks and insurers to cross-sell and upsell new products and services.
Our one-hour webinar covered how customer intelligence platforms can help you engage, acquire, and retain customers.
This simplifies managerial marketing details.
Marketing keys facets are summarized here.
Managerial marketing meaning meetings needs profitably has caught digital fire in today's Y generation where everyone seems to be moving from tradition to addition.
The Age Of New Reality Marketing V5.1 FinalTony Mooney
It\'s been a bug-bear of mine for many years that the average marketing skill set has not moved on very much from the 1960\'s model of 4 \'P\'s (Product, Price, Promotion, Place). Or that marketing is still largely synonomous with advertising - and spam advertising at that. This is a presentation I did to a marketing forum out in Singapore, where I\'ve tried to outline the new capabilities of the marketer of the 21st century. I also postulate the (controversial) perspective that a chunk of this new capability - especially around data and decisioning - might be better out sourced, leaving the internal marketing skills to be concentrated on strategy and proposition. See what you think. [Sorry you won\'t have my spoken narrative just yet but the slides are reasonably self explanatory]
How to combine marketing and technology to build a more customer-centric busi...Hunter Young
Given at Wilmington Business Expo on March 19th, 2014. Explores how to conceptually structure marketing and technology in this multi-channel age. also highlights some industry examples putting modern marketing and technology to good use.
New Media New Technology Workshop 1, Spring Semester 2017, Media Technology. Covers purpose of the course, Hardwware/Interfaces/Humans, Early Cybernetic Art and Narrative.
New Media New Technology Workshop 2, theme 'Space', Spring Semester 2015, Media Technology MSc Leiden University. See https://sites.google.com/site/newmedianewtechnology2015/
New Media New Technology Workshop 1, Spring Semester 2015, Media Technology MSc Leiden University. See https://sites.google.com/site/newmedianewtechnology2015/
.
Provides a sampling of New Media & Mediatechnology projects throughout history related to the theme of 'Space' with a focus on reality versus virtuality.
In the Adani-Hindenburg case, what is SEBI investigating.pptxAdani case
Adani SEBI investigation revealed that the latter had sought information from five foreign jurisdictions concerning the holdings of the firm’s foreign portfolio investors (FPIs) in relation to the alleged violations of the MPS Regulations. Nevertheless, the economic interest of the twelve FPIs based in tax haven jurisdictions still needs to be determined. The Adani Group firms classed these FPIs as public shareholders. According to Hindenburg, FPIs were used to get around regulatory standards.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
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Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challenges
Authenticity, a left brain approach
1. Authenticity, a Left Brain ApproachPeter van der Putten Designfor ConversionUnconference Cologne, September 23 2010
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11. Personalization & Customization BrandValues & Promises One to one marketing Messaging & Mass Marketing Customer Interactions Next Best Action Product & Business Concepting Decisioning Predictive Analytics Moodboards Arts & Crafts Talk Phrenology
12. Talk Context: Next Best Action Driven Intelligent Conversations to Optimize the Customer Experience Acquisition Operational & Business Constraints Branch Internet Contact Centre Self-Service Retention Any Other Business Objectives Customers’ Needs Cost of service, profitability, margins, risk, … Risk Sales Any Other Balance customers’ needs with competing business objectives to determine the “Next Best Action™” during any inbound or outbound interaction driving the customer experience and lifetime value 2010/9/29
13. Principles for Authentic Interactions On Authenticity You’re authentic if you’re true to oneself – know who you are, and be who you say you are You don’t become authentic just by saying you are, you will become perceived authentic because of what you do Authenticity is a social or even a personal construct As applicable to one to one marketing as to mass marketing Principles On Being One On Being Reliable and Trustworthy On Co-Designing Experiences On Avoiding the Uncanny Valley
24. Service Operational & Business Constraints Branch Internet Contact Centre Self-Service Retention Any Other Business Objectives Customers’ Needs Cost of service, profitability, margins, risk, … Risk Sales Any Other The Next Best Action Balance customers’ needs with competing business objectives to determine the “Next Best Action” during any interaction across any part of the enterprise
29. Service Operational & Business Constraints Branch Internet Contact Centre Self-Service Retention Any Other Business Objectives Customer Needs Cost of service, profitability, margins, risk, … Risk Sales Any Other The Next Best Action Balance customers’ needs with competing business objectives to determine the “Next Best Action” during any interaction across any part of the enterprise
30. Unstructured Data Cross and up sell propensities Competitors Churn and Save modelling 3rd Party Demographics Lifetime Value modelling Social Network Risk and Loss prediction Real Time Contextual Data Response Modeling Case History Needs Based Segments Behavior and Transactions Fused Survey Data Customer Profile
31. Next Best Action Strategy Covering All Business Issues Call reason Service Strategy Best Service Strategy Service VALUE prediction Final decision on Next Best Action considering service, credit risk, churn and selling opportunities VALUE Strategy LATE PAYMENT Strategy Predictive Assessment Best Credit Strategy Debt management CREDIT RISKprediction CREDIT Strategy RETENTION Strategy 1 CHURN prediction Best Retention Offer CHURN Champion challenger Retention RETENTION Strategy 2 DIRECTORY prediction DIRECTORY Strategy DIRECTORY Switch Prio = Propensity * NPV Best Sales Offer SMS prediction SMS Strategy SMS Switch Selling DATA prediction DATA Strategy DATA Switch Prio = Propensity * NPV / AHT
32. Tactics for Authentic, Reliable Recommendations Being knowledgeable Being specific and personalized Being dynamic Being contextual Being justified Being open Being outside in and customer centric
39. The Uncanny Valley in Robotics and Marketing Personalized Experiences Generic Experiences On Becoming Successful through Personalized, Authentic Customer Experiences On Co-Designing On Being Reliable On Being One Authenticity On Avoidingthe Uncanny Valley
40. thank you for your attention peter.van.der.putten@pega.com