Neil helps grow brands and businesses into customer-centric, revenue powerhouses.
In a nutshell, he:
+ Grows the value of a customer base and focus on customers who build business
+ Cracks the code on driving purchase and engagement
+ Puts customer experience at the heart of a company’s operating model
+ Brings an integrated understanding how to build high-growth services that create value, improve lives
Personalization - The key to customer engagement
How to improve revenue by improving customer experience and personalization.
You can expect to learn
Creating single view of customer
Identify mechanics to push customer into a single incentive program
Driving constant engagement with customer
Building customer engagement via Loyalty Program
Grow direct bookings and reduce distribution cost by engaging with customers regularly
I believe we’re in an age where the traditional resume is no longer enough. This presentation is my first step at building a collection of case studies to highlight work from roles I’ve held over the course of my career.
While my work roles have spanned agency, brand and service supplier sides of the fence, and my titles have been all over the map, my work experience can primarily be categorized in four areas: (1) applied analytics (database / marketing), (2) event marketing, (3) experiential / out-of-Home and (4) partnership Marketing.
I've been fortunate in my career to learn from the best and to have gotten to play in some pretty big sand boxes. An eternal student, I love learning and sharing what I have learned with others. Hit me up if you have question, ideas or opportunities.
This document discusses the importance of mobile marketing strategies for retailers. It addresses three main themes: relevance by understanding customer orientation and targeting specific groups, gaining customer insights through rewards and gamification to build loyalty, and focusing on customer loyalty through location-based messaging. While developing mobile apps and features takes time and money, the document recommends partnering with a third party mobile marketing platform like SCOUPY that has expertise, infrastructure, a large user base and innovative solutions. This allows retailers to focus on their business while leveraging the partner's mobile optimization, personalized targeting, and measurement capabilities. In the end, the key is providing a relevant, data-driven customer experience across different mobile channels to build loyalty.
The document outlines ABC's marketing and business development functions and initiatives for 2001. It includes maps of ABC's marketing functions and core/extended services. The key initiatives are deploying and maintaining services like SonicWALL firewall, Connected remote backup, IP Sentry monitoring, and an ExpertCity help desk. It also discusses strategic alliances and partnerships to generate leads, develop vertical markets, and leverage sales channels. A communication plan details updates to field personnel on projects through meetings, email, and multimedia.
Presented by Dan Chandre at ISPA Conference & Expo 2011, an introduction to the Next Generation of KPIs, which help you track how technology trends are impacting your business.
The Luxury Marketing Council of San Francisco And The Sonoma County Vintners Foundation Association presents a group of industry experts in and advanced school for wine marketers and winery owners
1. The document outlines new advertising capabilities being rolled out by AdTaxi including Targeting Solutions, AdTaxi DNA, and mobile apps and sites.
2. Targeting Solutions allows for interest, intent, demographic, and geographic targeting across desktop, mobile, and tablet. AdTaxi DNA leverages first and third party data to precisely target audiences.
3. The redesigned mobile apps and sites will provide an enhanced user experience and more advertising opportunities through expanded targeting capabilities.
Personalization - The key to customer engagement
How to improve revenue by improving customer experience and personalization.
You can expect to learn
Creating single view of customer
Identify mechanics to push customer into a single incentive program
Driving constant engagement with customer
Building customer engagement via Loyalty Program
Grow direct bookings and reduce distribution cost by engaging with customers regularly
I believe we’re in an age where the traditional resume is no longer enough. This presentation is my first step at building a collection of case studies to highlight work from roles I’ve held over the course of my career.
While my work roles have spanned agency, brand and service supplier sides of the fence, and my titles have been all over the map, my work experience can primarily be categorized in four areas: (1) applied analytics (database / marketing), (2) event marketing, (3) experiential / out-of-Home and (4) partnership Marketing.
I've been fortunate in my career to learn from the best and to have gotten to play in some pretty big sand boxes. An eternal student, I love learning and sharing what I have learned with others. Hit me up if you have question, ideas or opportunities.
This document discusses the importance of mobile marketing strategies for retailers. It addresses three main themes: relevance by understanding customer orientation and targeting specific groups, gaining customer insights through rewards and gamification to build loyalty, and focusing on customer loyalty through location-based messaging. While developing mobile apps and features takes time and money, the document recommends partnering with a third party mobile marketing platform like SCOUPY that has expertise, infrastructure, a large user base and innovative solutions. This allows retailers to focus on their business while leveraging the partner's mobile optimization, personalized targeting, and measurement capabilities. In the end, the key is providing a relevant, data-driven customer experience across different mobile channels to build loyalty.
The document outlines ABC's marketing and business development functions and initiatives for 2001. It includes maps of ABC's marketing functions and core/extended services. The key initiatives are deploying and maintaining services like SonicWALL firewall, Connected remote backup, IP Sentry monitoring, and an ExpertCity help desk. It also discusses strategic alliances and partnerships to generate leads, develop vertical markets, and leverage sales channels. A communication plan details updates to field personnel on projects through meetings, email, and multimedia.
Presented by Dan Chandre at ISPA Conference & Expo 2011, an introduction to the Next Generation of KPIs, which help you track how technology trends are impacting your business.
The Luxury Marketing Council of San Francisco And The Sonoma County Vintners Foundation Association presents a group of industry experts in and advanced school for wine marketers and winery owners
1. The document outlines new advertising capabilities being rolled out by AdTaxi including Targeting Solutions, AdTaxi DNA, and mobile apps and sites.
2. Targeting Solutions allows for interest, intent, demographic, and geographic targeting across desktop, mobile, and tablet. AdTaxi DNA leverages first and third party data to precisely target audiences.
3. The redesigned mobile apps and sites will provide an enhanced user experience and more advertising opportunities through expanded targeting capabilities.
Being a Hotelier, you do know that ADR and RevPAR are the two most important indicators to measure your performance. Listening to your guest feedback, analyzing it and customizing the Guest offerings based on their preferences plays a major role in increasing ADR and RevPAR.
What you will learn
How to track the guest's happiness quotient, from booking to check out
How to identify opportunities to grow RevPAR and ADR
How to target and attract the right audience based on guest persona
How to increase Direct bookings and more...
Priceline acquired Kayak for $1.8 billion in a deal announced in late 2012. This was Priceline's largest acquisition to date and aimed to capture more of the online travel consumer market. The acquisition allowed Priceline to eliminate a potential competitor, expand its role in the travel value chain, and increase conversion rates from travel searches to bookings. A financial analysis valued Kayak at $1.2 billion based on projections for its advertising revenues and hotel booking referral fees through 2019.
This document summarizes the development of an idea for a customizable cookie cafe business. Initial customer interviews found high interest in customization. The business pivoted to an online customizable cookie model allowing customers to pick dough, mix-ins, and toppings. An MVP demo was tested on campus with positive feedback. Further market testing found acquisition costs would be high. The document analyzes costs and revenue models for retail-only, web-only, and combined models. It determines this could be a viable business if started web-based with a partner for baking and fulfillment to reduce costs initially.
Lean Launchpad Tucson - Customer RelationshipsAaron Eden
The document outlines an agenda for an Aaron Eden workshop on business model development. It lists topics to be covered from May to July, including first pitches, experiment day, value propositions, customers, distribution channels, and lessons learned presentations. It also lists some discussion topics like customer relationships, value propositions, and channel diagrams. The source is noted as coming from Steve Blank's Aaron Eden workshop website.
Selling internationally with digital marketing 1.7Chris Topher
This document discusses strategies for international digital marketing. It emphasizes the importance of localizing content for different countries and cultures. Key recommendations include translating website content and digital ads into local languages, considering regional dialects and customs, developing country-specific keyword strategies, and optimizing sites, URLs and sitemaps for each market. The document also reviews tactics like SEO, PPC, social media, mobile marketing and affiliate marketing, providing tips for effective implementation and measurement of results for international customers.
Leveraging Location Data to Build Consumer ProfilesPrecisely
Location can tell you much more than where somebody is. Analyzing a person’s location also delivers insights into who they are, what they like, and how they spend their time and money. Unlocking that level of detail requires accurate geographic data – and lots of it.
View this on-demand webinar as we discuss and demonstrate how points of interest (POIs) and mobile trace data can be combined to generate actionable insights for B2C marketers and ad agencies.
You will learn how to:
• Leverage location data and POIs to build consumer profiles, create audience segments, and inform ad deployment
• Use mobile trace data and POIs to measure how many consumers were exposed to a specific ad and then subsequently visited to the associated POI
• Analyze location history to build brand affinity and propensity profiles
This document summarizes key Square customer engagement products:
- Directory is an automated contact manager that compiles and segments buyer information from POS and payments data.
- Loyalty allows businesses to create digital loyalty programs to get buyers returning more often and spending more per visit.
- Marketing integrates with Directory, POS, and payments to send automated and blast email, Facebook, and Facebook ads campaigns targeted to customer groups.
Project studying on the theme Luxury and clienteling, proposed by Alexandra Lion, Gloria Sadiki and Marine Laurenson. Within the framework of Brand Management's class taught by Audrey Kabla in Master 1 Luxury Brand Communication at Sup de Pub.
Wouter Schikhof presents tips for effective remarketing campaigns. He discusses segmenting audiences based on their stage in the customer journey from awareness to consideration to purchase. Key tips include using Google Analytics smart lists and segments for remarketing lists, analyzing visitor profiles, increasing ad relevance by targeting messages to different audience stages, and using dynamic remarketing and third-party platforms to extend reach. The goal is to retarget audiences with personalized messages to encourage purchase completion.
Amazing! Apply the right Methodology to Achieve 50, 90, and 200% Increase in ...Invesp
Following a consistent, repeatable methodology has proven over and over again that it produces amazing results. Having the right value proposition, understanding buyer momentum, increasing scent, applying cognitive progression, and increasing user engagement are some of the ways that our partners achieved amazing increases in online conversion. What’s most important is to select the problems and pinpoint the prime areas of optimization. We will be reviewing several conversion optimization concepts and the correct method of identifying and pinpoint the most important areas of optimization for your website. We will then feature live optimization of companies discussing some of the same concepts reviewed during the webinar.
You Will Learn:
• How to craft the perfect, most compelling value proposition;
• The importance of increasing scent through understanding your customers;
• Personas and the impact they can have on your site;
• Cognitive progression and how to successfully anticipate visitor actions.
Torfs capitalized on Google tools to reinforce its digital strategy. Search, especially organic search, is a key traffic acquisition channel for Torfs, accounting for 75% of website visits. Paid search assists in driving traffic and conversions, while organic search often closes the conversion funnel. Analysis of cross-channel interactions showed paid search plays an important role in assisting sales, while organic search closes more conversions. This highlights the complementary relationship between paid and organic search in Torfs' digital acquisition and engagement strategy.
The document provides an overview of Hilton's hotel industry and HHonors loyalty program. It discusses Hilton's brand positioning and market segments. It also analyzes the competitive landscape, purpose of loyalty programs, and details of the HHonors program. Key issues facing Hilton are identified as it considers how to respond to Starwood's new loyalty program changes. Alternative strategies, recommendations, and risks are presented. The recommendation is to differentiate HHonors from competitors like Starwood by expanding partnerships and focusing on improving the top tier member experience.
The document discusses the importance of context, content, and crowds (the power triangle) for modern real-time marketing. It provides examples of how The Entertainer retailer uses customer data and context to personalize marketing messages. SmartFocus' tools have helped The Entertainer increase email revenues, conversion rates, and returning customers through personalized, real-time messaging based on customers' purchase history, interactions, locations and other contextual data.
How to Win the Big Bet on PersonalizationJake Borr
How often do you visit a site and are presented with content that does not pertain to your behavior and interests? While amusing at times, poorly personalized digital experiences can be frustrating for the end user, and reflect negatively on brand image.
Forrester research found that “Only 16% of marketers currently have the capability to capture customer intent and deliver real-time, behavior-based marketing across all channels.” While personalization’s slow adoption can be attributed to its perceived risk, <strong>personalization is a proven winner in terms of delivering greater engagement, sales uplift and repeat website visits
In this webinar, you will hear from Acquia and MRM on how to take the fear out of personalization, and how successful implementation can help your organization:
-Increase revenue from product recommendations
-Drive conversion rates with personalized call-to-actions (CTAs)
-Influence customer purchasing decisions
-Create a more consistent and engaging digital brand experience
The document discusses the importance of customer retention for businesses. Some key points made include:
- It costs 10 times more to gain a new customer than retain an existing one.
- Existing customers are more likely to repurchase and spend more than new customers.
- Franchised car dealers saw a 6.7% increase in parts and labor sales from 1998-1999 by focusing on retention.
- Customer relationship management programs can improve acquisition, retention, and profitability by communicating with customers at the right time through the right channels.
Dave Lewis is an experienced executive who has driven significant revenue growth and cost savings for various companies. He conceived and built operations, marketing, and financial structures for a new beverage brand, growing its market valuation to $5 million in 2 years. For a $12 million e-commerce client, he redesigned processes and implemented systems, achieving $4.96 million in combined cost savings and revenue increases. Lewis has also founded and sold award-winning retail concepts, growing a wine and spirits store to $2 million in sales within 6 years for a 2200% return on investment.
New Marketing for the New Economy - KotlerFilipe Mello
This document discusses how marketing is changing in the new digital economy. It notes that value is shifting from physical to intangible assets and from products to customization. The new economy requires different skills like e-marketing, brand building, and customer relationship management. It also requires a focus on lifetime customer value over individual transactions. Database marketing allows customizing communications based on customer data, though it requires significant investment. Overall, marketing is shifting from a supply-side to demand-side approach with a focus on customer retention through electronic communications and partnerships.
This document discusses enhancing consumer engagement through intelligent digital signage. It describes the company providing the signage solutions, their experience and offerings. It then outlines three stages of digital signage maturity: thinking, doing, and mastering. The mastering stage involves converging digital platforms and using dynamic, data-driven content and social media to create engaging experiences that influence consumer behavior.
Being a Hotelier, you do know that ADR and RevPAR are the two most important indicators to measure your performance. Listening to your guest feedback, analyzing it and customizing the Guest offerings based on their preferences plays a major role in increasing ADR and RevPAR.
What you will learn
How to track the guest's happiness quotient, from booking to check out
How to identify opportunities to grow RevPAR and ADR
How to target and attract the right audience based on guest persona
How to increase Direct bookings and more...
Priceline acquired Kayak for $1.8 billion in a deal announced in late 2012. This was Priceline's largest acquisition to date and aimed to capture more of the online travel consumer market. The acquisition allowed Priceline to eliminate a potential competitor, expand its role in the travel value chain, and increase conversion rates from travel searches to bookings. A financial analysis valued Kayak at $1.2 billion based on projections for its advertising revenues and hotel booking referral fees through 2019.
This document summarizes the development of an idea for a customizable cookie cafe business. Initial customer interviews found high interest in customization. The business pivoted to an online customizable cookie model allowing customers to pick dough, mix-ins, and toppings. An MVP demo was tested on campus with positive feedback. Further market testing found acquisition costs would be high. The document analyzes costs and revenue models for retail-only, web-only, and combined models. It determines this could be a viable business if started web-based with a partner for baking and fulfillment to reduce costs initially.
Lean Launchpad Tucson - Customer RelationshipsAaron Eden
The document outlines an agenda for an Aaron Eden workshop on business model development. It lists topics to be covered from May to July, including first pitches, experiment day, value propositions, customers, distribution channels, and lessons learned presentations. It also lists some discussion topics like customer relationships, value propositions, and channel diagrams. The source is noted as coming from Steve Blank's Aaron Eden workshop website.
Selling internationally with digital marketing 1.7Chris Topher
This document discusses strategies for international digital marketing. It emphasizes the importance of localizing content for different countries and cultures. Key recommendations include translating website content and digital ads into local languages, considering regional dialects and customs, developing country-specific keyword strategies, and optimizing sites, URLs and sitemaps for each market. The document also reviews tactics like SEO, PPC, social media, mobile marketing and affiliate marketing, providing tips for effective implementation and measurement of results for international customers.
Leveraging Location Data to Build Consumer ProfilesPrecisely
Location can tell you much more than where somebody is. Analyzing a person’s location also delivers insights into who they are, what they like, and how they spend their time and money. Unlocking that level of detail requires accurate geographic data – and lots of it.
View this on-demand webinar as we discuss and demonstrate how points of interest (POIs) and mobile trace data can be combined to generate actionable insights for B2C marketers and ad agencies.
You will learn how to:
• Leverage location data and POIs to build consumer profiles, create audience segments, and inform ad deployment
• Use mobile trace data and POIs to measure how many consumers were exposed to a specific ad and then subsequently visited to the associated POI
• Analyze location history to build brand affinity and propensity profiles
This document summarizes key Square customer engagement products:
- Directory is an automated contact manager that compiles and segments buyer information from POS and payments data.
- Loyalty allows businesses to create digital loyalty programs to get buyers returning more often and spending more per visit.
- Marketing integrates with Directory, POS, and payments to send automated and blast email, Facebook, and Facebook ads campaigns targeted to customer groups.
Project studying on the theme Luxury and clienteling, proposed by Alexandra Lion, Gloria Sadiki and Marine Laurenson. Within the framework of Brand Management's class taught by Audrey Kabla in Master 1 Luxury Brand Communication at Sup de Pub.
Wouter Schikhof presents tips for effective remarketing campaigns. He discusses segmenting audiences based on their stage in the customer journey from awareness to consideration to purchase. Key tips include using Google Analytics smart lists and segments for remarketing lists, analyzing visitor profiles, increasing ad relevance by targeting messages to different audience stages, and using dynamic remarketing and third-party platforms to extend reach. The goal is to retarget audiences with personalized messages to encourage purchase completion.
Amazing! Apply the right Methodology to Achieve 50, 90, and 200% Increase in ...Invesp
Following a consistent, repeatable methodology has proven over and over again that it produces amazing results. Having the right value proposition, understanding buyer momentum, increasing scent, applying cognitive progression, and increasing user engagement are some of the ways that our partners achieved amazing increases in online conversion. What’s most important is to select the problems and pinpoint the prime areas of optimization. We will be reviewing several conversion optimization concepts and the correct method of identifying and pinpoint the most important areas of optimization for your website. We will then feature live optimization of companies discussing some of the same concepts reviewed during the webinar.
You Will Learn:
• How to craft the perfect, most compelling value proposition;
• The importance of increasing scent through understanding your customers;
• Personas and the impact they can have on your site;
• Cognitive progression and how to successfully anticipate visitor actions.
Torfs capitalized on Google tools to reinforce its digital strategy. Search, especially organic search, is a key traffic acquisition channel for Torfs, accounting for 75% of website visits. Paid search assists in driving traffic and conversions, while organic search often closes the conversion funnel. Analysis of cross-channel interactions showed paid search plays an important role in assisting sales, while organic search closes more conversions. This highlights the complementary relationship between paid and organic search in Torfs' digital acquisition and engagement strategy.
The document provides an overview of Hilton's hotel industry and HHonors loyalty program. It discusses Hilton's brand positioning and market segments. It also analyzes the competitive landscape, purpose of loyalty programs, and details of the HHonors program. Key issues facing Hilton are identified as it considers how to respond to Starwood's new loyalty program changes. Alternative strategies, recommendations, and risks are presented. The recommendation is to differentiate HHonors from competitors like Starwood by expanding partnerships and focusing on improving the top tier member experience.
The document discusses the importance of context, content, and crowds (the power triangle) for modern real-time marketing. It provides examples of how The Entertainer retailer uses customer data and context to personalize marketing messages. SmartFocus' tools have helped The Entertainer increase email revenues, conversion rates, and returning customers through personalized, real-time messaging based on customers' purchase history, interactions, locations and other contextual data.
How to Win the Big Bet on PersonalizationJake Borr
How often do you visit a site and are presented with content that does not pertain to your behavior and interests? While amusing at times, poorly personalized digital experiences can be frustrating for the end user, and reflect negatively on brand image.
Forrester research found that “Only 16% of marketers currently have the capability to capture customer intent and deliver real-time, behavior-based marketing across all channels.” While personalization’s slow adoption can be attributed to its perceived risk, <strong>personalization is a proven winner in terms of delivering greater engagement, sales uplift and repeat website visits
In this webinar, you will hear from Acquia and MRM on how to take the fear out of personalization, and how successful implementation can help your organization:
-Increase revenue from product recommendations
-Drive conversion rates with personalized call-to-actions (CTAs)
-Influence customer purchasing decisions
-Create a more consistent and engaging digital brand experience
The document discusses the importance of customer retention for businesses. Some key points made include:
- It costs 10 times more to gain a new customer than retain an existing one.
- Existing customers are more likely to repurchase and spend more than new customers.
- Franchised car dealers saw a 6.7% increase in parts and labor sales from 1998-1999 by focusing on retention.
- Customer relationship management programs can improve acquisition, retention, and profitability by communicating with customers at the right time through the right channels.
Dave Lewis is an experienced executive who has driven significant revenue growth and cost savings for various companies. He conceived and built operations, marketing, and financial structures for a new beverage brand, growing its market valuation to $5 million in 2 years. For a $12 million e-commerce client, he redesigned processes and implemented systems, achieving $4.96 million in combined cost savings and revenue increases. Lewis has also founded and sold award-winning retail concepts, growing a wine and spirits store to $2 million in sales within 6 years for a 2200% return on investment.
New Marketing for the New Economy - KotlerFilipe Mello
This document discusses how marketing is changing in the new digital economy. It notes that value is shifting from physical to intangible assets and from products to customization. The new economy requires different skills like e-marketing, brand building, and customer relationship management. It also requires a focus on lifetime customer value over individual transactions. Database marketing allows customizing communications based on customer data, though it requires significant investment. Overall, marketing is shifting from a supply-side to demand-side approach with a focus on customer retention through electronic communications and partnerships.
This document discusses enhancing consumer engagement through intelligent digital signage. It describes the company providing the signage solutions, their experience and offerings. It then outlines three stages of digital signage maturity: thinking, doing, and mastering. The mastering stage involves converging digital platforms and using dynamic, data-driven content and social media to create engaging experiences that influence consumer behavior.
Creating a digital transformation strategy? Don't forget the human touchMike Connor
Provides a people centered Digital Transformation strategy.
Building customer relationships and delivering value in a market driven by continual innovation requires a new kind of awareness and understanding. It requires transforming how we relate to our customers, our products, our jobs, our processes, and the future, and how we engage the market. It requires continually evaluating and harnessing emerging technologies and behaviors that can help us accelerate the value we create for our customers.
companion blog post. http://www.creatinginsanelygreat.com/building-customer-relationships-start-with-customer-value/
wearedbp.com (Extented): Digital Transformation - What's Next?Ivan Fernandes
The document discusses the implications of digital transformation for brands, agencies, and consumers. It argues that successful brands of the future will be digital and customer-focused, defining and delivering future brand experiences. It also stresses that future brands will have a profound understanding of digital impact and will use digital technologies to create value throughout the value chain. The document advocates leveraging digital technology for optimal business engagement, embracing technology for competitive advantage, and delivering superior customer experiences.
How Hotel Revenue Strategy Unlocks Profit GrowthRobert Cole
Robert Cole, CEO of RockCheetah, while presenting How Hotel Revenue Strategy Unlocks Profit Growth addressed the structural forces impacting the US hotel industry, as well as the costs & challenges associated with acquiring and retaining guests, and how guest engagement and personalization is the future of the hospitality industry.
The webinar, broadcast on May 11, 2017 was sponsored by Agilysis and Duetto. It also featured presentations by Thor Hanen, Agilysis Sales Engineer and Dan Yacker, VP of Global Strategic Alliances for Duetto.
Creative Mindworks is a marketing and advertising firm that has received over 80 creative awards. It has been named Marketing Firm of the Year by the Latin Builder's Association and has received several other awards and accolades. The document provides details on the various services offered by Creative Mindworks, including account services, consumer research, creative services, copywriting, print and broadcast production, media planning and buying, internet development, online marketing, virtual solutions, call tracking software, customer relationship management software, and a list of clients.
The Customer Journey: Owning the Moments That Matter: Diane Scott, Executive ...Argyle Executive Forum
Diane Scott, Executive Vice President and Global Chief Product and Marketing Officer for Western Union, discussed what it takes for a company to effectively serve its customers during her presentation at the 2014 Customer Care Leadership Forum in Denver on Sept. 11. In her presentation, “The Customer Journey: Owning the Moments That Matter,” Scott noted understanding customer attitudes, behaviors and processes is key for a business to fully support its clientele.
According to Scott, understanding the customer journey is important because it enables a company to learn about its customers and find the best ways to connect with them. In addition, Scott pointed out customers are amazing people, and devoting the necessary time and resources to learn about them can have far-flung effects on a business: “If you take the customers, the consumer side of our business, they really are probably some of the most incredible people you’ll ever meet literally in your lives. These are global citizens. They actually know no boundaries, they know no borders.”
A multinational business, meanwhile, faces numerous challenges to connect with customers in multiple countries simultaneously, Scott said. If a multinational company understands each country’s landscape, Scott said, it can extend its global reach: “When you work with as many countries as we do, and as many as you do, their country’s unique, their customer segment’s unique [and] we’re different. And when you’re trying to figure out how to get efficiency and scale, you have to have that balance of how unique and different as well as what some of those universal truths are.”
- See more at: http://www.argylejournal.com/customer-care/the-customer-journey-owning-the-moments-that-matter-diane-scott-executive-vice-president-global-chief-product-and-marketing-officer-western-union/#sthash.f7obFZAb.dpuf
Slides to the growth hackathon (code-free) the Kellogg alumni club just held in Palo Alto. We covered the Lean Canvas, getting to product-market fit, Aha! moment, growth marketing, and the analytics you should be focused on.
Stepping Up To Consumer Expectations: The Imperative For Customer-Centric Mar...G3 Communications
Join us for this 45-minute webinar, in which we will share insights on what is really working in 2013 — based on campaign performance data from hundreds of retailers and behavioral analysis spanning 250 million consumer profiles.
How Remote Agents are Changing Customer ExperienceLiveops
Find out why remote agents are shifting the call center industry and elevating the customer experience. In the CCW Remote Agent Report, you can read insights from top executives on remote agents in the customer service space.
How to Automate Low Touch Customer SuccessGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Automate Low Touch Customer Success - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Blackbaud, Huddle, New Relic
The document discusses how customer experience (CX) and user experience (UX) are closely related and important for digital transformation. It provides examples of how to understand customers and their journeys through various touchpoints to provide a seamless omni-channel experience. The document also presents a case study of how a credentialing organization used CX and UX methods like user personas, journey mapping, and information architecture to transform their digital presence and better serve customer needs.
Marcia Tal’s latest video presentation – Omnichannel Banking: Embedding Banking in Consumers’ Daily Lives – explains why and how the future of retail banking lies in the Omnichannel customer experience.
The document discusses utilizing business intelligence and analytics to optimize customer retention through a multi-channel strategy. It provides an example of a wireless provider that implemented a multi-channel retention campaign involving identification of at-risk customers, targeted texting, direct mail, and outbound calls. This approach filtered customers into the most effective channels and offers based on analytics, achieving a 340,912 customers saved at a cost of $14.65 per customer versus the control group's 202,500 customers saved at $127.04 per customer. The multi-channel strategy improved retention rates while lowering costs.
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PDF SubmissionDigital Marketing Institute in NoidaPoojaSaini954651
https://www.safalta.com/online-digital-marketing/advance-digital-marketing-training-in-noidaTop Digital Marketing Institute in Noida: Boost Your Career Fast
[3:29 am, 30/05/2024] +91 83818 43552: Safalta Digital Marketing Institute in Noida also provides advanced classes for individuals seeking to develop their expertise and skills in this field. These classes, led by industry experts with vast experience, focus on specific aspects of digital marketing such as advanced SEO strategies, sophisticated content creation techniques, and data-driven analytics.
Practical eLearning Makeovers for EveryoneBianca Woods
Welcome to Practical eLearning Makeovers for Everyone. In this presentation, we’ll take a look at a bunch of easy-to-use visual design tips and tricks. And we’ll do this by using them to spruce up some eLearning screens that are in dire need of a new look.
Fonts play a crucial role in both User Interface (UI) and User Experience (UX) design. They affect readability, accessibility, aesthetics, and overall user perception.
Connect Conference 2022: Passive House - Economic and Environmental Solution...TE Studio
Passive House: The Economic and Environmental Solution for Sustainable Real Estate. Lecture by Tim Eian of TE Studio Passive House Design in November 2022 in Minneapolis.
- The Built Environment
- Let's imagine the perfect building
- The Passive House standard
- Why Passive House targets
- Clean Energy Plans?!
- How does Passive House compare and fit in?
- The business case for Passive House real estate
- Tools to quantify the value of Passive House
- What can I do?
- Resources
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page pmgdscunsri
Figma is a cloud-based design tool widely used by designers for prototyping, UI/UX design, and real-time collaboration. With features such as precision pen tools, grid system, and reusable components, Figma makes it easy for teams to work together on design projects. Its flexibility and accessibility make Figma a top choice in the digital age.
Technoblade The Legacy of a Minecraft Legend.Techno Merch
Technoblade, born Alex on June 1, 1999, was a legendary Minecraft YouTuber known for his sharp wit and exceptional PvP skills. Starting his channel in 2013, he gained nearly 11 million subscribers. His private battle with metastatic sarcoma ended in June 2022, but his enduring legacy continues to inspire millions.
Decormart Studio is widely recognized as one of the best interior designers in Bangalore, known for their exceptional design expertise and ability to create stunning, functional spaces. With a strong focus on client preferences and timely project delivery, Decormart Studio has built a solid reputation for their innovative and personalized approach to interior design.
International Upcycling Research Network advisory board meeting 4Kyungeun Sung
Slides used for the International Upcycling Research Network advisory board 4 (last one). The project is based at De Montfort University in Leicester, UK, and funded by the Arts and Humanities Research Council.
Visual Style and Aesthetics: Basics of Visual Design
Visual Design for Enterprise Applications
Range of Visual Styles.
Mobile Interfaces:
Challenges and Opportunities of Mobile Design
Approach to Mobile Design
Patterns
Explore the essential graphic design tools and software that can elevate your creative projects. Discover industry favorites and innovative solutions for stunning design results.
ARENA - Young adults in the workplace (Knight Moves).pdfKnight Moves
Presentations of Bavo Raeymaekers (Project lead youth unemployment at the City of Antwerp), Suzan Martens (Service designer at Knight Moves) and Adriaan De Keersmaeker (Community manager at Talk to C)
during the 'Arena • Young adults in the workplace' conference hosted by Knight Moves.
Architectural and constructions management experience since 2003 including 18 years located in UAE.
Coordinate and oversee all technical activities relating to architectural and construction projects,
including directing the design team, reviewing drafts and computer models, and approving design
changes.
Organize and typically develop, and review building plans, ensuring that a project meets all safety and
environmental standards.
Prepare feasibility studies, construction contracts, and tender documents with specifications and
tender analyses.
Consulting with clients, work on formulating equipment and labor cost estimates, ensuring a project
meets environmental, safety, structural, zoning, and aesthetic standards.
Monitoring the progress of a project to assess whether or not it is in compliance with building plans
and project deadlines.
Attention to detail, exceptional time management, and strong problem-solving and communication
skills are required for this role.
3. 14
REVEL ENTERTAINMENT
BIZ CHALLENGE:
• Build a portfolio of strong luxury and lifestyle brands under
one roof
• Establish Revel in the consideration set of travelers who
historically have rejected AC as a destination
• Develop important brand, revenue and operations
competencies within Revel to deliver brand at scale
KEY RESULTS
• Brand design, guest experience and demand gen plans developed, executed
• Revenue operations built from scratch
• 1B impressions, 1.8M visitations, 400K dB in opening months
• 130K room nights (RNs), $30MM in RN revenues (annualized pace), up from $0
• 57% more revenue per stay v comp set from highest value customers
• 20% share of the market’s cash leisure business (17 resorts in market)
• 80% bookings via high margin direct channels, 33% more than industry avg
• Multiple lifestyle brands developed, launched (Revel, Bask, The Grid, etc.)
• Awards: Top 8 US Hotel for Food, Best Spa, Best Nightlife, Best New Concert
Venue, Best use of digital, Top 10 hotel of 2012
Neil Cantor - 240.605.3985 - neilcan@gmail.com
4. AUTOGRAPH COLLECTION
BIZ CHALLENGE:
Develop, launch and drive rapid
adoption of new global brand by
segment of independent hotel
owners and consumers who
historically have rejected affiliation
with global chains
BRAND
DESIGN
BRAND
PLAYBOOK
GUEST
EXPERIENCE
PLAN
DEMAND
CREATION
PLAN
KEY RESULTS
• New brand and business platform built
and launched in 180 days
• Operations on 3 continents and $230MM
incremental revenue in Y1
• Fastest growing, most accretive product in
Marriott’s history
• Repositioned 40 independent hotels
• 38% more revenue per stay from highest
LTV customers v comp set
Neil Cantor - 240.605.3985 - neilcan@gmail.com
5. KEY RESULTS
• User research and testing
• Product and service roadmap
• Product discovery organization
• Communications platform
• $1.8MM in seed funding
• $15MM valuation
• Key hires
• Engagement with global enterprises
+SERVICES: A CONSTANT CONNECTION BETWEEN THE
HOTEL AND TRAVELER ON THE GO
+SERVICES
BIZ CHALLENGE:
Create new and better services for
70MM frequent business travelers
and position travel suppliers like
Marriott for advantage with
consumers as others like Google and
Expedia innovate
Plug & Play intermediated experiences +
loyalty-points economy ac9va9on
Customer Experience
Connectivity, digital and
data
Brand, Revenue &
Operations
Neil Cantor - 240.605.3985 - neilcan@gmail.com
6. Operational Excellence Loyalty Branded Experience Authenticity
Page 1
CASE STUDY: MARRIOTT INTERNATIONAL, REVEL ENTERTAINMENT, CHOICE INT’L
JOURNEY TO A CUSTOMER CENTRIC OPERATING MODEL
KEY PLAYS
1. Build a portfolio of strong service brands
2. Align a matrix organization and senior leaders on the requirements for developing leading brands
3. Pursue the best emerging opportunities to achieve customer preference, generate near-term demand and position for long-
term growth
4. Develop important competencies across the enterprise
5. Customize best practices of leading brand companies to fit the industry, company and the unique business model
Neil Cantor - 240.605.3985 - neilcan@gmail.com
8. MARRIOTT MEETINGS
BIZ CHALLENGE:
Reinvent $4 billion meetings
business to grow preference and
share amid rapid changes in the way
people work
KEY RESULTS
• Multiple product and services, that
moved business to first in
customer preference, grew share
from 88% of existing customers
and drove trial from 27% of non-
customers
Neil Cantor - 240.605.3985 - neilcan@gmail.com
9. DESIGN THAT MATTERS
BIZ CHALLENGE:
• Solve problems for and with the poor in developing
countries using design
• Build company with sustainable revenue model to do it
over and over and over again
• Develop new service offering for corporate partners that
grows employee / student engagement and retention
KEY RESULTS
• Multi-award winning leader in user-centered,
context appropriate design for social impact
• Devices in 23 countries, delivering treatments to
tens of thousands of patients
• The world’s most effective phototherapy device
for low-resource hospitals
• 1,000s of professionals, students engaged
Neil Cantor - 240.605.3985 - neilcan@gmail.com
10. networked destinations
•Aligns with upscale consumer travel patterns, pain points and aspirations
•Corrects, focuses and expands development strategy; better positioning Ascend to grow share of wallet
•Differentiates with brand, targeted demand generation and profit savings benefits
•Levels playing field relative to other distributors via simple contracts and pricing, elimination of IDP
•Maximizes current fixed cost base, borrows partner capabilities to fill gaps
•Aligns with corporate objectives to drive midweek and upscale customer growth
•Scalable platform to multiple destinations – just plug in partners (traffic, destination curator)
•Requires “right” B2C partner – credibility, highly engaged audience, extensible equity
•Requires investment to activate market, grow connectivity with more distributors
“Ascend x________ Brand”
How It Works
Pros
“Ascend x _______ Brand”
“Its going to be a
beautiful weekend.
We should do
something.”
“Hey, a couple of
these look really
fun. Three are food
themed, and there’s
a cool boutique
hotel deal, too.”
Seven
Sensational
weekend trips
within 3 hours
WASH
INGT
ONIA
NSev
en
“Where can we go
without getting on a
plane or overrun by
soccer teams?”
“Ascend x _______ Brand” (cont.)
“What an amazing day!
This place was made
for us.”
“So much better than
the Westin. And no
TSA to deal with.”
“We’re seeing
double-digit growth
from ‘Dabblers’ and
‘Bucket List-ers’.
Hotelier
Partner (media,
credit card,
association, etc.)
Choice
Pros • Aligns with upscale consumer’s planning, travel, stay and engagement patterns
• Aligns with consumer trend wave of ‘purposeful fun’
• Geographic focus provides more chances to grow share of wallet
• Overcomes Choice limitations as a B2C company
• Increases sales and marketing efficiency
• New revenue stream for partner
• Leverages fixed cost base
• Mobile-first opportunity (acquisitions)
• Requires “right” B2C partner - highly engaged audience; extensible equity
• Scalability
Cons
“’Multi-Generational’
trial and ‘Active
Seniors’ repeat is
quadruple forecast.”
Cons
“Ascend x _______ Brand”
“Its going to be a
beautiful weekend.
We should do
something.”
“Hey, a couple of
these look really
fun. Three are food
themed, and there’s
a cool boutique
hotel deal, too.”
Seven
Sensational
weekend trips
within 3 hours
WASH
INGT
ONIA
NSev
en
“Where can we go
without getting on a
plane or overrun by
soccer teams?”
“Ascend x _______ Brand” (cont.)
“What an amazing day!
This place was made
for us.”
“So much better than
the Westin. And no
TSA to deal with.”
“We’re seeing
double-digit growth
from ‘Dabblers’ and
‘Bucket List-ers’.
Hotelier
Partner (media,
credit card,
association, etc.)
Choice
Pros • Aligns with upscale consumer’s planning, travel, stay and engagement patterns
• Aligns with consumer trend wave of ‘purposeful fun’
• Geographic focus provides more chances to grow share of wallet
• Overcomes Choice limitations as a B2C company
• Increases sales and marketing efficiency
• New revenue stream for partner
• Leverages fixed cost base
• Mobile-first opportunity (acquisitions)
• Requires “right” B2C partner - highly engaged audience; extensible equity
• Scalability
Cons
“’Multi-Generational’
trial and ‘Active
Seniors’ repeat is
quadruple forecast.”
In-A-Nutshell: Millions of locals to the DC area struggle each week to figure out where they can go to get away without having to get on a plane or overrun
by soccer teams. Washingtonian + Ascend offers extraordinary hotels and rare retreats in and around the DC region an unprecedented way to maximize
share of stays from these customers by combining Washingtonian’s authority as a travel curator and highly trafficked website with Choice’s powerful ‘go
pass,’ distribution channels, analytics tools and reservation platforms.
A collection of peaceful, practical
urban spaces whenever you
need to work, meet or relax
An advanced purchase pass
that increases share of
wallet and ancillary spend of
in-region heavy users
A unique collection of lodges
around the world committed to
sustainability, authenticity and
service excellence
National Geographic
Unique Lodges of the World
Go Pass Breathr
“Ascend x______ Brand” (cont.)
Other Example Concepts
A collection of peaceful, practical
urban spaces whenever you
need to work, meet or relax
An advanced purchase pass
that increases share of
wallet and ancillary spend of
in-region heavy users
A unique collection of lodges
around the world committed to
sustainability, authenticity and
service excellence
National Geographic
Unique Lodges of the World
Go Pass Breathr
“Ascend x______ Brand” (cont.)
Other Example Concepts
Ascend x Washingtonian
A unique collection of extraordinary
journeys and thrilling destinations, rare
retreats and unique experiences in
and around the DC area.
Elevate x CP
Beyond ordinary rewards, Elevate
x CP is easy, on-the-go access to
dozens of perks - information, offers,
events - rewarding your curiosity for a
destination and making your trip more
rewarding
Recapture Collection
Revolution Momentum
Un-Franchisor messaging platform
Simple Contracts
No FDD
Fair Pricing
‘Key Drivers’
Benchmark Calculator ++
Analyze, visualize and report performance
across channels. Manage demand,
understand acquisition costs and maximize
net revenues.
KEY RESULTS
• Grew market share 250 bps and LTR 4 bps, reversing material multi-
year declines in both measures
• Grew development pipeline 25% and deal value 170% year-over-year
• Repositioned 50 independents into upscale, soft-branded product
• End-to-end redesign of franchise services
• Cut avg. expected opening time 30%
• Identified $230MM (est.) in unrealized fee opportunities
ASCEND HOTEL COLLECTION
BIZ CHALLENGE:
• Optimize value of $200MM marketing, distribution
and operations platform
• Reverse material declines in operating performance,
unit growth rate and satisfaction among franchisees
and guests
• Breakthrough perception of Choice with respect to
upscale and lifestyle
Neil Cantor - 240.605.3985 - neilcan@gmail.com
11. KEY RESULTS
• New brand design, guest experience plan, product / service
roadmap, halo moments, day part programming, etc.
• Enterprise alignment, activation and unit growth targets
realized
• Awards: #1 luxury Brand (JD Powers), World’s Best (T+L
500), Reader’s Choice (Conde Nast)
JW MARRIOTT
BIZ CHALLENGE:
• Position luxury challenger brand for accelerated growth
• Double distribution to 80 hotels by YE 2015
• Generate $600 MM in incremental room night revenue
Neil Cantor - 240.605.3985 - neilcan@gmail.com
12. Neil Cantor - 240.605.3985 - neilcan@gmail.com
• Grows value of customer base and focus on
customers who build business
• Cracks the code on driving purchase and
engagement
• Puts customer experience at the heart of a
company’s operating model
• Single focus on profitable, customer-driven
revenue growth
• Integrated understanding how to build high-
growth’ services that create value, improve lives
Brand | Product | Digital | Consumer Insights | Loyalty | Pricing Optimization | Commercial
Effectiveness | Growth | Data | Design | Turnaround | Repositioning | Launch | Service Innovation
Neil Cantor
13. Neil Cantor - 240.605.3985 - neilcan@gmail.com
• Hungry with a passion to succeed
• High customer IQ / business logic
• High relational abilities and network reach
• Executive perspective
• Pragmatic, collaborative & implementation
oriented
• Global enterprise and start-up leadership
• Authentic, proven and down to earth
Brand | Product | Digital | Consumer Insights | Loyalty | Pricing Optimization | Commercial
Effectiveness | Growth | Data | Design | Turnaround | Repositioning | Launch | Service Innovation
Neil Cantor
14. Neil Cantor
240.605.3985
neilcan@gmail.com
Neil helps grow brands and businesses into customer-centric, revenue
powerhouses.
His leadership includes defining and executing innovative and change-making
global brand, marketing, PR, operations, go-to-market, growth, customer
experience, service innovation, turnaround and transformation strategies for
multi-unit F500/F100 global brands and PE/VC-based start-ups.
His notable track record targeting peak profit segments includes development
and launch of one of the fastest growing, most accretive products in Marriott’s
history, commercial impact exceeding $1.0 billion incremental annual revenue and
transforming enterprises to put customers at heart of operations.
His expertise is in helping companies tap into a tremendous source of value
focusing first on (1) data and analytics-based insights about what customers value
that inform strategic investment in products they’re likely to buy and services,
offers and messages likely to drive purchase and engagement. And then on (2)
achieving coordinated action enterprise-wide based on what drives engagement.
Neil’s work with companies like Marriott, Revel Entertainment, Dow Jones, IDEO
and Choice Int’l spans travel, discovery, wellness, loyalty, playful learning, live
events and entertainment, real estate development and repositioning, the future
of work and meetings, news reporting, employee / franchisee engagement,
service innovation and more.
Neil is a graduate of MIT Sloan School of Management and Cornell University, and
resides in Bethesda, Maryland, with his wife and kids.
Neil Cantor
15. Neil Cantor
SENIOR STRATEGY & GROWTH LEADER
GLOBAL BRANDS | STARTUPS | TURN AROUNDS
Product Discovery | Service Innovation | Accelerated Growth | Lifestyle Brands | Loyalty | Digital
Neil Cantor - 240.605.3985 - neilcan@gmail.com