The document discusses how technology and consumer behaviors are driving the need for "message convergence", where brands coordinate messaging across channels in a personalized, real-time manner. It notes consumers are moving between channels more fluidly and expect consistent, relevant messaging. The document recommends brands find a single technology platform to enable message convergence, starting with getting email communications under control. It stresses the business opportunities for brands that can effectively implement message convergence and the risks for those that don't respond or do so incorrectly.
Customers Are Channel Neutral: The truth about multi-channel marketingDavid Harkins
Originally written in 2003 as a prediction for what would come to be known as "Omni-Channel marketing."
______
From 2003:
The term "multi-channel marketing" refers to the process of building a customer relationship across two or more marketing or sales channels.The channels are those that are interactive,such as face-to-face,telephone,email,Internet,or perhaps direct mail.These channels provide an organization the opportunity to develop and maintain the brand promise as the customer engages the organization at each point of contact.
The TeleTech 2015 Customer Experience Benchmark Research ReportElizabeth Glagowski
Findings from The 2015 TeleTech Customer Experience Benchmark Report reveal that while in some cases both groups are on the same page, in others, they are miles apart.
The Customer Experience: The Holly Grail of Competitive AdvantageDan Polito
Providing a great customer experience has emerged as the holy grail of competitive advantage, as traditional sources such as price or product differentiation become less sustainable. In an age of accelerated information flows, traditional sources of differentiation such as price and product differentiation erode rapidly, leaving customer service as the last sustainable source of competitive advantage. This challenges customer-facing departments to step up their game.
Customers Are Channel Neutral: The truth about multi-channel marketingDavid Harkins
Originally written in 2003 as a prediction for what would come to be known as "Omni-Channel marketing."
______
From 2003:
The term "multi-channel marketing" refers to the process of building a customer relationship across two or more marketing or sales channels.The channels are those that are interactive,such as face-to-face,telephone,email,Internet,or perhaps direct mail.These channels provide an organization the opportunity to develop and maintain the brand promise as the customer engages the organization at each point of contact.
The TeleTech 2015 Customer Experience Benchmark Research ReportElizabeth Glagowski
Findings from The 2015 TeleTech Customer Experience Benchmark Report reveal that while in some cases both groups are on the same page, in others, they are miles apart.
The Customer Experience: The Holly Grail of Competitive AdvantageDan Polito
Providing a great customer experience has emerged as the holy grail of competitive advantage, as traditional sources such as price or product differentiation become less sustainable. In an age of accelerated information flows, traditional sources of differentiation such as price and product differentiation erode rapidly, leaving customer service as the last sustainable source of competitive advantage. This challenges customer-facing departments to step up their game.
Cracking the Code on Insurance Company Customer LoyaltyCalabrio
It’s no longer simply about answering phones. As today’s insurance companies increasingly move toward direct-to-consumer distribution models, smart contact center leaders know the immense value they provide to their organization.
But how can they continually prove the contact center’s value to their company? And how can they use key voice of the customer data to unlock critical insights? More importantly, how can they use these insights to drive business success?
This SlideShare is a must-read for any insurance company focused on solving challenges facing insurers, improving the customer experience and making the contact center count.
Insurance companies are great at acquisition but bad at retention. Jack Morton offers our unique POV and 5 ways insurance brands can keep more customers.
The Changing Nature of the Customer Relationship by North HighlanddBrooke Novak
Things have changed with the way the customer experience is enacted. Success has less to do with big strategic decisions and more to do with practical, everyday operational decisions – and then getting them implemented. Customers have more control – much more. Product information, peer reviews and ratings, even competitors are all just a click away. This increased transparency puts brand promises to the test. And, whether you are B2C or B2B, your customers have become accustomed to personalized services, relevant and personalized offers, and customizable capabilities. All on demand. How do you meet these demands – let alone exceed them? This paper explores considerations on how to harness the power of digital information on the front line of the customer relationship to power your competitive edge through to your bottom line.
How important is customer satisfaction for your business today? Meeting the needs of the customer through business process outsourcing is the new lynchpin for organizations when it comes to determining their profits. Customer service outsourcing is no longer a novelty. It is a necessity. There is now an increasing need to strike a balance between customers and shareholders. Is your organization equipped to address this need?
Winterberry: Customer Experience Marketing: Realizing the Promise of Dynamic ...John Zell
It has been a subject of intense study—and even more intense commentary— for as long as marketers have been battling for the affections of consumers. When the topic turns to “customer experience,” everyone has an opinion ...
According to a 2013 retail industry report published by Accenture there are roughly 80 million Millennials in the United States alone, and they are spending approximately $600 billion annually, an amount expected to grow to $1.4 trillion by 2020. As the Baby Boomer generation retires and reduces their spending, building lasting customer relations with this demographic will be a key performance indicator for stability and growth over the next 40 years.
Saying you are customer centric is easy, however, delivering a truly outstanding customer experience requires more than marketing fluff. This presentation will explore the topic of Customer Experience and what it means to your customers and your enterprise in today’s competitive landscape.
Customer experience improvement can—and does— drive bottom-line results. So how can we prove that making customers happier can make you and your shareholders happier too?
[Series] Critical Channels of Choice - Part 1: CX Now…CX How? Explore the StackPrecisely
As a CX and marketing professional, you are responsible for communicating and
engaging with your prospects and clients in their moment of need. We’d like to
introduce you to our powerful portfolio of digital solutions designed for CX and
marketing professionals.
View this on-demand webinar to explore the key channels where your customers
want to engage with you – and how as a customer-obsessed organization, you can
embrace new market opportunities and exceed their expectations.
Social Listening in Practice: Customer ServiceBrandwatch
In our Customer Service Guide we provide an overview for all sectors on taking customer service social - covering why businesses should be - and need to be - doing it, as well as including case studies on businesses who have implemented effective changes.
Cracking the Code on Insurance Company Customer LoyaltyCalabrio
It’s no longer simply about answering phones. As today’s insurance companies increasingly move toward direct-to-consumer distribution models, smart contact center leaders know the immense value they provide to their organization.
But how can they continually prove the contact center’s value to their company? And how can they use key voice of the customer data to unlock critical insights? More importantly, how can they use these insights to drive business success?
This SlideShare is a must-read for any insurance company focused on solving challenges facing insurers, improving the customer experience and making the contact center count.
Insurance companies are great at acquisition but bad at retention. Jack Morton offers our unique POV and 5 ways insurance brands can keep more customers.
The Changing Nature of the Customer Relationship by North HighlanddBrooke Novak
Things have changed with the way the customer experience is enacted. Success has less to do with big strategic decisions and more to do with practical, everyday operational decisions – and then getting them implemented. Customers have more control – much more. Product information, peer reviews and ratings, even competitors are all just a click away. This increased transparency puts brand promises to the test. And, whether you are B2C or B2B, your customers have become accustomed to personalized services, relevant and personalized offers, and customizable capabilities. All on demand. How do you meet these demands – let alone exceed them? This paper explores considerations on how to harness the power of digital information on the front line of the customer relationship to power your competitive edge through to your bottom line.
How important is customer satisfaction for your business today? Meeting the needs of the customer through business process outsourcing is the new lynchpin for organizations when it comes to determining their profits. Customer service outsourcing is no longer a novelty. It is a necessity. There is now an increasing need to strike a balance between customers and shareholders. Is your organization equipped to address this need?
Winterberry: Customer Experience Marketing: Realizing the Promise of Dynamic ...John Zell
It has been a subject of intense study—and even more intense commentary— for as long as marketers have been battling for the affections of consumers. When the topic turns to “customer experience,” everyone has an opinion ...
According to a 2013 retail industry report published by Accenture there are roughly 80 million Millennials in the United States alone, and they are spending approximately $600 billion annually, an amount expected to grow to $1.4 trillion by 2020. As the Baby Boomer generation retires and reduces their spending, building lasting customer relations with this demographic will be a key performance indicator for stability and growth over the next 40 years.
Saying you are customer centric is easy, however, delivering a truly outstanding customer experience requires more than marketing fluff. This presentation will explore the topic of Customer Experience and what it means to your customers and your enterprise in today’s competitive landscape.
Customer experience improvement can—and does— drive bottom-line results. So how can we prove that making customers happier can make you and your shareholders happier too?
[Series] Critical Channels of Choice - Part 1: CX Now…CX How? Explore the StackPrecisely
As a CX and marketing professional, you are responsible for communicating and
engaging with your prospects and clients in their moment of need. We’d like to
introduce you to our powerful portfolio of digital solutions designed for CX and
marketing professionals.
View this on-demand webinar to explore the key channels where your customers
want to engage with you – and how as a customer-obsessed organization, you can
embrace new market opportunities and exceed their expectations.
Social Listening in Practice: Customer ServiceBrandwatch
In our Customer Service Guide we provide an overview for all sectors on taking customer service social - covering why businesses should be - and need to be - doing it, as well as including case studies on businesses who have implemented effective changes.
The consumer landscape has changed over the last ten years. New digital and mobile platforms and devices have transformed the way consumers interact with the organisations they do business with.
Read our new white paper to understand why cross-channel segmentation is more important than ever to keep up with today's hyper-connected consumers and what are the 8 critical success factors for an effective cross-channel classification.
This is the presentation from our Exclusive Sydney CBD Event 7:30am August 24th 2017 as Industry Leaders shared their insights and thoughts on how to achieve scale and success with Social.
Todays top performing companies compete based on customer experience. Todays customers want a SMARTER customer service experience through their social channel of choice — one that is both FAST and PERSONAL. In fact, 64% of customers expect companies to respond and interact with them in real-time or they will take their business elsewhere.
What was covered?
* Social Customer Service & Crisis Management - How to offer a ubiquitous and robust service experience across social
* Social Listening - How to drive strategic decisions across your business based on customer and competitive insights
* Social Leads - How to generate Social leads for your sales team to nurture
* Command Centre - How to drive change and awareness within an organisation by making your internal stakeholders aware of everything that's happening on Social, Email, Web, Ads, Journeys and through Sales Leaderboards
At this exclusive event we learned how major brands are able to listen to their customers at scale, control communications in a crisis, and engage with their customers with personal service, in an instant... creating advocacy in this culture of immediacy.
Agenda:
* 7:30am Registration and Networking
* 8:00am Opening Remarks
* 8:05am Presentation: Adam Brown
* 8:45am Panel Discussion
* 9:05am Closing Remarks
* 9:15am Networking
Presenter
Adam Brown is Executive Strategist for Salesforce Marketing Cloud. He and his team deliver integrated social marketing strategy to customers and work with product teams to develop the best marketing products and solutions in the industry. Before joining Salesforce in May of 2013, Adam was Executive Director of Social Media at Dell, where he led the company’s consumer strategy around social media marketing, engagement and social commerce initiatives. Adam joined Dell in 2010 after spending four years creating and leading the Office of Digital & Social Media at The Coca-Cola Company.
The Changing Nature of the Customer Relationshipmichellereape
This paper explores considerations on how to harness the power of the customer relationship on the front lines to power our clients’ competitive edge through to their bottom line
Reminders matter – modernizing outbound communications. David Kiefer
The smartphone is reducing human attention spans – now shorter than a common goldfish.
Researchers surveyed 2,000 consumers and studied 112 others using electroencephalograms to understand how the smartphone revolution has affected our attention spans. They discovered that since the dawn of the mobile revolution at the turn of millennium, our attention spans have dropped by 33% now registering at less than even the attention span of the common goldfish. http://www.nuance.com/ucmprod/groups/enterprise/@web-enus/documents/webasset/nc_048360.pdf
This is the presentation I gave at PRSA which talks about where PR fits within Social CRM and how as well as what is needed to make that fit work. Feel free to share it around and provide feedback!
The consumerization of B2B technology is dramatically changing how decision-makers research, discover and engage with peers in their journey. During this keynote presentation, author, digital anthropologist and Altimeter Group principal analyst Brian Solis, will uncover the innovative strategies B2B brands are implementing to better adapt to the increasingly complex and cross-channel decision-making experience. Using his own research, analysis and experience with B2B companies as a baseline, Brian will share his perspectives and real life examples of how B2B brands can:
-Understand new disruptions in the modern decision-making journey
-Humanize the B2B buying experience using more emotive and personalized approaches
-How information and peer-insights have evolved in key touch-points
-Help buyers manage risk in the selection process
How to reach a customer in the right wayTable of Contents .docxpooleavelina
How to reach a customer in the right way
Table of Contents
Which is the right channel to reach a customer?
Single-channel, multi- channels and omni- channels
The example of retail banking
Guiding the customers
The right incentives, and the “carrot” & “stick” theory
Creating a buzz
Which is the right content?
Content marketing and types of content marketing
Indented Study Contribution
When is the right time?
Ethical Consideration
Methodology and the example of Laura’s survey
How to reach a customer in the right way
Encourage people to join your email list
Start a blog or a website
Host a photo contest
Encourage reviews
Ask for referrals
Write a survey, questionnaires, poll etc..
Which is the right channel to reach a customer?
For a long time buying goods has taken place via the two main channels: the website of the retailer and/or the traditional retail sales point. It all used to be so simple as separate channel managers, separate channel-targeted segments, channel-aligned products, customers asked to deal with specific channels etc.
Nevertheless things have changed to date. New interactive features are provided on Websites to reach consumers, for example the possibility to try the product virtually and to achieve customised recommendations while mobile channels form the new mainstream of universal shopping, always and anywhere, via the mobile device. There is a rapid increase in the number of channels that enable users to freely access and compare, choose and buy products. Past studies indicate that customers participate more transactions in the new multichannel scenario as opposed to single-channel buyers (Dholakia et al., 2005, Seck and Philippe, 2013).
Omni-distribution channel is defined as using everything manufacturer/retailer have to gain, provide seamless, integrated and unified experience to retain customers.
Omni-distribution channel is about developing customer relations, but it has various challenges. Studies by Ogden-Barnes & Lowther (2012) on Australian retailing decision-making show that customers are lost due to inconsistent communication across various distribution channels during the first engagement phase of Omni-channel. The Kana Company research on Omni channel in 2013 sums up few Omni-channel drawbacks: the retailers face a fuzz in understanding the definition, mission and location of Omni channel in their organisation.
The omni-distribution channel is still in its infant stages, and its evangelization needs to be accelerated as it has enormous benefits that do not stand up to its dares.
The example of retail banking
Retail banking provides financial services for individuals and family
The three most important functions are:
Credit
Deposit
Money management
First of all retail banks offer consumers credit to buy homes, cars, and furniture.
Include mortgages, auto loans, and credit cards.
Yet multichannel marketing is more complicated than it might seem. Industries often multiply their channels ...
Similar to Cross-Channel Marketing and Message Convergence (20)
The Customer Engagement Roadmap - The Key to Increasing the Value of Your Membership Base
Want to increase your subscription site’s profitability? The Customer Engagement Roadmap will show you how!
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).
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
[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
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
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
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.
16. Where is digital messaging headed? Individualized- one-to-one communications where relevant, preference-driven messaging is the norm and customer expectation.
17. Where is digital messaging headed? Individualized- one-to-one communications where relevant, preference-driven messaging is the norm and customer expectation. Real time– in the moment communications where the message and response, action and reaction occur right now.
18. Where is digital messaging headed? Individualized- one-to-one communications where relevant, preference-driven messaging is the norm and customer expectation. Real time– in the moment communications where the message and response, action and reaction occur right now. Interactive – two-way communications where active dialogue (not passive monologue) is the key to engagement; where it’s more about the conversation than the initial message.
19. Where is digital messaging headed? Individualized- one-to-one communications where relevant, preference-driven messaging is the norm and customer expectation. Real time– in the moment communications where the message and response, action and reaction occur right now. Interactive – two-way communications where active dialogue (not passive monologue) is the key to engagement; where it’s more about the conversation than the initial message. Multi-channel– cross-channel communications where customers use multiple channels and fluidly move between them; where channel choice, brand consistency and coordinated messaging truly matter.
20. Where is digital messaging headed? Individualized- one-to-one communications where relevant, preference-driven messaging is the norm and customer expectation. Real time– in the moment communications where the message and response, action and reaction occur right now. Interactive – two-way communications where active dialogue (not passive monologue) is the key to engagement; where it’s more about the conversation than the initial message. Multi-channel– cross-channel communications where customers use multiple channels and fluidly move between them; where channel choice, brand consistency and coordinated messaging truly matter. Converged – melded communications where message types blur (marketing, service); where channels become incidental as interactions that begin in one channel are consummated in another.
21. Where is digital messaging headed? HUGE CHANGE Customer Behaviors & Expectations
22. Now add-in customer control IM Converged Device Converged Inbox Brand A Customer cross-channel control of messages and messengers – where some brands get access and some don’t. Access is earned.
23. Now add-in customer control IM IM Converged Device Converged Inbox Brand A Brand B Customer cross-channel control of messages and messengers – where some brands get access and some don’t. Access is earned.
24.
25. Customers moving fluidly between channels; interactions initiated in one channel being consummated in another.
79. Message Convergence is about staying connected with customers across multiple channels – channels now controlled by customers where access is a privilege extended to brands who earn it.
80.
81.
82.
83. Message Convergence is a technology-enabled customer engagement strategy; without it you get no whereGet your email under control. First place to apply new messaging technology in consolidating and coordinating email.
84.
85. Message Convergence is a technology-enabled customer engagement strategy; without it you get no whereGet your email under control. First place to apply new messaging technology in consolidating and coordinating email. Why email? Widest deployed form of digital messaging; easily understood Biggest positive impact on customer experience and bottom line
86. What to look for in your technology solution? Single solution. Find a single platform solution specifically built for the ‘new norm’ – not cobbled together, channel-specific point solutions – for coordinated, cross-channel messaging. It should: Serve as central integration layer for all digital messaging in enterprise Connect with different data sources, applications, systems and business processes across enterprise – horizontal integration
87. What to look for in technology solutions? Capable solution. Find a technologically advanced solution that’s capable of meeting future messaging needs – individualized, real time, interactive, multi channel, converged. It should be:
102. Marketers in silos don’t connect across the enterprise Few Organizations Connect Customer Centric Practices, Data, Measurement Across Silos Customers & Prospects Field Marketing Sales Management Customers & Prospects Loyalty Marketing Product Marketing Press and Others Corporate/Brand Marketing Investor Relations Marketing Silos, Lack of Connected Marketing, see www.CMF4.com For The Connected Marketing Framework Source: The Relevancy Group, LLC
103. Few organizations practice ‘connected marketing’ creating a disjointed, chaotic competitive culture Marketer roles are segregated. The majority lack sharing a universal connection of process and goals. Question Asked: Please select the statement or statements that best represent how your marketing organization operates? (select all) Source: The Relevancy Group Executive Survey, n=368 5/11, United States Only
104. Role segregation and lack of connected marketing produces disjointed/incomplete view of customer Customer Connected Marketing, when driven by coordinated connected marketing roles versus disparate marketing roles that serve only channels, see www.CMF4.com For The Connected Marketing Framework Source: The Relevancy Group, LLC
105. Centralizing for complete customer view remains elusive Question Asked: For each of the following systems and data sources, please indicate your plans for integrating to them into a centralized database for use in marketing efforts? (select one for each) Source: The Relevancy Group Executive Survey, n=368 5/11, US Only
106. Email as most widely deployed channel awaits convergence with other channels Question Asked: Which marketing channels do you actively market in? (select all) Source: The Relevancy Group Executive Survey, n=368 5/11, United States Only
Graphic Slide That Shows Devices – shows that convergence is happening in the hand for efficiency sake but it is not real convergenceDroid – Windows Phone, iphone – Bberry – separate boxes – but convergent in ones handInternet enabled TVs – facebook messaging on your remote … behavior has already changed. Don’t doubt the future of messaging and the places and means and devices that will empower such convergent communication
Letter ‘K’ is a word. Attention deficit is a REAL challenge for marketers.
Letter ‘K’ is a word. Attention deficit is a REAL challenge for marketers.
Letter ‘K’ is a word. Attention deficit is a REAL challenge for marketers.
Letter ‘K’ is a word. Attention deficit is a REAL challenge for marketers.
Letter ‘K’ is a word. Attention deficit is a REAL challenge for marketers.
This provides ‘context’ for discussing Cashing in on Content. Notice I said ‘digital messaging, not‘email.’ It’s not just about email anymore. Where is it headed? That’s what we’re thinking about … building our products to support as technology provider …Individualized: We’ve talked about one-to-one – forever -- but it’s becoming real and expected. Brands that don’t segment or can’t because they’re siloed (by structure or mindset) and have fragmented customer view – they’re in trouble. 52% of email marketers use NO segmentation (or segment of one).Real time: This is the new reality that technology fosters – an expectation of instant gratification. So much of what we do online is still carryover from offline world – a batch mindset and process – and doesn’t work when the expectation is NOW. Data mining … do it real time.Interactive: Here again, a mindset change from our old direct mail, monologue mindset.Multi-channel: This is a challenge. Can’t look at these as siloed communication channels. It’s one customer – and their expectation isn’t to be treated like a number (email address, phone number, etc.) Expect to be known and interacted with in channel of choice … but they don’t conveniently stay in one channel. Converged: Biggest challenge to silos. Need to start managing communication flows, not channels. Some called it managing engagement, same thing.
This provides ‘context’ for discussing Cashing in on Content. Notice I said ‘digital messaging, not‘email.’ It’s not just about email anymore. Where is it headed? That’s what we’re thinking about … building our products to support as technology provider …Individualized: We’ve talked about one-to-one – forever -- but it’s becoming real and expected. Brands that don’t segment or can’t because they’re siloed (by structure or mindset) and have fragmented customer view – they’re in trouble. 52% of email marketers use NO segmentation (or segment of one).Real time: This is the new reality that technology fosters – an expectation of instant gratification. So much of what we do online is still carryover from offline world – a batch mindset and process – and doesn’t work when the expectation is NOW. Data mining … do it real time.Interactive: Here again, a mindset change from our old direct mail, monologue mindset.Multi-channel: This is a challenge. Can’t look at these as siloed communication channels. It’s one customer – and their expectation isn’t to be treated like a number (email address, phone number, etc.) Expect to be known and interacted with in channel of choice … but they don’t conveniently stay in one channel. Converged: Biggest challenge to silos. Need to start managing communication flows, not channels. Some called it managing engagement, same thing.
This provides ‘context’ for discussing Cashing in on Content. Notice I said ‘digital messaging, not‘email.’ It’s not just about email anymore. Where is it headed? That’s what we’re thinking about … building our products to support as technology provider …Individualized: We’ve talked about one-to-one – forever -- but it’s becoming real and expected. Brands that don’t segment or can’t because they’re siloed (by structure or mindset) and have fragmented customer view – they’re in trouble. 52% of email marketers use NO segmentation (or segment of one).Real time: This is the new reality that technology fosters – an expectation of instant gratification. So much of what we do online is still carryover from offline world – a batch mindset and process – and doesn’t work when the expectation is NOW. Data mining … do it real time.Interactive: Here again, a mindset change from our old direct mail, monologue mindset.Multi-channel: This is a challenge. Can’t look at these as siloed communication channels. It’s one customer – and their expectation isn’t to be treated like a number (email address, phone number, etc.) Expect to be known and interacted with in channel of choice … but they don’t conveniently stay in one channel. Converged: Biggest challenge to silos. Need to start managing communication flows, not channels. Some called it managing engagement, same thing.
This provides ‘context’ for discussing Cashing in on Content. Notice I said ‘digital messaging, not‘email.’ It’s not just about email anymore. Where is it headed? That’s what we’re thinking about … building our products to support as technology provider …Individualized: We’ve talked about one-to-one – forever -- but it’s becoming real and expected. Brands that don’t segment or can’t because they’re siloed (by structure or mindset) and have fragmented customer view – they’re in trouble. 52% of email marketers use NO segmentation (or segment of one).Real time: This is the new reality that technology fosters – an expectation of instant gratification. So much of what we do online is still carryover from offline world – a batch mindset and process – and doesn’t work when the expectation is NOW. Data mining … do it real time.Interactive: Here again, a mindset change from our old direct mail, monologue mindset.Multi-channel: This is a challenge. Can’t look at these as siloed communication channels. It’s one customer – and their expectation isn’t to be treated like a number (email address, phone number, etc.) Expect to be known and interacted with in channel of choice … but they don’t conveniently stay in one channel. Converged: Biggest challenge to silos. Need to start managing communication flows, not channels. Some called it managing engagement, same thing.
This provides ‘context’ for discussing Cashing in on Content. Notice I said ‘digital messaging, not‘email.’ It’s not just about email anymore. Where is it headed? That’s what we’re thinking about … building our products to support as technology provider …Individualized: We’ve talked about one-to-one – forever -- but it’s becoming real and expected. Brands that don’t segment or can’t because they’re siloed (by structure or mindset) and have fragmented customer view – they’re in trouble. 52% of email marketers use NO segmentation (or segment of one).Real time: This is the new reality that technology fosters – an expectation of instant gratification. So much of what we do online is still carryover from offline world – a batch mindset and process – and doesn’t work when the expectation is NOW. Data mining … do it real time.Interactive: Here again, a mindset change from our old direct mail, monologue mindset.Multi-channel: This is a challenge. Can’t look at these as siloed communication channels. It’s one customer – and their expectation isn’t to be treated like a number (email address, phone number, etc.) Expect to be known and interacted with in channel of choice … but they don’t conveniently stay in one channel. Converged: Biggest challenge to silos. Need to start managing communication flows, not channels. Some called it managing engagement, same thing.
Customers have higher expectations. With their converged devices (smartphones) and converged inboxes (Facebook), they can ‘see’ what brands are doing … and whether expectations for contextual relevancy are being met.Now consider CUSTOMER CONTROL. Most interesting thing about Facebook Messages – NOT whether Facebook will displace Gmail or not – but converged inbox AND direct control given members on managing that inbox. Block messages and messengers – and do it CROSS-CHANNEL. This is where CUSTOMER CONTROL is headed. Not like we didn’t see things coming. Seen it in other media and even in email (spam button, etc.), but it’s here.CHALLENGE BECOMES: Staying CONNECTED with customers for communications and commerce. KEEING THOSE VITAL CONNECTIONS ALIVE.
Customers have higher expectations. With their converged devices (smartphones) and converged inboxes (Facebook), they can ‘see’ what brands are doing … and whether expectations for contextual relevancy are being met.Now consider CUSTOMER CONTROL. Most interesting thing about Facebook Messages – NOT whether Facebook will displace Gmail or not – but converged inbox AND direct control given members on managing that inbox. Block messages and messengers – and do it CROSS-CHANNEL. This is where CUSTOMER CONTROL is headed. Not like we didn’t see things coming. Seen it in other media and even in email (spam button, etc.), but it’s here.CHALLENGE BECOMES: Staying CONNECTED with customers for communications and commerce. KEEING THOSE VITAL CONNECTIONS ALIVE.
THE CHALLENGE BECOMES – STAYING CONNECTED WITH CUSTOMERS … FOR COMMUNICATION AND COMMERCE
CAN’T MIMIC CUSTOMER BEHAVIOR IN COMMUNICATIONS. Risks are obvious – lose vital connections, can’t continue conversation. Opportunities equally obvious for those who can achieve message convergence
CAN’T MIMIC CUSTOMER BEHAVIOR IN COMMUNICATIONS. Risks are obvious – lose vital connections, can’t continue conversation. Opportunities equally obvious for those who can achieve message convergence
Connected Marketing that is integrated across channels in a manner to leverage addressable customer, subscriber or prospect data in order to drive greater campaign effectiveness.
Connected Marketing that is integrated across channels in a manner to leverage addressable customer, subscriber or prospect data in order to drive greater campaign effectiveness.
Connected Marketing that is integrated across channels in a manner to leverage addressable customer, subscriber or prospect data in order to drive greater campaign effectiveness.
TCO talk = talk about the assumptions, not 2 to 1, imagine if it is 10 to 5.