Members of the ACRS team attended the Australian Loyalty Association ‘Customer Loyalty & Engagement Conference’ in Sydney. The event provided insight across the customer loyalty journey from high calibre speakers specialising in retail, aviation, sport and entertainment.
Disruption is causing chaos in the banking industry. Customers are buying insurance at Costco, making deposits at the grocery store, and transacting on their mobile devices. They are looking for relationships that deliver the most value and the least friction, and aren’t afraid to bypass traditional banks to get them.
To compete in this new reality, banks need to commit to building customer trust. In the presentation, “Banking’s Most Important Currency: Customer Trust,” Don Peppers, Founder, Peppers & Rogers Group, and Weston McDonald, Head of Financial Services, TeleTech, explore how to convert trustable banking customer experiences into a competitive advantage. Learn:
- The reality of disruption and competition in retail banking
- Why trust matters, and how it impacts the bottom line
- How to identify and leverage five drivers of trust specific to retail banking
SDL surveyed nearly 3000 consumers across 9 countries and 3 generations about their single or most prominent points of CX failure and CX success over the last 10 years, how they behave as a result and the impact on a brand. Download the report to learn where the points of failure occur, how different generations and regions classify failures, how different consumers respond to failure and what can be done to take advantage of this wakeup call and avoid failure fallout.
2019 Insights from top US retailers on new trends in digital CXiAdvize
Gatepoint Research partnered with iAdvize to survey US Marketing, Customer Experience and Strategy leaders to better understand new priorities emerging for digital customer experience.
Disruption is causing chaos in the banking industry. Customers are buying insurance at Costco, making deposits at the grocery store, and transacting on their mobile devices. They are looking for relationships that deliver the most value and the least friction, and aren’t afraid to bypass traditional banks to get them.
To compete in this new reality, banks need to commit to building customer trust. In the presentation, “Banking’s Most Important Currency: Customer Trust,” Don Peppers, Founder, Peppers & Rogers Group, and Weston McDonald, Head of Financial Services, TeleTech, explore how to convert trustable banking customer experiences into a competitive advantage. Learn:
- The reality of disruption and competition in retail banking
- Why trust matters, and how it impacts the bottom line
- How to identify and leverage five drivers of trust specific to retail banking
SDL surveyed nearly 3000 consumers across 9 countries and 3 generations about their single or most prominent points of CX failure and CX success over the last 10 years, how they behave as a result and the impact on a brand. Download the report to learn where the points of failure occur, how different generations and regions classify failures, how different consumers respond to failure and what can be done to take advantage of this wakeup call and avoid failure fallout.
2019 Insights from top US retailers on new trends in digital CXiAdvize
Gatepoint Research partnered with iAdvize to survey US Marketing, Customer Experience and Strategy leaders to better understand new priorities emerging for digital customer experience.
The power of me: The impact of personalization on marketing performanceEpsilon Marketing
The appeal for personalization is high among consumers. They not only want it, but expect it. And our research found that personalization is profitable. For more information contact us here: https://us.epsilon.com/data-driven-marketing-solutions-contact-us
Location Intelligence Drives Competitive Edge in the Digital AgeLauren Fellure
Digital transformation is affecting how organizations engage with their customers across the entire customer life cycle, from marketing and commerce to products, services, support, and ongoing customer engagement. To ensure they survive and thrive in the digital age, organizations must know and understand their customers’ unique context and location.
While location intelligence is rising in importance across both customer- facing areas and back-end systems and processes, organizations face challenges with data quality, technology, and compliance issues. These challenges are ultimately worth overcoming, as customers are increasingly interested in personalized experiences based on their location. By enhancing location intelligence capabilities, firms can deliver more of these personalized experiences to better engage customers, improve loyalty, and drive business growth.
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.
Case Study: How Brilliant Noise Are Backing Creative Ideas with Trusted InsightGlobalWebIndex
Brilliant Noise is a marketing and communications partner that transforms businesses through data-led strategy, planning and creative.
Working with some of the world’s leading brands including adidas, Universal Pictures and Jaguar Land Rover, the agency’s partnership with GlobalWebIndex supports their customer-first approach to planning and strategy, providing clients with relevant, responsive and real-time marketing.
At The End of every B is a C: B2B Customer Engagement with Paul GreenbergDale Roberts
There is no more B2B or C2C, only Human to Human. Customer engagement is the number one priority for every business. All organisations are figuring out how to engage customers and keep them engaged. What do you have to do? Who else does this well? What are the benefits?
The answers to these differentiate companies in busy markets and are the source of sustainable and profitable business. Paul Greenberg, author of CRM at the Speed of Light, known as the bible of CRM, will help you figure that out.
How SMBs in the Middle East are embracing social media [2015 Research]LinkedIn Europe
SMBs are driving the Middle East back to growth, and relying on social media to help them do it. Here’s how to put together a winning social strategy to reach them:
The Personalization Revolution: Policyholder Acquisition & Retention in a Di...Peppers & Rogers Group
Service expectations in the insurance industry are on the rise. To keep pace, leading insurers are moving away from a traditional product focus to center business around the customer. In particular, there are a number of opportunities to improve customer acquisition and retention ROI by personalizing marketing, sales, and service interactions. In the presentation, “Good Policy: Personalization Drives Customer Acquisition and Retention for Insurers”, Weston McDonald, SVP of Financial Services at TeleTech, Jonathan Gray, VP of Marketing at Revana, and Elizabeth Glagowski, editor-in-chief, Customer Strategist Journal, explore the specific ways that personalization can drive success in customer acquisition and retention activities for the insurance industry. Discover:
- The growing importance of customer focus in the P&C and life insurance industries
- Six areas of personalization strategy that will boost customer acquisition performance
- Five ways in which personalization can immediately deepen customer retention
Transforming businesses through design maria niiniharju, idean, part of capge...Capgemini
Design Thinking can lead to measurable business value very fast - lowering development costs, improving efficiency, driving adoption, improving brand recognition and also driving employee engagement. However, lasting value often requires a cultural transformation and approaching business challenges more holistically - this is where design-led transformation truly pays off. How can human centric approach make the biggest, boldest impact in 2018 and beyond?
Microsoft --2017 State of Global Customer ServiceAbhishek Sood
Thanks to the influence of digital and mobile technology, customers expect more from brands when it comes to convenience, resolution times, and agent expertise.
This Microsoft 2017 State of Global Customer Service report explores how modern brands are meeting these rising expectations, polling data from 5,000 people based in Brazil, Germany, Japan, the United Kingdom, and the U.S.
The health insurance customer experience - Understanding the impact of simpli...Siegel+Gale
Few would argue that customers crave simplicity.But from a business perspective, does it really matter?
Siegel+Gale demonstrate the role of simplicity in creating positive customer interactions that build customer loyalty and ultimately increase revenue.
+ Gain insights into the findings of our Global Brand Simplicity Index - a report that evaluates the simplicity of 400+ global brands, including top national healthcare insurers
+Learn how your priorities stack up against the latest PinPoint report - a survey of 1,000+ health insurance customers on which brand experiences have the greatest impact
+ Understand how innovative companies have made simplicity pay, and consider how to get started creating simpler, high-impact brand experiences
Siegel+Gale is a global strategic branding firm committed to building world-class brands through elegantly simple, unexpectedly fresh strategies, stories and experiences. We deliver comprehensive services in brand development, simplification, research and digital media. Since our founding by brand sage and simplification pioneer Alan Siegel in 1969, Siegel+Gale's mantra has been "Simple is Smart."
A new Economist Intelligence unit study found marketers see their influence rising within their companies. But with great power comes great responsibility. Check out a slide show with the results of the study, "The rise of the marketer."
Every business big or small is aware that they need to market to reach out to their target audience. However, the trick is knowing how you can split a marketing budget between traditional and online marketing. Then allocate the online portion among various channels.
Digital marketing is about having a presence of your brand or company where your customers are. Therefore; the best strategy is to try something, track results, then tweak your strategy to maximize ROI.
For you, the thought of keeping up with the ever-changing digital marketing best practices of SEO, PPC, social media, content plan for blog posts, split testing Facebook ads, crafting email subject lines, and staying on top of the latest SEO tactics that keep Google happy, is overwhelming. I am here to support you in walking through these platforms profitably.
I understand that you might want to keep some social media or online marketing tasks in-house, and that’s totally cool with me, too! I am happy to be as hands on or hands off as needed. It’s never an ‘all or nothing’ scenario when you hire me.
Looking for new ways to win over those high-potential B2B prospects? Account-based marketing may be the answer. Learn how advances in marketing and advertising technology help you leverage account-based marketing to build affection, relevance and trust to engage your high-potential prospects.
Infographic: Tackling the Employee Engagement Challenge1to1 Media
Building and retaining a team of dedicated employees is a critical challenge for companies of all sizes. Engaged employees help grow a company’s bottom line, but business leaders need to give those employees compelling reasons to stay. As organizations invest in strategies to foster an engaged workforce, here are several survey results to keep in mind.
Buyers can now discover nearly everything about companies, products and
services from websites and other Web sources, including what customers are
saying on social media.
The power of me: The impact of personalization on marketing performanceEpsilon Marketing
The appeal for personalization is high among consumers. They not only want it, but expect it. And our research found that personalization is profitable. For more information contact us here: https://us.epsilon.com/data-driven-marketing-solutions-contact-us
Location Intelligence Drives Competitive Edge in the Digital AgeLauren Fellure
Digital transformation is affecting how organizations engage with their customers across the entire customer life cycle, from marketing and commerce to products, services, support, and ongoing customer engagement. To ensure they survive and thrive in the digital age, organizations must know and understand their customers’ unique context and location.
While location intelligence is rising in importance across both customer- facing areas and back-end systems and processes, organizations face challenges with data quality, technology, and compliance issues. These challenges are ultimately worth overcoming, as customers are increasingly interested in personalized experiences based on their location. By enhancing location intelligence capabilities, firms can deliver more of these personalized experiences to better engage customers, improve loyalty, and drive business growth.
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.
Case Study: How Brilliant Noise Are Backing Creative Ideas with Trusted InsightGlobalWebIndex
Brilliant Noise is a marketing and communications partner that transforms businesses through data-led strategy, planning and creative.
Working with some of the world’s leading brands including adidas, Universal Pictures and Jaguar Land Rover, the agency’s partnership with GlobalWebIndex supports their customer-first approach to planning and strategy, providing clients with relevant, responsive and real-time marketing.
At The End of every B is a C: B2B Customer Engagement with Paul GreenbergDale Roberts
There is no more B2B or C2C, only Human to Human. Customer engagement is the number one priority for every business. All organisations are figuring out how to engage customers and keep them engaged. What do you have to do? Who else does this well? What are the benefits?
The answers to these differentiate companies in busy markets and are the source of sustainable and profitable business. Paul Greenberg, author of CRM at the Speed of Light, known as the bible of CRM, will help you figure that out.
How SMBs in the Middle East are embracing social media [2015 Research]LinkedIn Europe
SMBs are driving the Middle East back to growth, and relying on social media to help them do it. Here’s how to put together a winning social strategy to reach them:
The Personalization Revolution: Policyholder Acquisition & Retention in a Di...Peppers & Rogers Group
Service expectations in the insurance industry are on the rise. To keep pace, leading insurers are moving away from a traditional product focus to center business around the customer. In particular, there are a number of opportunities to improve customer acquisition and retention ROI by personalizing marketing, sales, and service interactions. In the presentation, “Good Policy: Personalization Drives Customer Acquisition and Retention for Insurers”, Weston McDonald, SVP of Financial Services at TeleTech, Jonathan Gray, VP of Marketing at Revana, and Elizabeth Glagowski, editor-in-chief, Customer Strategist Journal, explore the specific ways that personalization can drive success in customer acquisition and retention activities for the insurance industry. Discover:
- The growing importance of customer focus in the P&C and life insurance industries
- Six areas of personalization strategy that will boost customer acquisition performance
- Five ways in which personalization can immediately deepen customer retention
Transforming businesses through design maria niiniharju, idean, part of capge...Capgemini
Design Thinking can lead to measurable business value very fast - lowering development costs, improving efficiency, driving adoption, improving brand recognition and also driving employee engagement. However, lasting value often requires a cultural transformation and approaching business challenges more holistically - this is where design-led transformation truly pays off. How can human centric approach make the biggest, boldest impact in 2018 and beyond?
Microsoft --2017 State of Global Customer ServiceAbhishek Sood
Thanks to the influence of digital and mobile technology, customers expect more from brands when it comes to convenience, resolution times, and agent expertise.
This Microsoft 2017 State of Global Customer Service report explores how modern brands are meeting these rising expectations, polling data from 5,000 people based in Brazil, Germany, Japan, the United Kingdom, and the U.S.
The health insurance customer experience - Understanding the impact of simpli...Siegel+Gale
Few would argue that customers crave simplicity.But from a business perspective, does it really matter?
Siegel+Gale demonstrate the role of simplicity in creating positive customer interactions that build customer loyalty and ultimately increase revenue.
+ Gain insights into the findings of our Global Brand Simplicity Index - a report that evaluates the simplicity of 400+ global brands, including top national healthcare insurers
+Learn how your priorities stack up against the latest PinPoint report - a survey of 1,000+ health insurance customers on which brand experiences have the greatest impact
+ Understand how innovative companies have made simplicity pay, and consider how to get started creating simpler, high-impact brand experiences
Siegel+Gale is a global strategic branding firm committed to building world-class brands through elegantly simple, unexpectedly fresh strategies, stories and experiences. We deliver comprehensive services in brand development, simplification, research and digital media. Since our founding by brand sage and simplification pioneer Alan Siegel in 1969, Siegel+Gale's mantra has been "Simple is Smart."
A new Economist Intelligence unit study found marketers see their influence rising within their companies. But with great power comes great responsibility. Check out a slide show with the results of the study, "The rise of the marketer."
Every business big or small is aware that they need to market to reach out to their target audience. However, the trick is knowing how you can split a marketing budget between traditional and online marketing. Then allocate the online portion among various channels.
Digital marketing is about having a presence of your brand or company where your customers are. Therefore; the best strategy is to try something, track results, then tweak your strategy to maximize ROI.
For you, the thought of keeping up with the ever-changing digital marketing best practices of SEO, PPC, social media, content plan for blog posts, split testing Facebook ads, crafting email subject lines, and staying on top of the latest SEO tactics that keep Google happy, is overwhelming. I am here to support you in walking through these platforms profitably.
I understand that you might want to keep some social media or online marketing tasks in-house, and that’s totally cool with me, too! I am happy to be as hands on or hands off as needed. It’s never an ‘all or nothing’ scenario when you hire me.
Looking for new ways to win over those high-potential B2B prospects? Account-based marketing may be the answer. Learn how advances in marketing and advertising technology help you leverage account-based marketing to build affection, relevance and trust to engage your high-potential prospects.
Infographic: Tackling the Employee Engagement Challenge1to1 Media
Building and retaining a team of dedicated employees is a critical challenge for companies of all sizes. Engaged employees help grow a company’s bottom line, but business leaders need to give those employees compelling reasons to stay. As organizations invest in strategies to foster an engaged workforce, here are several survey results to keep in mind.
Buyers can now discover nearly everything about companies, products and
services from websites and other Web sources, including what customers are
saying on social media.
What Is the Future of Data Sharing? - Consumer Mindsets and the Power of BrandsDavid Rogers
READ an OVERVIEW: https://www.linkedin.com/pulse/new-research-what-future-data-sharing-david-rogers
This research study was produced by Columbia Business School’s Center on Global Brand Leadership, in conjunction with the Aimia Institute.
As data becomes an increasingly important asset for any business, access to accurate data from customers—about their interests, behaviors, and identity—is vital to successful, durable relationships. Our research explores how businesses can make data sharing a “win-win” for both companies and the customers they serve.
Co-authors David Rogers and Matthew Quint surveyed attitudes towards sharing data with business in six different industries, talking with 8,000 consumers from the US, UK, Canada, France, and India.
Our surprising findings show that even consumers who are actively protective of their data are often happy to share it for relevant offers and value. The study revealed four distinct “mindsets” that consumers have towards sharing data. And we uncovered clear opportunities for business to use data to add more value to their relationships with consumers.
Columbia Business School's Center on Global Brand Leadership, in conjunction with the Aimia Institute, surveyed over 8000 global consumers to uncover how they perceive
and act on sharing their data with companies.
More information is available from:
http://gsb.columbia.edu/globalbrands
or
http://aimia.com
Afinium.com Big Data Big Sales White Paper 2014 Afinium
Customer centricy drives sales, and real time data analytics allows creation of uniquely personalized buyer experiences to convert even casual browsers into loyal customers.
Start your journey to personalising the customer experience.
This guide will challenge you to do some housekeeping and reconsider how you think about your current and future loyalty personalisation efforts.
Start Turning Data Into Actionable InsightsTiffani Allen
Research shows that when consumer insights are translated into action a company is 84% more likely to surpass revenue and profitability goals. Ciceron is a full service digital marketing agency that believes that data points can be used to tell a story, gleaning consumer insights and using those to maximize your ROI.
Numa era de mudanças organizacionais e perturbações globais sem precedentes, o relatório Global Marketing Trends 2022 apresenta as principais tendências de marketing, fruto dos desafios de negócio que enfrentamos
Net Promoter is an increasingly popular method of measuring loyalty. This article describes the approach and why a single measure is not enough to improve business performance.
CRM 101: What is CRM?
This is a simple definition of CRM.
Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships to grow your business. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
When people talk about CRM, they are usually referring to a CRM system, a tool that helps with contact management, sales management, agent productivity, and more. CRM tools can now be used to manage customer relationships across the entire customer lifecycle, spanning marketing, sales, digital commerce, and customer service interactions.
A CRM solution helps you focus on your organization’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship.
Who is CRM for?
A CRM system gives everyone — from sales, customer service, business development, recruiting, marketing, or any other line of business — a better way to manage the external interactions and relationships that drive success. A CRM tool lets you store customer and prospect contact information, identify sales opportunities, record service issues, and manage marketing campaigns, all in one central location — and make information about every customer interaction available to anyone at your company who might need it.
With visibility and easy access to data, it's easier to collaborate and increase productivity. Everyone in your company can see how customers have been communicated with, what they’ve bought, when they last purchased, what they paid, and so much more. CRM can help companies of all sizes drive business growth, and it can be especially beneficial to a small business, where teams often need to find ways to do more with less.
Here’s why CRM matters to your business.
CRM is the largest and fastest-growing enterprise application software category, and worldwide spending on CRM is expected to reach USD $114.4 billion by the year 2027. If your business is going to last, you need a strategy for the future that’s centered around your customers, and enabled by the right technology. You have targets for sales, business objectives, and profitability. But getting up-to-date, reliable information on your progress can be tricky. How do you translate the many streams of data coming in from sales, customer service, marketing, and social media monitoring into useful business information?
A CRM system can give you a clear overview of your customers. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more. You can even choose to include information
2016 Lead Nurturing Report In Partnership With Salesforce PardotVeena Glover
Lead nurturing is a powerful marketing strategy and it is evident that marketers would like to continue reaping the rewards of their nurturing programs by setting a variety of objectives that revolve around this indispensable tool.
emedia and Pardot set out to discover the latest and greatest lead nurturing strategies currently deployed by the top tier marketers to drive their prospects through the buying cycle.
This report draws its conclusions from a 2016 survey that polled a large sample of B2B marketers based in EMEA and US/NA.
Insight into the mind of your peers: Discover the benefits that marketers have reaped, challenges they've faced and the future goals that they're now aspiring to.
You'll find top tips on numerous topics including segmenting data, personalising programs and marketing automation. This report will fuel your future plans and help you to design and implement successful lead nurturing campaigns.
Our research found that most people define their ideal experience in terms of relevance — getting the information they need quickly and ensuring that they are remembered between and during engagements with a brand. Yet despite customer experience being a top priority for the C-suite, few organizations have a coherent strategy that aligns customer experience against business strategy and then across departments.
Our research found that the key is to use relationships as the foundation for a next-generation customer experience strategy, with touchpoints and journeys remaining practical necessities. The strategy must prioritize experiences that create relevance in the relationship that in the end drives business results. To develop the strategy itself, start by understanding the maturity of your experience strategy formulation and execution capabilities.
From there, the strategy process has four components:
• Understand the next generation customer on a continuous basis.
• Create a vision and guiding principles that connect experience to relationships.
• Prioritize experience initiatives for relevance.
• Align the organization for execution.
To download the full report at no cost, visit http://bit.ly/altimeter-exp-strategy
Inside Retail Academy: Managing Marketing in a Multi Channel Retail EnvironmentACRSMonash
The ACRS team attended Inside Retail Academy’s one day intensive workshop, 'Managing marketing in a multi channel retail environment'. The workshop focused on modern marketing in a fast paced, technology fueled, ever-evolving retail environment.
Members of the ACRS attended the all-day event which spoke about 10 macro trends that were now influencing consumer behaviour across multiple industries in Australia. The seminar addressed rapidly rising consumer expectations, how the trends were reshaping consumers expectations and how these successful trends were simply satisfying basic human needs. Insight was given on how retailers and businesses could interpret the macro trends to apply and innovate their own their own vision, products or services, marketing or campaigns, and business models. The following pages highlight the key insights with examples where relevant.
Members of the ACRS attended the all-day event which spoke about 10 macro trends that were now influencing consumer behaviour across multiple industries in Australia. The seminar addressed rapidly rising consumer expectations, how the trends were reshaping consumers expectations and how these successful trends were simply satisfying basic human needs. Insight was given on how retailers and businesses could interpret the macro trends to apply and innovate their own their own vision, products or services, marketing or campaigns, and business models. The following pages highlight the key insights with examples where relevant.
eCommerce Conference and Expo Highlights ACRSMonash
Members of the ACRS team attended Day 2 of the eCommerce Conference and Expo. It was a very insightful day, with numerous national and international keynotes discussing prominent current trends and future directions for the eCommerce space. The following presentation highlights key insights.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
First Things First: Building and Effective Marketing Strategy
Too many companies (and marketers) jump straight into activation planning without formalizing a marketing strategy. It may seem tedious, but analyzing the mindset of your targeted audiences and identifying the messaging points most likely to resonate with them is time well spent. That process is also a great opportunity for marketers to collaborate with sales leaders and account managers on a galvanized go-to-market approach. I’ll walk you through the methods and tools we use with our clients to ensure campaign success.
Key Takeaways:
-Recognize the critical role of strategy in marketing
-Learn our approach for building an actionable, effective marketing strategy
-Receive templates and guides for developing a marketing strategy
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
For too many years marketing and sales have operated in silos...while in some forward thinking companies, the two organizations work together to drive new opportunity development and revenue. This session will explore the lessons learned in that beautiful dance that can occur when marketing and sales work together...to drive new opportunity development, account expansion and customer satisfaction.
No, this is not a conversation about MQLs and SQLs. Instead we will focus on a framework that allows the two organizations to drive company success together.
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
The Secret to Engaging Modern Consumers: Journey Mapping and Personalization
In today's digital landscape, understanding the customer's journey and delivering personalized experiences are paramount. This masterclass delves into the art of consumer journey mapping, a powerful technique that visualizes the entire customer experience across touchpoints. Attendees will learn how to create detailed journey maps, identify pain points, and uncover opportunities for optimization. The presentation also explores personalization strategies that leverage data and technology to tailor content, products, and experiences to individual customers. From real-time personalization to predictive analytics, attendees will gain insights into cutting-edge approaches that drive engagement and loyalty.
Key Takeaways:
Current consumer landscape; Steps to mapping an effective consumer journey; Understanding the value of personalization; Integrating mapping and personalization for success; Brands that are getting It right!; Best Practices; Future Trends
AI-Powered Personalization: Principles, Use Cases, and Its Impact on CROVWO
In today’s era of AI, personalization is more than just a trend—it’s a fundamental strategy that unlocks numerous opportunities.
When done effectively, personalization builds trust, loyalty, and satisfaction among your users—key factors for business success. However, relying solely on AI capabilities isn’t enough. You need to anchor your approach in solid principles, understand your users’ context, and master the art of persuasion.
Join us as Sarjak Patel and Naitry Saggu from 3rd Eye Consulting unveil a transformative framework. This approach seamlessly integrates your unique context, consumer insights, and conversion goals, paving the way for unparalleled success in personalization.
Digital Commerce Lecture for Advanced Digital & Social Media Strategy at UCLA...Valters Lauzums
E-commerce in 2024 is characterized by a dynamic blend of opportunities and significant challenges. Supply chain disruptions and inventory shortages are critical issues, leading to increased shipping delays and rising costs, which impact timely delivery and squeeze profit margins. Efficient logistics management is essential, yet it is often hampered by these external factors. Payment processing, while needing to ensure security and user convenience, grapples with preventing fraud and integrating diverse payment methods, adding another layer of complexity. Furthermore, fulfillment operations require a streamlined approach to handle volume spikes and maintain accuracy in order picking, packing, and shipping, all while meeting customers' heightened expectations for faster delivery times.
Amid these operational challenges, customer data has emerged as an important strategy. By focusing on personalization and enhancing customer experience from historical behavior, businesses can deliver improved website and brand experienced, better product recommendations, optimal promotions, and content to meet individual preferences. Better data analytics can also help in effectively creating marketing campaigns, improving customer retention, and driving product development and inventory management.
Innovative formats such as social commerce and live shopping are beginning to impact the digital commerce landscape, offering new ways to engage with customers and drive sales, and may provide opportunity for brands that have been priced out or seen a downturn with post-pandemic shopping behavior. Social commerce integrates shopping experiences directly into social media platforms, tapping into the massive user bases of these networks to increase reach and engagement. Live shopping, on the other hand, combines entertainment and real-time interaction, providing a dynamic platform for showcasing products and encouraging immediate purchases. These innovations not only enhance customer engagement but also provide valuable data for businesses to refine their strategies and deliver superior shopping experiences.
The e-commerce sector is evolving rapidly, and businesses that effectively manage operational challenges and implement innovative strategies are best positioned for long-term success.
How to Run Landing Page Tests On and Off Paid Social PlatformsVWO
Join us for an exclusive webinar featuring Mariate, Alexandra and Nima where we will unveil a comprehensive blueprint for crafting a successful paid media strategy focused on landing page testing.With escalating costs in paid advertising, understanding how to maximize each visitor’s experience is crucial for retention and conversion.
This session will dive into the methodologies for executing and analyzing landing page tests within paid social channels, offering a blend of theoretical knowledge and practical insights.
The Pearmill team will guide you through the nuances of setting up and managing landing page experiments on paid social platforms. You will learn about the critical rules to follow, the structure of effective tests, optimal conversion duration and budget allocation.
The session will also cover data analysis techniques and criteria for graduating landing pages.
In the second part of the webinar, Pearmill will explore the use of A/B testing platforms. Discover common pitfalls to avoid in A/B testing and gain insights into analyzing A/B tests results effectively.
Short video marketing has sweeped the nation and is the fastest way to build an online brand on social media in 2024. In this session you will learn:- What is short video marketing- Which platforms work best for your business- Content strategies that are on brand for your business- How to sell organically without paying for ads.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Is AI-Generated Content the Future of Content Creation?Cut-the-SaaS
Discover the transformative power of AI in content creation with our presentation, "Is AI-Generated Content the Future of Content Creation?" by Puran Parsani, CEO & Editor of Cut-The-SaaS. Learn how AI-generated content is revolutionizing marketing, publishing, education, healthcare, and finance by offering unprecedented efficiency, creativity, and scalability.
Understanding
AI-Generated Content:
AI-generated content includes text, images, videos, and audio produced by AI without direct human involvement. This technology leverages large datasets to create contextually relevant and coherent material, streamlining content production.
Key Benefits:
Content Creation: Rapidly generate high-quality content for blogs, articles, and social media.
Brainstorming: AI simulates conversations to inspire creative ideas.
Research Assistance: Efficiently summarize and research information.
Market Insights:
The content marketing industry is projected to grow to $17.6 billion by 2032, with AI-generated content expected to dominate over 55% of the market.
Case Study: CNET’s AI Content Controversy:
CNET’s use of AI for news articles led to public scrutiny due to factual inaccuracies, highlighting the need for transparency and human oversight.
Benefits Across Industries:
Marketing: Personalize content at scale and optimize engagement with predictive analytics.
Publishing: Automate content creation for faster publication cycles.
Education: Efficiently generate educational materials.
Healthcare: Create accurate content for patients and professionals.
Finance: Produce timely financial content for decision-making.
Challenges and Ethical Considerations:
Transparency: Disclose AI use to maintain trust.
Bias: Address potential AI biases with diverse datasets.
SEO: Ensure AI content meets SEO standards.
Quality: Maintain high standards to prevent misinformation.
Conclusion:
AI-generated content offers significant benefits in efficiency, personalization, and scalability. However, ethical considerations and quality assurance are crucial for responsible use. Explore the future of content creation with us and see how AI is transforming various industries.
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Follow Cut-The-SaaS on LinkedIn, Instagram, YouTube, Twitter, and Medium. Visit cut-the-saas.com for more insights and resources.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
Turn Digital Reputation Threats into Offense Tactics - Daniel Lemin
Customer Engagement and Loyalty Conference 2015
1. Customer Loyalty & Engagement Conference
The Star Conference Centre, Sydney
June 2015
2. 2
Seminar Details
Customer Loyalty & Engagement Conference
Conference: 18 June, 2015
The Star Conference Centre, Sydney
http://loyalty2015.floktu.com/
The Australian Loyalty Committee was founded in 2012 by some of Australia’s leading loyalty
experts. The aim is to foster knowledge sharing across Loyalty, CRM and Customer Engagement
and build a community of like-minded individuals. To build on this success and broaden the
exposure of the Loyalty association we hosted the first dedicated Loyalty & Customer Engagement
Conference on June 18th in Sydney, bringing together the most recognizable customer
engagement experts to share innovation & insights for building customer loyalty.”
Members of the ACRS team attended the Australian Loyalty Association ‘Customer Loyalty & Engagement
Conference’ in Sydney. The event provided insight across the customer loyalty journey from high calibre
speakers specialising in retail, aviation, sport and entertainment.
Customer Loyalty & Engagement Conference
3. 3
Seminar Highlights – Lewis Pullen, NRL
Testing & Measuring Loyalty
Lewis Pullen, Marketing and Customer EGM, NRL
Testing and measurement is the best way to learn what is working and what is not.
Proper testing and measurement means failures are successes, if you learn from them.
Aiming to create Australia’s biggest sporting community growing engagement through participation.
Transforming membership cards into a transaction and loyalty device.
Lewis discussed the strategic priorities for the NRL in 2015 which included strengthening clubs, world class stadia, investing in
the future value of rights, reputation, and fan engagement. Further, the NRL is driving social engagement through a listening
platform and data insights. In doing so they hope to connect fans with key influencers during major events and respond with real
time shareable content. As a result, fans are expected to post and retweet which amplifies the strength of the brand.
Customer Loyalty & Engagement Conference
4. 4
Seminar Highlights – Neil Thompson, Velocity
Loyalty & Execution
Neil Thompson, CEO, Velocity
Loyalty programs often fail during the execution stages of development.
Execution is pivotal across the full spectrum of the customer experience.
Neil highlighted the huge success Virgin Australia has achieved with their Velocity loyalty program in the highly competitive
airline industry. The loyalty program centers on creating a global network, offering family benefits, status benefits and faster
rewards. With Virgin expansion plans into space travel, Velocity will also expand their frequent flyer program to include ‘Space
Class’. Velocity also run local campaigns with their BP partnership, which promotes the accessibility of international travel
through Velocity’s tiered loyalty program.
Customer Loyalty & Engagement Conference
5. 5
Seminar Highlights – Sally McNamara, Victorian
Racing Club
Successful Partnerships
Sally McNamara, Loyalty Strategy Manager, Victoria Racing Club
Embed loyalty in the business culture, clarify the true objectives of the loyalty strategy and measures of success.
Becoming a customer centric organisation is complex and getting it right is crucial to creating value.
Important to fine tune the design through financial and scenario testing.
Technology is half the challenge, but the end result is worth it for a 360 degree view of the customer and an improved
customer experience.
Sally talked about the Victorian Racing Club’s ten step process for developing loyalty. The process involved both strategic
development and strategic execution. The ten steps Sally discussed included; (1) loyalty strategy framework development, (2)
market research and data analytics, (3) model design and value proposition, (4) test and learn, (5) commercialisation, (6) platform
selection, integration and implementation, (7) lifecycle communications and customer targeted marketing, (8) multi-channel and
digital optimisation, (9) measurement and reporting, and (10) evaluation and innovation. The presentation highlighted the
importance of personalisation and variation, by tapping into a customer’s lifecycle, life stage, repeat behaviour, transactional
insights, favourite products, interest and social issues. Sally also suggested that loyalty balances on a ‘knife’s edge’ of customer trust.
Customer Loyalty & Engagement Conference
6. 6
Seminar Highlights – Lincoln Hunter, Loyalty Legal
Legal Matters
Lincoln Hunter, Principal, Loyalty Legal
Legal matters can impact your business as well as some of the most common mistakes organisations make when
developing and managing their loyalty program.
Tax is particularly important to understand the consequence to a retailer and members of a loyalty program.
Lincoln highlighted the importance for retailers to consider the regulations that might impact on loyalty programs and how they
interact with their customers. He suggested five key things to keep in mind, (1) unfair contracts, (2) data use, (3) exclusive
dealing and third line forcing, (4) financial products and AFS licensing and (5) tax. In addition, Lincoln indicated that any
commercial electronic message must ensure they comply with recipient’s consent, contain accurate information about the person
or organisation that authorised the sending of the message and contain a functional ‘unsubscribe’ facility to allow recipients to opt
out from receiving messages from that source, with the request honoured within five working days.
Customer Loyalty & Engagement Conference
7. 7
Seminar Highlights – Sean Sands, ACRS
Data & Insights
Dr Sean Sands, Managing Director, ACRS Monash Business School
Collect the right data and use it in combination with consumer research to bring direction changing insights and relevant
segmentation to your business.
Over half of brands (54%) struggle to manage the amount of data available.
Companies that apply big data and analytics into their operations show productivity rates and profitability 5% to 6% higher
than those of their peers.
Sean discussed how big data enables managers to make decisions on the basis of evidence rather than intuition. He outlined
major problems faced by retailers in relation to data. The first was that many struggle to manage the huge amount of data
available to them. He suggested not to start with data and look for a solution, but find a problem and let it guide you to the right
data. The second problem he identified was privacy regulations around capturing customer data. Sean also discussed that it can
be difficult to determine who and how many people are required to interpret the information and create actionable insights. Speed
is also a critical factor for retailers, as they need to take advantage of real-time data and make quick-response changes as
needed. Data allows retailers to focus on personalisation and customer services by building relationships with the brand both in-
store and online. Sean concluded by reiterating the importance of being predictive, using the connected world to pre-empt the
behaviour of customers and provide a seamless transactions that meets their needs.
Customer Loyalty & Engagement Conference
8. ACRS
Department of Marketing
Monash Business School
Level 6, Building S
26 Sir John Monash Drive
Caulfield East, VIC 3145
T. +61 3 9903 1124
E. acrs@monash.edu
W. monash.edu/acrs
Customer Loyalty & Engagement Conference
