Customer experience
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Get in tune with your customer. Research shows most brands are way off in their perception of what their customers think of them.
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ISSUEPRES
Consumer reviews have a significant influence on purchasing decisions. 70% of people trust online reviews and 82% think reviews are valuable. A one star rating increase on Yelp can mean a 5-9% increase in restaurant revenue. While shoppers trust reviews on Amazon and Best Buy more than consumer reports, 80% are concerned about fake reviews. Marketers write approximately one third of reviews, and consumers read an average of 11 reviews before purchasing. Good customer service leads to more positive reviews, while 31% of reviews need to be negative to doubt a product's quality. PR practitioners should treat reviews like social media and respond to negative reviews to protect brands from fake reviews.
Customer Loyalty Moscatello
The document summarizes the results of a survey on customer loyalty. The survey found that (1) quality, reputation, pricing/discounts/promotions, and free shipping help build positive brand image, (2) most consumers identify as loyal to brands and purchase from their favorite brands monthly or weekly, and (3) consumers strongly care about loyalty programs and believe they influence repeat purchases. The summary concludes that customer loyalty techniques can help brands succeed long-term.
Why bother
Unhappy customers can significantly impact a company's bottom line through negative word-of-mouth advertising and lost sales. Studies show that 68% of unhappy customers felt disinterested or indifferent, and one dissatisfied luxury car owner can cost a dealership $100 million in annual revenue from lost sales. As social media has made it easier for customers to share negative opinions, companies place high value on resolving issues with challenging customers to maintain satisfaction and minimize financial losses.
DSA Presentation 1
This presentation is made by Akankshi Mody, DJSCE - Mumbai, as part of a Data Analytics Internship by Prof. Sameer Mathur, IIM Lucknow
Four Laws of Social Business (Jeremiah Owyang, Altimeter Group)
This document outlines four laws of social business according to Jeremiah Owyang of the Altimeter Group:
1. Don't focus on social media technologies but rather understand customers and their behaviors.
2. Ensure the company is ready for social media internally before launching external efforts. Only 20% is about technologies while 80% is internal preparation.
3. Treat customers holistically across departments rather than focusing on silos with the adoption of social customer relationship management (CRM) systems.
4. Real-time responses are not fast enough in today's social media environment.
Marketers flunk the big data test1
Marketing in particular is feeling the pressure to embrace new data-driven customer intelligence capabilities.
Major trends with marketing intermediaries
Recent changes in retailing include the growth of new retail forms and combinations as well as intertype competition as all retailers carry similar merchandise. Giant retailers have also grown, crowding out smaller manufacturers that cannot supply large quantities. Most retailers now heavily invest in technology to improve forecasting, inventory control, and electronic ordering from suppliers. Additionally, major retailers with unique formats are expanding globally, and shopper marketing within stores is increasing as most purchase decisions are made in-store.
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Recommended
ISSUEPRES
Consumer reviews have a significant influence on purchasing decisions. 70% of people trust online reviews and 82% think reviews are valuable. A one star rating increase on Yelp can mean a 5-9% increase in restaurant revenue. While shoppers trust reviews on Amazon and Best Buy more than consumer reports, 80% are concerned about fake reviews. Marketers write approximately one third of reviews, and consumers read an average of 11 reviews before purchasing. Good customer service leads to more positive reviews, while 31% of reviews need to be negative to doubt a product's quality. PR practitioners should treat reviews like social media and respond to negative reviews to protect brands from fake reviews.
Customer Loyalty Moscatello
The document summarizes the results of a survey on customer loyalty. The survey found that (1) quality, reputation, pricing/discounts/promotions, and free shipping help build positive brand image, (2) most consumers identify as loyal to brands and purchase from their favorite brands monthly or weekly, and (3) consumers strongly care about loyalty programs and believe they influence repeat purchases. The summary concludes that customer loyalty techniques can help brands succeed long-term.
Why bother
Unhappy customers can significantly impact a company's bottom line through negative word-of-mouth advertising and lost sales. Studies show that 68% of unhappy customers felt disinterested or indifferent, and one dissatisfied luxury car owner can cost a dealership $100 million in annual revenue from lost sales. As social media has made it easier for customers to share negative opinions, companies place high value on resolving issues with challenging customers to maintain satisfaction and minimize financial losses.
DSA Presentation 1
This presentation is made by Akankshi Mody, DJSCE - Mumbai, as part of a Data Analytics Internship by Prof. Sameer Mathur, IIM Lucknow
Four Laws of Social Business (Jeremiah Owyang, Altimeter Group)
This document outlines four laws of social business according to Jeremiah Owyang of the Altimeter Group:
1. Don't focus on social media technologies but rather understand customers and their behaviors.
2. Ensure the company is ready for social media internally before launching external efforts. Only 20% is about technologies while 80% is internal preparation.
3. Treat customers holistically across departments rather than focusing on silos with the adoption of social customer relationship management (CRM) systems.
4. Real-time responses are not fast enough in today's social media environment.
Marketers flunk the big data test1
Marketing in particular is feeling the pressure to embrace new data-driven customer intelligence capabilities.
Major trends with marketing intermediaries
Recent changes in retailing include the growth of new retail forms and combinations as well as intertype competition as all retailers carry similar merchandise. Giant retailers have also grown, crowding out smaller manufacturers that cannot supply large quantities. Most retailers now heavily invest in technology to improve forecasting, inventory control, and electronic ordering from suppliers. Additionally, major retailers with unique formats are expanding globally, and shopper marketing within stores is increasing as most purchase decisions are made in-store.
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BPMA Research 2017
- Promotional products like pens, notebooks and mugs remain popular desk items, while USBs and mouse mats are gaining popularity.
- Over 90% of respondents had at least one promotional product on their desk.
- Product usefulness, quality and price are top priorities for buyers, but quality issues remain a frustration for many.
- Personal recommendations and relationships with suppliers are important factors in selection, more so than price alone.
- The majority of companies spend £5,000 or less annually on promotional products, with an increasing demand for personalization.
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Retailers have attracted more email subscribers but engagement has decreased over time. While the proportion of active subscribers increased 8% from 2013-2015, the proportion who last engaged over a year ago also increased 7%. Additionally, marketers continue to spend less on email despite its good ROI. While email provides a relatively cheap way to generate orders, marketers don't increase spending to maintain subscriber interest levels. Finally, factors inhibiting successful campaigns have shifted from resource limitations to issues with data quality and a lack of relevant, targeted content.
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Retailers are continuing to employ promotional tactics like coupons, price cuts, and social media partnerships to attract customers and drive sales, even as retail spending has increased. Coupon use rose significantly in 2009 and remains important for consumer packaged goods companies. Retailers are also using social media more to connect with customers. Additionally, an in-store marketing technique called "shopper marketing" that aims to influence purchasing decisions has grown rapidly. Marketers must be aware of and support the programs retailers use to promote products to consumers both in-store and outside of the store.
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- Consumers only open 1 in 4 emails and find 1 in 20 emails personally relevant, showing emails are often not relevant or targeted.
- Most consumers receive over 6 emails per week from retailers, which two-thirds say is too many.
- Nearly half of consumers have unsubscribed from retailer emails in the past 6 months due to irrelevant content and high volume.
- To improve engagement, the document recommends retailers better segment consumers and tailor emails based on individual interests, passions and purchase behaviors.
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A total of 303 end-buyers who met these criteria responded to the survey. Survey responses were collected between September 30th and October 27th.
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- Belief-driven buying is now a mainstream behavior spanning generations and income levels in most countries studied.
- Majorities in the countries studied believe that brands can be more effective than government in solving social problems and driving change.
- Brand communications focusing on social issues generate more purchase intent and customer advocacy than product-focused ads.
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- Promotional products like pens, notebooks and mugs remain popular desk items, while USBs and mouse mats are gaining popularity.
- Over 90% of respondents had at least one promotional product on their desk.
- Product usefulness, quality and price are top priorities for buyers, but quality issues remain a frustration for many.
- Personal recommendations and relationships with suppliers are important factors in selection, more so than price alone.
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Retailers are continuing to employ promotional tactics like coupons, price cuts, and social media partnerships to attract customers and drive sales, even as retail spending has increased. Coupon use rose significantly in 2009 and remains important for consumer packaged goods companies. Retailers are also using social media more to connect with customers. Additionally, an in-store marketing technique called "shopper marketing" that aims to influence purchasing decisions has grown rapidly. Marketers must be aware of and support the programs retailers use to promote products to consumers both in-store and outside of the store.
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The document summarizes the results of a consumer retail survey of over 1,000 Americans regarding their thoughts on marketing emails from retailers. Key findings include:
- Consumers only open 1 in 4 emails and find 1 in 20 emails personally relevant, showing emails are often not relevant or targeted.
- Most consumers receive over 6 emails per week from retailers, which two-thirds say is too many.
- Nearly half of consumers have unsubscribed from retailer emails in the past 6 months due to irrelevant content and high volume.
- To improve engagement, the document recommends retailers better segment consumers and tailor emails based on individual interests, passions and purchase behaviors.
Turn Up The Heat On Customer Experience
Customer experience is a vital part of most companies’ wider business and customer strategies. But when a great NPS score isn't enough to convince the C-suite to make CX a priority, this info-graphic and its staggering stats will no doubt make them turn up the heat on customer experience.
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This document discusses the importance of reputation management for small e-commerce retailers and provides tips for best practices. It notes that consumers highly value recommendations from friends and other users. The history of online reputation management for small businesses is reviewed, highlighting the growth of social media. Key points in handling customer feedback are outlined, including not ignoring issues but also not overreacting. A case study of GoGreenSolar shows how proactively seeking feedback on platforms like Facebook helped increase sales by 20% monthly. The tips for retailers emphasize moving from reactive to proactive reputation management and making it easy for customers to provide feedback.
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Word-of-mouth marketing through recommendations from family and friends is the most trusted source of information for consumers, influencing over 90% of B2B buyers and the purchasing decisions of millennials. Offline and online word-of-mouth increases marketing effectiveness by up to 54% and over half of purchases inspired by social media sharing occur within 3 weeks. Referred customers also have a lifetime value 16% higher than non-referred customers.
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In fact, the number 1 reason why most Americans leave their jobs is that they don’t feel appreciated . The last thing you want is to have high employee turnover because of poor employee recognition.
Officevibe put together some incredible statistics about employee recognition.
Read more on Officevibe blog:
https://www.officevibe.com/blog/employee-recognition-infographic
Learn more about Officevibe, the simplest tool for a greater workplace:
https://www.officevibe.com/
Follow us on Facebook:
https://www.facebook.com/officevibe
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【业务选择办理准则】
一、工作未确定，回国需先给父母、亲戚朋友看下文凭的情况，办理一份就读学校的毕业证【微信：A575476】文凭即可
二、回国进私企、外企、自己做生意的情况，这些单位是不查询毕业证真伪的，而且国内没有渠道去查询国外文凭的真假，也不需要提供真实教育部认证。鉴于此，办理一份毕业证【微信：A575476】即可
三、进国企，银行，事业单位，考公务员等等，这些单位是必需要提供真实教育部认证的，办理教育部认证所需资料众多且烦琐，所有材料您都必须提供原件，我们凭借丰富的经验，快捷的绿色通道帮您快速整合材料，让您少走弯路。
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
→ 【关于价格问题（保证一手价格）
我们所定的价格是非常合理的，而且我们现在做得单子大多数都是代理和回头客户介绍的所以一般现在有新的单子 我给客户的都是第一手的代理价格，因为我想坦诚对待大家 不想跟大家在价格方面浪费时间
对于老客户或者被老客户介绍过来的朋友，我们都会适当给一些优惠。
选择实体注册公司办理，更放心，更安全！我们的承诺：可来公司面谈，可签订合同，会陪同客户一起到教育部认证窗口递交认证材料，客户在教育部官方认证查询网站查询到认证通过结果后付款，不成功不收费！
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Customer experience
- 1. The Customer Care Gap Based on eConsultancy Research | April, 2015 Paul Philp - Founder & CEO | paul@getamity.com
- 2. Brands think they provide great customer experience, consumers disagree
- 3. When asked, brands are fairly bullish about the experience they provide... Q: Do you agree or disagree with the following statements? (N = 265)
- 4. Only one in three consumers believe that their favorite companies understand them.
- 5. Of those consumers who switched consumer services in the last year, most did so for reasons companies should be able to predict and prevent.
- 6. Of the nearly 50% of consumers with a significant service issue in the last 12 months, only 28% say that the company dealt with it very effectively.
- 7. 81% of consumer brands say they have a working holistic view of their customers Most consumers don't feel understood by brands – only 37% say their favorite retailer understands them. On the subject of their favorite companies, only 35% of consumers say that communications are usually relevant. 64% of marketers strongly agree that identifying high value customers is vital to their growth. 48% of marketers strongly agree that their growth depends on personalizing the customer's experience.
- 8. For complete results contact: https://econsultancy.com/reports/the-consumer-conversation/ For help understanding your customer and getting them to increase their use of your solution, contact: http://getamity.com/
- 9. What AMITY Does Customer Success Automation for Subscription Businesses We help deliver continuous customer value. We help maximize recurring revenues.
- 10. For more information contact: Paul Philp, Founder & CEO paul@getamity.com Thank You Confidential © 2014 Amity