The following trends will discuss 2011, and how brands and customers will interact with each other through static, interactive, and human touch points. It looks particularly at the crossing of online - offline, focusing on what makes a customer experience shareable & remarkable.
The 10 productive app development companies in 2019Merry D'souza
Insights Success has solely focused on these app development companies that are striving for change and thriving on customer satisfaction. ‘The 10 Productive App Development Companies in 2019. Dot Com Infoway (DCI) is a company known for taking challenges head-on.Being an end-to-end IT and mobile solutions company
2021 business and digital marketing trendsMilestone Inc
Your roadmap to maximize opportunities with 2021 digital trends
In this webinar, Milestone experts Anil Aggarwal and Erik Newton will discuss key 2021 digital trends. The audience can use these trends to shape their comprehensive marketing for when business returns to normal.
Key topics they will address:
• Top macroeconomic trends for 2021
• Digital transformation and how to leverage all the opportunities aligned with it
• Key steps to adapt to deliver better digital experiences
• Mobile, local, and page load speed
• Content security, compliance, and trust
• Technologies that will be key in 2021 – Entity, Schema, Speed, and Core Vitals
Conversational Commerce: Why Consumers Are Embracing Voice AssistantsCapgemini
The Digital Transformation Institute has launched its latest research report titled “Conversational Commerce: Why Consumers Are Embracing Voice Assistants in Their Lives”. The report helps answer why voice assistants provide a significant platform to brands and retailers to engage with their consumers through new and innovative mediums like Google Assistant, Amazon’s Alexa, and Apple’s Siri.
Voice, as a method of communication with devices, opens many doors to the customer. The presence, convenience, and natural essence of voice-powered technology, opens a business up to far more opportunities to have a valuable impact on a customer.
Role of e commerce applications in business growth by amritpal singh - jul,...FugenX
E-commerce applications are a bit misleading terminology because it leads to two possible understandings: one, where e-commerce is used as a marketing medium; Retail and wholesale; Auction; E-banking; Booking, and so on.
The 10 productive app development companies in 2019Merry D'souza
Insights Success has solely focused on these app development companies that are striving for change and thriving on customer satisfaction. ‘The 10 Productive App Development Companies in 2019. Dot Com Infoway (DCI) is a company known for taking challenges head-on.Being an end-to-end IT and mobile solutions company
2021 business and digital marketing trendsMilestone Inc
Your roadmap to maximize opportunities with 2021 digital trends
In this webinar, Milestone experts Anil Aggarwal and Erik Newton will discuss key 2021 digital trends. The audience can use these trends to shape their comprehensive marketing for when business returns to normal.
Key topics they will address:
• Top macroeconomic trends for 2021
• Digital transformation and how to leverage all the opportunities aligned with it
• Key steps to adapt to deliver better digital experiences
• Mobile, local, and page load speed
• Content security, compliance, and trust
• Technologies that will be key in 2021 – Entity, Schema, Speed, and Core Vitals
Conversational Commerce: Why Consumers Are Embracing Voice AssistantsCapgemini
The Digital Transformation Institute has launched its latest research report titled “Conversational Commerce: Why Consumers Are Embracing Voice Assistants in Their Lives”. The report helps answer why voice assistants provide a significant platform to brands and retailers to engage with their consumers through new and innovative mediums like Google Assistant, Amazon’s Alexa, and Apple’s Siri.
Voice, as a method of communication with devices, opens many doors to the customer. The presence, convenience, and natural essence of voice-powered technology, opens a business up to far more opportunities to have a valuable impact on a customer.
Role of e commerce applications in business growth by amritpal singh - jul,...FugenX
E-commerce applications are a bit misleading terminology because it leads to two possible understandings: one, where e-commerce is used as a marketing medium; Retail and wholesale; Auction; E-banking; Booking, and so on.
Power to the People: Customer Care and Social MediaCognizant
The growth of social media, including Facebook and Twitter, offers many opportunities for businesses to connect with customers. Nonetheless, most companies still view social media as an extension of their traditional sales and marketing efforts; few are using social media to strengthen customer care and offer customers consistent, seamless and satisfying experiences.
Consumer Experience [CX] Evolution - Full Report - LatitudeLatitude
Innovation signifies an object or idea that enhances life instead of flooding it with headaches, distraction, confusion. And yet, all too often, that’s exactly what happens when marketers and companies throw tech at the consumer in the name of innovation.
Innovation done for the sake of innovation means little unless guided by the realization that true innovation simplifies life and allows humans to be, well, more human.
If companies, whether brick-and-mortar retailers or digitally-native startups, want to remain relevant to the consumer in the digital age, they need to realize that innovation means simplification. They also need to keep in mind that today’s consumer is highly connected and different from consumers of the past in how they shop and in what they expect from their shopping experience.
Even with the rise of ecommerce, brands must recognize that physical retail still has a place. Unless customers change their desire to physically interact with products as part of a memorable experience (unlikely), the physical component will always find a place in retail.
If willingness leads a company to innovate by blending physical and digital to elevate user experience and meet expectations, the company will find success. If not, they’ll join the rest of the companies in the dust that either ignored or misunderstood the true meaning of, “innovation.”
I this report, we uncover the insights driving this change and focus on the top brands leading the way.
----
At Latitude, we look to track and understand the emerging intersection of brands and experiences. Beyond brick and mortar, we focus on the holistic consumer experience [CX] as this is what truly dictates success and breakthrough in the rapidly changing world of today.
We would love to work with your team to see how we may be able to provide value. Learn more at Lat.co
Explore the trends that will shape the state of retail tech in 2021 and what could be coming next. Take a deep dive into global retail tech investment trends, top initiatives, and more.
Loyalty Deciphered — How Emotions Drive Genuine EngagementCapgemini
Current loyalty approaches are broken. Brands spend billions on loyalty programs but fail to increase customer engagement. Our previous research showed that 90% of consumers have a negative perception of loyalty programs. In addition, over half (54%) of loyalty memberships have fallen inactive and over a quarter of consumers (28%) abandon loyalty programs without redeeming any points.
Many of today’s loyalty programs attempt to buy consumer loyalty through monetary rewards. The consumer might receive discounts or vouchers and, in return, organizations expect them to spend more or give up their data. Many organizations run these sorts of programs and achieve what looks like loyalty, at least on the surface.
But what does it really mean for a consumer to be loyal to a brand?
To uncover the true drivers of loyalty, we undertook a worldwide, cross-sector research program. We broadened our perspective—exploring beyond the mechanical and rational drivers associated with conventional loyalty programs. We explored loyalty from an emotional perspective to identify the drivers that brands can harness to build meaningful loyalty with consumers. We surveyed over 9,000 consumers and 500 executives, and we spoke to leading academics in the field. The Research Methodology at the end of this report provides further details.
We found that emotions play a far greater role in creating true loyalty than current approaches recognize. In this report we:
Explore how emotions are the main driver of loyalty.
Understand who emotionally engaged consumers are and what motivates them.
Assess the size of the prize for organizations with emotionally engaged consumers.
Recommend strategies for how organizations can make better emotional connections with consumers.
People are buying experiences not products. Experience Businesses outperform their peers in business metrics spanning the entire customer journey. Experience Business leaders invest deliberately in initiatives and technologies that support strong Customer Experiences. Sultan explores the key building blocks of an Experience Business and share stories behind some leading brands that successfully teamed up with Adobe and Capgemini and are making experience their business
Mastering Code Halos Using Digital Insights to Drive Customer ExperiencesCognizant
Innovators recognize that every interaction with every
person and every thing now creates a trail of data — and
they’ve mastered the ability to harness it. Every click, browse,
download, share, transaction and device transmission
enables them to understand, and subsequently monetize,
relationships in ways never before possible.
Our research identified four distinct
CIO Mandates, each reflecting a different way that organisations view
the role of IT in meeting their business goals
Build a successful enterprise mobility strategyAjit Gokhale
Build a sustainable , scalable and fail-safe mobility strategy for your enterprise. Mobien Technologies helps companies create a robust, ROI driven mobility strategies.
User Insight Vol.1 - Brokerage iPhone apps: Examining the Mobile User ExperienceCorporate Insight
In this study, Corporate Insight's User Research team examined some of the brokerage industry’s most popular mobile apps. CI conducted small-scale usability tests on iPhone apps offered by Charles Schwab, E*TRADE, Fidelity, and Merrill Lynch focusing on design and core features like trade order entry and stock quotes. This slide deck shares the key findings from our mobile usability testing results and also offers advice for financial services firms looking to optimize the mobile user experience on their apps.
Putting the Experience in Digital Customer ExperienceCognizant
As the digital revolution has gained momentum, it has become widely understood that the “digital customer experience” is the key to engage with, delight and monetize customers in the modern world. However, only a miniscule number of companies believe their customers’ current digital experience qualifies as “excellent,” our primary research reveals.
Are White Papers Dead? Advance your B2B marketing campaigns from one-size-fit...Alinean, Inc.
White papers have been the mainstay of B2B marketing campaigns for decades, but each year the effectiveness of white paper fueled marketing / demand generation (demand-gen) campaigns is on the decline. Information overload, short attention span theater and personalization expectations are just a few of the reasons why relying on white papers to drive demand / generate qualified leads is not enough.
You need to advance your marketing into the 21st century with more interactive, dynamic personalized content that articulates your value to prospects / buyers / customers.
ValueStory Marketing Tools combine visual storytelling / whiteboards, provocative insights, diagnostic assessments, financial justification / ROI / TCO calculators to deliver a personalized one-to-one engagement and white paper deliverable.
Learn more at http://www.alinean.com
Cloud Computing Technology: A Mechanism for Achieving Sustainable IT GoalsBooz Allen Hamilton
Booz Allen Hamilton, has long recognized the significant impact Cloud Computing will have on organizations providing services and products to costumers. This article focuses on Booz Allen's approach to using Computing as a mechanism for achieving sustainable IT goals.
Stories like Zendesk Alternative highlight something that B2B technology companies all know: marketers need creative content that tells delightful, human stories that connects the user to the product.
For B2B technology companies, compelling content is becoming an increasingly critical tool to continuously engage customers over longer buying cycles.
These marketers are not just in the business of promoting, they are in the business of educating customers too.
B2B tech marketers are being tasked to not only tell interesting, visual stories about their products that capture attention, but also provide a curriculum to educate prospective buyers.
In this report, we’ll take a look at the emerging content trends in the B2B technology industry, examine case studies of brands taking content to a whole new level, and analyze where the industry is headed in 2015.
Power to the People: Customer Care and Social MediaCognizant
The growth of social media, including Facebook and Twitter, offers many opportunities for businesses to connect with customers. Nonetheless, most companies still view social media as an extension of their traditional sales and marketing efforts; few are using social media to strengthen customer care and offer customers consistent, seamless and satisfying experiences.
Consumer Experience [CX] Evolution - Full Report - LatitudeLatitude
Innovation signifies an object or idea that enhances life instead of flooding it with headaches, distraction, confusion. And yet, all too often, that’s exactly what happens when marketers and companies throw tech at the consumer in the name of innovation.
Innovation done for the sake of innovation means little unless guided by the realization that true innovation simplifies life and allows humans to be, well, more human.
If companies, whether brick-and-mortar retailers or digitally-native startups, want to remain relevant to the consumer in the digital age, they need to realize that innovation means simplification. They also need to keep in mind that today’s consumer is highly connected and different from consumers of the past in how they shop and in what they expect from their shopping experience.
Even with the rise of ecommerce, brands must recognize that physical retail still has a place. Unless customers change their desire to physically interact with products as part of a memorable experience (unlikely), the physical component will always find a place in retail.
If willingness leads a company to innovate by blending physical and digital to elevate user experience and meet expectations, the company will find success. If not, they’ll join the rest of the companies in the dust that either ignored or misunderstood the true meaning of, “innovation.”
I this report, we uncover the insights driving this change and focus on the top brands leading the way.
----
At Latitude, we look to track and understand the emerging intersection of brands and experiences. Beyond brick and mortar, we focus on the holistic consumer experience [CX] as this is what truly dictates success and breakthrough in the rapidly changing world of today.
We would love to work with your team to see how we may be able to provide value. Learn more at Lat.co
Explore the trends that will shape the state of retail tech in 2021 and what could be coming next. Take a deep dive into global retail tech investment trends, top initiatives, and more.
Loyalty Deciphered — How Emotions Drive Genuine EngagementCapgemini
Current loyalty approaches are broken. Brands spend billions on loyalty programs but fail to increase customer engagement. Our previous research showed that 90% of consumers have a negative perception of loyalty programs. In addition, over half (54%) of loyalty memberships have fallen inactive and over a quarter of consumers (28%) abandon loyalty programs without redeeming any points.
Many of today’s loyalty programs attempt to buy consumer loyalty through monetary rewards. The consumer might receive discounts or vouchers and, in return, organizations expect them to spend more or give up their data. Many organizations run these sorts of programs and achieve what looks like loyalty, at least on the surface.
But what does it really mean for a consumer to be loyal to a brand?
To uncover the true drivers of loyalty, we undertook a worldwide, cross-sector research program. We broadened our perspective—exploring beyond the mechanical and rational drivers associated with conventional loyalty programs. We explored loyalty from an emotional perspective to identify the drivers that brands can harness to build meaningful loyalty with consumers. We surveyed over 9,000 consumers and 500 executives, and we spoke to leading academics in the field. The Research Methodology at the end of this report provides further details.
We found that emotions play a far greater role in creating true loyalty than current approaches recognize. In this report we:
Explore how emotions are the main driver of loyalty.
Understand who emotionally engaged consumers are and what motivates them.
Assess the size of the prize for organizations with emotionally engaged consumers.
Recommend strategies for how organizations can make better emotional connections with consumers.
People are buying experiences not products. Experience Businesses outperform their peers in business metrics spanning the entire customer journey. Experience Business leaders invest deliberately in initiatives and technologies that support strong Customer Experiences. Sultan explores the key building blocks of an Experience Business and share stories behind some leading brands that successfully teamed up with Adobe and Capgemini and are making experience their business
Mastering Code Halos Using Digital Insights to Drive Customer ExperiencesCognizant
Innovators recognize that every interaction with every
person and every thing now creates a trail of data — and
they’ve mastered the ability to harness it. Every click, browse,
download, share, transaction and device transmission
enables them to understand, and subsequently monetize,
relationships in ways never before possible.
Our research identified four distinct
CIO Mandates, each reflecting a different way that organisations view
the role of IT in meeting their business goals
Build a successful enterprise mobility strategyAjit Gokhale
Build a sustainable , scalable and fail-safe mobility strategy for your enterprise. Mobien Technologies helps companies create a robust, ROI driven mobility strategies.
User Insight Vol.1 - Brokerage iPhone apps: Examining the Mobile User ExperienceCorporate Insight
In this study, Corporate Insight's User Research team examined some of the brokerage industry’s most popular mobile apps. CI conducted small-scale usability tests on iPhone apps offered by Charles Schwab, E*TRADE, Fidelity, and Merrill Lynch focusing on design and core features like trade order entry and stock quotes. This slide deck shares the key findings from our mobile usability testing results and also offers advice for financial services firms looking to optimize the mobile user experience on their apps.
Putting the Experience in Digital Customer ExperienceCognizant
As the digital revolution has gained momentum, it has become widely understood that the “digital customer experience” is the key to engage with, delight and monetize customers in the modern world. However, only a miniscule number of companies believe their customers’ current digital experience qualifies as “excellent,” our primary research reveals.
Are White Papers Dead? Advance your B2B marketing campaigns from one-size-fit...Alinean, Inc.
White papers have been the mainstay of B2B marketing campaigns for decades, but each year the effectiveness of white paper fueled marketing / demand generation (demand-gen) campaigns is on the decline. Information overload, short attention span theater and personalization expectations are just a few of the reasons why relying on white papers to drive demand / generate qualified leads is not enough.
You need to advance your marketing into the 21st century with more interactive, dynamic personalized content that articulates your value to prospects / buyers / customers.
ValueStory Marketing Tools combine visual storytelling / whiteboards, provocative insights, diagnostic assessments, financial justification / ROI / TCO calculators to deliver a personalized one-to-one engagement and white paper deliverable.
Learn more at http://www.alinean.com
Cloud Computing Technology: A Mechanism for Achieving Sustainable IT GoalsBooz Allen Hamilton
Booz Allen Hamilton, has long recognized the significant impact Cloud Computing will have on organizations providing services and products to costumers. This article focuses on Booz Allen's approach to using Computing as a mechanism for achieving sustainable IT goals.
Stories like Zendesk Alternative highlight something that B2B technology companies all know: marketers need creative content that tells delightful, human stories that connects the user to the product.
For B2B technology companies, compelling content is becoming an increasingly critical tool to continuously engage customers over longer buying cycles.
These marketers are not just in the business of promoting, they are in the business of educating customers too.
B2B tech marketers are being tasked to not only tell interesting, visual stories about their products that capture attention, but also provide a curriculum to educate prospective buyers.
In this report, we’ll take a look at the emerging content trends in the B2B technology industry, examine case studies of brands taking content to a whole new level, and analyze where the industry is headed in 2015.
Based on a survey commissioned by RightNow and conducted by Harris Interactive, this report explores the relationship between consumers and brands. It reveals facts about what consumers are looking for and identifies concrete actions brands can take to keep the connection with consumers alive and well.
Consumers want to be in control.The service expectations are increasing day by day. The only solution to meet consumer expectations is a self service solution. The majority of consumers is ready for self service. This report contains the summary of a global research project in which we mapped this trend.
10 Marketing Trends to watch in 2011. As the marketing landscape continues to evolve with new technologies and customer touchpoints, marketers need to be armed with knowledge and prepared to adapt as well.
These are the 10 trends marketers might want to pay attention to in the coming months.
2020 was an unprecedented year that marked an epochal turning point in the use of digital technologies that took place within a few months. We analyzed the latest reports on social media, consumer habits, and digital usage, to find out what the new year has in store.These are the digital trends forecast for 2021 in both the Social and SEO sectors.
To kmow more visit at https://www.thinktanker.io/blog/key-trends-in-2021-for-your-digital-strategy.html
Fast Web Media's team have come together to predict what will be big in the world of digital in 2015. Our top 10 includes some great trends including wearable tech, automated marketing strategies, web design, technical development, brand storytelling and much more!
Mobile innovation & The next step in Multichannel CommerceMarcel Schut
Just as mobile is changing the shopping paradigm for consumers, it is also creating new opportunities for retailers. Mobile capabilities help retailers serve numerous goals encompassing the entire customer life-cycle, including revenue generation, customer relationship building, and cost reduction
2015 Marketing Trends and Predictions White Paper - Solocal Group UK, Decembe...Solocal Group UK
4 marketing trends to look out for in 2015:
#1 From multiscreen to ubiquitous internet devices
#2 Content and social meets advertising
#3 Taking the multichannel customer journey seriously
#4 The rise of the seamless transaction
Reshaping the Bank around Pervasive Service DesignMauro Giorgi
IDC Banking Forum, Milan, February 12th, 2015
Innovation in Bank requires a totally new Service Creation approach which requires a new Operating model, new Organizational structures, new Partnership models, new Investment Evaluation/Monitoring practices and a new Service Creation process. Digital Checkup is our approach to drive Banks towards their digital awareness
positioning them inside the Readiness Matrix through the evaluation of 2x5 drivers.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
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
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
2. 2010 was a great year for customer experience. Companies reclassified
CE initiatives as investments as they saw improvements on key value
driving KPI’s and clearer ROI. The growth of social media increased
the need for focused brand values and clear communication. 2011 will
have companies build on many of these elements while exploring
some newer channels more in depth.
The following trends will discuss 2011, and how brands and customers
will interact with each other through static, interactive, and human
touch points. It looks particularly at the crossing of online - offline,
focusing on what makes a customer experience shareable &
remarkable.
@erikposthuma Experience Engineer
4. 1/10 Digital goes physical
More than half the people in the world use a mobile phone. And with
mobile web users to surpass desktop users by 2014 brands will quickly
adopt mobile as a preferred channel to engage consumers. Long
popular in Japan QR codes are seeing an emergence in the rest of the
world. Google Goggles and Microsoft’s tag effectively signal the mass
adaptation of 2D barcodes, and “on the go” image recognition, linking
the digital world to physical cues. This combined with the rise of
location and mobile payment services set the frame for a growth in
digital+physical experiences.
6. 2/10 Integrate social media
2010, brands looked at social media and explored with pilot programs.
For most companies ROI was minimal despite of positive engagement
KPI’s. In 2011 brands will take a step back to evaluate and realize that
their social media channels need closer integration with their marketing
and customer experience strategy. Instead of seeing social media as a
separate channel it will be distributed and assimilated into all of the
companies departments, linking its power to engage customers to clear
call to action and sales.
8. 3/10 Love all data
Numbers are universal, in 2010 companies loved data, but mostly
structured data. Customers comment on blogs, customers interact with
brands by sending pictures and videos. Customers call companies and
have 20 minute conversations, in many different languages. Customers
talk to staff in stores. Many different channels, many different formats.
In 2011 companies will invest in understanding this data.
10. 4/10 Dashboard data
The last few years have seen a meteoric rise in real time data. Humanity
has produced more data in the last 10 years than in all the years before
that. Data is moving so fast there is no time to analyse it. In 2011
companies will invest heavily in centralizing data through dashboards.
Dashboards will collect data from all channels and translate
information into understandable, visual formats. Brands will use this
data, not (only) for yearly campaigns, but continuously.
12. 5/10 Trust and co-create with employees
In 2011, successful companies will continue to transfer decision
making power down the line. All the way to customer touch points.
Companies will focus on hiring great people that have the same ideals.
Rules will be removed and companies will trust their employees to do
the right thing. Front line employees will become a key information
channel, and will help in co-creating services, products, and solutions
for their customers.
14. 6/10 Trust and co-create with customers
2010 saw companies “firing” customers, customers who created a loss
and who saw the company as a service provider instead of a partner.
This will continue into 2011 and companies will focus on their core
group of customers. The rise of co-creation platforms, mass
customization, and idea gathering initiatives will bring customers closer
to brands. Both parties will develop a mutual trust as they both look to
build a better future.
16. 7/10 Focus on KPI’s
The financial crisis resulted in the death of short term KPI’s. Not
really. It did place more emphasis on the right balance between short
term, mid term, and long term goals. KPI’s will support this. KPI’s
such as customer satisfaction/loyalty, employee satisfaction/loyalty and
net promoter score will be linked to sales and financial KPI’s.
Companies will bring these elements closer together through
evaluation and developing their service profit chain strategy.
18. 8/10 Focus on ROI
Marketing, PR, Sales, Customer Service all receive separate budgets for
their departmental initiatives. These are looked at as expenditures to
support department and company strategy. In 2011 executives higher
up the line will reduce departments expenditure budgets. They will
create universal customer experience and engagement programs which
will be seen as long term investments. The investment perspective
changes the structure of the programs and will require a strong focus
on short term as well as long term ROI.
20. 9/10 Integrated channels
The rise of social media adaptation in the corporate environment
showed how marketing, sales, pr, and customer service continue to
operate in siloes. The struggle for ownership of the fastest growing
engagement channel will continue into 2011. Companies will create
new structures and incentives for the different departments to work
together in an integrated and holistic fashion. In some cases
departments will be combined and responsibilities divided to optimize
the customer experience.
22. 10/10 Design services
Already on the rise in Western Europe and the United States the
practise of service design will expand in the other areas of the world
well into 2011. Services will be designed with customer experience as
the focal point.
24. Encore Trust fewer brands, more often
Customers will continue to suffer from data overload. As more brands
overload the airwaves with communication the amount of noise will
become close to unbearable. As a remedy the customer in 2011 will
choose to partner with brands close to their own ideals. More and
more brands will become filters to qualitatively high goods and
services. Customers will grow to trust the set of brands which
complements their life and purchase from them more often.
26. Recap Customer Experience Trends 2011
1. Digital goes physical
2. Integrate social media
3. Love all data
4. Dashboard data
5. Trust and co-create with employees
6. Truest and co-create with customers
7. Focus on KPI’s
8. Focus on ROI
9. Integrate channels
10. Design services
11. Trust fewer brands, more often
@erikposthuma Experience Engineer
27. Lets get in touch
@erikposthuma
ExperienceEngineer.com
LinkedIn
28. Thanks for the sources
http://mashable.com/2010/06/15/gatorade-social-media-mission-control/
http://gigaom.com/2010/04/12/mary-meeker-mobile-internet-will-soon-overtake-fixed-internet/
http://www.mpdailyfix.com/predictions-from-customer-experience-experts-for-2011/
http://www.customerthink.com/blog/12_customer_experience_trends_for_2011
http://experiencematters.wordpress.com/2010/05/27/customer-experience-megatrends/
Thanks for the pictures
http://www.flickr.com/photos/monkeyc/121594837/sizes/l/in/photostream/
http://www.flickr.com/photos/l-ines/172884558/sizes/z/in/photostream/
http://www.flickr.com/photos/boskizzi/524894135/sizes/o/in/photostream/
http://www.flickr.com/photos/sebjoguet/161549987/sizes/l/in/photostream/
http://www.flickr.com/photos/fallen/1368907423/sizes/l/in/photostream/
http://www.flickr.com/photos/antigone/193012132/sizes/o/in/photostream/
http://www.flickr.com/photos/gamerscore/249434729/sizes/l/in/photostream/
http://www.flickr.com/photos/jam343/2196648/sizes/o/in/photostream/
http://www.flickr.com/photos/ninjaneil902/259422218/sizes/z/in/photostream/