In the digital age, custimer service means far more than answering a phone call or replying to a mail or handlinga complaint.
It is going beyond these basics and enabling a great purchase & usage journey for the customer.
This presentation hopefullt helps you think, what are the pain points for customers & how can we ease them? what are teh pleasure points and how can we enhance them and most importantly how can we value add beyond what they expect and digitally delight them.
Happy reading...may it provoke you!
The Future of Contact Centers Artificial IntelligenceJim Iyoob
It is not possible to have your company everywhere all the time, right? But today’s customers want it fast, they want it good and they want it their way. Your customer will leave you if it’s not their way; you can expect up to 95% of them to tell their friends, family and co-workers about their bad experience. Matt Rocco and I have put in a lot of work together to write “The Future of Contact Centers”.
Transforming CX with game-changing customer journeys BBPMedia1
Cross border kent vele facetten. Het kan gaan over het uitbreiden van je organisatie, maar ook het samenbrengen van je organisatie. Hoe dan ook, een excellente customer experience moet je behouden. Zet daarom de customer journey centraal en bouw vanuit daar verder. Thomas neemt je aan de hand van praktijkvoorbeelden mee hoe je als organisatie grenzen kunt laten verdwijnen en één verbonden wereld kunt creëren voor je consument.
The Future of the Contact Center: Key Predictions for 2019Calabrio
With every new year comes an opportunity for businesses to surprise and delight customers. And 2019 will be no different. Companies will continue to look for ways to engage customers during every touchpoint on their journey and, in the process, will become wiser to their changing and growing demands. However, in the coming year, it’s imperative that businesses adapt to show customers that they are, in fact, listening. When businesses find the right balance between people and technology, expand how they view data, listen to their customers and meet them wherever they are—they will succeed
The keynote presentation from UserConf 2012. Richard White, CEO of UserVoice.com, talks about how business on the web has changed...and why taking care of customers is the only way you can succeed anymore.
Check out the video of this talk on YouTube: http://www.youtube.com/watch?v=qKapwfmpvew
Learn more about UserConf at http://www.userconf.co
Las tendencias que están redefiniendo la experiencia del cliente y su fidelización - See more at: http://www.sitel.com/es/noticias/sitel-senala-las-tendencias-que-estan-redefiniendo-la-experiencia-del-cliente-y-su-fidelizacion/#sthash.tMdJEjiA.dpuf
How can a business strategically use all the social tools for business purposes? It takes a sound strategy followed by execution by experienced resources that understand the art and science of social media.
The Future of Contact Centers Artificial IntelligenceJim Iyoob
It is not possible to have your company everywhere all the time, right? But today’s customers want it fast, they want it good and they want it their way. Your customer will leave you if it’s not their way; you can expect up to 95% of them to tell their friends, family and co-workers about their bad experience. Matt Rocco and I have put in a lot of work together to write “The Future of Contact Centers”.
Transforming CX with game-changing customer journeys BBPMedia1
Cross border kent vele facetten. Het kan gaan over het uitbreiden van je organisatie, maar ook het samenbrengen van je organisatie. Hoe dan ook, een excellente customer experience moet je behouden. Zet daarom de customer journey centraal en bouw vanuit daar verder. Thomas neemt je aan de hand van praktijkvoorbeelden mee hoe je als organisatie grenzen kunt laten verdwijnen en één verbonden wereld kunt creëren voor je consument.
The Future of the Contact Center: Key Predictions for 2019Calabrio
With every new year comes an opportunity for businesses to surprise and delight customers. And 2019 will be no different. Companies will continue to look for ways to engage customers during every touchpoint on their journey and, in the process, will become wiser to their changing and growing demands. However, in the coming year, it’s imperative that businesses adapt to show customers that they are, in fact, listening. When businesses find the right balance between people and technology, expand how they view data, listen to their customers and meet them wherever they are—they will succeed
The keynote presentation from UserConf 2012. Richard White, CEO of UserVoice.com, talks about how business on the web has changed...and why taking care of customers is the only way you can succeed anymore.
Check out the video of this talk on YouTube: http://www.youtube.com/watch?v=qKapwfmpvew
Learn more about UserConf at http://www.userconf.co
Las tendencias que están redefiniendo la experiencia del cliente y su fidelización - See more at: http://www.sitel.com/es/noticias/sitel-senala-las-tendencias-que-estan-redefiniendo-la-experiencia-del-cliente-y-su-fidelizacion/#sthash.tMdJEjiA.dpuf
How can a business strategically use all the social tools for business purposes? It takes a sound strategy followed by execution by experienced resources that understand the art and science of social media.
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
The Rise of the Platform Marketer: Connected CRM in a Digital WorldArgyle Executive Forum
David Williams, Chairman and CEO of Merkle, discussed how an organization can build and maintain a data-driven customer relationship management (CRM) strategy during a Thought Leadership Spotlight Presented by Merkle at the 2014 Chief Marketing Officer Leadership Forum: Fall Event in San Francisco on Nov. 6. In his presentation, “Connected CRM: Delivering on a Data-Driven Business Strategy,” Williams noted the marketing landscape is changing, and delivering an omni-channel CRM experience is key for organizations to effectively engage consumers.
According to Williams, organizations need to consider the whole spectrum of consumer experiences to improve their customer interactions. However, organizations also need to understand how to collect and leverage data across this entire spectrum: “I would argue that for most organizations, they don’t fully realize that all of this data can be managed across the enterprise and across a set of hundreds of millions or tens of millions of consumers and that there’s value in this data across the entire spectrum.”
Data can deliver a competitive advantage for organizations of all sizes, Williams said. Organizations that differentiate between a customer strategy and a marketing strategy, Williams added, can find ways to incorporate data into their CRM strategies. Williams pointed out that the digitalization of media and channels is transforming how organizations connect with customers too: “We start talking about how digitalization of media and channels is changing our ability to know about consumers and their attitudes, needs, wants, behaviors, values and then how we might enhance or personalize experiences with them. In reality, many of these conversations are actually too narrow.”
- See more at: http://www.argylejournal.com/chief-marketing-officer/thought-leadership-spotlight-presented-by-merkle-connected-crm-delivering-on-a-data-driven-business-strategy-david-williams-chairman-and-ceo-merkle/#sthash.IppTS2Iw.dpuf
The Funnel Doesn’t Care About Customers; The Funnel Only Cares About The Fun...Brian Solis
Frictionless, integrated omnichannel is the baseline for next generation customer experiences. There are two sides to customer engagement and relationships that need your attention. There’s the experience customers have today of which they endure because it’s their only choice. There’s also the journey customers hack to work for them or worse, other companies design a path that’s more familiar, intuitive and meaningful because. Yet, either one of those two experiences represent the fate of companies that choose to invest in one or the other.
Leading digital analyst and futurist Brian Solis and Teleperformance share how to unite disparate efforts for an approach that's integrated, consistent and complementary.
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.
How To Transform Digital Customer Experiences For The Connected CustomerBrian Solis
The gap between the traditional customer and digital customer is only widening. The technology required to deliver an effortless omnichannel customer experience (CX) is very different than the setup required for traditional customer engagement. How you invest in digital transformation and CX can be the difference between a compelling competitive advantage and market irrelevance. Leading digital analyst, author and keynote speaker Brian Solis partnered with Genesys to develop a guide to help businesses identify critical gaps and close the loop in digital transformation. The ebook covers...
Top challenges facing digital transformation
Digital Customer Experience Transformation Checklist
Digital CX strategies industry leaders are adopting to deliver delightful and intuitive CX
Professionals sometimes struggle to achieve professional goals. Often, we are so busy juggling conflicting priorities and tasks that well-intentioned objectives stay indefinitely on our to-do lists or only half-heartedly get accomplished. This session helps you find the discipline to ensure that they make the things that are important happen.
Accenture identifies what motivates consumers & how these motivations lead to changing consumer expectations, preferences & shopping habits. Read more.
State of influence 2.0 by Brian Solis and TraackrBrian Solis
A groundbreaking report on the state and future of influencer marketing by Brian Solis and Traackr. What if influencer marketing was more than marketing? What if it was about the end-to-end customer or employee experience?
Welcome to a new era of marketing; an era where brands are shaped by the people who experience them. In a world where most consumers are connected, the experiences that they have and share online collectively shape their perceptions, impressions and actions. To a certain extent, all connected consumers are becoming influential in their own ways.
Influence has never been more import- ant. Every year, global communica- tions marketing firm Edelman pub- lishes its “Trust Barometer” report that captures the sentiment of trust in a variety of industries and scenarios. In its 2017 edition1, Edelman learned that the credibility of CEOs was at its lowest level ever. At the same time, the report found that trust in peers, or “a person like yourself,” is as cred- ible a source of information about a company as a technical or academic expert. Without trust, brand market- ing may fall upon skeptical, distrusting or altogether inattentive audiences.
By partnering with the right influenc- ers, or people who tell the right stories in the right context by delivering value at each step, brands can reach people through those they trust while earning trust in the process.
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.
Accenture identifies what motivates consumers & how these motivations lead to changing consumer expectations, preferences & shopping habits. Read 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.
Digital thinking to transform face-to-face insurance in Asia by Hugh TerryThe Digital Insurer
These are the slides presented by The Digital Insurer at the Insurancecom conference in HK at the Ritz Carlton on 2nd December 2014.
The theme of the conference was profitable strategies for growth in 2015 and this presentation focuses on the opportunity to use digital thinking and trends to create Agency 2.0 and Banca 2.0 models
20140716 presentation all channel experience insurance slideshare v1.0Pascal Spelier
On the 16th of July I visited Portugal and presented at two insurance companies. This presentation is about creating an All Channel Experience in the insurance industry based on the building blocks for a digital organization of Capgemini Consulting in cooperation with MIT. The presentation focusses on one of the pillars of the digital model: customer experience. The presentation contains also slides about relevant trends: quantified self, sharing economy, big data, cross channel marketing, mobile, et cetera. Are you interested in the voice over of the presentation or do you want to invite me for presenting this presentation at your organization? Don't hesitate to contact me: pascal.spelier(at)capgemini(dot)com,
Trends Reshaping the Future of Customer Service Jules Smith
How is Customer Relations responding in 2016 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? This report addresses the drivers of trends we are observing – evolving channels and customer experience expectations – and will provide insight into methods for addressing the customer relationship evolution.
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
The Rise of the Platform Marketer: Connected CRM in a Digital WorldArgyle Executive Forum
David Williams, Chairman and CEO of Merkle, discussed how an organization can build and maintain a data-driven customer relationship management (CRM) strategy during a Thought Leadership Spotlight Presented by Merkle at the 2014 Chief Marketing Officer Leadership Forum: Fall Event in San Francisco on Nov. 6. In his presentation, “Connected CRM: Delivering on a Data-Driven Business Strategy,” Williams noted the marketing landscape is changing, and delivering an omni-channel CRM experience is key for organizations to effectively engage consumers.
According to Williams, organizations need to consider the whole spectrum of consumer experiences to improve their customer interactions. However, organizations also need to understand how to collect and leverage data across this entire spectrum: “I would argue that for most organizations, they don’t fully realize that all of this data can be managed across the enterprise and across a set of hundreds of millions or tens of millions of consumers and that there’s value in this data across the entire spectrum.”
Data can deliver a competitive advantage for organizations of all sizes, Williams said. Organizations that differentiate between a customer strategy and a marketing strategy, Williams added, can find ways to incorporate data into their CRM strategies. Williams pointed out that the digitalization of media and channels is transforming how organizations connect with customers too: “We start talking about how digitalization of media and channels is changing our ability to know about consumers and their attitudes, needs, wants, behaviors, values and then how we might enhance or personalize experiences with them. In reality, many of these conversations are actually too narrow.”
- See more at: http://www.argylejournal.com/chief-marketing-officer/thought-leadership-spotlight-presented-by-merkle-connected-crm-delivering-on-a-data-driven-business-strategy-david-williams-chairman-and-ceo-merkle/#sthash.IppTS2Iw.dpuf
The Funnel Doesn’t Care About Customers; The Funnel Only Cares About The Fun...Brian Solis
Frictionless, integrated omnichannel is the baseline for next generation customer experiences. There are two sides to customer engagement and relationships that need your attention. There’s the experience customers have today of which they endure because it’s their only choice. There’s also the journey customers hack to work for them or worse, other companies design a path that’s more familiar, intuitive and meaningful because. Yet, either one of those two experiences represent the fate of companies that choose to invest in one or the other.
Leading digital analyst and futurist Brian Solis and Teleperformance share how to unite disparate efforts for an approach that's integrated, consistent and complementary.
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.
How To Transform Digital Customer Experiences For The Connected CustomerBrian Solis
The gap between the traditional customer and digital customer is only widening. The technology required to deliver an effortless omnichannel customer experience (CX) is very different than the setup required for traditional customer engagement. How you invest in digital transformation and CX can be the difference between a compelling competitive advantage and market irrelevance. Leading digital analyst, author and keynote speaker Brian Solis partnered with Genesys to develop a guide to help businesses identify critical gaps and close the loop in digital transformation. The ebook covers...
Top challenges facing digital transformation
Digital Customer Experience Transformation Checklist
Digital CX strategies industry leaders are adopting to deliver delightful and intuitive CX
Professionals sometimes struggle to achieve professional goals. Often, we are so busy juggling conflicting priorities and tasks that well-intentioned objectives stay indefinitely on our to-do lists or only half-heartedly get accomplished. This session helps you find the discipline to ensure that they make the things that are important happen.
Accenture identifies what motivates consumers & how these motivations lead to changing consumer expectations, preferences & shopping habits. Read more.
State of influence 2.0 by Brian Solis and TraackrBrian Solis
A groundbreaking report on the state and future of influencer marketing by Brian Solis and Traackr. What if influencer marketing was more than marketing? What if it was about the end-to-end customer or employee experience?
Welcome to a new era of marketing; an era where brands are shaped by the people who experience them. In a world where most consumers are connected, the experiences that they have and share online collectively shape their perceptions, impressions and actions. To a certain extent, all connected consumers are becoming influential in their own ways.
Influence has never been more import- ant. Every year, global communica- tions marketing firm Edelman pub- lishes its “Trust Barometer” report that captures the sentiment of trust in a variety of industries and scenarios. In its 2017 edition1, Edelman learned that the credibility of CEOs was at its lowest level ever. At the same time, the report found that trust in peers, or “a person like yourself,” is as cred- ible a source of information about a company as a technical or academic expert. Without trust, brand market- ing may fall upon skeptical, distrusting or altogether inattentive audiences.
By partnering with the right influenc- ers, or people who tell the right stories in the right context by delivering value at each step, brands can reach people through those they trust while earning trust in the process.
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.
Accenture identifies what motivates consumers & how these motivations lead to changing consumer expectations, preferences & shopping habits. Read 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.
Digital thinking to transform face-to-face insurance in Asia by Hugh TerryThe Digital Insurer
These are the slides presented by The Digital Insurer at the Insurancecom conference in HK at the Ritz Carlton on 2nd December 2014.
The theme of the conference was profitable strategies for growth in 2015 and this presentation focuses on the opportunity to use digital thinking and trends to create Agency 2.0 and Banca 2.0 models
20140716 presentation all channel experience insurance slideshare v1.0Pascal Spelier
On the 16th of July I visited Portugal and presented at two insurance companies. This presentation is about creating an All Channel Experience in the insurance industry based on the building blocks for a digital organization of Capgemini Consulting in cooperation with MIT. The presentation focusses on one of the pillars of the digital model: customer experience. The presentation contains also slides about relevant trends: quantified self, sharing economy, big data, cross channel marketing, mobile, et cetera. Are you interested in the voice over of the presentation or do you want to invite me for presenting this presentation at your organization? Don't hesitate to contact me: pascal.spelier(at)capgemini(dot)com,
Trends Reshaping the Future of Customer Service Jules Smith
How is Customer Relations responding in 2016 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? This report addresses the drivers of trends we are observing – evolving channels and customer experience expectations – and will provide insight into methods for addressing the customer relationship evolution.
This is a good presentation on Customer Delight.. Customer delight is next & advanced step to customer satisfaction & produces WOW reaction. This presentation would help you to find about elements, procedure and other factors affecting customer delight. Mail me your suggestions at a380onkar@yahoo.co.in
Delighting your customers is more important than ever. Think about the impact of social networking and how quickly you receive negative information about your company. Think about how many brands have either exceeded or dwindled since social networking has increased. By exceeding all expectations with the simple steps to customer delight you will be on the path to stronger customer retention and business growth.
Here's how you can fight the challenge of commoditization and take the lead in an environment where the competition may be finding it difficult to survive.
If your contact center deflects a major part of your support call volume, your company is probably missing out on opportunities to own the customer relationship.
Ninety white paper: The Sharing Economy - An insurance briefingEmma Redington
This white paper deals with the impacts and opportunities of the sharing economy on the insurance sector. Lord Wei, Chair of Ninety’s Future Strategy Board, says in his foreword to this white paper: “The Sharing Economy gives rise to both significant opportunities and challenges as new technology enables all kinds of people to access the "on demand" lifestyle. In insurance, these challenges are well documented in this excellent and practical briefing from Ninety, which I hope will not only inform the industry but also policy-makers and politicians such as myself."
Welche Potentiale bietet das mobile Internet dem stationären Handel? Am 18.3.2013 durfte ich diese spannende Frage mit Axel Hoehnke und Jens Nitzschke im Rahmen einer Mobile Monday Veranstaltung diskutieren.
Mobiles Internet im Smartphone - always on, anywhere
Der stationäre Handel steht unter Druck: Die Innenstadtmieten steigen, die Umsätze stagnieren, Filialnetze werden zurückgebaut. Auf der anderen Seite werben Online-Händler, vor allem Amazon, dem stationären Handel immer größere Teile der Kundschaft ab. Internet-Zugangsgeräte wie Desktop-Rechner, Laptops oder iPads werden gern zuhause genutzt, um damit bequem vom Schreibtisch oder Sofa aus einzukaufen. Aufgrund ihrer Größe sind sie allerdings nur eingeschränkt für die Unterwegs-Situation geeignet.
Seit das Handy sich zum Smartphone gemausert und dem mobilen Internet Tor und Tür geöffnet hat, löst sich die strikte Teilung zwischen “unterwegs” und “zuhause” stetig auf. Always on, anywhere - als einziges Internet-Zugangsgerät ist das Smartphone-Handy - ähnlich wie Hausschlüssel und Geldbörse - unser ständiger Wegbegleiter. Überdies ist es ständig angeschaltet und mit dem Internet verbunden. Es weiß daher auch immer, wo wir gerade sind. Dadurch bildet das Smartphone ein attraktives Brückenmedium zwischen Online- und stationärem Handel und öffnet den Weg zu innovativen Cross-Channel-Strategien.
Omni channel experiences your customers want! Darrel Kammeyer
Now that customers are in the driver’s seat, the changes are happening faster and more frequently. Your customers have been through an unprecedented digital & mobile expansion, but there’s much more to come. In this hyper-active environment, what does it take for you to create relevant and insightful customer interactions across multiple channels?
In this fast-paced and entertaining session, Darrel will provide well-known brand examples in high tech, retail, financial services, travel, and hospitality which will demonstrate:
• why customers are adopting more technologies even more rapidly than you think
• how marketers need to predict, envision and invest in the new customer relationships that these channels can build
• what’s the best way for you to determine your biggest opportunities to engage customers in their mobile and digital moments
• why the lack of strategy and digital skills hold back digital advancement
• and what are the necessary steps that you need to take to integrate cross-channel journeys and experiences for the biggest return
Efma distribution summit 2015: physical channels - how wearables can both im...Saint Germain Consulting
- iBeacon initiative enable Westpac to send customers special offers and other incentives when they are in or walk past a branch
- At St George Bank, iBeacon send welcome message and tailored information to customers when they enter into a branch
- Google Glass allow Banque Populaire sales force to make products and services recommendations in real time
- Wells Fargo is testing customer authentification through Google Glass and thanks to an Oculus Rift virtual-reality headset offers customers a virtually walk into a bank branch and the capacity to talk to a teller.
- Barclays bank is to trial beacon technology in its branches to improve accessibility for customers with disabilities
Efma distribution summit 2015 physical channels - how wearables can both im...YVON MOYSAN
Internet of Things: international Banking and Insurance wearable apps
Glasses, watches, wristbands, virtual reality headset, iBeacon or even wearable suits… Which bank or insurer have already launched a wearable app and why? What are the features of these apps dedicated to customers or employees? What are customers’ needs and expectations? What are customers’ fears? What are primary customers’ uses ? What are the app features that banks and insurers have already abandoned? What are the future app features or devices that banks and insurers expect to focus on? What are the Internet of Things key figures and projected trends?
This study includes more than 150 slides and covers the major wearables app that banks and insurers have developed so far. More than 70 of them are indeed analyzed. The objectives of the bank or the insurer are presented and illustrated by CEO or Digital Marketing Director verbatim, the main current and future features of the app and first customers’ feedbacks are detailed. In addition, the study includes several relevant links to press articles and videos illustrating the bank or insurer wearable app.
The Digital Product Blueprint: How to Create and Sell Digital Products That G...Lucky Gods
Ditch the 9-to-5 grind and build a digital empire that shines! ✨ "The Digital Product Blueprint" is your secret weapon, packed with insider hacks to transform your knowledge into cash-flowing digital gold!
Imagine:
**Waking up to automated sales notifications pinging your phone like clockwork! **
Sipping your latte while your digital products work tirelessly for you! ☕️
**Trading in "boss" for "entrepreneur" and designing your dream life! **
**Inspiring others to ditch the cubicle and embrace the freedom of digital income! **
Get ready to:
**Uncover the golden formula for crafting irresistible digital products people crave! **
**Master the art of identifying profitable niches that scream "buy me!" **
Craft compelling content that sells itself, day and night! ✍️
**Build a loyal tribe of customers who sing your digital praises! **
Unlock the secrets of marketing magic that turns strangers into raving fans! ✨
"The Digital Product Blueprint" is your roadmap to online freedom and endless income potential!
**So grab your copy, fire up your laptop, and prepare to launch your digital dream into the stratosphere! **
Neosurance: the first Virtual Insurance Agent which sells micro policies. Andrea Silvello
Insurance Worth Buying
Neosurance is an insurtech startup that helps you engage and monetize your digital customers, delivering the best insurance experience where and when it matters most.
With our help the insurer is capable of coming up with the right insurance proposition precisely when the client needs it, without even having ask for it. A highly personalized push offer on one's smartphone according to the single individual and its context. Imagine you’re a tourist landing in London and you forgot to previously buy a travel insurance: no problem, a personalized notification arrives on your device asking if you want to get insured in a few steps directly from your device. Easy, fast, comfortable
The push notifications are sent to the users in an intelligent way thanks to our AI machine learning system which bases its knowledge on contextual data. Our approach is B2B2C, based on IoT data and Artificial Intelligence in order to apply the nudges theory to the insurer’s needs - that is, micro insurance delivered via push offers that are highly personalized according to the single individual’s context. The AI component perfects the knowledge on insurable moments and on personal behavior in order to sell the right cover at the right moment in the most effective way.
Presentation: Understanding Customer Centricity
Have you ever wondered why some organizations fail while some achieve stunning success? What is the secret behind successful organizations? To survive and thrive in this competitive world organizations are moving from product first approach to something else.
Presented to: Women in Agile Houston Group
Presented on: 7/15/2020
8 Interactive Trends Changing the Business LandscapeTim Sandlund
The world is changing quickly. This presentation looks at 8 interactive trends that are changing the business landscape. Technology is changing the way consumers interact with brands and how brands interact with consumers. Buying habits and consumer expectations are rapidly evolving. This is and will continue to have major implications for marketing. Is your business ready to adapt and take full advantage of how these trends are changing the way we do business?
Today’s youth is a product of rapid change (cultural, technological, medical, you name it and they’ve been there). Having seen it all & adapted to it all, it is a cohort that is extremely diverse & ever changing.
We have tried to decode the attitudes & mindsets of today’s youth. We have also tried to understand their interaction with various categories and what it means for brands.
Read more here!
Today India’s youth is bombarded with advertisements and brands in the BFSI space are increasingly targeting them.
They are being given the bait of making easy money by some platforms and traditional banks are relying on their legacy to lure them in.
But, what is it that will actually that the young consumers of India seek. Read more to find out!
The recent survey conducted by NFHS (National Family Health Survey) indicates that gender ratio has gone upto 1020 females per 1000 males from 991 females per 1000 males in 5 years. As marketeers we need to understand what has caused this historic shift which will help us identify new opportunities.
Read more to find out!
#Workplace #burnout has been creeping subtly and impacting us in ways we do not usually notice.
With the covid-19 pandemic, the issue has become all the more significant.
About a third of Indians are facing increased burnout at work and are exploring multiple solutions to handle the issue.
How is #Jobburnout impacting them? Can #businesses and #brands help to counter this impact?
We at Wolfzhowl believe in investigating societal truths and understanding their implications on society, industries and brands.
Read further to explore!
www.wolfzhowl.com
#InsightSeries by #Wolfzhowl #Workfromhome #health #work #life #employees #management #business #strategy #Homeoffice
Cognitive bias and cognitive dissonance were two essential tools that the BJP employed post 2014 to ensure that Congress did not remain the 'go back to brand' for voters/consumers.
Cognitive bias and dissonance, if created in your consumer's mind, then the 'default setting' will be your brand.
Marketers can learn a ton from it.
Imagine a day or few hours with #noelectricity, then imagine #Whatif there was no electricity throughout the year.
Approximately 5% of the population of India still does not have access to electricity. How does #LackofElectricty impact them? Do we have a potential #business opportunity here that can counter this impact?
We at Wolfzhowl believe in investigating societal truths and understanding their implications on society, industries and brands
Jio created ripples in the market by announcing the launch of their advertising agency. We, at Wolfzhowl, believe that leaving it only as another advertising agency is wrong. Jio Creative Labs can become much more than just that. While they threaten the existence of big & small agencies alike, they can become incubators for brands that are in an aggressive growth phase.
We believe Jio Creative Labs can usher Marketing 3.0 for India. Read and tell us your thoughts!
COVID-19 is changing the fabric of society. While the naysayers say that nothing will change once the lockdown ends, we at Wolfzhowl believe that collectivism will be on the rise. Brands will need to realign their marketing plans to now cater to a far lesser individualistic audience.
Do you agree with us? Let us know in the comments below.
A deck with compilation of strategic do's & dont's from various sources aimed to instigate you to better your franchise model strategy - especially focussed on franchises for fashion brands #wolfSIGHT #wofSIGHTS www.wolfzhowl.com
Rise of Human to Human marketing H2H model and the decline of Business to Business B2B marketing model...
a compiled (from various sources) deck to instigate you...
www.wolfzhowl.com
Fast Fashion has been created to instigate consumers to buy faster. Fast Fashion appeals to the impulsive, non-stagnant nature of people. How do we create a fast fashion brand. #wolfSIGHTS instigates you to create a fast fashion brand & market it...
Hello Folks,
Here are two quick snackable #wolfSIGHTS around Millennials and the 31st December night party for you to end 2017 on.
Maybe your brand quickly act on it too :)
Would have loved to see some "Kurkure - Twisted Snack-tail recipes" for an in-home 31st new year party. Hotstar & Netflix to do a new year party viewing suggestion. Amazon to have done a Amazaon Prime Video suggestions + home orders of food, snacks, party stuff, Air BnB to have curated a few places for last minute get-away party seekers etc;...come on brands start engaging!!
A few Musings from Wolfzhowl on the future agency, more to instigate conversations and invite feedback - so that we can learn too :)
Traditional Vs Digital, Instinct Vs Data, Differentiating Brand Stance Vs Selling Context, Marketing Vs Sales, Equity as ROI Vs Sales as ROI. The debate seems to have become about "Vs".
That is true if you look at the debate from a traditional agency Vs a Data/Digital agency perspective. But being on a slightly different aspect for the last 5 years - If i divorce myself from the Vs perspective and look at only from a brand's benefit perspective (combining and using the best of both traditional and new) - the process will be different and the future agency will be different.
This "Vs" argument is actually making us still have a red ocean argument as far as the agency business is concerned.... The blue sky picture could be...
#CorporatePurpose - this deck instigates you on the need for purpose craft for corporates.
In the post-digital world, the customer/consumer has better access to information about companies, brands, business practices and the world in general. The customer/consumer is also now armed with ability to publish and communicate her/his point of view, opinion, gripe or disdain easily and reach 0000’s of people.
People now also associate a daughter brand’s behaviour with the corporate mother brand and vice versa. In the post digital world, the rub-off is more palpable and far more visible, increasing the strategic need for better orchestration between both.
Hence governmental organizations, institutional investors, partners/vendors, private investors and citizens (customers/consumers/current & prospective employees) are more affected by a corporate brand’s social standing and reputation.
A millennial heavy society is also more purposive demanding better transparency, accountability, social & environmental responsibility from corporates.
Look at Uber, lack of a purpose is practically driving it out of business. United Kingdom has primarily cancelled its license because Uber was never purposive and responsible. Its lack of purpose has made Uber hide the data leaks in the USA and hence led o governmental, institutional and public distrust. Lyft is benefiting from all of this. Lack of Purpose is making people leave Uber and acting as a barrier to attracting new talent.
Corporate Purpose is not about differentiation from competition, but it is about making a difference to people’s lives. The government stipulated mandatory CSR can be subsumed under the corporate purpose and earn the corporate great social capital.
But in today's age having a separate CSR initiative is not enough, a purposive corporate brand actually helps a corporate run its business profitable while being socially responsible.
Corporate purpose sets a consumer/customer / society / people centric, mutually profitable goal for the organization, it helps create a purposive and positive internal culture and endows all its daughter brands with great social love.
While every daughter brand is busy pursuing its business, a strong purposive corporate brand can actually endow these daughter brands with an aura of phenomenal good will.
Purpose can help a Corporate initiate a highly successful IPO, for subscribers to an IPO look for profitability first, but todays intelligent investor knows that only a purposive brand can create sustainable profitability.
The target audience which we need to influence for an IPO are the government, institutional bodies, institutional, private and citizen investors, employee investors etc.;. well all of them are primarily people and people are not just rational creatures, emotions drive investments too. Hence a purposive corporate brand is much more assured of not just a successful IPO, but also of long term profitability.
Whether you want to create a branded platform or a brand neutral platform or just a brand - you definitely are a brand who now is a publisher in this post-digital world.
A strategic Instigation by WOlfzhowl on creating a brand neutral platform. A comprehensive approach with discussions and highlight on various conundrums faced by brands.
Buckle-up its an intense read, hope you enjoy the instigations.
Check Out: #wolfSIGHTS across platforms
www.wolfzhowl.com
#wolfSIGHTS #WolfzHowl #ContentStrategy #BrandedContent #ContentCreation
Digital as a medium is far more conducive to instigating Behaviour Change than traditional alone is. However often marketers make the mistake of either (1) adopting their traditional campaigns to digital or where channel insights are totally ignored and digital is woefully used as another broadcast medium rather than an engagement medium (2) jumping directly to channel insights and ignoring that the human insights need to be identified first.
Here's a strategist instigation #wolfSIGHTS #wolfSIGHT which attempts at giving you a standardised schematic to plan your behaviour change using digital as a medium.
Another instigation related to this that you might find interesting:
https://www.slideshare.net/ChallapalliKalyanRam/consumer-engagement-strategy-provocation-7up-pepsico
A strategic instigation on what it takes to craft a male grooming brand in India.
While brands keep see in the micro-picture and sometimes get their strategy right by default rather than by design, heres a way to get things right by design while crafting a grooming brand for men.
Heres a look at understanding the socio-cultural barriers to crafting a male grooming brand in India, which we usually dont see.
#Stratalogues #wolfSIGHTS
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.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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/
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
3. “ A customer phoned to complain
following the delivery of a curtain
pole. On finding no one home, the
driver decided it would be possible
to still deliver the pole - through the
letterbox. When the customer
returned they found their dog pinned
to the wall.”
4. “ A new business was opening and one of the owner's friends
wanted to send flowers for the occasion.
They arrived at the new business site and the owner read the
card.
It said "Rest in Peace".
The owner was angry and called the florist to complain. After he
had told the florist of the obvious mistake and how angry he
was,
The florist said:
"Sir, I'm really sorry for the mistake, but rather than getting angry
you should imagine this: somewhere there is a funeral taking
place today, and they have flowers with a note
saying 'Congratulations on your new location'."
5. What, you didn’t know was that there were
approximately 14,000 people who read them, shared
them…
If it was a story about your brand..
…its not that’s funny…aint it?!
6. As marketers, we need to WAKE-UP!!
Gone are the days, when we consumers used to write one-to-one
complaint letters or mails to us, which we could read and chose to
respond to or not…
7. The consumers now have a loudspeaker, a contagious – social mouth piece
8. Where a single bad experience can put off
000’s of people off the brand…
If you make customers unhappy in the physical world, they might each tell 6 friends. If you
make customers unhappy on the Internet, they can each tell 6,000 friends.
JEFF BEZOS
19. But more importantly, in today's age – digital
customer service is another strong way to
“ customer belief”.
It leads directly to brand equity & preference!
20. CUSTOMERS WANT TO FEEL THAT BRANDS
UNDERSTAND THEM & THEIR NEEDS. THAT THEY ARE
THERE FOR THEM EVERY STEP OF THE WAY…
21. CUSTOMERS WANT BRANDS TO NOT JUST
PROMISE, BUT TO PROVE TO THEM THAT THEY
WILL DELIVER ON WHAT THEY PROMISE…
When hungry, will When in a car accident, our orange force When in urgent
reach you in 30min. will reach you to help you on the spot. need of cash, we
will help you find
an ATM.
22. These customer digital-delights, have multiple advantages:
(1) Faster, easier & in most cases low-cost (as compared to manual services
involving heavy restructuring and investment in manpower and training)
(2) Once set-up, need only maintenance
(3) If there is a strong consumer need behind the idea of these digital-
delights, they can last a very long time.
(4) These initiatives most importantly help you target a whole new set of
consumers who are increasingly not available otherwise to you.
(5) Most definitely helps in making your brand new age.
23. DO NOT FORGET: if even one of your digital-delights are downloaded and
used frequently by customers, technology enables you to turn these into
your own private & personal media channel with the customer.
Via, this personal media vehicles, You could:
1. Announce all your new news to the customers
2. Cross-sell
3. Reward them and incentivize them
4. Launch your new campaign (if done right)
5. Etc;
This is going to be a big part of media planning, buying & selling of the
future.
Strong digital-delights have already started making money by becoming a
platform for other brands…
24. No wonder, brands are bending over backwards dying
to deliver a wow customer digital-delight
experience…
25. Let’s look at what brands are doing in the area of
customer service…
26. Helping customers change habits, cut costs,
Extending way beyond product enabling them to do better and easing the
& focussing on reaching out to customers. decision making process.
Brands are…
extending service to make things
easier for them & simplifying in the Tapping into customers passions &
financial services category. enabling them.
39. Helping customers change habits, cut costs,
enabling them to do better and easing the
decision making process.
40.
41.
42.
43. Westpac’s Impulse Saver
• Brand: Westpac
• Category: Financial Products & Services
• Media: Mobile app
• Country: New Zealand
• http://www.youtube.com/watch?feature=play
er_embedded&v=M9v9HpR4qTU
– Winner of a Bronze at the Cannes (2011) – Promo
& Activation
44.
45. The CommBank Property Guide
Application
• Brand: CommBank
• Category: Real Estate
• Media: Mobile app
• Country: Australia
• http://www.youtube.com/watch?v=o9T9crN
MB_w&feature=player_embedded
– Winner of Silver Media Lion at Cannes (2011)
46.
47. U-Late Hotline
• Brand: UA Cinemas
• Category: Entertainment & Retail
• Media: Telecommunication
• City: Hong Kong
• http://www.work-archive.com/~awards/hk/u-
late/index.html
– Winner of Spikes Asia Mobile silver spike 2011
51. Pedigree’s Doggleganger & Dog-a-like
• Brand: Pedigree
• Category: Pet care and Adoption drive
• Media: Adoption center + Innovative software +
Mobile app
• Country: New Zealand & Australia
• http://www.ourshowroom.co.nz/doggelganger/
• http://www.awardlook.com/pedigree/spikes/mo
bile/
– Winner of Spikes Asia Digital Grand Prix 2011 and
Mobile Gold spike
59. Delay the workday
• Brand: 361o
• Category: Sports Retail
• Media: Social media
• Country: China
• http://www.spikes.asia/winners/2011/promo/
index.cfm?award=4
– Winner of Effie 2011 Bronze
60.
61.
62. My car is your car
• Brand: IAG: NRMA, SGIO, SGIC
• Category: car insurance
• Media: offline, TV and social media
• Country: Australia
• http://www.spikes.asia/winners/2011/promo/
index.cfm?award=4
– Winner of spikes Asia Promo and Activation Gold
spike 2011
63.
64. & in the financial services category,
extending service to make things
easier for them & simplifying.
66. Example #1 - Capital Access Network
• Brand: Capital Access Network
• Product: Daily Remittance Platform™ - a B2B financial services product
• Award category: Overall most innovative product of the year – 2011
• Product description: An end-to-end finance delivery system enabling small and
mid-sized business (SMB) finance providers to offer “daily” remittance and
recurring revenue-based finance products while driving credit card issuance and
acceptance
67. Example #1 - Capital Access Network
Judges’ Quote:
“This is a win-win – more capital for more small and mid-sized businesses and more
loan growth with less risk to banks and other capital providers. What an enormous
opportunity. CAN’s Daily Remittance Platform challenges and changes accepted
credit decisioning and loan management practices at a time when the entire
financial industry is desperately looking to grow their loan books and mitigate risk.
DRP is a proven innovation and the perfect choice for this honour.”
68. Example #2 - SunTrust
• Brand: SunTrust
• Product: eClaim Revenue Gateway®
• Award category: Most innovative product of the year – 2010
• Product description: A revenue cycle management solution designed to help healthcare
providers accelerate insurance claim submissions and payment collection. This enables
medical & dental practices and hospitals to focus more time and resources on patient
healthcare.
A key innovation is providing clients with a single, secure electronic portal for submitting
claims to payers (both insurance and private payers), tracking claims, checking real-time
eligibility, receiving payments and reviewing payment data relating to the claim.
In addition to providing faster access to cash receivables, the benefits include maximized cash
flow, improved workflow, enhanced operational efficiency and reduced errors.
69. Example #1 - SunTrust
Judges’ Quote:
"With the complexity of the insurance industry, the business side of running a
medical practice has become increasingly hard. eClaim Revenue Gateway
is an important product for the medical community; the platform that
SunTrust provides is huge"
70. Example #3 - SunTrust
• Brand: SunTrust
• Product: Expense Manager (within SunTrust's Enterprise Spend Platform)
• Award category: Most Innovative Feature (special mention)– 2010
• Product description: Expense Manager is a key component within SunTrust's Enterprise
Spend Platform - a single online solution for managing travel and
entertainment, procurement and payables processes.
The primary innovation of this product is its ability to seamlessly integrate a new expense
management system with Enterprise Spend Platform – allowing clients to use one application
to handle all expense management activities.
Designed to help companies track expenses and reduce time involved in the reporting
process, Expense Manager offers clients the ability to submit and store receipts online
through both file upload and standard fax. The application can accept card transaction data
feeds from multiple card issuers and is available in 15 languages.
71. Example #4 – Wells Fargo
• Brand: Wells Fargo
• Product: The Wells Fargo Business Insight Series
• Award category: Most Innovative Feature – 2010
• Product description: the goal of the program – a series of webcasts, has been to
provide educational resources to small business owners in a rich media platform
that deepens their relationships with their target audiences. The series positions
Wells Fargo as an industry leader and trusted advisor by offering expert advice and
original stories presented with quality production that aligns with the Wells Fargo
brand.
https://www.wellsfargobusinessinsights.com/
72. Example #5 – Union Bank
• Brand: Union Bank
• Product: Remote Deposit with Account Receivables Integration
• Award category: Honorable Mention in the Product category– 2010
• Product description: Remote Deposit with Account Receivables Integration gives the bank’s
business customers the ability to scan checks and electronically submit the images as
deposits to Union Bank.
Benefits include:
Faster access to deposited funds
Extended deposit deadlines
Reduced courier and check-handling costs
Reduced banking fees
The integration of Remote Deposit and QuickBooks enables customers to electronically
submit their deposits and reconcile their account receivables in one process flow.
73. Example #6 – U.S Bank
• Brand: US Bank
• Product: ScoreBoard online payments management tool
• Award category: Most Innovative Feature – 2011
• Product description: ScoreBoard provides trending and reporting data that allows customers
to monitor their own credit card spending and also compare their card sales data to industry
trends.
Available through the customer's existing online account access tools, ScoreBoard features
easy-to-read charts and graphs that provide a monthly snapshot of their credit card
purchases and payments.
It also gives customers an insight into their merchant accounts, tracking sales transactions
when customers use a card for payment of goods and services.
www.usbank.com/scoreboard.
74. Example #7 – Citi
• Brand: Citi
• Product: Citi Treasury Diagnostics
• Award category: Most Innovative Product – 2011
• Product description: Citi Treasury Diagnostics is an online service that tabulates clients’
treasury practices against peer data to help identify gaps and opportunities.
The benchmarking service covers the key pillars of treasury operations, including
liquidity, working capital, risk, intercompany funding, technology, and policy and governance.
Citi has associated advisory services to help clients prioritize execution plans to address these
opportunities.
76. Let’s ask ourselves:
1. How are we extending beyond our product and reaching out to
customers?
2. Helping them change/fight habits, cut costs & benefit them or assisting
& easing the decision making process?
3. Enabling their passions and bridging a relationship beyond the
commercial & transactional.
4. Simplifying and easing their interaction inconveniences?
Are we losing an opportunity or are we doing enough to gain one?