Sales and marketing leaders are asking themselves how to effectively compete and grow their business in a connected society where traditional business value drivers have become a commodity.
Insights2020 is a global initiative focused on uncovering the drivers of customer-centric growth and helping leaders:
- Define the role of insights & analytics in driving business strategy and growth
- Build and organize the function for success
- Emulate the leadership competencies and behaviors of over-performing organizations
In order to remain relevant in today’s fast paced business landscape delivering a great ‘Customer Experience’ is now simply table stakes.
• But how do you measure something that’s qualitative like Experience?
• Where does Customer Experience start and finish?
• And who owns Customer Experience?
This deck accompanies the thoughts explored at www.magnipath.com/blog.
Businesses deserve better customer journeys as the traditional sales funnel doesn't support the true mission of most companies.
Q&A With Infinity Contact Founder, Chief Executive Officer and Owner, Tom Leidigh
About Tom Leidigh
30 years of executive experience in sales, direct marketing, and CRM program development. Tom is recognized as a leader in outsourced contact and is primarily focused on expansion strategies, trade alliances, and new product development.
Tom earned an M.B.A. with top honors from Arizona State University, and a B.B.A. from the University of Iowa.
Question: Why do clients choose Infinity?
Mr. Leidigh: As an innovator in integrated contact solutions, Infinity Contact has a singular focus: We collaborate with clients to Get Customers, Keep Customers and maximize customer lifetime value. Infinity Contact was founded to provide our clients with an enhanced experience of getting customers and keeping customers. That is real basic in terms of what all our clients want to do but the methodology and process behind that was where we thought we could differentiate B2B sales customer acquisition . Our brand is called Buyerlytics and it is really the science of sales and customers retention. It is integrating data, technology, customer contact and analytics into one program under the Buyerlytics brand. Many of our competitors offer a component or two but our ability to integrate those into a unified program is a huge differentiator and value prop for our clients.
Delivering on the Promise of Customer-Centricity - Precima & US Foods at FMI ...Graeme McVie
Retailers that satisfy the needs of customers will win in the market but too often customer-centricity fails to deliver on its promise. Precima client, US Foods, is a great example of an organization that has truly delivered on the promise of customer-centricity and they share a case study on customer-centricity in the attached presentation that was originally presented at FMI Connect 2016.
For more information about the marcus evans marketing summit series: marketingseries@marcusevanscy.com
Grant Pattison, Senior Manager, Marketing & Technologist at IAG Commercial discussing Embracing Your Inner Marketing Technologist to Bridge the Martech Divide at the CMO ANZ Summit 2015.
How human insights focused organizations become CX leaders UserTesting
In this webinar, guest speaker Forrester Analyst Kelly Price, and UserTesting VP of Strategic Services Janelle Estes will discuss why customer understanding driven by Human Insights is the foundation of great customer experience (CX).
To become a CX leader, it is vital to cultivate customer empathy and push more human insights to all edges of your organization. Join us to find out more about various trends in the industry today and key recommendations to facilitate your CX transformation.
You'll learn:
Forrester’s six core concepts that make or break CX leaders
Where some go wrong, shortcomings of typical approaches
How to transform into a human-insights led organization
Real-world success stories from CX leaders
In order to remain relevant in today’s fast paced business landscape delivering a great ‘Customer Experience’ is now simply table stakes.
• But how do you measure something that’s qualitative like Experience?
• Where does Customer Experience start and finish?
• And who owns Customer Experience?
This deck accompanies the thoughts explored at www.magnipath.com/blog.
Businesses deserve better customer journeys as the traditional sales funnel doesn't support the true mission of most companies.
Q&A With Infinity Contact Founder, Chief Executive Officer and Owner, Tom Leidigh
About Tom Leidigh
30 years of executive experience in sales, direct marketing, and CRM program development. Tom is recognized as a leader in outsourced contact and is primarily focused on expansion strategies, trade alliances, and new product development.
Tom earned an M.B.A. with top honors from Arizona State University, and a B.B.A. from the University of Iowa.
Question: Why do clients choose Infinity?
Mr. Leidigh: As an innovator in integrated contact solutions, Infinity Contact has a singular focus: We collaborate with clients to Get Customers, Keep Customers and maximize customer lifetime value. Infinity Contact was founded to provide our clients with an enhanced experience of getting customers and keeping customers. That is real basic in terms of what all our clients want to do but the methodology and process behind that was where we thought we could differentiate B2B sales customer acquisition . Our brand is called Buyerlytics and it is really the science of sales and customers retention. It is integrating data, technology, customer contact and analytics into one program under the Buyerlytics brand. Many of our competitors offer a component or two but our ability to integrate those into a unified program is a huge differentiator and value prop for our clients.
Delivering on the Promise of Customer-Centricity - Precima & US Foods at FMI ...Graeme McVie
Retailers that satisfy the needs of customers will win in the market but too often customer-centricity fails to deliver on its promise. Precima client, US Foods, is a great example of an organization that has truly delivered on the promise of customer-centricity and they share a case study on customer-centricity in the attached presentation that was originally presented at FMI Connect 2016.
For more information about the marcus evans marketing summit series: marketingseries@marcusevanscy.com
Grant Pattison, Senior Manager, Marketing & Technologist at IAG Commercial discussing Embracing Your Inner Marketing Technologist to Bridge the Martech Divide at the CMO ANZ Summit 2015.
How human insights focused organizations become CX leaders UserTesting
In this webinar, guest speaker Forrester Analyst Kelly Price, and UserTesting VP of Strategic Services Janelle Estes will discuss why customer understanding driven by Human Insights is the foundation of great customer experience (CX).
To become a CX leader, it is vital to cultivate customer empathy and push more human insights to all edges of your organization. Join us to find out more about various trends in the industry today and key recommendations to facilitate your CX transformation.
You'll learn:
Forrester’s six core concepts that make or break CX leaders
Where some go wrong, shortcomings of typical approaches
How to transform into a human-insights led organization
Real-world success stories from CX leaders
57% of marketers state measuring ROI as their top challenge. Tighter integration is becoming an investment priority because it creates a better consumer experience and leads to a higher ROI overall. Ciceron is a full service digital marketing agency that specializes in all things digital, including digital strategy, consumer insights and brand advocacy.
B2B Sales Enablement & The Customer JourneyMike Connor
Creating Insanely Great Customers: A Lean innovation strategy for engaging the planet's most strategic customers, the Insanely Great ones. | Get The Book | http://www.creatinginsanelygreat.com
Preso, video, workbook and infographic located here: | http://spicecatalyst.com/sales-enablement-of-the-customer-journey/ |
Accelerate and close more B2B deals. Align marketing and sales on the materials and customer insight needed. This hard-hitting presentation helps you facilitate a powerful planning dialog between the sales and marketing department that will focus time and money on high impact materials and information that simply sell more and more. You will come away with definitions and recommendations for each sales stage that will take your sales enablement program from good to Insanely Great.
| http://spicecatalyst.com |
Six Building Blocks Of Digital Transformation Powerpoint Presentation SlidesSlideTeam
Six Building Blocks of Digital Transformation PowerPoint Presentation Slides is an effective presentation to create new digital business capabilities. The digital transformation business model PowerPoint complete deck includes ready to use templates such as strategy and innovation, customer decision journey, process automation, operation and technology, data and analytics, etc. It has templates with professional background images and relevant content. This content ready presentation is fully editable. Modify content as per your need. The graphics used in this PPT allow you to clearly demonstrate each step of the digital transformation process. This set of PPT visuals will assist you in find, develop and acquire digital skills. Discuss the five stages of process automation. Enhance your knowledge with this well-researched deck and deliver your ideas in an effective way. Download the six strategies for delivering digital services Presentation design to impress your audience. https://bit.ly/3AwraVL
Today’s marketing leadership is being tasked with creating lasting relationships and loyalty among their customer base.
Yet so much of how we engage with customers and prospects is campaign driven, activating specific actions in a single moment in time.
As the development of a robust and connected customer experience strategy becomes the linchpin to CMO success, the question is now more important than ever: Can loyalty and advocacy be built…and how?
This presentation walks through some of the challenges and considerations CMO need to explore in order to reframe how their brands engages their customers like never before.
Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.
What can start-ups do to accelerate their DTC strategyAdrian M Odgers
This deck was presented as part of a Fireside chat session at ProVeg International's start-up Incubator, a leading accelerator for food startups.
It focuses on providing key ideas, strategies and tactics start-ups can use to inform and accelerate their DTC strategy (direct to consumer).
Mapping the value of your customers journeyEthology
The game has changed with customer engagement! Go beyond just "journey-mapping" and understand the micro-moments of your customer's entire process of interaction with your brand. There are right and wrong moments of content implementation that could be costing you profit!
Get more insights on the following:
- Customers are in the driver seat with engagement points more often than the brand
- User Experience (UX) can illuminate the customer journey and find more meaningful ways to connect with them
- True strategy and planning are a process that must be ongoing versus just a "start-point"
SPEAKER:
Anthony Quiroz, UX Design Strategist at Ethology
Modern Law Firm Success by John Hall, CEO, IntappIntapp
At Intapp Insights19 London, John Hall, Intapp CEO, shared his thoughts on how to drive modern law firm success in the client empowered era. John outlines the seven core dimensions of a law firm where modernisation plays an instrumental role. He also previewed the modernisation journey framework which firms can use to identify where they are currently and where they aspire to be.
The Customer Journey Funnel: The Key to Sustainable GrowthRocketSource
Creating a modern funnel to accommodate marketing and sales in today's market requires a strong understanding of the dynamics of customer behavior and the way processes should be structured to guide users down the path to purchase.
The terms "sales funnel" and "marketing funnel" don't quite fit the bill like they used to. Let's explore what a customer journey funnel is, and why it's so vital to organizations.
High Tech Digital Manufacturing - Harvey Sipel Harvey Sipel
The tenants, trends, key capabilities, business processes, journeys and personas required to transform to a digital high tech manufacturer by Harvey Sipel Global Director of Digital High Tech
Being a High Performing Sales Organization Requires a Hard Reset on Conventio...Dennis Stoutjesdijk
Regardless of what has worked in the past, the unintended consequences of both technology advancement and buyer behavior is wreaking havoc on sales organizations. Whether you have a small sales force or a highly complex go to market strategy, there is no avoiding the reality that how we sell has forever changed. Tiffani will challenge conventional thinking, pushing sales to a more customer driven mindset and away from an internal productivity and performance based management style and outline what she thinks the modern sales force will look like in the future.
Discover why UX & CX are evolving toward Human Experience (HX).
As consumers force brands to become more digital, there is a real need to be authentic, empathetic, and human.
Find out why human-centric thinking is so important and how, with the right approach, it can help build deeper and more meaningful relationships with customers.
Updated to reflect the COVID-19 crisis
Looking to boost traffic and take your online sales to the next level? You’ve come to the right place.
Find out how to build an effective digital marketing strategy, measure your ecommerce growth, and evaluate your performance in comparison to the competition in this ebook from Hallam Agency and SEMrush.
We have gathered and analyzed information from 8,000 ecommerce sites to present you with data-driven best practices, while Hallam SEO Agency has designed a set of easy-to-implement recommendations based on case studies of their most successful clients.
In this ebook, you'll discover:
=> User buying trends for 13 ecommerce industries
=> 5 ways to improve your ranking in mobile SERPs
=> 3 SERP features every ecommerce business should take advantage of
=> How ranking for featured snippets increased sessions by 285%
=> 10 best emotional triggers to increase sales and how to utilize them
=> 17 technical SEO considerations that increase site speed and enhance user experience
=> 6 hacks to successfully optimize your images for search and improve conversion rates
=> Effective link building strategies that have resulted in a 143% increase in traffic to the homepage and 10 keywords ranking in position 1 in SERPs
We hope that you find the data and the insights we’ve gleaned from this study helpful in developing and improving your digital marketing and site development strategies.
The Future of Canadian Retail - Combining Yesterday's Rules with Today's Tren...LoyaltyOne
Powerful Past - Combining Yesterday’s Rules With Today’s Trends for Retail Success
What adds value to the retail relationship? Answer this age-old question by viewing this presentation. LoyaltyOne recommends four key strategies that combine core retail principles with the trends that most influence change. Here is a chance to hear what Canadian consumers are thinking, and how data can seal the gap between good and great customer experiences.
You’ll learn:
• New ways in which consumers are shaping the options for how they purchase goods
• Survey results that highlight where and how consumers shop, and their attitudes about today's retail experience
• The technologies consumers would like to see enabled on the sales floor
• Four key strategies to deliver on consumers' expectations and deliver relevant value
Live Webinar: Insights2020 Readout | Driving Growth Through Customer CentricityLinkedIn
LinkedIn and Millward Brown Vermeer review Insights2020, a global initiative focused on uncovering the drivers of customer-centric growth and helping marketing and insights leaders
57% of marketers state measuring ROI as their top challenge. Tighter integration is becoming an investment priority because it creates a better consumer experience and leads to a higher ROI overall. Ciceron is a full service digital marketing agency that specializes in all things digital, including digital strategy, consumer insights and brand advocacy.
B2B Sales Enablement & The Customer JourneyMike Connor
Creating Insanely Great Customers: A Lean innovation strategy for engaging the planet's most strategic customers, the Insanely Great ones. | Get The Book | http://www.creatinginsanelygreat.com
Preso, video, workbook and infographic located here: | http://spicecatalyst.com/sales-enablement-of-the-customer-journey/ |
Accelerate and close more B2B deals. Align marketing and sales on the materials and customer insight needed. This hard-hitting presentation helps you facilitate a powerful planning dialog between the sales and marketing department that will focus time and money on high impact materials and information that simply sell more and more. You will come away with definitions and recommendations for each sales stage that will take your sales enablement program from good to Insanely Great.
| http://spicecatalyst.com |
Six Building Blocks Of Digital Transformation Powerpoint Presentation SlidesSlideTeam
Six Building Blocks of Digital Transformation PowerPoint Presentation Slides is an effective presentation to create new digital business capabilities. The digital transformation business model PowerPoint complete deck includes ready to use templates such as strategy and innovation, customer decision journey, process automation, operation and technology, data and analytics, etc. It has templates with professional background images and relevant content. This content ready presentation is fully editable. Modify content as per your need. The graphics used in this PPT allow you to clearly demonstrate each step of the digital transformation process. This set of PPT visuals will assist you in find, develop and acquire digital skills. Discuss the five stages of process automation. Enhance your knowledge with this well-researched deck and deliver your ideas in an effective way. Download the six strategies for delivering digital services Presentation design to impress your audience. https://bit.ly/3AwraVL
Today’s marketing leadership is being tasked with creating lasting relationships and loyalty among their customer base.
Yet so much of how we engage with customers and prospects is campaign driven, activating specific actions in a single moment in time.
As the development of a robust and connected customer experience strategy becomes the linchpin to CMO success, the question is now more important than ever: Can loyalty and advocacy be built…and how?
This presentation walks through some of the challenges and considerations CMO need to explore in order to reframe how their brands engages their customers like never before.
Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.
What can start-ups do to accelerate their DTC strategyAdrian M Odgers
This deck was presented as part of a Fireside chat session at ProVeg International's start-up Incubator, a leading accelerator for food startups.
It focuses on providing key ideas, strategies and tactics start-ups can use to inform and accelerate their DTC strategy (direct to consumer).
Mapping the value of your customers journeyEthology
The game has changed with customer engagement! Go beyond just "journey-mapping" and understand the micro-moments of your customer's entire process of interaction with your brand. There are right and wrong moments of content implementation that could be costing you profit!
Get more insights on the following:
- Customers are in the driver seat with engagement points more often than the brand
- User Experience (UX) can illuminate the customer journey and find more meaningful ways to connect with them
- True strategy and planning are a process that must be ongoing versus just a "start-point"
SPEAKER:
Anthony Quiroz, UX Design Strategist at Ethology
Modern Law Firm Success by John Hall, CEO, IntappIntapp
At Intapp Insights19 London, John Hall, Intapp CEO, shared his thoughts on how to drive modern law firm success in the client empowered era. John outlines the seven core dimensions of a law firm where modernisation plays an instrumental role. He also previewed the modernisation journey framework which firms can use to identify where they are currently and where they aspire to be.
The Customer Journey Funnel: The Key to Sustainable GrowthRocketSource
Creating a modern funnel to accommodate marketing and sales in today's market requires a strong understanding of the dynamics of customer behavior and the way processes should be structured to guide users down the path to purchase.
The terms "sales funnel" and "marketing funnel" don't quite fit the bill like they used to. Let's explore what a customer journey funnel is, and why it's so vital to organizations.
High Tech Digital Manufacturing - Harvey Sipel Harvey Sipel
The tenants, trends, key capabilities, business processes, journeys and personas required to transform to a digital high tech manufacturer by Harvey Sipel Global Director of Digital High Tech
Being a High Performing Sales Organization Requires a Hard Reset on Conventio...Dennis Stoutjesdijk
Regardless of what has worked in the past, the unintended consequences of both technology advancement and buyer behavior is wreaking havoc on sales organizations. Whether you have a small sales force or a highly complex go to market strategy, there is no avoiding the reality that how we sell has forever changed. Tiffani will challenge conventional thinking, pushing sales to a more customer driven mindset and away from an internal productivity and performance based management style and outline what she thinks the modern sales force will look like in the future.
Discover why UX & CX are evolving toward Human Experience (HX).
As consumers force brands to become more digital, there is a real need to be authentic, empathetic, and human.
Find out why human-centric thinking is so important and how, with the right approach, it can help build deeper and more meaningful relationships with customers.
Updated to reflect the COVID-19 crisis
Looking to boost traffic and take your online sales to the next level? You’ve come to the right place.
Find out how to build an effective digital marketing strategy, measure your ecommerce growth, and evaluate your performance in comparison to the competition in this ebook from Hallam Agency and SEMrush.
We have gathered and analyzed information from 8,000 ecommerce sites to present you with data-driven best practices, while Hallam SEO Agency has designed a set of easy-to-implement recommendations based on case studies of their most successful clients.
In this ebook, you'll discover:
=> User buying trends for 13 ecommerce industries
=> 5 ways to improve your ranking in mobile SERPs
=> 3 SERP features every ecommerce business should take advantage of
=> How ranking for featured snippets increased sessions by 285%
=> 10 best emotional triggers to increase sales and how to utilize them
=> 17 technical SEO considerations that increase site speed and enhance user experience
=> 6 hacks to successfully optimize your images for search and improve conversion rates
=> Effective link building strategies that have resulted in a 143% increase in traffic to the homepage and 10 keywords ranking in position 1 in SERPs
We hope that you find the data and the insights we’ve gleaned from this study helpful in developing and improving your digital marketing and site development strategies.
The Future of Canadian Retail - Combining Yesterday's Rules with Today's Tren...LoyaltyOne
Powerful Past - Combining Yesterday’s Rules With Today’s Trends for Retail Success
What adds value to the retail relationship? Answer this age-old question by viewing this presentation. LoyaltyOne recommends four key strategies that combine core retail principles with the trends that most influence change. Here is a chance to hear what Canadian consumers are thinking, and how data can seal the gap between good and great customer experiences.
You’ll learn:
• New ways in which consumers are shaping the options for how they purchase goods
• Survey results that highlight where and how consumers shop, and their attitudes about today's retail experience
• The technologies consumers would like to see enabled on the sales floor
• Four key strategies to deliver on consumers' expectations and deliver relevant value
Live Webinar: Insights2020 Readout | Driving Growth Through Customer CentricityLinkedIn
LinkedIn and Millward Brown Vermeer review Insights2020, a global initiative focused on uncovering the drivers of customer-centric growth and helping marketing and insights leaders
Product strategy in a customer centric company at LeanKitFlorent de Gantes
Product strategy in a customer centric company - how LeanKit thinks about Lean, how we organize to deliver on our product strategy, and where Google can improve. Delivered at Scrum User Group, in Atlanta.
Insights2020: Driving Growth through Customer-CentricityLinkedIn Hong Kong
Learn more about Insights2020, a global initiative by Millward Brown Vermeer, focused on uncovering the drivers of customer-centric growth and helping marketing leaders:
- Define the role of insights & analytics in driving business strategy and growth
- Build and organize the function for success
- Emulate the leadership competencies and behaviours of over-performing organizations
This is a Futurelab Action Guide I wrote up on the topic of customer centricity.
Before you criticise the small fonts: it's designed for use on a small/computer screen only :-)
Why You Need to Speak the Language of Marketing PerformanceOrigami Logic
In this presentation we define key terms like “data”, “measure”, “metric,” and “KPI”, and explain why best-in-class marketers are better at knowing what metrics matter.
B2B Health Check: 5 Steps to eCommerce Fitness [WEBINAR]Four51, Inc.
Webinar Slides from 2/4/16 webinar
73% of B2B buyers now research at least half of their purchases online. Increasingly, they buy online as well. But too many of the websites of manufacturers, wholesalers and distributors aren’t in shape to make the most of this big opportunity to grow sales.
Today, agility, speed and rich features are what distinguish successful B2B e-commerce sites and empower them to deliver an online experience that mirrors what B2B buyers have come to expect from shopping retail websites.
From data management to streamlining key processes to mobile's role, this webinar will cover the tactics and technology online B2B sellers must prioritize to become best-in-class, driving sales and profits.
Hear from Aberdeen Group's Omer Minkara, Newegg's Ross Higgins, Four51's Chip House and Internet Retailer's Don Davis as we explore exactly what must be done to ensure your site is ready for 2016 and beyond.
Questions? Email marketing@four51.com
The Insights 2020 research presented here shows how companies can align insights and analytics strategy, structure and capability to drive business growth.
Modern Marketing: The Case of Microsoft USMicrosoft
What are the challenges facing CMO's today? Explore the opportunities in modern marketing, and get a close up view of how Microsoft US is embracing digital transformation.
7 Steps to Becoming a Performance-Driven Content MarketerPR 20/20
(#CMWorld 14 presentation) We have entered the age of content, context, and the customer experience. Audiences crave knowledge, answers, and entertainment, while marketers strive to provide remarkable brand experiences that capture the hearts and minds of their prospects and customers. Leading brands have become storytellers, but content creation and distribution is not enough. Marketers must go beyond brand storytelling to deliver personalized, highly relevant communications across all channels, and connect their actions to marketing goals including subscribers, reach, website visitors, leads, sales and customer retention.
TAKE-AWAYS:
* Learn how gaps in talent, technology and strategy are impacting content marketers’ ability to maximize ROI.
* Build integrated content marketing campaigns that take a scientific approach to success.
* Discover tools and techniques to connect content marketing activities to bottom-line business results.
Harness the Power of Your Digital Marketing Tool BoxPerficient, Inc.
Core to any digital transformation effort are the tools used to create, manage, and deliver a digital experience. This foundation helps you create great experiences that stand out from your competition, gain brand recognition, and improve interactions with customers.
Our experts demonstrated how web content management tools are being used to deliver amazing digital experiences across web, mobile, commerce and social that support your overall digital transformation strategy.
Discover how best-in-class companies are harnessing the power of these tools and learn:
-Key components in a digital transformation toolbox from web content management, user analytics and personalized content, to marketing tools and social interactions
-How this tool box helps to attract, engage, and enable customer feedback
-How web content management tools support your digital transformation efforts through content marketing and publishing, content tagging, search engine optimization, and more
-Ways that companies are integrating these transformative tools to provide a wealth of information so you can continually improve the digital experience
Atomic 212 & Google Analytics 360 Event - The Value in DataTom Sheppard
This presentation shows you the value of connecting all the marketing dots through using a single ad tech solution, such as Analytics 360 (formerly Google Analytics Premium). Not only is is about having the right tech solution in place it is about having the right culture and mindset. This presentation was presented at Google's HQ in Sydney in April 2016.
The change in the buyer’s journey has dramatically shifted the way marketers work. With marketers taking increasing ownership over pipeline, there is unprecedented pressure for marketers to target more effectively and to create more meaningful campaign touches.
But how do you know who to target and what kind of interaction is most meaningful for them? Most importantly, how can you maximize the impact of each interaction? With data. Join EverString and Lionbridge for a live discussion on how to uncover hidden pipeline by leveraging data and predictive modeling.
As brands revive experiences and face financial constraints they couldn’t have seen coming, they are facing renewed scrutiny of experiential marketing budgets. Just how effective are experiences at building brand loyalty and changing brand perception?
Watch AnyRoad presenters Lauren Snyder and Tasha Campbell, with special guests from Sierra Nevada Brewing Company and Bardstown Bourbon Company, to learn about the universal metric that measures the impact of experiences: Brand Conversion.
How Customer Experience Drives Digital TransformationPerficient, Inc.
Today, you have the ability to connect customer insights with digital technologies to transform the customer experience and deliver significant business value.
The best customer experience is one that occurs across the entire lifecycle — from unknown prospects to existing and highly profitable customers.
Customer experience spans all channels from mobile to social to in-store promotions, and when executed effectively unifies a brand’s touch points into a cohesive, differentiated experience.
Our second session in Perficient’s Digital Transformation webinar series covered:
-What customer experience is, and why it drives digital transformation
-How to plan for customer experience within the context of your digital transformation initiatives
-Highlights and case examples from industry leaders in customer experience
-How to define maturity levels to help you assess your organization's customer experience – strengths, gaps and outline next steps
Advertising Week Europe 2016: Robert Jan d'Hond, Senior Partner and Head of Europe, Millward Brown Vermeer & Christina Jenkins, Global Director, LinkedIn present Insights 2020 research at the LinkedIn B2B Forum 2016.
Advertising Week Europe 2016: Robert Jan d'Hond, Senior Partner and Head of Europe, Millward Brown Vermeer & Christina Jenkins, Global Director, LinkedIn present Insights 2020 research at the LinkedIn B2B Forum 2016.
Insights2020 – Driving Customer-Centric Growth, is a global marketing leadership initiative focused on aligning insights and analytics strategy, structure and capability to drive business growth.
Visit insights2020.org to learn more!
Insights2020: Driving Customer-Centric Business Growth Kantar
Based on more than 325 in-depth interviews with senior marketing and insights leaders and 10,000+ interviews with practitioners across 60 markets, the Insights2020 initiative examines the drivers of customer-centricity and how being a customer-focused company impacts business performance.
With a robust and global sample, we are able to quantify the financial opportunity for any business and guide organizations on their journeys to customer-centricity. The connection is clear and it is time to elevate insights and analytics to the boardroom.
Similar to Driving Growth Through Customer Centricity (20)
Our product experts will cover the latest quarterly products updates to help you access your product performance data, reach candidates even earlier in their job search, and much more.
Our product experts will cover the latest quarterly products updates to help you access your product performance data, reach candidates even earlier in their job search, and much more.
Product deep dive with LinkedIn's lead gen forms and matched audiences. Presented by Sudeep Cherian, Director of Product Marketing, LinkedIn Marketing Solutions.
Q1 2017 Product Updates Webcast: Find talent and candidates open to new oppor...LinkedIn
Welcome to our Q1 2017 Quarterly Product Release webcast. A new, consolidated approach to how we inform customers of new features and enhancements
All product updates will be available in our Product Updates Hub: https://lnkd.in/productupdates
To increase your reach into and success engaging qualified candidates, LinkedIn Talent Solutions recently announced 3 new product updates: Open Candidates, Apply Starters, and Contractor Targeting.
This webcast takes a deep-dive into these features — along with other recent product enhancements, empowering users to start benefiting from them right away.
Customer Webcast: Measuring employer brand success with the new LinkedIn Care...LinkedIn
With the new LinkedIn Career Pages, it's now easier than ever to measure your employer brand performance. This webcast session covered how the new LinkedIn Career Pages will optimise results and, more importantly, help you measure success to ensure further employer brand investment.
You’ll learn:
- What's new? The power of the enhanced Analytics section and the most relevant metrics you should be keeping track of
- How will the business benefit? How these analytics can be applied to justify further investment, adjust your talent brand approach or extend reach through employee engagement
- Who's already seeing results? Explore examples and hear about other customers’ return on investment (ROI) from their new Career Pages
The New Role of Executives in the Financial Services IndustryLinkedIn
LinkedIn and Hootsuite partnered to develop new research on how technology and social media is transforming the financial services industry.
With trust suffering post GFC, technological disruption has shifted Australian preferences and demand for financial products and services. Customer relationships have become increasingly digital and financial services executives must adapt to compete in the face of digital disruption.
At this exclusive executive event, we shared key insights from the research paper. Including the future role of the executive within the Australian financial services industry.
Through keynotes and panel discussions attendees learnt about:
Digital disruption across FSI in Australia
-The impact of technology on customer expectations
-Social media as a tool to capitalise on disruption
-The role of leaders and executives within FSI
Hear about the latest LinkedIn research to understand the profile of the modern traveler, know where they are and how to engage them at the right time.
Employee to Advocate: Amplify your talent brand through employee engagement LinkedIn
On average, a company’s employees have 10 times as many connections as a company has followers! So what better way to amplify your talent brand message than through your own employees?
Building an engaged employee base helps you retain the great talent you already have and attract new, qualified people to come work for your organization. But how exactly do you do that?
Hear Talent Brand Consultants Natasha Stoeckel & Inez Chan who will teach you how to turn your employees into advocates for your talent brand. You will learn:
- How to promote your brand internally
- How to boost your referrals & social media advocacy
- How to facilitate employee created content, and more.
Employer Branding - get ahead of the curve 2017LinkedIn
Now, more than ever, your employment brand needs to be working hard to attract and retain top talent.
Join us for a 45-minute webcast to uncover where HR & Talent Acquisition leaders should focus in the year ahead to be competitive.
Jessica Tucci, National Employer Brand Leader at PWC and Kit Foong, Regional Business Development Director - APAC at Universum will talk about:
How you can define key audiences and develop a targeted talent attraction strategy
How to define a content strategy to engage effectively online
How you can use your Employer Brand to differentiate yourself from your competition
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
[Google March 2024 Update] How To Thrive: Content, Link Building & SEOSearch Engine Journal
March 2024 disrupted the SEO industry. Websites were deindexed, and manual penalties were delivered—all to produce more helpful, more trustworthy search results.
How did your website fare?
Watch us as we delve into the seismic shifts brought about by Google's March 2024 updates and explore strategies to not just survive, but thrive in this dynamic digital landscape.
You’ll learn:
- How to create content that is valuable to users (not just search engines) using E-E-A-T.
- How to build links that can boost rankings and withstand algorithm updates.
- Best practices for content creation and link building so you can thrive during algorithm updates.
With Vince Ramos, we'll examine the implications of the latest algorithm changes on content creation, link building, and SEO practices, and offer actionable insights from businesses like yours that have remained steadfast amidst the volatility.
Using real-life case studies, we’ll also show you the effectiveness of manual link building techniques and person-first content strategies.
Whether you're a seasoned SEO professional, a budding content creator, or anyone in between, this webinar will help you weather the changes in Google's algorithms and capitalize on them for sustained success.
Check out this webinar and unlock the secrets to thriving in the new Google era.
Checkout Abandonment - CRO School by Mailmodosaba771143
Fear of abandonment’ means a whole different thing in eCommerce.
Because the loss is tangible. And felt right in your pocket.
But that also means there are real things you could fix.
One of the final stages of shopping abandonment occurs is the checkout page.
Which means it impacts your bottom line directly.
So here’s a rundown of:
→ Reasons shoppers abandon the checkout process
→ How other brands cope with these issues
→ Actionables to fix your checkout flow
Do it right, and you’ll feel the change in your revenue.
This is a part of our CRO School series - to help you fix the revenue leaks in your eCommerce store.
Sign up for CRO School and get these insights right in your inbox
(Visit the link to enroll ->https://www.mailmodo.com/cro-school/?utm_source=cro-school&utm_medium=slideshare )
#ecommerce
#cro
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Short video marketing has sweeped the nation and is the fastest way to build an online brand on social media in 2024. In this session you will learn:- What is short video marketing- Which platforms work best for your business- Content strategies that are on brand for your business- How to sell organically without paying for ads.
What’s “In” and “Out” for ABM in 2024: Plays That Help You Grow and Ones to L...Demandbase
Delve into essential ABM ‘plays' that propel success while identifying and leaving behind tactics that no longer yield results. Led by ABM Experts, Jon Barcellos, Head of Solutions at Postal and Tom Keefe, Principal GTM Expert at Demandbase.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
Enhancing a Luxury Furniture E-commerce Store with Expert Shopify ManagementSunTec India
SunTec India's expertise in Shopify store management has been a game-changer for a luxury furniture e-commerce business. Through meticulous optimization of product listings, strategic SEO practices, and an enhanced user experience, this case study details the successful outcomes of their collaboration, including increased traffic, higher conversion rates, and stronger brand presence.
Read more- https://shorturl.at/yl3MU
Google Ads Vs Social Media Ads-A comparative analysisakashrawdot
Explore the differences, advantages, and strategies of using Google Ads vs Social Media Ads for online advertising. This presentation will provide insights into how each platform operates, their unique features, and how they can be leveraged to achieve marketing goals.
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
Gokila digital marketing| consultant| Coimbatoredmgokila
Myself Gokila digital marketing consultant located in Coimbatore other various types of digital marketing services such as SEM
SEO SMO SMM CAMPAIGNS content writing web design for all your business needs with affordable cost
Digital Marketing Services | Techvolt Software :
Digital Marketing is a latest method of Marketing techniques widely used across the Globe. Digital Marketing is an online marketing technique and methods used for all products and services through Search Engine and Social media advertisements. Previously the marketing techniques were used without using the internet via direct and indirect marketing strategies such as advertising through Telemarketing,Newspapers,Televisions,Posters etc.
List of Services offered in Digital Marketing |Techvolt Software :
Techvolt Software offers best Digital Marketing services for promoting your products and services through online platform on the below methods of Digital marketing
1. Search Engine Optimization (SEO)
2. Search Engine Marketing (SEM)
3. Social Media Optimization (SMO)
4. Social Media Marketing (SMM)
5. Campaigns
Importance | Need of Digital Marketing (Online Promotions) :
1. Quick Promotions through Online
2. Generation of More leads and Business Enquiries via Search Engine and Social Media Platform
3. Latest Technology development vs Business promotions
4. Creation of Social Branding
5. Promotion with less investment
Benefits Digital Marketing Services at Techvolt software :
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2. Free Content writing
3. Free Dynamic Website design*
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6. Online Maintenance Support
Free Website + Digital Marketing Services
Techvolt Software offers Free website design for all customer and clients who is availing the digital marketing services for a minimum period of 6 months.
With Regards
Gokila digital marketer
Coimbatore
Search Engine Optimization Strategies for Local Businesses.pdfseodigitalbraino
Maximize your online presence and drive growth with Digital Braino, your go-to for digital marketing services in Indore. Our expert team specializes in a wide range of services including SEO, social media marketing, content creation, and online advertising. With our innovative strategies and client-focused approach, we help businesses enhance their online presence and achieve their marketing objectives. Let Digital Braino propel your business to new heights.
The Forgotten Secret Weapon of Digital Marketing: Email
Digital marketing is a rapidly changing, ever evolving industry--Influencers, Threads, X, AI, etc. But one of the most effective digital marketing tools is also one of the oldest: Email. Find out from two Houston-based digital experts how to maximize your results from email.
Key Takeaways:
Email has the best ROI of any digital tactic
It can be used at any stage of the customer journey
It is increasingly important as the cookie-less future gets closer and closer
4. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Strategy - Segmentation
5. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Strategy - Purposeful Positioning
6. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Structure- Marketing Organization
7. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Capability – Masters of Marketing in a Digital Age
8. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Valuation – Brand & Marketing Mix Valuation
9. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Welcome to the connected society
212 Billion
Sensor enabled
devices
2008 2015 2020
7
Billion
25
Billion
50
Billion
Connected devices
!
Connected
Society
Data People
Process Devices
10. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Traditional value drivers no longer provide
competitive advantage
1900 -
1960
1960 -
1990
1990 -
2010
2010 -
PRESENT
Age of
Manufacturing
Age of
Distribution
Age of
Information
Technology
Age of the
Connected
Customer
11. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Everybody talks about Customer Centricity
12. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
HOW
to achieve
Customer
Centricity?
WHAT
are the drivers
of Customer
Centricity?
Insights2020 Focus
13. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
The Insights2020 Coalition
Founding Partners Advisory Board
Keith Weed
Unilever
Sir Martin Sorrell
WPP
Diego Scotti
Verizon
Tony Fagan
Google
14. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
60 Markets
337 Vision Interviews
10,495 Survey Respondents
• LinkedIn Behavioral Analysis
• Wharton Crowd Sourcing
• 8 Global research teams
• Cross-industry, Cross-function
Largest and most global I&A study ever conducted
15. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Overperformers vs Underperformers
16. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Key dimensions of Customer-Centric growth
CUSTOMER
CENTRIC
GROWTH
TOTAL
EXPERIENCE
INSIGHTS
ENGINE
CUSTOMER
OBSESSION
17. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Key dimensions of Customer-Centric growth
1. Purpose-led
2. Data-driven customization
3. Touch point consistencyCUSTOMER
CENTRIC
GROWTH
TOTAL
EXPERIENCE
INSIGHTS
ENGINE
CUSTOMER
OBSESSION
18. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Link everything to a
clear brand purpose
Driver 1. Purpose-led
80%
32%
19. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Creating experiences based
on data driven insights
Driver 2. Data-driven customization
32%
73%
31%
20. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
I&A to drive consistency
across all touch points
Driver 3. Touch point consistency
32%
64%
29%
21. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Key dimensions of Customer-Centric growth
4. Embraced by all
5. Leadership priority
6. Collaboration
7. Experimentation
CUSTOMER
CENTRIC
GROWTH
TOTAL
EXPERIENCE
INSIGHTS
ENGINE
CUSTOMER
OBSESSION
22. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Customer Centricity
is fully embraced by
all functions
Driver 4. Embraced by all
79%
13%
23. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Customer Centricity
is a top priority for
leaders
Driver 5. Leadership priority
91%
48%
Incentives are
based on customer
related KPIs
45%
24%
24. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Work closely with
customers
Driver 6. Collaboration
72%
45%
25. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Embracing risk and
experimentation
Driver 7. Experimentation
40%
13%
26. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Key dimensions of Customer-Centric growth
8. Leading role of I&A
9. Unlocking the power of data
10. Critical capabilitiesCUSTOMER
CENTRIC
GROWTH
TOTAL
EXPERIENCE
INSIGHTS
ENGINE
CUSTOMER
OBSESSION
27. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
I&A leading the
business
Driver 8. Leading role of I&A
51%
18%
I&A reports into
the CEO
29%
12%
28. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Linking different data
sources to distil
insights
Driver 9. Unlocking the Power of Data
67%
34%
THE ECONOMIC GRAPH
29. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Business Sense
Driver 10. Critical capabilities
75%
50%
‘Wholebrain’
thinking
71%
42%
Storytelling
61%
37%
30. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
NOW what?
Focus on products
and services
Focus on Total
Experience
31. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
NOW what?
Focus on detail
of data
Focus on actionability
of data
32. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
NOW what?
Deliver to customers Co-create and innovate
with customers
33. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
45%
53%
61%
+8%
+2%
+3%
Supporting scorecard – Illustrative Numbers
• Leading role of I&A
• Unlocking the power of data
• Critical Capabilities
Insights Engine
Revenue Growth
Potential
+2.8%
73%
49%
53%
+2%
+5%
+3%
+9%
-6%
-2%
-9%
-6%
-2%
SCORE
GAP vs
BENCHMARK AMBITION
GAP vs
BENCHMARK AMBITION
+3%
-7%
SCORE
GAP vs
BENCHMARK AMBITION
+5%
63%
75%
61%
34%
+5%
+3%
+4%
+6%-2%
• Embraced by all
• Leadership priority
• Collaboration
• Experimentation
Customer Obsession
Total Experience
• Purpose-led
• Data-driven customization
• Touch point consistency
SCORE
34. 76%
Lorum ipsum dolor
THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Mission:
Connect the world’s professionals to
make them more productive and successful
#1 Value:
Our Members Come First
35. 76%
Lorum ipsum dolor
THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
LinkedIn is Uniquely
Positioned To Help Drive
Customer-Centric Growth
36. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Growth requires personalized experience at scale
ORGANIC / SPONSORED
CONTENT
The most effective platform for
marketers to engage with
professionals
Content Marketing
SALES NAVIGATOR
Empower your sales teams
with social intelligence and content
to share
Social Selling
37. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Growth requires alignment on brand purpose
PUBLISHING PLATFORM
Empower your leaders to
communicate directly with
key stakeholders, employees,
and prospective talent
Thought Leadership
ELEVATE
Leverage your employees’ collective
influence
to share content
that is “on brand”
Employee Activation
38. THE CONVERGENCE OF SALES & MARKETING #ConnectIn16
Overperformers leverage the multiplication effect to drive growth
More likely to be
over-performers
LI Sales Navigator
(Social Selling)
LI Marketing Solutions
(Brand Activation)
8X
More likely to
be over-
performer
3x
Leveraging LinkedIn for
Marketing OR Sales
Leveraging LinkedIn for
Marketing AND Sales
Editor's Notes
…and a strong and broad coalition of founding partners
ESOMAR – the overarching industry association for market research
ARF (Advertising Research Foundation) – a large advertising industry association in the US.
Korn Ferry - a world-wide executive recruitment, leadership and talent consulting service
LinkedIn – the world’s largest professional social network
Kantar - home to the world's leading research, data and insight companies
Millward Brown Vermeer – global marketing strategy consultancy firm
…and a strong and broad coalition of founding partners
ESOMAR – the overarching industry association for market research
ARF (Advertising Research Foundation) – a large advertising industry association in the US.
Korn Ferry - a world-wide executive recruitment, leadership and talent consulting service
LinkedIn – the world’s largest professional social network
Kantar - home to the world's leading research, data and insight companies
Millward Brown Vermeer – global marketing strategy consultancy firm
…and a strong and broad coalition of founding partners
ESOMAR – the overarching industry association for market research
ARF (Advertising Research Foundation) – a large advertising industry association in the US.
Korn Ferry - a world-wide executive recruitment, leadership and talent consulting service
LinkedIn – the world’s largest professional social network
Kantar - home to the world's leading research, data and insight companies
Millward Brown Vermeer – global marketing strategy consultancy firm
…and a strong and broad coalition of founding partners
ESOMAR – the overarching industry association for market research
ARF (Advertising Research Foundation) – a large advertising industry association in the US.
Korn Ferry - a world-wide executive recruitment, leadership and talent consulting service
LinkedIn – the world’s largest professional social network
Kantar - home to the world's leading research, data and insight companies
Millward Brown Vermeer – global marketing strategy consultancy firm
…and a strong and broad coalition of founding partners
ESOMAR – the overarching industry association for market research
ARF (Advertising Research Foundation) – a large advertising industry association in the US.
Korn Ferry - a world-wide executive recruitment, leadership and talent consulting service
LinkedIn – the world’s largest professional social network
Kantar - home to the world's leading research, data and insight companies
Millward Brown Vermeer – global marketing strategy consultancy firm
…and a strong and broad coalition of founding partners
ESOMAR – the overarching industry association for market research
ARF (Advertising Research Foundation) – a large advertising industry association in the US.
Korn Ferry - a world-wide executive recruitment, leadership and talent consulting service
LinkedIn – the world’s largest professional social network
Kantar - home to the world's leading research, data and insight companies
Millward Brown Vermeer – global marketing strategy consultancy firm
As the introduction film just showed: We live in a connected society – by 2020 there will be an estimated 50 billion connected devices in the world – that is an average of 7 per person! Also an estimated 212 billion sensor-enabled devices. Just think about that number for a second. All the data-points we can leverage for insights!
It’s hard to imagine the possibilities for the ocean of behavioral data these devices will provide; but this does mean we will (finally) have the data available to figure out much better what customers want, it will allow us to better understand our customers and become much more Customer Centric.
But not only we now CAN be more customer centric, we also MUST become more customer centric, because traditional business value drivers don’t cut it anymore. Anyone can produce quality products, manufacturing doesn’t provide a (sustainable) competitive advantage anymore (Ford, Sony). And with the rise of connected devices, transparency of the digital world and commoditization of information and data, the real (future) source of competitive lies in truly understanding the needs of customers and serving them in a fast, transparent and credible way (Amazon). And in being truly customer centric.
And yes, everybody has been talking about it for decades, and it is getting even more attention recently in publications.
And more specifically, these are the two questions Insights2020 will answer:
WHAT are the drivers of Customer Centricity? And HOW to achieve Customer Centricity?
…and a strong and broad coalition of founding partners
ESOMAR – the overarching industry association for market research
ARF (Advertising Research Foundation) – a large advertising industry association in the US.
Korn Ferry - a world-wide executive recruitment, leadership and talent consulting service
LinkedIn – the world’s largest professional social network
Kantar - home to the world's leading research, data and insight companies
Millward Brown Vermeer – global marketing strategy consultancy firm
Insights2020 is a combination of qualitative (331 vision interviews) and quantitative surveys. As well as distilling learning from behavioral data, for which we were able to use the LinkedIn database, and crowdsourcing which we did in collaboration with an expert pool from Whar6ton University. And of course we did quite a lot of desk research to make sure that we are building on all the knowledge and learning that was already available.
Throughout our analysis, we looked at what overperforming and what underperforming companies do. We compare the scores of companies that grow faster and outperform their competitors in terms of business growth, to those companies that lag behind in terms of growth; the underperformers
So, ‘What ARE the drivers of Customer Centricity?
Well, our study uncovered 10 key drivers of Customer Centricity, clustered in 3 dimensions. We have used the 66 variables in the I2020 data to identify which drivers contribute most to Business Growth; Customer-centric business growth. By doing this, we can quantify the impact of drivers. Three distinct dimensions came out, each with consisting of specific drivers.
First of all, an external dimension: delivering a Total Experience to Customers. 3x more (85% vs 29%)
The second is the internal, the organizational dimension: Customer Obsession. 4x more (87% vs 22%)
The third dimension is about the Strategic Leverage of Insights and Analytics, and the Insights Engine. 4x more (51% vs 12%)
We will now zoom in on each of the 3 dimensions to understand in more detail WHAT to do and HOW to achieve this, step by step. We will illustrate each element with a case study example to bring it to life.
Let’s look at WHAT overperformers do to create Total Experience and HOW they achieve it, step by step.
Purpose-led
Data-driven customization
Touch point consistency.
Overperformers link everything they do to a clear brand purpose, very significantly more so than underperformers: 80% vs 32%.
Brand Purpose serves as a North Star, guiding all decision. Brand Purpose gives crystal clear direction on what you stand for towards customers, consumers, employees and other stakeholders.
Our brand positioning / purpose is based on customer needs (91% vs 56%)
The 2nd driver in creating a total experience for the customer is data-driven customization. Insights 2020 found that overperformers are much more likely to create experiences based on data-driven insights (73% vs 31%).
Overperformers also use Insights & Analytics to build personalized offerings compared to underperformers. (64% vs 28%)
Overperformers use I&A to drive consistency across all touch points (64% vs 29%). With the number of channels and touch points exploding, the need to create consistency for customers is all the more important.
Let’s move on the more internal focused dimension of Customer Centric Growth. WHAT to do and HOW to achieve this:
Embraced by all
Leadership priority
Collaboration
Experimentation
It starts with everyone focusing on the customer at all levels and across all functions and even through external partners. At overperforming organizations, Customer Centricity is fully embraced by all functions. This is the driver that contributes to customer centricity, more than any other one, sets winners apart from losers: 79% vs 13%.
At overperformers, Customer Centricity is top priority for leaders (91% vs 48%)
These organization have their leaders truly leading customer centricity from the front. They don’t just talk the talk of CC, they also walk the talk by basing incentives on Customer-related KPIs (45% vs 24%)
Interestingly, leaders of CC companies are often more likely to engage with and share content on social platforms like LinkedIn. They are reading and sharing content that is focused on their customer, leading from the top.
Sir Richard Branson is an influencer on LinkedIn and uses social media to engage directly with Virgin customers, combining a customer-centric approach with a strong brand purpose. Branson was the first influencer to reach over 1 million followers on LinkedIn and continues to highlight entrepreneurial tips and focus on leadership, management and the customer.
Overperformers work more closely with customers (72% vs 45%).
High customer-centric companies describe their companies as highly collaborative (52% vs 5%)
We also found that employees of truly CC companies are also more connected on the LinkedIn platform.
23% more connections
25% more connections outside their own company
20% more connections in their own function
23% more connections outside of their own function
Overperformers embrace risk and experimentation (40% vs 13%). This driver of a Customer Obsessive culture goes further than just managing risks, but embraces risk-taking and a test-and-learn mentality.
At LinkedIn, 2 of our values speak to this idea: “taking intelligent risks” and “acting like an owner.”
Let’s move to the last dimension of Customer Centric Growth: the Insights Engine. Again, we will talk about WHAT to do and HOW to achieve this:
- Leading role of I&A
- Unlocking the power of data
- Critical capabilities
I&A helps to lead the business significantly more often at overperformers (51% vs 18%). In this context we talk about the concept of I&A, not necessarily the I&A function. I&A leading the business means I&A are infused in all business decisions, and the I&A function has matured into a true business partner with a seat at the (board) table.
For example at overperformers I&A reports more often into the CEO (29% vs 12%), giving I&A a seat at the board table and the ability to be part of decision making.
Also Underperformers often have separate ‘Insights’ and ‘Analytics’ teams, within different departments. Also, I&A reports into Marketing more often, making I&A more of a ‘marketing services’ team.
It is critical to organize for a Single Version of the Truth in your company. This does not mean that The Insights folk have all the databases centralized, but that there is a clear Insights Guardian role. Because the risk with all these data in the hands of so many people and functions is clearly that the data can start to live a life on their own and the wrong conclusions are drawn.
Let’s look at some obvious and not-so-obvious examples of companies where I&A is leading the business. Leading can be explained in different ways.
At Unilever, no major decisions are taken without Stan (Global CMI) is either pulled into the room or consulted. CMI does not have an actual seat at the board table (reporting into the CMO), but is treated as of it it does. On regional and local level CMI does not report into Marketing, but into the GM to act as a true business partner. Unilever CMI mission is ‘inspire and provoke to enable transformational action’
At overperformers, the I&A function reports into the CEO (29% vs 12%). Although relatively low absolute number of companies where this is the case, we do see a clear trend that this is changing.
Overperformers are linking different data sources to distil insights, in twice as many of the cases as their underperforming peers (67% vs 34%)
Overperformers are thinking about how to use and leverage data from various data sets in a holistic way. An example of unlocking the power of data stems from LinkedIn’s mission to help professionals be more productive and successful by building the economic graph, a digital map the global economy to connect talent with opportunity at massive scale on behalf of our members.
Three interesting data points: I&A within overperformers have a strong sense of the business (75% vs 50%) are Coming up with more creative solutions (Wholebrain) (69% vs 42%), apply Storytelling (60% vs 36%) to maximize their impact
Each of you will be at different stages in your journey. And you will all define your own CC ambition, but before we go there are three things you could take out action immediately.
The customer is not static and your proposition will always be a part of a bigger experience. Winners look at the Customer through the lens of the Total Customer Experience Journey. It is not about your product or service but about the difference, be it big or small, that you make in the day or the life of your customer. Never forget that
Secondly: forget about 100% detail and correctness of the data, but focus on accessibility and increase actionability. Many companies hire high-paid data scientists that spend their time and energy creating the perfect data-set, cleaning and managing all day. That is a waste.
And don’t just validate what you deliver to your customers, but reach out and find ways to co-create and innovate with customers. Find new platforms where you can interact and rapidly deliver new solutions and enhance the customer experience.
More important than anything else: Go out and be with Customers. Talk to customers, walk with them eat and drink with them. If need be: sleep with them. And have fun while doing it. That will be contagious!
The exciting part of having such a robust global cross-industry study, is that we are now also able to quantify the improvement potential for any organization that participated in our study.
We are able to assess a company on each of the 10 drivers in our framework on their current performance. We benchmark it across the total population and the over-performers to see where they stand.
We can then define the ambition on each lever – given their customer centricity ambition and strategy, and link the improvement potential of becoming more customer centric to revenue growth and thus concrete $$ monetary impact.
This is an illustrative case, but in this example, you see the company at hand has some higher and some lower scores vs the study. Based on the ambition presented there is an improvement potential leading to an equivalent of 2.8% in revenue growth.
I am convinced this will trigger some interest at board level, if they aren’t already driving customer centricity!
I’d like to talk about how this links to our products and services and why is I2020 a substantial part of our narrative…We joined because at our core, we strive to be a customer centric company….
And not only are we customer centric as a company, but as we strive to be customer-centric with our values it leads directly into our products and services. LinkedIn is truly uniquely positioned to help drive customer centricity and business growth for the world’s organizations. And I’ll tell you a bit more about how we do that.
Overperformers:
Create experiences based on data driven insights
Continue to track and evolve these experiences by distilling data properly
Use data and insights to make these experiences consistent across the customer journey.
At LinkedIn, we live and breathe the personalized experience from a marketing side with our Content Marketing solutions.
Through sponsored and organic content, LinkedIn is the most effective platform for marketers to engage with professionals.
It allows you leverage data and insights to identify the right audiences, create unique and credible experiences at scale (building relationships), and do it in a consistent way across the customer journey
Not only that, but our Sales Navigator solutions allows sales people to go even deeper to build the right relationships, with the right sales targets, in the right context. It allows sales people to create and deepen 1:1 relationships with the customer, driving a customer centric approach.
We found through I2020 that over-performers were much more likely to leverage social selling than underperformers – selling through their network that allows them to have warm introductions rather than cold calls.
LinkedIn for selling: CC companies 32% vs 12% (I2020 research fielded by LNKD)
The next theme of I2020 is addressing how companies align their purpose internally and externally.
Over-performers do this by
Linking everything they do to a clear brand purpose
Ensure that they’re doing so from the top-down,
Customer Centricity is fully embraced by all functions.
And the main way they achieve this is through clear and consistent communication internally and externally.
The last thing we touch on is the success that companies that are bringing data and insights into everything they do are seeing…
We found through I2020 that over-performers are much more likely to leverage LinkedIn for marketing and sales. When using LinkedIn for sales OR marketing, companies are 3X more likely to be over-performers. However, when companies leverage both sales and marketing on LinkedIn they see a 2.5x increase in their likelihood of being an over-performer.
So as you can see, at LinkedIn we strive to be a customer-centric company, and those values drive our products and services. And what we would love is the opportunity to help organizations like yours become more customer-centric through aligned marketing and sales.