Rajesh Rao discusses how businesses need to engage customers across multiple online and offline channels. Managing the customer experience across channels is complex, as customer data is spread across different entities and channels. Rao argues that businesses need to develop an integrated multi-channel strategy to optimize customer engagement and personalize the customer experience at every touchpoint. He also emphasizes the importance of understanding social media platforms, influencer relationships, and harnessing analytics to gain customer insights.
Customers Are Channel Neutral: The truth about multi-channel marketingDavid Harkins
Originally written in 2003 as a prediction for what would come to be known as "Omni-Channel marketing."
______
From 2003:
The term "multi-channel marketing" refers to the process of building a customer relationship across two or more marketing or sales channels.The channels are those that are interactive,such as face-to-face,telephone,email,Internet,or perhaps direct mail.These channels provide an organization the opportunity to develop and maintain the brand promise as the customer engages the organization at each point of contact.
Beyond Omnichannel: Determining the Right Channel MixCognizant
Many companies believe that simply adding more customer channels or reducing the time it takes to handle customer queries will boost customer satisfaction and enhance the customer experience. Yet the proliferation of digital technologies and touchpoints have made it more difficult to track customer preferences and purchasing traits. By identifying customers’ preferred contact channels, companies can more effectively engage, serve, and retain them while driving profitable growth.
Winterberry: Customer Experience Marketing: Realizing the Promise of Dynamic ...John Zell
It has been a subject of intense study—and even more intense commentary— for as long as marketers have been battling for the affections of consumers. When the topic turns to “customer experience,” everyone has an opinion ...
Multichannel Marketing: The Key to Expanding RevenueInvoca
Multichannel marketing is now. You may be an offline expert, but mobile and online are dominant mainstream media. Not advertising in these channels? Then you’re leaving money on the table. Today’s DR connects offline, online and mobile, ensuring the customer experience is seamlessly optimized and fully tracked across all three. Leading call marketing technology captures and converts more high-value customers across all mediums, is highly accessible, and easy to set-up. During this one-hour session, our industry experts will: 1) Explain how today’s DR needs multichannel marketing; 2) Provide examples of successful implementation; and 3) Teach how to launch complementary offline, online and mobile campaigns.
Customers Are Channel Neutral: The truth about multi-channel marketingDavid Harkins
Originally written in 2003 as a prediction for what would come to be known as "Omni-Channel marketing."
______
From 2003:
The term "multi-channel marketing" refers to the process of building a customer relationship across two or more marketing or sales channels.The channels are those that are interactive,such as face-to-face,telephone,email,Internet,or perhaps direct mail.These channels provide an organization the opportunity to develop and maintain the brand promise as the customer engages the organization at each point of contact.
Beyond Omnichannel: Determining the Right Channel MixCognizant
Many companies believe that simply adding more customer channels or reducing the time it takes to handle customer queries will boost customer satisfaction and enhance the customer experience. Yet the proliferation of digital technologies and touchpoints have made it more difficult to track customer preferences and purchasing traits. By identifying customers’ preferred contact channels, companies can more effectively engage, serve, and retain them while driving profitable growth.
Winterberry: Customer Experience Marketing: Realizing the Promise of Dynamic ...John Zell
It has been a subject of intense study—and even more intense commentary— for as long as marketers have been battling for the affections of consumers. When the topic turns to “customer experience,” everyone has an opinion ...
Multichannel Marketing: The Key to Expanding RevenueInvoca
Multichannel marketing is now. You may be an offline expert, but mobile and online are dominant mainstream media. Not advertising in these channels? Then you’re leaving money on the table. Today’s DR connects offline, online and mobile, ensuring the customer experience is seamlessly optimized and fully tracked across all three. Leading call marketing technology captures and converts more high-value customers across all mediums, is highly accessible, and easy to set-up. During this one-hour session, our industry experts will: 1) Explain how today’s DR needs multichannel marketing; 2) Provide examples of successful implementation; and 3) Teach how to launch complementary offline, online and mobile campaigns.
Cracking the Code on Insurance Company Customer LoyaltyCalabrio
It’s no longer simply about answering phones. As today’s insurance companies increasingly move toward direct-to-consumer distribution models, smart contact center leaders know the immense value they provide to their organization.
But how can they continually prove the contact center’s value to their company? And how can they use key voice of the customer data to unlock critical insights? More importantly, how can they use these insights to drive business success?
This SlideShare is a must-read for any insurance company focused on solving challenges facing insurers, improving the customer experience and making the contact center count.
"Real loyalty isn’t created at the close of the sale. It’s created when the brand & the customer become intimate through multiple interactions before, during & after the purchase." Read more in Aimia's report, 'Rewarding Interactions; Are You Ready for Customer Intimacy'
Insurance companies are great at acquisition but bad at retention. Jack Morton offers our unique POV and 5 ways insurance brands can keep more customers.
Omni Channel - Seamless engagement of customers across all touchpointsAndreas Penkert
Why do we leave money on the table? Customer experience does not meet expectations!
The opportunity to improve conversion rate, loyalty and customer value is considerable.
Customer Experience Transformation: 5 Research Findings And 12 Action ItemsG3 Communications
During this webinar, Ernan Roman will share recent insights from more than 10,000 hours of Voice of Customer (VoC) Relationship Research conducted by his firm, Ernan Roman Direct Marketing.
Based on the findings, Roman will share 5 key VoC research findings that will help retailers significantly improve customer engagement and personalization of offers and experiences. And critically, how personalization can be driven by individual preferences.
Roman’s part of the session will conclude with an 12 Point Checklist for transforming your customer experience.
Rick Ludolph from Productive Solutions will follow with a look at the enabling technologies to help retailers achieve their customer engagement goals in an omnichannel marketplace
17 Tips, Tricks And Growth Hacks To Sky-rocket Your Conversions Using On-site...WebEngage
Online conversion funnel optimization has mostly been limited to use of emails and analytics tools. This document highlights the use of on-site overlays (as modal windows, or nudges or pop-ups etc) in some very interesting ways to plug the leak in your funnel by pro-active and personalized messaging.
In the world of CRO, there's always a room to do more. And, at WebEngage, we are committed to provide you more ways to do so.
Let's convert! More ...
Dive into these Omnichannel Commerce Best Practices by Haran S, Head of Business, SEA, SAP Hybris.
In this presentation content, Haran shares some of the best practices from SAP Hybris customers as well as the strategy to get started in embarking an omnichannel journey for your business.
And visit "The Future of Customer Engagement and Commerce" by SAP Hybris to get more valuable content around commerce, marketing, and customer engagement here: http://www.the-future-of-commerce.com/
A great customer experience is the cost of doing business across the Asia Pacific region – CMO Council concludes after surveying 287 senior marketing executives across this region. This rising expectation in Asia is outpacing the rest of the world. But yet, only as low as 2% consumers surveyed felt they had their expectations exceeded. That has made contextual marketing no longer a thing of the future, but rather a necessity for any brand to succeed today.
Start your SAP Hybris Marketing Free Trial - here! http://hybris.com/en/free-trial-marketing
Accenture: Multichannel Attribution Dec 2012Brian Crotty
Anticipating consumers’ every move to conversion is essential to realizing a strong return on marketing investment (MROI), yet, pervasive methods for understanding consumer behaviors fall short in a multichannel environment.
In the digital world, channel savvy, highly mobile, multiple device-happy consumers are in control. While they move from one media channel to another—and from one device to another—companies across industries are struggling to keep pace.
Anticipating consumers’ every move to conversion—and measuring every interaction across every channel—is essential to realizing a strong MROI and to sustaining competitive differentiation. Yet, pervasive methods for understanding consumer behaviors fall short in a multichannel environment.
As such, various attribution models and approaches have emerged to help businesses better capture and analyze consumers’ purchase journeys across both offline and online channels. Though a singular approach for measuring consumer data has yet to emerge, multichannel attribution holds exciting promise.
December 6, 2012
Are eCommerce companies flouting discount rules??eTailing India
Major electronics companies such as LG, Videocon and Godrej are complaining about etailers selling their products at big discounts resulting in unfair marketing practices. They have blamed etailers like Flipkart, Amazon and Snapdeal for violating e-commerce regulations.
Effective promotion strategies in e commerceeTailing India
The last time we spoke about “Product” from the subject of Marketing Mix. Continuing the series, today we are going to shed light on a very important aspect of Marketing Mix strategy and that is “Promotion.” This article is especially useful for online and offline retailers who want to increase sales and induce better customer-experience. Here we go!
Niren Shah, Managing Director, Norwest Venture Partners on "Secrets to gettin...eTailing India
At the recently concluded eTailing India Expo 2016 – “India’s Flagship Conference & Exhibition on Retail, eCommerce and Mobile” (http://mumbai16.etailingindiaexpo.com) , Niren Shah, MD Norwest Venture Partners shared his perspective on Fund Raising as our keynote speaker. He elaborated further on his “Ten Commandments for Fund Raising” by talking about the 10-20-30 rule (the session is not verbatim here).
Cracking the Code on Insurance Company Customer LoyaltyCalabrio
It’s no longer simply about answering phones. As today’s insurance companies increasingly move toward direct-to-consumer distribution models, smart contact center leaders know the immense value they provide to their organization.
But how can they continually prove the contact center’s value to their company? And how can they use key voice of the customer data to unlock critical insights? More importantly, how can they use these insights to drive business success?
This SlideShare is a must-read for any insurance company focused on solving challenges facing insurers, improving the customer experience and making the contact center count.
"Real loyalty isn’t created at the close of the sale. It’s created when the brand & the customer become intimate through multiple interactions before, during & after the purchase." Read more in Aimia's report, 'Rewarding Interactions; Are You Ready for Customer Intimacy'
Insurance companies are great at acquisition but bad at retention. Jack Morton offers our unique POV and 5 ways insurance brands can keep more customers.
Omni Channel - Seamless engagement of customers across all touchpointsAndreas Penkert
Why do we leave money on the table? Customer experience does not meet expectations!
The opportunity to improve conversion rate, loyalty and customer value is considerable.
Customer Experience Transformation: 5 Research Findings And 12 Action ItemsG3 Communications
During this webinar, Ernan Roman will share recent insights from more than 10,000 hours of Voice of Customer (VoC) Relationship Research conducted by his firm, Ernan Roman Direct Marketing.
Based on the findings, Roman will share 5 key VoC research findings that will help retailers significantly improve customer engagement and personalization of offers and experiences. And critically, how personalization can be driven by individual preferences.
Roman’s part of the session will conclude with an 12 Point Checklist for transforming your customer experience.
Rick Ludolph from Productive Solutions will follow with a look at the enabling technologies to help retailers achieve their customer engagement goals in an omnichannel marketplace
17 Tips, Tricks And Growth Hacks To Sky-rocket Your Conversions Using On-site...WebEngage
Online conversion funnel optimization has mostly been limited to use of emails and analytics tools. This document highlights the use of on-site overlays (as modal windows, or nudges or pop-ups etc) in some very interesting ways to plug the leak in your funnel by pro-active and personalized messaging.
In the world of CRO, there's always a room to do more. And, at WebEngage, we are committed to provide you more ways to do so.
Let's convert! More ...
Dive into these Omnichannel Commerce Best Practices by Haran S, Head of Business, SEA, SAP Hybris.
In this presentation content, Haran shares some of the best practices from SAP Hybris customers as well as the strategy to get started in embarking an omnichannel journey for your business.
And visit "The Future of Customer Engagement and Commerce" by SAP Hybris to get more valuable content around commerce, marketing, and customer engagement here: http://www.the-future-of-commerce.com/
A great customer experience is the cost of doing business across the Asia Pacific region – CMO Council concludes after surveying 287 senior marketing executives across this region. This rising expectation in Asia is outpacing the rest of the world. But yet, only as low as 2% consumers surveyed felt they had their expectations exceeded. That has made contextual marketing no longer a thing of the future, but rather a necessity for any brand to succeed today.
Start your SAP Hybris Marketing Free Trial - here! http://hybris.com/en/free-trial-marketing
Accenture: Multichannel Attribution Dec 2012Brian Crotty
Anticipating consumers’ every move to conversion is essential to realizing a strong return on marketing investment (MROI), yet, pervasive methods for understanding consumer behaviors fall short in a multichannel environment.
In the digital world, channel savvy, highly mobile, multiple device-happy consumers are in control. While they move from one media channel to another—and from one device to another—companies across industries are struggling to keep pace.
Anticipating consumers’ every move to conversion—and measuring every interaction across every channel—is essential to realizing a strong MROI and to sustaining competitive differentiation. Yet, pervasive methods for understanding consumer behaviors fall short in a multichannel environment.
As such, various attribution models and approaches have emerged to help businesses better capture and analyze consumers’ purchase journeys across both offline and online channels. Though a singular approach for measuring consumer data has yet to emerge, multichannel attribution holds exciting promise.
December 6, 2012
Are eCommerce companies flouting discount rules??eTailing India
Major electronics companies such as LG, Videocon and Godrej are complaining about etailers selling their products at big discounts resulting in unfair marketing practices. They have blamed etailers like Flipkart, Amazon and Snapdeal for violating e-commerce regulations.
Effective promotion strategies in e commerceeTailing India
The last time we spoke about “Product” from the subject of Marketing Mix. Continuing the series, today we are going to shed light on a very important aspect of Marketing Mix strategy and that is “Promotion.” This article is especially useful for online and offline retailers who want to increase sales and induce better customer-experience. Here we go!
Niren Shah, Managing Director, Norwest Venture Partners on "Secrets to gettin...eTailing India
At the recently concluded eTailing India Expo 2016 – “India’s Flagship Conference & Exhibition on Retail, eCommerce and Mobile” (http://mumbai16.etailingindiaexpo.com) , Niren Shah, MD Norwest Venture Partners shared his perspective on Fund Raising as our keynote speaker. He elaborated further on his “Ten Commandments for Fund Raising” by talking about the 10-20-30 rule (the session is not verbatim here).
इ पैसा का लक्ष्य - व्यापार के बिक्री केंद्रों को डीजीटाइज करके भारत को डीजीटा...eTailing India
इ-पैसा (पीओएस) व्यापारोंको लगनेवाले साधन उनके पाँइंट आँफ सेलको सक्षम बनाके प्रदान करता है जैसेकी सभी तरहके भुकतान स्विकार करना, इंन्व्हेंटरी, डीजीटल रीसीट, अँनालीटीक्स, व्हीएएस, मार्केटप्लेसका एकीकरण और जादा।
Whitebikes Open Source weekend - whitebikes bikesharingTomas Peciar
The Bike Kitchen Bratislava (Cyklokuchyňa) and Cyklokoalicia started WhiteBikes in Bratislava after a failed attempt by the city to finance a similar program. At first users shared donated bikes with the same lock code. They needed a system that would work somewhat automatically without the need for manual rentals (e.g. somebody giving out bicycles). From there, smsBikeShare was born. Users registered with a mobile phone number and could send basic SMS commands (RENT, RETURN, FREE, WHERE, etc.). The system used an inexpensive SMS gateway API and a local message-back number to receive and respond to messages. Shared bicycles have a coded U-lock with a four-digit number, and upon renting a bike, users receive a code to unlock the bicycle and another to reset it to once they are done. Send a message, receive the answer, unlock the bike, reset the lock, and you're off pedaling.
Leverage Customer Experience for Competitive Advantage?Lucy Zeniffer
Enterprises can gain a competitive advantage by strategically focusing on and enhancing customer experience. By prioritizing customer satisfaction, understanding their needs, and delivering exceptional service, businesses can build strong relationships, foster loyalty, and differentiate themselves in the market. Leveraging customer experience involves implementing personalized interactions, seamless omnichannel communication, and utilizing customer feedback to continually improve products and services. This customer-centric approach not only enhances brand reputation but also contributes to increased customer retention, acquisition, and overall business success in today's competitive landscape.
The explosion of the social conversation along with the proliferation of mobile technology has changed our lives, more than we ever could have imagined.
The explosion of mobile technologies and rapid adoption of social networks have completely impacted our human behavior -- our communication methods, engagement principles, our belief and trust systems, and even our decision making criteria and models.
Firms need to understand these new principles and adopt them -- genuinely and proactively -- if they want to effectively engage clients.
How has the client changed and why does your firm need to reflect this? Because your success will depend on it, and so will your identity.
Today’s buyer is smart and getting smarter by the minute. From virtually anywhere, they can find out about you, your services, your competitors, whether your clients are happy—and most importantly, with a mere 140 characters, they can impact your brand.
Today, firms must face the reality of super consumers. They are unbelievably informed, highly fickle, and extremely powerful with a nearly unpredictable purchase path.
They have unprecedented access to information, the ability to easily compare fees, costs or services in a matter of clicks, access to reviews—whether from a trusted confidant, highly rated industry source, or someone merely taking to their social network to make their experience known.
And they can easily do the same—joining the social conversation with their experience and recommendation to others – giving a “like”, “thumbs up”, happy face, or not, and with a click of the button can make an impression on your brand.
It is no surprise then that firms who wish to remain competitive in this new age are concentrating their efforts on creating amazing client experiences…
How to drive great customer experiences for content ROI - government editionMelissa Wilfley
Talk I gave at WPP/Kantar next generation of digital government at Ministry of Manpower in Singapore on best practices for driving great customer experiences and maximizing content ROI for government agencies.
360° Customer Capture - Enabling Retailers to Deliver a Complete Shopping Experience. Now!
TechVista provides a unified approach that reduces complexity for Retailers, allowing them to focus on connecting with customers and empowering their employees across all channels that allows them the flexibility necessary to respond quickly to the needs of your customers. TechVista empowers Retailers to deliver a complete shopping experience – personal, seamless, and differentiated – by helping them create a complete 360-degree view of the customer.
Customers increasingly expect a cohesive experience with your brand. Winning and retaining customers is dependent upon the totality of these experiences. Take a look at the not-so-distant past and how consumer expectations have shifted and matured in this quick review of what customer journey mapping is and why it's critical to optimizing engagement.
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.
Connecting the Business Insights You Need With the Experience Your Customers Demand
Big data and the dynamic customer experience are two of the hottest trends in digital marketing and technology transformation. Both leverage next-generation machine learning and artificial intelligence to better understand and influence consumer behavior, offering marketers the power to predict the future based on previous interactions. The combination of the two techniques is critical to providing a more precisely targeted and personalized customer journey, increasing revenue and improving operational efficiency. Challenges remain, however. The large number of products available, the complexity of the systems involved, and the massive amounts of data generated can make it difficult to realize the full potential.
This innovative session details a clear path forward for organizations that adopt a more agile approach, balancing immediate gains with progress toward their long-term roadmap. After providing an overview of the considerable benefits and common challenges, the information-packed presentation explains why organizations need to embrace a unified approach to analytics and customer journeys. You’ll also learn about the most critical analytics and data modeling techniques—such as forecasting Customer Lifetime Value and Click Stream Behavior—and how insights from these reports can be incorporated into your customers’ journey, generating measurable return on investment. The content will include a unique, engaging combination of underlying principles and their practical applications, helping you obtain a better understanding of the overall space and providing recommendations you can immediately implement.
Presenting the second paper in the series 'Multi-channel Customer Management' that delves deep into the design, deployment, coordination, and evaluation of customer interaction channels enterprises can and should leverage.
Today’s client is smart and getting smarter by the minute. From virtually anywhere, they can find out about you, your firm, your competitors, whether your clients are happy—and most importantly, with a mere 140 characters, they can impact your brand.
• Today, law firms must face the reality of super consumers. They are unbelievably informed, highly fickle, and extremely powerful with a nearly unpredictable purchase path.
• They have unprecedented access to information, the ability to easily compare firms, fees or feedback in a matter of clicks, access to reviews—whether from a trusted confidant, highly rated industry source, or someone merely taking to their social network to make their experience known.
• And they can easily do the same—joining the social conversation with their experience and recommendation to others – giving a “like”, “thumbs up”, happy face, or not, and with a click of the button can make an impression on your brand.
• Everyone has probably heard the United Breaks Guitars story; it epitomizes the challenge firms face – each individual now has a powerful voice. In this example, United Airlines was unresponsive to a passenger’s complaints that his guitar was broken by negligent baggage handlers (he actually saw them throwing his beloved instrument through the air as he was waiting to deplane). This treatment lead him to record a song about his experience that he posted on YouTube. Over 12 million views later, this YouTube sensation has written a book on the very topic of how powerful one voice can be in the age of social media.