Nicholas Kontopoulos, a senior global marketing director, gave a presentation on moving from customer loyalty to brand advocacy. He discussed how the rise of digital customers has impacted businesses and changed customer expectations. Kontopoulos argued that companies need to shift their focus from traditional loyalty programs to delivering excellent customer experiences across all touchpoints in order to transform customers into brand advocates.
As many businesses increase their global footprints, corporate employees have the chance to work anywhere around the world. While job mobility provides the opportunity to develop new skills, broaden experience and cultivate professional networks, how does one prepare for job mobility and maximise the value of such an opportunity when it arises?
For those looking outside of your current industry, what are the important areas you need to take note of to ensure that you are emotionally, financially, and professionally ready for this next step?
Whether you are looking at progression within or outside your industry, in this talk I share some of the practical lessons I have seen work for myself, as well as for peers, when in comes to the development of my career.
The Ultimate Guide to Customer Loyalty in 2017Margaret Link
For brick-and-mortar businesses, building true customer loyalty is both an art and a science. At Thanx, we're bringing you the stats, tools, and takeaways to help you capture data that grows business through customer loyalty.
10 Examples of Exit Popups Used as a Customer Retention StrategyMihail Savov
A customer retention strategy is a must for every business. Acquiring customers might grow a company, but keeping them from leaving is what leads to better revenue. Here, we will share 10 examples of exit popups that are designed to stop users from leaving your website.
Original post: https://isenselabs.com/posts/customer-retention-strategy-10-appealing-exit-popups-with-discount-hooks
As many businesses increase their global footprints, corporate employees have the chance to work anywhere around the world. While job mobility provides the opportunity to develop new skills, broaden experience and cultivate professional networks, how does one prepare for job mobility and maximise the value of such an opportunity when it arises?
For those looking outside of your current industry, what are the important areas you need to take note of to ensure that you are emotionally, financially, and professionally ready for this next step?
Whether you are looking at progression within or outside your industry, in this talk I share some of the practical lessons I have seen work for myself, as well as for peers, when in comes to the development of my career.
The Ultimate Guide to Customer Loyalty in 2017Margaret Link
For brick-and-mortar businesses, building true customer loyalty is both an art and a science. At Thanx, we're bringing you the stats, tools, and takeaways to help you capture data that grows business through customer loyalty.
10 Examples of Exit Popups Used as a Customer Retention StrategyMihail Savov
A customer retention strategy is a must for every business. Acquiring customers might grow a company, but keeping them from leaving is what leads to better revenue. Here, we will share 10 examples of exit popups that are designed to stop users from leaving your website.
Original post: https://isenselabs.com/posts/customer-retention-strategy-10-appealing-exit-popups-with-discount-hooks
Implementing Customer Loyalty Program PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Implementing Customer Loyalty Program Powerpoint Presentation Slides. Enhance your audiences knowledge with this well researched complete deck. Showcase all the important features of the deck with perfect visuals. This deck comprises of total of twenty four slides with each slide explained in detail. Each template comprises of professional diagrams and layouts. Our professional PowerPoint experts have also included icons, graphs and charts for your convenience. All you have to do is DOWNLOAD the deck. Make changes as per the requirement. Yes, these PPT slides are completely customizable. Edit the colour, text and font size. Add or delete the content from the slide. And leave your audience awestruck with the professionally designed Implementing Customer Loyalty Program Powerpoint Presentation Slides complete deck.
The successful analytics organization - Epsilon and Transamerica, LIMRA Data ...Epsilon Marketing
Epsilon and Transamerica recently co-presented The successful analytics organization at the LIMRA Big Data Analytics Conference. The session was well attended and thought-provoking.
Creating The Best Customer Experience CX Strategy Complete DecksSlideTeam
Customer Experience CX is the interaction between a customer and the business. Customer service is just one aspect of customer experience as CX involves all interactions with a business. A great customer experience ensures brand loyalty. It results in lower churn and increased revenue. Companies are, therefore, giving importance to developing a customer experience strategy to ensure a positive and seamless experience across all touchpoints of the customer journey, be it online or offline. For businesses wishing to learn how to go about building a CX strategy or reviewing theirs, this complete deck walks you through developing the perfect customer experience strategy from scratch. This involves developing customer personas to have a better understanding of the customers needs and wants and mapping customer journey to know their thoughts, feelings and behaviour at each stage of the buying journey. The customer experience templates provided in this extensively researched deck help you list out the pain points of the customer, identify their root cause and find solutions. These steps help you in developing the CX strategy and creating a roadmap to ensure successful implementation of the project. https://bit.ly/2WN0o8i
Customer Satisfaction VS. Customer RetentionAhmad Heshmat
it explains the difference between retention and satisfaction, and typed of loyal customers, and also discuss reasons behind churn, specially for telecom industry. (if you want to download,it is open now :)
7 factors for building extreme customer loyalty rita schnarr pptDeltaChamber
Customer Loyalty depends on factors such as satisfaction, performance, economic value and alignment, but also on dependence that is emotional, structural and business-related. Come and learn some new marketing techniques for your business and assess those you are using now with Rita Schnarr .
Rita Schnarr is President of Schnarr & Associates and a Partner with Profiles International Inc ~ the world’s innovator in online employment assessments and talent management solutions serving over 40,000 companies worldwide.
White paper - Customer Experience TransformationPablo Junco
This white paper highlights the business value of customer experience as a differentiator and explores three critical enablers to guide organizations embarking on the transformation journey.
Loyalty Marketing is the Only Marketing You NeedFivestars
Loyalty marketing may be the only marketing you ever need to do. Experts agree that loyalty marketing is one of the most effective and efficient froms of marketing. With the rapid growth of social media, it is more relevant than ever before for small businesses.
Our guide to loyalty marketing will detail:
1. Data from experts on loyalty marketing and the results that it achieves
2. Key drivers of customer loyalty
3. A framework for measuring returns from your loyalty program
4. Practical tips for using loyalty marketing to increase your sales
Email marketing - Build loyalty and level up slidesLaura Thwaites
Join us for a special masterclass on how to boost customer loyalty in your email campaigns. We'll be joined by email marketing legend Kath Pay, Founder and CEO of Holistic Email Marketing. Kath lives and breathes email marketing and is recognized as an international email marketing thought leader. This is one session not to miss!
Customer Experience in eCommerce: Net Promoter ScoreValentin Radu
There is one metric that gives you a lot of hints about how was your customers' experience with your store and that is NPS.
Learn more about Customer Experience and how to apply the NPS in any eCommerce store by signing up our Customer Value Optimization course https://academy.omniconvert.com/courses/cvo-course
2014 Customer Loyalty ASEAN Conference: Hans Roxas ChuaJim D Griffin
Hans Roxas Chua presents an intriguing new framework to help illustrate how digital competencies can help accelerate and transform CRM and loyalty programs. Hans is the Director of the International Institute of Digital Marketing. He first began in 2003 as Director of the Java Wireless Competency Center at Ateneo de Manila University, which he still leads today. In 2006, he also founded BlueBlade Technologies, an enterprise that acts as a profit-seeking lab for innovations from Academe.
Implementing Customer Loyalty Program PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Implementing Customer Loyalty Program Powerpoint Presentation Slides. Enhance your audiences knowledge with this well researched complete deck. Showcase all the important features of the deck with perfect visuals. This deck comprises of total of twenty four slides with each slide explained in detail. Each template comprises of professional diagrams and layouts. Our professional PowerPoint experts have also included icons, graphs and charts for your convenience. All you have to do is DOWNLOAD the deck. Make changes as per the requirement. Yes, these PPT slides are completely customizable. Edit the colour, text and font size. Add or delete the content from the slide. And leave your audience awestruck with the professionally designed Implementing Customer Loyalty Program Powerpoint Presentation Slides complete deck.
The successful analytics organization - Epsilon and Transamerica, LIMRA Data ...Epsilon Marketing
Epsilon and Transamerica recently co-presented The successful analytics organization at the LIMRA Big Data Analytics Conference. The session was well attended and thought-provoking.
Creating The Best Customer Experience CX Strategy Complete DecksSlideTeam
Customer Experience CX is the interaction between a customer and the business. Customer service is just one aspect of customer experience as CX involves all interactions with a business. A great customer experience ensures brand loyalty. It results in lower churn and increased revenue. Companies are, therefore, giving importance to developing a customer experience strategy to ensure a positive and seamless experience across all touchpoints of the customer journey, be it online or offline. For businesses wishing to learn how to go about building a CX strategy or reviewing theirs, this complete deck walks you through developing the perfect customer experience strategy from scratch. This involves developing customer personas to have a better understanding of the customers needs and wants and mapping customer journey to know their thoughts, feelings and behaviour at each stage of the buying journey. The customer experience templates provided in this extensively researched deck help you list out the pain points of the customer, identify their root cause and find solutions. These steps help you in developing the CX strategy and creating a roadmap to ensure successful implementation of the project. https://bit.ly/2WN0o8i
Customer Satisfaction VS. Customer RetentionAhmad Heshmat
it explains the difference between retention and satisfaction, and typed of loyal customers, and also discuss reasons behind churn, specially for telecom industry. (if you want to download,it is open now :)
7 factors for building extreme customer loyalty rita schnarr pptDeltaChamber
Customer Loyalty depends on factors such as satisfaction, performance, economic value and alignment, but also on dependence that is emotional, structural and business-related. Come and learn some new marketing techniques for your business and assess those you are using now with Rita Schnarr .
Rita Schnarr is President of Schnarr & Associates and a Partner with Profiles International Inc ~ the world’s innovator in online employment assessments and talent management solutions serving over 40,000 companies worldwide.
White paper - Customer Experience TransformationPablo Junco
This white paper highlights the business value of customer experience as a differentiator and explores three critical enablers to guide organizations embarking on the transformation journey.
Loyalty Marketing is the Only Marketing You NeedFivestars
Loyalty marketing may be the only marketing you ever need to do. Experts agree that loyalty marketing is one of the most effective and efficient froms of marketing. With the rapid growth of social media, it is more relevant than ever before for small businesses.
Our guide to loyalty marketing will detail:
1. Data from experts on loyalty marketing and the results that it achieves
2. Key drivers of customer loyalty
3. A framework for measuring returns from your loyalty program
4. Practical tips for using loyalty marketing to increase your sales
Email marketing - Build loyalty and level up slidesLaura Thwaites
Join us for a special masterclass on how to boost customer loyalty in your email campaigns. We'll be joined by email marketing legend Kath Pay, Founder and CEO of Holistic Email Marketing. Kath lives and breathes email marketing and is recognized as an international email marketing thought leader. This is one session not to miss!
Customer Experience in eCommerce: Net Promoter ScoreValentin Radu
There is one metric that gives you a lot of hints about how was your customers' experience with your store and that is NPS.
Learn more about Customer Experience and how to apply the NPS in any eCommerce store by signing up our Customer Value Optimization course https://academy.omniconvert.com/courses/cvo-course
2014 Customer Loyalty ASEAN Conference: Hans Roxas ChuaJim D Griffin
Hans Roxas Chua presents an intriguing new framework to help illustrate how digital competencies can help accelerate and transform CRM and loyalty programs. Hans is the Director of the International Institute of Digital Marketing. He first began in 2003 as Director of the Java Wireless Competency Center at Ateneo de Manila University, which he still leads today. In 2006, he also founded BlueBlade Technologies, an enterprise that acts as a profit-seeking lab for innovations from Academe.
Harnessing the full power of social media to drive customer loyalty Lenati
An often overlooked tool when developing a customer loyalty strategy is social media. This presentation describes how you can develop your social media CRM strategy to enhance and maximize customer loyalty.
Loyalty is more than just a program it is becoming a vehicle for brand philosophy. The new breed of successful loyalty programs go beyond perks to build impactful emotional connections with customers. Unparalleled customer loyalty begins and ends with the quality of your relationships with customers.
With so many smart-phones in use, mobile apps can now truly transform the customer life-cycle. The presentation covers apps which are impacting every phase of the life-cycle from awareness, loyalty, product discover, point of purchase, and customer support. Businesses have an opportunity to leverage / learn from these apps to better engage with their customers.
eMarketer Webinar: Loyalty Marketing—Creating Stickiness in a Mobile WorldDaniel Caridi
Marketers of all stripes know that keeping an existing customer is easier and more lucrative than finding a new one, but fostering loyalty can be tough. Topics in this webinar include: What consumers want from loyalty programs; What marketers can do to increase consumer loyalty; How personalization can contribute to loyalty; How mobile has changed loyalty marketing.
10 Reasons Why You Need a Digital Customer Loyalty ProgramPassKit
Get started at https://loopyloyalty.com/.
Loopy Loyalty allows you to design your digital loyalty card, manage your campaign with custom tools, and even includes an app to stamp your customers' digital cards.
Get the app here: https://itunes.apple.com/us/app/loopy-hd/id945301614
Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
Ebook Perilaku Konsumen ini merupakan sebuah ebook yang berguna bagi kalian para mahasiswa ekonomi yang terjun di bidang pemasaran. Karena dengan mempelajari ebook perilaku konsumen ini, kalian akan mengetahui perilaku apa saja bisa menarik minat konsumen untuk membeli, mengulang kegiatan pembelian tersebut dan masih banyak lagi. Bagi kalian yang bukan mahasiswa ekonomipun dipersilahkan untuk mendownload ebook ini sebagai bahan pembelajaran kalian dan informasi baru.
Digital CRM, saving & loyalty programs for FMCG by BDmyShopiBD myShopi
Presentation by BD myShopi on digital CRM, saving and loyalty programs for FMCG brands. Belgian case studies on Nestlé, Garnier, Coca-Cola, Danone and more. For more info, see http://www.bdmyshopi.com
Presentation by Kris De Kock, at Faces of Content Seminar: Customer Retention & Loyalty, September 2015, Belgium.
How to build an effective omni-channel CRM & Marketing Strategy & 360 custome...Comarch
How to tackle current market trends regarding CRM & Loyalty strategies? How to be relevant, make a difference, synchronize marketing channels and profile customers. Demo screens of Comarch CRM & Marketing platform and introduction to the Loyalty 3.0 approach. How to engage and retain customers these days?
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.
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
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.
Maximize How You Individualize: because the Journey and Outcome Matter Nicholas Kontopoulos
According to research from the Corporate Executive Board, 57% of the buying process is being completed before the first interaction with a sales person.
In recent years, a fundamental sea change has been occurring between buyers and sellers, with the former now ceasing control of the buying process. This paradigm shift has been digitally powered with todays buyers only one touch away from connecting with content or peers that can help guide them on their purchasing journey.
This presentation will explore the challenges that not only lay ahead for todays marketers, but also explore some of the ways in which innovative brands are adapting to this 'New Reality’.
Saying you are customer centric is easy, however, delivering a truly outstanding customer experience requires more than marketing fluff. This presentation will explore the topic of Customer Experience and what it means to your customers and your enterprise in today’s competitive landscape.
Cómo gestionar mi estrategia social para atención a clientesMundo Contact
Cómo gestionar mi estrategia social para atención a clientes.
Diseñando nuevas estrategias de Marketing para entregar un
servicio al cliente de excelencia.
Taller impartido por Simón Torres, Oracle Pre-Sales Consultants, CX y César Garduño, Oracle Pre-Sales Consultants, CX
X: The Experience When Business Meets Design - GetAbstract SummaryBrian Solis
X by Brian Solis Take-Aways
Designing a worthy customer experience is a competitive necessity.
Customers share their experiences via social media.
More buyers are basing their purchase decisions on the experiences that other consumers share.
Most companies fail to prioritize the customer experience.
Companies that believe in serving customers have a person or team responsible for designing each step of the customer experience.
Offering a great experience requires seeing things from your customer’s perspective.
Begin your improvement process by mapping the experience you currently offer.
Learn about all areas of your customers’ lives, not just their product preferences.
Create a storyboard with composite customer personas to help you visualize the experience you want to design.
Build drama and excitement into every moment of your customer’s experience, including opening the product box.
What You Will Learn
1) How customer experience became the most important criterion in consumer brand choices and 2) What methods you can use to design your consumers’ experience.
John Simpson, Founder and CEO of One North Interactive, shares his insights on the challenges of modern B2B marketing, how things are changing and what we as marketers can do to keep up.
From the 2014 Experience Lab: Reimagine Marketing. To watch a video of the presentation, visit http://bit.ly/1ySQHBP.
Understand Your Customers of be Left BehindSameer Khan
Customers are more empowered and connected than ever, and the customer’s journey has grown more complex. Their expectations are growing and trust is diminishing as they may interact with multiple brands through web, mobile and social channels.
Considering 70% of the buying process in a complex sale is already complete before prospects are willing to engage with a live salesperson – it’s critical to understand your customers and anticipate their needs.* However leading consulting firm Econsultancy reports, 91% of companies do not know why customers leave their digital properties without converting.
In this presentation you will learn:
Understand your customers digital journey with quantitative and qualitative analytics
Influence your customers behavior to drive right set of actions
Turn visitors into repeat customers through continuous engagement across digital channels and devices
Gain insights on why traditional approaches of understanding your customers constantly fail
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.
Gamification and the power of boosting engagement: Steve SimsBen Gilchriest
Presentation from a recent, joint Capgemini - Badgeville event in Sydney, Australia on the role of enterprise gamification in digital transformation.
This presentation, from Steve Sims, VP of Badgeville's Behaviour Lab, focuses on how gamification can boost engagement. It covers the background theory to game design and worked examples with real results that supports the theory.
Capgemini Australia's Digital Transformation practice, focused on helping our clients find, size and catalyse digital opportunities, and Badgeville, the #1 gamification and behaviour management platform, work in partnership to leverage innovative gamification techniques to accelerate digital transformation in major organizations by engaging, rewarding and motivating employees and customers.
The new paradigm combining crm and erp to accelerate visibility and revenueSociusPartner
Companies looking to maximize efficiency between sales and operations are integrating CRM and ERP to reduce data entry duplication, empower employees with the right information at the right time, automate time consuming data entry processes, and improve overall visibility of customer interactions. This roundtable will feature several Socius customers who will share their experiences, challenges, best practices and benefits in linking CRM and ERP together
Communications Service Providers (CSPs) live in a world where penetration rates are over 100 percent in most markets and consumers have multiple different — yet relatively similar — choices.
As CSPs strive to retain customers, they are finding that traditional marketing techniques no longer generate sufficient returns. Instead, they are turning to the concept of Customer Value Management with one-to-one personalization as a way to generate more value from their existing subscriber base.
This article discusses the importance of understanding Customer Value Management and offers five key recommendations to improve customer interactions and deliver value back to the business.
These insights are based on a podcast discussion among Jeriad Zoghby of Accenture Interactive, Dr. Rob Walker and Tom Erskine of Pegasystems.
Learn more: http://www.pega.com/solutions/by-industry/communications-and-media
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Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
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https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
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Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
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1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
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Pitch Deck Teardown: RAW Dating App's $3M Angel deck
From Customer Loyalty to Brand Advocacy
1. From Customer Loyalty to Brand Advocacy
Customer Loyalty 2013
Nicholas Kontopoulos | Senior Global Marketing Director
26th of March, 2013 | Singapore
11. The Impact that the
Digital Customer
By
taking
a
look
at
the
imapct
that
the
age
of
the
“Digital
Customer”
is
having
on
ythe
is having on our
businesses
Enterprise
31. The COST of customer acquisition versus
customer retention could reach as high as 700%
Source: ‘The Loyalty Effect’ by Frederick Reichheldof Bain & Co.
32. A 5% increase in customer retention results in a
25% to 100% increase in PROFITABILITY
Source: ‘The Loyalty Effect’ by Frederick Reichheldof Bain & Co.
36. Give the customers a
GREAT EXPERIENCE
The
SoluJon
Customer
Experience!!!
37. Customer Experience
“The customer's perceptions and related feelings caused
by the one-off and cumulative effect of interactions with a
supplier's employees, systems, channels or products”
Source:
Gartner
38. “Or, the aggregated memories of every touch a
customer has with your company”
39. Customer Experience Management
“The practice of designing and reacting to customer
interactions to meet or exceed customer expectations to
increase customer satisfaction, loyalty and advocacy”
Source: Gartner
40. “Or, delivering a consistent customer experience
across the entire enterprise”
42. 7 Steps to get started with CEM
§ Build a cross-functional work team
Where to start?
§ Define key elements of a strategy
§ Map the customer journey
§ Consolidate customer data collection/VoC
§ Create a governance mechanism
§ Map the customer experience ecosystem
§ Select Projects that build momentum
Source: 1to1 Media 7 Steps to Get Started With Customer Experience
49. “
Integrate loyalty thinking
across the consumer
experience. Loyalty isn't a
program or a function in your
org chart. It the combination
of your customer-facing
efforts.
Mike Linton
57. Used analytics to determine
“Customer lifetime value”
5 years of data was crunched for two
Fortune 1,000 companies (B2B & B2C).
9 month field experiment using specific
marketing strategies based on the
“customer lifetime value” of each
customer or customer segment.
90% of both companies profits were
being generated by 20% of their clients.
58. B2B company stock increased
33% nine months after experiment.
Top 3 competitors stock increased 12%.
B2C company stock increased 58%
nine months after experiment. The top
3 competitors stock increased 15%.
69. The STM are Montreal's
transit provider - moving
more than 1.2M passengers
every day day through 250
bus lines and 68 subway
stations in the Montreal area.
2020/40%
70. Three million cards in
circulation, one-third
of which are used on
a daily basis.
71. “
“We want to untap the
potential of those Opus
cards and the potential
of this eco-system of
customers that take
public transit every day.”
Pierre Bourbonniere,
Director of Marketing
72. “
We wanted to reward our
customers on the spot, we
wanted to be able to surprise
and create excitement for our
customers, and we wanted to
generate loyalty to the STM.
Pierre Bourbonniere,
Director of Marketing