Customer demand for simplified experiences continues to rise and never more has this been so prevalent in the financial services sector. Hardly surprising considering the complexity of lives today and the sheer volume of critical choices that need to be made on a daily basis.
The most successful brands are wise to the reality that to be loved is not the primary objective. What’s more critical is to be truly essential in the ways that matter most. Defined by knowing how to add value rather than complexity. Respected for delivering simple and straightforward products and services that people actually understand and have need for.
Our EMEA Strategy Director, Liana Dinghile provided insights into the leaders and laggards of the global pack of brands vying for that all-important, but alarmingly elusive, customer favour at the Financial Services Forum Annual Member's Conference. Shedding light on the new disruptors who are rewriting the rules of service delivery and elevating customer expectations to a whole new level by:
- Empowering people
- Reimagining the experience
- Removing friction
In a complex world, #SimplicityPays
19 CMOs/CEOs Reveal Big Changes in B2B MarketingSiegel+Gale
Inspired by our recent B2BNow study, our Global CMO, Margaret Molloy, reached out to marketing executives to learn how the trend in consumerization of B2B has affected their marketing behaviors. See what they had to say.
A successful brand must create a meaningful brand experience for their customers. Our Global CMO, Margaret Molloy, asked a cross-industry sample of CMOs how they are showing their customers love. See what they said.
The formula to success for digital experiencesSiegel+Gale
In today’s hyper-connected world, finding the right approach to creating digital experiences is no easy feat. It requires balancing customer, partner, and employee needs with brand opportunities and business needs, at all the right touchpoints.
It is more important than ever to align your digital strategy with those age-old, simple questions – the five Ws and the one H. They will increase your potential for happier users and better business outcomes.
So, ask yourself:
Why
Who
Where
What
When
How
The financial services customer experience: Understanding the impact of simpl...Siegel+Gale
Few would argue that customers crave simplicity. But from a business perspective, does it really matter?
+Gain insights into the findings of our Global Brand Simplicity Index — a report that evaluates the simplicity of 400+ global brands, including top national financial services providers
+Learn which interactions matter most and how simplifying the customer experience can create lasting brand relationships
+ Understand how innovative companies have made simplicity pay, and consider how to get started creating simpler, high-impact brand experiences
Siegel+Gale is a global strategic branding firm committed to building world-class brands through elegantly simple, unexpectedly fresh strategies, stories and experiences. We deliver comprehensive services in brand development, simplification, research and digital media. Since our founding by brand sage and simplification pioneer Alan Siegel in 1969, Siegel+Gale's mantra has been "Simple is Smart."
2011 was the year in which 'power to the people' became real. Arab spring, London riots and occupy wall street are just a few examples where we have seen the power of people.
This market trend has a big impact on companies. Most companies see this evolution as a danger. I believe that leveraging the power of the people in a positive way is a great opportunity.
Until now, managers have treated consumers in a too opportunistic way. The challenge is to really open up and collaborate with them in a structural way.
This presentation offers you a vision and a framework to leverage the power of the people in a truly positive and open way.
How B2B buying and selling will change in 2020Shruti Kapoor
In this eBook, we have tried to answer questions like...
What are some of the new obstacles faced by other sales teams especially after the pandemic and what can you learn from it?
How has the buying process changed in light of COVID-19?
How can sales teams continue to have meaningful conversations?
Is it ok to be cold-calling or emailing prospects right now?
What type of messaging should be used in cold outreach to build relationships without pissing off your prospects?
What can sales, success & marketing teams do together in this time?
With layoffs dominating your team’s LI feed, how do you continue to motivate your sales reps?
19 CMOs/CEOs Reveal Big Changes in B2B MarketingSiegel+Gale
Inspired by our recent B2BNow study, our Global CMO, Margaret Molloy, reached out to marketing executives to learn how the trend in consumerization of B2B has affected their marketing behaviors. See what they had to say.
A successful brand must create a meaningful brand experience for their customers. Our Global CMO, Margaret Molloy, asked a cross-industry sample of CMOs how they are showing their customers love. See what they said.
The formula to success for digital experiencesSiegel+Gale
In today’s hyper-connected world, finding the right approach to creating digital experiences is no easy feat. It requires balancing customer, partner, and employee needs with brand opportunities and business needs, at all the right touchpoints.
It is more important than ever to align your digital strategy with those age-old, simple questions – the five Ws and the one H. They will increase your potential for happier users and better business outcomes.
So, ask yourself:
Why
Who
Where
What
When
How
The financial services customer experience: Understanding the impact of simpl...Siegel+Gale
Few would argue that customers crave simplicity. But from a business perspective, does it really matter?
+Gain insights into the findings of our Global Brand Simplicity Index — a report that evaluates the simplicity of 400+ global brands, including top national financial services providers
+Learn which interactions matter most and how simplifying the customer experience can create lasting brand relationships
+ Understand how innovative companies have made simplicity pay, and consider how to get started creating simpler, high-impact brand experiences
Siegel+Gale is a global strategic branding firm committed to building world-class brands through elegantly simple, unexpectedly fresh strategies, stories and experiences. We deliver comprehensive services in brand development, simplification, research and digital media. Since our founding by brand sage and simplification pioneer Alan Siegel in 1969, Siegel+Gale's mantra has been "Simple is Smart."
2011 was the year in which 'power to the people' became real. Arab spring, London riots and occupy wall street are just a few examples where we have seen the power of people.
This market trend has a big impact on companies. Most companies see this evolution as a danger. I believe that leveraging the power of the people in a positive way is a great opportunity.
Until now, managers have treated consumers in a too opportunistic way. The challenge is to really open up and collaborate with them in a structural way.
This presentation offers you a vision and a framework to leverage the power of the people in a truly positive and open way.
How B2B buying and selling will change in 2020Shruti Kapoor
In this eBook, we have tried to answer questions like...
What are some of the new obstacles faced by other sales teams especially after the pandemic and what can you learn from it?
How has the buying process changed in light of COVID-19?
How can sales teams continue to have meaningful conversations?
Is it ok to be cold-calling or emailing prospects right now?
What type of messaging should be used in cold outreach to build relationships without pissing off your prospects?
What can sales, success & marketing teams do together in this time?
With layoffs dominating your team’s LI feed, how do you continue to motivate your sales reps?
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’.
How To Transform Digital Customer Experiences For The Connected CustomerBrian Solis
The gap between the traditional customer and digital customer is only widening. The technology required to deliver an effortless omnichannel customer experience (CX) is very different than the setup required for traditional customer engagement. How you invest in digital transformation and CX can be the difference between a compelling competitive advantage and market irrelevance. Leading digital analyst, author and keynote speaker Brian Solis partnered with Genesys to develop a guide to help businesses identify critical gaps and close the loop in digital transformation. The ebook covers...
Top challenges facing digital transformation
Digital Customer Experience Transformation Checklist
Digital CX strategies industry leaders are adopting to deliver delightful and intuitive CX
Slides from my keynote w/ Capgemini in Copenhagen - looking at how Microsoft, GE, KLM and Uber use Salesforce Marketing Cloud to innovate, disrupt and build customer relationships faster.
Customer Experience is the superset of sensations, emotions and perceptions felt by your customers before, during and after product or service use. Experiences are created through interactions with things, people and the surroundings. Sharing of experiences happens across both physical and digital worlds, from a smile or a laugh, to a smiley face emoticon. The boundaries between physical and digital are blurring, even merging. Instant feedback, instant photos, instant communications, shared easily, quickly and without hesitation, or forethought. People like to share their experiences with their family, friends, co-workers and in general with the world around them. It is not only possible to capture, understand and learn from all of these digital interactions, but, the future of business just might depend on it and doing so requires planning and execution.
Enterprise Customer Experience represents the people, processes and technology required to listen, guide and engage your customers in the digital world; all towards creating personalized therefore enhanced experiences. Just like the real world, in the digital space, experience cannot be given, but can be designed, enabled and carefully considered. The simple idea is to learn from what is shared, turn it into information, provide insights to people that need it and then actions to be executed, all to further enhance the customer experience. There are a lot of moving parts, including technology as one, along with people and process. The imperative is to start with listening and progress to insights, actions and knowledge.
Each digital interaction creates data, which leads to information that when properly leveraged creates insights. When something is good, can you repeat it, when something is bad, how quickly can it be changed, altered? Each customer interaction is an opportunity to learn and grow. From first Ad impression and Website visit, to product purchase, product use, service interaction, receiving a bill or talking to support, each element has a unique input to, and impact on, customer experience. The technology, how it is used by people and the process required; that is what we are seeking to describe in this short paper.
Red Goldfish - Motivating Sales and Loyalty Through Shared Passion and PurposeStan Phelps
Red Goldfish is the fifth color in the Goldfish Series of books. It focuses on how purpose is driving loyalty and becoming the ultimate differentiator in business.
Stan Phelps is the founder of PurpleGoldfish.com, a speaking and training consultancy that helps brands obtain customers that are up to four times as valuable as ordinary customers. He’s a contributor to Forbes and the author of Purple Goldfish, Green Goldfish, Golden Goldfish, Blue Goldfish, and Purple Goldfish - Service Edition. He works with senior leaders to focus on meaningful differentiation to win the hearts of both employees and customers. Driven by client objectives and inspired by bold vision, Stan creates custom keynotes, workshops, and programs that are memorable and on brand, inspiring businesses to become REMARK-able by design.
Contact Stan at stan@purplegoldfish.com or call 919.360.4702.
https://www.talkdesk.com/resources/webinars/
Ring in the new year with great customer service!
In this slideshow you will find:
- The top 10 customer service trends according to industry leaders.
- Research and data to support these trends.
- Actionable tips of how you can stay on top of the competition.
31 compelling statistics and thought-provoking quotes to add to presentations, raise at meetings or share with your colleagues to show the true value of experience.
From industry leaders, research houses and brands alike, the following quotes are more relevant for CX strategies than ever before.
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
How to deconstruct your agency's business model to better understand the value you deliver to clients and better position for firm to work for the types of clients you really want.
The difference that really matters between CX leaders and practitioners is not their title, but whether they’re “building cathedrals” or just “laying bricks.” To help their organizations become more customer-centric, CX leaders need to actively participate in and shape conversations in their organizations around 5 key topics: Disruption, Loyalty, Data, Brand and Innovation.
Designing the brand identity and CX for a startupRezonant Design
Humain is a healthcare brand, a fast growing start-up in the healthcare technology space. Here is how we helped them build their brand and Customer Experience
Silicon Valley Executive Network CMO Futures Series - The Power of Story 10...FortuneCMO, LLC
www.SVEN.org Silicon Valley Executive Network 1st CMO Futures Series event in San Jose, CA on 10/27 with Ed Saxon, 8 time Academy Award winning producer keynoting on 'The Power of Story'.
Some of the most successful companies have one thing in common – they offer an amazing customer experience. If you’re working on improving your strategy, get inspired by these inspirational customer experience quotes.
If you find this presentation interesting, subscribe to blog.neosperience.com to stay up to date.
Mergers, acquisitions, and spin-offs are tricky operations. By keeping these seven crucial questions in mind, companies can be sure that their brand doesn't get lost in the clutter.
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’.
How To Transform Digital Customer Experiences For The Connected CustomerBrian Solis
The gap between the traditional customer and digital customer is only widening. The technology required to deliver an effortless omnichannel customer experience (CX) is very different than the setup required for traditional customer engagement. How you invest in digital transformation and CX can be the difference between a compelling competitive advantage and market irrelevance. Leading digital analyst, author and keynote speaker Brian Solis partnered with Genesys to develop a guide to help businesses identify critical gaps and close the loop in digital transformation. The ebook covers...
Top challenges facing digital transformation
Digital Customer Experience Transformation Checklist
Digital CX strategies industry leaders are adopting to deliver delightful and intuitive CX
Slides from my keynote w/ Capgemini in Copenhagen - looking at how Microsoft, GE, KLM and Uber use Salesforce Marketing Cloud to innovate, disrupt and build customer relationships faster.
Customer Experience is the superset of sensations, emotions and perceptions felt by your customers before, during and after product or service use. Experiences are created through interactions with things, people and the surroundings. Sharing of experiences happens across both physical and digital worlds, from a smile or a laugh, to a smiley face emoticon. The boundaries between physical and digital are blurring, even merging. Instant feedback, instant photos, instant communications, shared easily, quickly and without hesitation, or forethought. People like to share their experiences with their family, friends, co-workers and in general with the world around them. It is not only possible to capture, understand and learn from all of these digital interactions, but, the future of business just might depend on it and doing so requires planning and execution.
Enterprise Customer Experience represents the people, processes and technology required to listen, guide and engage your customers in the digital world; all towards creating personalized therefore enhanced experiences. Just like the real world, in the digital space, experience cannot be given, but can be designed, enabled and carefully considered. The simple idea is to learn from what is shared, turn it into information, provide insights to people that need it and then actions to be executed, all to further enhance the customer experience. There are a lot of moving parts, including technology as one, along with people and process. The imperative is to start with listening and progress to insights, actions and knowledge.
Each digital interaction creates data, which leads to information that when properly leveraged creates insights. When something is good, can you repeat it, when something is bad, how quickly can it be changed, altered? Each customer interaction is an opportunity to learn and grow. From first Ad impression and Website visit, to product purchase, product use, service interaction, receiving a bill or talking to support, each element has a unique input to, and impact on, customer experience. The technology, how it is used by people and the process required; that is what we are seeking to describe in this short paper.
Red Goldfish - Motivating Sales and Loyalty Through Shared Passion and PurposeStan Phelps
Red Goldfish is the fifth color in the Goldfish Series of books. It focuses on how purpose is driving loyalty and becoming the ultimate differentiator in business.
Stan Phelps is the founder of PurpleGoldfish.com, a speaking and training consultancy that helps brands obtain customers that are up to four times as valuable as ordinary customers. He’s a contributor to Forbes and the author of Purple Goldfish, Green Goldfish, Golden Goldfish, Blue Goldfish, and Purple Goldfish - Service Edition. He works with senior leaders to focus on meaningful differentiation to win the hearts of both employees and customers. Driven by client objectives and inspired by bold vision, Stan creates custom keynotes, workshops, and programs that are memorable and on brand, inspiring businesses to become REMARK-able by design.
Contact Stan at stan@purplegoldfish.com or call 919.360.4702.
https://www.talkdesk.com/resources/webinars/
Ring in the new year with great customer service!
In this slideshow you will find:
- The top 10 customer service trends according to industry leaders.
- Research and data to support these trends.
- Actionable tips of how you can stay on top of the competition.
31 compelling statistics and thought-provoking quotes to add to presentations, raise at meetings or share with your colleagues to show the true value of experience.
From industry leaders, research houses and brands alike, the following quotes are more relevant for CX strategies than ever before.
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
How to deconstruct your agency's business model to better understand the value you deliver to clients and better position for firm to work for the types of clients you really want.
The difference that really matters between CX leaders and practitioners is not their title, but whether they’re “building cathedrals” or just “laying bricks.” To help their organizations become more customer-centric, CX leaders need to actively participate in and shape conversations in their organizations around 5 key topics: Disruption, Loyalty, Data, Brand and Innovation.
Designing the brand identity and CX for a startupRezonant Design
Humain is a healthcare brand, a fast growing start-up in the healthcare technology space. Here is how we helped them build their brand and Customer Experience
Silicon Valley Executive Network CMO Futures Series - The Power of Story 10...FortuneCMO, LLC
www.SVEN.org Silicon Valley Executive Network 1st CMO Futures Series event in San Jose, CA on 10/27 with Ed Saxon, 8 time Academy Award winning producer keynoting on 'The Power of Story'.
Some of the most successful companies have one thing in common – they offer an amazing customer experience. If you’re working on improving your strategy, get inspired by these inspirational customer experience quotes.
If you find this presentation interesting, subscribe to blog.neosperience.com to stay up to date.
Mergers, acquisitions, and spin-offs are tricky operations. By keeping these seven crucial questions in mind, companies can be sure that their brand doesn't get lost in the clutter.
One of the most frequent questions I get is how do you stay current? In the sprint of back to school, I asked 15 marketing leaders the question and documented their learning as well as my own.
A brand marketer looks at what it means to be Irish in businessSiegel+Gale
I asked a sample of my LinkedIn connections – located in New York, Ireland, London, Silicon Valley, Los Angeles and Madrid – a simple question:
What does it mean to be Irish in business?
The answers are as engaging and refreshing as these accomplished professionals themselves. As a global Irish person - and brand marketer – I’m proud to share them with you.
Naming Architecture: A Blueprint for Portfolio SimplicitySiegel+Gale
Jeff Lapatine (strategy director, brand development) delves into naming and nomenclature architecture, and how by deploying simple, easy to codify concepts, you can unlock the potential of your portfolio through the power of simplicity.
What's in a name? Eight best practices for creating a successful name brandSiegel+Gale
Think about the importance of one right word. Brand names are often just that … one word, like Apple. When it comes to developing brand names, one or two right words count most.
One might think that brand names should come easily. Richard Branson just trusted his instincts when he came up with the Virgin name while drinking with a group of fiends in a pub. But what’s the best way to get the best brand name? And, how do you know it’s the best? Is there some sort of formula for success?
Truth is, creating brand names is more than an art than a science, but there are strategic best practices that a good marketer should follow in order to increase the likelihood of success when creating a new brand name.
Storytelling has been a fundamental method of communication since the era of cave drawings. In your own life, think back to when you were a child: what were your favorite stories? And why do you still remember them? A clear, compelling story allows you to connect with your audiences, influence culture, share your view of the world and build your brand. Is your story propelling your brand forward?
Talent 2020 Webinar Will Your High Potentials Stick AroundTalentPlus Inc
According to one study, 1% of executives believe their succession plans are excellent. One percent. In today's global marketplace, competition for good talent is intense. But competition for great talent is fierce. How are you keeping your most talented employees engaged and developing them to be your future leaders? And do you know who is on your talent bench? Both are critical components to the sustainability of your organization.
Join us to learn:
+ How to identify, select and retain high potential talent and ensure they stick around
+ The critical elements to mapping out a sustainable succession plan for companies who are focused on growth
+ How your organizations can prepare for changes in leadership and tap into your talent bench successfully
Watch the webcast here: http://www.talentplus.com/news-room/webcasts/750-talent-2020-will-your-high-potentials-stick-around-a-succession-planning-roadmap-you-can-use
Optimising your rtb infrastructure sammy austin - follow upad:tech London
Sammy Austin, Performance Media Manager, moneysupermarket.com ad:tech London 2013 Real Time Summit presentation on optimising RTB in a brand environment.
Reduce, Reuse, Recycle: How Moneysupermarket.com Created APIs Without Startin...CA API Management
The evolutThe evolution of the API’s used byMoneysupermarket.com’s highly successful Car Insurance application. Faced with having to re-engineer the entire application to meet the increasingly demands of security, accuracy & scale – how we incrementally refactored our application to create an OAUTH 2.0 API using Layer 7ion of the API’s used byMoneysupermarket.com’s highly successful Car Insurance application. Faced with having to re-engineer the entire application to meet the increasingly demands of security, accuracy & scale – how we incrementally refactored our application to create an OAUTH 2.0 API using Layer 7
MoneySuperMarket.com was the first in its category to use newsbrands in a meaningful way. It was a client open to testing new things, challenging newsbrands to provide evidence that new platforms provide new opportunities.
In this presentation, Rolf Wulfsberg, global director of quantitative research at global strategic branding and customer experience firm Siegel+Gale answers the following questions critical to CMOs and brand managers:
- What is fact-based branding?
- What is the compelling truth of your brand(s)?
- How can you predict ROBI in advance of implementation?
- What are warning signs of potentially "bad" research?
What industries have been digitally disrupted? What are being disrupted? What types of digital disruption are there? Where should you focus your digital disruption/transformation efforts?
The essential elements of a digital transformation strategyMarcel Santilli
Learn more: https://insights.hpe.com
Enterprises can survive digital disruption as well as grow revenue, improve profitability and increase market valuation — if they start rethinking what they do.
Digital transformation. It’s the use of technology to create a better customer experience, improve products and services, and increase the effectiveness of business operations. But it really means what your enterprise must do to adapt and thrive.
Today’s smaller, emerging companies are born digital. They can — and do — change quickly to answer consumer demand or a competitive offering. Larger, mature enterprises must start with a shift in strategy, because all industries will be changed or already have been changed by digital transformation. Many, like news media and publishers, music, video and retail have been or significantly disrupted. Up next: financial services, healthcare manufacturing, insurance, legal, education, utilities and energy. The good news? No industry has been or will be completely upended.
The first step is to recognize that disruption does not have to be a mass-extinction event. Enterprises can survive as well as grow revenue, improve profitability and increase market valuation. Here’s how to start rethinking what you do.
Simply designing websites or apps is not enough anymore.Mauro Boffardi
Slides of presentation of Oliver Plas (Intershop), Mauro Boffardi (Accenture Interactive) ad Fran Merino (Fjord).
Learn about what has changed and why will this impact the way you should think about brand, from three industry experts at Fjord, Accenture Interactive and Intershop, as well as speaking to our clients Stadium, Åhlens and Martin & Servera. Attendees will participate to a live survey about the topics at hand, followed by a chance to debate about the experience you would like your customers to have – focusing on the direct and concrete online experience of the brand.
It is the age of the digital customer. And digital customer experience is something that most companies have on top of their agenda. It is not hard to see why. In a survey, 70% of respondents said that good service had a considerable influence on their loyalty and 69% would recommend the company to others. The reverse is also true. Poor customer experience drives customers away. Research shows that nearly 89% of customers walk away from a company after a single poor customer experience. And this can have a significant impact. Businesses are estimated to lose as much as 20% of revenue from poor customer experiences. And this is precisely the reason we chose to focus the sixth edition of our Digital Transformation Review on Customer Experience. How can organizations create compelling digital customer experiences that work? We posed this very question to a diverse panel from around the world. Our panel for this edition includes industry leaders, academics, startup founders, platform vendors and technology gurus. They come from all over the world, including the home of innovation in the digital age — Silicon Valley
Connections, hosted by Artesian Solutions, is the B2B conference dedicated to excellence in sales and relationship management. These slides were presented to an audience of over 200 sales leaders from some of the top UK enterprises on 28th November 2018.
Retail business pains and UNIT4 solutions UNIT4 UK
Retailers operate in a constantly changing landscape influenced by shifts in competition, technology and customer expectations.
UNIT4's record of working with big names in UK and global retail has helped us develop solutions that address these issues.
This short presentation sets out what we see as some of the main challenges retailers face and how we can help you overcome them.
Authentic empathy: how marketers should respond to covid-19magazinemediaBE
What are people’s expectations of brands in the crisis? What sort of advertising resonates right now? How do people respond to ‘business as usual’ ads? Is there anything I need to avoid? Looking forward peak and post crisis
Hey, Financial Services - Get Serious About Social, or Get Spanked!Lithium
Today’s banking customers want much more than a place to store and access their cash. They want help with financial planning, tracking, and goal-setting and are increasingly tapping alternative institutions for that help. Unregulated innovators like Google Wallet and PayPal are stepping in and putting increasing pressure on banks to adapt—or die.
Meanwhile, financial services firms have been slow to innovate, still stuck on strategies for increasing branch visits. In turn, the influence they have over the personal lives of their customers is waning fast. As we run headlong into a digital-first future, how can financial service firms remain relevant?
Download this slide deck from Lithium and learn:
1. Why social customer experience is fast becoming an important battle ground for the financial service industry.
2. How financial service firms use social for marketing, customer care and service innovation.
3. Which banks, credit card and insurance companies do social right, do it best—and how.
4. The returns financial service firms are getting from social.
5. Social strategies and best practices financial service firms can deploy today to get in the game.
Using Digital Tactics in Retail to drive growth. Growth in Retail is going to come from the digital E-commerce sector. Here are some ways in which high street retailers can take advantage of this growth for their own business.
Managing the hospital in-patient experience | Understanding where to investSiegel+Gale
Few would argue the importance of delivering a quality patient experience, but how do you determine where improvements would have the greatest impact?
Siegel+Gale's Rolf Wulfsberg, PhD, Global Director of Quantitative Insights, shares a unique analysis of patient experience data from a national study of hospital patients.
+ Gain insights into the findings of our recent PinPoint™ study that examined the experiences of 500 hospital patients nationally
+ Learn how it is possible to segregate the impact of different touch points on the overall patient experience
+ See patient experience strategy maps that help inform investment decisions
+ Understand how the drivers of patient acquisition differ from the drivers of retention (e.g., word of mouth recommendations to others)
+ Learn some specific steps that can be taken to improve the hospital experience
Siegel+Gale is a global strategic branding firm committed to building world-class brands through elegantly simple, unexpectedly fresh strategies, stories and experiences. We deliver comprehensive services in brand development, simplification, research and digital media. Since our founding by brand sage and simplification pioneer Alan Siegel in 1969, Siegel+Gale's mantra has been "Simple is Smart."
NETGEAR Reconnects
A champion fights to stand out
NETGEAR, a global provider of wireless networking products for the home and small and medium business—and one of the most competitively spirited companies in its space—was searching for a way to articulate its brand reputation that fully reflected its top-tier success.
Despite recent surges in sales and considerable strength in retail, the company’s brand meaning was lagging in commercial and service-provider markets. NETGEAR needed to stand up and stand out in a marketplace where most contenders look the same. But its messaging was muddled. No longer just a “router” company, NETGEAR’s product mix had grown to include complete networking solutions that not only create a network, but also let you do more with it. It was a transformation that called out for a common brand across the company and a unifying message that would build on NETGEAR’s retail strength, transcend audiences and lift the company to even greater heights.
A redefining connection
Qualitative and quantitative research conducted by Siegel+Gale highlighted the opportunity to bring simplicity to the forefront. Combined with an increased focus on people, it would help differentiate the brand across audiences.
In the most practical terms, simplicity and ease of use had always defined NETGEAR’s brand and competitive edge in the retail space. Now it was time to redefine connectivity in a way that moved beyond routers to solutions that take advantage of the network for both home and office.
NETGEAR would become the “champion of connectivity.”
Building on that strength, Siegel+Gale developed a people-focused purpose that made every employee a champion furthering that cause.
To express the brand’s new direction, we optimized the existing NETGEAR logo and developed an adaptive and robust visual design system with a faceted graphic motif as the centerpiece. By introducing a tiered color palette and photographic categories, we were able to tailor communications to key customer segments and help NETGEAR gain more ground in the business networking space.
To launch the brand internally, we conducted training workshops, drafted extensive design guidelines, created a variety of templates for print use, as well as on-screen applications, and rolled out an environmental signage system to offices worldwide.
We also prepared NETGEAR for the future, re-imagining the customer experience based on the new brand strategy and developing customer journey maps to illustrate the experience and prioritize initiatives to ensure that NETGEAR continues to fulfill its brand promise.
17 B2B Women Marketers: One Question, Many ChallengesSiegel+Gale
In the spirit of International Women’s Day, as Global CMO of Siegel+Gale, I thought it would be intriguing to ask a sample of top female B2B marketers one question:
“What’s the #1 brand challenge facing B2B companies today?”
This question elicited thought-provoking responses. It is fascinating to hear from these 17 women, who come from a variety of industries including technology, healthcare and financial services.
The health insurance customer experience - Understanding the impact of simpli...Siegel+Gale
Few would argue that customers crave simplicity.But from a business perspective, does it really matter?
Siegel+Gale demonstrate the role of simplicity in creating positive customer interactions that build customer loyalty and ultimately increase revenue.
+ Gain insights into the findings of our Global Brand Simplicity Index - a report that evaluates the simplicity of 400+ global brands, including top national healthcare insurers
+Learn how your priorities stack up against the latest PinPoint report - a survey of 1,000+ health insurance customers on which brand experiences have the greatest impact
+ Understand how innovative companies have made simplicity pay, and consider how to get started creating simpler, high-impact brand experiences
Siegel+Gale is a global strategic branding firm committed to building world-class brands through elegantly simple, unexpectedly fresh strategies, stories and experiences. We deliver comprehensive services in brand development, simplification, research and digital media. Since our founding by brand sage and simplification pioneer Alan Siegel in 1969, Siegel+Gale's mantra has been "Simple is Smart."
Breakthrough Simplicity: Transforming the Customer Experience - Siegel+Gale a...Siegel+Gale
"Breakthrough Simplicity: Transforming the Customer Experience" covers how companies are breaking through marketplace clutter by simplifying frequently overlooked customer touch points.
Best Practices in Improving Customer Experience by Focusing on Overlooked Tou...Siegel+Gale
Siegel+Gale's Executive Director of Simplification Irene Etzkorn presented "Best Practices in Improving Customer Experience by Focusing on Overlooked Touchpoints." In this session, attendees learned how simplifying the interaction between customer and company can improve the customer experience.
Social media can help companies deliver a customer service experience that aligns with customer expectations, resulting in a more loyal customer base and a larger wallet share. However, the value of these social technologies can’t be realized by just bolting them onto a suboptimal contact center. In this presentation, the presenters share tangible outcomes derived from cutting through the volume and complexity of information to understand what really matters in customer engagement.
Siegel+Gale's Global Director of Research Insights Lisa Bertelsen and Global Director of Naming Nik Contis co-presented the session "What’s In a Name? Unlocking powerful brand names through market research" at MRA 2012 Annual Conference and Expo. The session looked at naming from the perspective of a market researcher and seasoned "namer," offering guidance on name evaluation and research design.
Sharpen existing tools or get a new toolbox? Contemporary cluster initiatives...Orkestra
UIIN Conference, Madrid, 27-29 May 2024
James Wilson, Orkestra and Deusto Business School
Emily Wise, Lund University
Madeline Smith, The Glasgow School of Art
Acorn Recovery: Restore IT infra within minutesIP ServerOne
Introducing Acorn Recovery as a Service, a simple, fast, and secure managed disaster recovery (DRaaS) by IP ServerOne. A DR solution that helps restore your IT infra within minutes.
Have you ever wondered how search works while visiting an e-commerce site, internal website, or searching through other types of online resources? Look no further than this informative session on the ways that taxonomies help end-users navigate the internet! Hear from taxonomists and other information professionals who have first-hand experience creating and working with taxonomies that aid in navigation, search, and discovery across a range of disciplines.
This presentation by Morris Kleiner (University of Minnesota), was made during the discussion “Competition and Regulation in Professions and Occupations” held at the Working Party No. 2 on Competition and Regulation on 10 June 2024. More papers and presentations on the topic can be found out at oe.cd/crps.
This presentation was uploaded with the author’s consent.
0x01 - Newton's Third Law: Static vs. Dynamic AbusersOWASP Beja
f you offer a service on the web, odds are that someone will abuse it. Be it an API, a SaaS, a PaaS, or even a static website, someone somewhere will try to figure out a way to use it to their own needs. In this talk we'll compare measures that are effective against static attackers and how to battle a dynamic attacker who adapts to your counter-measures.
About the Speaker
===============
Diogo Sousa, Engineering Manager @ Canonical
An opinionated individual with an interest in cryptography and its intersection with secure software development.
This presentation, created by Syed Faiz ul Hassan, explores the profound influence of media on public perception and behavior. It delves into the evolution of media from oral traditions to modern digital and social media platforms. Key topics include the role of media in information propagation, socialization, crisis awareness, globalization, and education. The presentation also examines media influence through agenda setting, propaganda, and manipulative techniques used by advertisers and marketers. Furthermore, it highlights the impact of surveillance enabled by media technologies on personal behavior and preferences. Through this comprehensive overview, the presentation aims to shed light on how media shapes collective consciousness and public opinion.
4. 4
Annually, we measure the perceived
simplicity or complexity of brands in relation
to their industry peers.
12,318 customers
8 countries
X1 annually
6. 6
A stock portfolio comprised of the
publicly traded simplest brands in our
Global Top Ten has outperformed the
major indexes for over 5 years.
Because simplicity does pay
+170%
Average outperformance over 5 years
11. 11
Simplicity Premium
Brands can reap real financial rewards
from embracing simplicity based on
the premium people are willing to pay.
Too often money is left on the table and
opportunities are missed to bring a
welcome value to people’s lives.
12. 12
Simplicity Premium
In the banking sector alone people
are prepared to pay 4.1%* for
simplified experiences. Particularly in
the Middle East, India and China.
$
£
€
*Global average
13. 13
Simplicity Premium
A reality that is not lost on the global
financial sector as they prioritise
investment in greater transparency,
clarity and trust.
14. 14
Every interaction in every
channel is an opportunity to
demonstrate simplicity and
clarity…particularly important
for customers searching for a
financial services partner.
Troy Williams, American Express
15. 15
World leaders in Simplicity
Not only are Germans masters of efficiency, they
boast three brands in the Global Top 10 for
Simplicity too.
3 out of 10
ain’t bad
16. 16
World leader in Simplicity
ALDI offers high quality at low prices with a
trimmed-down approach that makes decisions
easier and the shopping experience basic,
but rewarding.
- Simplicity
- Consistency
- Responsibility
#1 Global
17. 17
Leader
In the UK, First Direct was the highest
ranking financial services brand.
Celebrating its 25th Anniversary, it
continues to be appreciated for its
‘unexpected’ simplified banking and
customer centricity.
#10
18. 18
Laggard
For HSBC, it’s been a steady decline from
the middle of the pack to the Bottom 10
of the Global Brand Simplicity Index.
Respondents say customer service
leaves them with the impression that the
bank, not the customer, comes first
making “everything harder than it needs
to be.”
#80
19. 19
Challenger
Putting the emphasis on customer
relationships and competing on service
and convenience.
Staying true to the philosophy that sales
and profits are purely a by-product of
satisfied customers.
- Localise
- Personalise
- Amaze
Disrupter
é
20. 1,000 acts from 1,000
different people. That’s
when customer is truly at
the heart of the business.
Thomas Mueller, Chief Experience Officer, Siegel+Gale
21. 21
Redeemer?
“We should try to eliminate
things that unnecessarily
piss people off”
MichaelO’Leary
#89 (out of 90)
22. Customers don’t necessarily
stay when they’re satisfied,
but they’re more likely to
leave when they’re not.
Don Peppers, Peppers and Rogers Group, Branding Roundtable 2014
23. 23
The most successful brands
don’t try to be loved. They
succeed in being essential in
every way that matters.
Simplicity for them is the
ultimate disrupter.
26. 26
A new generation: Airbnb
Empoweringpeople
Reimaginingexperience
Removingfriction
Savingtime
Sidestepping traditional industry
protocols and shifting power to
consumers. Airbnb combined an
increasingly popular homestay trend
with the spirit of the sharing economy.
27. 27
A new generation: OVO energy
OVO energy see the value of developing
innovative technologies to improve customer
experience and engagement. Committed to a
long-term transformation into a social brand,
their mission is to encourage people to
discuss the energy sector as well as share
energy saving tips.
82%
Moneysupermarket.com Poll
Rated OVO Energy ‘Great’
for customer service making
them number one ahead of
all 27 energy suppliers.
Empoweringpeople
Reimaginingexperience
Removingfriction
Savingtime
28. 28
A new generation: Uber
Uber has taken the world by storm, quite
literally tapping into the desire for instant
service that adds value to our lives by
making them ever more seamless.
Not content with a mere transactional
positioning, Uber has landed with a
sense of purpose that goes a lot further
than A to B.
Empoweringpeople
Reimaginingexperience
Removingfriction
Savingtime
29. The growing ubiquity of
smartphones and the
experience that consumers
have with online giants like
Amazon are quickly
reshaping what is
expected of retail banks.
Monica Woodley, Editor, Economist Intelligence Unit
30. 30
A new generation: Technology
Technology companies are also changing the
priorities of the world’s major banks and pose
the biggest threat over the next 5 years. But
also potentially the greatest opportunity.
36%
The Economist Intelligence unit 2015
Empoweringpeople
Reimaginingexperience
Removingfriction
Savingtime
31. 31
A new generation: Nutmeg
An opportunity being seized by new
brands such as Nutmeg who seek to
demystify and open up markets like
any good challenger would. But
through simplicity, not force.
Empoweringpeople
Reimaginingexperience
Removingfriction
Savingtime
32. 32
Traditions are there to be
broken. Trust is there to
be earned.
The customer is now on
both sides.
33. 33
A new generation: Etihad
Pure in their mission to transform how
people see air travel and to make each
journey remarkable. Etihad haven’t
departed the traditions of hospitality,
they’ve reinvented them with their
people front and centre.
Empoweringpeople
Reimaginingexperience
Removingfriction
Savingtime
34. 34
Putting simplicity at the heart of the customer experience
Clear Purpose
Engaged People
Focused Offer
Refreshing Service