Modus - iStrategy Chicago

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The document discusses how understanding customers through research is key to success. It provides examples of tools and techniques for gathering customer insights from what they say and do, including surveys, interviews, web analytics, and user testing. Integrating insights from multiple sources allows businesses to better meet customer needs and outperform competitors. The document advocates making time for customer research to improve business outcomes.

Automotive

Whoever knows
their customers best

WINS
modus associates
DIGITAL STR ATE G Y + D E S IG N

Innovation is hard.
Let your customers help.
1. Why?
2. How?
3. Workshop

www.modusassociates.com 2

Scott McDonald Kristen Kulenych Graham Ericksen
Co-founder, Co-founder, Principal, Director of
Managing Director Chief Experience Officer Strategy & Innovation

modus associates
DIGITAL STR ATEGY + DESIGN

Why we’re here
Where should you place your bets
in a world where everything is changing
and anything seems possible?

www.modusassociates.com 4

“Nice, but as long as there are readers there will be scrolls.”

Today’s takeaway
A practical framework you can use today
to improve profitability and better
serve your customers online

i.e., To place the
right bets.

www.modusassociates.com 6

Customer focus is in vogue...
ROLES ASSOCIATIONS

BOOKS

ARTICLES

www.modusassociates.com 8

“Of course it’s about
our customers.”

www.modusassociates.com 9

100s surveyed
The business consultancy Bain & Company
surveyed hundreds of companies that
felt they delivered superior customer
experiences.

www.modusassociates.com 10

only 8% agree
But in reality, only 8% of those
companies’ customers agreed that the
experience was superior.

www.modusassociates.com 11

only $ of $ 1 80
“For every $80 companies spend
driving traffic to their websites, only $1
is spent converting that traffic into
customers.”

www.modusassociates.com 12

What’s at stake...

www.modusassociates.com 13

10-to-1 margin
“A three-year study of more than 40 Fortune
500 companies by research firm Peer Insight
found companies focused on customer
experience design outperformed the
S&P 500 by a 10-to-1 margin.”

www.modusassociates.com 14

Customer-Centric Firms Are Leaders

www.modusassociates.com 16

Keys to getting
a complete picture:
1. Variety of sources
2. What customers SAY and DO

www.modusassociates.com 18

What they DO
Some tools and techniques:
+ Ethnographic research
+ User testing of your sites & products
+ Web traffic analysis
+ Industry / Third-party research
+ Competitive & best practices benchmarking

www.modusassociates.com 19

What they SAY
Some tools and techniques:
+ Customer interviews & focus groups
+ Surveys and questionnaires
+ Feedback forms
+ Customer service logs
+ Social media monitoring

www.modusassociates.com 20

Imagine if you will…

www.modusassociates.com 22

Imagine if you will…

Business Mandate:
Book more
rooms online

www.modusassociates.com 23

Insights:
+ Key competitor launches
customer reviews on
their website
Com petitor + Another offers upload
Review and share your trip
photos

www.modusassociates.com 24

Insight:
+ Travelers don’t trust
the reviews on hotel
websites. They prefer Industry
third-party sites like
TripAdvisor.
Research

www.modusassociates.com 25

Insight:
+ Users overwhelmingly
User rejected the “upload
Testing photos and stories” idea

www.modusassociates.com 26

Insights:
+ Deals & discounts most
popular section
+ 40% of searches are Traffic
returning no results Analysis

www.modusassociates.com 27

Insights:
C ustomer Why people are calling:
Service 1. Website was confusing
Logs
2. Thought they would
get a better deal by
phone

www.modusassociates.com 28

Insights:
+ Most site visitors believe
aggregators have the
best pricing.
+ 67% were unaware of
best rate guarantee. Customer
+ 37% never heard of Surveys
Loyalty Program.

www.modusassociates.com 29

Insights:
Desired information:

stomer
+ rice
P
Cu + Deals and discounts
Int erviews + Destination information

www.modusassociates.com 30

The difference between
knowing & guessing
7%
11 %
Entry Page
Bounce

88
Yearly Site
Revenue %
92
Rewards Program
%
Email Newsletter
Sign-up
Sign-up
68%
Special Offers
Revenue

www.modusassociates.com 31

Competitor User
Review Testing
Industry
Research

Customer
Service
Traffic Logs
Analysis
Customer
Surveys Customer
Interviews

www.modusassociates.com 32

Competitor User
Review Testing
Industry
Research

Traffic
Analysis

www.modusassociates.com 33

Competitor
Review
Industry
Research

www.modusassociates.com 34

Could it really be
this straightforward?

Why not?
“We don’t have time…

www.modusassociates.com 36

Why not?
“We don’t have time
to be successful.”

www.modusassociates.com 37

Make the time
to be successful.

www.modusassociates.com 38

Whoever knows
their customers best

WINS

+ For more information visit
modusassociates.com

+ Continue the conversation at
linkedin.com/iStrategy

Rhetoric v. Reality

Hertz images

www.modusassociates.com 41

The Akron chapter of the American Advertising Federation and Canton Advertising Federation jointly present a professional development seminar on measuring social media success. Featured speaker Bill Balderaz, founder of Columbus-based Webbed Marketing, will discuss how businesses and marketing, advertising and PR professionals can associate hard results with social media campaigns. His topics will include: Determining the value of social media and understanding its metrics, Integrating social media campaigns and business goals and Determining social media ROI and helping clients select the right tools to measure it.

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Value of a Facebook Fan 2013: Summary of Findings

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Brand marketers are sobering up and asking hard questions around the ROI of social marketing. Perhaps no question is asked more often than “What is the value of a Facebook brand Fan?” According to new Syncapse empirical research, the average value of brand Fans in key consumer categories has increased 28% to $174.17. Not only do they tend to be brand users first, they spend more, engage more, advocate more, and are more loyal. The significant and increasing value of a Facebook brand Fan affirms past social marketing investment and mandates deeper commitment and accountability in the future. Read the summary and download the full report on www.syncapse.com

Social networks are well-established, as is e-commerce, but it’s only now that we’re seeing the meshing of the two and a great deal of hype around the possibilities. This report charts how retailers and other brands are using the social graph to engage consumers wherever they may be—creating more personal, accessible experiences—and to amplify word-of-mouth. “Social Commerce” examines three key trends: the rise of Facebook commerce (retailers selling directly on Facebook), overlaying the social graph on e-commerce sites and introducing that social graph to the brick-and-mortar world. It looks at what innovative retailers and others are doing in these areas, as well as what’s driving each trend and the significance and potential for marketers. It also spotlights things to watch in this space, from apps that enable sharing while shopping to Facebook Credits. In addition to desk research, we interviewed experts and influencers in research, technology and business, and conducted a quantitative survey in the U.S. and the U.K. The survey used SONAR™, JWT’s proprietary online research tool, to poll 971 adults aged 20-plus from May 20–June 1, 2011.

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Comprehensive program for Agricultural Finance, the Automotive Sector, and Empowerment . We will define the full scope and provide a detailed two-week plan for identifying strategic partners in each area within Limpopo, including target areas.: 1. Agricultural : Supporting Primary and Secondary Agriculture • Scope: Provide support solutions to enhance agricultural productivity and sustainability. • Target Areas: Polokwane, Tzaneen, Thohoyandou, Makhado, and Giyani. 2. Automotive Sector: Partnerships with Mechanics and Panel Beater Shops • Scope: Develop collaborations with automotive service providers to improve service quality and business operations. • Target Areas: Polokwane, Lephalale, Mokopane, Phalaborwa, and Bela-Bela. 3. Empowerment : Focusing on Women Empowerment • Scope: Provide business support support and training to women-owned businesses, promoting economic inclusion. • Target Areas: Polokwane, Thohoyandou, Musina, Burgersfort, and Louis Trichardt. We will also prioritize Industrial Economic Zone areas and their priorities. Sign up on https://profilesmes.online/welcome/ To be eligible: 1. You must have a registered business and operate in Limpopo 2. Generate revenue 3. Sectors : Agriculture ( primary and secondary) and Automative Women and Youth are encouraged to apply even if you don't fall in those sectors.

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AadiShakti Projects ( Asp Cranes ) Raipur

AadiShakti Projects

Welcome to ASP Cranes, your trusted partner for crane solutions in Raipur, Chhattisgarh! With years of experience and a commitment to excellence, we offer a comprehensive range of crane services tailored to meet your lifting and material handling needs. At ASP Cranes, we understand the importance of reliable and efficient crane operations in various industries, from construction and manufacturing to logistics and infrastructure development. That's why we strive to deliver top-notch solutions that enhance productivity, safety, and cost-effectiveness for our clients. Our services include: Crane Rental: Whether you need a crawler crane for heavy lifting or a hydraulic crane for versatile operations, we have a diverse fleet of well-maintained cranes available for rent. Our rental options are flexible and can be customized to suit your project requirements. Crane Sales: Looking to invest in a crane for your business? We offer a wide selection of new and used cranes from leading manufacturers, ensuring you find the perfect equipment to match your needs and budget. Crane Maintenance and Repair: To ensure optimal performance and safety, regular maintenance and timely repairs are essential for cranes. Our team of skilled technicians provides comprehensive maintenance and repair services to keep your equipment running smoothly and minimize downtime. Crane Operator Training: Proper training is crucial for safe and efficient crane operation. We offer specialized training programs conducted by certified instructors to equip operators with the skills and knowledge they need to handle cranes effectively. Custom Solutions: We understand that every project is unique, which is why we offer custom crane solutions tailored to your specific requirements. Whether you need modifications, attachments, or specialized equipment, we can design and implement solutions that meet your needs. At ASP Cranes, customer satisfaction is our top priority. We are dedicated to delivering reliable, cost-effective, and innovative crane solutions that exceed expectations. Contact us today to learn more about our services and how we can support your project in Raipur, Chhattisgarh, and beyond. Let ASP Cranes be your trusted partner for all your crane needs!

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一比一原版(AIS毕业证)奥克兰商学院毕业证成绩单如何办理

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𝘼𝙣𝙩𝙞𝙦𝙪𝙚 𝙋𝙡𝙖𝙨𝙩𝙞𝙘 𝙏𝙧𝙖𝙙𝙚𝙧𝙨 𝙞𝙨 𝙫𝙚𝙧𝙮 𝙛𝙖𝙢𝙤𝙪𝙨 𝙛𝙤𝙧 𝙢𝙖𝙣𝙪𝙛𝙖𝙘𝙩𝙪𝙧𝙞𝙣𝙜 𝙩𝙝𝙚𝙞𝙧 𝙥𝙧𝙤𝙙𝙪𝙘𝙩𝙨. 𝙒𝙚 𝙝𝙖𝙫𝙚 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙥𝙡𝙖𝙨𝙩𝙞𝙘 𝙜𝙧𝙖𝙣𝙪𝙡𝙚𝙨 𝙪𝙨𝙚𝙙 𝙞𝙣 𝙖𝙪𝙩𝙤𝙢𝙤𝙩𝙞𝙫𝙚 𝙖𝙣𝙙 𝙖𝙪𝙩𝙤 𝙥𝙖𝙧𝙩𝙨 𝙖𝙣𝙙 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙛𝙖𝙢𝙤𝙪𝙨 𝙘𝙤𝙢𝙥𝙖𝙣𝙞𝙚𝙨 𝙗𝙪𝙮 𝙩𝙝𝙚 𝙜𝙧𝙖𝙣𝙪𝙡𝙚𝙨 𝙛𝙧𝙤𝙢 𝙪𝙨. Over the 10 years, we have gained a strong foothold in the market due to our range's high quality, competitive prices, and time-lined delivery schedules.

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Modus - iStrategy Chicago

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7. Innovating with y? customers: W h

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15. www.modusassociates.com 15

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