The document discusses the next generation of financial services in Russia and key trends impacting Russian customers and companies over the next 3 years. It highlights that younger Russians are adopting the internet at similar rates to Western Europe. While online banking is dominant in other countries, only 8% of Russians currently use it, showing significant room for growth. The document also outlines challenges for Russian companies, such as truly knowing their customers in the new "Age of the Customer", addressing customers across multiple devices and locations, and embracing mobility as smartphones and tablets proliferate.
Social Media Analytics Helps UNICEF Save LivesEmily Chambliss
In the last years, UNICEF Central and Eastern Europe – Commonwealth of Independent States (CEECIS) region has been troubled with the rise of a strong anti-vaccine sentiment, which has found popular expression through digital and social media.
The Social and Civic Media Section, within the Division of Communication, in collaboration with the CEECIS regional office pioneered in monitoring public social media discussions among concerned parents about anti vaccination sentiments. The findings help to understand who influences opinions, what concerns are the strongest among parents and how to best engage in communication and public advocacy efforts.
2010 pop cap_social_gaming_research_resultsweichengwendao
1) Social game players average 43 years old, with 20% under 30 and 38% over 50. Americans tend to be older than Brits.
2) Most social gamers are either single without children (28%) or married with children at home (28%).
3) The largest groups work full-time (41%) or are retired (13%), though more Brits work full-time and Americans are retired.
Social Media aroud the World in One Day at STIMA Trends NightInSites on Stage
Social Media around the World in One Day by Hakim Zemni (Managing Director InSites Consulting Belgium), presented at the STIMA Trends Night on February 21, 2013 in Belgium.
The documents summarize survey results from Raddon Financial Group about consumers' confidence in and use of social networks for financial advice and services. The key findings are:
- Less than half of consumers would feel confident obtaining financial advice from a social network.
- Only 1% said social network advice influenced a financial product purchase.
- Facebook is the most commonly accessed social network, used by 52% of consumers monthly.
- Bankrate.com is the most used site for comparing financial product rates and features.
Commissioned by the Canadian Association of Radio Broadcasters, this survey is an adjunct to a larger Canadian study exploring the role and relevance of radio in today’s fast-changing media landscape. The purpose of this U.S. survey was to better understand the impact of Pandora on broadcast radio in the U.S. in advance of Pandora’s anticipated launch in Canada within the next few years.
Social Media for Pharma: Past, Present and FutureGigi Peterkin
The potential of using social media to increase awareness of healthcare issues, find health related information - and products - has become the ‘hot’ subject in pharmaceutical communications; an increasing proliferation of ‘patient-to-physician’ and ‘physician-to-physician’ websites means that healthcare information is more widely available than ever before. How can pharma be engaging in this conversation...and with whom?
Originally presented at the Social Media in Pharma workshop in London, this presentation takes a look back at where the industry has been, where many industry players are, and what's on the horizon for digital health.
Highlights from the 2012 SNCR research study The Social Mind. The Social Mind research project explores the interrelationships created by the consumption of information across social media channels and influence flow. The findings will enable B2B, B2P, B2C or Cause marketers to understand the importance and relevance of content - and - its ultimate impact and influence on behaviors, beliefs, decisions and actions. The Social Mind research will identify the key characteristics and insights into the engagement behaviors of individuals and how organizations can maximize reach and influence to execute the new Principals of Engagement in the millennium.
The document discusses the origins and goals of the Pritzker Podcast, which was the first use of podcasting in medical school admissions. It aims to provide transparency about the medical school application process and build rapport with applicants. With low production costs, the podcast reaches thousands of listeners and has received positive feedback about helping applicants prepare for interviews and encouraging their decision to attend. There is potential to expand podcasting to other areas of medical education.
Social Media Analytics Helps UNICEF Save LivesEmily Chambliss
In the last years, UNICEF Central and Eastern Europe – Commonwealth of Independent States (CEECIS) region has been troubled with the rise of a strong anti-vaccine sentiment, which has found popular expression through digital and social media.
The Social and Civic Media Section, within the Division of Communication, in collaboration with the CEECIS regional office pioneered in monitoring public social media discussions among concerned parents about anti vaccination sentiments. The findings help to understand who influences opinions, what concerns are the strongest among parents and how to best engage in communication and public advocacy efforts.
2010 pop cap_social_gaming_research_resultsweichengwendao
1) Social game players average 43 years old, with 20% under 30 and 38% over 50. Americans tend to be older than Brits.
2) Most social gamers are either single without children (28%) or married with children at home (28%).
3) The largest groups work full-time (41%) or are retired (13%), though more Brits work full-time and Americans are retired.
Social Media aroud the World in One Day at STIMA Trends NightInSites on Stage
Social Media around the World in One Day by Hakim Zemni (Managing Director InSites Consulting Belgium), presented at the STIMA Trends Night on February 21, 2013 in Belgium.
The documents summarize survey results from Raddon Financial Group about consumers' confidence in and use of social networks for financial advice and services. The key findings are:
- Less than half of consumers would feel confident obtaining financial advice from a social network.
- Only 1% said social network advice influenced a financial product purchase.
- Facebook is the most commonly accessed social network, used by 52% of consumers monthly.
- Bankrate.com is the most used site for comparing financial product rates and features.
Commissioned by the Canadian Association of Radio Broadcasters, this survey is an adjunct to a larger Canadian study exploring the role and relevance of radio in today’s fast-changing media landscape. The purpose of this U.S. survey was to better understand the impact of Pandora on broadcast radio in the U.S. in advance of Pandora’s anticipated launch in Canada within the next few years.
Social Media for Pharma: Past, Present and FutureGigi Peterkin
The potential of using social media to increase awareness of healthcare issues, find health related information - and products - has become the ‘hot’ subject in pharmaceutical communications; an increasing proliferation of ‘patient-to-physician’ and ‘physician-to-physician’ websites means that healthcare information is more widely available than ever before. How can pharma be engaging in this conversation...and with whom?
Originally presented at the Social Media in Pharma workshop in London, this presentation takes a look back at where the industry has been, where many industry players are, and what's on the horizon for digital health.
Highlights from the 2012 SNCR research study The Social Mind. The Social Mind research project explores the interrelationships created by the consumption of information across social media channels and influence flow. The findings will enable B2B, B2P, B2C or Cause marketers to understand the importance and relevance of content - and - its ultimate impact and influence on behaviors, beliefs, decisions and actions. The Social Mind research will identify the key characteristics and insights into the engagement behaviors of individuals and how organizations can maximize reach and influence to execute the new Principals of Engagement in the millennium.
The document discusses the origins and goals of the Pritzker Podcast, which was the first use of podcasting in medical school admissions. It aims to provide transparency about the medical school application process and build rapport with applicants. With low production costs, the podcast reaches thousands of listeners and has received positive feedback about helping applicants prepare for interviews and encouraging their decision to attend. There is potential to expand podcasting to other areas of medical education.
The survey found that most online consumers own basic devices like desktop PCs and cell phones, while ownership drops for less necessary devices. Online activities are led by researching and purchasing products, though social networking is growing. Consumers' top online security measures are antivirus software and pop-up blockers. Broadband adoption is driven mainly by faster communication speeds. While awareness of VoIP is high, few consumers currently use the service. The mobile internet is useful for four in ten phone owners, but improvements around cost, speed and screen size could increase usage. Overall the survey provides insights into consumers' technology ownership, online behaviors, and views around emerging services.
Mobile Social Networks Best Practices from AsiaBenjamin Joffe
October update for Mobile Monday Beijing of our popular presentation at O\'Reilly\'s \"Graphing Social Patterns" conference in June 2008. See how leading Asian mobile SNS are faring compared to Facebook, and learn how they do it.
comScore's Presentation Google's Think Digital Vietnam 11-Dec-2012Joe Nguyen
Vietnam has a young and growing internet population, with over half between ages 15-34. Social networking dominates users' time online, though e-commerce remains limited due to lack of banking and travel infrastructure. Online video is also very popular, with local sites gaining viewership. While mobile and tablet usage is increasing, Vietnam's total time spent online exceeds other Southeast Asian countries. Overall digital advertising is a small portion of Vietnam's total ad spend but is growing each year.
Listening and Responding to Your Customers and ProspectsLaSandra Brill
Listening is the muse of social media that inspires action. In this session, hear real-life examples on how you can drive business results with actionable listening and integrate your online and offline findings to create a holistic "outside-in" view of your brand. [Presented at the #SMSS in Las Vegas Feb 8th] - slide credits go to @steffymarx
The document summarizes the results of a survey about how Wi-Fi has changed people's lives and behaviors. Some key findings are:
- Most people use Wi-Fi daily and check for connections when outside of work to access the internet for free.
- Using Wi-Fi increases interaction and communication with friends through social media like Facebook.
- Even those with cellular data plans prefer Wi-Fi for its stability and speed over 3G/4G networks.
- The ubiquitous availability of Wi-Fi has led to more information access and improved relationships through greater online interactions.
Sharing the latest research on social media and the communications industry (...WBandAMktRes
In this webinar, WB&A Market Research’s Steve Stern shared findings from the Capitol Communicator-WB&A Market Research Intelligent Insights studies on how consumers are engaging with social media and using smartphones and tablets. Areas covered included consumer use and perceptions of on-line reviews in their purchasing decisions, use of QR codes, purchase of daily deals from companies like LivingSocial and Groupon, and the degree to which consumers are engaging with brands and companies on Facebook and Twitter. We looked at how consumers are using smartphones vs. tablets—which activities are performed most frequently on both types of devices. Results of a recent national survey were contrasted with findings from an earlier study of Washington, DC and Baltimore area consumers. We shared the initial findings from the second annual Communications Industry Survey of Washington, Baltimore, and Richmond. We looked at how those in the Communications Industry are engaging with social media and compared to the general public. A roundtable of communications industry/social media leaders provided their interpretations of the research findings.
Presented/Moderated by Steve Stern, Senior Vice President, WB&A Market Research and Debbie Friez, Technology Editor, Capitol Communicator with Jonathan Rick of The Jonathan Rick Group and Truett Reed of Susan Davis International.
This webinar was offered in response to the sellout of the February 20th Social Media Week DC Event at Susan Davis International, Washington, DC.
Lee Rainie, Director of the Pew Research Center’s Internet & American Life Project, will share findings from a new report on e-book lending at libraries. He will also discuss other research about the rise of e-books, their impact on people’s reading habits, and the way that library patrons are hoping to avail themselves of e-book borrowing. Finally, he will explore general reading trends and describe the next steps in the Project’s ongoing research about the evolving role of libraries.
This document discusses Americans' reading habits and how they are shifting to digital formats. It provides statistics on internet and device usage in the United States from 2000 to 2012. Some key points:
- Internet usage among US adults has grown from 46% in 2000 to 82% in 2012, with mobile devices fundamentally changing how people access information.
- E-book reader and tablet ownership has risen significantly in recent years, with 29% of US adults now owning one of these specialized devices for digital reading.
- Social media usage has also increased dramatically, with 65% of US adults now using social networking sites like Facebook on a regular basis.
- Smartphone ownership is high, at 46% of US adults, and is
This document summarizes key findings from the 2008 Arbitron/Edison Internet and Multimedia Study regarding podcast consumption. Some key findings include:
- Awareness of podcasting has stabilized at 37% of the population.
- Listening to and viewing of podcasts increased significantly from 2006 to 2008, with 18% having listened to an audio podcast and 16% having watched a video podcast.
- Podcast consumers tend to be younger, more educated, have higher incomes, and spend more time online than non-consumers. They are also more likely to purchase digital content and block advertising.
- Most podcast consumption occurs on desktop computers, though mobile phones are increasingly used. The television writers' strike
Seattle Interactive Conference - Social and SeachMicrosoft
The document discusses research into how people find and use opinions from various sources when making different types of decisions. It finds that people rely on a diverse set of sources that varies depending on the type of decision. For everyday purchases, people most often consider reviews on retailer sites and online review sites, while for important decisions like choosing a doctor they place more weight on opinions from people they know personally. The factors that influence which opinions people find most helpful can differ depending on whether the decision is related to day-to-day tasks, commercial services, or entertainment.
This document discusses the importance of customer experience and provides an overview of key concepts. It defines customer experience as how customers perceive their interactions with a company. Success requires following a four-phased path from repairing issues to differentiating through experiences. Six disciplines are identified to consistently deliver the right customer experience: customer understanding, strategy, culture, governance, design, and measurement. The business case is that better customer experience can drive higher revenues and lower expenses.
Putting the Experience in Digital Customer ExperienceCognizant
As the digital revolution has gained momentum, it has become widely understood that the “digital customer experience” is the key to engage with, delight and monetize customers in the modern world. However, only a miniscule number of companies believe their customers’ current digital experience qualifies as “excellent,” our primary research reveals.
Part of the “Leadership” Research, Innovation and Enterprise Exchange
powered by PechaKucha
Thu 25 Apr, 2013
University of Salford
http://uosleadershipexchange.eventbrite.co.uk
http://www.youtube.com/user/RIEUSalford
http://www.pechakucha.org/channels/powered-by-pechakucha
Engage Customer 2015 - Future of Customer Experience in 2020IT Decisions
This document discusses changes in customer experience (CX) and how organizations must adapt. It notes that technology advances like virtual and augmented reality, wearables, and the Internet of Things will further transform the customer journey and expectations. Specifically, customers now engage with brands across many channels and expect a seamless omnichannel experience. It emphasizes that voice remains an important channel but should be easier to access. Additionally, organizations must create cross-functional customer experience hubs to coordinate all touchpoints. Finally, the summary recommends that CX professionals focus on understanding changing customer behaviors, integrating customer interactions, and setting goals related to immediate CX shifts like omnichannel and changing channels and journeys.
Shaun Smith kertoo videotervehdyksessään näkemyksiään CX-ajattelun tuomisesta osaksi organisaatiokulttuuria. Mitkä ovat onnistumisen avaimet? Mihin pitää varautua? Miksi CX-hankkeet epäonnistuvat ja miten tämän voi välttää?
Katso videot: https://www.youtube.com/playlist?list=PLel_Kz6o4e9TpvPi6RFY7D_H313wJU_8O
Osallistu CX Masterclassiin 24.1. ja/tai VIP-brunssille Shaun Smithin seurassa 25.1.2017! Lisätiedot: www.cxmasterclass.fi
Advanced Targeting Techniques to Drive More App InstallsInMobi
1. The document discusses advanced targeting techniques for app developers to drive app downloads, including retargeting users who have viewed or clicked on ads, look-alike modeling to target similar users, and negative targeting to avoid showing ads to users of competing apps.
2. It also discusses ensuring targeting is accurate and effective through cross-channel de-duplication of user identifiers and auto-fatigue management to optimize ad frequency over multiple clicks.
3. The document provides five questions for app developers to ask their ad networks about user identification, privacy, campaign scale, tracking, and targeting combination.
Management and Design of Digital Products Jovana Tokic
The document discusses digital product management and design. It provides background on the author and defines a digital product. It describes the roles of a product manager in coordinating stakeholders like design, technology, business and users. It also discusses product design and the importance of user-centered design. Designers focus on discovering user needs rather than prescribed solutions. An example is provided of how Facebook addressed the need for more options beyond likes. The document stresses the importance of iteration and testing prototypes with users to build great, minimal products that solve specific problems.
6 reasons why you need data driven marketingRedspire Ltd
This document outlines 6 reasons why data-driven marketing is important and more effective than instinct-based marketing. It argues that data is everywhere, especially within a company's CRM platform, and that data allows insights to be measurable and drives stronger emotional engagement with customers. It concludes that CRM connects data-driven insights with targeted communication actions across channels.
The survey found that most online consumers own basic devices like desktop PCs and cell phones, while ownership drops for less necessary devices. Online activities are led by researching and purchasing products, though social networking is growing. Consumers' top online security measures are antivirus software and pop-up blockers. Broadband adoption is driven mainly by faster communication speeds. While awareness of VoIP is high, few consumers currently use the service. The mobile internet is useful for four in ten phone owners, but improvements around cost, speed and screen size could increase usage. Overall the survey provides insights into consumers' technology ownership, online behaviors, and views around emerging services.
Mobile Social Networks Best Practices from AsiaBenjamin Joffe
October update for Mobile Monday Beijing of our popular presentation at O\'Reilly\'s \"Graphing Social Patterns" conference in June 2008. See how leading Asian mobile SNS are faring compared to Facebook, and learn how they do it.
comScore's Presentation Google's Think Digital Vietnam 11-Dec-2012Joe Nguyen
Vietnam has a young and growing internet population, with over half between ages 15-34. Social networking dominates users' time online, though e-commerce remains limited due to lack of banking and travel infrastructure. Online video is also very popular, with local sites gaining viewership. While mobile and tablet usage is increasing, Vietnam's total time spent online exceeds other Southeast Asian countries. Overall digital advertising is a small portion of Vietnam's total ad spend but is growing each year.
Listening and Responding to Your Customers and ProspectsLaSandra Brill
Listening is the muse of social media that inspires action. In this session, hear real-life examples on how you can drive business results with actionable listening and integrate your online and offline findings to create a holistic "outside-in" view of your brand. [Presented at the #SMSS in Las Vegas Feb 8th] - slide credits go to @steffymarx
The document summarizes the results of a survey about how Wi-Fi has changed people's lives and behaviors. Some key findings are:
- Most people use Wi-Fi daily and check for connections when outside of work to access the internet for free.
- Using Wi-Fi increases interaction and communication with friends through social media like Facebook.
- Even those with cellular data plans prefer Wi-Fi for its stability and speed over 3G/4G networks.
- The ubiquitous availability of Wi-Fi has led to more information access and improved relationships through greater online interactions.
Sharing the latest research on social media and the communications industry (...WBandAMktRes
In this webinar, WB&A Market Research’s Steve Stern shared findings from the Capitol Communicator-WB&A Market Research Intelligent Insights studies on how consumers are engaging with social media and using smartphones and tablets. Areas covered included consumer use and perceptions of on-line reviews in their purchasing decisions, use of QR codes, purchase of daily deals from companies like LivingSocial and Groupon, and the degree to which consumers are engaging with brands and companies on Facebook and Twitter. We looked at how consumers are using smartphones vs. tablets—which activities are performed most frequently on both types of devices. Results of a recent national survey were contrasted with findings from an earlier study of Washington, DC and Baltimore area consumers. We shared the initial findings from the second annual Communications Industry Survey of Washington, Baltimore, and Richmond. We looked at how those in the Communications Industry are engaging with social media and compared to the general public. A roundtable of communications industry/social media leaders provided their interpretations of the research findings.
Presented/Moderated by Steve Stern, Senior Vice President, WB&A Market Research and Debbie Friez, Technology Editor, Capitol Communicator with Jonathan Rick of The Jonathan Rick Group and Truett Reed of Susan Davis International.
This webinar was offered in response to the sellout of the February 20th Social Media Week DC Event at Susan Davis International, Washington, DC.
Lee Rainie, Director of the Pew Research Center’s Internet & American Life Project, will share findings from a new report on e-book lending at libraries. He will also discuss other research about the rise of e-books, their impact on people’s reading habits, and the way that library patrons are hoping to avail themselves of e-book borrowing. Finally, he will explore general reading trends and describe the next steps in the Project’s ongoing research about the evolving role of libraries.
This document discusses Americans' reading habits and how they are shifting to digital formats. It provides statistics on internet and device usage in the United States from 2000 to 2012. Some key points:
- Internet usage among US adults has grown from 46% in 2000 to 82% in 2012, with mobile devices fundamentally changing how people access information.
- E-book reader and tablet ownership has risen significantly in recent years, with 29% of US adults now owning one of these specialized devices for digital reading.
- Social media usage has also increased dramatically, with 65% of US adults now using social networking sites like Facebook on a regular basis.
- Smartphone ownership is high, at 46% of US adults, and is
This document summarizes key findings from the 2008 Arbitron/Edison Internet and Multimedia Study regarding podcast consumption. Some key findings include:
- Awareness of podcasting has stabilized at 37% of the population.
- Listening to and viewing of podcasts increased significantly from 2006 to 2008, with 18% having listened to an audio podcast and 16% having watched a video podcast.
- Podcast consumers tend to be younger, more educated, have higher incomes, and spend more time online than non-consumers. They are also more likely to purchase digital content and block advertising.
- Most podcast consumption occurs on desktop computers, though mobile phones are increasingly used. The television writers' strike
Seattle Interactive Conference - Social and SeachMicrosoft
The document discusses research into how people find and use opinions from various sources when making different types of decisions. It finds that people rely on a diverse set of sources that varies depending on the type of decision. For everyday purchases, people most often consider reviews on retailer sites and online review sites, while for important decisions like choosing a doctor they place more weight on opinions from people they know personally. The factors that influence which opinions people find most helpful can differ depending on whether the decision is related to day-to-day tasks, commercial services, or entertainment.
This document discusses the importance of customer experience and provides an overview of key concepts. It defines customer experience as how customers perceive their interactions with a company. Success requires following a four-phased path from repairing issues to differentiating through experiences. Six disciplines are identified to consistently deliver the right customer experience: customer understanding, strategy, culture, governance, design, and measurement. The business case is that better customer experience can drive higher revenues and lower expenses.
Putting the Experience in Digital Customer ExperienceCognizant
As the digital revolution has gained momentum, it has become widely understood that the “digital customer experience” is the key to engage with, delight and monetize customers in the modern world. However, only a miniscule number of companies believe their customers’ current digital experience qualifies as “excellent,” our primary research reveals.
Part of the “Leadership” Research, Innovation and Enterprise Exchange
powered by PechaKucha
Thu 25 Apr, 2013
University of Salford
http://uosleadershipexchange.eventbrite.co.uk
http://www.youtube.com/user/RIEUSalford
http://www.pechakucha.org/channels/powered-by-pechakucha
Engage Customer 2015 - Future of Customer Experience in 2020IT Decisions
This document discusses changes in customer experience (CX) and how organizations must adapt. It notes that technology advances like virtual and augmented reality, wearables, and the Internet of Things will further transform the customer journey and expectations. Specifically, customers now engage with brands across many channels and expect a seamless omnichannel experience. It emphasizes that voice remains an important channel but should be easier to access. Additionally, organizations must create cross-functional customer experience hubs to coordinate all touchpoints. Finally, the summary recommends that CX professionals focus on understanding changing customer behaviors, integrating customer interactions, and setting goals related to immediate CX shifts like omnichannel and changing channels and journeys.
Shaun Smith kertoo videotervehdyksessään näkemyksiään CX-ajattelun tuomisesta osaksi organisaatiokulttuuria. Mitkä ovat onnistumisen avaimet? Mihin pitää varautua? Miksi CX-hankkeet epäonnistuvat ja miten tämän voi välttää?
Katso videot: https://www.youtube.com/playlist?list=PLel_Kz6o4e9TpvPi6RFY7D_H313wJU_8O
Osallistu CX Masterclassiin 24.1. ja/tai VIP-brunssille Shaun Smithin seurassa 25.1.2017! Lisätiedot: www.cxmasterclass.fi
Advanced Targeting Techniques to Drive More App InstallsInMobi
1. The document discusses advanced targeting techniques for app developers to drive app downloads, including retargeting users who have viewed or clicked on ads, look-alike modeling to target similar users, and negative targeting to avoid showing ads to users of competing apps.
2. It also discusses ensuring targeting is accurate and effective through cross-channel de-duplication of user identifiers and auto-fatigue management to optimize ad frequency over multiple clicks.
3. The document provides five questions for app developers to ask their ad networks about user identification, privacy, campaign scale, tracking, and targeting combination.
Management and Design of Digital Products Jovana Tokic
The document discusses digital product management and design. It provides background on the author and defines a digital product. It describes the roles of a product manager in coordinating stakeholders like design, technology, business and users. It also discusses product design and the importance of user-centered design. Designers focus on discovering user needs rather than prescribed solutions. An example is provided of how Facebook addressed the need for more options beyond likes. The document stresses the importance of iteration and testing prototypes with users to build great, minimal products that solve specific problems.
6 reasons why you need data driven marketingRedspire Ltd
This document outlines 6 reasons why data-driven marketing is important and more effective than instinct-based marketing. It argues that data is everywhere, especially within a company's CRM platform, and that data allows insights to be measurable and drives stronger emotional engagement with customers. It concludes that CRM connects data-driven insights with targeted communication actions across channels.
Customer Experience, Culture & InnovationLisa Church
We operate in a world where more than half of consumers would switch brands to get better customer service. Distinguishing ourselves from our ever-changing competition is becoming tougher by the day. This presentation will provide you with strategies for engaging your staff in the innovation process and incorporating your customer service values into the culture
To build a data-driven marketing organization, companies should first assess their available technology, data assets, and business strategies. They should then map out use cases to grow revenue or customers. Creating a long-term road map that ties marketing initiatives to strategic objectives and leverages available technology and partners is important. Addressing attribution capabilities is also critical when adopting a data-driven approach. Taking the time for proper planning increases the chances of success in transforming the marketing organization.
Data Driven Marketing (DDM) involves making marketing decisions based on analysis of customer data. It is customer-centric and focuses on collecting data about customer transactions, behavior, and interactions to gain insights. DDM requires implementing marketing technology to automate processes, collecting and analyzing large amounts of customer data, and changing marketing teams and processes to be more data-driven. Fully implementing DDM is a long-term transformation that requires investments in systems, databases, teams, and new processes.
BUILDING YOUR CX STRATEGY: SEVEN DIMENSIONS FOR SUCCESSCorey Miller
This document discusses building a successful customer experience (CX) strategy and outlines seven dimensions for success. It notes that while improving CX is a strategic priority for many companies, few actually deliver an excellent CX. The document then discusses the current state of CX, how customers are in control and informed, and the importance of brand, loyalty, and consistency across all customer touchpoints to uphold the brand promise. It advocates developing a CX strategy that supports the company's mission and values to provide a meaningful, personalized experience for customers.
This document discusses data-driven marketing and Anthropic's approach. It provides the following key points:
1. Data-driven marketing uses customer data from all touchpoints to personalize marketing based on customer behaviors and make brands more responsive.
2. 93% of Finnish business directors see data-driven marketing as crucial for business success, particularly for driving sales and customer retention.
3. Anthropic takes a global, people-focused approach to data-driven marketing to give clients a competitive advantage through technology, analytics, and data-driven activation.
The document summarizes a roundtable event hosted by Forrester Research to discuss the future of the social web. 38 representatives from brands, social media vendors, and Forrester Research participated. The group generated 4 predictions for the future of the social web: 1) Community participation in marketing/strategy/product development, 2) Brands participating in organic communities, 3) Work style evolving through external collaboration, and 4) Single user identity with multiple facets. Challenges and potential solutions were then discussed for each prediction. The event aimed to develop relationships within the ecosystem and inform Forrester's leadership in social computing research.
The document summarizes a roundtable event hosted by Forrester Research to discuss the future of the social web. 38 representatives from brands, social media vendors, and Forrester Research participated. The group generated 4 predictions for the future of the social web: 1) Community participation in marketing/strategy/product development, 2) Brand participation in organic communities, 3) Evolution of work styles through collaboration, and 4) Single user identity with multiple facets. Challenges and potential solutions were then discussed for each prediction. The event aimed to develop relationships within the ecosystem and inform Forrester's leadership in social computing research.
1) The document discusses segmentation strategies for social media marketing. It explores segmenting audiences based on interests, behaviors, and areas of social media activity.
2) Examples of segmenting include looking at which fan pages or networks users interact with most, their preferred content types like photos vs. articles, and their hourly/weekly internet usage patterns.
3) Behavioral segmentation is discussed, comparing the 1-9-90 engagement rule to other models for classifying users as passive, conversational, or creators. Determining which groups to target and engage is key.
LinkedIn Financial Services Webinar Part 2 - 6-19-12LinkedIn
High Net Worth Investors Pt. 2 - Leveraging Social Media to Reach Affluent Investors.
This deck gives insights and best practices for reaching affluent investors with social media, based on new research from LinkedIn and Cogent Research. By Marie Rice, Cogent Research and Eileen Loustau, BlackRock, Inc.
This document discusses how social media and new technologies are changing communication and public relations. It provides statistics on the growth and usage of major social media platforms like Facebook, YouTube, and Twitter. It then focuses on Facebook, giving statistics on its growth in the Czech Republic and details on the demographic groups that are most active on Facebook in the Czech Republic. The document discusses how marketers can use social media platforms like Facebook to target advertising and engage with consumers. It also presents strategies for companies to directly connect with consumers worldwide through social media to conduct market research and public relations activities.
This document summarizes findings from a 2012 survey on social media and technology usage. Key findings include:
- Over 90% of respondents are active on Facebook, nearly half on YouTube, and over a third on Twitter and Google+. Smartphone ownership is 60% overall.
- Younger respondents and women rely heavily on their mobile phones, especially for texting. Over a third of all respondents use their phone daily for email, calendars, and social media.
- Respondents are increasingly dependent on mobile devices and expect to use them for various tasks like banking, food ordering, and appointments. Post-purchase behaviors like reviews are also facilitated by mobile and social media.
This document discusses how social media and mobility are changing the way people work. Some key points:
- 66% of information workers already work remotely, with half being highly mobile
- 49% of information workers have smartphones and 25% use them for work
- 18% of organizations have implemented content/collaboration in the cloud
- 53% consider increased collaboration technologies a high priority
Mobile devices and social media are enabling people to work anytime, anywhere in richer and more interactive ways. This represents a major shift for how organizations need to approach work and technology.
Cnw preso v7 no video no animation slide shareDirectionFirst
The document discusses the potential for using social media and text analytics to gain insights from online conversations. It provides examples of how different types of social media listening and analysis can be used to track topics, measure sentiment, analyze influencers and locations. Challenges discussed include setting up analytics software, interpreting new online languages, and managing large data sets. The document suggests that while formal research studies currently make up 20% of insights, more information is available through online listening which may shift the balance in the future.
Design Your Customer Community For Maximum EngagementGet Satisfaction
http://ow.ly/hsc9k, 5 Mistakes Companies Make When Using Customer Communities
Kim Celestre of Forrester Research and Matt Wallace from Volunteer Match talk about leveraging a customer community to drive engagement and provide an excellent customer experience.
This webcast provides you with a playbook to help transform your online community into a thriving, interactive network of customers and best practices to create a healthy and active online customer community. Then you will hear from VolunteerMatch, a nonprofit organization about leveraging customer community to gather feedback, provide self-service support and engage with your customers.
Learn how to:
•Identify and incentivize brand advocates
•Turn fleeting social conversations into valuable resources that are discoverable by customers, prospects, and search engines
•Drive innovation based on the feedback of your most active customers
•Enable self-service, community-based support
ABOUT THE PRESENTERS:
Kim Celestre, Senior Analyst Forrester - Kim serves Technology Marketing Professionals. Her analysis on social trends, issues, and best practices helps marketers create social strategies and tactics that increase customer value. Her research focuses on B2B marketing, with a specific emphasis on the use of social networks and online communities to drive technology adoption and shape buying behaviors.
Matt Wallace, VolunteerMatch - Matt joined VolunteerMatch as a Community Support associate in July 2011. Currently, he works on the Communications team as Senior Associate in charge of Nonprofit Relations. He is responsible for engaging VM’s network of nonprofits through webinars, blogs, social media and online content found in the Learning Center. A certified online moderator, Matt helped launch the VM Community Page and established it a successful support platform for the website’s network of users. Before joining VolunteerMatch, Matt worked as an online advertising consultant.
This presentation provides insights into social media usage based on a survey of over 7,800 consumers across 19 countries. It finds that:
1) Social networks like Facebook, Twitter, and Google+ are widely used, with over 7 in 10 internet users belonging to at least one. However, people typically only join 1-2 networks.
2) Mobile devices are accelerating social media usage, with over half of internet users having a smartphone and using social apps frequently.
3) While most consumer comments about brands are positive, consumers primarily expect brands on social media to share product info, run promotions, give away prizes, provide news, and allow co-creation projects.
4) Most consumers are willing to help companies
This presentation provides insights into social media usage based on a survey of over 7,800 consumers across 19 countries. Some key findings include:
- Facebook dominates global social media awareness and usage, while emerging platforms like Instagram and Pinterest show strong growth potential.
- On average, people join 1-3 social networks, with most having accounts on Facebook and one other site.
- Over 7 in 10 internet users belong to at least one social network, with over 1.5 billion people using social media globally.
- Mobile is accelerating social media engagement, with over half of smartphone owners using apps and comparing prices online.
Teigland_Exploring future of value creationssemba2012
The document discusses trends related to knowledge sharing and social networking from 2010 to 2012. It notes that during this period:
- Social networking became more widely adopted by people over 45 years old and by large organizations. However, check-ins on location services did not take off as much.
- Most large organizations allowed or encouraged social media use by employees, moving from just one-way broadcasting to encouraging two-way conversations. However, management could not mandate personal social relationships.
- New forms of collaboration, financing, and virtual worlds were emerging, challenging traditional models of knowledge creation and value production. Virtual goods markets grew significantly during this period.
- The future of work and innovation was raised as uncertain but
This document summarizes a presentation by Forrester Research on marketing effectiveness and the social media landscape. It discusses how consumers spend more time watching TV than online but internet usage is growing. It also discusses how consumers trust recommendations from friends and family over advertisements. The presentation examines Forrester's Social Technographics framework, which segments consumers into groups based on their participation in social media activities. Finally, it provides examples of how companies like Dell and T-Mobile have engaged with social media and customers.
A brief overview of social web trends that we can anticipate taking up increasing air-space over the next 12 months. Some trends (e.g. Big Data) have wider implications than 'social web' but are included for completeness.
Social Media around the World 2012 (by InSites Consulting)InSites Consulting
This document provides a summary of key insights from a large consumer survey on the status of social media in 19 countries. It finds that the social media landscape is stable, with Facebook close to universal awareness and over 7 in 10 internet users belonging to at least one social network. Mobile is accelerating social media usage, with over half of users having smartphones. Consumers connect with a limited set of around 10 brands on average. There is significant opportunity for brands to optimize conversations by combining building reach through first-dimension strategies with second-dimension collaboration approaches.
Les petites entreprises aquièrent plus de nouveaux clients sur les médias sociaux
Dans une étude internationale qu\'elle a rendue publique le 6 juillet, l\'entreprise Regus, fournisseur mondial d\'espaces de travail innovants, fait un zoom particulier sur différences d’usage des médias sociaux en fonction de la taille des entreprises.
The document summarizes key findings from recent Pew Research Center reports on digital technology and social media usage:
1) A majority of Facebook users do not actually derive enjoyment from using the social media site, with only 4% reporting pleasure from it.
2) Mobile internet access has grown significantly, with 89% of adults now owning smartphones or tablets on which they access apps and location-based services.
3) Social media engagement continues rising, with 59% of all U.S. adults now using social networking sites like Facebook.
Pew Internet Director Lee Rainie delivered the keynote presentation at WorldFuture 2012 in Toronto on Friday, July 27. The presentation, based on his latest book, Networked: The New Social Operating System (co-authored with Barry Wellman), discussed the findings of the most recent expert surveys on the future of teens’ brains, the future of universities, the future of money, the impact of Big Data, the battle between apps and the Web, the spread of gamification, and the impact of smart systems on consumers.
Social Success? A global survey of business social networkingRegus
We surveyed all our business network about if & how their companies engage with social media. 15,000 replied worldwide ...
Some key findings:
- 44% of small, 36% of medium & 28% of large businesses have successfully acquired new customers via social networking
- Indian companies are most engaged, followed by China, Mexico then The Netherlands
- the Benelux countries and Japan are the laggards
- financial services and healthcare sectors are among the least engaged industries, with retail up towards the top
- a hardcore of sceptics exists
- 34% of respondents don't believe there'll EVER be ROI from commercial social media activity.
Find out more about Regus: http://www.regus.com/?utm_campaign=slideshare
The market leading annual research report on social media use in Atlantic Canada. This is the Podcamp presentation while a detailed report is off the MediaBadger blog at mediabadger.com/blog
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8. Agenda
How will Russian customers look like 3 year from now?
- State & Trends
What does this mean for Russian companies
- Age of the Customer
- 5 Challenges for 2013
Next Generation Digital Financial Services
- How can Forrester help you
Q&A
13. While online banking dominates in The Netherlands, it is
only used by 8% of Russians, more of whom use mobile
“Do you use the following banking channels at least monthly?”
Branch Online
7% Banking Branch
1%
5% 88% 46% 34%
Online
1% 1% Banking
70% 1% 8%
4%
12% 7% 2%
Mobile
Banking Mobile 5%
14% Banking
18%
None of these None of these
11% 46%
Base: 2,355 Dutch adults age 16+; 3,181 Russian adults age 16+
(percentages may not total 100 because of rounding)
Source: European Technographics® Benchmark Survey 2012
22. Agenda
How will Russian customers look like 3 year from now?
- State & Trends
What does this mean for Russian companies
- Age of the Customer
- 5 Challenges for 2013
Next Generation Digital Financial Services
- How can Forrester help you
Q&A
52. And their FAO iPad app supports the quoting activities
of their independent agent channel
Did you know?
Progressive sells more
insurance through
agents than online...
Source: Progressive Investor Relations Deck 06/14/12
54. While online banking dominates in The Netherlands, it is
only used by 8% of Russians, more of whom use mobile
“Do you use the following banking channels at least monthly?”
Branch Online
7% Banking Branch
1%
5% 88% 46% 34%
Online
1% 1% Banking
70% 1% 8%
4%
12% 7% 2%
Mobile
Banking Mobile 5%
14% Banking
18%
None of these None of these
11% 46%
Base: 2,355 Dutch adults age 16+; 3,181 Russian adults age 16+
(percentages may not total 100 because of rounding)
Source: European Technographics® Benchmark Survey 2012
60. Create unified customer experiences across all
touchpoints
Inside-Out Outside-In
Customer
Company perceptions perceptions
Company “moments Customer “moments
that matter” that matter”
Company value Customer Value
61. Take Control: The six Disciplines of Customer Experience
Customer
Strategy Design
Understanding
Measurement Governance Culture
Forrester report: “Customer Experience Maturity Defined”
64. Agenda
How will Russian customers look like 3 year from now?
- State & Trends
What does this mean for Russian companies
- Age of the Customer
- 5 Challenges for 2013
Next Generation Digital Financial Services
- How can Forrester help you
Q&A