match2blue creates mobile applications for iPhone, Android and Java based on mobile social networking, mobile location and real-time matching. The presentation gives an overview of our technology and business model
This is the new order of CRM. The value of a customer goes beyond the transaction. Social layered into transactional information gives brands a holistic view of the customer and greater context in their propensities as customers and potential advocates.
Retail Mobile Marketing: Driving Customer Acquisition, Traffic, Loyalty and E...Archer Inc.
This webinar will present thorough examples of retailers using mobile to add value throughout the customer journey. Michael Ahearn VP Customer Development and Marketing at iLoop Mobile will share mobile marketing best practices and practical steps to integrate mobile into your retail marketing mix.
Videocon Mobile Services: Unleashing the power of Unica Campaign ManagementCustomer Centria
This document gives an introduction to Unica; benefits of Unica. Modules that can be added; challenges while deployment. Unica architecture design; best practices that could be adopted. It also explains how to leverage Unica for businesses; Integration with other channels and overall value addition.
match2blue creates mobile applications for iPhone, Android and Java based on mobile social networking, mobile location and real-time matching. The presentation gives an overview of our technology and business model
This is the new order of CRM. The value of a customer goes beyond the transaction. Social layered into transactional information gives brands a holistic view of the customer and greater context in their propensities as customers and potential advocates.
Retail Mobile Marketing: Driving Customer Acquisition, Traffic, Loyalty and E...Archer Inc.
This webinar will present thorough examples of retailers using mobile to add value throughout the customer journey. Michael Ahearn VP Customer Development and Marketing at iLoop Mobile will share mobile marketing best practices and practical steps to integrate mobile into your retail marketing mix.
Videocon Mobile Services: Unleashing the power of Unica Campaign ManagementCustomer Centria
This document gives an introduction to Unica; benefits of Unica. Modules that can be added; challenges while deployment. Unica architecture design; best practices that could be adopted. It also explains how to leverage Unica for businesses; Integration with other channels and overall value addition.
Next Generation Internet Marketing-Transformational Customer ExperienceCustomer Centria
With the rapid evolution of technology, the virtual world will soon become indistinguishable from the real one, with virtual experiences gaining equal importance. The presentation expounds that it is imperative for companies to create pleasant and engaging virtual experiences for the consumers, in order to create a bond with them.
Consumer Behaviour and Customer relationship management on online perchaseVijay r chari
the ppt tells about online consumer behaviour
data about internet user
c/s
social media marketing
B2B,B2G
mobile based marketing
decision making process
Where does mobile data fit in your infrastructure?mParticle
Connected devices are everywhere, and that means that opportunities for customer engagement are also everywhere. Learn where mobile data collection should fit in your martech infrastructure.
mShopper mobile mStore and marketing platformmShopper
mShopper’s Mobile Commerce Made Easy™ platform offers merchants an easy to use software solution to create a custom branded mStore™.
No budget or IT resources required. Simply upload your product datafeed, logo, custom messaging and use the platform tools to merchandise and promote your new mStore. With an mStore that works on any smartphone, you don’t have to worry about keeping up with the rapid pace of change in mobile platforms, devices and browsers.
Our consumer outreach tool GetFirstDibs™ generates your Mobile ROI. It helps build your permission mobile database, send text alerts on your special offers and drive traffic to your new mStore.
With mShopper’s SaaS platform, you can effectively convert mobile traffic into sales today. Now that’s Mobile Commerce Made Easy™!
[Learn more and watch our product demo at mshopper.com]
International Journal of Computational Engineering Research(IJCER)ijceronline
International Journal of Computational Engineering Research(IJCER) is an intentional online Journal in English monthly publishing journal. This Journal publish original research work that contributes significantly to further the scientific knowledge in engineering and Technology.
Social CRM - presented to the INCORPORATED GUILD FOR INTELLIGENCE-BASED COMMERCEArCompany
Social media has enabled behaviour that has resulted in an overwhelming volume of data -- so abundant in its velocity bringing with it insights that were never thought possible until now. Businesses need to see its power and determine how to harness it to forge stronger connections with the customer, and ultimately to drive to business results.
This is a copy of a wireless whitepaper I wrote back in 2004. If you\'d like addtional information, please contact me at bill@alterseekers.com or (646) 867 - 2252. Thanks!
Destiny Pearce shows you how to effectively implement mobile marketing into your overall marketing stratgies. Destiny Pearce introduces you to a innovation way to effectively market QR Codes to Help build your Facebook business page to and website to increase foot/website traffic to your business
Mobile and Loyalty Programs - The Hyper Digital Age: Accelerating customer bo...BrandEmotivity
Thanks to the fast-paced growth of connected devices such as smartphones and tablets, brands have never before had so much data available to define an individual customer's feelings, needs and emotions. By capturing this behavioural data, brands can build useful intelligence. For loyalty programs, the opportunity is in making truly contextually relevant approaches, driving real value to customers.
An Endorsement Based Mobile Payment System for A Disaster AreaNaoki Shibata
Babatunde Ojetunde, Naoki Shibata, Juntao Gao, and Minoru Ito : An Endorsement Based Mobile Payment System for A Disaster Area, to appear in Proc. of The 29th IEEE International Conference on Advanced Information Networking and Applications (AINA-2015), Mar. 2015.
A payment system in a disaster area is essential for people to buy necessities such as groceries, clothing, and medical supplies. However, existing payment systems require the needed communication infrastructures (like wired networks and cellular networks) to enable transactions, so that these systems cannot be relied on in disaster areas, where these communication infrastructures may be destroyed. In this paper, we propose a mobile payment system, adopting infrastructureless mobile adhoc networks (MANETs), which allow users to shop in disaster areas while providing secure transactions. Specifically, we propose an endorsement-based scheme to guarantee each transaction and a scheme to provide monitoring based on location information, and thus achieve transaction validity and reliability. Our mobile payment system can also prevent collusion between two parties and reset and recover attacks by any user. Security is ensured by using location-based mutual monitoring by nearby users, avoiding thereby double spending in the system.
here is a presentation I did when I was in Edinburgh - I was presenting to Tayburn a small agency who were looking for a Head of Digital to work wihtin their team and go
Next Generation Internet Marketing-Transformational Customer ExperienceCustomer Centria
With the rapid evolution of technology, the virtual world will soon become indistinguishable from the real one, with virtual experiences gaining equal importance. The presentation expounds that it is imperative for companies to create pleasant and engaging virtual experiences for the consumers, in order to create a bond with them.
Consumer Behaviour and Customer relationship management on online perchaseVijay r chari
the ppt tells about online consumer behaviour
data about internet user
c/s
social media marketing
B2B,B2G
mobile based marketing
decision making process
Where does mobile data fit in your infrastructure?mParticle
Connected devices are everywhere, and that means that opportunities for customer engagement are also everywhere. Learn where mobile data collection should fit in your martech infrastructure.
mShopper mobile mStore and marketing platformmShopper
mShopper’s Mobile Commerce Made Easy™ platform offers merchants an easy to use software solution to create a custom branded mStore™.
No budget or IT resources required. Simply upload your product datafeed, logo, custom messaging and use the platform tools to merchandise and promote your new mStore. With an mStore that works on any smartphone, you don’t have to worry about keeping up with the rapid pace of change in mobile platforms, devices and browsers.
Our consumer outreach tool GetFirstDibs™ generates your Mobile ROI. It helps build your permission mobile database, send text alerts on your special offers and drive traffic to your new mStore.
With mShopper’s SaaS platform, you can effectively convert mobile traffic into sales today. Now that’s Mobile Commerce Made Easy™!
[Learn more and watch our product demo at mshopper.com]
International Journal of Computational Engineering Research(IJCER)ijceronline
International Journal of Computational Engineering Research(IJCER) is an intentional online Journal in English monthly publishing journal. This Journal publish original research work that contributes significantly to further the scientific knowledge in engineering and Technology.
Social CRM - presented to the INCORPORATED GUILD FOR INTELLIGENCE-BASED COMMERCEArCompany
Social media has enabled behaviour that has resulted in an overwhelming volume of data -- so abundant in its velocity bringing with it insights that were never thought possible until now. Businesses need to see its power and determine how to harness it to forge stronger connections with the customer, and ultimately to drive to business results.
This is a copy of a wireless whitepaper I wrote back in 2004. If you\'d like addtional information, please contact me at bill@alterseekers.com or (646) 867 - 2252. Thanks!
Destiny Pearce shows you how to effectively implement mobile marketing into your overall marketing stratgies. Destiny Pearce introduces you to a innovation way to effectively market QR Codes to Help build your Facebook business page to and website to increase foot/website traffic to your business
Mobile and Loyalty Programs - The Hyper Digital Age: Accelerating customer bo...BrandEmotivity
Thanks to the fast-paced growth of connected devices such as smartphones and tablets, brands have never before had so much data available to define an individual customer's feelings, needs and emotions. By capturing this behavioural data, brands can build useful intelligence. For loyalty programs, the opportunity is in making truly contextually relevant approaches, driving real value to customers.
An Endorsement Based Mobile Payment System for A Disaster AreaNaoki Shibata
Babatunde Ojetunde, Naoki Shibata, Juntao Gao, and Minoru Ito : An Endorsement Based Mobile Payment System for A Disaster Area, to appear in Proc. of The 29th IEEE International Conference on Advanced Information Networking and Applications (AINA-2015), Mar. 2015.
A payment system in a disaster area is essential for people to buy necessities such as groceries, clothing, and medical supplies. However, existing payment systems require the needed communication infrastructures (like wired networks and cellular networks) to enable transactions, so that these systems cannot be relied on in disaster areas, where these communication infrastructures may be destroyed. In this paper, we propose a mobile payment system, adopting infrastructureless mobile adhoc networks (MANETs), which allow users to shop in disaster areas while providing secure transactions. Specifically, we propose an endorsement-based scheme to guarantee each transaction and a scheme to provide monitoring based on location information, and thus achieve transaction validity and reliability. Our mobile payment system can also prevent collusion between two parties and reset and recover attacks by any user. Security is ensured by using location-based mutual monitoring by nearby users, avoiding thereby double spending in the system.
here is a presentation I did when I was in Edinburgh - I was presenting to Tayburn a small agency who were looking for a Head of Digital to work wihtin their team and go
Platform for Innovators
Founded in 2001, New Innovation Technologies is a global technology services, product engineering, and outsourcing company serving the GCC countries. New Innovation Technologies products are highly responsive to the next generation fulfillment and monetization of ROI across varied industry segments. Its services & solutions are designed for providing heterogeneous delivery to the client network.
Over the years of rigorous R & D within the company and launching top of the line solutions & products it serves industry verticals in Immigration, Customs, Education, Banking & Financial Services, Manufacturing, Retail, Public Sector, FMCG, Health Care, Government organizations and many more.
Committed to Serve:
New Innovation Technologies is large enough to be resourceful and small enough to be flexible that makes them one of the most dynamic and adaptable IT Products & services Company. Over the years in contrast to several large technology companies, its business has been established on rock solid foundation that ensures longevity and continuity of services without any interruptions. With extremely resilient and razor sharp at managing business risks and its financial prudence, New Innovation Technologies has been stand still even in the times of boom to bust of IT Industry globally.
The tradition is mirrored in its commitments to the clients by transforming their business by delivering work through greater flexibility, faster time to market, technical excellence and lowering the cost at their door steps. Its high performance outsourcing strategies help the customer’s in growing their business faster, stronger and achieve sustainable advantage against their own competition.
New Innovation Technologies is committed to the continued innovation in its further developments of product portfolio with combination of best people, process and technology to achieve excellence.
Not sure exactly the year this was created - 2000 or 2001 - it was an internal Agency presentation explaining what we did in the interactive division.
Favorite bits are the stuff on interactive brand and digital customer.
Future of conversational commerce july 2018 lr-compressedFuture Agenda
From Alexa and Siri to the use of chatbots as part of customer service, conversational commerce is already present for many in our everyday lives. This summary PPT examines what has enabled the recent rise, the state of play today, how might it evolve in the future and what the implications are for organisations.
Conversational Commerce Today
As part of work to support Mastercard’s thought leadership position on the Future of Conversational Commerce, unveiled at Money 2020 in June 2018, Future Agenda conducted desk research and a series of expert conversations to better understand the current state of play and to uncover emerging shifts of note.
The future of trusted conversational commerce will be shaped by three inter-related themes. These are:
1. Enhanced Customer Experience - As conversational commerce meets proof points of viability, feasibility and desirability
2. Being Human - As bots (and humans) become more informed, more natural and more helpful, powered by real-time AI and fuelled by organisation-wide accessible flows of data. NLP improvements add other ‘human’ psychological elements, e.g. hesitance.
3. Data’s Richness - As the economic imperative to identify and make best use of data – whether generated or procured from multiple sources - remains at the heart of ecommerce activities. With pervasive AI in place, it’s the data, not the engine that differentiates.
ADV Slides: Increasing Artificial Intelligence Success with Master Data Manag...DATAVERSITY
Companies all over the world are going through a digital transformation now, which in many cases, is all about maturing the data environment and the use of data. Master data is key to this effort. All transformative projects require master data and usually many subject areas. Current efforts to deliver master data to the enterprise are cumbersome, inefficient, and met with limited acceptance.
We’ll look at enterprise use cases of artificial intelligence and show the master data that is needed. We’ll see what some MDM vendors are doing with AI and how the future of MDM will be shaped by looking at some specific MDM actions influenced by AI.
iPhones: Markets, Marketing, Development and researchchrisvanaart
Mobile App business
- Consumers and Companies
- stakeholders, markets
Building Mobile apps
- Architectures
Research with Mobile apps
-cultural heritage
-Personalized TV watching
How to Achieve World Class Customer Experience through Insightful IT Bobhallahan
An amazing overview of how some of the Worlds top companies are achieving awesome customer experience through ingenious IT and brilliant Data intelligence, resulting in massive customer loyalty, repeat business monetization and sky high profits.
IMTSedu Webinar: Focus on Customer Relationship ManagementAvideonCRM LLC
AvideonCRM's
Association for Manufaturing Technology CRM Presentation
Date: Thursday, January 12, 2012 @ 11:00 a.m. ET
Richard Wiklund of AvideonCRM leads this webinar, which focuses on a high-level view of how to use, implement and improve your CRM system. He will cover topics that appeal to all areas of CRM usage: Those who have a CRM and use it well, those who have a CRM and need to start using it better, and those who do not have a CRM and may have never heard of one. Everyone will walk away with something to get their sales season started off right!
Speaker:
Richard Wiklund, Salesforce Certified Consultant – CEO, AvideonCRM, LLC
CBS insight Report - The digital transformation challenge (English version) Canon Danmark A/S
From the digitisation of business processes, to analytics, the Cloud and security, the growth of information management is redrawing the boundaries between paper and digital, private and public, tailor-made and automated.
In his public lecture, Christian Timmerer provides insights into the fascinating history of video streaming, starting from its humble beginnings before YouTube to the groundbreaking technologies that now dominate platforms like Netflix and ORF ON. Timmerer also presents provocative contributions of his own that have significantly influenced the industry. He concludes by looking at future challenges and invites the audience to join in a discussion.
GraphSummit Singapore | The Art of the Possible with Graph - Q2 2024Neo4j
Neha Bajwa, Vice President of Product Marketing, Neo4j
Join us as we explore breakthrough innovations enabled by interconnected data and AI. Discover firsthand how organizations use relationships in data to uncover contextual insights and solve our most pressing challenges – from optimizing supply chains, detecting fraud, and improving customer experiences to accelerating drug discoveries.
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
Removing Uninteresting Bytes in Software FuzzingAftab Hussain
Imagine a world where software fuzzing, the process of mutating bytes in test seeds to uncover hidden and erroneous program behaviors, becomes faster and more effective. A lot depends on the initial seeds, which can significantly dictate the trajectory of a fuzzing campaign, particularly in terms of how long it takes to uncover interesting behaviour in your code. We introduce DIAR, a technique designed to speedup fuzzing campaigns by pinpointing and eliminating those uninteresting bytes in the seeds. Picture this: instead of wasting valuable resources on meaningless mutations in large, bloated seeds, DIAR removes the unnecessary bytes, streamlining the entire process.
In this work, we equipped AFL, a popular fuzzer, with DIAR and examined two critical Linux libraries -- Libxml's xmllint, a tool for parsing xml documents, and Binutil's readelf, an essential debugging and security analysis command-line tool used to display detailed information about ELF (Executable and Linkable Format). Our preliminary results show that AFL+DIAR does not only discover new paths more quickly but also achieves higher coverage overall. This work thus showcases how starting with lean and optimized seeds can lead to faster, more comprehensive fuzzing campaigns -- and DIAR helps you find such seeds.
- These are slides of the talk given at IEEE International Conference on Software Testing Verification and Validation Workshop, ICSTW 2022.
GridMate - End to end testing is a critical piece to ensure quality and avoid...ThomasParaiso2
End to end testing is a critical piece to ensure quality and avoid regressions. In this session, we share our journey building an E2E testing pipeline for GridMate components (LWC and Aura) using Cypress, JSForce, FakerJS…
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
Generative AI Deep Dive: Advancing from Proof of Concept to ProductionAggregage
Join Maher Hanafi, VP of Engineering at Betterworks, in this new session where he'll share a practical framework to transform Gen AI prototypes into impactful products! He'll delve into the complexities of data collection and management, model selection and optimization, and ensuring security, scalability, and responsible use.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
4.
$
object
process
Profit growth: increased purchases, referrals, reduced operating costs, price premium
Peppers, D., and Rogers, M. (2004) Managing customer relationships: a strategic framework.
John Wiley and Sons, Inc., USA
GOODS & SERVICES – Subcategories describing two types of products
Groonros, C. (1990) Service management and marketing: managing the moment of truth in service competition,
Lexington Books
$$$
$
7. customer
relationship management
Roberts-Witt, S.L. (2000) It's the customer, Stupid! PC Magazine, June 27, pp.IBIZ 6-22.
Crego, E.T., Schriffrin, P.D., and Albrecht, K. (1995) Customer-centered reengineering: remapping for total customer
value. Irwin Professional Publication.
Ang, L., and Buttle, F., (2002) ROI on CRM: a customer-journey approach, ANZMAC Annual Confernece, Melbourne
strategy
peo
ple
systems
customer
value
sales & mark
etingaccounting&technology
quality&productdeliverymana
gement,hr&financeproductd
evelopment
O
perational
Tactical
Strategi
c
8. Where is a Company on the
Customer Strategy Map?
ability to
interact with
customers
individually
customers
addressed
only by
'mass'
standard products tailored products
.
Mass relationship
Mass communication
Mass interaction
Mass distribution
Relationship
communication
interaction
distribution
using databases of
customers
1 to 1
relationship
communication
interaction
distribution
Niche
relationship
communication
interaction
distribution
Source Modified:
Peppers, D., and Rogers, M., (2004) Managing customer relationships: a strategic framework. John Wiley & Sons, Inc.
9. Understand the
customer
Analyse data in
real-time
Relate with the
customer
Communicate and
interact in now-time
and planned time
Know the customer
Collect real-time
data
'Seduce' the
customer
Meet customer
goals, build
engaging
relationships,
delight emotions all
the time
16. Reliable | Responsive | Competent | Accessible | Courteous | Communicative | Credible | Secure | Personal | Tangible
| Functional | Quality
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985) A conceptual model of service quality and its implications for
future research. Journal of Marketing, American Marketing Association.
efficiency
e
ffectiveness
timely accurate effortless usable
qualityreaponsiveaccessiblecommunic
ativesecurefunctionalreliablecompenten
tcourteouscrediblepersonaltangible
17. Source: Carpenter, H. (2010) How much of a relationship does your customers actually want? I'm not actually a geek.
Blog found at http://bhc3.wordpress.com/2010/08/03/how-much-of-a-relationship-do-your-customers-actually-want/
MAYBE CUSTOMERS ARE SHIFTING TOWARDS SELF SERVICE BECAUSE THEY DON'T WANT A RELATIONSHIP WITH COMPANIES
Dixon, M., and Ponomareff, L. (2010) Why customers don't want to talk to you. The Conversation. Online at
http://blogs.hbr.org/cs/2010/07/why_your_customers_dont_want_t.html. Last viewed 15 Oct, 2010.
NOW SOCIETY
Morton, M. [] “The Now Society”. Modular Building Institute. Online at http://www.modular.org/magazine/morton2.aspx
When Do Customers Want
a Relationship?
customer interest
in a relationship
complexity of the product or problem
efficiency,
simplicity,
convenience
episodic
interaction
events
complex ,
long term
interactions
18. We all want a
relationship but on
our own terms, in
our way and in our
own time...
fewer, closer,
longer
Galbraith, J.R. (2006) Desiging the customer-centric organization, CEO Telecon,22 February 2006 (Presentation online
at www-marschall.usc.edu/assets/005/5484.pdf.
23. interface &
interaction
screen
adapters
points
infrared reader
fingerprint reader
secondary devices
optical drives
hard disk
boards
bluetooth
memory
GPRS
USB
caseing
batteries
modem
chips
applications
& services
hardwarenetworks
navigation
m-commerce
e-money
graphic editors
email
SMS
music software
media
player
ringtone
screen saver
calendar
social networking
maps
Internet
file manager
games
any
time
anywh
ere
24. interface &
interaction
screen
adapters
points
infrared reader
fingerprint reader
secondary devices
optical drives
hard disk
boards
bluetooth
memory
GPRS
USB
caseing
batteries
modem
chips
applications
& services
hardwarenetworks
navigation
m-commerce
e-money
graphic editors
email
SMS
music software
media
player
ringtone
screen saver
calendar
social networking
maps
file manager
Internet
games
1G
3G
4G
3.5G
3G+
Dynamic Channel
Assignment
number
portability
CDMA
any
time
anywh
ere
25. interface &
interaction
screen
adapters
points
infrared reader
fingerprint reader
secondary devices
optical drives
hard disk
boards
bluetooth
memory
GPRS
USB
caseing
batteries
modem
chips
applications
& services
hardwarenetworks
navigation
m-commerce
e-money
graphic editors
email
SMS
music software
media
player
ringtone
screen saver
calendar
social networking
maps
file manager
Internet
games
1G
3G
4G
3.5G
3G+
Dynamic Channel
Assignment
number
portability
CDMA
caseing
buttons
slides
keys
keyboard
point
stylus
navigation
any
time
anywh
ere
26. interface &
interaction
screen
adapters
points
infrared reader
fingerprint reader
secondary devices
optical drives
hard disk
boards
bluetooth
memory
GPRS
USB
caseing
batteries
modem
chips
applications
& services
hardwarenetworks
navigation
m-commerce
e-money
graphic editors
email
SMS
music software
media
player
ringtone
screen saver
calendar
social networking
maps
file manager
Internet
games
1G
3G
4G
3.5G
3G+
Dynamic Channel
Assignment
number
portability
CDMA
caseing
buttons
slides
keys
keyboard
point
stylus
navigation
reliability
speed
s
ecurity
functio
nality
u
sability
any
time
anywh
ere
27. interface &
interaction
screen
adapters
points
infrared reader
fingerprint reader
secondary devices
optical drives
hard disk
boards
bluetooth
memory
GPRS
USB
caseing
batteries
modem
chips
applications
& services
hardwarenetworks
navigation
m-commerce
e-money
graphic editors
email
SMS
music software
media
player
ringtone
screen saver
calendar
social networking
maps
file manager
Internet
games
1G
3G
4G
3.5G
3G+
Dynamic Channel
Assignment
number
portability
CDMA
caseing
buttons
slides
keys
keyboard
point
stylus
navigation
reliability
speed
s
ecurity
functio
nality
u
sability
any
time
anywh
ere
psychological
goal
environmentactivity
location
expe
rtise
33. act
feel
think
sense
relate
Experiential Value Promise
Schmitt, B.H. (2003) Customer experience management: a revolutionary approach to connecting with your customers.
John Wiley and Sons, Ltd
Holistic Approach: whee all emtional elements stand as equal partners in an experience
Wright, P., Wallace, J., and McCarthy, J. 2008. Aesthetics and experience-centered design. ACM Trans. Comput.-Hum.
Interact. 15, 4, Article 18 (November 2008)
functional/
pragmatic
emotional/
hedonic/
experiential
[ affective ]
functionalsecure
communicative
accessible
responsive
quality
reliable
competent
courteous
credible
personal
tangible
timely
accurate
effortless
usable
utilityefficienteffectiveerrorfree
satisfaction
47. distinctive
unity
continuity
causal
power
unique distinctive
unity
continuity
causal
power
unique
SourceReceiver
Source Receiver
Information Intelligence News Notice Tiding(s) Idea(s) ...
Information Intelligence News Notice Tiding(s) Idea(s) ... values
emotions
values
emotions
Orientation Exploratory
Affective
Affective Stable Depenetration
SOCIAL PENETRATION THEORY
Altman, I. and Taylor, D. A. (1973) Social Penetration, New York: Holst, Rinehart, Winston
Altman, I., & Taylor, D. (1987). Communication in interpersonal relationships: Social Penetration Theory. In M. E. Roloff and G. R. Miller (Eds.),
Interpersonal processes: New directions in communication research, 257-277. Newbury Park, CA: Sage
49. distinctive
unity
continuity
causal
power
unique distinctive
unity
continuity
causal
power
unique
SourceReceiver
Source Receiver
Information Intelligence News Notice Tiding(s) Idea(s) ...
Information Intelligence News Notice Tiding(s) Idea(s) ... values
emotions
values
emotions
Orientation Exploratory
Affective
Affective Stable Depenetration
any
tim
e
anywhere
anytime
anywhere
e
nvironment
expertise
psychological
location
activit
y
goal
MERE EXPOSURE THEORY
Zajonc, R. B. (1968) Attitudinal effects of mere exposure, Journal of Personality and Social Psychology, 9, Monongraph supplement No. 2, Part 2
Sawyer, A. G. (1981). Repetition, cognitive responses and persuasion. In R. E. Petty, T. M. Ostrom and T. C. Brock (eds.), Cognitive responses in persuasion
(pp. 237-261). Hillsdale, NJ: Erlbaum.
Miller, R. L. (1976). Mere exposure, psychological reactance and attitude change. Journal of Abnormal and Social Psychology, 59, 1-9.
Kunst-Wilson, W. R. and Zajonc, R. B. (1980). Affective discrimination of stimuli that cannot be recognized. Science, 207, 557-558
............................Familiarity Through Exposure............................
50. distinctive
unity
continuity
causal
power
unique distinctive
unity
continuity
causal
power
unique
SourceReceiver
Source Receiver
Information Intelligence News Notice Tiding(s) Idea(s) ...
Information Intelligence News Notice Tiding(s) Idea(s) ... values
emotions
values
emotions
Orientation Exploratory
Affective
Affective Stable Depenetration
any
tim
e
anywhere
anytime
anywhere
e
nvironment
expertise
psychological
location
activit
y
goal
STIMULUS-VALUE-ROLE MODEL
Murstein, B.I. (1970) Stimulus-value-role: A theory of marital choice, Journal of Marriage and the Family 32, 465-81
............................Familiarity Through Exposure............................
.........Evaluation Through Stimulus (senses and emotions)..........
51. distinctive
unity
continuity
causal
power
unique distinctive
unity
continuity
causal
power
unique
SourceReceiver
Source Receiver
Information Intelligence News Notice Tiding(s) Idea(s) ...
Information Intelligence News Notice Tiding(s) Idea(s) ... values
emotions
values
emotions
Orientation Exploratory
Affective
Affective Stable Depenetration
any
tim
e
anywhere
anytime
anywhere
e
nvironment
expertise
psychological
location
activit
y
goal
STIMULUS-VALUE-ROLE MODEL
Murstein, B.I. (1970) Stimulus-value-role: A theory of marital choice, Journal of Marriage and the Family 32, 465-81
............................Familiarity Through Exposure............................
.........Evaluation Through Stimulus (senses and emotions)..........
Determine Capability & Friendship
52. distinctive
unity
continuity
causal
power
unique distinctive
unity
continuity
causal
power
unique
SourceReceiver
Source Receiver
Information Intelligence News Notice Tiding(s) Idea(s) ...
Information Intelligence News Notice Tiding(s) Idea(s) ... values
emotions
values
emotions
Orientation Exploratory
Affective
Affective Stable Depenetration
any
tim
e
anywhere
anytime
anywhere
e
nvironment
expertise
psychological
location
activit
y
goal
MERE EXPOSURE THEORY
- Zajonc, R. B. (1968) Attitudinal effects of mere exposure, Journal of Personality and Social Psychology, 9, Monongraph supplement
No. 2, Part 2.
............................Familiarity Through Exposure............................
.........Evaluation Through Stimulus (senses and emotions)..........
Determine Capability & Friendship
...........................Develop a Working Relationship...........................
53. distinctive
unity
continuity
causal
power
unique distinctive
unity
continuity
causal
power
unique
SourceReceiver
Source Receiver
Information Intelligence News Notice Tiding(s) Idea(s) ...
Information Intelligence News Notice Tiding(s) Idea(s) ... values
emotions
values
emotions
Orientation Exploratory
Affective
Affective Stable Depenetration
any
tim
e
anywhere
anytime
anywhere
e
nvironment
expertise
psychological
location
activit
y
goal
MERE EXPOSURE THEORY
- Zajonc, R. B. (1968) Attitudinal effects of mere exposure, Journal of Personality and Social Psychology, 9, Monongraph supplement
No. 2, Part 2.
............................Familiarity Through Exposure............................
.........Evaluation Through Stimulus (senses and emotions)..........
Determine Capability & Friendship
...........................Develop a Working Relationship...........................
............,,,,,,,,,,,,,,...............Like Through Familiarity..................,,,,,,,,,,,,,,,,,,,,,,.........
62. Who is the
mCRM
customer?
Are the
emotions
identified
appropriate
for
mCRM?
How much of
a relationship
does a
mCRM
customer
want?
Who owns
and ultimately
manages the
relationship?
How does
funology and
captology
relate within
mCRM?
Is seduction
an
appropriate
experience to
design for?
In various
contexts how
does the
relationship
model
change?
In comparison
with other
channels how
do relations
develop for
the mobile?
For the
mobile
medium
design to
inspire an
emotion from
the
customer?
Can we
design a
particular
emotion into
the mobile UI
eg make a
provocative
UI?
Can we
design this
relationship
through the
mobile
channel?
What are
appropriate
sales,
marketing
and service
apps?
Which
investigation
and
evaluation
methods are
appropriate?
We are in the most part turning into a more mobile generation: cars and other transport
Always connected via computers or mobile phones
However computers although wireless are not as mobile – easy to carry around, use on the go, etc.
Businesses operate by making money – from us their customers
Businesses operate by making money – from us their customers
Customer value is a customer's perceived preference for and evaluation of those product attributes, attribute performances, and consequences arising from use that facilitate (or block) achieving the customer's goals and purposes in use situations
Robert Woodruff, Customer value: the next souce for competitive advantage 1997
But it is perhaps a simplified view. In fact we all need a relationship with a company that provides us with services or products whether we choose to do it via self-service or human-service, via human contact or via technology: we can choose our own media but the level of interaction and communication and relationship building will depend on what our goals are
If it is something simple like buying chewing gum then how much of a relationship do we need to engage in
If it is something difficult like booking a tour or something where an ongoing relationship is beneficial eg banking or a clothing store or a supermarket then we will probably want a lot more of a relationship and want engage a lot more with the company
Everyone will differ regarding the channel (customer to mobile or customer to agent) and brevity but still a relationship must be had
We are in the most part turning into a more mobile generation: cars and other transport
Always connected via computers or mobile phones
However computers although wireless are not as mobile – easy to carry around, use on the go, etc.
We are in the most part turning into a more mobile generation: cars and other transport
Always connected via computers or mobile phones
However computers although wireless are not as mobile – easy to carry around, use on the go, etc.
Indeed mobile phones enable anytime, anywhere, anyplace communications
Sense Experience: sight, sound, touch, taste and smell
Perception sensation stimulation
Feel Experience: appeals to customer's inner feelings and emotions created through affective experiences that range from mildly positive moods linked to a brand to strong emotions of joy and pride
Think Experience: appeals to the intellect. Creates value for customers by engaging them creatively.
Act Experience: appeals to behaviours and lifestyles, creating values for customers by showing them alternative lifestyles or alternative ways of doing business
Relate Experience: social experiences. It creates value for the customer by providing social identity and sense of belonging.
Fun = Enjoyment
Fun = Pleasure
Play = Involvement through participation: all four quadrants but active immersion more than passive absorption
Rules and Adaption = Structure and Flow: around the concepts of relationship and communication but also user interface and user interaction; adapting to the rhythms the turns in the relationship
Goals = Motivation – what motivates the customer, what motivates the business?
Interactive = Doing: interacting, relating and communication; using products
Outcones and Feedback = Learning: learning about each other through the user interface and interaction
Ego gratification: building a relationship it is important the customer is gratified
Challenge (or conflict/competition/opposition) = Adrenaline: how can we challenge (or compete) through this relationship to engage the customer more
Problem solving = Creative: what is this in mCRM? Creativity through customer involvement means more immersion and more activity
Interaction = Socialness; cooperation; collaboration.
Emotion: emotion in design (physically seen in the design), design for emotion (response), design through emotion (before, during, after)
Distinctiveness – what distinguishes us – how we differentiate ourselves from others eg social identity and group loyalty. Sense of disctinctiveness leads to discrimination (Social Identify Theory by Tajfel and Turner)
Uniqueness – what makes us special that no one else can do
Causal power – when we put forth effort and succeed in accomplishing an intended action (Ansoff, Psychology of volition, 1993)
Continuity – is the sense of self when acting across diverse situations and across time, and it is a reference model guding behavioral choices. It comes from emory, biography and self-concept. (Sociologycentral.com, Self Identity)
Unity – acceptance of self and others, close relationships, sense of brotherhood
s
Play safe
Small talk
Cliches
Follow norms
Play safe
Small talk
Cliches
Follow norms
Start to reveal ourselves – sense of who we are
Personal attitudes about moderate topics
Maybe not the whole truth
Feeling our way
Private and personal
Personal idioms
Criticism and arguments
Intimicy
Plateau area
Personal sharing
Emotional reaction and prediction
Breakdown
Withdrawal
Termination
1. Who is the mCRM customer? What are the characteristics that need to be designed for?
2. How appropriate are the emotions identified for mCRM? There are a lot listed, but they are all related. I am not looking the change them necessarily.
3. How much of a relationship does an mCRM customer want? In which contexts? And how? Is the relationship model appropriate for mCRM? Again, not looking for acceptance just thoughts.
4. Who owns and manages the relationship at various points in the interaction? When? How does it happen? Why does it happen? What are the outcomes?
5. There is elements of persuasion here. I have deliberately gone down the path of funology because it brings in more of the participation through enjoyment. Captology is related. Have I got the approach right?
6. Is seducation ethical? Is it appropriate?
7. In different contexts of mCRM how do the emotions and relationship model differ?
8. How does the mobile channel affect this model and the relationships?
9. Can these emotions be designed INTO the user interface of the mobile channel?
10. Can the mobile channel help us design FOR these emotions – to inspire these emotions in the customer?
11. Can we use the mobile channel to design THROUGH the emotional process?
12. What mCRM – sales, marketing and support – are appropriate for this model and set of emotions?
13. What design and evaluation methods that account for experience and emotions are appropriate here, taken across the spectrum of formative and summative, subjective and objective, quantitative and qualitative?