Most Agencies can talk a good game when it comes to the customer engagement strategy. But actually delivering on the expectations from brands is a whole different animal. Join Principal Analyst and CEO of Gleanster Research, Ian Michiels, to explore the transformational forces that will forever change the Agency-Brand relationship.
You'll learn:
Profitable strategies for customer journey services
How innovative agencies are capitalizing on the age of the empowered customer
How to translate strategy and journey maps into meaningful and realistic EXECUTION
Where to start, what to create, and how where to focus your efforts
4 proven ways to optimize the customer journeygroupfio1
Hearing a lot about optimizing your customer journey but not sure how to make that happen? Here's a tip: it starts and ends with data, and it's not how much data you have, but how you use it.
Our latest blog gives you some solid tips to start you on the right road to boosting your journey. Find out more here: https://www.groupfio.com/4-proven-ways-to-optimize-the-customer-journey/
Engagement Analytics and the right platform for next best action makes for a compelling experience across channels. Regardless of CMS, CRM or MAP systems you have in place Thunderhead is a great way to bring together a unified understanding of your customer journey.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
During the last quarter of 2013 the Marketing Society and SAP ran a LinkedIn poll targeting senior marketers in the Asia-Pacific region asking the question ‘What is your current top concern as a senior marketers'?
The findings have revelled that Asia-Pacific marketers face hurdles in meeting strategic goals amid rampant changes in buying behaviour, and marketers are striving to overcome obstacles effecting customer engagement.
Download this free snapshot survey report to learn more.
Engage customers like never before. To engage more see: http://sqz.co/Kx9p8DX
4 proven ways to optimize the customer journeygroupfio1
Hearing a lot about optimizing your customer journey but not sure how to make that happen? Here's a tip: it starts and ends with data, and it's not how much data you have, but how you use it.
Our latest blog gives you some solid tips to start you on the right road to boosting your journey. Find out more here: https://www.groupfio.com/4-proven-ways-to-optimize-the-customer-journey/
Engagement Analytics and the right platform for next best action makes for a compelling experience across channels. Regardless of CMS, CRM or MAP systems you have in place Thunderhead is a great way to bring together a unified understanding of your customer journey.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
During the last quarter of 2013 the Marketing Society and SAP ran a LinkedIn poll targeting senior marketers in the Asia-Pacific region asking the question ‘What is your current top concern as a senior marketers'?
The findings have revelled that Asia-Pacific marketers face hurdles in meeting strategic goals amid rampant changes in buying behaviour, and marketers are striving to overcome obstacles effecting customer engagement.
Download this free snapshot survey report to learn more.
Engage customers like never before. To engage more see: http://sqz.co/Kx9p8DX
Customer Experience Strategy: Bad News is Good News & Doing the Whole JobClearAction
Customer experience management requires embracing of customers' constructive feedback. It is more systematic and broad than typical customer advocacy efforts.
See http://ClearActionCX.com
suitecx Thought Leadership: Balancing Customer Needssuitecx
While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.
Winterberry: Customer Experience Marketing: Realizing the Promise of Dynamic ...John Zell
It has been a subject of intense study—and even more intense commentary— for as long as marketers have been battling for the affections of consumers. When the topic turns to “customer experience,” everyone has an opinion ...
How to Improve Customer Experience with Multi-Channel MarketingTakeVivek Srivastava
Understand the needs, wants, and preferences of your target audience . Track customer behaviour, patterns, and adapt to accommodate shifts #webinar with @leadsquared #marketingautomation www.upturnc.com
The intelligence that creates an individual approach and gets results. The role of direct Mail in today’s
media mix / study results. How to create an omni-channel
experience using Big Data and smart technology
Executive Summary
Business marketers have always advertised in specialized media such as trade magazines, but their audiences have traditionally been too narrow to use television, radio, and similar mass outlets. This limitation has carried over into the digital world, where business marketers could target ads on search terms and industry Web sites but not buy display ads that reach broad audiences. This has become an increasing problem as buyers do more research anonymously on the Web, making them harder to identify and nurture. Tools such as content marketing and social media have filled some of the gap by offering alternative methods of acquiring new names. But those methods are labor and content- intensive, making them difficult to scale. As a result, business marketers have longingly eyed the “insert coin here” efficiency that lets consumer advertisers reliably increase results by raising their display ad spend.
Happily, new methods have now made online display advertising a more effective, higher volume option for business marketers. Improved audience targeting expands the number of prospects marketers can reach and how frequently they can be contacted. Business marketers must learn a few new tricks to take advantage of this opportunity. But in return they gain a greater control over the flow of new names and more precise targeting of the messages for each individual. This Guide will ease your entry to the new world of effective B2B display advertising. Let the journey begin.
This brief 11-page How-To Guide is designed to provide practical advice for B2B Display Advertising and outlines the following:
What is Display Advertising?
Display Advertising For Marketers
Challenges
Resources
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
HGS Interactive is a partner agency for Subrat Bisht and specializes in Digital CRM. In this presentation HGSI has debunked the myths around social crm and shared valuable Insights. For more case studies like this, visit www.hgsinteractive.com
Digital Customer Experience Strategies Summit | New York | September 24th & 2...Thomas Barnes
Protect your reputation, profits and ensure customer loyalty. Design digital customer experiences that engage your customers anytime, anywhere.
Creating a unified and personalized customer experience across channels is pivotal to any modern business strategy. Given the proliferation of digital channels, companies need to strategize how best to use digital channels that reconcile business and brand objectives with customer needs.
Develop an action plan to make customer-centricity in this digital age a core element of your company’s daily operations. Collect best practices to track your customers’ experiences and optimize the performance of your digital projects. Source the right tools and develop key processes to prioritize your digital investments and identify areas for improvement that will maximize your ROI.
Benchmark your company against internationally recognized digital customer experience programs and interact with cross-industry leaders in interactive Q&A sessions. Digital has the power to innovate and it is here to stay; you do not want to be behind the curve.
Your next step — this conference!
Implement 10 key digital customer experience best practices / solutions / strategies:
1. Incorporate customer – centricity to align your operational processes
2. Improve your digital CX performance with actionable data analytics
3. Manage social conversations effectively
4. Create digital experiences to secure customers over your fastest growing channels
5. Increase engagement and deliver value through mobile
6. Leverage digital innovations to drive customer experience
7. Align business objectives with customer needs
8. Deliver consistent omni-channel experiences
9. Benchmark your success to uncover new opportunities
10. Capitalize on digital channels to increase conversion
A day wise presentation of my bootcamp on AEP taken in September 2021. For more information, and to read day wise materials, please head over to my website: https://thelearningproject.in. You can also reach out to me on ritesh@thelearningproject.in
Utilizing Intent Data to Get Everyone a Seat at the Planning TableAggregage
Social distancing is a byword now often heard in B2B companies, but what about the departmental distance between your own organization's sales and marketing teams? This detachment can lead businesses to use the wrong account-based marketing programs (ABMs) as an instant fix, but it isn’t a magic tool that will make all your problems disappear. Join James Gilbert, CMO at CRMNEXT, for his in-depth & exclusive session about properly using intent data during your ABM campaign.
Gleanster Research and Act-On Software sought to answer these questions. We conducted a study in Q4 2014 and Q1 2015, surveying marketing professionals in 750 companies to understand how they perceive and support customer relationship management. For the purposes of this study, we defined CRM as: Any iteraction a customer has with your brand across all stages of the customer lifecycle.
The Role of Marketing in today's Enterprises: A Cross-Cultural Comparison -- ...Sven Tuzovic
The purpose of this study is to explore the role of marketing in today’s enterprises and examines the antecedents of the marketing department’s influence and its relationship with market orientation and firm performance. Countering the frequent claim in an anecdotal and journalistic work that the role of the marketing department diminishes, the findings of this study show that across different geographic regions and firm sizes, strong marketing departments improve firm performance and that they should continue to play an important role in firms.
Customer Experience Strategy: Bad News is Good News & Doing the Whole JobClearAction
Customer experience management requires embracing of customers' constructive feedback. It is more systematic and broad than typical customer advocacy efforts.
See http://ClearActionCX.com
suitecx Thought Leadership: Balancing Customer Needssuitecx
While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.
Winterberry: Customer Experience Marketing: Realizing the Promise of Dynamic ...John Zell
It has been a subject of intense study—and even more intense commentary— for as long as marketers have been battling for the affections of consumers. When the topic turns to “customer experience,” everyone has an opinion ...
How to Improve Customer Experience with Multi-Channel MarketingTakeVivek Srivastava
Understand the needs, wants, and preferences of your target audience . Track customer behaviour, patterns, and adapt to accommodate shifts #webinar with @leadsquared #marketingautomation www.upturnc.com
The intelligence that creates an individual approach and gets results. The role of direct Mail in today’s
media mix / study results. How to create an omni-channel
experience using Big Data and smart technology
Executive Summary
Business marketers have always advertised in specialized media such as trade magazines, but their audiences have traditionally been too narrow to use television, radio, and similar mass outlets. This limitation has carried over into the digital world, where business marketers could target ads on search terms and industry Web sites but not buy display ads that reach broad audiences. This has become an increasing problem as buyers do more research anonymously on the Web, making them harder to identify and nurture. Tools such as content marketing and social media have filled some of the gap by offering alternative methods of acquiring new names. But those methods are labor and content- intensive, making them difficult to scale. As a result, business marketers have longingly eyed the “insert coin here” efficiency that lets consumer advertisers reliably increase results by raising their display ad spend.
Happily, new methods have now made online display advertising a more effective, higher volume option for business marketers. Improved audience targeting expands the number of prospects marketers can reach and how frequently they can be contacted. Business marketers must learn a few new tricks to take advantage of this opportunity. But in return they gain a greater control over the flow of new names and more precise targeting of the messages for each individual. This Guide will ease your entry to the new world of effective B2B display advertising. Let the journey begin.
This brief 11-page How-To Guide is designed to provide practical advice for B2B Display Advertising and outlines the following:
What is Display Advertising?
Display Advertising For Marketers
Challenges
Resources
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
HGS Interactive is a partner agency for Subrat Bisht and specializes in Digital CRM. In this presentation HGSI has debunked the myths around social crm and shared valuable Insights. For more case studies like this, visit www.hgsinteractive.com
Digital Customer Experience Strategies Summit | New York | September 24th & 2...Thomas Barnes
Protect your reputation, profits and ensure customer loyalty. Design digital customer experiences that engage your customers anytime, anywhere.
Creating a unified and personalized customer experience across channels is pivotal to any modern business strategy. Given the proliferation of digital channels, companies need to strategize how best to use digital channels that reconcile business and brand objectives with customer needs.
Develop an action plan to make customer-centricity in this digital age a core element of your company’s daily operations. Collect best practices to track your customers’ experiences and optimize the performance of your digital projects. Source the right tools and develop key processes to prioritize your digital investments and identify areas for improvement that will maximize your ROI.
Benchmark your company against internationally recognized digital customer experience programs and interact with cross-industry leaders in interactive Q&A sessions. Digital has the power to innovate and it is here to stay; you do not want to be behind the curve.
Your next step — this conference!
Implement 10 key digital customer experience best practices / solutions / strategies:
1. Incorporate customer – centricity to align your operational processes
2. Improve your digital CX performance with actionable data analytics
3. Manage social conversations effectively
4. Create digital experiences to secure customers over your fastest growing channels
5. Increase engagement and deliver value through mobile
6. Leverage digital innovations to drive customer experience
7. Align business objectives with customer needs
8. Deliver consistent omni-channel experiences
9. Benchmark your success to uncover new opportunities
10. Capitalize on digital channels to increase conversion
A day wise presentation of my bootcamp on AEP taken in September 2021. For more information, and to read day wise materials, please head over to my website: https://thelearningproject.in. You can also reach out to me on ritesh@thelearningproject.in
Utilizing Intent Data to Get Everyone a Seat at the Planning TableAggregage
Social distancing is a byword now often heard in B2B companies, but what about the departmental distance between your own organization's sales and marketing teams? This detachment can lead businesses to use the wrong account-based marketing programs (ABMs) as an instant fix, but it isn’t a magic tool that will make all your problems disappear. Join James Gilbert, CMO at CRMNEXT, for his in-depth & exclusive session about properly using intent data during your ABM campaign.
Gleanster Research and Act-On Software sought to answer these questions. We conducted a study in Q4 2014 and Q1 2015, surveying marketing professionals in 750 companies to understand how they perceive and support customer relationship management. For the purposes of this study, we defined CRM as: Any iteraction a customer has with your brand across all stages of the customer lifecycle.
The Role of Marketing in today's Enterprises: A Cross-Cultural Comparison -- ...Sven Tuzovic
The purpose of this study is to explore the role of marketing in today’s enterprises and examines the antecedents of the marketing department’s influence and its relationship with market orientation and firm performance. Countering the frequent claim in an anecdotal and journalistic work that the role of the marketing department diminishes, the findings of this study show that across different geographic regions and firm sizes, strong marketing departments improve firm performance and that they should continue to play an important role in firms.
How to Find the ONE Consumer Insight to Transform Your BrandAustin_AMA
For Austin AMA's December 2015 luncheon, marketing and advertising veteran, Rob Malcolm talked about how to find the consumer insights that will transform your brand and your business. Published with the permission of the speaker. Copyright: Rob Malcolm 2015
I prepare this deck because I consider myself a devoted and passionate consumer insights researcher. I have been working on the market research field for about 13 years, and recently founded Consumer Insights – Unlocking the mind of consumers. I truly believe in insights. I think that a consumer centered organization fueled by consumer insights is the best solution for marketing and business success, and I want to share and promote consumer insights vision thorough our professional community. Thanks! Cristina Quiñones. www.consumer-insights.blogspot.com / cristinaq@consumer-insights.com.pe
We already showed you how to build a Beautiful REST+JSON API(http://www.slideshare.net/stormpath/rest-jsonapis), but how do you secure your API? At Stormpath we spent 18 months researching best practices, implementing them in the Stormpath API, and figuring out what works. Here’s our playbook on how to secure a REST API.
Customer Experience is a key differentiator – globally, 81% of consumers are willing to pay more for a better experience [Capgemini]. Learn about the changing customer environment, how to go about creating a customer experience-led approach and the benefits it will bring!
Modern Marketing: The Case of Microsoft USMicrosoft
What are the challenges facing CMO's today? Explore the opportunities in modern marketing, and get a close up view of how Microsoft US is embracing digital transformation.
Customer and marketing analytics: Integrating multichannel data to gain actio...Mindtree Ltd.
Understanding consumers is the key to long term engagement, loyalty and profitability. The increasing number of channels that consumers can interact with makes available an explosion of data for deriving customer insights and effective marketing. The integration of this multichannel data has become increasingly complex, leaving many marketers overwhelmed and unable to derive meaningful insights.
In this deck you will find best practices for marketing in the high tech industries. See how the NHL, Samsung, Nikon and more are using techniques such as contextual marketing and predictive analytics to be more relevant to their customers.
Accelerating Customer Insights & enhancing Business impactAjay Kelkar
How do you convert data into insight and then use that to drive business impact. Here are some lessons from my experience in HDFC bank and also as an entrepreneur at Cequity
Online Test, Target and Measurement
The pressure to deliver results and show ROI for all marketing spend is further complicated by market pace changes and economic climate. Learn how to find the optimal mix of ideas, and do it faster to increase ROI on marketing spend and provide relevant content and interactions to target audiences through the different channels including web, email, and mail.
* Nancy Shaver, Consulting Principal, Experian Marketing Services
Discover the best practices and considerations for engagement marketing success!
For digital transformation to be achieved, businesses need to think about their wider business strategies considering the people, processes and technology required to leverage an effective results-focused marketing strategy.
This event from Marketo and digital consultancy partner, SuccessFlow, follows the trend of many marketers investing into marketing platforms with no digital strategy. Doing this can lead to wasted time and budget, and there is often limited ability to track success of your marketing automation investment.
The Age Of New Reality Marketing V5.1 FinalTony Mooney
It\'s been a bug-bear of mine for many years that the average marketing skill set has not moved on very much from the 1960\'s model of 4 \'P\'s (Product, Price, Promotion, Place). Or that marketing is still largely synonomous with advertising - and spam advertising at that. This is a presentation I did to a marketing forum out in Singapore, where I\'ve tried to outline the new capabilities of the marketer of the 21st century. I also postulate the (controversial) perspective that a chunk of this new capability - especially around data and decisioning - might be better out sourced, leaving the internal marketing skills to be concentrated on strategy and proposition. See what you think. [Sorry you won\'t have my spoken narrative just yet but the slides are reasonably self explanatory]
Three Foundational Components to Successful Customer Journey Ops (2).pdfMarion Boberg
Presentation to Helsinki Customer Journey management meet-up. Personal reflection on past 6 years of working in the field of CX and Service design.
Exploring 3 questions/challenges:
1-How to construct a robust customer journey framework,
2-How to form optimal customer understanding,
3-How to craft a CX dashboard for actionable insights.
Helsinki, 2024
Tell the story of your customer thanks to your data and take accurate Marketing decisions.
Discover now how weBlend experts can guide you in the Data Jungle!
Why marketing automation is indispensible (Shimon Ben Ayoun)B2B Marketing Forum
The use of marketing automation systems has grown by more than 50% in the US over the last years. In Europe however many European B2B companies still haven’t adopted marketing automation at all.
Marketing automation software provides the precise information buyers need as they move through the buying process. It helps us to guide buyers to consider, prefer, and select our products and services. In other words, it helps us in lead generation, nurturing, qualification, conversion, and much more. Marketing automation software, when used properly, will increase operational efficiency and grow revenue faster.
In short, marketing automation has become indispensable in the marketing journey from cost centre to revenue generator. Marketing can now prove its added value in a transparent way to sales. In this session Shimon Ben Ayoun from spotONvision will explain how marketing and sales can be facilitated with marketing automation.
Transforming the Digital Experience Via Customer Journey MappingRocketSource
As the modern consumer's expectations of a sublime digital experience increase, so does the need for a new customer journey map. In this post, I unveil the Customer Insights Map, which makes the traditional exercise of customer journey mapping more intelligent by answering the nuances of today's buyers, leveraging machine learning, artificial intelligence, and path-to-purchase analytics to boost the lifetime value of customers.
Similar to The Agency in Transformation: How Customer Journeys Will Transform the Agency-Brand Relationship... Forever (20)
Retargeting has emerged as an effective way to improve results from Web marketing. Originally limited to serving Web banner ads to people who had previously visited a company’s Web site, it has now been expanded to include messages based on search terms, content viewed elsewhere on the web, and other online/offline behaviors. What these activities all share is insight into a person’s intent, which forms the basis for targeted advertising. Intent-based personalization and targeting is more effective than targeting based on demographics or the location an ad displays, older and still more common approaches. The trade-off is that intent is harder to identify, so audiences for retargeting messages are much smaller than those available using less refined methods.
Turnkey Personalization Strategies for Localized MarketingGleanster Research
Personalization remains an elusive challenge for marketers in 2014. But for national brands supported by a corporate marketing department AND a network of local entities/affiliates, challenges with personalization are amplified by fragmented technologies, redundant marketing spend, and issues with brand compliance. While local marketers may be in the best position to personalize the brand for local target audiences, they may not have the tools, skills, or resources to act accordingly.
For industries like financial services, insurance, manufacturing, retail, hospitality, and pharma top line growth is heavily dependent on establishing a trusted relationship with customers. But how? Its 2014, but 78% of marketers in these industries support legacy marketing technologies or processes put in place decades ago – and personalization is more of a pipedream than a reality. Maybe it’s time to revisit the concept of personalization.
You’ll learn:
• How Top Performing organizations support personalization in localized marketing
• The role of technology in 2014, and innovations that are literally making personalization turnkey
• Trends and emerging tactics to watch out for over the next 1-3 years
• Practical advice for improving your marketing personalization efforts
Marketing Automation - Gleanster Research CheatSheet: Gleanster Research
What marketing automation is
How marketing automation works
Definitions of common jargon and acronyms associated with marketing automation
Common out-of-the-box features in marketing automation tools
How to justify investments in marketing automation
How much marketing automation tools cost
Essential pre-purchase tips and tricks to maximize an investment in marketing automation
What Sales Leaders Should REALLY Expect from Marketing AutomationGleanster Research
Double the bid-to-win ratio for the top 20% highest performing sales reps as a result of marketing automation.
If they used to close 2 out of 10 deals per period, they will close an average of 4 out of 10 qualified and prioritized deals within a year of investing in marketing automation (possibly more). According to research 68% of All Other organizations are passing unqualified leads to sales – which means sales has to search for the needles
The Publishers Guide to Programmatic Media Buying and SellingGleanster Research
Programmatic direct demands that publishers take additional liberties to truly make their audience discoverable. You have to make it easier for brands to locate the audience they value. Only then can programmatic direct bidding deliver demand optimized pricing for publishers. Buyers will only demand higher prices if they know they can target audiences with programmatic direct as efficiently and effectively as they can with RTB on remnant inventory.
Ready, Set, Launch! Using Social Media to Improve Product and Service LaunchesGleanster Research
According to respondents to the Q4 2013 Social Listening survey, 8 out of 10 marketers had used social media to promote and launch new products and services. But these efforts are largely limited to two main activities: brand promotion and social listening. With so much money, time, and effort leading up to a launch social media can and should be used for more strategic activities.
Building a Business Case for Localized Marketing AutomationGleanster Research
Join Gleanster Principal Analyst for a look at building a business case for localized marketing automation. You'll learn how to frame the challenges internally, how LMA technology can help facilitate cost savings and sales lift, and most importantly - how to justify the investment with tangible numbers.
Michiels references an ROI model built by Gleanster that allows marketers to calculate the benefits of localized marketing using internal numbers.
Maximizing ROI from Digital Asset Management (DAM) InvestmentsGleanster Research
Looking to build a business case for your organization’s digital asset management needs? Gleanster Research will share what they discovered as a result of their recent study on how top performing organizations leverage digital asset management.
How do they do it? Hear firsthand the decisions and improvements top performers have made with their DAM environments that have helped make their organizations successful. Common themes include: workflow, collaboration, and customization.
Prepare now to measure the success of your DAM deployment. See what top performers use to measure their success with DAM and take away actionable steps to measure your own digital asset management effectiveness.
Attend the live panel discussion webinar to:
- Compile useful information to build a business case for a DAM
- Gather key recommendations from top performing DAM users on how to ensure your initiative is successful
- Take away valuable metrics to use on your own DAM investment
Hear from top performing organizations on how their workflow, collaboration and customization is configured to ensure they are successful
Linking Inbound Marketing to Sales Results: The Revenue Connection for Conten...Gleanster Research
Download the research study from this webinar (free): "Linking Inbound Marketing to Sales Results" http://www.gleanster.com/reports/linking-inbound-marketing-to-sales-results
These days, inbound marketing is capturing a ton of attention. There’s no shortage of guides and tactical best practices for implementing inbound marketing. Despite all the attention, marketers are struggling to create enough content to feed inbound strategy – and, not surprisingly, having a very difficult time measuring the return on investment. Maybe it’s time we back up and explore how Top Performers are measuring and justifying inbound marketing efforts. And yes, it can be measured and it can be linked to sales. This Deep Dive will explore why inbound marketing is compelling for Top Performers, and precisely how your organization can link inbound investments to actual sales results.
Find out how Top Performing sales teams are maximizing success in 2013. Based on the experiences of 300+ organizations.
http://www.gleanster.com/reports/reports/top-performing-tactics-for-overcoming-a-stagnating-sales-pipeline
Top 3 Ways Big Data Will Transform Digital Marketing in 2013Gleanster Research
Marketing is evolving. At times faster than some of us can keep up. Every good marketer can attest to the complexity of managing multi-channel execution; fragmented data, fragmented solutions, and ultimately, a fragmented customer experience. Execution is hard enough, but then there’s measurement and justification of marketing spend across channels. Is the data available across channels? Is the level of granularity on analysis actually useful for campaign optimization?
Most marketers cringe at the thought of managing the holistic customer experience. Actually, according to Gleanster Research 4 out of 5 enterprise marketers indicate improving the customer experience across channels and geographies is a current or planned priority in 2012.
In a distributed enterprise, corporate marketing is charged with managing a consistent brand across channels, but field marketers need autonomy and flexibility to deliver relevant messages that drive sales at a local level. This is particularly true for primary channels like email marketing where digital messages can be dynamically personalized for target audiences. But, empowering local marketers with email capabilities can lead to organized chaos on a global scale – and ultimately fragmented or inconsistent customer communications.
Remind me again what those quarterly targets are really after… oh yeah, REVENUE! It’s inevitable, at some point the success of Marketing and Sales is measured by one metric, revenue growth. But surprisingly few organizations take the time to really explore the factors that truly influence growth in revenue.
You’ve probably heard of dozens and dozens of different marketing metrics that are “essential” to marketing and sales. Seems overwhelming - well, not exactly.
In fact, research over the last decade has actually identified a tiny handful of metrics that EVERY organization should be measuring to optimize the lead lifecycle (from lead to prospect to customer). How do we know? Well, Top Performing organizations that consistently achieve as high as 6x industry standard revenue growth are sharing their secrets.
Powering Multi-Channel Marketing in Distributed Organizations (Gleanster / Di...Gleanster Research
Change is afoot. Now more than ever, consumers are demanding more intimate interactions and world-class customer service. Share of wallet is rewarded to organizations that create highly relevant and personalized customer experiences. That means corporate marketers are increasingly relying on local and field resources to engage with local audiences more intimately. Marketing is no longer a centralized function!
Unfortunately, for industries with a distributed sales and marketing presence (like Insurance, Financial Services, Franchises, Pharmaceuticals, and Hospitality) empowering local resources is challenging. It’s all too common to see fragmented and disconnected systems supporting customer communication in these industries. Corporate marketing struggles to control the brand which ultimately leads to less autonomy in local markets.
Learn how Top Performing distributed organizations are embracing multi-channel communications and achieving industry leading performance as a result.
You’ll learn:
• 7 Secrets to Top Performer Success
• The role of technology in powering brand consistency AND local autonomy
• Industry specific trends for the recent Gleanster 2012 survey on Distributed Marketing
Digital marketing is the art and science of promoting products or services using digital channels to reach and engage with potential customers. It encompasses a wide range of online tactics and strategies aimed at increasing brand visibility, driving website traffic, generating leads, and ultimately, converting those leads into customers.
https://nidmindia.com/
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
A.I. (artificial intelligence) platforms are popping up all the time, and many of them can and should be used to help grow your brand, increase your sales and decrease your marketing costs.In this presentation:We will review some of the best AI platforms that are available for you to use.We will interact with some of the platforms in real-time, so attendees can see how they work.We will also look at some current brands that are using AI to help them create marketing messages, saving them time and money in the process. Lastly, we will discuss the pros and cons of using AI in marketing & branding and have a lively conversation that includes comments from the audience.
Key Takeaways:
Attendees will learn about LLM platforms, like ChatGPT, and how they work, with preset examples and real time interactions with the platform. Attendees will learn about other AI platforms that are creating graphic design elements at the push of a button...pre-set examples and real-time interactions.Attendees will discuss the pros & cons of AI in marketing + branding and share their perspectives with one another. Attendees will learn about the cost savings and the time savings associated with using AI, should they choose to.
10 Video Ideas Any Business Can Make RIGHT NOW!
You'll never draw a blank again on what kind of video to make for your business. Go beyond the basic categories and truly reimagine a brand new advanced way to brainstorm video content creation. During this masterclass you'll be challenged to think creatively and outside of the box and view your videos through lenses you may have never thought of previously. It's guaranteed that you'll leave with more than 10 video ideas, but I like to under-promise and over-deliver. Don't miss this session.
Key Takeaways:
How to use the Video Matrix
How to use additional "Lenses"
Where to source original video ideas
The Forgotten Secret Weapon of Digital Marketing: Email
Digital marketing is a rapidly changing, ever evolving industry--Influencers, Threads, X, AI, etc. But one of the most effective digital marketing tools is also one of the oldest: Email. Find out from two Houston-based digital experts how to maximize your results from email.
Key Takeaways:
Email has the best ROI of any digital tactic
It can be used at any stage of the customer journey
It is increasingly important as the cookie-less future gets closer and closer
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Mastering Multi-Touchpoint Content Strategy: Navigate Fragmented User JourneysSearch Engine Journal
Digital platforms are constantly multiplying, and with that, user engagement is becoming more intricate and fragmented.
So how do you effectively navigate distributing and tailoring your content across these various touchpoints?
Watch this webinar as we dive into the evolving landscape of content strategy tailored for today's fragmented user journeys. Understanding how to deliver your content to your users is more crucial than ever, and we’ll provide actionable tips for navigating these intricate challenges.
You’ll learn:
- How today’s users engage with content across various channels and devices.
- The latest methodologies for identifying and addressing content gaps to keep your content strategy proactive and relevant.
- What digital shelf space is and how your content strategy needs to pivot.
With Wayne Cichanski, we’ll explore innovative strategies to map out and meet the diverse needs of your audience, ensuring every piece of content resonates and connects, regardless of where or how it is consumed.
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
Everyone knows the power of stories, but when asked to come up with them, we struggle. Either we second guess ourselves as to the story's relevance, or we just come up blank and can't think of any. Unlocking Everyday Narratives: The Power of Storytelling in Marketing will teach you how to recognize stories in the moment and to recall forgotten moments that your audience needs to hear.
Key Takeaways:
Understand Why Personal Stories Connect Better
How To Remember Forgotten Stories
How To Use Customer Experiences As Stories For Your Brand
Core Web Vitals SEO Workshop - improve your performance [pdf]Peter Mead
Core Web Vitals to improve your website performance for better SEO results with CWV.
CWV Topics include:
- Understanding the latest Core Web Vitals including the significance of LCP, INP and CLS + their impact on SEO
- Optimisation techniques from our experts on how to improve your CWV on platforms like WordPress and WP Engine
- The impact of user experience and SEO
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
The Agency in Transformation: How Customer Journeys Will Transform the Agency-Brand Relationship... Forever
1. Ian Michiels
Principal Analyst
Gleanster Research
Featured Speakers:
WEBINAR
The Agency in Transformation:
How Customer Journeys Will Transform the Agency-Brand Relationship...
Forever
COMPLIMENTS OF:
Jeff Nicholson
VP of Marketing
Kitewheel
2. The Agency in Transformation:
How Customer Journeys Will Transform
the Agency-Brand Relationship... Forever
Ian Michiels
Principal & CEO
Gleanster Research
COMPLIMENTS OF:
3. TODAY’S STATS
PERFORMANCE BASED
ALGORITHM
All Survey
Respondents
2014 Customer Experience
Management, 2014
n= 276
Top Performers:
Respondents that achieved
Top Quartile performance in
key KPI’s
Everyone Else
Gleanster
Benchmark
Stats
2014
Omni-
Channel
Marketing
(Mar. 2014)
n= 327
Digital
Engagemen
t
(Sept.
2013)
n= 429
Total survey responses: 984
5. Agenda
Agency Challenges & Opportunities with the
Customer Journey
Bridging the Gap Between Strategy and
Execution
Recommendations & Stepping Stones
7. Customer
Experience
Priorities
THE BRAND
“We need help.”
“Dream up the experience and show us how to execute.”
“Show me how you’re measuring success… next week.”
Live & Breathe
These Challenges
•Expert
Resources
•Knowledge of
what works
Customer Journey
Offerings
•Strategic
•Inconsistent
•BUT – demand
is there from
clients
Moving beyond
strategy
•Limitations with
data
•Limitations with
tools
•Limitations in
the brand
THE AGENCY
Rapid Channel
Proliferation
•Digital
•Online / Offline
Empowered
Consumer
•Savvy
•Informed
•22% of
Consumers are
loyal to brands
Legacy or
Fragmented
Infrastructure
•Niche Tools
•Skills Gap
•Difficulty Adapting
THE BRAND TURNS TO THE
AGENCY
8. CMO Priorities in
2014
42%
53%
65%
78%
0% 20% 40% 60% 80%
Gain Insights with Customer
Data
Reduce Costs
Retain Profitable Customers
Increase Revenue
Top 3 Marketing Priorities for 2014
Top Performers n=69
* Customer Experience
Management Survey, Q1 2014,
n=276
9. Customer
Engagement
Priorities
76%
85%
88%
0% 20% 40% 60% 80% 100%
Personalization
Retention revenue (up-
selling / cross-selling)
Customer loyalty / lifetime
value
Top 2 Strategies for Addressing the Customer
Experience Mandate
All Respondents
* Customer Experience
Management Survey, Q1 2014,
n=276
10. Where are the
challenges in
the brand?
47%
51%
62%
64%
79%
0% 20% 40% 60% 80%
Fragmented marketing
systems
Poor data quality
Lack of data
Segmentation & targeting
Limitations in marketing
tools
Biggest Challenges with Managing the
Customer Experience
All Respondents
* Customer Experience
Management Survey, Q1 2014,
n=276
11. The
Misconception
about “Data
Driven Marketing”
Are you using customer
data to inform or
improve the customer
experience in ongoing
communications?
91% -
Yes
9%
All Respondents
Yes No* Customer Experience
Management Survey, Q1 2014,
n=276
In your opinion how effective is
your organization at using
available customer data to
optimize marketing
communications with
customers? (Choose one)
5%
10%
36%
29%
10%
0% 20% 40%
We're failing
Major room for
improvement
Minor room for
improvement
We're good
We're leaders
12. How are brands
actually using
customer data?
36%
38%
47%
47%
53%
67%
69%
41%
39%
31%
29%
29%
11%
12%
0% 20% 40% 60% 80% 100%
Third-party behavioral/attitudinal
data
Social media monitoring data
Third-party geo-demographic data
Campaign engagement data
Web browsing/online behavioral
data
Customer Data (CRM or Marketing
Datamart)
Point-of-sale (POS) / transaction
data
Top Performer Use of Customer Data for
Segmentation
Currently Use Plan to Use
* Customer Experience
Management Survey, Q1 2014,
n=276
13. The
Challenge
and the
Opportunity
Customer expectations are molded and shaped by
the most innovative brands
Forces the issue of customer journey optimization at
ALL brands
The opportunity for agencies is long-term
Fragmented and disconnected technologies lead to:
Challenges with data
Challenges with execution
Every client is unique
Brands find it difficult to staff and retain talent with
expertise in emerging digital channels.
16. 2 Types of
Agencies?
Innovators
Pursuing the opportunity
You can talk-the-talk
Over promise,
underwhelm
Everyone Else
Kicking the tires
Open to the opportunity
17. Trends
among
agency
resources
30% of agency resources believe they
could be doing more to help clients
optimize the customer journey.
* Customer Experience
Management Survey, Q1 2014,
n=45 Agency Participants
18. Challenges
with the
customer
journey – for
agencies
* Customer Experience
Management Survey, Q1 2014,
n=45 Agency Participants
39%
51%
73%
73%
89%
0% 25% 50% 75% 100%
Lack of data
Lack of expertise in the
brand
Time and effort required to
configure campaigns
Poor data quality
Fragmented marketing
systems
Biggest Challenges with Helping Clients
Manage the Customer Experience
Agency (n=45)
19. Still Noise
Around Key
Concepts
Ask 10 marketers (or agencies) what these terms
mean and you get 10 different answers.
Customer
Journey
Customer
Journey
Map
Multi-
Channel
Marketing
Omni-
Channel
Marketing
20. The
Customer
Journey
What it is:
All interactions a customer has with your brand
Cross-channel, cross-device, online / offline
From the time they find out your brand exists to the
long-term relationship as a loyal customer.
A unique contextual experience for each customer
Unpredictable
What it is NOT:
A campaign
Something you can control or manage
A series of linear steps
21. Customer
Journey Map
What it is:
A tool to understand how customers might engage with
a brand
Contextually based on the buyer – customer
perspective
A tool to help identify opportunities to improve the
customer journey: messaging, technology, channel
strategy, etc.
What it is NOT:
A static document
A high level bulleted presentation – it’s a deep dive
Limited by what can be done today
22. Omni-channel
Marketing
What it is:
Omni-channel is the orchestration of communications
across any channel a customer or prospects chooses to
engage
Contextually relevant & data driven
Re-enforces the brand and the communication
Accounts for the fact that customers will each have a
unique customer journey
Delivers incremental value across any channel
What it is NOT:
Execution of multiple different messages across
multiple different platforms
A series of campaigns via different channels
23. Customer
Data
There is a common misconception that data must be
in once place to manage the customer journey
Leads to expensive and time consuming transformational
initiatives
Excessive focus on the robustness of data
Huge impediment to Customer Journey offerings:
“We have to get this right first... Then… we can focus on the
customer journey”
Hook into the data- technology can help facilitate
rapid integration and near real-time analysis of
massive volumes of structured and unstructured data
Data must be accessible
Data must be actionable via automation & business
rules
24. Technology
Infrastructure
The average organization supports 3-5 different
marketing technologies
Fragmented tools weren’t designed to work
together, but they are still CRITICAL to success
Every client has a different technology
infrastructure
Its’ time consuming to replace
It’s not scalable from a best practice standpoint
Brands cant afford to start over
26. Ideas
Dream up the customer experience- tell us what it should
look like.
Pull the brand into the strategy, help them understand it’s
not a campaign or a linear path that can be managed
Be the voice of the customer for the brand.
Become the “maestro” of the customer journey. The
relationship demands oversight over:
Customer Data
Communications
Strategy
Technology
Set boundaries for what will be required from the brand.
The Agency must become a strategic asset for conducting the
customer journey.
27. Plan
A Realistic Plan
Not hacked code
Expensive infrastructure investments with no
clear timeline
Quick wins
Demonstrate in advance how success will be
measured
Examples from Kitewheel
28. Execution
Leverage existing tools for the customer
journey – they are configured and pre-
populated with critical customer data
Every brand is different – so a hub model is
ideal.
Plug into existing infrastructure and develop
automated triggers for the customer journey
Customers fire these triggers based on
behavior, purchase history, and other
attributes.
Customer engagement is flexible across any
channel.
33. Case Study
Individual Real-time Journeys
Choices
Web Activity
o 25 action triggers
o 94 behavior rules
o 80+ dashboards
o 240 Content items
Dashboards
Readiness Cues
Call to Action
Motivational Msgs
Badges
Progress
o 1000+ routes through
the customer journey
o Behavior linked to
customer and baby
data and decisions
o Guide mothers
through 7 steps of
early childhood
o Engage, encourage,
educate, reward
o Gamification around
completion stats, medals
& emails
o All visit data tracked
o Clicks, actions, videos,
shares unload, scrolls,
focus
o Linked to consumer
data records
33