The document discusses customer experience management and outlines a six-step process for improving customer experience. It notes that firms with stronger customer relationships achieve loyalty levels three times higher than others. The six steps include conducting a customer experience audit, creating a brand proposition, designing the customer experience, improving internal communication, updating products/processes, and enhancing external communication. The goal is to move from being product-focused to creating lifestyle brands that provide exceptional experiences and build brand loyalty.
Salesforce is the leading virtual application for all enterprises with a large workforce. Salesforce is one of the best online cloud system for businesses because it enables easy collaboration amongst your sales, customer service, marketing team, and much more. All of the applications offered by Salesforce are known to be the best online cloud system because it's not only easy to use, but it's also easily manageable amongst your employees. All businesses need some sort of applications to save, store, and share data and this cloud computing system allows you to track and record different types of transactions and processes that usually takes up a lot of time and reduces the amount of productivity that your workforce could be performing. By managing and tracking all of your data, you can find errors to fill throughout any downtime through innovative products that act as a digital computing solution for all your business needs. Salesforce, the best online cloud system, allows you to improve productivity, efficiency, and your bottom line. Salesforce lives up to that potential as the leading virtual sales system for support for this very reason. If your looking for the best online cloud system then you've arrived at your destination. All businesses can benefit from many of Salesforce's AppExchange programs which allows you to use any of their developed leading CRM applications to collaborate and effectively organize and retrieve data. Hands down, Salesforce is the best online cloud system for businesses. Check out the slide to see why big corporations are saying Salesforce is the best online cloud system for businesses.
To try Salesforce go here http://billionairesintraining.com/partners/salesforce/, and enter REF:SLIDESHARESF in the "Interests" box at the bottom of the page. Thank you and I look forward to doing business with you.
Design developement For Portfolio Management AppsAbhilash Mishra
The document describes requirements for a portfolio management application. It needs to allow marketing teams to author case studies, group them into portfolios, and share portfolios with clients via a mobile app. Key features include authoring case studies, grouping studies into portfolios, browsing portfolios, and getting client feedback. Users will include marketing staff, project leads, and clients. The app will help marketing share customized portfolios and see how clients engage with different case studies.
ARC has developed several conceptual models to help manufacturers address challenges in areas like mass customization, quality, delivery schedules, and real-time information tracking. These models include the Collaborative Manufacturing Management model, Operational Excellence model, Real-time Performance Management model, Asset Lifecycle Management model, Asset Performance Management model, and Project Performance Management model. The models are based on decades of research and are intended to improve decision-making by helping organizations optimize their people, processes, technologies, and performance across various domains.
1. The document discusses partner marketing and how to improve relationships with partners to drive conversion. It emphasizes developing progressive partnerships through understanding partners' businesses and adding value.
2. The iris approach involves defining strategic paths and shared growth agendas with partners. It also focuses on field teams, brand effect, consumer behavior and marketing support to optimize partner activities.
3. Dashboards are used to track partner strategies, observations, and opportunities for briefs that accelerate brands and add value through differentiated products and services. The goal is influencing purchase both in and outside of retail through long-term progressive partnerships.
The counterintuitive nature of customer experience managementGeert Martens
Beyond Philosophy is a consulting firm that helps companies improve their customer experience management. They address tough questions about defining the customer experience, understanding customer expectations, measuring the experience gaps, and ensuring employees are engaged in delivering the desired experience. Improving the customer experience can result in increased customer satisfaction, reduced costs, and higher revenues and profits for companies. The customer experience is both a rational interaction and emotional experience for customers.
The Cloud Computing China Congress (CCCC http://www.cloudcomputingchina.org ) is specially designed for senior IT and line of business executives evaluating and making purchasing decisions in the areas of on-demand infrastructure and software services.
IBM offers business process management software that can help organizations improve process efficiency. The software provides a single environment for modeling, executing, and monitoring business processes. It allows processes to be improved through rapid iterations. IBM has the largest customer base for BPM software and offers the broadest set of capabilities including decision management. The document promotes a discovery workshop to help organizations define objectives and recommendations for a BPM initiative.
Salesforce is the leading virtual application for all enterprises with a large workforce. Salesforce is one of the best online cloud system for businesses because it enables easy collaboration amongst your sales, customer service, marketing team, and much more. All of the applications offered by Salesforce are known to be the best online cloud system because it's not only easy to use, but it's also easily manageable amongst your employees. All businesses need some sort of applications to save, store, and share data and this cloud computing system allows you to track and record different types of transactions and processes that usually takes up a lot of time and reduces the amount of productivity that your workforce could be performing. By managing and tracking all of your data, you can find errors to fill throughout any downtime through innovative products that act as a digital computing solution for all your business needs. Salesforce, the best online cloud system, allows you to improve productivity, efficiency, and your bottom line. Salesforce lives up to that potential as the leading virtual sales system for support for this very reason. If your looking for the best online cloud system then you've arrived at your destination. All businesses can benefit from many of Salesforce's AppExchange programs which allows you to use any of their developed leading CRM applications to collaborate and effectively organize and retrieve data. Hands down, Salesforce is the best online cloud system for businesses. Check out the slide to see why big corporations are saying Salesforce is the best online cloud system for businesses.
To try Salesforce go here http://billionairesintraining.com/partners/salesforce/, and enter REF:SLIDESHARESF in the "Interests" box at the bottom of the page. Thank you and I look forward to doing business with you.
Design developement For Portfolio Management AppsAbhilash Mishra
The document describes requirements for a portfolio management application. It needs to allow marketing teams to author case studies, group them into portfolios, and share portfolios with clients via a mobile app. Key features include authoring case studies, grouping studies into portfolios, browsing portfolios, and getting client feedback. Users will include marketing staff, project leads, and clients. The app will help marketing share customized portfolios and see how clients engage with different case studies.
ARC has developed several conceptual models to help manufacturers address challenges in areas like mass customization, quality, delivery schedules, and real-time information tracking. These models include the Collaborative Manufacturing Management model, Operational Excellence model, Real-time Performance Management model, Asset Lifecycle Management model, Asset Performance Management model, and Project Performance Management model. The models are based on decades of research and are intended to improve decision-making by helping organizations optimize their people, processes, technologies, and performance across various domains.
1. The document discusses partner marketing and how to improve relationships with partners to drive conversion. It emphasizes developing progressive partnerships through understanding partners' businesses and adding value.
2. The iris approach involves defining strategic paths and shared growth agendas with partners. It also focuses on field teams, brand effect, consumer behavior and marketing support to optimize partner activities.
3. Dashboards are used to track partner strategies, observations, and opportunities for briefs that accelerate brands and add value through differentiated products and services. The goal is influencing purchase both in and outside of retail through long-term progressive partnerships.
The counterintuitive nature of customer experience managementGeert Martens
Beyond Philosophy is a consulting firm that helps companies improve their customer experience management. They address tough questions about defining the customer experience, understanding customer expectations, measuring the experience gaps, and ensuring employees are engaged in delivering the desired experience. Improving the customer experience can result in increased customer satisfaction, reduced costs, and higher revenues and profits for companies. The customer experience is both a rational interaction and emotional experience for customers.
The Cloud Computing China Congress (CCCC http://www.cloudcomputingchina.org ) is specially designed for senior IT and line of business executives evaluating and making purchasing decisions in the areas of on-demand infrastructure and software services.
IBM offers business process management software that can help organizations improve process efficiency. The software provides a single environment for modeling, executing, and monitoring business processes. It allows processes to be improved through rapid iterations. IBM has the largest customer base for BPM software and offers the broadest set of capabilities including decision management. The document promotes a discovery workshop to help organizations define objectives and recommendations for a BPM initiative.
Branding Banks For Shareholder Value 4.0 Why Brand BanksGeoffrey Johns
The fourth in a series of papers tracing the path from customer perceotions to shareholder value in banking. This one deals with the value of a brand to banks.
Whats new in customer experience managementPrayukth K V
Social media and new technologies are empowering people and changing society in fundamental ways. The collective voice of people online cannot be controlled and is shaping history. Customers now demand personalized experiences on their terms. This customer-centric reality is transforming industries and requiring companies to focus on building trust and delivering value.
Customer Experience Management in Telecoms - North AmericaTelecomsIQ
This document is an invitation and agenda for the Customer Experience Management in Telecoms North America conference happening February 14-16, 2012 in Miami, Florida. The conference will focus on how telecom companies can improve customer experience to increase loyalty and reduce costs. It will include keynote speakers from major telecom companies discussing how to establish a customer-centric culture and case studies on improving first contact resolution rates, engagement through social media, and more. A pre-conference workshop on February 14th will address establishing a customer-centric organization and reducing total customer service costs.
This document provides an agenda and details for the "Maximising Customer Loyalty & Profitability" conference taking place from May 21-24, 2012 in Berlin, Germany. The conference will focus on learning innovative strategies for developing profitable customer loyalty programs, increasing customer lifetime value, and stimulating brand loyalty despite declining customer spend. Speakers will include CMOs, VPs, and Directors from telecommunications companies who will present case studies on their successful customer retention and loyalty initiatives. Sessions will address topics such as using customer segmentation for personalised campaigns, calculating customer lifetime value, leveraging customer data for insights, and measuring the impact of loyalty programs. The conference aims to provide operators with solutions for driving tangible results from their investments in customer
The document discusses elements of business strategy including determining the product market and level of commitment of resources. It provides models for the strategic planning process involving external and internal analysis to identify and select strategies. Additional topics covered include developing objectives and functional plans, defining mission and vision, conducting environmental scanning, and addressing competitive challenges. The key aspects of strategy development and implementation are analyzed.
1. Company Pages allow companies to showcase their brand, products, jobs and culture to attract professionals and build awareness.
2. Marketing Solutions outlines the requirements for creating a Company Page and walks through setting up key sections like the Overview tab, Products & Services tab, and publishing updates.
3. Company Pages provide analytics that help admins understand who is engaging with their page and targeted updates, allowing companies to communicate directly with followers based on attributes like language, geography, industry and job function.
4 services, vision and characteristicsRishi Mathur
This document provides an overview of a lecture on service vision and characteristics. It discusses:
1) Understanding services is challenging because they involve human interactions and are intangible, but services represent a large and growing part of the economy.
2) Segmenting customers for services is difficult because demographic data is often not sufficient, and transaction data can help identify customer segments for frequently consumed services.
3) Differentiation is key for services since culture is difficult to copy, and companies can expand their offering over time in response to customer needs and expectations.
4) A framework divides a company into external, internal, and interface environments to understand how to design and improve services.
This document outlines how an organization assists clients by aligning with their business drivers and people programs. It focuses on engaging individuals and teams through organizational programs while enhancing core measures like productivity, profitability, compliance and competitive advantage. The organization integrates with clients' existing operations and safety programs.
This document provides a template for companies to develop a basic CSR policy and report. It outlines key topics that should be covered such as company information, economic impact, mission and values, stakeholder consultation, workplace practices, marketplace activities, community involvement, and environmental management. For each topic, it lists examples of initiatives and content that could be included as well as the potential benefits to businesses of addressing these issues in their CSR reporting. The goal is to help companies be transparent, develop trust with stakeholders, meet stakeholder and regulatory expectations, improve operations and relationships, and gain competitive advantages.
Procurement Benchmarking Survey 2012 Main Report The Power Of Procurementalaindhoe
The findings from the survey indicate that, although most procurement functions have made significant progress in terms of creating value for their organizations, over the past few years, momentum has stagnated somewhat. In large part, this is because much of the ‘low hanging fruit’ has already been harvested in terms of cost savings, leverage and price. In order to enhance the value delivered, Procurement functions will need to stretch to identify broader opportunities and take on a more strategic role.
The document discusses KVP Corp and its business philosophy, facts, and services. KVP aims to help businesses grow using a social enterprise framework. It focuses on 5 industry verticals and has served over 60 customers. KVP's solution framework takes a phased approach moving from initial rollout to fully utilizing its enterprise cloud computing platform. The platform provides project management, collaboration, HR management and other tools. KVP aims to make businesses smarter by focusing on customers and communities.
Six truths BtoB marketers must accept to be successful with marketing automation:
1. Marketing automation requires developing a strong process and filling marketing skills gaps.
2. Process is key - marketers must define stages of the marketing funnel and how leads will be nurtured.
3. The buying process has changed - buyers do extensive research online before engaging with sales.
4. Content is important to support buyers at each stage and overcome their objections.
5. Lead nurturing provides value to prospects and drives greater conversion than just generating leads.
6. Marketers may lack skills for deep use of automation and will need training, new hires, or an agency.
Business Beam is a management and IT consultancy that offers services including appraisals and trainings. It strives to optimize organizational and professional performance. It has offices in the US, UAE, Saudi Arabia, and Pakistan, and has worked in multiple countries. It provides consultancy services and training across various business functions like management, operations, projects, human resources, and IT in areas such as strategy, process improvement, and certification programs. Its clients include companies in the IT, oil and gas, financial, telecom, and other sectors in Saudi Arabia and UAE. It has provided trainings to over 5,000 professionals from over 400 organizations across 15 nationalities.
Leading companies are focusing their supply chains on the customer and consumer. They design supply chains from the shelf back to ensure they are winning customers and consumers. They also balance global scale with local responsiveness to meet varied customer needs. This allows them to gain a competitive edge through customer service innovations, flawless execution, joint supply chain value creation, and responsiveness. In real life, companies focus on service, work closely with customers, and ensure flexibility to pursue opportunities and provide differentiated products and services.
Intrepid is a research and consulting firm that uses qualitative, quantitative, and ethnographic techniques to deliver customer insights and innovation solutions. It has offices in London and Seattle with a focus on projects in the UK and US. Intrepid helps clients make better decisions through evidence-based insights rather than just research reports. It takes a multi-disciplinary approach and works across many industries including IT, telecoms, media, education, finance, gaming, and retail.
The document discusses BluSky Marketing and their online hotel guest experience surveys. They provide customizable surveys to collect feedback from hotel guests. This allows hotels to identify issues, improve their service and reputation, and gain insights from guest comments. BluSky Marketing designs and hosts the surveys online to provide hotels with real-time results and analysis to enhance the guest experience.
The document discusses 10 key trends reshaping travel in a connected world. Mobile devices and connectivity are driving changes in consumer behavior and expectations. People are using multiple devices and accessing content and services on demand. Younger generations in particular value experiences over ownership and prioritize access and convenience. Data from mobile devices and apps provides opportunities for more personalized and contextual experiences.
Digital Hotel Guest Experience Tom Voirol at FHA2014 (Food & Hotels asia co...Reading Room
Rethinking Customer Engagement Touch Points to Deliver Enhanced Guest Experience and Drive Revenue
· Identifying and offering a very consistent experience to your guest
· Every touch point is an opportunity for Customer Wow – leverage them effectively via Mobile
· Rapidly respond to changing customer expectations across multiple customer touch points
The document discusses IHG's strategy to enhance the digital guest experience through mobile technologies. IHG has over 4,800 hotels worldwide and aims to connect all aspects of the guest journey from search and booking to arrival and stay through its mobile app. The presentation notes that guests now expect to use technology throughout their travel and that hotel brands are investing heavily in mobile to combat online travel agencies. IHG's digital team focuses on identifying connected experiences across the guest journey, and its app is central to the strategy, having generated $900 million in mobile bookings in 2014. The roadmap includes further innovations for 2015.
Branding Banks For Shareholder Value 4.0 Why Brand BanksGeoffrey Johns
The fourth in a series of papers tracing the path from customer perceotions to shareholder value in banking. This one deals with the value of a brand to banks.
Whats new in customer experience managementPrayukth K V
Social media and new technologies are empowering people and changing society in fundamental ways. The collective voice of people online cannot be controlled and is shaping history. Customers now demand personalized experiences on their terms. This customer-centric reality is transforming industries and requiring companies to focus on building trust and delivering value.
Customer Experience Management in Telecoms - North AmericaTelecomsIQ
This document is an invitation and agenda for the Customer Experience Management in Telecoms North America conference happening February 14-16, 2012 in Miami, Florida. The conference will focus on how telecom companies can improve customer experience to increase loyalty and reduce costs. It will include keynote speakers from major telecom companies discussing how to establish a customer-centric culture and case studies on improving first contact resolution rates, engagement through social media, and more. A pre-conference workshop on February 14th will address establishing a customer-centric organization and reducing total customer service costs.
This document provides an agenda and details for the "Maximising Customer Loyalty & Profitability" conference taking place from May 21-24, 2012 in Berlin, Germany. The conference will focus on learning innovative strategies for developing profitable customer loyalty programs, increasing customer lifetime value, and stimulating brand loyalty despite declining customer spend. Speakers will include CMOs, VPs, and Directors from telecommunications companies who will present case studies on their successful customer retention and loyalty initiatives. Sessions will address topics such as using customer segmentation for personalised campaigns, calculating customer lifetime value, leveraging customer data for insights, and measuring the impact of loyalty programs. The conference aims to provide operators with solutions for driving tangible results from their investments in customer
The document discusses elements of business strategy including determining the product market and level of commitment of resources. It provides models for the strategic planning process involving external and internal analysis to identify and select strategies. Additional topics covered include developing objectives and functional plans, defining mission and vision, conducting environmental scanning, and addressing competitive challenges. The key aspects of strategy development and implementation are analyzed.
1. Company Pages allow companies to showcase their brand, products, jobs and culture to attract professionals and build awareness.
2. Marketing Solutions outlines the requirements for creating a Company Page and walks through setting up key sections like the Overview tab, Products & Services tab, and publishing updates.
3. Company Pages provide analytics that help admins understand who is engaging with their page and targeted updates, allowing companies to communicate directly with followers based on attributes like language, geography, industry and job function.
4 services, vision and characteristicsRishi Mathur
This document provides an overview of a lecture on service vision and characteristics. It discusses:
1) Understanding services is challenging because they involve human interactions and are intangible, but services represent a large and growing part of the economy.
2) Segmenting customers for services is difficult because demographic data is often not sufficient, and transaction data can help identify customer segments for frequently consumed services.
3) Differentiation is key for services since culture is difficult to copy, and companies can expand their offering over time in response to customer needs and expectations.
4) A framework divides a company into external, internal, and interface environments to understand how to design and improve services.
This document outlines how an organization assists clients by aligning with their business drivers and people programs. It focuses on engaging individuals and teams through organizational programs while enhancing core measures like productivity, profitability, compliance and competitive advantage. The organization integrates with clients' existing operations and safety programs.
This document provides a template for companies to develop a basic CSR policy and report. It outlines key topics that should be covered such as company information, economic impact, mission and values, stakeholder consultation, workplace practices, marketplace activities, community involvement, and environmental management. For each topic, it lists examples of initiatives and content that could be included as well as the potential benefits to businesses of addressing these issues in their CSR reporting. The goal is to help companies be transparent, develop trust with stakeholders, meet stakeholder and regulatory expectations, improve operations and relationships, and gain competitive advantages.
Procurement Benchmarking Survey 2012 Main Report The Power Of Procurementalaindhoe
The findings from the survey indicate that, although most procurement functions have made significant progress in terms of creating value for their organizations, over the past few years, momentum has stagnated somewhat. In large part, this is because much of the ‘low hanging fruit’ has already been harvested in terms of cost savings, leverage and price. In order to enhance the value delivered, Procurement functions will need to stretch to identify broader opportunities and take on a more strategic role.
The document discusses KVP Corp and its business philosophy, facts, and services. KVP aims to help businesses grow using a social enterprise framework. It focuses on 5 industry verticals and has served over 60 customers. KVP's solution framework takes a phased approach moving from initial rollout to fully utilizing its enterprise cloud computing platform. The platform provides project management, collaboration, HR management and other tools. KVP aims to make businesses smarter by focusing on customers and communities.
Six truths BtoB marketers must accept to be successful with marketing automation:
1. Marketing automation requires developing a strong process and filling marketing skills gaps.
2. Process is key - marketers must define stages of the marketing funnel and how leads will be nurtured.
3. The buying process has changed - buyers do extensive research online before engaging with sales.
4. Content is important to support buyers at each stage and overcome their objections.
5. Lead nurturing provides value to prospects and drives greater conversion than just generating leads.
6. Marketers may lack skills for deep use of automation and will need training, new hires, or an agency.
Business Beam is a management and IT consultancy that offers services including appraisals and trainings. It strives to optimize organizational and professional performance. It has offices in the US, UAE, Saudi Arabia, and Pakistan, and has worked in multiple countries. It provides consultancy services and training across various business functions like management, operations, projects, human resources, and IT in areas such as strategy, process improvement, and certification programs. Its clients include companies in the IT, oil and gas, financial, telecom, and other sectors in Saudi Arabia and UAE. It has provided trainings to over 5,000 professionals from over 400 organizations across 15 nationalities.
Leading companies are focusing their supply chains on the customer and consumer. They design supply chains from the shelf back to ensure they are winning customers and consumers. They also balance global scale with local responsiveness to meet varied customer needs. This allows them to gain a competitive edge through customer service innovations, flawless execution, joint supply chain value creation, and responsiveness. In real life, companies focus on service, work closely with customers, and ensure flexibility to pursue opportunities and provide differentiated products and services.
Intrepid is a research and consulting firm that uses qualitative, quantitative, and ethnographic techniques to deliver customer insights and innovation solutions. It has offices in London and Seattle with a focus on projects in the UK and US. Intrepid helps clients make better decisions through evidence-based insights rather than just research reports. It takes a multi-disciplinary approach and works across many industries including IT, telecoms, media, education, finance, gaming, and retail.
The document discusses BluSky Marketing and their online hotel guest experience surveys. They provide customizable surveys to collect feedback from hotel guests. This allows hotels to identify issues, improve their service and reputation, and gain insights from guest comments. BluSky Marketing designs and hosts the surveys online to provide hotels with real-time results and analysis to enhance the guest experience.
The document discusses 10 key trends reshaping travel in a connected world. Mobile devices and connectivity are driving changes in consumer behavior and expectations. People are using multiple devices and accessing content and services on demand. Younger generations in particular value experiences over ownership and prioritize access and convenience. Data from mobile devices and apps provides opportunities for more personalized and contextual experiences.
Digital Hotel Guest Experience Tom Voirol at FHA2014 (Food & Hotels asia co...Reading Room
Rethinking Customer Engagement Touch Points to Deliver Enhanced Guest Experience and Drive Revenue
· Identifying and offering a very consistent experience to your guest
· Every touch point is an opportunity for Customer Wow – leverage them effectively via Mobile
· Rapidly respond to changing customer expectations across multiple customer touch points
The document discusses IHG's strategy to enhance the digital guest experience through mobile technologies. IHG has over 4,800 hotels worldwide and aims to connect all aspects of the guest journey from search and booking to arrival and stay through its mobile app. The presentation notes that guests now expect to use technology throughout their travel and that hotel brands are investing heavily in mobile to combat online travel agencies. IHG's digital team focuses on identifying connected experiences across the guest journey, and its app is central to the strategy, having generated $900 million in mobile bookings in 2014. The roadmap includes further innovations for 2015.
This document discusses creating a customer journey map to better understand a user's experience over time. It includes examples of mapping out touchpoints, needs, themes and channels across different stages. The goal is to help align business strategy and design a desirable user experience. Workshops are recommended to define process steps, map personas and scenarios. The customer journey map should be evaluated regularly as customer needs change over time.
ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...TheFocusGroup
This document summarizes a presentation given by Graham Webster, Director of Customer Experience at Telefonica Europe, at an event in March 2013. The presentation discusses:
1) The commercial rationale for improving the customer experience to turn customers into fans, including data showing increased loyalty, reduced churn, and willingness to pay more from customers with better experiences.
2) Telefonica's integrated approach to improving customer experience across functions and touchpoints to increase loyalty. This includes understanding customer satisfaction and loyalty drivers, designing experiences throughout the customer lifecycle, and ensuring alignment across the organization.
3) Some innovative customer experience activities Telefonica has implemented, such as in-store "Guru" support, a "Fair
This project was designed for Domus Academy’s Service and experience Design competition and was awarded the second place prize. Easy Booking & Pre Check In, Airport Check In and Personal Closets are all part of the service set, which can be offered to regular VIP customers. Easy Booking & Pre Check In is designed to improve the satisfaction on booking and check in processes. Airport check in is designed for the viP regulars who want to go directly to a meeting right from the airport or do not want to carry their bags till the check in. And Personal closet service is the highlight of this service set and designed for the viP regulars who don't want to carry any luggage or to keep it very light. VIP regulars can leave some of their personal belongings in hotel. Projects consist of 2 personas, customer journey and 2 blue prints.
The document discusses innovative trends hotels are using to create more personalized guest experiences. It describes amenities and programs focused on attracting different demographic groups such as millennials, baby boomers and business travelers. Some examples mentioned include offering electric vehicle charging stations, free bike rentals, pressing clothing for business travelers, stocking minibars with customizable snacks, and providing fitness equipment or classes in guest rooms for privacy. The document also discusses wellness programs like aromatherapy amenities and healthy snacks to promote better sleep. Meeting and event spaces are being adapted to cater to interests in farm-to-table dining and media presentations.
Elevate the Customer Journey - Hotel ExperienceYuki Chow
A comprehensive strategy planning deck for Homewood Suites (The extended-stay hotels under Hilton). Based on current brand assessment and customer experience prototyping, I recommended 3 core strategies and 6 concepts to enhance the customer experience.
Questions, comments and feedback are all welcome!
Understanding the various stages in the customer journey of a travel booker and how you can tap into it via creative marketing and innovative product ideas
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
We help clients in practical and cost effective ways to define, measure and deliver a differentiated customer experience.
Xperience Associates has worked with clients in industry sectors to implement successful customer experience transformation programmes into over 30 countries. Having stood in client shoes we understand both the opportunity and the challenges. Our proven recipes enable clients to move faster and implement a consistent approach across markets:
1. Define - a compelling customer programme and a roadmap to achieve it
2. Engage - stakeholders at all levels
3. Measure - how customers and partners rate your brand experience
4. Improve - what matters most to customers, grow advocacy + your business
At Xperience Associates we believe if you create a great experience, you’ll keep more existing customers and attract new ones through word of mouth.
CASRO Client Conference - The Practical Application of a CUSTOMER EXPERIENCE Program
Contact me to explore design, development & implementation of similar program for your Firm or Clients.
The document discusses KVP Corp and its business philosophy, facts, and services. KVP aims to help businesses grow using a social enterprise framework. It focuses on 5 industry verticals and has served over 60 customers. KVP's solution framework takes a phased approach moving from initial rollout to fully utilizing its enterprise cloud computing platform. The platform provides project management, collaboration, HR management and other tools. KVP aims to make businesses smarter by focusing on customers, communities and delivering strategy, people and technology solutions.
The document discusses KVP Corp, a business consulting firm founded in 2008. It focuses on facilitating customer growth using a social enterprise framework. KVP has served over 60 customers across 5 industries, addressing challenges in customer acquisition, alignment, delivery, service, innovation, and efficiency. KVP's solution framework takes a phased approach moving from initial rollout to fully utilizing enterprise cloud computing capabilities. Key services include strategy, people effectiveness, and cloud computing. The document highlights customer testimonials praising KVP's customized solutions and ability to drive operational efficiency and innovation through collaboration on a single platform.
The document discusses KVP Corp's business philosophy, facts, and services. KVP aims to help businesses strengthen customer acquisition, align delivery and service, and innovate through strategy consulting, people effectiveness, and enterprise cloud computing. Key facts provided include that KVP was founded in 2008, has a team of 30 members focusing on social enterprise, and has served over 60 customers across 5 industries. The document outlines KVP's solution framework and lists customer testimonials praising KVP's integrated approach and help with operational efficiency, visibility, and innovation.
Customer Ambassadors Final Marketing In The OilfieldBrownja12
The document discusses establishing a customer ambassador program. It recommends understanding the role of ambassadors through focusing on a brand's promise, customer interactions, and building brand equity. It also suggests creating a sense of urgency, forming a guiding coalition of departments, and empowering employees to act as ambassadors through marketing programs, recognizing successes, and establishing short-term goals. Workout sessions are presented as a way to identify key touchpoints and ways for all functions to contribute to the customer experience.
This document discusses social CRM and its evolution from traditional CRM. It begins by defining customer experience and how social CRM aims to develop deeper emotional bonds with customers through understanding their experiences across multiple touchpoints. It outlines how social CRM leverages external information from sources like social networks to develop a more complete view of each customer. The document then discusses how social CRM has expanded the customer touchpoints companies must engage with and how it has shifted the focus to collaborative relationships within a customer's broader network. It concludes that social CRM complements traditional CRM by extending its capabilities to support conversations with customers and markets.
Towards better customer experience managementPrayukth K V
The document discusses 7 steps for improving customer experience management:
1. Understand customer needs, wants, and preferences through research.
2. Establish economic frameworks to understand the impact of marketing, sales, and service decisions.
3. Track customer behavior patterns over time and adapt strategies accordingly.
4. Develop lead nurturing and customer management plans tailored for different customer segments.
5. Develop a customer-centric information architecture to gain a single view of each customer.
6. Optimize customer touchpoints to deliver consistent, positive experiences.
7. Measure program effectiveness and return on investment of customer experience initiatives.
This document discusses online customer relationship management (CRM) and related concepts. It defines the three pillars of relationship marketing as CRM, customer experience management (CEM), and customer collaboration management (CCM). CRM is described as targeting, acquiring, transacting, servicing, retaining, and building long-term customer relationships. CEM is comprehensively managing a customer's cross-channel exposure, interaction, and transaction with a company. CCM is a business strategy supported by technology and processes to engage customers in collaborative conversations to provide mutually beneficial value. The document provides examples of using these concepts in e-marketing and customer service.
CRM Manufacturing - Birmingham 25th Jan 2012antonioferrin
This document discusses how customer relationship management (CRM) can help manufacturing companies. It defines CRM as "the company's response to the customer's control of the conversation." It explains that CRM focuses on understanding customers, their needs and value to the company. CRM helps manufacturers through initiatives like loyalty programs, customized offers and pricing, and analytical CRM to transform transactional data into customer insights and predictions. The document outlines key factors for successful CRM implementation, such as leadership from business areas, implementing in phases starting with highest ROI, communication, and defining clear metrics.
Service Marketing and How It Relates To Product ManagementSam Klaidman
A presentation to the Boston Product Managers Association describing the role of Service Marketing, how it fits with the Product Management function, Solutions as a source of Differentiation
Services Marketing and Product ManagementSam Klaidman
This is the slide deck used at a Boston Product Management Association meeting to demonstrate how Services Marketing and Product Management are mutually dependent. This is a good overview of the role of Services Management in a business.
National retail federation yosi heber speech 1-15-13Yosi Heber
This document discusses strategies for leveraging mobile and social media to broaden existing retail marketing efforts. It outlines 10 strategic revenue drivers for digital growth, including initial customer engagement, word-of-mouth marketing, personalization, and mobility. The presentation provides 12 case studies illustrating these drivers and discusses how to apply the principles to increase customer engagement, drive revenue, and build brands using an analytic framework called the EQ Pulse. The speaker is the president of a strategic marketing firm that advises major companies on integrating digital media.
20090901 London Enterprise Session V3 ColourRogerBurlton
The document provides an overview of business process architecture and why it is important. It defines a business process architecture as a set of models and documents that describe an organization's business processes, their relationships, and how they align with strategic goals. The document discusses modeling enterprise processes, defining performance measures, establishing process governance, and aligning capabilities. It emphasizes that a business process architecture helps ensure enterprise processes support strategic intent and stakeholders.
The document is an agenda for a presentation on the engaged enterprise through integration of Microsoft Dynamics and IBM WebSphere. The presentation discusses how Dynamics CRM and AX can help organizations capitalize on complexity, rapidly implement changes, and leverage new partnerships through flexible integration enabled by WebSphere. It provides overviews of Dynamics CRM and AX and highlights their benefits for improving customer interactions, sales effectiveness, and coordination across applications.
Notes Version: Revolutionize Your Direct Marketing with SocialMobile! - 10 St...Vivastream
This document discusses strategies for leveraging social networking and mobile technologies to broaden direct marketing efforts. It outlines 10 strategic revenue drivers for digital growth, including initial customer engagement, active customer participation, and word of mouth/viral marketing. It provides 24 case studies illustrating how companies have successfully applied these drivers, such as using mobile apps, social media, and customer generated content. The presentation aims to help businesses generate new revenue through Web 2.0 and mobile channels.
Revolutionize with Mobile/Social! — 10 Strategies & 20 CasesVivastream
The document discusses strategies for leveraging mobile and social media to broaden existing direct marketing efforts. It outlines 10 strategic revenue drivers for digital growth, including initial customer engagement, word of mouth/viral marketing, personalization, and relationship building. The presentation provides 24 case studies illustrating these drivers and frameworks for social media and mobile marketing strategies. It aims to help companies generate new revenue by tapping into consumer engagement across digital channels.
The report summarizes a study measuring the brand equity of Colgate toothpaste using a modified version of the Winning Brands model. The study measured consumer loyalty, price premium, and brand leveragability for Colgate compared to four other toothpaste brands. It found that Colgate has the highest Brand Equity Index of 6.415, indicating it can best withstand changes in the market. However, Colgate is not the most leveragable brand and can primarily extend to similar oral care products only. Regression analysis showed awareness and health associations most influence Colgate's brand equity.
1) The document discusses trends in optimizing the ecommerce experience in 2011, including increasing investments in optimization services that can enhance existing websites and platforms.
2) Popular optimization services addressed include personalization, content targeting/testing, product recommendations, live help, and call/click tracking to improve engagement and conversion across channels.
3) Case studies show how companies have successfully used services like site testing, personalization, and mobile apps to double leads and increase customer interactions.
Brandcom is a full-service PR agency that offers strategic planning and implementation of PR campaigns to build clients' reputations. Their services include developing content for press releases, reports and websites; organizing media, employee and partner events; measuring campaign effectiveness; and managing brand PR programs, sponsorships, influencer relations and digital communications. Clients pay either a monthly retainer for a dedicated team, commission per project, or have their fees tied to project outcomes. Brandcom has expertise across various industries and nationwide coverage through relationships with journalists in 64 Ukrainian cities. Feedback from past clients praises Brandcom's professionalism, goal orientation, and reliable delivery.
Brandcom is a marketing communications agency that offers corporate PR services, brand PR services, and projects in distant regions to help businesses increase their market reputation through effective communication strategies, information campaigns, event management, digital marketing, and more. The agency is led by a Chief Executive Officer and also has a Client Service Director and Strategic Planning Director on its management team. Brandcom works with clients using an established team and single account manager while also engaging consultants and partners to broaden their services.
How to Implement a Real Estate CRM SoftwareSalesTown
To implement a CRM for real estate, set clear goals, choose a CRM with key real estate features, and customize it to your needs. Migrate your data, train your team, and use automation to save time. Monitor performance, ensure data security, and use the CRM to enhance marketing. Regularly check its effectiveness to improve your business.
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
How MJ Global Leads the Packaging Industry.pdfMJ Global
MJ Global's success in staying ahead of the curve in the packaging industry is a testament to its dedication to innovation, sustainability, and customer-centricity. By embracing technological advancements, leading in eco-friendly solutions, collaborating with industry leaders, and adapting to evolving consumer preferences, MJ Global continues to set new standards in the packaging sector.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfthesiliconleaders
In the recent edition, The 10 Most Influential Leaders Guiding Corporate Evolution, 2024, The Silicon Leaders magazine gladly features Dejan Štancer, President of the Global Chamber of Business Leaders (GCBL), along with other leaders.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...my Pandit
Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Industrial Tech SW: Category Renewal and CreationChristian Dahlen
Every industrial revolution has created a new set of categories and a new set of players.
Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
Digital Marketing with a Focus on Sustainabilitysssourabhsharma
Digital Marketing best practices including influencer marketing, content creators, and omnichannel marketing for Sustainable Brands at the Sustainable Cosmetics Summit 2024 in New York
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35. “The clear winner in the banking industry was First Direct,
which received a 42% rating compared with the sector
average of -4%.
Fans liked the fact that customer service staff were accessible,
friendly and knowledgeable...”
Source: Annual NPS awards. Satmetrix June 2010
47. THE BURBERRY EXPERIENCE MODULES
Delivering the Burberry
Experience in our Store
Module 1 – Be Professional
Module 2 – Be Perceptive
Module 3 – Be Proactive
Module 4 – Be Passionate
Module 5 – Persevere
Module 6 – Personalise
Module 7 – Partnership
47 / TFWA – May 10 2010
48. THE BURBERRY EXPERIENCE PILOT HIGHLIGHTS
FINANCIAL RESULTS
• KPIs over the first 6 months compared to 2 months pre-initiative:
–15% points better performance in change in LFL sales growth
–0.3% points better performance in UPT
PRE-PILOT BURBERRY EXPERIENCE PILOT
% Change LFL SALES
P
%Change
R
R
(E
P
48 / TFWA – May 10 2010
49. WHAT WERE THE RESULTS?-
2010
The top three factors that shoppers consider before recommending a brand are
merchandise, service and store atmosphere. Two standouts across several
criteria are British fashion house Burberry and French luxury outfit Louis Vuitton,
with 77% of shoppers saying they would recommend Burberry to family and
close friends...”
Source: The Luxury Institute April 2010
49 / TFWA – May 10 2010
50. WHAT WERE THE RESULTS?
-2010
50 / TFWA – May 10 2010