Social media can help companies deliver a customer service experience that aligns with customer expectations, resulting in a more loyal customer base and a larger wallet share. However, the value of these social technologies can’t be realized by just bolting them onto a suboptimal contact center. In this presentation, the presenters share tangible outcomes derived from cutting through the volume and complexity of information to understand what really matters in customer engagement.
Successful Customer Communication with Adobe ADEPDieter Hovorka
How you can enforce successful Customer Communication by using Adobe solutions. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
Why do different customer segments have special needs to win customer. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
Successful Customer Communication with Adobe ADEPDieter Hovorka
How you can enforce successful Customer Communication by using Adobe solutions. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
Why do different customer segments have special needs to win customer. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
Zip Dial Introduction Polls & SurveysAdamZipdial
ZipDial’s Mobile Survey platform allows businesses, governments in India and the Caribbean to reach more mobile users than SMS-based platforms, getting actionable insights in hours, not weeks.
To survive in today’s changing retail environment, smart organizations are working to optimize their (1) Shopping experience, (2) Operations, (3) Merchandizing and supply chain.
How DMPs Make Connectedness More Personal - An iCrossing Webinar Featuring Fo...iCrossing
To build a connected brand today, interactive marketers are moving away from tactical, transactional approaches toward data-centric strategies to create competitive advantage. Through the use of a data management platform (DMP) brands can now collect, protect, model and transform data into optimized audience profiles that easily integrate into the broader marketing and advertising ecosystem. On Thursday, January 26 at 2:00pm Eastern, we explored how new technologies like data management platforms (DMPs) are transforming the way that interactive marketers apply audience data to their marketing efforts.
Four Symptoms of Overspending on ADM ContractsEverest Group
Ross Tisnovsky, VP-Research, will
explain how many buyers’ unclear and inconsistent
ADM skill definitions can result in overspending on
outsourcing services by as much as 20% and
complicated project management.
Deciding Which Vendors To Work With
for Online Retailing for Online Retailing.
6 things you need to know, including;
• Before selecting
vendors know your internal context!
•Include context and
industry specific criteria
in an RFP’
•Introduce Performance
as a selection criteria wherever possible
•Travel light!
•Evaluate the Fuzzies!
•An insiders view..
EPA Misses the Mark on Fuel Consumption LabelsSiegel+Gale
New survey reveals 85 percent of Americans want information, but both proposed labels cause confusion and fail to meet their information needs
A recent Siegel+Gale survey found both of the new automobile fuel economy labels proposed by the U.S. Environmental Protection Agency (EPA) to be confusing. Overall, 66 percent rejected the version that emphasized a prominent letter grade (the vertical label) and favored the one that focused on miles per gallon (the horizontal Label). While respondents preferred the horizontal label, 38 percent found some aspect of the horizontal label confusing.
Siegel+Gale's Global Director of Research Insights Lisa Bertelsen and Global Director of Naming Nik Contis co-presented the session "What’s In a Name? Unlocking powerful brand names through market research" at MRA 2012 Annual Conference and Expo. The session looked at naming from the perspective of a market researcher and seasoned "namer," offering guidance on name evaluation and research design.
Zip Dial Introduction Polls & SurveysAdamZipdial
ZipDial’s Mobile Survey platform allows businesses, governments in India and the Caribbean to reach more mobile users than SMS-based platforms, getting actionable insights in hours, not weeks.
To survive in today’s changing retail environment, smart organizations are working to optimize their (1) Shopping experience, (2) Operations, (3) Merchandizing and supply chain.
How DMPs Make Connectedness More Personal - An iCrossing Webinar Featuring Fo...iCrossing
To build a connected brand today, interactive marketers are moving away from tactical, transactional approaches toward data-centric strategies to create competitive advantage. Through the use of a data management platform (DMP) brands can now collect, protect, model and transform data into optimized audience profiles that easily integrate into the broader marketing and advertising ecosystem. On Thursday, January 26 at 2:00pm Eastern, we explored how new technologies like data management platforms (DMPs) are transforming the way that interactive marketers apply audience data to their marketing efforts.
Four Symptoms of Overspending on ADM ContractsEverest Group
Ross Tisnovsky, VP-Research, will
explain how many buyers’ unclear and inconsistent
ADM skill definitions can result in overspending on
outsourcing services by as much as 20% and
complicated project management.
Deciding Which Vendors To Work With
for Online Retailing for Online Retailing.
6 things you need to know, including;
• Before selecting
vendors know your internal context!
•Include context and
industry specific criteria
in an RFP’
•Introduce Performance
as a selection criteria wherever possible
•Travel light!
•Evaluate the Fuzzies!
•An insiders view..
EPA Misses the Mark on Fuel Consumption LabelsSiegel+Gale
New survey reveals 85 percent of Americans want information, but both proposed labels cause confusion and fail to meet their information needs
A recent Siegel+Gale survey found both of the new automobile fuel economy labels proposed by the U.S. Environmental Protection Agency (EPA) to be confusing. Overall, 66 percent rejected the version that emphasized a prominent letter grade (the vertical label) and favored the one that focused on miles per gallon (the horizontal Label). While respondents preferred the horizontal label, 38 percent found some aspect of the horizontal label confusing.
Siegel+Gale's Global Director of Research Insights Lisa Bertelsen and Global Director of Naming Nik Contis co-presented the session "What’s In a Name? Unlocking powerful brand names through market research" at MRA 2012 Annual Conference and Expo. The session looked at naming from the perspective of a market researcher and seasoned "namer," offering guidance on name evaluation and research design.
As firms seek to engage stakeholders while rebuilding from the recession, leaders must regain workforce confidence. It's time to bury mission statements and align employees under a powerful sense of organizational purpose. In an unconventional presentation, Siegel+Gale co-CEO and President David Srere will discuss how purpose can help leadership uncover what inspires employees about an organization, its promise and contributions to the world.
How to Engage Customers and Manage Perceptions Using a Clear Brand Voice Siegel+Gale
Siegel+Gale Managing Director Jason Cieslak co-presented the session: Doing Digital the Right Way – How to Engage Customers and Manage Perceptions Using a Clear Brand Voice. Joined by Patricia Reupke, Director of Consumer Relationship Marketing at Baylor Health Care System, Jason discussed how to create a successful digital strategy that reflects an organization’s brand promise and engages multiple audiences through various platforms.
Achieving Dialogue In The Age Of The Omni-Channel CustomerG3 Communications
"Blast" marketing strategies of the past are no longer sufficient to engage today's customers and foster loyalty. Typical campaign response rates have plummeted while customer opt-out rates have ascended, limiting your ability to converse with even your most valuable customers. New automated dialogue strategies can help retailers create a seamless experience across all channels and engage with each of their customers as individuals, connecting every customer communication - outbound, inbound, marketing, sales or service - into an ongoing dialogue where customer insight and understanding forms the basis for each and every interaction.
IBM Collaboration Forum - Lars-Olof AllerhedIBM Sverige
Exceptional Web Experiences and IBM Northstar project
Denna presentation lär dig mera om hur du kan förbättra dialogen med dina kunder med hjälp av IBMs lösningar inom Exceptional Web Experience och Exceptional Customer Experience. IBM:s lösningar kan hjälpa dig att knyta kunderna närmare ditt varumärke, öka kundnöjdheten samt minska kostnader.
Denna presentation hölls vid IBM Collaboration Forum 2011 i Stockholm.
Talare: Lars Olof Allerhed, Collaboration Evangelist, IBM Collaboration Solutions
Conferencia Simultánea CISCO / Logicalis
León Grekin, Director Financial Services - Cisco Systems, Inc.
12º Congreso Internacional de Tecnología para el Negocio Financiero
CEM4Mobile Customer Experience Management Solution with mobile analytics for Mobile Network Operators. Solution to understand and manage the end-to-end customer experience and quality assurance.
Consumers are smarter today than ever before. In fact, today's consumers own your brand. Their shopping expectations are higher, they make decisions faster, and they research thoroughly and independently. Consumers also know they have a lot of choice regarding when and where to purchase. Added to the mix are consumers who are increasingly technology savvy, more demanding, and are making tradeoffs by focusing on value, transparency and accountability. If retailers are unable to provide the convenience or service consumers expect, loyalty will evaporate, competitive advantage will erode, and retailers’ value proposition will crumble.
In this webcast you will discover how to satisfy the smarter consumer by providing a seamless customer experience that reaches across all touch points, spanning human, digital, social and mobile modes of access that are optimized according to customer preferences...a customer experience that delivers products and services flawlessly to keep customers coming back for more.
Learn how Best Buy responds to customer control and demands and how the electronics and home appliances retailer is tackling issues with mobile, digital, social media, inventory availability, fulfillment flexibility and convenience.
Once consumers get a taste of the seamless shopping experience, they expect it. It doesn’t matter what your product or service is. Join us and learn how to put your business back in control of the shopping experience.
Naming Architecture: A Blueprint for Portfolio SimplicitySiegel+Gale
Jeff Lapatine (strategy director, brand development) delves into naming and nomenclature architecture, and how by deploying simple, easy to codify concepts, you can unlock the potential of your portfolio through the power of simplicity.
One of the most frequent questions I get is how do you stay current? In the sprint of back to school, I asked 15 marketing leaders the question and documented their learning as well as my own.
A successful brand must create a meaningful brand experience for their customers. Our Global CMO, Margaret Molloy, asked a cross-industry sample of CMOs how they are showing their customers love. See what they said.
Mergers, acquisitions, and spin-offs are tricky operations. By keeping these seven crucial questions in mind, companies can be sure that their brand doesn't get lost in the clutter.
Why the Financial Services need simplicitySiegel+Gale
Customer demand for simplified experiences continues to rise and never more has this been so prevalent in the financial services sector. Hardly surprising considering the complexity of lives today and the sheer volume of critical choices that need to be made on a daily basis.
The most successful brands are wise to the reality that to be loved is not the primary objective. What’s more critical is to be truly essential in the ways that matter most. Defined by knowing how to add value rather than complexity. Respected for delivering simple and straightforward products and services that people actually understand and have need for.
Our EMEA Strategy Director, Liana Dinghile provided insights into the leaders and laggards of the global pack of brands vying for that all-important, but alarmingly elusive, customer favour at the Financial Services Forum Annual Member's Conference. Shedding light on the new disruptors who are rewriting the rules of service delivery and elevating customer expectations to a whole new level by:
- Empowering people
- Reimagining the experience
- Removing friction
In a complex world, #SimplicityPays
Managing the hospital in-patient experience | Understanding where to investSiegel+Gale
Few would argue the importance of delivering a quality patient experience, but how do you determine where improvements would have the greatest impact?
Siegel+Gale's Rolf Wulfsberg, PhD, Global Director of Quantitative Insights, shares a unique analysis of patient experience data from a national study of hospital patients.
+ Gain insights into the findings of our recent PinPoint™ study that examined the experiences of 500 hospital patients nationally
+ Learn how it is possible to segregate the impact of different touch points on the overall patient experience
+ See patient experience strategy maps that help inform investment decisions
+ Understand how the drivers of patient acquisition differ from the drivers of retention (e.g., word of mouth recommendations to others)
+ Learn some specific steps that can be taken to improve the hospital experience
Siegel+Gale is a global strategic branding firm committed to building world-class brands through elegantly simple, unexpectedly fresh strategies, stories and experiences. We deliver comprehensive services in brand development, simplification, research and digital media. Since our founding by brand sage and simplification pioneer Alan Siegel in 1969, Siegel+Gale's mantra has been "Simple is Smart."
19 CMOs/CEOs Reveal Big Changes in B2B MarketingSiegel+Gale
Inspired by our recent B2BNow study, our Global CMO, Margaret Molloy, reached out to marketing executives to learn how the trend in consumerization of B2B has affected their marketing behaviors. See what they had to say.
NETGEAR Reconnects
A champion fights to stand out
NETGEAR, a global provider of wireless networking products for the home and small and medium business—and one of the most competitively spirited companies in its space—was searching for a way to articulate its brand reputation that fully reflected its top-tier success.
Despite recent surges in sales and considerable strength in retail, the company’s brand meaning was lagging in commercial and service-provider markets. NETGEAR needed to stand up and stand out in a marketplace where most contenders look the same. But its messaging was muddled. No longer just a “router” company, NETGEAR’s product mix had grown to include complete networking solutions that not only create a network, but also let you do more with it. It was a transformation that called out for a common brand across the company and a unifying message that would build on NETGEAR’s retail strength, transcend audiences and lift the company to even greater heights.
A redefining connection
Qualitative and quantitative research conducted by Siegel+Gale highlighted the opportunity to bring simplicity to the forefront. Combined with an increased focus on people, it would help differentiate the brand across audiences.
In the most practical terms, simplicity and ease of use had always defined NETGEAR’s brand and competitive edge in the retail space. Now it was time to redefine connectivity in a way that moved beyond routers to solutions that take advantage of the network for both home and office.
NETGEAR would become the “champion of connectivity.”
Building on that strength, Siegel+Gale developed a people-focused purpose that made every employee a champion furthering that cause.
To express the brand’s new direction, we optimized the existing NETGEAR logo and developed an adaptive and robust visual design system with a faceted graphic motif as the centerpiece. By introducing a tiered color palette and photographic categories, we were able to tailor communications to key customer segments and help NETGEAR gain more ground in the business networking space.
To launch the brand internally, we conducted training workshops, drafted extensive design guidelines, created a variety of templates for print use, as well as on-screen applications, and rolled out an environmental signage system to offices worldwide.
We also prepared NETGEAR for the future, re-imagining the customer experience based on the new brand strategy and developing customer journey maps to illustrate the experience and prioritize initiatives to ensure that NETGEAR continues to fulfill its brand promise.
The formula to success for digital experiencesSiegel+Gale
In today’s hyper-connected world, finding the right approach to creating digital experiences is no easy feat. It requires balancing customer, partner, and employee needs with brand opportunities and business needs, at all the right touchpoints.
It is more important than ever to align your digital strategy with those age-old, simple questions – the five Ws and the one H. They will increase your potential for happier users and better business outcomes.
So, ask yourself:
Why
Who
Where
What
When
How
What's in a name? Eight best practices for creating a successful name brandSiegel+Gale
Think about the importance of one right word. Brand names are often just that … one word, like Apple. When it comes to developing brand names, one or two right words count most.
One might think that brand names should come easily. Richard Branson just trusted his instincts when he came up with the Virgin name while drinking with a group of fiends in a pub. But what’s the best way to get the best brand name? And, how do you know it’s the best? Is there some sort of formula for success?
Truth is, creating brand names is more than an art than a science, but there are strategic best practices that a good marketer should follow in order to increase the likelihood of success when creating a new brand name.
The financial services customer experience: Understanding the impact of simpl...Siegel+Gale
Few would argue that customers crave simplicity. But from a business perspective, does it really matter?
+Gain insights into the findings of our Global Brand Simplicity Index — a report that evaluates the simplicity of 400+ global brands, including top national financial services providers
+Learn which interactions matter most and how simplifying the customer experience can create lasting brand relationships
+ Understand how innovative companies have made simplicity pay, and consider how to get started creating simpler, high-impact brand experiences
Siegel+Gale is a global strategic branding firm committed to building world-class brands through elegantly simple, unexpectedly fresh strategies, stories and experiences. We deliver comprehensive services in brand development, simplification, research and digital media. Since our founding by brand sage and simplification pioneer Alan Siegel in 1969, Siegel+Gale's mantra has been "Simple is Smart."
A brand marketer looks at what it means to be Irish in businessSiegel+Gale
I asked a sample of my LinkedIn connections – located in New York, Ireland, London, Silicon Valley, Los Angeles and Madrid – a simple question:
What does it mean to be Irish in business?
The answers are as engaging and refreshing as these accomplished professionals themselves. As a global Irish person - and brand marketer – I’m proud to share them with you.
17 B2B Women Marketers: One Question, Many ChallengesSiegel+Gale
In the spirit of International Women’s Day, as Global CMO of Siegel+Gale, I thought it would be intriguing to ask a sample of top female B2B marketers one question:
“What’s the #1 brand challenge facing B2B companies today?”
This question elicited thought-provoking responses. It is fascinating to hear from these 17 women, who come from a variety of industries including technology, healthcare and financial services.
The health insurance customer experience - Understanding the impact of simpli...Siegel+Gale
Few would argue that customers crave simplicity.But from a business perspective, does it really matter?
Siegel+Gale demonstrate the role of simplicity in creating positive customer interactions that build customer loyalty and ultimately increase revenue.
+ Gain insights into the findings of our Global Brand Simplicity Index - a report that evaluates the simplicity of 400+ global brands, including top national healthcare insurers
+Learn how your priorities stack up against the latest PinPoint report - a survey of 1,000+ health insurance customers on which brand experiences have the greatest impact
+ Understand how innovative companies have made simplicity pay, and consider how to get started creating simpler, high-impact brand experiences
Siegel+Gale is a global strategic branding firm committed to building world-class brands through elegantly simple, unexpectedly fresh strategies, stories and experiences. We deliver comprehensive services in brand development, simplification, research and digital media. Since our founding by brand sage and simplification pioneer Alan Siegel in 1969, Siegel+Gale's mantra has been "Simple is Smart."
Storytelling has been a fundamental method of communication since the era of cave drawings. In your own life, think back to when you were a child: what were your favorite stories? And why do you still remember them? A clear, compelling story allows you to connect with your audiences, influence culture, share your view of the world and build your brand. Is your story propelling your brand forward?
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
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Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
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Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
1. Social Done the Right Way
Part 1: Turbocharge Customer Service
By Leveraging Social Technologies
Part 2: How Baylor Health Care Systems
Engages With Its Audience While
Managing Perceptions
Presented to:
Customer Service Experience
31. Social Done the Right Way
Part 1: Turbocharge Customer Service
By Leveraging Social Technologies
Part 2: How Baylor Health Care Systems
Engages With Its Audience While
Managing Perceptions
Presented to:
Customer Service Experience
32. It’s not the strongest of the
species that survive, nor the
most intelligent, but the one
most responsive to change.
+ Charles Darwin
33. The situation
+! Metroplex is among the “We don’t just want one
most competitive markets of the best websites in
for healthcare the health care industry
+! Tired website experience —we want one of the
out of step with user best websites on the
needs, business internet.”
requirements and brand – Baylor Executive, 2007
+! Successful CRM,
advertising and
organizational shifts
+! Leadership saw the
writing on the wall
34. Getting from there to here
1.! Website – Rethink family of public
facing sites from the ground up
2.! Social Marketing – Identify where
to be and what to do
42. The impact
Success is in the numbers.
+! In August ’08, there were approximately 60,000 home page views.
September ’08, the month after launch, home page views soared to nearly
160,000 = 166% increase
+! Find a Physician page views in September ’08 were less than 2,000.
October ’08 they were nearly 14,000 = 600% increase
+! Find a Location page views in August ’08 were approximately 2,000.
September ’08 they reached nearly 12,000: 500% increase
43.
44. Getting from there to here
1.! Website – Rethink family of public
facing sites from the ground up
2.! Social Media – Identify where
to be and what to do
45. An open door to humanity online
“We follow our mission
“statement and our values from
“the top to the bottom. Social
“media tools would allow
“Baylor to show this—to be
“more personal with people in
“the community and to
“communicate our human
“touch manner.”
–Stakeholder Interview
46. Honing in on Baylor’s key audiences
Who do we want to engage?
Patients, family members, job seekers, and the general Dallas-Fort Worth community
Where will we find these people?
Blogs, Facebook and YouTube
Blogs Facebook YouTube
Never Never Never
1-10 1-10 1-10
times times times
11-20 11-20 11-20
times times times
21+ 21+ 21+
times times times
54. What it’s all about
Awesome image/graphic
Bringing it
all together
55. Customers should have a familiar service experience.
Everywhere. Every time.
YouTube
Mobile Facebook
self-service
Call Twitter
center
Hospital Web
56. The top 5 things we learned
+! Ask your audience what they want
+! Give your audience what they value
+! Make it easy for your audience to engage with you
+! Keep it fresh. Surprise them when you can
+! Remain true to your brand strategy
57. Thank you.
Thomas Mueller
Global Director, Customer Experience
Siegel+Gale
625 Avenue of the Americas
New York, NY 10011
tmueller@siegelgale.com
Twitter: @tmuellernyc