44 Facts Defining the Future of Customer EngagementSam Capra ☁️
Imagine having a single view of every customer interaction with your business at your fingertips. From the time they walk into your stores or office, visit your website, tweet about your products, or reach out to your call center for help- all of these interactions would be available in a single view of your customer. Now imagine how you can leverage that rich data to create a differentiated and seamless customer experience. A crystal ball is not required in order to envision the future of customer engagement but you will need to think beyond the traditional CRM to technology that can support the infinite possibilities and unique paths comprising your customers’ journey today.
Building and maintaining a loyal customer base isn’t easy. It takes more than just a good product or service to earn a customer’s devotion. Offering a rewards program isn’t enough, either. Given the voluminous number of loyalty programs available to consumers, brands must find innovative ways to engage today's empowered shoppers. A snapshot look at the loyalty landscape underscores the need and opportunity for brands to offer more engaging rewards programs.
The Accelerating Growth of Frictionless Commerce | A.T. KearneyKearney
Traditional payments are being replaced by new "frictionless" options that use customer-provided data to make a purchase without an explicit customer decision.
Infographic: Harnessing the Power of Customer Service 1to1 Media
In today’s interconnected and hyper-social world, consumers have little patience for poor customer
service. Companies are under pressure to meet customer expectations for optimal service. As
business leaders assess their customer strategies, here’s a snapshot look at why savvy companies
are investing in customer service and support as a key differentiator. —By Judith Aquino and Lorri Cosentino
44 Facts Defining the Future of Customer EngagementSam Capra ☁️
Imagine having a single view of every customer interaction with your business at your fingertips. From the time they walk into your stores or office, visit your website, tweet about your products, or reach out to your call center for help- all of these interactions would be available in a single view of your customer. Now imagine how you can leverage that rich data to create a differentiated and seamless customer experience. A crystal ball is not required in order to envision the future of customer engagement but you will need to think beyond the traditional CRM to technology that can support the infinite possibilities and unique paths comprising your customers’ journey today.
Building and maintaining a loyal customer base isn’t easy. It takes more than just a good product or service to earn a customer’s devotion. Offering a rewards program isn’t enough, either. Given the voluminous number of loyalty programs available to consumers, brands must find innovative ways to engage today's empowered shoppers. A snapshot look at the loyalty landscape underscores the need and opportunity for brands to offer more engaging rewards programs.
The Accelerating Growth of Frictionless Commerce | A.T. KearneyKearney
Traditional payments are being replaced by new "frictionless" options that use customer-provided data to make a purchase without an explicit customer decision.
Infographic: Harnessing the Power of Customer Service 1to1 Media
In today’s interconnected and hyper-social world, consumers have little patience for poor customer
service. Companies are under pressure to meet customer expectations for optimal service. As
business leaders assess their customer strategies, here’s a snapshot look at why savvy companies
are investing in customer service and support as a key differentiator. —By Judith Aquino and Lorri Cosentino
The social universe is constantly expanding and businesses have responded by increasing the
pace of social strategy adoption to generate leads, enhance customer care, and increase their
brand awareness. This infographic demonstrates the expanding size of the social universe, the
business value in adopting strategies that effectively tap into this exosystem to reach these prospects
and customers, and how many companies still lag in developing social strategies.
The consumerization of enterprise sales is already among us. B2B buyers are now mimicking consumer shopping behaviors.
http://www.alfonsogadea.es/b2b-is-the-new-b2c/
This white paper is focused around the way companies are redesigning their approach to loyalty, as traditional rewards programs fail to address customer expectations in terms of convenience, speed, and relevance.
In a world where we are always logged in and customer loyalties can switch with a few taps on a mobile phone, leading brands are rethinking the entire experience they deliver to their most loyal customers, in order to make repeat purchases a habit.
Our research, based on an analysis of 40 leading brands, examines how experiences designed to increase loyalty are evolving now and into the future.
Zebra Technologies surveys shoppers, retail decision makers and store associates and finds widely varying perceptions of in-store shopping experiences, by Don Talend, brand storytelling, content strategy and demand generation expert, retail industry
While speech technology has always been an integral element within the contact center, few companies have yet to fully embrace this wealth of data to support the development of the single customer view. However, phone calls continue to dominate in the world of customer service, as voice chat remains the most reliable avenue for quick problem resolution. Thus, companies must understand that, while implementation might not be the walk in the park they’d hoped for, speech analytics have the power to drive decisions and boost retention.
81% des utilisateurs utilisent désormais leurs terminaux mobiles pour rechercher des produits avant de se rendre en magasin. L’étude note par ailleurs qu’en un an les smartphones ont remplacé les tablettes comme vecteurs privilégiés d’achats retail.
Les deux tiers des acheteurs font leur recherche préalable à la maison.
Three Pillars of a Successful Mobile Marketing StrategyRetale
Christine Cline, Vice President of Marketing at Retale, shared at the 2017 PFMA Annual Conference how to successfully pivot your mobile marketing strategies to reach grocery shoppers on whatever device they may be using.
Mobile apps are ubiquitous. With more than 1.5 million apps in Apple's App Store alone, there's an app for nearly everything. Consumers’ app usage correlates to their growing availability. In response, marketers must adapt their mobile strategies to
better serve customers’ needs and expectations. 1to1 Media, with its partner SurveyMonkey, polled 578 U.S. consumers about their mobile app usage and preferences to help guide your app strategy.
The social universe is constantly expanding and businesses have responded by increasing the
pace of social strategy adoption to generate leads, enhance customer care, and increase their
brand awareness. This infographic demonstrates the expanding size of the social universe, the
business value in adopting strategies that effectively tap into this exosystem to reach these prospects
and customers, and how many companies still lag in developing social strategies.
The consumerization of enterprise sales is already among us. B2B buyers are now mimicking consumer shopping behaviors.
http://www.alfonsogadea.es/b2b-is-the-new-b2c/
This white paper is focused around the way companies are redesigning their approach to loyalty, as traditional rewards programs fail to address customer expectations in terms of convenience, speed, and relevance.
In a world where we are always logged in and customer loyalties can switch with a few taps on a mobile phone, leading brands are rethinking the entire experience they deliver to their most loyal customers, in order to make repeat purchases a habit.
Our research, based on an analysis of 40 leading brands, examines how experiences designed to increase loyalty are evolving now and into the future.
Zebra Technologies surveys shoppers, retail decision makers and store associates and finds widely varying perceptions of in-store shopping experiences, by Don Talend, brand storytelling, content strategy and demand generation expert, retail industry
While speech technology has always been an integral element within the contact center, few companies have yet to fully embrace this wealth of data to support the development of the single customer view. However, phone calls continue to dominate in the world of customer service, as voice chat remains the most reliable avenue for quick problem resolution. Thus, companies must understand that, while implementation might not be the walk in the park they’d hoped for, speech analytics have the power to drive decisions and boost retention.
81% des utilisateurs utilisent désormais leurs terminaux mobiles pour rechercher des produits avant de se rendre en magasin. L’étude note par ailleurs qu’en un an les smartphones ont remplacé les tablettes comme vecteurs privilégiés d’achats retail.
Les deux tiers des acheteurs font leur recherche préalable à la maison.
Three Pillars of a Successful Mobile Marketing StrategyRetale
Christine Cline, Vice President of Marketing at Retale, shared at the 2017 PFMA Annual Conference how to successfully pivot your mobile marketing strategies to reach grocery shoppers on whatever device they may be using.
Mobile apps are ubiquitous. With more than 1.5 million apps in Apple's App Store alone, there's an app for nearly everything. Consumers’ app usage correlates to their growing availability. In response, marketers must adapt their mobile strategies to
better serve customers’ needs and expectations. 1to1 Media, with its partner SurveyMonkey, polled 578 U.S. consumers about their mobile app usage and preferences to help guide your app strategy.
The estate donated to the City of Orlando by Harry P. Leu has become one of the country's leading botanical gardens. It's a great place to spend a day marveling at the treasures that are being cultivated on this site.
Consumer behavior in digital world - A New DimensionMoses Gomes
Consumer behavior study helps to identify consumers and target audience, the study provides in – depth analysis, which helps to identify the target audience. With the advent of social media, the process of studying consumer behavior has changed drastically. Social media along with Big Data helps to give better insights about consumers, this will prove a boon in the coming decade for marketers.
A SlideShare based on the results of a 2013 international survey of more than 500 e-commerce and e-business professionals, sponsored by IBM Tealeaf and conducted by Econsultancy
The reputation amplifier system is a way to automate requesting reviews from customers while also helping with quality control. Our sophisticated, revolutionary technique maximizes accuracy and speed for each reputation amplifier campaign.
Epsilon China Consumer Experience Report 2015Jeffrey Evans
Epsilon powers business results for the world’s leading marketers, using customer intelligence to ignite connections between brands and customers with solutions that integrate rich data, engaging creativity and robust technologies. Each year we conduct proprietary consumer research across China to gain customer perspectives on topics that matter to brands. In this year’s study, we sought to explore Chinese consumer experience: the connections with brands they value the most, and the impact of those connections on purchase behaviors. We looked at how Chinese consumers engage with brands, with an eye toward helping brands build and benefit from positive consumer experiences. Covering clothing, grocery, financial services, travel, luxury, restaurant, eCommerce, appliance, food and beverage, and consumer product sectors, Epsilon’s research examined in depth how China’s consumers engage with brands across numerous touchpoints and channels.
Presentation by F. Brian Whitman, President & CEO, Corrigan Consulting at the Smart Health Conference 2018, held at Bally's Las Vegas on the 26-27th of April, 2018.
"Budget + Strategy: Tipping the Balance (Sheet) in Your Favor" WebinarBluespire Marketing
During this BlueSpire TrendLab webinar, our marketing experts analyze results from an exclusive BlueSpire poll on what marketers are experiencing with budgeting and strategic planning.
Among the many things discussed during the webinar were:
- How financial and healthcare marketers are approaching/handling strategic planning and budgeting.
- The importance of tracking, measuring and reporting, all key elements to consider when deciding how to target audiences and get budgets approved.
- Specific recommendations that can be implemented at any type of organization, including those in highly regulated industries.
Capgemini has been tracking consumer shopping since 2002, gathering insights into the changing patterns of purchasing behavior from traditional high-street to multi-channel shopping.
Our most recent research - the Digital Shopper Relevancy Report 2014 - surveyed more than 18,000 digital shoppers from 18 countries.
Read the report to find out the role and use of digital channels (and devices), across the consumer purchasing journey today and in the future.
The ROI of Empowering Associates Through In-Store MobilityG3 Communications
Today’s consumers have more choices and more control than ever before. They will not tolerate less-than-stellar customer service, because they can reach into their pockets and check product reviews, prices and even purchase nearly any product in real time from an online retailer.
So what can retailers do to up their game when it comes to customer experience? By equipping store associates with mobile devices used to build relationships, not simply process transactions, retailers can have a significant impact on transaction size, conversions and even overall traffic, leading to incremental increases in sales.
In this upcoming webinar, Scott Pearson from Retaligent and Danya Rielly from Raymark will discuss the ways retailers can use mobile technology to improve store operations, boost associate productivity and empower every store associate to provide outstanding levels of customer service. Topics will include: clienteling, mobile POS and a focus on the ROI and competitive advantage that specialty retailers can attain by employing mobile clienteling.
In a rapidly evolving, digitally driven world, how do marketers really feel about new platforms, new data sources and new expectations of their role? Marketing Monitor is a study from TNS that surveys more than 2,700 marketers from across Asia Pacific to track the key issues dominating their agenda.
Over the last 18+months, consumer behavior has witnessed tectonic shifts owing to the pandemic. Capgemini's recent report highlights these dynamic trends and evolving consumer behavior for consumer products and retails industries as we move forward in the new year.
In a new report, titled “Digital Shopper Relevancy,” Capgemini surveyed 16,000 digital shoppers across 16 developing and mature markets about their use of different channels and devices for shopping.
Palestine last event orientationfvgnh .pptxRaedMohamed3
An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
Acetabularia Information For Class 9 .docxvaibhavrinwa19
Acetabularia acetabulum is a single-celled green alga that in its vegetative state is morphologically differentiated into a basal rhizoid and an axially elongated stalk, which bears whorls of branching hairs. The single diploid nucleus resides in the rhizoid.
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
2. Customers who are fully engaged represent an average 23% premium in terms
of share of wallet, profitability, revenue and relationship growth compared with the
average customer.
(Gallup State of the American Consumer 2014)
3. In the consumer electronics industry, fully engaged shoppers make 44%
more visits per year to their preferred retailer than do actively disengaged shoppers.
And when they do visit their preferred electronics retailer, these fully engaged
shoppers purchase more items than they originally intended to.
(Gallup State of the American Consumer 2014)
4. In the retail banking industry, customers who are fully engaged bring 37%
more annual revenue to their primary bank than do customers who are actively
disengaged.
(Gallup State of the American Consumer 2014)
5. Fully engaged policy owners purchase 22% more types of insurance products
than actively disengaged policy owners do.
(Gallup State of the American Consumer 2014)
6. Fully engaged hotel guests spend 46% more per year than actively disengaged
hospitality industry guests spend.
(Gallup State of the American Consumer 2014)
7.
8. 52% of those surveyed whose organizations are building
customer service apps for mobile devices are also creating mobile-friendly
websites vs. 36% who are creating native iOS/Android mobile apps.
(Social MediaToday: The Social Customer Engagement Index 2014)
9. 27% of companies say it takes them less than an hour to respond to
questions/issues on social channels.
(Social MediaToday: The Social Customer Engagement Index 2014)
10. 15% of companies surveyed say more than 25% of customer service
inquiries are initiated over social channels.
(Social MediaToday: The Social Customer Engagement Index 2014)
11. 60% of organizations see that customer service will be the top source of
competitive differentiation in the next three years.
(The Service Council’s (TSC) ServiceTransformation:The Business Case)
12. 71% of organizations indicate
increasing importance being placed on
service.
The Service Council’s (TSC) Service
Transformation:The Business Case
13. 66% of customers are willing
to spend more with companies who
provide superior customer service.
(SAP, Customer
Service is the Heart of Marketing)
14. 52% of companies say Facebook is the most effective social channel for
customer service.
(Social MediaToday: The Social Customer Engagement Index 2014)
15. 32% say they have seen very positive impact from social on customer service
goals and objectives.
(Social MediaToday: The Social Customer Engagement Index 2014)
16. 81% of companies say social
customer service strategy is integrated
into overall social strategy of the
organization.
(
Social MediaToday:The Social Customer Engagement Index 2014)
17.
18. 45% of buyers require person-
to-person contact in the buying
process
(ITSMA/CFO)
19. Algorithms based on customer usage patterns can predict when a customer will be interested in a specific
product, and provide sales teams with prompts to approach the customer with tailored upsell and
cross-sell offers.
These efforts can achieve improvements of 10 – 15%
EBITDA in subscription businesses.
(McKinsey 2013)
20. Customer retention is 14%
higher among companies applying big
data and analytics to deal velocity.
Aberdeen Customer Engagement
Report 2014
21. 100% of best-in-class companies provide Sales with remote access to social
media.
Aberdeen Customer Engagement Report 2014
22. By 2016, the web will influence more than 50% of all retail transactions,
representing a potential sales opportunity of almost $2 trillion.
(US Cross- Channel Retail Forecast, 2011 to 2016, Forrester Research, July 2012)
23. Companies that put data at the center of their marketing and sales decisions
improve their marketing return on investment by 15-20%
(McKinsey 2013)
24.
25. Only 14% of marketers say customer centricity is ranked high within their
organization; only 11% percent say that their customers would say customer
centricity is ranked high within their organization.
The CMO Council, Mastering Adaptive Customer Engagement (2014)
26. 66% of marketers believe that quick response times to customer requests or
complaints is the most important attribute demonstrating customer centricity
through the eyes of their customers.
The CMO Council, Mastering Adaptive Customer Engagement (2014)
27. Facebook's "like" button is pressed 2.7 billion times every day
across the web, revealing users’ interests.
(BI Intelligence 2014 Report)
28. An integrated analytic approach can free
up some 15 - 20 % of
marketing spending.Worldwide, that
equates to as much as $200 billion that
can be reinvested by companies or drop
straight to the bottom line.
(McKinsey 2014)
29. 52% of Marketing Execs surveyed say
that it is a combination the people, the
processes and the platforms needed to
properly develop, manage, measure and
continue delivery of the customer
experience.
The CMO Council, Mastering Adaptive Customer Engagement (2014)
30. 52%of Twitter users in the U.S. consume news on the site (more than the
percent of those who do so on Facebook), according to Pew Research.
(BI Intelligence 2014 Report)
31.
32. According to a CEI Survey, 86% of buyers will pay more for a better customer
experience, but only 1%of customers feel that vendors
consistently meet their expectations.
(Forbes)
33. 73% of marketers view customer centricity as critical to the success of their
business and role at the company.
The CMO Council, Mastering Adaptive Customer Engagement (2014)
34. 70% of buying experiences
are based on how the customer
feels they are being treated.
(McKinsey)
35. A 2% increase in customer retention has the same effect as decreasing costs
by 10%
(Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy)
36. 55% of consumers would pay more for a better customer experience.
(Defaqto Research)
37. The customer experience will reign as
the primary investment target in 2014
as 68% of businesses plan to
increase their customer management
spend.
(2014 Call Center Executive Priorities Report)
38. The majority of businesses are unable to support an omni-channel customer
journey. Only 12% can provide a seamless hand-off between channels.
(ForresterWave Customer Service Solutions 2014)
39. According to a CEI Survey, 86%
of buyers will pay more for a better
customer experience.
(Forbes)
40.
41. An Accenture study found that 72%
of respondents “showroomed,” or
bought digitally after seeing a product
in a store.
(Accenture)
42. Millennials, those consumers aged 18 to 34, remain the key age
demographic for online commerce, spending more money online in a given year than
any other age group.
(Business Insider Intelligence 2014)
43. More shoppers are looking to take advantage of seamless retail services involving
the store: In a recent survey, 19% of shoppers said they are using “click and
collect” services.
(Accenture)
44. 57% of women indicated that
they made an online purchase in the
last year, compared to 52% of
men.
(SeeWhy 2014)
45. In the first quarter of 2014, 198 million U.S. consumers bought
something online.
(comScore's quarterly State Of Retail report)
46. 22.2% of men made purchases on their
smartphones versus 18.2% of female
respondents.
(SeeWhy 2014)
47. Millennials spend around $2,000 annually on e-commerce despite having
lower incomes than older adults.
(Business Insider Intelligence 2014)
48. Boomers and seniors have adopted
mobile commerce. 1 in 4
mobile shoppers in the U.S. is over the
age of 55.
(BI Intelligence 2014 Report)
49. Women indicated they weren’t ready to buy 2xmore than male respondents,
with 62.5% of females, versus 24.7% of males, revealing a desire to browse more
before buying via their tablets.
(SeeWhy 2014)