What are the new services reality

•

0 likes•361 views

The document discusses new service realities for companies including empowered customers who demand unbundled services and coproduction. While coproduction can increase stress on employees, positive employee attitudes are important for customer satisfaction. To satisfy both customers and employees, companies must attract the best employees possible.

Customer now more sophisticated about
buying product-support services

Internet has a big hand in Customer
Empowerment through
rewards and complaints

But this can put
stress on employee
And can also
effect
performance

2. SATISFYING
CUSTOMERS AS WELL
AS EMPLOYEES

Positive employee attitude
promotes stronger customer
LOYALTY

Given the importance of positive employee attitudes to
customer satisfaction,
service companies must attract the best
employees they can find.

Credits
• http://l.rgbimg.com/cache1nDEZe/users/d/dl/dlritter/600/mhhH4bS.jpg
• http://images.rapgenius.com/5ac61211e9ed2f0417333d4f320b38d3.620x413x1.jpg
• http://www.artmajeur.com/files/granit-deco-
jardin/images/artworks/650x650/4516459_gordenn_comp.jpg
• http://images.huffingtonpost.com/2014-05-26-internet2.jpg
• http://blogs-images.forbes.com/susanadams/files/2012/08/stress.jpg
• http://bizshifts-trends.com/wp-content/uploads/2014/11/happy1th.jpg
• http://smallbusiness.chron.com/DM-
Resize/photos.demandstudios.com/getty/article/148/159/86529938.jpg?w=650&h=406&keep_ratio=1&we
bp=1

DISCLAIMER
•Created by ANURAG JAIN, NIT ALLAHABAD,
during an internship by Prof. Sameer Mathur,
IIM Lucknow.
• www.IIMInternship.com

Brian Solis and amdocs explore the impact of connected customers on the traditional funnel and the need for designing digital customer experiences (DCX). Today’s customers don’t think in terms of channels nor do they see departments. Digital customers simply want to interact with service providers in a consistent manner — wherever, whenever, and via whatever device they’re using. Even though the customer is changing, business models and approaches aren’t keeping up. Operators are not fully equipped technologically or philosophically to personalize customer touchpoints based on behaviors.

Digital B2B Credit Best Practices | Emagia Credit Automation | Emagia MasterC...

emagia

e-Customer Service - Marketing & Servicing your Education & Training Custome...

Vanguard Visions

In this presentation Allison provides direction and suggestions about Marketing & Servicing your Education & Training Customers Online, whether your customers are external clients, internal ‘customers’ or learners who are clients of your training organisation. She will cover having a web presence, understanding the ‘give and get’ of the internet, listening to and communicating with your customers online as well as other key considerations for implementing eCustomer service

Icre join today 8.31.16

Al Cochran

Viewers also liked

What are the characteristics of products & how do marketers classify products ?

Manisha Shrivastava

Effective internal marketing

Manisha Shrivastava

Achieving excellence in service marketing

Manisha Shrivastava

They heard you but did they Listen

Manisha Shrivastava

Creativity- Thinking out of the box

Manisha Shrivastava

Marketing communication mix

Manisha Shrivastava

Why is product design important & what factors affect a good design ?

Manisha Shrivastava

How has Marketing Management Changed In Recent Years?

Manisha Shrivastava

How to speak so that people want to listen

Manisha Shrivastava

Marketing Internship with Professor Sameer Mathur

Manisha Shrivastava

What are the important brand architecture decisions in developing a branding ...

Manisha Shrivastava

Viewers also liked (11)

What are the characteristics of products & how do marketers classify products ?

Effective internal marketing

Achieving excellence in service marketing

They heard you but did they Listen

Creativity- Thinking out of the box

Marketing communication mix

Why is product design important & what factors affect a good design ?

How has Marketing Management Changed In Recent Years?

How to speak so that people want to listen

Marketing Internship with Professor Sameer Mathur

What are the important brand architecture decisions in developing a branding ...

Similar to What are the new services reality

Digital modernization customer experiences

Christian Hermanus

Marketing of financial services

deepu2000

Bulk sms

mariolee099

My BU New Media Class (Part 2) #bunewmediaTodd Van Hoosear

Critical leadership qualities in trying times

Learningade

Efficiency vs. Effectiveness: Embracing the new customer experience paradigmRupa Shankar

Embracing the new customer experience paradigmHappiest Minds Technologies

The Digital Customer Experience: Why the Future of the Communications Industr...

Brian Solis

Digital B2B Credit Best Practices | Emagia Credit Automation | Emagia MasterC...

emagia

e-Customer Service - Marketing & Servicing your Education & Training Custome...

Vanguard Visions

Icre join today 8.31.16

Al Cochran

Basics improving telco digital self service

Neil Aitken

Pulse by MintM- Taking Feedback Made Easy

Ashutosh Chouksey

CIO Event - Why I banned the internal customer

Global Business Intel

Why is marketing important ?

Manisha Shrivastava

24-7 repairs

Ramit Khurana

Gamification and the power of boosting engagement: Steve Sims

Ben Gilchriest

Presentation from a recent, joint Capgemini - Badgeville event in Sydney, Australia on the role of enterprise gamification in digital transformation. This presentation, from Steve Sims, VP of Badgeville's Behaviour Lab, focuses on how gamification can boost engagement. It covers the background theory to game design and worked examples with real results that supports the theory. Capgemini Australia's Digital Transformation practice, focused on helping our clients find, size and catalyse digital opportunities, and Badgeville, the #1 gamification and behaviour management platform, work in partnership to leverage innovative gamification techniques to accelerate digital transformation in major organizations by engaging, rewarding and motivating employees and customers.

Designing Digital

Amelia Green

How can we improve service quality

Manisha Shrivastava

Customer Insights & loyalty for Banking

Gary Mc Donald Limitless Insight

Similar to What are the new services reality (20)

Digital modernization customer experiences

Marketing of financial services

Bulk sms

My BU New Media Class (Part 2) #bunewmedia

Critical leadership qualities in trying times

Efficiency vs. Effectiveness: Embracing the new customer experience paradigm

Embracing the new customer experience paradigm

The Digital Customer Experience: Why the Future of the Communications Industr...

Digital B2B Credit Best Practices | Emagia Credit Automation | Emagia MasterC...

e-Customer Service - Marketing & Servicing your Education & Training Custome...

Icre join today 8.31.16

Basics improving telco digital self service

Pulse by MintM- Taking Feedback Made Easy

CIO Event - Why I banned the internal customer

Why is marketing important ?

24-7 repairs

Gamification and the power of boosting engagement: Steve Sims

Designing Digital

How can we improve service quality

Customer Insights & loyalty for Banking

Recently uploaded

Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

SEO Master Class - Steve Wiideman, Wiideman Consulting Group

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives. Key Takeaways: Understand how search engines work Be able to find out where your users search Know what is required for each discipline of SEO Feel confident creating an SEO Plan Confidently measure SEO performance

Coca Cola Branding Strategy and strategic marketing plan

Maswer Ali

Digital Commerce Lecture for Advanced Digital & Social Media Strategy at UCLA...

Valters Lauzums

E-commerce in 2024 is characterized by a dynamic blend of opportunities and significant challenges. Supply chain disruptions and inventory shortages are critical issues, leading to increased shipping delays and rising costs, which impact timely delivery and squeeze profit margins. Efficient logistics management is essential, yet it is often hampered by these external factors. Payment processing, while needing to ensure security and user convenience, grapples with preventing fraud and integrating diverse payment methods, adding another layer of complexity. Furthermore, fulfillment operations require a streamlined approach to handle volume spikes and maintain accuracy in order picking, packing, and shipping, all while meeting customers' heightened expectations for faster delivery times. Amid these operational challenges, customer data has emerged as an important strategy. By focusing on personalization and enhancing customer experience from historical behavior, businesses can deliver improved website and brand experienced, better product recommendations, optimal promotions, and content to meet individual preferences. Better data analytics can also help in effectively creating marketing campaigns, improving customer retention, and driving product development and inventory management. Innovative formats such as social commerce and live shopping are beginning to impact the digital commerce landscape, offering new ways to engage with customers and drive sales, and may provide opportunity for brands that have been priced out or seen a downturn with post-pandemic shopping behavior. Social commerce integrates shopping experiences directly into social media platforms, tapping into the massive user bases of these networks to increase reach and engagement. Live shopping, on the other hand, combines entertainment and real-time interaction, providing a dynamic platform for showcasing products and encouraging immediate purchases. These innovations not only enhance customer engagement but also provide valuable data for businesses to refine their strategies and deliver superior shopping experiences. The e-commerce sector is evolving rapidly, and businesses that effectively manage operational challenges and implement innovative strategies are best positioned for long-term success.

How to use Short Form Video To Grow Your Brand and Business - Keenya Kelly

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

How to Use AI to Write a High-Quality Article that Ranks

minatamang0021

In the world of content creation, many AI bloggers have drifted away from their original vision, resulting in low-quality articles that search engines overlook. Don't let that happen to you! Join us to discover how to leverage AI tools effectively to craft high-quality content that not only captures your audience's attention but also ranks well on search engines. Disclaimer: Some of the prompts mentioned here are the examples of Matt Diggity. Please use it as reference and make your own custom prompts.

ThinkNow 2024 Consumer Financial Wellness Report

ThinkNow

Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent? To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.

The New Era Of SEO - How AI Has Changed SEO Forever - Danny Leibrandt

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way. Key Takeaways: 1. Real content is king 2. Find ways to show EEAT 3. Repurpose across all platforms

Turn Digital Reputation Threats into Offense Tactics - Daniel Lemin

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker. Key Takeaways: - New framework for examining and safeguarding an online reputation - Tools and techniques to keep you a step ahead - Practical examples that demonstrate when to act, how to act and how to recover

Winning local SEO in the Age of AI - Dennis Yu

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business. Key Takeaways: Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.

DMF Portfolio Piece Smart Goals - Artist Management.docx

TravisMalana

SMM Cheap - No. 1 SMM panel in the world

smmpanel567

Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.

Marketing as a Primary Revenue Driver - Lee Levitt

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

For too many years marketing and sales have operated in silos...while in some forward thinking companies, the two organizations work together to drive new opportunity development and revenue. This session will explore the lessons learned in that beautiful dance that can occur when marketing and sales work together...to drive new opportunity development, account expansion and customer satisfaction. No, this is not a conversation about MQLs and SQLs. Instead we will focus on a framework that allows the two organizations to drive company success together.

Offissa Dizayn - Otel, Kafe, Restoran Kataloqu_240603_011042.pdf

offisadizayn

Adapt or Die - Jon Lakefish, Lakefish Group LLC

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

A.I. (artificial intelligence) platforms are popping up all the time, and many of them can and should be used to help grow your brand, increase your sales and decrease your marketing costs.In this presentation:We will review some of the best AI platforms that are available for you to use.We will interact with some of the platforms in real-time, so attendees can see how they work.We will also look at some current brands that are using AI to help them create marketing messages, saving them time and money in the process. Lastly, we will discuss the pros and cons of using AI in marketing & branding and have a lively conversation that includes comments from the audience. Key Takeaways: Attendees will learn about LLM platforms, like ChatGPT, and how they work, with preset examples and real time interactions with the platform. Attendees will learn about other AI platforms that are creating graphic design elements at the push of a button...pre-set examples and real-time interactions.Attendees will discuss the pros & cons of AI in marketing + branding and share their perspectives with one another. Attendees will learn about the cost savings and the time savings associated with using AI, should they choose to.

Unknown to Unforgettable - The Art and Science to Being Irresistible on Camer...

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025. And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos. So is there science behind what makes people absolutely irresistible on camera? The answer: definitely yes. In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.

Your Path to Profits - The Game-Changing Power of a Marketing OS for Your Bus...

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success. Key Takeaways: • Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot. • Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers. • Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions. • Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.

Turn Digital Reputation Threats into Offense Tactics - Daniel Lemin

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\ Key Takeaways: - New framework for examining and safeguarding an online reputation - Tools and techniques to keep you a step ahead - Practical examples that demonstrate when to act, how to act and how to recover

May 2024 - VBOUT Partners Meeting Group Session

Vbout.com

Mastering Multi-Touchpoint Content Strategy: Navigate Fragmented User Journeys

Search Engine Journal

Digital platforms are constantly multiplying, and with that, user engagement is becoming more intricate and fragmented. So how do you effectively navigate distributing and tailoring your content across these various touchpoints? Watch this webinar as we dive into the evolving landscape of content strategy tailored for today's fragmented user journeys. Understanding how to deliver your content to your users is more crucial than ever, and we’ll provide actionable tips for navigating these intricate challenges. You’ll learn: - How today’s users engage with content across various channels and devices. - The latest methodologies for identifying and addressing content gaps to keep your content strategy proactive and relevant. - What digital shelf space is and how your content strategy needs to pivot. With Wayne Cichanski, we’ll explore innovative strategies to map out and meet the diverse needs of your audience, ensuring every piece of content resonates and connects, regardless of where or how it is consumed.

Recently uploaded (20)

Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge

SEO Master Class - Steve Wiideman, Wiideman Consulting Group

Coca Cola Branding Strategy and strategic marketing plan

Digital Commerce Lecture for Advanced Digital & Social Media Strategy at UCLA...

How to use Short Form Video To Grow Your Brand and Business - Keenya Kelly

How to Use AI to Write a High-Quality Article that Ranks

ThinkNow 2024 Consumer Financial Wellness Report

The New Era Of SEO - How AI Has Changed SEO Forever - Danny Leibrandt

Turn Digital Reputation Threats into Offense Tactics - Daniel Lemin

Winning local SEO in the Age of AI - Dennis Yu

DMF Portfolio Piece Smart Goals - Artist Management.docx

SMM Cheap - No. 1 SMM panel in the world

Marketing as a Primary Revenue Driver - Lee Levitt

Offissa Dizayn - Otel, Kafe, Restoran Kataloqu_240603_011042.pdf

Adapt or Die - Jon Lakefish, Lakefish Group LLC

Unknown to Unforgettable - The Art and Science to Being Irresistible on Camer...

Your Path to Profits - The Game-Changing Power of a Marketing OS for Your Bus...

Turn Digital Reputation Threats into Offense Tactics - Daniel Lemin

May 2024 - VBOUT Partners Meeting Group Session

Mastering Multi-Touchpoint Content Strategy: Navigate Fragmented User Journeys

What are the new services reality

2. 2 WHAT ARE THE NEW SERVICE REALITIES?

3. 1.Empowered Customer

4. Customer now more sophisticated about buying product-support services

5. Are pressing for “unbundled services”.

6. Internet has a big hand in Customer Empowerment through rewards and complaints

7. 2. Customer Coproduction

9. But this can put stress on employee And can also effect performance

10. 2. SATISFYING CUSTOMERS AS WELL AS EMPLOYEES

11. Positive employee attitude promotes stronger customer LOYALTY

12.

13. Given the importance of positive employee attitudes to customer satisfaction, service companies must attract the best employees they can find.

14.

15. Credits • http://l.rgbimg.com/cache1nDEZe/users/d/dl/dlritter/600/mhhH4bS.jpg • http://images.rapgenius.com/5ac61211e9ed2f0417333d4f320b38d3.620x413x1.jpg • http://www.artmajeur.com/files/granit-deco- jardin/images/artworks/650x650/4516459_gordenn_comp.jpg • http://images.huffingtonpost.com/2014-05-26-internet2.jpg • http://blogs-images.forbes.com/susanadams/files/2012/08/stress.jpg • http://bizshifts-trends.com/wp-content/uploads/2014/11/happy1th.jpg • http://smallbusiness.chron.com/DM- Resize/photos.demandstudios.com/getty/article/148/159/86529938.jpg?w=650&h=406&keep_ratio=1&we bp=1

16. DISCLAIMER •Created by ANURAG JAIN, NIT ALLAHABAD, during an internship by Prof. Sameer Mathur, IIM Lucknow. • www.IIMInternship.com

What are the new services reality

Recommended

Recommended

More Related Content

Viewers also liked

Viewers also liked (11)

Similar to What are the new services reality

Similar to What are the new services reality (20)

More from Manisha Shrivastava

More from Manisha Shrivastava (20)

Recently uploaded

Recently uploaded (20)

What are the new services reality