Measuring, Monitoring and Improving Customer Experience
|
|
- Susanna Franklin
- 6 years ago
- Views:
Transcription
1 Measuring, Monitoring and Improving Customer Experience
2 customer More than ever, superior customer (CEM) is lending businesses a key competitive edge in a global marketplace. However, implementing the processes to accurately measure and monitor customer can be tough in an increasingly social media and information-driven world. This E-Guide focuses on how companies can address CEM challenges and take steps to improve the overall customer. By Anna Fiorentino, Contributor Advertising is no longer the only way to create effective customer impressions. Today, customers themselves are helping companies improve customer (CEM). Most companies today are using social media sites as spaces for interactive dialogue about their products and services. But do they realize there is more to launching a successful social CRM campaign than creating a Facebook page? So many companies say, We're going to build a Twitter campaign, with no goal in mind of what kind of return they want, says analyst Zach Hofer-Shall of Forrester Research Inc. in Cambridge, Mass. There is often little regard to who a customer is and who that customer is not. Hofer-Shall has seen this scenario hundreds of times before: A company launches a social media campaign without setting specific standards or goals. The truth is, companies can easily set and meet goals by doing things such as using software to track online CEM metrics or establishing customer ambassadors. Instead of just getting a brand out to the general public, Hofer-Shall says a company should send its messages directly to a loyal customer database on Page 2 of 8
3 social media platforms. The Coca Cola Co., he says, is one company that is doing that well. customer My Coke Rewards and CEM Coke s My Coke Rewards program, housed on Facebook, is using social media as a living, breathing focus group. The members-only site allows customers who already buy Coke products collect codes from products in return for rewards. Now, instead of carrying around bottle caps, individuals enter promotion codes through text messages and desktop widgets. By listening and monitoring customer conversations and codes, Coke has managed to deliver real-time results, creating value for its members as well as internal and external partners. Measurement is key, says Kaitlyn Dennihy, a strategist at Engauge, the social media agency of record for My Coke Rewards. Translating overall business goals into measurable actions within social has allowed us to track the impact of our communities as well as manage and exceed expectations for the social space. Every content piece in social must include a call to action for the user that can be measured. The social media goals of My Coke Rewards are quantified by the code entry and points spent on specific items. We can best optimize the program by assessing consumer actions, behaviors and sentiment, Dennihy says. Members are having detailed conversations surrounding the program with or without our participation. In order to influence this dialogue, we join the conversation to participate, inform and influence. It s important to provide a consistent program and a systematic value through targeted content and information strategy, according to Dennihy. My Coke Rewards provides quality content and builds one-on-one relationships with the social media community as well as every department within the company, she said. Page 3 of 8
4 customer With insight into areas such as customer service, product merchandising and exclusivity, we can deliver real-time results that impact the program and create value for our members as well as internal and external partners, Dennihy says. ING Direct and CEM ING Direct, an online-centric bank that is part of Netherlands-based ING, also believes that meeting customer needs is the basis for creating a thriving social media campaign. ING Direct boosted its bottom line by listening to online consumer conversations with the help of a program called Radian6, a social media monitoring platform that allows companies to not only know what s being said about their brands, industries and competitors online, but to also help them measure, analyze and report on their social CRM efforts. It's just one of many tools now used for measuring Web activity -- others include Alexa for providing statistics on visitors, Google Analytics for summarizing search trends, and Summize for providing Tweet searching capabilities. Maybe the most all-encompassing of the bunch, Radian6 which Salesforce.com acquired this year tells companies such as ING Direct who is saying what and whether customers are communicating through a news site or blog, for example. The software can also judge, based on Web traffic and readership, how influential the individual who made the post is. Often we find there is internal or external detective work to service clients, so it s great to see these tools built into Radian6, says Gloria Chik, social media lead at ING Direct. If we get a client complaint, it s been fantastic to get a full profile of that person. Chik said companies should tread carefully with Radian6 while handling confidential client financial information, making sure to look at each client complaint or compliment individually even if that means passing it on to the sales team. Page 4 of 8
5 customer But whether companies use qualitative or quantitative methods to track return on investment on customer response, one thing is certain. There has to be a goal around supporting customers," Hofer-Shall says. That goal may be tangible like solving a problem for a customer. Or it can be intangible like looking at the likelihood of a customer returning to a site." customer There are many methods for improving the customer, some complex and costly, others relatively simple and inexpensive. But how do you know what's right for your organization, and where should you start? We've compiled this list of customer initiatives any company can implement to start improving the customer today. 1. Get employee buy-in According to expert Michael Lowenstein, employees are the key to optimizing the customer. First, organizations need to make sure they have hired loyal employees who are committed to the company and fully understand the company's mission. Employee loyalty and satisfaction play a big role in improving the customer -- an unhappy employee usually won't provide the type of customer the company is after. For organizations looking to get employee buy-in for their customer initiatives, expert Lior Arussy recommends building a business case that explains why the initiative is important, from a customer's point of view. 2. Run an open, transparent business Gartner suggests businesses be as open and transparent as possible in their dealings with customers and employees alike. Openness in business and transparency builds the trust of customers, and most experts agree that customer trust has a significant impact on the customer. The more open-minded, inclusive and transparent a company can be the better. Page 5 of 8
6 customer 3. Deliver consistent customer s Gartner also suggests making sure the customer is consistent across the entire organization. Every area of the company that the customer interacts with should have the same, updated customer information, so that the customer doesn't need to give their information to the company more than once. CRM software can help with this. 4. Train customer-facing employees According to Arussy, customer-facing employees should be given customer training from day one. This training differs from traditional call center training in that it tends to be more customized to reflect the company's brand, desired customer and relationships with customers. Some things to cover in training include: a. The principles of customer b. The concept of delivering memories and not just transactions c. The basics of customer segmentations 5. Give customers a personalized Experts agree that personalization is the key to any good customer. According to expert Lior Arussy, the customer database is the backbone of a businesses' relationship with the customer, and the information stored inside should be shared with every member of the organization, that way regardless of who the customer calls, they receive a consistent, personalized customer. Since personalization can be complex and expensive, Gartner recommends companies evaluate personalization based not only on sales benefits but also on the long-term value of improving the customer. 6. Measure and analyze customer emotions Measuring customer emotion is a new, growing trend customer experts are noticing. Companies that have the tools in place to measure and understand the emotions of their customers are better able to meet their needs. Emotion detection software is popping up in call centers, but Arussy feels it is more reactive than proactive, and will be more useful when it can measure customer emotions in real time. For now, companies can start by Page 6 of 8
7 customer building models of common buying personalities that reflect the emotional needs of their customers, and train call center agents to reference these when dealing with customers. 7. Act on customer feedback Everyone knows the importance of customer feedback, but not all companies actually act on the feedback and make the changes customers are looking for. Gartner feels this is something all organizations should be doing to increase their number of satisfied, loyal customers, and recommends communicating changes clearly and openly to all members of the organization. Technologies like speech and text analytics, as well as customer surveys, are often used for gathering customer opinions. 8. Take the customer's point of view Gartner VP Ed Thompson recommends focusing on two or three processes customers care the most about, and designing them with the customer's point of view in mind. By taking the customer's point of view, companies stop focusing on the way the customer looks to them, and begin focusing on the way they looks to the customer. This can lead to more relevant, trustworthy and worthwhile business practices. 9. Create a well-balanced customer team According to Gartner, organizations with the best-run customer programs usually have a good mixture of people from all areas of the organization responsible for and reporting on the customer. Thompson recommends the customer team structure be made up of people who are focused on customer loyalty, customer satisfaction and process improvement. 10. Design the total customer Organizations shouldn't sit back and let the customer unfold as it will. Experts feel successful customer s need to be carefully designed and thoughtfully planned out to ensure that the right is delivered every time. Page 7 of 8
8 customer Free resources for technology professionals TechTarget publishes targeted technology media that address your need for information and resources for researching products, developing strategy and making cost-effective purchase decisions. Our network of technology-specific Web sites gives you access to industry experts, independent content and analysis and the Web s largest library of vendor-provided white papers, webcasts, podcasts, videos, virtual trade shows, research reports and more drawing on the rich R&D resources of technology providers to address market trends, challenges and solutions. Our live events and virtual seminars give you access to vendor neutral, expert commentary and advice on the issues and challenges you face daily. Our social community IT Knowledge Exchange allows you to share real world information in real time with peers and experts. What makes TechTarget unique? TechTarget is squarely focused on the enterprise IT space. Our team of editors and network of industry experts provide the richest, most relevant content to IT professionals and. We leverage the immediacy of the Web, the networking and face-to-face opportunities of events and virtual events, and the ability to interact with peers all to create compelling and actionable information for enterprise IT professionals across all industries and markets. Related TechTarget Websites Page 8 of 8
Deepening Collaboration through More Effective Document and Content Management
Deepening Collaboration through More Effective Document and Content Management Successful collaboration depends on a two-fold approach establishing a corporate culture that encourage teamwork between different
More informationHOW TO OPTIMIZE YOUR MDM STRATEGY
E-Guide HOW TO OPTIMIZE YOUR MDM STRATEGY SearchData Management A ll organizations should embrace the need for managing common data more effectively through a master (MDM) strategy. In this e-guide, readers
More informationDONE RIGHT, PREDICTIVE ANALYTICS POINTS PATH TO BETTER BUSINESS FUTURE
E-Guide DONE RIGHT, PREDICTIVE ANALYTICS POINTS PATH TO BETTER BUSINESS FUTURE SearchBusiness Analytics P redictive analytics tools let organizations look ahead in an effort to improve business strategies
More informationTHE BENEFITS OF SOCIAL SELLING
THE BENEFITS OF SOCIAL SELLING DESIGN MGZ 6 1 TABLE OF CONTENTS The Benefits of Social Selling...3 Control Your Message...4 Build An Ecosystem...5 Grow Demand Generation...7 Better Prospect Info In Less
More informationE-Guide REAPING THE BENEFITS OF BIG DATA AND REAL-TIME ANALYTICS
E-Guide REAPING THE BENEFITS OF BIG DATA AND REAL-TIME ANALYTICS T he majority of enterprises are either embarking on initiatives related to big data or intend to do so in the near future; however, most
More informationBeyond Buying Engaging Your Audience in Your Personal & Business Brands
Beyond Buying Engaging Your Audience in Your Personal & Business Brands A comprehensive brand engagement assessment from Evolution Consulting Group Thank you for downloading Beyond Buying Engaging Your
More informationSOCIAL MEDIA OPTIMISATION
Did you know that Social Media is a growing source of leads and customers? The amount of time your target market spends on social media is ever-increasing. What is Social Media Optimisation? Social media
More informationSolution Spotlight 10 KEY ELEMENTS FOR EFFECTIVE DASHBOARD DESIGN
Solution Spotlight 10 KEY ELEMENTS FOR EFFECTIVE DASHBOARD DESIGN U sing dashboards is the most effective method of presenting information to the business to enable performance management and foster effective
More informationE-Guide HOW TO GAIN CONTROL OVER BIG DATA PROJECTS
E-Guide HOW TO GAIN CONTROL OVER BIG DATA PROJECTS N ow that you have your analytics projects in place, how can you ensure your organization gains true business value from these initiatives? In this e-guide,
More informationHR Metrics Key to Strategic Planning
HR Metrics Key to Strategic Planning Developing HR analytics that can more effectively slice and dice the data that's routinely being captured about employees and their overall contribution to the business
More informationWhy Custom Publishing. WHITE PAPER The Power of Custom Content Publishing to Acquire and Retain Customers
Why Custom Publishing The Power of Custom Content Publishing to Acquire and Retain Customers WHITE PAPER The Power of Custom Content Publishing to Acquire and Retain Customers Contents Executive Summary
More informationSAP takes on Oracle in database war
in SAP and Oracle are going head to head in the highly competitive database market. In this E-Guide, discover what steps SAP has been taking to differentiate their products from Oracle. Plus, learn about
More informationUNITING IOT AND SUPPLY CHAIN ANALYTICS
E-Guide UNITING IOT AND SUPPLY CHAIN ANALYTICS Search ManufacturingERP M erging IoT with supply chain means harnessing the power of big data from sensors that can be placed on virtually any device at any
More informationE-Guide BIG AGENDAS FOR BIG DATA ANALYTICS PROGRAMS
E-Guide BIG AGENDAS FOR BIG DATA ANALYTICS PROGRAMS B ig data has become one of the most talked-about trends within the business intelligence (BI), analytics and data management markets. A growing number
More informationCan Data Analytics Help You Understand How Customers Feel About Your Brand?
A Virtual Think Tank Executive Summary Can Data Analytics Help You Understand How Customers Feel About Your Brand? Frost & Sullivan, a leader in growth, innovation and leadership for over 50 years, recently
More informationSOCIAL MEDIA OPTIMISATION
Generate more sales and revenue from expanded audience reach and engagement through social media optimisation. SOCIAL MEDIA OPTIMISATION PRIMER JUNE 2016 RELEASE i Table of Contents What is Social Media
More informationESSENTIALS OF ENTREPRENEURSHIP AND SMALL BUSINESS MANAGEMENT Chapter 8: Building a Powerful Bootstrap Marketing Plan
Copyright 2016 Pearson Education Inc 1 8-2 Section 3: Launching the Business 8 Building a Powerful Bootstrap Marketing Plan 8-2 Describe the principles of building a bootstrap marketing plan, and explain
More information8 Ways To Build Your Brand Using Social Media
TIP SHEET 8 Ways To Build Your Brand Using Social Media TABLE OF CONTENTS: 03 04 04 05 05 06 06 07 07 08 Intro Tip 1 - Determine Goals for Your Social Media Engagement Tip 2 - Determine Your Online Brand
More informationE-Guide GETTING REAL-TIME ANALYTICS FROM IOT DEVICES
E-Guide GETTING REAL-TIME ANALYTICS FROM IOT DEVICES R eal-time analytics has always been a goal for businesses that use IoT devices. In this guide, explore new strategies that enterprise architects are
More informationE-Guide READING THE SIGNS FOR ERP CONSOLIDATION
E-Guide READING THE SIGNS FOR ERP CONSOLIDATION F or today s organizations, sometimes using multiple ERPs or multiple instances of a single ERP platform is the best choice. More often, though, there are
More informationDELIVERING MANAGED MOBILITY SERVICES: THE CHALLENGES AND OPPORTUNITIES
E-Guide DELIVERING MANAGED MOBILITY SERVICES: THE CHALLENGES AND OPPORTUNITIES SearchITChannel D espite all the enthusiasm surrounding managed mobility, solution providers are struggling to deliver these
More informationE-Guide UNIFIED PLATFORM MANAGEMENT NEEDED FOR HYBRID CLOUD UC
E-Guide UNIFIED PLATFORM MANAGEMENT NEEDED FOR HYBRID CLOUD UC M aturing hybrid cloud UC deployments strike a balance between on-premises controls and outsourced UC apps that enable universal UC platform
More informationE-Guide SOFTWARE AS A SERVICE CHALLENGES: BUILDING YOUR ROADMAP TO SUCCESS
E-Guide SOFTWARE AS A SERVICE CHALLENGES: BUILDING YOUR ROADMAP TO SUCCESS S oftware as a Service (SaaS) is rapidly changing the IT landscape. Applications and processes that have traditionally been on-premises
More informationBig Data Challenges and Pitfalls
Big Data Challenges and Pitfalls Big data has already arrived in many organizations for many others, it s only a matter of time. But like any new technology opportunity, big data comes with a raft of potential
More informationUnderstanding SAP HANA
Understanding SAP HANA SAP high-performance analytic appliance (HANA) is a data warehouse appliance for processing high volumes of operational and transactional data in real time. Developed as a replacement
More informationSocially Engaging Banking
Accenture Interactive Point of View Series on : Enabling a digital first mindset Socially Engaging Operating Model Socially Engaging Relationship Management Intelligence Integrated Experience Design First
More informationMarketing Strategies for Travel Club
Marketing Strategies for Travel Club Introduction A travel club is a membership-based program that provides bespoke travel benefits, exclusive travel deals and other travel-related assistance to its members.
More informationNewswire Influencer Marketing Guidebook
Newswire Influencer Marketing Guidebook Introduction Table of Contents Marketing Guidebook 1.1 Defining Influencer Marketing 1.2 Finding Your Definition of an Influencer 1.3 Brand Challenges Advertisers
More informationDIGITAL SCALE BY MARY KATE SHERIDAN
OM DIGITAL SCALE BY MARY KATE SHERIDAN Tips For Measuring Your Firm s Digital Marketing Efforts If a tweet is sent into the Twitter-verse and nobody retweets it, did it have an impact? Maybe or maybe not,
More informationUnderstand your customer
Sophisticated technologies coupled with experienced researchers allows us to inspect every corner of the social web to find what you re interested in, whether it s your own brand, your competition, your
More informationMicroScope storage roundtable: Watch out for DAS and SSD Part One
MicroScope storage roundtable: Watch out for DAS and SSD Part One (DT) The storage market rarely stays still with customers continuing to add capacity and more formats emerging to give them ever greater
More information5 KEYS TO CREATING AWESOME CONTENT FOR SOCIAL CAMPAIGNS
5 KEYS TO CREATING AWESOME CONTENT FOR SOCIAL CAMPAIGNS PRESENTED BY Satisfying the consumer s need for useful content requires an authentic, organic, and dedicated voice that leverages the reputations
More informationCoca-Cola Taking in the Internet industry. By: Paige Melita
Coca-Cola Taking in the Internet industry By: Paige Melita The Coca-Cola company started in 1886, Atlanta, Georgia. The Company has more than 3,000 beverages from diet and regular sparkling beverage to
More informationSuccessful B2B Social Media 101
Take your business to the next level Successful B2B Social Media 101 Brought to you by www.dwsassociates.com 651-315-7588 Successful B2B Social Media 101 Brought to you by: About the DWS Associates Founded
More informationOMNI-CHANNEL CUSTOMER CARE: HOW TO DELIVER CONTEXT-DRIVEN EXPERIENCES
RR OMNI-CHANNEL CUSTOMER CARE: HOW TO DELIVER CONTEXT-DRIVEN EXPERIENCES October 2017 Omer Minkara VP and Principal Analyst, Contact Center and Customer Experience Management Using more channels is no
More informationThe 75 Essential. Content Marketing Stats You Need to Know
The 75 Essential Content Marketing Stats You Need to Know Everything from budgets to metrics to effectiveness. Here s what s happening with content marketing right now Table of Contents Creating a Brand
More informationThe Ultimate Ratings and Reviews Buyer s Guide for Magento Merchants. Choosing the best ratings and reviews partner for your Magento store
The Ultimate Ratings and Reviews Buyer s Guide for Magento Merchants Choosing the best ratings and reviews partner for your Magento store INTRODUCTION Whether you re new to ratings and reviews or have
More informationIMPORTANCE OF CRM SOFTWARE
IMPORTANCE OF CRM SOFTWARE 18 Reasons Why An Organization Needs CRM BY TECHONESTOP Believe me: If you are a business owner, this article - Importance of CRM Software will definitely help you to grow your
More information(by Influencers) How to Measure. the Impact of. Social Content. Tips for Social Marketers TMV MEASURE GOALS
How to Measure the Impact of MEASURE Social Content (by Influencers) GOALS TMV DISTRIBUTION Tips for Social Marketers www.tapinfluence.com 720-358-2564 TABLE OF CONTENTS About TapInfluence... 2 About the
More informationTOP 10 Tools To Build Your Business Online. by JupiterTechs
1. Hootsuite - Social Media Broadcasting TOP 10 Tools To Build Your Business Online by JupiterTechs Maintaining a strong internet presence with social media is critical to most businesses. Hootsuite makes
More informationBest Practices. Five Steps to Five Stars Use Great Online Reviews To Accelerate Sales
ebook Best Practices Five Steps to Five Stars Use Great Online Reviews To Accelerate Sales What do your customers say about your company online? And how much do online reviews and star ratings affect public
More informationCover Slide. Incorporating Social Media and Customer Service: How to Develop a Strategy
VIPdesk Webinar Series April 6, 2010 Cover Slide Incorporating Social Media and Customer Service: How to Develop a Strategy Presented by: Blake Cahill: SVP of Marketing, Visible Technologies Hosted by:
More informationSOCIAL MEDIA ENGAGEMENT FRAMEWORK
SOCIAL MEDIA ENGAGEMENT FRAMEWORK An overview of building an effective social media campaign and drive results. T : +603.7955.5148 T : +603.7955.5148 F : +603.7955.5724 F : +603.7955.5724 WWW.XIMNET.COM.MY
More informationWinning the Battle for Customer Loyalty
Winning the Battle for Customer Loyalty Sales Analytics, Inc. www.salesanalytics.com (888) 725-3772 Contents Introduction... 3 Setting Customer Expectations... 4 Be the Expert... 5 Relationships Build
More informationHow healthy is your business?
How healthy is your business? Five Steps for Getting and Retaining Customers in the Fitness, Health and Wellness Industry + Plus, How to determine if a Customer Feedback Management (CFM) Program is right
More informationStrategic Analytics Framework
Strategic Analytics Framework It s all about taking actions based on insight not about data Evolution of Analytics From old school to new school PAGEVIEWS Term weblog coined 1998 Google started 1998 Netscape
More informationGROW YOUR AGENCY. How Employee Advocacy Increases Client Value and Drives Revenue
GROW YOUR AGENCY How Employee Advocacy Increases Client Value and Drives Revenue 1 Adapt to new client demands Today s agencies are challenged with helping clients adapt to the convergence of paid, owned
More informationBrand Advocacy and the Emotionally Connected Customer
ITA GROUP EBOOK Brand Advocacy and the Emotionally Connected Customer How Authentic, Lasting Emotional Connections Create Powerful Brand Advocates Table of Contents The New Loyalty Landscape...1 The Era
More informationVIDEO 1: WHY IS SOCIAL MEDIA ESSENTIAL TO INBOUND?
VIDEO 1: WHY IS SOCIAL MEDIA ESSENTIAL TO INBOUND? Hi There, I m Markiesha, from HubSpot Academy, and welcome to the social media class. This class will cover why social media is a key component of inbound
More informationCONTENT ENGAGEMENT REPORTING
CONTENT ENGAGEMENT REPORTING For Modern PR Agencies Data-Driven Insights, Monitoring and Reporting for SEO + Influencers + Content Content Engagement Reporting for Modern PR Agencies In This Guide, You
More information6 Steps to Social Media Success for Law Firms
6 Steps to Social Media Success for Law Firms 6 STEPS TO SOCIAL MEDIA SUCCESS FOR LAW FIRMS By Bria Burk Androvett Legal Media & Marketing Social media is a great way to share firm news about new hires,
More informationUse of Social Media in Consumer Marketing
Use of Social Media in Consumer Marketing Dr. Tracy Irani Professor and PIE Center Development Director, University of Florida/IFAS/AEC What is the PIE Center? The Center for Public Issues Education in
More informationEntry Form. When your submission is ready, please rename this file to match the title of your entry and upload it here:
Entry Form Name Title Company name Email address Phone number Mailing address Entry Process Please submit your written entry as one PDF document. Include links to any pertinent sites, videos, or other
More informationSocial Media Manager Job Description: a Complete Guide
- Social Media Manager Job Description: a Complete Guide Duties, responsibilities and qualifications required to succeed in today's digital marketing environment - Social Media Manager Job Description:
More informationSmall business Big ambitions
HIRE MARKET SELL LEARN Small business Big ambitions Marketing Playbook for SMBs SMBs have the advantage of flexibility. Your business may be small, but your ambitions are huge. LinkedIn can help get you
More informationCOMPLETE GUIDE TO ONLINE REVIEWS
COMPLETE GUIDE TO ONLINE REVIEWS 1 Contents SUMMARY REVIEW GENERATION Online Reviews and How They Work 4 Why Online Reviews Matter 4 Focusing on the Most Effective Sites 6 How to Ask for Online Reviews
More informationSusan Hallam, Managing Director, Hallam Communications
Susan Hallam, Managing Director, Hallam Communications A framework for your digital marketing strategy Susam Hallam is an independent internet marketing consultant, with specialist experience of working
More informationEngagement: A New Metric to Demonstrate Event ROI
Engagement: A New Metric to Demonstrate Event ROI Presented by 2 Contents Welcome to the Engagement Marketing Era 04 Determine the Right Metrics 09 Prove ROI with the Right Tools 12 Leverage Your Data
More informationVOICE OF THE CUSTOMER: HOW TO PROPERLY LISTEN & ACT ON CUSTOMER NEEDS
RR VOICE OF THE CUSTOMER: HOW TO PROPERLY LISTEN & ACT ON CUSTOMER NEEDS March 2018 Omer Minkara VP & Principal Analyst Contact Center & Customer Experience Management LinkedIn, Twitter This report highlights
More informationContent Marketing: The Complete Guide For Beginners
Content Marketing: The Complete Guide For Beginners Content Marketing Definition: There are many definitions of content marketing across many content and digital marketing professionals. From my understanding
More informationHow Sony is Humanizing the Digital Customer Experience to Actively Engage Customers
How Sony is Humanizing the Digital Customer Experience to Actively Engage Customers with Catherine Jensen & David Fulton MAY 19, 2014 Catherine Jensen, Vice President of Consumer Experience at Sony Computer
More informationE-Guide WHEN IS ERP CONSOLIDATION THE RIGHT MOVE?
E-Guide WHEN IS ERP CONSOLIDATION THE RIGHT MOVE? M any manufacturers end up with multiple ERP systems for one reason or another, whether it s a result of mergers and acquisitions or a matter of geographical
More informationEngagement Marketing. Take care of your company's brand by engaging potential clients
Engagement Marketing Take care of your company's brand by engaging potential clients TABLE OF CONTENTS 3 4 5 6 7 8 9 10 11 12 13 14 BUSINESS GOALS WOW EXPERIENCE - THE FIRST IMPRESSION NEWSLETTER EFFECTIVENESS
More informationSTEPS TO TRANSFORMATIVE CUSTOMER SERVICE INCORPORATING SOCIAL MEDIA INTO YOUR CUSTOMER SERVICE STRATEGY
STEPS TO TRANSFORMATIVE CUSTOMER SERVICE INCORPORATING SOCIAL MEDIA INTO YOUR CUSTOMER SERVICE STRATEGY 1 6 Steps to Transformative Customer Service Customer experience is the new marketing. Consumers
More informationChecklist 2.0 for Measuring Social Media
Checklist 2.0 for Measuring Social Media By Katie Paine This checklist originally appeared in The Measurement Advisor newsletter. This is an update of our previous Social Media Measurement Checklist. Among
More information7 - D A Y M A R K E T I N G Planner
7 -DAY MARKETING Planner Welcome! Welcome to Marketing Solved and Thank you for joining our community! We thrilled you're here and are excited to be joining you in your entrepreneurial journey. As business
More informationVDI VS. DAAS: HOW ARE CLOUD-HOSTED DESKTOPS DIFFERENT?
E-Guide VDI VS. DAAS: HOW ARE CLOUD-HOSTED DESKTOPS DIFFERENT? SearchVirtual Desktop W hen it comes to VDI, administrators have a lot of choices- including variances among software options, remote display
More informationSocial Media Insights Social Media Trends and Analytics Implications
Social Media Insights 2018 Social Media Trends and Analytics Implications 4 trends for 2018 01 02 03 VIDEO CONTENT CONSUMPTION SKYROCKETS TRUST DECLINES, PEER INFLUENCE RISES HUMANS, MEET AI 04 THE PROMISE
More informationfour weddings and a funeral (NOT) Social Media Insights 2018 Social Media Trends and Analytics Implications
four weddings and a funeral (NOT) Social Media Insights 2018 Social Media Trends and Analytics Implications four weddings and a funeral trends (NOT) 01 02 03 VIDEO CONTENT CONSUMPTION SKYROCKETS TRUST
More informationWHAT EVERY B2B MARKETER NEEDS TO KNOW
WHAT EVERY B2B MARKETER NEEDS TO KNOW The news is out: B2B marketing isn t boring. In fact, traditional consumer-driven tactics are being adopted to create inspiring campaigns that help attract new prospects,
More informationDigital Sales and Marketing Basics
Digital Sales and Marketing Basics in partnership with Get Certified Get Ahead Digital Marketing Certified Associate About the Course More companies than ever are turning to digital marketing, so it s
More informationOUR 10 CONVICTIONS FOR CUSTOMER RELATIONSHIPS. Customer Feedback Platform
OUR 10 CONVICTIONS FOR CUSTOMER RELATIONSHIPS Customer Feedback Platform Customer Feedback Platform People like to say that the French are complainers. That may be so in people s minds; however, in practice,
More informationIntegrated Social and Enterprise Data = Enhanced Analytics
ORACLE WHITE PAPER, DECEMBER 2013 THE VALUE OF SOCIAL DATA Integrated Social and Enterprise Data = Enhanced Analytics #SocData CONTENTS Executive Summary 3 The Value of Enterprise-Specific Social Data
More informationHow to drive customer retention in e-commerce. 7 tips to transform your online business and thrive
How to drive customer retention in e-commerce 7 tips to transform your online business and thrive Table of Contents 1 01. Customer Acquisition vs. Customer retention: the big challenge 3 02. The role of
More informationSocial Media Marketing & Analytics for B2B
N 0 6 parathink TM Social Media Marketing & Analytics for B2B Plan, track, analyze and optimize your online visibility to bring customers to your site. (A quick-reading parathink briefing for really, really
More information4 Easy Steps to Customer Loyalty. Easy Steps to Customer Loyalty
4 Easy Steps to Customer Loyalty The most important thing is that you start as soon as possible. As you better practice these, and carefully analyze the results, you can observe considerable increase in
More informationHRSG Sample Marketing Competencies & Profile
HRSG Sample Marketing Competencies & Profile The recipient of this document acknowledges that HRSG is the owner or the licensee of all intellectual property rights in the material published. Those works
More informationBrand Advocacy and the Connected Consumer How Emotional Connections Create Champions for Your Brand
[COVER] Brand Advocacy and the Connected Consumer How Emotional Connections Create Champions for Your Brand [PAGE 2] Table of Contents The New Loyalty Landscape The Era of the Connected Consumer The Power
More informationSocial Media and Marketing for Mental Health Professionals
Social Media and Marketing for Mental Health Professionals H O W P S Y C H O L O G I S T S, N O N - P R O F I T S A N D M E N T A L H E A L T H P R O F E S S I O N A L S C A N E F F E C T I V E L Y U S
More informationTHE VALUE OF A. Customer Profile. Value of a Customer Profile bloomintelligence.com
THE VALUE OF A Customer Profile 1 The Value of a CUSTOMER PROFILE In today s competitive marketplace, customer profiling has become an increasingly important part of the marketing process. Used wisely,
More informationSeven Key Capabilities Of Adobe Experience Manager
Seven Key Capabilities Of Adobe Experience Manager The ability to manage customers web experiences is key to successful marketing in today s economy. Presented by DOES YOUR ORGANIZATION SEEK DIGITAL MARKETING
More informationEFFECTIVE SOCIAL MEDIA &
EFFECTIVE SOCIAL MEDIA & ANALYTICS 2.3.2016 SOCIAL MEDIA IS OLD Technology is New SOCIAL MEDIA USE SOCIAL MEDIA USE US Twitter Users Overlap Strongly w/facebook Users TWITTER USE SOCIAL VS. TRADITIONAL
More informationPatient Experience Management
Patient Experience Management 10 tips for the successful development and execution of for patients, residents and their carers Steve King Head of Services Research SPA Future Thinking Introduction, sometimes
More informationONLINE REPUTATION AGENCY we transform your business in to a success story
ONLINE REPUTATION AGENCY we transform your business in to a success story Our Specialty Online Reputation Management Reviews and Rating Management R 3 for Hospitality Industry Remove Negative Link Improve
More informationA Beginners' Guide to B2B Social Media Marketing
A Beginners' Guide to B2B Social Media Marketing These are tough times for B2B marketers. Faced with industry disruption and an increasingly skeptical audience, they have to be at the top of their game
More information10 THINGS B2B COMPANIES
10 THINGS B2B COMPANIES Should Be Doing on LinkedIn Copyright 2016 Act-On Software www.act-on.com Using LinkedIn to Generate Leads LinkedIn isn t just a social network for job seekers and recruiters anymore.
More information3 Bright Ideas for Increasing Conversions with Customer Engagement
3 Bright Ideas for Increasing Conversions with Customer Engagement Table of Contents Are Old-School Engagement Techniques Putting Your Business in a Bad Light?... 3 The Electrifying Results of Effective
More informationLOST YOUR CRM DIRECTION?
LOST YOUR CRM DIRECTION? THIS 5-STEP ROADMAP CAN HELP The better an organisation understands its customers and their needs and their expectations, the greater opportunity it has to satisfy those needs
More informationHow to Gain Actionable Insights from Social Media
How to Gain Actionable Insights from Social Media HOWARD GREENSTEIN Social Media Strategist and Evangelist, President of the Harbrooke Group Companies are spending time and money creating their social
More informationThe DealerRater Guide to Online Reviews: LEVERAGING REVIEWS FOR A COMPETITIVE EDGE
The DealerRater Guide to Online Reviews: LEVERAGING REVIEWS FOR A COMPETITIVE EDGE EXECUTIVE SUMMARY Online reviews are the new word of mouth. A positive online review of your dealership causes a ripple
More informationCreating Loyal Customers
Creating Loyal Customers Brought to you by Page 1 of 6 In today s competitive retail environment it takes far more than a sequence of emails or coupons to engage consumers efficiently and create a loyal
More informationDeveloping an effective B2B content marketing strategy
Developing an effective B2B content marketing strategy Developing an effective B2B content marketing strategy requires an informed and coordinated approach. B2B companies should recognize how they differ
More informationEvolving From Contact Center to Engagement Center
Evolving From Contact Center to Engagement Center Jeff Foley Director, Product Marketing PEGASYSTEMS Today s digitally empowered customers are more demanding than ever. They expect a quick, accurate resolution
More informationSOCIAL MEDIA MARKETING VOL. 4
Social Media Marketing Vol. 4 SOCIAL MEDIA MARKETING VOL. 4 TITLE: Great Social Media Marketing Guidance You Can Put To Use Author: Iris Carter-Collins Table Of Contents 1 HeaderGreat Social Media Marketing
More informationGet started and get better Erwin Taets VIVES Leisure Management Research & Expertise Center
Social Media 2.0 Get started and get better Erwin Taets VIVES Leisure Management Research & Expertise Center VIVES previously known as KATHO new name: VIVES since September 2013 VIVES = you will live in
More informationA guide to SOCIAL SELLING
A guide to SOCIAL SELLING THE CONTENTS QUICK STATS QUICK STATS 1 WHAT IS SOCIAL SELLING? 2 SOCIAL SELLING ANATOMY 3 FIVE PILLARS OF SOCIAL SELLING 4-9 SOCIAL HACKS & TIPS 10-12 REF REFERENCE 13 QUICK STATS
More information1 01. Customer Acquisition vs. Customer retention: the big challenge The role of Retention Marketing in e-commerce
1 01. Customer Acquisition vs. Customer retention: the big challenge 3 02. The role of Retention Marketing in e-commerce 6 03. Refine Customer Experience and drive customer retention with these 7 tips
More informationFive Ways Financial Services Can Increase Business Through Enterprise Social Networking. CLEARVALE White Paper January 2014
Five Ways Financial Services Can Increase Business Through Enterprise Social Networking CLEARVALE White Paper January 2014 Introduction Fortune 500 companies are adopting enterprise social networks private,
More informationFocus in on the clients you wish to reach on-line.
The world of digital marketing seems foreign. However, all of the basic tenants of sales and marketing still apply. It s just a different platform and due to the vast numbers of platforms available and
More informationOracle Marketing Cloud Transforming Businesses Through Enhanced Customer Experiences. An Exclusive Company Overview for
Oracle Marketing Cloud Transforming Businesses Through Enhanced Customer Experiences An Exclusive Company Overview for Table of Contents Section 1: Brand Alignment and Mutual Customer Vision.... 8 Two
More information