Sparking A Connection
|
|
- Doris Miles
- 5 years ago
- Views:
Transcription
1 InMoment Case Study Marks & Spencer Sparking A Connection MARKS & SPENCER LEVERAGE CUSTOMER STORIES TO DELIVER SUSTAINABLE VALUE IN THE INTERNATIONAL MARKETPLACE Marks & Spencer is an iconic British brand and staple of the High Street: the picture of quality and value for over 130 years. With over 1,400 stores in more than 40 countries and over 10.4 billion in annual revenue the global retailer provides its 32 million customers with nutritious food, fashionable clothing, and innovative home products in-store and online. And Plan A an initiative to source products responsibly, conserve energy, reduce waste, and help local communities drives home the company s commitment to protecting the planet and behaving in a responsible way.
2 Placing Customers at the Heart of the Business When Steve Rowe became M&S s Chief Executive Officer in 2015, his goal was singular: a renewed focus on putting customers at the heart of the business. Yet, understanding customer needs and cultural nuances across multiple nationalities is no simple task. Add to that the challenge of delivering a consistent shopping experience across company-owned locations, massive international franchise partners, and smaller, family-owned locations, and you re looking at an extremely complex operation. John Heatherington, International Operations Manager with a 10+ year tenure at Marks & Spencer, was presented with an exciting opportunity. With his experience and expertise in finance, he was asked to spearhead a robust, global customer experience (CX) programme with tangible financial value. John faced the challenge head on and, before long, he became a self-proclaimed customer service geek. I ve filled in far too many customer service surveys, probably more than I should admit to, he says. I ve commented and complemented where necessary because it s good to see good service being rewarded. He wanted to know what the best brands in the world were doing when it came to improving CX. Internationally, M&S was using a mystery shopper programme one visit per month per store which gave a figure, that s all, according to Heatherington. And while the company was running a Voice of Customer (VoC) programme in the UK where customer service has always been a part of the M&S story it was at the periphery and not at the heart of the international business, according to Heatherington. Further, M&S s VoC vendor could not replicate the platform in multiple languages across all markets, a must have in order to give customers a consistent experience and authentic voice across the globe. Heatherington saw a business-broadening opportunity with the ability for every shopper to be that mystery shopper, to understand what customer service means for M&S on the international stage. WE WANT TO BE THE BEST IN CUSTOMER SERVICE. WE WANT THE WORLD TO KNOW WHAT BRITISH CUSTOMER SERVICE REALLY MEANS. WE WANT TO CONTINUALLY STRIVE TO BE THAT COMPANY THAT OTHERS WANT TO EMULATE. John Heatherington, International Operations Manager, M&S
3 BY THE NUMBERS PARTNER SINCE 2015 LOCATIONS 400 LANGUAGES 20 COUNTRIES 31 AVERAGE INCREASE IN OSAT 23% YOY INCREASE IN CHECKOUT EXPERIENCE 13% YOY INCREASE IN FITTING ROOM EXPERIENCE 7% INCREASE IN SPEND FOR REPEAT CUSTOMERS IN A SINGLE MARKET 83% Launching a Global Listening Programme Implementing a programme of this size is a hugely complex process, according to Heatherington. Not only is there the challenge of translating questions into numerous languages while accounting for proper tone, wording, and connotation, but the additional hurdle of syncing and engaging retail operations, information technology, and marketing departments across the globe. Currently, InMoment helps Marks & Spencer operate a VoC programme in over 400 international stores in 20 languages across 31 countries, including Hong Kong, Greece, Singapore, India, Spain, China, Russia, and Thailand. Since InMoment supports a wide range of languages, in this truly global marketplace, customers may give feedback and have their comments analysed in their preferred language. Across locales, one thing is certain: M&S customers want to be a part of the improvement process. In fact, the company received over 300,000 pieces of customer feedback in the programme s first year alone. However, if a market is struggling to collect enough customer feedback, Heatherington and team leverage best practices to increase engagement. One market saw an astonishing 5200% increase in feedback by making a small process change, ultimately increasing customer buy-in, staff recognition, and opportunities for improvement. The ability to add unique questions and incentives, relevant to each particular market, gives a local ownership to an international process. Marks & Spencer s post-transaction, web-based survey is comprised of both structured and open-ended prompts. For the latter, Active Listening gently encourages customers for more detail in real time, giving M&S richer, more detailed insights. Customer comments are then processed through InMoment s industry-tuned text analytics engine, uncovering trends, differentiators, and opportunities for improvement. Using InMoment s Coach report, key touch points are identified and managers are given store-level, customised action plans and recommendations
4 to improve in these areas. At the Executive level, custom reporting provides advanced visualisation and analytics capabilities, allowing ad-hoc queries and the creation of custom dashboards that handle large data sets spanning multiple sources. the customer journey that needed special attention: fitting rooms and checkout experience. By running text analytics on unstructured, human feedback, InMoment pinpointed the specific reasons for customer dissatisfaction in these areas. The company mandate is that all customer rescue opportunities are completed by a Store or Regional Manager within 48 hours, and InMoment s real-time alerting of unsatisfactory customer experiences allows for this expedited resolution. In addition, Heatherington takes it upon himself to often read hundreds of customer responses, follow up with managers, and ensure the feedback loop is successfully closed with all customers. For a personalised twist, M&S locations with in-store coffee shops have been known to invite customers in for a complimentary beverage to resolve issues face-to-face. Creating A Roadmap for Consistency From the guest s lasting impression with the brand, including Net Promoter Score, to experience factors that relate to each specific shopping experience such as friendliness of colleagues and cleanliness of the store environment M&S is constantly monitoring their progress. Looking at customer feedback trends daily, weekly, and quarterly, Heatherington and his team focused in on two touch points along M&S s Learning & Development team used customer feedback to craft a revamped service standards toolkit which reflects how customer service looks from the customer viewpoint. The toolkit not only covers broad topics such as staffing models, efficiency, and customer interactions, but also specific improvement opportunities trending in customer feedback. It was about understanding the basics and applying sensible solutions, concludes Heatherington. For example, customers wanted more fashion advice in the fitting rooms, so the company created design guides on how to recommend outfits to customers. They even hung outfit suggestions in the fitting room area and, in general, improved the environment with more modern decor. In one market, M&S ed customers who had submitted negative feedback, and invited them back to the store for an improved fitting room experience. Regarding checkout, the team used customer feedback to identify 16 individual elements of the payment experience and tips for saving just four or five seconds on each one totaling a significant time savings for customers. Now, service is more consistent and staff are more relaxed, says Heatherington.
5 Putting CX Front and Center According to Heatherington, We want to be the best in customer service. We want the world to know what British customer service really means. We want to continually strive to be that company that others want to emulate. Across 11 key international markets, M&S averaged a 23 percent increase in OSAT since the programme s launch, highlighted by an 88 percent increase in India, 40 percent in Singapore, 28 percent in Vietnam, 23 percent in Hong Kong, and 18 percent in Turkey. Further, when customers are more satisfied, their relationship with the brand becomes exponentially more valuable. In one key market, M&S achieved a 27 percent increase in OSAT, and knows that repeat customers spend 83 percent more when they return, leading to 284,000 in new revenue annually. Marks & Spencer is pleased with the quick improvements they ve seen, and are rolling out more elements of the programme as customer experience has gone from low key to front and center. Additionally, according to Heatherington, they ve found that sometimes service isn t a thing...it s simply a connection. [It s] the people we employ to protect the brand, project the brand, but also to trust it, understand it, believe it, and breathe it every single day when they come to work. SOMETIMES SERVICE ISN T A THING...IT S SIMPLY A CONNECTION. [IT S] THE PEOPLE WE EMPLOY TO PROTECT THE BRAND, PROJECT THE BRAND, BUT ALSO TO TRUST IT, UNDERSTAND IT, BELIEVE IT, AND BREATHE IT EVERY SINGLE DAY WHEN THEY COME TO WORK. John Heatherington, International Operations Manager, M&S The company has recently explored the customer cross journey (e.g., And with updated policies and new training standards in place, M&S saw a marked shift in customer perceptions, moving the needle seven percent on fitting room experience and 13 percent on checkout. While they re focused heavily on customer stories, M&S also monitors Overall Satisfaction (OSAT) as a quantifiable measure of improvement in customer experience. if they browsed the company s website before visiting a store) and is running a pilot e-commerce survey in one market. According to Rowe, Our customers are now at the heart of everything we do. That means that every decision starts with them. Our actions are driven by listening to what customers tell us, not by what we think is right for them. Looking at who our customers are and how they shop with M&S is crucial to our future. There remain great opportunities for growth.
Why Implement a VoC Program? ebook
Why Implement a VoC Program? ebook Customer Experience: The Great Differentiator With rare exceptions, companies no longer have the luxury of competing on price alone. Today, the great differentiator is
More informationUNDERSTANDING THE POWER OF EMPLOYEE ENGAGEMENT
EBOOK UNDERSTANDING THE POWER OF EMPLOYEE ENGAGEMENT The Employee-Customer Equation THE CX EQUATION Customer experience is like an equation. When the right elements are in place, the result is seamless.
More informationWalk a Mile in Your Customers Shoes
Walk a Mile in Your Customers Shoes Customer Listening and Loyalty Modeling ebook Follow the Trail of Touchpoints All brands deliver something. Top brands work to deliver an exceptional customer experience
More informationWebrooming vs Showrooming. a report by PushON ecommerce. Delivered.
Webrooming vs Showrooming a report by PushON ecommerce. Delivered. Introduction Retail has undergone immense change in recent years, driven largely by online and mobile technology. The growth of online
More informationTHE ART OF CUSTOMER CENTRICITY. Harnessing technology to surprise and delight customers in moments that matter
THE ART OF CUSTOMER CENTRICITY Harnessing technology to surprise and delight customers in moments that matter In today s digital world, businesses must put their customers at the very heart of everything
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 informationBest Practice Guide to Co-creation
Best Practice Guide to Co-creation In association with Bulbshare BCMA 6th Floor, Charlotte Building 17 Gresse Street London, W1T 1QL www.thebcma.info @thebcma Co-creation: The future for brands The co-creation
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 informationHow to Use Sentiment Analysis to Gain a Competitive Advantage
CASE STUDY How to Use Sentiment Analysis to Gain a Competitive Advantage Indellient s Clarity project strengthens IBM s offerings using real-time feedback of their product and services Abstract The most
More informationCASE STUDY. Innovative customer service made simple with CX Company solutions
CASE STUDY Innovative customer service made simple with solutions CASE STUDY Ditzo 3 The chatbot has boosted our Net Promoter Score. In addition, the chatbot provides us with very detailed and therefore
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 informationCustomer Survey Feedback Guides Product Improvements at Constant Contact
Customer Survey Feedback Guides Product Improvements at Constant Contact Constant Contact offers email marketing software that helps small businesses deliver effective email marketing and online marketing
More informationAlterna CX Customer Experience Management Solution Introduction Document
Alterna CX Customer Experience Management Solution Introduction Document August 2018 Alterna in brief End-to-end customer experience solution portfolio ALTERNA CX: SOFTWARE to manage and improve customer
More informationEBOOK. A Score Is Only Part of the Story. You Need More.
EBOOK A Score Is Only Part of the Story. You Need More. Traditionally, CX has focused on scores. And that s ok, because scores are important. They essentially provide you with a report card of how you
More informationCX: DO OR DIE SARAH LOVE L E A D E R S C O N G R E S S I R I S H R E T A I L L A N D S C A P E E C R
CX: DO OR DIE SARAH LOVE L E A D E R S C O N G R E S S I R I S H R E T A I L L A N D S C A P E 2 0 2 3 E C R TECHNOLOGY WHAT ARE THE KEY ISSUES FOR THE RETAIL LANDSCAPE? OF RETAIL MARKETING EXECUTIVES
More informationMASERGY CUSTOMER SUCCESS STORY
MASERGY CUSTOMER SUCCESS STORY Masergy Differentiates Itself with Unmatched Customer Service Masergy is a global IT service provider that offers hybrid networking, managed security, and cloud communications
More informationThe Decline of Structured Surveys. ebook
The Decline of Structured Surveys ebook Structured Surveys: A Dying Breed In their heyday, structured customer surveys changed the way companies did business. Even in their relatively unevolved forms,
More informationEBOOK. Financial Services 5 Priorities for Providing a Successful Customer Experience
EBOOK Financial Services 5 Priorities for Providing a Successful Customer Experience Intro Financial services clients are changing in many ways, and they want a company that will evolve with them. Clients
More informationCase study title Making AIB a great place to work again
Name of your organisation Contact name for enquiries Allied Irish Bank (AIB) Anthony Burrows anthony.x.burrows@aib.ie 07813 886 197 Case study title Making AIB a great place to work again Summary Please
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 informationMake Your Business Stronger with Smarter Customer Insights
Make Your Business Stronger with Smarter Customer Insights Survey Dynamix Survey Dynamix Smarter Customer Insights Give Businesses The Competitive Edge It s a highly competitive landscape out there for
More informationAvoiding Knowledge Management Pitfalls. Ten Common Mistakes and How to Avoid Them
Avoiding Knowledge Management Pitfalls Ten Common Mistakes and How to Avoid Them Table of Contents Introduction... 1 1. Failure to Set and Track Specific Goals... 1 2. Doing Too Much at Once... 2 3. Starting
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 informationAUSTRALIAN AIRPORTS ASSOCIATION BUILDING YOUR AIRPORT CUSTOMER CHARTER
AUSTRALIAN AIRPORTS ASSOCIATION BUILDING YOUR AIRPORT CUSTOMER CHARTER 1 ABOUT THE AAA The Australian Airports Association (AAA) is a non-profit organisation that was founded in 1982 in recognition of
More informationCLARABRIDGE ICE INTELLIGENT CUSTOMER EXPERIENCE
CLARABRIDGE ICE INTELLIGENT CUSTOMER EXPERIENCE Customer Experience is a key element of your business. How do you improve it? You need as much information as you can get. You also need control over your
More informationHOW TO DEFINE THE ROI OF YOUR QUALITY ASSURANCE PROGRAM
Session 306 HOW TO DEFINE THE ROI OF YOUR QUALITY ASSURANCE PROGRAM Art Hall, Director, Alvarez & Marsal Agenda Current Reality Customer Experience and Quality Assurance Program Maturation The Financial
More informationNICE Customer Engagement Analytics - Architecture Whitepaper
NICE Customer Engagement Analytics - Architecture Whitepaper Table of Contents Introduction...3 Data Principles...4 Customer Identities and Event Timelines...................... 4 Data Discovery...5 Data
More informationINDIVIDUAL MARKETING AT SCALE
INDIVIDUAL MARKETING AT SCALE MARKETING AT SCALE INDIVIDUAL 01 Individual marketing Increase ROI with individual marketing at scale Context Matters. The more contextually relevant a message is, the more
More informationHow to build a profitable customer loyalty program 7 key steps to create customers for life AGENCY OF THE YEAR
How to build a profitable customer loyalty program 7 key steps to create customers for life AGENCY OF THE YEAR INTRODUCTION Customer loyalty in the age of the customer 2 Customer loyalty in the age of
More informationUsing Speech Analytics to Capture the Voice of the Customer A CLARABRIDGE WHITEPAPER
Using Speech Analytics to Capture the Voice of the Customer A CLARABRIDGE WHITEPAPER Contents Executive Summary 2 The Keys to Successful Speech Analytics 3 Using Clarabridge for Speech Analytics 5 Conclusion
More informationthe Basics of Customer Experience
inquba series customer experience CX Series: the Basics of Customer Experience Part 3 of a 5-part series Service Recovery: Reinventing Customer Experiences, Collaboratively @ the planet s smartest cx orchestration
More informationCase Study. How Gemalto s Trust ID Network is revolutionizing self-sovereign digital identities by leveraging R3 s Corda blockchain platform
Case Study How Gemalto s Trust Network is revolutionizing self-sovereign digital identities by leveraging R3 s Corda blockchain platform Traditional know-your-customer (KYC) processes are costly, complex
More informationLeadership Productivity Portal
Asia HR Executive Board Leadership Productivity Portal InterContinental Hotels Group PRODUCTIVITY PORTAL To drive leadership productivity, InterContinental Hotels Group (IHG) establishes an exclusive online
More informationLearning Analytics. Metrics that Matter
Metrics that Matter Learning Analytics Everything is in place with Metrics that Matter. We get great guidance there are many times when we ve called KnowledgeAdvisors and they ve really helped us through
More informationA BIT ABOUT US. Richardson and our clients are highly recognized and have won numerous industry awards, including the following:
Founded in 1978, we are headquartered in Philadelphia and have international offices in the UK, Singapore, Australia, and additional satellite offices around the globe. A BIT ABOUT US We re Richardson,
More informationNUANCE COMMUNICATIONS CUSTOMER SUCCESS STORY
NUANCE COMMUNICATIONS CUSTOMER SUCCESS STORY The Closed Loop Feedback Process Proves to Be a Valuable Tool for Resolving Customer Issues in a Timely Manner, Leading to Increased Customer Loyalty and Satisfaction
More informationMastering Customer Experience. Practical advice on how to create moments that matter
Mastering Customer Experience Practical advice on how to create moments that matter Page 2 Introduction: Customer obsession is vital Every organization should be obsessed by its customers needs and behaviors,
More informationM&S: An Adventure in Building Marketing Capabilities
M&S: An Adventure in Building Marketing Capabilities The challenge At the start of 2013, the M&S Food Marketing Team found themselves faced with a plethora of external and internal challenges that were
More informationCustomer Service: A John Lewis perspective. Victoria Simpson
Customer Service: A John Lewis perspective Victoria Simpson 1 The Partnership s primary goal is not profit Principle 1 states: The Partnership s ultimate purpose is the happiness of all its members through
More informationTOTAL REWARDS AT NESTLÉ: MORE THAN JUST A POLICY
TOTAL REWARDS AT NESTLÉ: MORE THAN JUST A POLICY Operating in more than 190 countries and with over 300,000 employees, Nestlé is one of the biggest multinational corporations in the world. Group sales
More informationHotelQuickly Satisfies the Need for Speed with Tableau
CUSTOMER SUCCESS STORY HotelQuickly Satisfies the Need for Speed with Tableau The revolution in data and analytics is changing what businesses know about their customers. At the same time, the growth of
More informationHow to Drive Higher In-store Revenue with Online Scheduling
How to Drive Higher In-store Revenue with Online Scheduling Table of Contents Introduction Embracing the Phygital Experience Driving In-Store Interaction in the Digital Age Seamless Scheduling Automation
More informationCHANNELADVISOR WHITE PAPER. Everything You Ever Wanted to Know About Feedback on EBay
CHANNELADVISOR WHITE PAPER Everything You Ever Wanted to Know About Feedback on EBay Everything You Ever Wanted to Know About Feedback on EBay 2 An important part of successful selling on ebay is the feedback
More informationquarter peak holiday selling season, Belk implemented its remaining 200-plus stores in additional waves to go live on Reflexis in all stores.
CASE STUDY: BELK Reflexis has made a positive impact on everything from service, sales, associate engagement, and management on the sales floor. - Eric Bass, SVP, Store Operations, Staffing & Productivity,
More informationTHE STATE OF CUSTOMER DEVOTION IN RETAIL PART TWO
THE STATE OF CUSTOMER DEVOTION IN RETAIL PART TWO A QUICK RECAP: PART ONE... THE OBJECTIVE We were intrigued to discover how customer s devotion to retailers is influenced by loyalty strategies. THE METHODOLOGY
More informationBuilding Your Utility s Voice-of-the-Customer Program in 6 Steps. Shawn Silzer, Senior Manager, Consulting Solutions, E Source
Building Your Utility s Voice-of-the-Customer Program in 6 Steps Shawn Silzer, Senior Manager, Consulting Solutions, E Source Why Voice-of-the-Customer Research Matters Utilities face a triple threat these
More informationQuick Intro: Margaret Young, Chief Customer Experience Officer
Quick Intro: Margaret Young, Chief Customer Experience Officer Mix of customer experience technology, strategy, marketing and business process experience 17 years general management at IBM Director of
More informationEmployee Engagement. Listen Coach Take Action. Presented by: Andrew Park and Sandra Tamburino
Employee Engagement Listen Coach Take Action Presented by: Andrew Park and Sandra Tamburino Employee Engagement August 21, 2014 2014 InMoment, Inc. 1 Employee Engagement Employee Engagement: Listen Coach
More information8 simple steps to offering a superior customer experience
8 simple steps to offering a superior customer experience 1. Make communication convenient 2. Bring your online and offline worlds together 3. Embrace your employees 4. Engage your customers 5. Turn moments
More informationGUIDE Introduction to Social Networks. A Guide to Getting Started on Social Media
GUIDE Introduction to Social Networks A Guide to Getting Started on Social Media Introduction to Social Networks A Guide to Getting Started on Social Media Getting Started With a growing number of social
More informationSite Analytics. A sharper view of retail site performance
Site Analytics A sharper view of retail site performance YOU NEED TO KNOW THE INGREDIENTS OF SUCCESS SO YOU CAN REPEAT IT We know it s tough for retailers out there. A challenging economic climate, fierce
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 informationNot All Machine Learning Systems Are Created Equal
Not All Machine Learning Systems Are Created Equal Introduction The rise of e-commerce, alternative payment methods, and card not present transactions has caused the number of fraud losses by retailers
More informationThe Missing Piece of the Customer Experience Puzzle: Customer-Centric Employees
The Missing Piece of the Customer Experience Puzzle: Customer-Centric Employees WHY THIS MATTERS Consistently delighting customers requires listening to what they have to say, learning from their experiences,
More informationBEST PRACTICES: 2015 Credit Card Mobile Sites and Apps
BEST PRACTICES: 2015 Credit Card Mobile Sites and Apps Who is KLI? KEY LIME INTERACTIVE (KLI) is a user research firm that conducts both qualitative and quantitative research for Fortune 2000 companies,
More informationCognitive computing. Adopting AI: A guide to revolutionising your customer experience through artificial intelligence
Cognitive computing Adopting AI: A guide to revolutionising your customer experience through artificial intelligence Artificial intelligence and cognitive systems are revolutionising the experiences marketers
More informationecommerce Loyalty? YES indeed, Mr. Customer!
ecommerce Loyalty? YES indeed, Mr. Customer! MAKIS THEMELIS Chief Digital & Commercial Officer QIVOS S.A. About Me BA in European Studies / MA in International Business Relations 20+ years of professional
More informationThe Five Core Pillars for Your CEM Strategy
www.responsetek.com The Five Core Pillars for Your CEM Strategy THE FIVE CORE PILLARS FOR YOUR CEM STRATEGY FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM 1 2 3 4 5 Purpose Aligned with the
More informationTelecommunications Industry ebook Three Pillars of Churn Reduction
www.responsetek.com Telecommunications Industry ebook Three Pillars of Churn Reduction Aware Buy Install Use Support Billing Move Servicing Credit Ops Retention Technician B2 B1 Call Centre B1,2 B1,2 B1
More informationCustomer Experience Management: The Danger of Data Silos
InMoment White Paper Customer Experience Management: The Danger of Data Silos Copyright 2018 InMoment Inc. All rights reserved. Andrew Park VP, Customer Experience Strategy Abstract If data is the foundation
More informationWhitepaper LIVE CHAT SOLUTIONS. Five ways BoldChat is different.
Five ways BoldChat is different. Highlights Thousands of customers, worldwide Reliable 99.99% uptime The industry s best value Fully deploys in days 24/7 support Proven installs across vertical markets
More informationDATA STRATEGY. Sally Carey White Witch
DATA STRATEGY Sally Carey White Witch +64 9 303 2305 +64 27 454 6728 sally.carey@datamine.com www.datamine.com CREATED BY DATAMINE REINZ - DATAMINE MODELLING CAPABILITY 1 Datamine 2018 All Rights Reserved
More informationYes, You DO Need Visual IVR Frequently Asked Questions
Frequently Asked Questions All rights reserved. No part of this document may be reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic
More informationPassenger Experience Management
Passenger Experience Management 10 tips for the successful development and execution of for passengers travelling by road, rail, air and water Steve King Head of Services Research SPA Future Thinking Introduction,
More informationCase study Rabobank. Increase customer loyalty through customer dialogue and co-creation
Case study Rabobank Increase customer loyalty through customer dialogue and co-creation 2015 About Rabobank Rabobank is a multinational banking and financial services company headquartered in the Netherlands.
More informationSOCIAL, MOBILE & THE CLOUD COMPLEX NATURE OF TECHNOLOGY OR AN OPPORTUNITY FOR BETTER BUSINESS?
Research SOCIAL, MOBILE & THE CLOUD COMPLEX NATURE OF TECHNOLOGY OR AN OPPORTUNITY FOR BETTER BUSINESS? 2012 was a landmark year when the impact of the social, mobile, and the cloud technologies became
More informationRetail Is Ripe for Advocacy. ebook
Retail Is Ripe for Advocacy ebook The Trust Factor Where do shoppers, consumers, and everyday Janes and Johns turn when they want to know where to take their car for an oil change? What dress shirt is
More informationTHE E-COMMERCE BUSINESS OWNER'S GUIDE TO SEO MANAGEMENT
THE E-COMMERCE BUSINESS OWNER'S GUIDE TO SEO MANAGEMENT Lessons from Online Retailers Who Successfully Drive SEO Growth Table of Contents Introduction Why Top-Performing E-commerce Businesses Invest in
More information2016 Live Chat Benchmark Report
2016 Live Chat Benchmark Report Contents Introduction 01 Data and Methodology 02 Customer Service Metrics 02 What the Metrics Are Customer Satisfaction Rate Wait Time 02 03 03 Chat Duration 03 Chats per
More informationInformed Customer Experience Steve Monteith Vice President, Marketing USPS
Informed Customer Experience Steve Monteith Vice President, Marketing USPS 1 USPS Brand USPS has a rich history and deep connection to its customers, expressed through our people and services at every
More informationWhite Paper Engage your guests
Engage your guests Leverage data and analytics get a 360 view of your customers Table of contents Engage guests same game, new rules 2 Gain a 360 view 3 Take a big picture approach 5 Gain a hospitalityoriented
More informationOwning Your Brand s Social Community Drives More Shoppers and Sales
Owning Your Brand s Community Drives More Shoppers and Sales Contents 1 Executive Summary 3 Introduction 5 Research Scope & Methodology 6 Why They Come 7 Comprehensive Findings 9 Retail 11 Communication
More information4.3% higher mobile conversions. 115% annual ROI on Clicktale after less than two months use
Case Study Justin Olson Vice President Digital Commerce, "Clicktale s integrated workflow and actionable insights helped us better engage clients on our mission-critical web and mobile channel by creating
More informationDigital government: how far should you go and what outcomes can you expect?
Digital government: how far should you go and what outcomes can you expect? Advice on how to accelerate transformation while driving citizen satisfaction Introduction The vision of a data and digitally
More informationpointofview The Essential Steps for Building and Maintaining a Best-in-Class Customer Experience Culture
pointofview The Essential Steps for Building and Maintaining a Best-in-Class Customer Experience Culture Trish Dorsey, Senior Vice President, US, Ipsos Loyalty Jon Atkin, Senior Vice President, US, Ipsos
More informationTransform your support services into an exceptional customer experience. An Extension of Your Business. First Data Consumer Experience Management
First Data Consumer Experience Management Transform your support services into an exceptional customer experience. Your customers expect you to understand their wants and needs. Our solutions help you
More informationAutomating E-commerce Content Creation
Automating E-commerce Content Creation Using Natural Language Generation To Power Personalization and Increase Conversions The Dream: Websites That Sell Like People What if e-commerce product descriptions
More informationA BUYER S GUIDE TO CHOOSING A MOBILE MARKETING PLATFORM
A BUYER S GUIDE TO CHOOSING A MOBILE MARKETING PLATFORM A Buyer s Guide to Choosing a Mobile Marketing Platform Today, mobile users are demanding more from their app experiences, and the priority is clear:
More informationMedallia Customer Experience Certification
Medallia Customer Experience Certification Practical guidance for your customer experience journey Whether you are just getting started on your customer experience journey or are looking to evaluate and
More informationA Customer s Journey: Looking Down the Road in 2018
A Customer s Journey: Looking Down the Road in 2018 How analytics is adapting to a changing customer service paradigm A Whitepaper by Nexidia Taking the Journey with Your Customers The way we understand
More informationThe Card Processing Platform Working For or Against You?
The Card Processing Platform Working For or Against You? JHA Payment Solutions Contents The Card Processing Platform: Working For or Against You?...3 Risks of Using the Wrong Processing Vendor...3 Data
More informationpowering the world of recruitment company brochure
powering the world of recruitment company brochure Contents powering the world of recruitment 4. About 5. Approach 6. Planning 7. Analytics 8. Change & Transformation 9. Operational Excellence 10. Clients
More informationDon t Kill the Analyst Just Yet
Don t Kill the Analyst Just Yet How Ipsos Loyalty applies text analytics GAME CHANGERS Don t Kill the Analyst Just Yet By Seth Grimes, Alta Plana Corporation Text Analytics clocks in as the #4 emerging
More informationCASE STUDY: COMMERCIAL EQUIPMENT BUILDING AN INDUSTRIAL IoT STRATEGY
CASE STUDY: COMMERCIAL EQUIPMENT BUILDING AN INDUSTRIAL IoT STRATEGY THINK BIG, START SMART mnubo is an Internet of Things (IoT) company, providing Data Analytics solutions for connected Product Manufacturers
More informationCritical Questions When Assessing Your Ecommerce Platform
Critical Questions When Assessing Your Ecommerce Platform 2 It s time to take a serious look at graduating to an updated system capable of growing with your business. A purpose-built, cloud-based commerce
More informationEmployee Suggestions an Untapped Resource
White Paper Employee Suggestions an Untapped Resource Innovative ideas drive a company s success. Whether creating new products, improving existing services, or finding more efficient workflows, innovation
More informationThe World s Largest Guest Feedback Platform
The World s Largest Guest Feedback Platform Agenda 1. Introduction to the TrustYou platform 2. Explanation of the guest journey 3. Leveraging guest feedback in your strategy 4. The only all-in-one choice:
More informationmyskillsprofile MLQ30 Management and Leadership Report John Smith
myskillsprofile MLQ30 Management and Leadership Report John Smith Management and Leadership Questionnaire 2 INTRODUCTION The Management and Leadership Questionnaire (MLQ30) assesses management and leadership
More informationHow 5 retailers transformed their business with Chrome devices
How 5 retailers transformed their business with Chrome devices Contents Introduction 3 Scheels 4 Taking in-store customer experience to the next level Charles Schwab 6 Exceeding targets and providing best-in-class
More informationeasy web-to-print for franchised & multi-site networks
easy web-to-print for franchised & multi-site networks contents web-to-print 4 why BrandDemand? 5 marketing microsite 6 template library 7 management tools 8 on-going support 9 printing.com products 10
More informationPAID SEARCH. be seen. PAID SEARCH FEATURES INCLUDE:
DATA SHEET be seen. PAID SEARCH ChannelAdvisor s Paid Search solution redefines search engine marketing, giving you the ability to manage paid search campaigns for Google, Yahoo! and Bing from one interface.
More informationFour ideas to improve quality management in your contact centre
Four ideas to improve quality management in your contact centre Four ideas to improve quality management in your contact center According to Bain & Co, a customer is 4x more likely to buy from a competitor
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 informationClaus von Riegen. Innovating at SAP the Delicate Balance between Incremental and Radical Innovation. An interview with
An interview with Claus von Riegen Vice President and Head of Business Model Innovation (BMI) at SAP Innovating at SAP the Delicate Balance between Incremental and Radical Innovation Transform to the power
More informationA Guide to the Net Promoter Score for Your Business
A Guide to the Net Promoter Score for Your Business Learn how to effectively measure and track your client satisfaction using the Net Promoter survey method for your business. Copyright 2014 Inavero, Inc.
More informationMr R Dhinakaran, President, Singapore Retailers Association, Thank you for inviting me to the Singapore Retailers
SPEECH BY MR ZAQY MOHAMAD, MINISTER OF STATE FOR NATIONAL DEVELOPMENT & MANPOWER, AT THE SINGAPORE RETAILERS ASSOCIATION EXCELLENT SERVICE AWARDS 2018 HELD ON 21 NOVEMBER 2018, 3.00 PM, AT KALLANG THEATRE
More information