Found at Conversation Agent: The World Has Changed. People Are Empowered.
One of the most common questions I get when I facilitate conversations at events is:how do I convince my manager and IT group to work with me? What can I say that will help me win them over to support my initiative?
To be continued at http://www.conversationagent.com/2010/09/the-world-has-changed-people-are-empowered.html
Photocredit jasonrowe.
Indeed, attitude. And not limited to customer service staff
One person can make a tremendous difference even in a huge organization. Especially if that person understands service, and how every interaction inside and outside the company is with a customer. That is true and valid especially in the hospitality industry.
Photocredit Beat.
Marketing Priority | Premium Microsoft Templates and Tools – Demand Metric Blog.
In May and June 2010, Aberdeen surveyed 270 executives regarding their Marketing agendas for the second half of 2010 and the remainder of calendar 2011. The results were compelling: Marketers’ agendas for the next 12 months are focused on delivering a clear ROI from their investments. And to demonstrate strong program results, one area reigns supreme – access and understanding of customer experience data. Having and using customer and prospect information is driving agenda deliverables around programs and technology solutions into 2011. Failing to leverage customer experience data from the myriad sources covered in this research brief, including demand generation campaigns, social media efforts, web interactions will be the difference between success or failure.
While all programs deliver customer experience data, some will produce better data and results than others. This is especially relevant when multi-channel programs are implemented. Focus your agendas on programs and the technology that improve your ability to rapidly track and report ROI results. There is substantial room to leverage technology given that 70% of all non Best-in-Class respondents do not include marketing automation as a top priority for future agendas. These programs and their supporting technology allow marketing organizations to do more of what is working faster and not waste time or resources on what’s not. See Figure 5: Technologies that Deliver Customer Experience Data.
Photocredits neloqua
To be continued at http://blog.demandmetric.com/2010/09/20/marketing-priority/
Recommended post: Update: First Round of Interviewees for Future of Money Project http://ht.ly/196t82
Photocredit: Amsterdamize
Reading 3 ways social gaming can benefit brands – According to video game research company GameVision, 20.1 millio… http://ht.ly/196krh
Photocredit: Amsterdamize
A known fact from the midst of the past century, but always good to bear in mind these recent insights.
Found at Customer Experience vs. Profitability | CustomerThink.
Most teams are trying their very best to make customers happy. Some are more lucky than others to get some executive buy-in. Often times I get asked how they could convince their executive bench that improvements in the customer experience model is very important. Customers are requesting the same but executive are often too busy to focus on shareholder value discussion than on business execution.
We made a little test and ran some sentiment analysis across fortune 1,000 companies. The result shows a stunning correlation between customer experience and profitability. Customer focused businesses who create a positive customer experience are also profitable. To the contrary, those businesses who care less about their customers and have a largely negative brand reputation (measured by customer sentiment) are also not profitable.
In the above, randomly selected list of companies are a few interesting direct comparisons:
To be continued at Customer Experience vs. Profitability | CustomerThink.
Photocredit: Flying House Studios
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