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P&G Thank you, mom campaign. Lessons learned

P&G Thank you, mom campaign. Lessons learned | consumers, as the Company knows them | Scoop.it
marketing lessons learned from P&G campaign "Thank you, mom".
Lucilla Di Iorio's insight:

Ancora una volta, mostrarsi "com-passionevoli", allineati al feeling dei destinatari di un messaggio, sembra essere una valida scelta, per la buona riuscita della desiderata viralità....

Good point well made, P&g!!!

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consumers, as the Company knows them
Everything consumers do or say show their opinion about the brand, the product and the Company. How can we read all these informations?
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Do you know what your "Core" Business Is - #CustExp

Do you know what your "Core" Business Is - #CustExp | consumers, as the Company knows them | Scoop.it
Take a second and think back to the last time that you had an exceptional customer experience — one that really surprised you for its customer centricity. After you got ov

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, June 1, 11:59 PM

I couldn't agree more!


"Companies which focus on CX by definition have a strong connection to their customers — because they have to know their customers to design #CX around them."


What are your thoughts on this other great analogy?


"Building a great business is a lot like building an athlete’s physique. Trainers don’t just focus on the individual muscle groups or being able to compete in a specific sport. They also focus on building your core strength — something that seamlessly transitions across sports and situations — and consistently helps to deliver both power and confidence."

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CRM and Customer Experience - What's the Difference?

CRM and Customer Experience - What's the Difference? | consumers, as the Company knows them | Scoop.it
Business 2 Community
CRM and Customer Experience - What's the Diff?
Business 2 Community
Wikipedia defines customer relationship management (CRM) as a model for managing a company's interactions with current and future customers.

Via Ruud Verduin
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Ruud Verduin's curator insight, May 7, 2013 11:29 PM

Beschrijft CRM als 'vanuit de organisatie' en CE als 'vanuit de klant'. Droevig.

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Drivers of Marketings Changing Role - Marketing Charts | #TheMarketingTechAlert

Drivers of Marketings Changing Role - Marketing Charts | #TheMarketingTechAlert | consumers, as the Company knows them | Scoop.it
Close to two-thirds of US marketers surveyed believe their roles as marketers will change in the next 12 months, while 4 in 5 feel that their roles will change in the next 3 years. ____________________________________________________ ► Receive a FREE daily summary of The Marketing Technology Alert directly to your inbox. To subscribe, please go to http://ineomarketing.com/About_The_MAR_Sub.html (your privacy is protected).
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New research identifies increasing trust tension among European consumers in how organisations use their personal data

New research identifies increasing trust tension among European consumers in how organisations use their personal data | consumers, as the Company knows them | Scoop.it
Lucilla Di Iorio's insight:

This new research shows consumer concerns about how companies use their personal data. It clearly demonstrates that all businesses need to work together to rebuild consumer trust.

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Eye Tracking 101: How Your Eyes Move on a Website

Eye Tracking 101: How Your Eyes Move on a Website | consumers, as the Company knows them | Scoop.it

Understanding website visitors (and their eyes!) helps you designing better your site and your emails. Here are some surprising eye tracking stats to help.

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The velocity of creative consumer activity, producer stances and th...

THE VELOCITY OF CREATIVE CONSUMER ACTIVITY, PRODUCER STANCES AND THE INTELLECTUAL PROPERTY LANDSCAPE Ian P.
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What’s the deal with consumers in 2014?

What’s the deal with consumers in 2014? | consumers, as the Company knows them | Scoop.it
consumers. What’s their real opinion in 2014? |
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Are You Faking It With Your Customers?

Are You Faking It With Your Customers? | consumers, as the Company knows them | Scoop.it
All around us, companies try desperately to fake their sincerity with individual customers. Deep down, however, they don’t want customer's friendship, they just take care of their business... but how long will it work?
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Generation Y a tough target for marketers - Boston Globe

Generation Y a tough target for marketers - Boston Globe | consumers, as the Company knows them | Scoop.it
Boston Globe Generation Y a tough target for marketers Boston Globe But unfortunately for marketers, Volain and other millennials — generally defined as people born after 1980 — have also become skilled at finding ways to avoid the constant stream...
Lucilla Di Iorio's insight:

"Millennials", generally defined as people born after 1980, have grown up in an unprecedented sea of advertising and have also become skilled at finding ways to avoid the constant stream of advertising. They skip past ads, block them, or simply ignore the come-ons.

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Customer Satisfaction | Efficient Service Stands at the Center of Customer Satisfaction

Customer Satisfaction | Efficient Service Stands at the Center of Customer Satisfaction | consumers, as the Company knows them | Scoop.it

Customer satisfaction hinges on customer service. Leave the average consumer in limbo too long and you risk closing the door on loyalty and brand advocacy without ever inviting these customers in. But, when putting customer service at the foundation of one's business strategy, companies must also look at the underlying issues that often cause customer relationships to crumble.

 

As part of its "Customer Satisfaction Issues Survey,"Verint polled more than 7,000 consumers from around the globe, including in the United States, United Kingdom, France, Germany, Poland, and Russia. The purpose was to assess common customer behaviors and perceptions affecting customer satisfaction around the world. The survey, which focused on five sectors—retail, utilities, financial service, public services, and phone, TV, and broadband—established that service outranks price in importance by a two-to-one margin. Only 22 percent of respondents worldwide believe price outweighs service, while 48 percent favor customer service excellence.


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, March 17, 2013 9:41 AM

Survey results with infographic.

Rescooped by Lucilla Di Iorio from Consumer Behavior in Digital Environments
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Consumers Visit Retailers, Then Go Online for Cheaper Sources

Consumers Visit Retailers, Then Go Online for Cheaper Sources | consumers, as the Company knows them | Scoop.it

Target and Best Buy have been fighting back against showrooming, where people check out the goods in brick-and-mortar stores with the express intent of finding them cheaper online (hello, Amazon). But Placed, a mobile analytics company, found that those retailers are far from alone in being showroomed.

 

Placed gets its data from measuring the physical location of mobile phone users who consent to be tracked and overlaying it with survey data about people's brick-and-mortar shopping behaviors, and also dug up some interesting data about showrooming habits by gender. And there's more reason for retailers to be concerned.

 

According to Gartner research, less than 10 percent of consumers give the business to the online site of the retailer that they showroomed


Via Russ Merz, Ph.D.
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Rosaria Gordon's comment, April 3, 2013 7:43 PM
I have to say I am definitely guilty of this as well. I much prefer to browse the web in the privacy of my own home and find I can gain all the information I need before making my purchase. However, I have talked to a lot of people who are still scared of using the internet due to being scammed and ripped of. I think their is definitely some technique to buying online, especially when it comes to clothes as you need to understand how the product will fit, and I think the only way to learn these things is with practise. I think as more people become technologically advanced, online shopping may pose a problem for small New Zealand retailers, but at the same time there are a lot of people who much prefer to be able to examine the product first hand - and the people who are too impatient to wait for something to arrive in the mail!
Zhaowei Lu's comment, April 4, 2013 4:17 AM
The article after I read gives me some thoughts. First, it is obvious that people now buying products from online become more and more, why? it is convenient, no petrol fees, no traffic jams, no time consuming, just browsing from online, then click it , finally product would be delivered.It does sound simple, but when it comes to clothes or something else require people to fit, it still makes people to come to shops to try on, and check quality. As far as I am concerned, New Zealand as a small country with high social warfare, it requires people to pay GST, if some products can be sold from websites like trademe, it does not pay any GST, but it is still business. Therefore, it might be a problem
Jieyi Situ's comment, April 9, 2013 9:27 AM
It is true that more and more people trend to shopping online instead of shopping at showrooms, especially for the electric and digital products. There are some reasons for this phenomenon which are more convenient, cheaper, and products will be delivered. It's a great challenge for the retailers to deal with this problem. They need to pick up the advantages that shopping at showrooms and attract consumers.
Rescooped by Lucilla Di Iorio from CRM best practices
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Analyze Customer Profiles and Behavior for Better Decision Making by David Loshin - BeyeNETWORK

Analyze Customer Profiles and Behavior for Better Decision Making by David Loshin - BeyeNETWORK | consumers, as the Company knows them | Scoop.it
Analyze Customer Profiles and Behavior for Better Decision Making Analytics David Loshin Business Intelligence (Analyze Customer Profiles and Behavior for Better Decision Making: #BusinessIntelligence #Analytics @davidloshin

Via Ruud Verduin
Lucilla Di Iorio's insight:

"...If the first objective is to understand who the customers are and what they do, the next objective is to apply what you believe about customer archetypes and behaviors to influence changes in relation to customer behavior..."

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81% would pay more in order to receive high quality customer service - The Drum

81% would pay more in order to receive high quality customer service - The Drum | consumers, as the Company knows them | Scoop.it
The Drum81% would pay more in order to receive high quality customer serviceThe DrumCustomer experience is a key driver for revenue growth in Europe, research from Oracle has found, with 81 per cent saying that they would be willing to pay more in...

Via Ruud Verduin
Lucilla Di Iorio's insight:

What happens to the business if customer experience becomes an incremental part of a product's value?

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Marketing and Customer Satisfaction

Marketing and Customer Satisfaction | consumers, as the Company knows them | Scoop.it
Everyone reading this is familiar with consumer oriented marketing. What many social and marketing professionals fail to acknowledge is the reality of what can be called the "Coherent Customer".
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Are Marketers Seeing the Whole Picture? The Rise of Augmented Reality - MarketingProfs.com (subscription)

Are Marketers Seeing the Whole Picture? The Rise of Augmented Reality - MarketingProfs.com (subscription) | consumers, as the Company knows them | Scoop.it
MarketingProfs.com (subscription) Are Marketers Seeing the Whole Picture?
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The Growth of Social Media: From Passing Trend to International Obsession [Infographic] - SocialTimes

The Growth of Social Media: From Passing Trend to International Obsession [Infographic] - SocialTimes | consumers, as the Company knows them | Scoop.it
While many platforms have come and gone, the growth of social media indicates that more people are catching on and using social networks to connect.
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Mobile Marketing and Commerce: the technology battle between NFC, BLE, SIM, & Cloud - STL Partners / Telco 2.0 Research

Mobile Marketing and Commerce: the technology battle between NFC, BLE, SIM, & Cloud - STL Partners / Telco 2.0 Research | consumers, as the Company knows them | Scoop.it
In this briefing, the author analyses the bewildering array of technologies being deployed in the on-going mobile marketing and commerce land-grab.
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P&G opens doors to families of Olympic athletes

P&G opens doors to families of Olympic athletes | consumers, as the Company knows them | Scoop.it
Procter & Gamble Co., which sells consumer goods in more than 180 countries, is trying to win the hearts of women around the world by lavishing attention on the mothers of athletes at the Winter Olympics in Sochi, Russia.
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P&G Thank you, mom campaign. Lessons learned

P&G Thank you, mom campaign. Lessons learned | consumers, as the Company knows them | Scoop.it
marketing lessons learned from P&G campaign "Thank you, mom".
Lucilla Di Iorio's insight:

Ancora una volta, mostrarsi "com-passionevoli", allineati al feeling dei destinatari di un messaggio, sembra essere una valida scelta, per la buona riuscita della desiderata viralità....

Good point well made, P&g!!!

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Il nuovo Gmail e il tasso di apertura delle newsletter: il mail marketing è in crisi?

Il nuovo Gmail e il tasso di apertura delle newsletter: il mail marketing è in crisi? | consumers, as the Company knows them | Scoop.it
Risale allo scorso 29 Maggio l’ultimo restyling di Gmail, il servizio di posta targato Mountain View più utilizzato al mondo, con ben 425 milioni di utenti attivi.

Via Inside Marketing
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Using Customer Experience Optimization To Boost Loyalty Programs

Using Customer Experience Optimization To Boost Loyalty Programs | consumers, as the Company knows them | Scoop.it
Using Customer Experience Optimization To Boost Loyalty ProgramsMediaPost CommunicationsThe online travel industry has changed: travel agencies now provide a one-stop shop for everything from airfare and room and board to transportation and tours,...

Via Ruud Verduin
Lucilla Di Iorio's insight:

Loyalty programs can significantly boost customer retention and long-term brand loyalty.

But, are you using CRM in the best possible way? 

Are current marketing efforts positively impacting revenues?

Are you using CRM data to make the online and offline experience as relevant as possible?

Are you investing time and effort into email marketing without a true segmentation and personalization plan? 

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Infographic: Women on social media | SMI

Infographic: Women on social media | SMI | consumers, as the Company knows them | Scoop.it
As advertisers continue to misunderstand the lucrative female market, this infographic highlights the wants and needs of women on social.

Via Shannon Bellefleur, Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, March 14, 2013 9:46 AM

Some interesting stats about how women use and interact with social media. Thanks to #ShannonBellefleur for sharing the infographic.

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How Consumers Really Think

How Consumers Really Think | consumers, as the Company knows them | Scoop.it
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Philippe Trebaul's curator insight, February 20, 2013 4:27 AM
How Consumers Really Think

From blogs.imediaconnection.com February 19, 11:23 PM


How Consumers Really Think via @MegsTurns http://sco.lt/...

Lucilla Di Iorio's curator insight, February 28, 2013 12:55 AM

"Let’s remember that “behavior is a series of decisions”. Therefore, if we are targeting people behaviorally based on past actions, we are messaging to people in a post-decision state-of-mind."

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How Consumers Really Think

How Consumers Really Think | consumers, as the Company knows them | Scoop.it
Lucilla Di Iorio's insight:

"Let’s remember that “behavior is a series of decisions”. Therefore, if we are targeting people behaviorally based on past actions, we are messaging to people in a post-decision state-of-mind."

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Philippe Trebaul's curator insight, February 20, 2013 4:27 AM
How Consumers Really Think

From blogs.imediaconnection.com February 19, 11:23 PM


How Consumers Really Think via @MegsTurns http://sco.lt/...