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customer profiling
Updated information about CRM in digital society.
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How to turn big data into great customer experiences - iMedia Connection

How to turn big data into great customer experiences - iMedia Connection | customer profiling | Scoop.it
How to turn big data into great customer experiences
iMedia Connection
After all, having terabytes of data on customer history and behavior is certainly better than trying to extrapolate from just a few data points.

Via Brendan Dykes
Yu Ji's insight:

Sometimes big data translates to "Too Much Data.” Exactly, you have access to an incredible amount of data doesn't mean all of it is relevant to your campaign and its goals. The key is to break down big data into usable data and the hard part is to determine what is usable. 

This post states that it is important to remember that data analyzation should start before you actually have any data, by determining which metrics are important to track and which metrics may just be a waste of time. Personally, I can't agree more. The key point is to align the big data goals with individual business goals rather than persuing ''the biggest data''.

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B2B Marketers Need To Get Real About Social Media and Customer Engagement - Forbes

B2B Marketers Need To Get Real About Social Media and Customer Engagement - Forbes | customer profiling | Scoop.it
Forbes B2B Marketers Need To Get Real About Social Media and Customer Engagement Forbes When asked about their company's plans for investing in digital marketing over the next 12 months, 61% said they would be increasing spending in social media,...

Via Jacob Kimber
Yu Ji's insight:

B2B marketers need to get more focused on how fast their prospects and customers are changing as a result of social media. With the world of customer communications changing so fast in such digital society, social network has to be considered a part of who company’s identities are. Besides, social media is also the most effective in creating and sustaining communication with an entirely new segment of customers that aren’t being listened to today.

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Brand Loyalty and Big Data Seen in a New Light: The Science behind What Makes Customers Loyal | Kobie Marketing | The Muse: A Loyalty Experience

Brand Loyalty and Big Data Seen in a New Light: The Science behind What Makes Customers Loyal | Kobie Marketing | The Muse: A Loyalty Experience | customer profiling | Scoop.it
Ask David Andreadakis, VP of Loyalty Strategy for Kobie Marketing his thoughts on loyalty and he’ll tell you many in the loyalty marketing space – and (Brand Loyalty and Big Data Seen in a New Light: The Science Behind What Makes Customers Loyal -...

Via Jacob Kimber
Yu Ji's insight:

Nowadays, loyalty space is moving beyond transactional rewards to those that build emotional engagement.But loyalty is more than points for rewards stereotypes. This is how loyalty has been defined in this article: there’s emotional and behavioral loyalty. Emotional loyalty can only be engendered by three things:status, reciprocity and habit.

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David Lacroix's curator insight, May 21, 8:39 AM

Interview of David Andreadakis, VP of Loyalty Strategy for Kobie Marketing on his thoughts on loyalty - how to experience loyalty

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How to Use Tags in Your CRM | A David Creation

How to Use Tags in Your CRM | A David Creation | customer profiling | Scoop.it
When I experienced my first Customer Relationship Management (CRM) program around 2000, I don't remember ever seeing or using Tags. Instead the CRM I started
Yu Ji's insight:

Interesting! Haha. Have you ever thought that not only can people be tagged, CRM can be tagged as well. More importantly, the way of using tags in CRM can profile the targeted customers more accurately and efficiently.It can be quite a useful tool in CRM.

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Neal Shen's curator insight, May 5, 2013 5:02 PM

A number of people have suggested that business should add tagging for contacts. That's a great idea and I'm wondering why business didn't think of it. They now have Tags for Business CRM! That's brilliant!

 

Yu Ji's comment, May 5, 2013 6:36 PM
Agree! It's not just a social tool but also a way to better organize relationship between customer and business.
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What is Customer Experience? – A synopsis | CustomerThink

What is Customer Experience? – A synopsis | CustomerThink | customer profiling | Scoop.it
Yu Ji's insight:

People are so familiar with CRM, but how about CEM? There are many discusstion between these two. For example, CRM is an inside-out perspective of the customer whereas CEM aims to define the 'outside-in' perspective of a customer's profile, behavior and needs. So, can a solution be CRM of CEM? OR both?

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Three Steps to Defining and Mapping the Customer Journey

Three Steps to Defining and Mapping the Customer Journey | customer profiling | Scoop.it
Gaining visibility into a customer’s buying journey is nothing new to marketers. In fact, understanding the journey has been a standard practice since the time marketers primarily distributed messages through print ads -- and with good reason. .
Yu Ji's insight:

Today, mobile devices, new data-capturing technology, solutions for processing big data and integration of multiple communications channels have changed the breadth and depth of understanding a customer’s digital path to purchase. What is more important, advances in digital communication platforms and technology have provided an easy way for marketers to quickly gather, harness and take action on data with precision and relevance.

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The Role of Culture in Customer Relationships

The Role of Culture in Customer Relationships | customer profiling | Scoop.it
Build exceptional experiences through emotional connections. (The Role of Culture in Customer Relationships http://t.co/zP6zidIgmg #crm)
Yu Ji's insight:

Businesses are made up of people with feelings and emotions and aspirations. The number one driver of customer loyalty was emotional, and out of the top five loyalty drivers, three were emotional. Product quality was number four in importance. It then means a memorable experience will make customers cherish far longer than the lower price.

In reality, culture is who you are. Culture drives your innovation, differentiation, and customer connection. Create a culture of mistrust and the organization will end up treating customers as cheaters unless proven otherwise. Create a culture of generosity and the customers will feel the love and care and get impressed by this.

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Delighting Your Customers

Delighting Your Customers | customer profiling | Scoop.it
Yu Ji's insight:

Based on experience, honestly and sincerity are highly appreciated by customers no matter how upset they are sometimes. But letting them know that you're doing all the best you can to help them earns their trust and loyalty even more.

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Wuya Ju's comment, May 1, 2013 5:35 AM
interesting
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What Bad Customer Service Costs Your Business [Infographic] - The ...

What Bad Customer Service Costs Your Business [Infographic] - The ... | customer profiling | Scoop.it
If it comes to bad customer service, a lot of companies seem to not care, because you can't measure it. Here are the bare facts that bad customer service does hurt your business.

Via Fred Zimny, Wally Brill, Brendan Dykes
Yu Ji's insight:

Every company says it will provide customer with its best service. But the reality we need to focus on is how many companies think they give great service versus how many customers think they give great service.

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The Mann Group's curator insight, April 11, 2013 10:15 AM

Brilliant infographic. The customer experience is a companies most valuable asset.

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Oracle Cloud Infographic

Oracle Cloud Infographic | customer profiling | Scoop.it
Yu Ji's insight:

Just scroll down to continue. Even you know nothing about Oracle, it is still worth giving a try on this website cause it's really a creative website!!

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Personalisation is more than a name: how CRM can help organisations target customers more effectively

Personalisation is more than a name: how CRM can help organisations target customers more effectively | customer profiling | Scoop.it
Where once adding a person’s name into an email or a text message was deemed to be enough personalisation, customers now expect more.
Yu Ji's insight:

Interesting paper!Social CRM is now a necessary tool for all businesses to stay competitive, as well as alert to the multitude of emerging consumer trends.Furthermore, SCRM platforms like GreenRope, have introduced mobile apps that are increasing accessibility and allowing employees to adopt/utilize the software at increased levels.

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Tweet Jam Recap: The Purpose and Value of Customer Communities #CXMChat

On Wednesday, we all came together for another monthly Tweet Jam -- this time to discuss how to grow and engage customer communities.
Yu Ji's insight:

For customer community that drives organizational success, it should be based on customer engagement. Also, marketing to the public is also very important. Such as Giffgaff, which has achieved 100% in the former while still has a long way to go in the latter.

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Why Instagraming your Lunch Isn’t a Social Media Sin

Why Instagraming your Lunch Isn’t a Social Media Sin | customer profiling | Scoop.it
It’s kind of the running joke about Instagram, isn’t it?
Yu Ji's insight:

Haha Interesting! Everyone likes delicious food, doesn't it? During the SCRM, maybe you need to realise that people behind your brand are real people. So just try to share common interests with them, make them love you and your brand!

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Personalisation in the real world | MyCustomer

Personalisation in the real world | MyCustomer | customer profiling | Scoop.it
At NewVoiceMedia, we’re often heard talking about caller personalisation – the concept that when you call into a supplier you get personal treatment that you might expect in real-life.
Yu Ji's insight:

This post states the importance of personalistion in business world. What is more, the view is supported with many interesting examples of personalisation in different fields, which is really impressive. Personally, I agree personalisation is one useful way to target customers and know exactly what they want. It can be a competitive advantage in attracting and retaining customers, especially for small businesses

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The big brand loyalty theory is history | Trends | Marketing Week

The big brand loyalty theory is history | Trends | Marketing Week | customer profiling | Scoop.it
As promotions become evermore prevalent, brand loyalty is becoming a thing of the past, so marketers need to get smart about the deals they offer.

Via Jacob Kimber
Yu Ji's insight:

Though there is a huge rise in the number of price promotions in recent years, I want to add that now, more than ever, brands are having particular success with campaigns when they integrate in an experiential element. Creating brand loyalty is about an in-depth knowledge of branding & marketing. So value should be seen by marketeers as creating brand value and brand preference initially, then asking the right price for it.

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David Lacroix's curator insight, May 21, 8:43 AM

As brand loyalty is getting old, marketers have to take care about what metrics they use to satisfy their clients and build a brand loyalty

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Keeping up with the shape-shifters

Keeping up with the shape-shifters | customer profiling | Scoop.it
Consumer behaviour is demanding rapid innovation by businesses, but one thing hasn't changed - human sense and interest still drives the market, and Australia must understand this.
Yu Ji's insight:

Exactly! Market are changing. So are innovations. However, one drving force remains the same: human senses. Businesses tend to focus on the firm or the market, the technology and the machine. Actually what moves market is the growth of human sentiment, or the human interest model of economics.

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Sam Sun's comment, May 6, 2013 12:30 PM
Very good poing! Business is not only process and marketing, but the personal feeling.
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Mobile Advertisers Are Being Way Too Complacent

Mobile Advertisers Are Being Way Too Complacent | customer profiling | Scoop.it

Mobile advertising is booming in the UK but despite all the celebration around it hitting £536m in 2012, we have a long way to go to catch up with actual consumer behaviour.

 

Earlier this month, IAB UK announced mobile ad spend in 2012 was up 148% on the previous year, citing mobile as the key factor in total UK digital ad spend hitting the £5bn mark for the first time.  Mobile’s contribution was over half the total growth in digital ad spend over the last 12 months.

 

This jump means mobile now accounts for almost 10% of all digital ad spend. To put this in context, it represented just 1.1% in 2009.

This is great to see, not only for the UK but for the global market. The UK leads the world in both online and mobile advertising, and over the last 5 years we have seen that trends appearing in the UK will quickly spread to other markets.


Via Brian Yanish - MarketingHits.com
Yu Ji's insight:

Some people would doubt that how can it be possible that mobile advitising is not as perfect as it seems to be. In this article, it does admit that mobile advertising is booming in the UK. However, the missing point is there is still great potential to develop 'real' cosumer behaviour in mobile business.

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The Importance of Customer Service - The Connection

The Importance of Customer Service - The Connection | customer profiling | Scoop.it
It takes 12 positive services experience to make up for 1 negative. The Importance of Customer Service [INFOGRAPHIC] http://t.co/wk6bExwKCb
Yu Ji's insight:

It takes 12 positive services experience to make up for 1 negative. Even in such digital society, ''word-of-mouth' marketing would definitely be the most effective and influential way to gain long-term customers.In this article, you will learn the good, bad and ugly about American customer service and how much money businesses are losing due to the poor customer service.

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The Costs Of Ignoring Employee Engagement

The Costs Of Ignoring Employee Engagement | customer profiling | Scoop.it

Via Daniel Watson
Yu Ji's insight:

To achieve the highest level of CRM,  not only does customers have to get involved, every employee in organisation should also have the awareness of ownership. 

 

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Daniel Watson's curator insight, May 2, 2013 3:58 AM


Business owners, who are not aware of the very high cost of ignoring the issue of improving employee engagement levels in their business, doom themselves to remain at the bottom of the business pile.


As more and more research is conducted, the benefits of having engaged employees are becoming obvious, yet awareness of the high costs associated with having dis-engaged employees is not as well known.


This excellent article, suggests that employee engagement really matters in business, and it outlines the 10 key benefits of having engaged employees and identifies five key areas where attention will assist to increase employee engagement levels.

Beach Buzz Media's curator insight, May 2, 2013 6:04 PM

Very true!

Martha Schade's curator insight, May 5, 2013 6:44 AM

Why waste the incredibe abilities talents and insights that humans have? Because they can be difficult to manage? 

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What Creates Brand Loyalty? | Infographic

What Creates Brand Loyalty? | Infographic | customer profiling | Scoop.it
This infographic shows what drives brand loyalty. A retro theme with some bright colors. Simple!

Via Martin (Marty) Smith
Yu Ji's insight:

Get your customer know you and then, don't forget to get them fall in love with you as well!!

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Martin (Marty) Smith's curator insight, May 1, 2013 9:01 AM

Join Brands Don't Buy Them
Agree with this infographic about what makes people loyal to brands. Brands are shorthand for contemporary life. We bundle so much meaning into brands such as Nike, Apple and REI that it would be hard to imagine modern life without these shortcuts. 

Faith Popcorn famously said people don't BUY brands they JOIN them and these "loyalty" reasons can help form a brand people want to join.  

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One-to-One Customer Service – Best Practice Number Two: One-to-One Routing

One-to-One Customer Service – Best Practice Number Two: One-to-One Routing | customer profiling | Scoop.it

Via Brendan Dykes
Yu Ji's insight:

In any department of the company, it is important for people to learn more on how to match the right customer to the right resource, anywhere, and anytime, creating a memorable and meaningful experience for the customers.

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Before you jump into a low cost CRM solution – do you know what they do not provide? | Commence CRM Resources

Before you jump into a low cost CRM solution – do you know what they do not provide? | Commence CRM Resources | customer profiling | Scoop.it
9297 Before you jump into a low cost CRM solution – do you know what they do not provide?,, Commence CRM Resources , Commence CRM, Commence Corporation, Sales CRM, Contact Management
Yu Ji's insight:

If you are thingking about implementing a CRM solution, make sure you select a solution that will support your future business requirements. You may find some good solutions that cost only a bit more than the basic low cost ones. So, chose the most suitable one for your own business instead of just following other 'popular' ones. 

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Is Today a Good Time to Outsource Your Social Media?

Is Today a Good Time to Outsource Your Social Media? | customer profiling | Scoop.it
“One cannot manage too many affairs; like pumpkins in the water, one pops up while you try to hold down the other”  is a very apt Chinese proverb for describing your normally busy Entrepreneur. As ...
Yu Ji's insight:

Just focus on the core business of the company. Leave all other stuff to others.Err. outsource sounds to be an easier way to achieve succes. What do you think of outsourcing?!

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Six benefits of combining digital data with traditional CRM to enhance the customer experience

Six benefits of combining digital data with traditional CRM to enhance the customer experience | customer profiling | Scoop.it
Putting the customer at the heart of your organisation’s strategy has long been the elixir to business success. It seems obvious, doesn’t it, especially as we’ve had CRM systems in place for more than 10 years now?
Yu Ji's insight:

Everyone is talking about CRM. The art of CRM doesn’t change, but the channel has. It’s all about talking to customer in relevant way, at the right time, on the right channel and adding value to the customer’s life. Combining the digital alongside offline data has enabled companies such as Pizza Hut and Domino’s, to identify individuals rather than just households. This is what we really need to keep in mind.

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18 Things great customer centric businesses do - Retail Mavericks

18 Things great customer centric businesses do - Retail Mavericks | customer profiling | Scoop.it
Successful retailers know that customer relationships are a long term affair.It's not simply about making a sale. It's about keeping your customers for life.
Yu Ji's insight:

Personally, I believe that customer experience is the only competitive advantage that business has to compete against others! Also, durint the CRM, how to comfort customers when there are some mistakes can be far more important than continuallly attracting new customers. For example, the falling down of NOKIA. However, hopefully, maybe it is still able to be back and gain the popularity again.

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