Designing service
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Designing  service
One of the misunderstandings of these days is that a designer has an artist or artisan background. In that approach designers are idea generators, visualizers and prototypers.   That is not our point of view. Our adagium comes from the management writer Herbert Simon, who stated that "Everyone designs who devises courses of action  aimed at changing existing into preferred ones".  As stated by others, this version of design tends to abstraction and general expertise.   The focus of this blog is service and services. In our world  service is exchanged for service. All firms are service firms; all markets are centered on the exchange of service, and all economies and societies are service based. And just even government and other institutions are always exchanging services for services. But be sure, in this era of change there is a heavy focus also on concept generation, visualization and digital concept and prototypes.   Interested in designing services? In case you are interested to follow,  check the options in the sidebar. You can follow this blog on Facebook, Pinterest, Twitter and via email and RSS. It is up to you! In case you are interested to connect on linkedin, please feel free to do so (some of this content is also posted on that platform).  
Curated by Fred Zimny
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Automation Ready to Replace the Mad Men Style of Marketing: Weekend Reading - Deloitte CFO - WSJ

Automation Ready to Replace the Mad Men Style of Marketing: Weekend Reading - Deloitte CFO - WSJ | Designing  service | Scoop.it

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15 examples of artificial intelligence in marketing

15 examples of artificial intelligence in marketing | Designing  service | Scoop.it
Artificial intelligence (see the Wikipedia definition), specifically machine learning, is an increasingly integral part of many industries, including marketing.

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Eric_Determined / Eric Silverstein's curator insight, April 19, 3:06 PM

Is there anything AI can't do?

 

Ben @Econsultancy shares 15 key examples of AI in Marketing:

 

1. Recommendations/content curation

2. Search engines3. Preventing fraud and data breaches4. Social semantics5. Website design6. Product pricing7. Predictive customer service8. Ad targeting9. Speech recognition10. Language recognition11. Customer Segmentation12. Sales forecasting13. Image recognition 14. Content generation15. Bots, PAs and messengers 
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Forging Brand Loyalty: Data Is The Key - Brand Quarterly

Forging Brand Loyalty: Data Is The Key - Brand Quarterly | Designing  service | Scoop.it

The environment for brands marketing to consumers has never been more complex or challenging. The disruption of online shopping, the proliferation of social networks and the increasing use of mobile phone technology, have created a seismic shift in how consumers shop and how they interact with brands. The ability to compare like-for-like online has put consumers firmly in charge of pricing, so it’s no longer enough to simply wage a price war on your competitors. We’ve seen big name ‘trusted’ brands, who all believed their proposition would stand the test of time, disappear from view, demonstrating that securing brand loyalty is now much harder to achieve.


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What's Next In Mobile Technology?

What's Next In Mobile Technology? | Designing  service | Scoop.it

We’re now coming up to 9 years since the launch of the iPhone kicked off
the smartphone revolution, and some of the first phases are over - Apple
and Google both won the platform war, mostly, Facebook made the transition,
mostly, and it’s now perfectly clear that mobile is the future of
technology and of the internet. But within that, there's a huge range of
different themes and issues, many of which are still pretty unsettled. 

In this post, I outline what I think are the 16 topics to think about
within the current generation, and then link to the things I’ve written
about them. In January, I’ll dig into some of the themes for the future -
VR, AR, drones and AI, but this is where we are today. 

See here to listen to the podcast we did around this. 

 

1: Mobile is the new central ecosystem of tech

Each new generation of technology - each new ecosystem - is a step change
in scale, and that new scale makes it the centre of innovation and
investment in hardware, software and company creation. The mobile
ecosystem, now, is heading towards perhaps 10x the scale of the PC
industry, and mobile is not just a new thing or a big thing, but that new
generation, whose scale makes it the new centre of gravity of the tech
industry. Almost everything else will orbit around it. 

The smartphone is the new sun

Resetting the score

 

2: Mobile is the internet

We should stop talking about ‘mobile’ internet and ‘desktop’ internet - 
it’s like talking about ‘colour’ TV, as opposed to black and white TV. We
have a mental mode, left over from feature phones, that ‘mobile’ means
limited devices that are only used walking around. But actually,
smartphones are mostly used when you’re sitting down next to a laptop, not
‘mobile’, and their capabilities make them much more sophisticated as
internet platforms than PC. Really, it’s the PC that has the limited,
cut-down version of the internet. 

Forget about the mobile internet

Mobile first

What would you miss?

 

3: Mobile isn’t about small screens and PCs aren’t about keyboards - mobile
means an ecosystem and that ecosystem will swallow ‘PCs’

When we say 'mobile' we don't mean mobile, just as when we said 'PCs' we
didn't mean ‘personal’. ‘Mobile’ isn't about the screen size or keyboard or
location or use. Rather, the ecosystem of ARM, iOS and Android, with 10x
the scale of ‘Wintel’, will become the new centre of gravity throughout
computing. This means that ‘mobile’ devices will take over more and more of
what we use ‘PCs’ for, gaining larger screens and keyboards, sometimes, and
more and more powerful software, all driven by the irresistible force of a
much larger ecosystem, which will suck in all of the investment and
innovation. 

Mobile, ecosystems and the death of PCs

 

4: The future of productivity

Will you always need a mouse and keyboard and Excel or Powerpoint for ‘real
work’? Probably not - those will linger on for a long time for tens of
millions of core users, but not the other billions - computing and
productivity has changed radically before and will change again. Big
screens will last, for some, and maybe keyboards, for some, but all the
software will change. It will move to the cloud, and onto mobile devices
(with large or small screens), and be reshaped by them. The core question -
is typing, or making presentations, actually your job, or just a tool you
use to get your actual job done? What matters is the connective tissue of a
company - the verbs that move things along. Those can be done in new ways. 

Office, messaging and verbs

Podcast: Slack

Tablets, PCs and Office

 

5: Microsoft's capitulation

Microsoft missed the shift to the new platform. Xbox is non-core, Windows
Mobile is on life support, Windows 10 is a good prop for the legacy
business that can slow but not prevent this change, and Satya Nadella has
explicitly stated that the decades-old strategy of ‘Windows Everywhere’ -
of trying to be the universal platform - is over. That doesn’t remotely
mean that Microsoft is dead, but it has to work out how to use the cash and
market position of the legacy monopolies to help it build new businesses.
That’s a big change from the past, where everything was about building
Windows and Office. But it’s not quite clear what those new businesses will
look like - Microsoft has to try to reinvent the connective tissue of the
enterprise. 

Microsoft, capitulation and the end of Windows Everywhere

 

6: Apple & Google both won, but it’s complicated

The mobile generation is unusual in that we seem to have two winners - both
Apple and Google won, in different ways. Conventionally, the bigger
ecosystem wins and sucks all activity into its orbit, but Apple’s ecosystem
has perhaps 800m active users, far larger than in previous generations, and
has perhaps half of global mobile browsing and two thirds or more of app
store revenue (a good proxy for overall economic activity). Android has
more users but Apple has more of the ‘best’ users (from a developers’
perspective). 

Indeed, one can also ask whether Google rather than Apple has a problem -
Google’s existential need is reach, and both iOS and Android give it reach,
but the reach it has on iOS is limited by what Apple will allow. And less
than a quarter of iPhone users have bothered to install Google Maps. 
Conversely, Apple’s weakness in cloud services and AI may end up becoming
an equivalent strategic problem over time. 

Ecosystem Maths

How many ecosystems?

What does Google need in mobile?

 

7: Search and discovery

The internet makes it possible to get anything you've ever heard of but
also makes it impossible to have heard of everything. It allows anyone to
be heard, but how do people hear of you? We started with browsing, and that
didn’t scale to the internet, and then we moved to search, but search can
only give you what you already knew you wanted. In the past, print and
retail showed us what there was but also gave us a filter - now both the
filter and the demand generation are gone. So, who has the traffic, and
where do they send it? How do AI, or discovery, or the platforms themselves
fit into this?  How much curation, and where? How do you get users?

Search, discovery and marketing

Google Now, Maps and Apple Music

Platforms, distribution and audience

Bay Area problems

Mobile is not a neutral platform

 

8: Apps and the web

There's an involved, technical and (for people like me) fascinating
conversation in tech about smartphone apps and the web - what can each do,
how discovery works, how they interplay, what Google plans with Chrome,
whether the web will take over as the dominant form and so on. But for an
actual brand, developer or publisher wondering if they should do an app or
a website, the calculation is much simpler and less technical: ‘Do people
want to put your icon on their home screen?’ 

Apps versus the web

 

9: Post Netscape, post PageRank, looking for the next run-time

For 15 years the internet was a monolith: web browser + mouse + keyboard.
There were other options, but for most normal consumers the web and the
internet were practically the same thing. The smartphone broke that apart,
but we haven’t settled on a new model. Competition between Apple and
Google, with Facebook trying to butt in, plus all the unrealised
possibilities of a new medium, means the interaction models of mobile keep
changing. Really, we’re looking for a new run-time - a new way, after the
web and native apps, to build services. That might be Siri or Now or
messaging or maps or notifications or something else again. But the
underlying aim is to construct a new search and discovery model - a new
way, different to the web or app stores, to get users.  

Apps versus the web

App unbundling, search and discovery

Mobile is not a neutral platform

 

10: Messaging as a platform, and a way to get customers. 

A big part of this hunt for a new runtime, and a new discovery layer, is
messaging. Facebook almost built this on the desktop and WeChat has managed
to build it on mobile in China. By turning messaging into a development
environment, you create an alternative to the web or the app store, but
without the binary installation problem of apps (‘is it installed or not?’)
and with your own new discovery and user acquisition platform. An important
strand of this is unbundling services - you unbundle content from apps into
messaging (or notifications) and you also unbundle messages from websites
(via email or apps) into your messaging platform, turning it into the new
connective tissue of your phone. At least, that’s the idea. 

Facebook and a few others want to do this outside China, but haven’t
managed yet (and building layers onto the OS is tough for anyone other than
the OS owner), and Apple and Google are also pondering how to take this
forward. 

Messaging and mobile platforms

Podcast: messaging and mobile platforms

WhatsApp sails past SMS, but where does messaging go next?

See also this primer on WeChat from my colleague Connie Chan

 

11: The unclear future of Android and the OEM world

Android won the handset market outside of Apple, but it’s not quite clear
what that means. Attempts to make a straight ‘fork’ of Android (e.g. Kindle
Fire) fail on lack of access to Google’s services, but that doesn’t mean
no-one can create a mostly non-Google experience - this is what Xiaomi and
its imitators are doing and why Cyanogen is enabling as well.  And this
matters, because the OS, more and more, is a route to discovery of services
- if you control the OS you can shape what people do, far more than you
could on the desktop web.. 

Amazon and Android forks

Why do we care about Xiaomi?

Android taxonomies

 

12: Internet of Things

Our grandparents could have told you how many electric motors they owned -
there was one in the car, one in the fridge and so on, and they owned maybe
a dozen. In the same way, we know roughly how many devices we own with a
network connection, and, again, our children won’t. Many of those uses
cases will seem silly to us, just as our grandparents would laugh at the
idea of a button to lower a car window, but the sheer range and cheapness
of sensors and components, mostly coming out of the smartphone supply
chain, will make them ubiquitous and invisible - we’ll forget about them
just as we’ve forgotten about electric motors. 

This means, I think, that talk of standards for IoT misses the point -
‘connected to a network’ is no more a category’ than ‘contains a motor’,
and there will be many different platforms and standards. More important is
the fact that, especially in the enterprise, this explosion in sensors
means an explosion in data - we’ll know far more about far more, and that
allows fundamental system redesign. 

The internet of things

The home and the mobile supply chain

The industrial internet

 

13: Cars

The move to electric and the move (if and when) to autonomous, self-driving
cars fundamentally change what a car is, but also what the whole automotive
system might look like. Electricity changes the mechanical complexity of
cars and hence changes who might build them and what they might look like.
Autonomy and on-demand services change who buys them, meaning the buying
criteria will be different. But they could also change the urban landscape
just as much as cars themselves did - what do mass-market retail or
restaurants look like if no-one needs to park?

Ways to think about cars

Podcast: ways to think about cars

 

14: TV and the living room

The tech industry spent a quarter-century trying to get to the TV set to
take it online - that was going to be the mass-market computer. Now it
looks like this might finally be happening, but it’s almost a side-show -
Microsoft declares Xbox is no longer a strategic asset, TVs are accessories
to the smartphone, and it’s the smartphone, not the TV or PC, that
delivered the computing revolution and took computing into the living
room. 

TV, mobile and the living room

Notes on TV

 

15: Watches

Watches are maybe the most puzzling satellite in the smartphone solar
system. In theory they should be everything - the aim of every scifi
fantasy - yet today it’s easy to dismiss them as pointless toys. To me,
they’re an accessory - a useful and pleasing adjunct to your smartphone,
but they’re still very early. 

How is the Apple Watch doing? 

Why is Apple making a gold watch?

Ways to think about watches

 

16: Finally, we are not our users

The future is unevenly distributed, but so is understanding and interest in
it. In the tech industry we’re comfortable living with the latest things
and presume that everyone else does. But really, these services are
accessories and enablers of people’s lives, and they look at them
differently for what they can do for them. So most iPhone users don’t use
Google Maps, most people don’t use a calendar at all, and audio cassettes
are making a comeback, as normal people take ownership of the tech in their
lives and shape it to their needs. 


Via Eric_Determined / Eric Silverstein
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Tony Guzman's curator insight, December 31, 2015 11:08 AM

This is a good article sharing the author's take on where we are today in mobile technology. Agree or disagree?

Farid Mheir's curator insight, January 6, 9:36 AM

No surprise but great list of reference reading for the new year.

Russell R. Roberts, Jr.'s curator insight, January 16, 12:54 AM

Thanks to reporter Farid Mheir for this stimulating article.  Mobile technology is the big thing in business marketing in 2016.  Here's a good list of topics to bring you up to date on how digital media is changing business, technology, and marketing.  Lots of good stuff here.  Aloha, Russ.

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Marketing Analytics: It works, so why aren't more companies using it?

Marketing Analytics: It works, so why aren't more companies using it? | Designing  service | Scoop.it

Given all the money being spent on analytics, there is surprisingly little scrutiny of their impact.

Marketing analytics is becoming big business. With the promise of improved precision and performance, advanced analytics and big data have set off something of a buying frenzy.


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Your Ultimate Cheat Sheet to Marketing Technology (MarTech)

Your Ultimate Cheat Sheet to Marketing Technology (MarTech) | Designing  service | Scoop.it
Here are 13 types of marketing technologies your company could use.

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Q: Driving Revenue? A: Through Relevance #martech #digital

Q: Driving Revenue? A: Through Relevance #martech #digital | Designing  service | Scoop.it

Oracle’s recent acquisition of Maxymiser is a very smart move as it continues to build out its marketing cloud to compete with the likes of Adobe and Salesforce. Just as significant, this is part of its broader strategy to assemble the tools required to optimize the customer journey as the battle to influence buying decisions gets even more heated.

Oracle gains Maxymiser’s cloud-based platform to test, target and personalize what a user sees on a Web page or mobile app. The end game is a highly optimized customer experience.


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Consumer Relevance is The Key to Customer Experience

Consumer Relevance is The Key to Customer Experience | Designing  service | Scoop.it
Consumer Relevance is The Key to Customer Experience.

Via Eric_Determined / Eric Silverstein
Fred Zimny's insight:

"In the age of engagement, the client is demanding more than ever before: “Always on, always now!” - do you agree?

 

Ben at Informatica shares factors that impact tomorrow's customer experience:


1. Issue of the informed purchase #journey:  When does the customer have enough information to buy?


2. Turning Big #Data Relationships into business value for decision making and customer segmentation for relevant merchandizing


3. Store fulfillment & in-store experience will become a big investment area.


4. The #mobile conversion: Revenue spend on mobile is growing.


"If you read corporate mission statements and annual reports, you’ll see many claims to place the customer in the center. When delivering seamless, integrated, consistent #customer #experiences across channels and touch points is one of your top priorities, every customer interaction counts.


However, if you don’t know exactly who your customers are, you cannot begin to deliver the types of experiences that retain existing customers, grow customer #relationships, grow customer spend, and attract new customers.


The brands and retailers that focus on becoming data ready will be poised to win, by offering the right products, to the right customers at the right time."



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Eric_Determined / Eric Silverstein's curator insight, August 5, 2015 7:48 PM

"In the age of engagement, the client is demanding more than ever before: “Always on, always now!” - do you agree?

 

Ben at Informatica shares factors that impact tomorrow's customer experience:


1. Issue of the informed purchase #journey:  When does the customer have enough information to buy?


2. Turning Big #Data Relationships into business value for decision making and customer segmentation for relevant merchandizing


3. Store fulfillment & in-store experience will become a big investment area.


4. The #mobile conversion: Revenue spend on mobile is growing.


"If you read corporate mission statements and annual reports, you’ll see many claims to place the customer in the center. When delivering seamless, integrated, consistent #customer #experiences across channels and touch points is one of your top priorities, every customer interaction counts.


However, if you don’t know exactly who your customers are, you cannot begin to deliver the types of experiences that retain existing customers, grow customer #relationships, grow customer spend, and attract new customers.


The brands and retailers that focus on becoming data ready will be poised to win, by offering the right products, to the right customers at the right time."



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25 Predictions For What Marketing Will Look Like In 2020

25 Predictions For What Marketing Will Look Like In 2020 | Designing  service | Scoop.it
The future according to brand and agency leaders at GE, Vice, Percolate, Taco Bell, adam&eveDDB, and 72andSunny.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 30, 2015 2:22 AM

"Most Branded Content will come from consumers"  - Do you agree?


Great insight from creative brands and agencies. 


Which statement or ideas do you agree with most, or which one do you think is unlikely?

#Mobile #SocialMedia #VirtualReality #Personalization #UGC #2wayConversation #Community #Data #Technology #SocialGood #Culture #CX #Metrics #RealTime #Storytelling
DTS000's curator insight, May 6, 2015 8:16 AM

The future of marketing? ...Really?...

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Customer-everything: the digital era's biggest marketing change

Customer-everything: the digital era's biggest marketing change | Designing  service | Scoop.it
The brand-centric approach of yesterday is quickly being replaced by customer-driven everything, where customers are dictating the style, quantity and mediums that marketers must use to reach them ...

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Eric_Determined / Eric Silverstein's curator insight, March 19, 2015 3:13 AM
1) Creating a compelling #customer #experience in the #cloud-first, #mobile-first era

2) Using big #data to walk a mile in the customers’ shoes


3) The #digital era’s version of from “the horse’s mouth”


"In the end, the key to obtaining a competitive advantage in the digital era is for enterprises to understand the preferences of their customers. In addition, businesses have to digitally transform their business by adopting the right devices and services in order to be able to respond quickly to changing client demands as well as the disruption unleashed by innovative competitors.


Doing so will put businesses on a course to achieving success in the new customer-centric reality, as they will learn more about their customers, deliver the experiences that today’s smart shoppers demand, and get more involved with the new forms of communication that consumers favour.


Ultimately, businesses will be able to personalise the customer experience, differentiating their brands, and most importantly build customer #loyalty in the digital age."



Patrick Findlay's curator insight, March 19, 2015 4:29 AM

A quick guide to better use your digital marketing to match your customers needs. Be relevant!

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Engage or Die: John Hagel of Deloitte on The Next Era of Marketing

Engage or Die: John Hagel of Deloitte on The Next Era of Marketing | Designing  service | Scoop.it
For those of you just joining us (and perhaps still devising your New Year’s resolutions), welcome.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 7, 2015 3:09 AM

Engage or Die!


Return on Information instead of investment?


What are your thoughts on the above two statements?


It's all about the customer. Listen and Delight, you'll like the results!


Sanjay shares great insight from John Hagel @DeloitteUS. 


#CX #Data 



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2015 forecast requires heavier brand investment into mobile

2015 forecast requires heavier brand investment into mobile | Designing  service | Scoop.it

Via Eric_Determined / Eric Silverstein, SL, Andrea Rossi
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Eric_Determined / Eric Silverstein's curator insight, December 5, 2014 3:08 AM

"Consumers are looking at shopping now as an activity they can do anytime and anywhere."


Is your company focused on greater #Mobile engagement for 2015?

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5 Tips to Engage Through the Buyer's Journey

5 Tips to Engage Through the Buyer's Journey | Designing  service | Scoop.it
Sales - In today's highly networked world, your customers expect to interact with you during every step of the buyer's journey. Here's how you can engage them.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, November 11, 2014 11:43 PM

"With more mobile devices than humans and over one billion people participating in social networks, today's customers are more networked and better informed than ever."

CMO @SAPCloud shares his insight:


1. Be Part of the Conversation across all Channels

2. Use Analytics for Insight across Platforms

3. Personalize every Interaction

4. Build on previous #customer #experiences

5. Become a Predictive Business


Which brand currently connects well across your buyer journey?



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Ready For Data Insight Journey?

Ready For Data Insight Journey? | Designing  service | Scoop.it
A key focus for businesses has been how to meet the big data challenge. However, the emphasis has been on the quantity, rather than quality, of data and while being overwhelmed by volume, businesses have missed the real opportunity

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Eric_Determined / Eric Silverstein's curator insight, April 22, 2:57 AM

"True data insight can guide better business decisions and also help to mould creative communications. Having a clear picture of what your customers look like, what motivates them, what interests them, what and where they engage with communications, will ensure that the right content is created, or curated, for them. This is content that customers see value in, as is relevant to them.

 

1. What Do You Need To Understand?

 

Who are my most valuable customers, what do they engage with most, and where can I find more like them? You would then know exactly who you’re targeting and why. Understand what key customer knowledge is needed to provide the foundation for driving usable customer insight.

2.  Match ‘What You Want To Know’ With ‘What You Already Know’

Consider all of the touchpoints customers are likely to engage with; your website, your call centre, your retail sites, your partners, as well as the transactional information held in customer databases.

 

3. Collect The Data You Need… From The People You Want To Attract

 

A value exchange doesn’t necessarily need to be incentive based; useful information or access to inspirational content can be equally appealing. Whatever you offer, make sure it’s helpful, interesting and engaging.

4.  Marrying Data And Creativity

The Big Insight about your most valuable customers will come from your insight journey. It may be about what customers love about your product or brand, or equally what they hate about your competitors. It might not be product related at all but revolve around customer service – speed of delivery, how efficiently complaints are managed, how simple products are to access."

 

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100 Questions To Ask About Your DIGITAL BUSINESS

Do you know the key digital questions to ask about your business? Cognizant suggests the 100 key digital questions you need to be asking to connect the digital…

Via Eric_Determined / Eric Silverstein
Fred Zimny's insight:

Valuable data and insights. Any surprises?

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Antonio Ormachea's curator insight, March 28, 11:00 AM

Valuable data and insights. Any surprises?

Sebastián Muñoz's curator insight, March 29, 6:19 AM

Valuable data and insights. Any surprises?

Patrick Smith's curator insight, March 31, 4:16 AM

Valuable data and insights. Any surprises?

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Focus On 15 Digital Marketing Trends

Focus On 15 Digital Marketing Trends | Designing  service | Scoop.it
What are the digital marketing trends that you should be focusing on to take advantage of these opportunities?

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 29, 12:38 AM

What do you think is the most important trend that will disrupt your industry?


Jeff Bullas Shares 15 key Digital Marketing Trends to focus on in 2016:


1. The focus on “Return on Investment”

2. The continuing rise in the importance of digital assets

3. Thinking global instead of local

4. Crowd sourced brand content is essential

5. The rise of the robots

6. Email is alive and kicking

7. Personalisation has arrived

8. The data scientist is your next hire

9. Mobile is now your first screen

10. Powerful digital platforms for all business

11. The rise and rise of paid social media advertising

12. Influencer marketing takes off

13. Virtual reality is real

14. Wearable technology takes its first steps

15. Mobile apps for all business



I can't stress enough the importance for brands to focus on mobile first experiences, as it has become the central tool for everything we do and interact with.


Merry James's curator insight, January 29, 8:34 AM

Online shopping is predicted to grow to $370 billion in 2017. The top-performing online categories are digital content and subscriptions, electronics, computer hardware, flowers, apparel and accessories.

94% of online shoppers conduct research before purchasing and 61% of online shoppers use search engines to discover information when shopping online.

 

 

http://www.extentia.com/online-marketing-agency/

Bettina Thompson's curator insight, January 29, 3:25 PM

Being Mindful to Focus in 2016 ....

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Customer Experience Trends for 2016

Customer Experience Trends for 2016 | Designing  service | Scoop.it

Via Eric_Determined / Eric Silverstein, Rosetta Carrington Lue
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Eric_Determined / Eric Silverstein's curator insight, November 19, 2015 3:02 PM

The Customer Experience trends for 2016 are:

1 – Self-Serve Help Will Be The First Choice

2 – Reliance on Community Forums

3 – Consumers Find Social Media Posts Get Speedy Responses

4 – Multi-Channel Servicing Will Continue To Increase

5 – Predictive and Personalized Technology Is Required For A Good Customer Experience

6 – Voice Recognition Is On The Rise

7- Wearable Technology is Not Just Costume Jewelry

8- Video Chat For Pre-Sales Support Will Increase

9 – Apps for All

10- Even Faster is the Latest Innovation in Customer Response

11 – Incorporating Social Responsibility is Part of the New Norm Business Model

12 – Protecting Customer Information is Paramount

13- The Entire Household Is Included In The Customer Service Family

14 – Customers Demand an Authentic Response

15 – The Leveraging of Human Emotions

16 – The New Era of The Endangered Customer


"Creating the quintessential customer experience is the differentiator between your company and your competitor.  Remember that understanding how the customer feels is just as important as what they are saying."


Would you add anything to the list above?

Frederico Neiva's curator insight, November 24, 2015 8:30 AM

The Customer Experience trends for 2016 are:

1 – Self-Serve Help Will Be The First Choice

2 – Reliance on Community Forums

3 – Consumers Find Social Media Posts Get Speedy Responses

4 – Multi-Channel Servicing Will Continue To Increase

5 – Predictive and Personalized Technology Is Required For A Good Customer Experience

6 – Voice Recognition Is On The Rise

7- Wearable Technology is Not Just Costume Jewelry

8- Video Chat For Pre-Sales Support Will Increase

9 – Apps for All

10- Even Faster is the Latest Innovation in Customer Response

11 – Incorporating Social Responsibility is Part of the New Norm Business Model

12 – Protecting Customer Information is Paramount

13- The Entire Household Is Included In The Customer Service Family

14 – Customers Demand an Authentic Response

15 – The Leveraging of Human Emotions

16 – The New Era of The Endangered Customer

MONICA LOPEZ SIEBEN's curator insight, November 30, 2015 6:05 AM

Las tendencias mmás relevantes en la experiencia del consumidor

 

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Actionable Analytics: Smart Insights Digital Marketing Advice

Actionable Analytics: Smart Insights Digital Marketing Advice | Designing  service | Scoop.it

At Smart Insights we believe that the power of Digital Analytics and insight like that provided through Google Analytics isn't fully exploited in many organisations. To help encourage more use of Analytics our new Actionable Analytics Slideshare steps you through the potential pitfalls and the options to make more use of analytics through setting goals and setting up an improvement programme for Digital Marketing Optimization.


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Harmonious Convergence? Better Customer Experience #custserv #custexp #design

Harmonious Convergence? Better Customer Experience #custserv #custexp #design | Designing  service | Scoop.it
In a Gartner blog post, Mar-Tech and Ad-Tech: A Shotgun Wedding?, Martin Kihn wrote, "Marketers want a world where ad tech and marketing tech are not two different things … this thesis forms the spiritual core of Gartner's recent Magic Quadrant for Digital Marketing Hubs." According to Jay Baer in his Masters of CX Econsul

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Eric_Determined / Eric Silverstein's curator insight, October 1, 2015 1:36 AM

The most important long-term benefit is fixing the fragmented experience consumers have every day.


When advertising data and marketing data reside in different systems—sometimes within different companies—you can't deliver a consistently intelligent experience across channels that wins customers' hearts in real time - @JayBaer

 

Online advertising's market share is projected to surpass TV advertising by 2017, are you ready to offer a true omni-channel experience?

Patricia Guzmán Aponte's curator insight, October 8, 2015 3:26 PM

Habremos de realizar un trabajo integrador, haciendo sinegia, y sobre todo con coherencia entre todas nuestra actividades. Y siendo así, el consumidor debería percibirlo de manera transparente. 

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CMOs Shift Investment From Acquisition To Retention

CMOs Shift Investment From Acquisition To Retention | Designing  service | Scoop.it
In an interesting shift, CMOs are making a marked commitment to improving the overall customer experience.

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Eric_Determined / Eric Silverstein's curator insight, September 10, 2015 1:33 AM

Are you building ongoing relationships that span all touch points in your customer journey?


"Deepak Advani of IBM Commerce agrees: "The brand/customer dynamic is no longer built on isolated interactions.

 

Content marketing, native advertising and social media are becoming increasingly significant tools for brands that are keen to engage their audiences in a meaningful, long-term way.


It's likely that retention-focused strategies will rely heavily on insights from data: marketers will need to have a thorough understanding of:

  • which channels their audience is using
  • where users are typically dropping off in the purchase journey
  • what type of content users are searching for and for which queries, and
  • which types of content perform most successfully against key engagement metrics like dwell time and repeat visits."


Would you add any additional bullet points to the list?

Maria Ioia's curator insight, September 15, 2015 10:58 PM

CMOs have been for a long time.

1) It's easier to do

2) Done well, will result in attracting new customer acquisition automatically

Although it does take longer, the results are long lasting vs traditional methods of acquiring quickly yet fail to hold on to them as customers.

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The Nine Slides That Matter From Mary Meeker's State of the Internet

The Nine Slides That Matter From Mary Meeker's State of the Internet | Designing  service | Scoop.it
print is still getting a disproportionate share of ad dollars compared with the amount of time people spend reading it, ms. meeker said.

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Roberto Fuso Nerini's curator insight, May 28, 2015 4:13 AM

2015 Internet trend. Main slides + link to the full report.

Nicolas Desachy's curator insight, May 28, 2015 8:32 AM

To be read

Stuart Walters's curator insight, May 28, 2015 11:28 AM

Mary Meeker provides great insight into Internet Trends every year, and those trends relate directly to customer expectations and Customer Experience (CX).  

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Analytics & Metrics: Related but Not the Same

Analytics & Metrics: Related but Not the Same | Designing  service | Scoop.it
Metrics & ROI - Though marketers use metrics and analytics to prove and improve marketing's value, the two are not the same. We explain each and offer a checklist to help you determine your ...

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Eric_Determined / Eric Silverstein's curator insight, April 15, 2015 12:37 AM

With #Data playing a critical role for every business, do you feel your company is leveraging the right #metrics and #analytical tools?





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The CMOs Role in Delivering Omnichannel Customer Experiences

The CMOs Role in Delivering Omnichannel Customer Experiences | Designing  service | Scoop.it
Omnichannel is all about shifting from channel-centric to customer-centric – much more customer-centric than you are today.

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Michelle Batt's curator insight, March 17, 2015 11:40 AM

Totally agree. #CX is NOT a project - it's about transformation. Driving the entire organization to know customers well and collaborating across business units to deliver the experience through desired channels. It won't work if everyone stays in their "own silo." Also love the Hyatt quote at the end!

Darcy Bevelacqua's curator insight, March 17, 2015 12:16 PM

the most important part of the business transformation is educating customer facing employees and enabling them to do a superior job by consolidating the information they need in one place. Your organization needs to know their customer's better than the competition and serve them utilizing that knowledge. 


Guislain d'Hauteville's curator insight, March 18, 2015 10:55 AM

According to a recent report, Gartner’s Executive Summary for Leadership Accountability and Credibility within the C-Suite, a high percentage of CEOs expect CMOs to lead the integrated cross-functional customer experience....

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Digital marketing trends – What to look out for in 2015! | Solocal Group

Digital marketing trends – What to look out for in 2015! | Solocal Group | Designing  service | Scoop.it
2014 has undoubtedly been an exciting year for multichannel marketing! As more and more brands start to recognise how important...

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julilaami's comment, December 19, 2014 4:17 AM
wow such a great ideas
kamola's curator insight, December 20, 2014 7:03 PM

http://tasawk.com

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Are The #Customer #Experience Stakes Higher on #Mobile?

Are The #Customer #Experience Stakes Higher on #Mobile? | Designing  service | Scoop.it
With many companies treating their mobile interactions with customers as an 'afterthought', we wonder whether they recognize the risks they are taking with their customers base.

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Eric_Determined / Eric Silverstein's curator insight, November 17, 2014 7:43 PM

The stakes are higher in #Mobile.


In 2013, there were 102 billion app downloads.  


1/4 of them were used just once and never touched again!


3 important points to consider:


  • Buyers see mobile customer experience as an 'elite' capability and make quick judgements based on early experiences ('they just don't have it")
  • The very nature of mobile is that customers are looking for quick results when they are short on time and have less tolerance for hiccups on mobile than on other platforms or brick and mortar environments
  • The difference between bad and good #CX is magnified on mobile with the best retailers having extremely well thought out and executed mobile sites


Once a customer downloads your #App, make sure you develop an engagement strategy that offers value and incentives, in order to strengthen your customer relationships.


Is #gamification a possible solution to keep your customers engaged, share your thoughts?


Apptimate's curator insight, November 22, 2014 4:04 AM

Yes the stakes are much higher in mobile, and it's  not only about user interface, They want immediate response. They need security and privacy protection. And this will put enormous pressure on corporate IT departments to deliver the same experience in internal systems and apps