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Rescooped by Edward Chenard from Sales Best Practices (sales.eu.org)
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Once You Build A Great Customer Experience, Preserve The Parts That Matter - Forbes

Once You Build A Great Customer Experience, Preserve The Parts That Matter - Forbes | Omnichannel | Scoop.it
What's the ROI on a grand piano? Micah Solomon explains from the Broadmoor why it matters, and what it can teach us about preserving the parts of the customer service experience that matter.

Via Laurent J.V. Dubois
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Rescooped by Edward Chenard from Designing design thinking driven operations
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Jon Kolko » Abductive Thinking and Sensemaking: The Drivers of Design Synthesis

Jon Kolko » Abductive Thinking and Sensemaking: The Drivers of Design Synthesis | Omnichannel | Scoop.it
Jon Kolko; interaction design and design synthesis.

Via Fred Zimny
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Rescooped by Edward Chenard from Designing design thinking driven operations
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New Report Reveals How to Build Customer Confidence in 2015

New Report Reveals How to Build Customer Confidence in 2015 | Omnichannel | Scoop.it
A new report from Retail Customer Experience shows most customers need reassurance. Here's how to build customer confidence leveraging the latest trends.

Via Fred Zimny
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Rescooped by Edward Chenard from Designing design thinking driven operations
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The customer experience closes the IT and marketing gap

The customer experience closes the IT and marketing gap | Omnichannel | Scoop.it
Digital transformation and how the customer and customer experience make IT and marketing (and the industries serving them) close the gap.

Via Fred Zimny
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Fred Zimny's curator insight, November 9, 8:29 AM

I am not yet convinded

Rescooped by Edward Chenard from digital marketing strategy
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The Startling Impact of Google's Physical Web on Search

The Startling Impact of Google's Physical Web  on Search | Omnichannel | Scoop.it
Google's Physical Web project is a new initiative to establish a standard for making 'smart' objects which people can interact with via their smart phones or similar devices. This post introduces the Physical Web concept, how it works, and will make a couple of first predictions about how this might affect SEO in the future, including how interactions will be ranked.

Via malek
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malek's curator insight, November 3, 6:45 AM

How this move will affect our buying decision? Just imagine AdWords integrated into the physical web......

Rescooped by Edward Chenard from Content Marketing & Content Strategy
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18 companies with brilliant digital strategies

18 companies with brilliant digital strategies | Omnichannel | Scoop.it
It occurred to me that amongst the Econsultancy blog team we certainly have our favourite companies as far as digital ambition and execution are concerned.

Via Stefano Principato
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Marco Favero's curator insight, October 27, 10:26 AM

aggiungi la tua intuizione ...

Rescooped by Edward Chenard from Consumer Behavior in Digital Environments
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Channel Migration - The road to growth has many lanes | IRI Reports content from Supermarket News

Channel Migration - The road to growth has many lanes | IRI Reports content from Supermarket News | Omnichannel | Scoop.it

IRI's Times & Trends highlights new developments and critical events across all major CPG categories and channels, providing powerful benchmarking data to help guide your strategic decisions. To provide a framework for protecting and growing share of the nearly $737 billion omni-channel CPG world, IRI conducted a granular analysis of consumers’ evolving path to purchase and its impact on existing and emerging channel trends.

In brief

 

Economic conditions, demographic changes, consumer behavior and technology innovations…during the past decade, these forces converged to set off cataclysmic changes in the consumer packaged goods (CPG) industry. They spawned a consumer marketplace that demands and is adept at finding value. They have supported growth of less traditional grocery channels, such as drug, as well as emerging channels, such as value operators and the Internet. And the influence that Internet-based media, specifically, has had on consumers’ path to purchase is simply profound. Ultimately, all of these forces have combined to forever change consumer engagement and the CPG shopping journey—and the evolution is far from over.

 


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, October 22, 9:06 AM

This article includes a link to a report compiled by IRI Worldwide that examined the #PathtoPurchase of #CPG shoppers. Very useful and up-to-date information about the state of #shopping behaviors and how the use of #mobile and #digital technologies is transforming the shopping landscape. Clear #brand management implications.

Rescooped by Edward Chenard from Designing design thinking driven operations
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Why Internal Branding is Central to Customer Experience Management

Why Internal Branding is Central to Customer Experience Management | Omnichannel | Scoop.it

Why is it that only 12% of customers judge specific leading suppliers as extremely customer-centric (CMO Council Customer Affinity study), while 56% of those s…


Via Fred Zimny
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Rescooped by Edward Chenard from Designing design thinking driven operations
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The Offline / Online Marketing Landscape

The Offline / Online Marketing Landscape | Omnichannel | Scoop.it

Via William Lallemant, Torsten Fell, Fred Zimny
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malek's curator insight, October 3, 3:51 PM

"Mobile is the glue that binds online and offline channels together" an interesting view if you add the impact of  measurement metrics.

Sophie (GRIMOIN)-KREBS's curator insight, October 4, 4:09 AM

The omnichannel ecosystem where mobile is not just a channel but the cornerstone of it ! #mobilestrategy #retailingchallenge

Rescooped by Edward Chenard from digital marketing strategy
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Marvel´s Secret Formula: Storytelling For Businesses

Marvel´s Secret Formula: Storytelling For Businesses | Omnichannel | Scoop.it
Marvel´s Secret Formula: Storytelling For Businesses. intelligenthq Lately, storytelling has been increasingly praised as the most important tool to be use

Via Karen Dietz, Art Jones, malek
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Karen Dietz's curator insight, September 26, 1:05 PM

I would never choose this methodology for generating stories -- and that is exactly why I curated this piece. Because the  process shared here will work perfectly for a whole bunch of people.


There are multiple ways to generate stories and the key is to find the methodology or process that works best for you.


Here blog post author Maria Fonseca shares how comics writer Stan Lee came up with his stories. Maybe the same process -- add your own tweaks -- will work for you.


Happy story creating!


This review was written by Karen Dietz for her curated content on business storytelling at www.scoop.it/t/just-story-it 

Rescooped by Edward Chenard from Designing design thinking driven operations
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Talks at Google The Modern Shopper, A Panel on How Technology Drives Fashion - YouTube

Hear four thought leaders in the fashion space talk about how technology drives the fashion industry. The panel includes: Steven Alan: Founder of Steve Alan ...

Via Fred Zimny
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Rescooped by Edward Chenard from Strategy and Competitive Intelligence by Bonnie Hohhof
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BBC Radio 4 program: Everything we know is wrong

BBC Radio 4 program: Everything we know is wrong | Omnichannel | Scoop.it

"A highly influential paper by Dr John Ioannidis at Stanford University called "Why most published research findings are false" argues that fewer than half of scientific papers can be believed, and that the hotter a scientific field (with more scientific teams involved), the less likely the research findings are to be true. He even showed that of the 49 most highly cited medical papers, only 34 had been retested and of them 41 per cent had been convincingly shown to be wrong. And yet they were still being cited.


Via Bonnie Hohhof
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Rescooped by Edward Chenard from Big Data
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Who Is Paying The Bill For Data Breaches?

Who Is Paying The Bill For Data Breaches? | Omnichannel | Scoop.it
Data breaches have become a common thing of today unfortunately and there are quite some costs involved in data breaches, which are passed on to customers.

Via Vanrijmenam
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Rescooped by Edward Chenard from Omnichannel Retailing
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Cross-channel advertising: The customer comes first

Cross-channel advertising: The customer comes first | Omnichannel | Scoop.it
It’s well established that most consumers spend a huge amount of time considering an online purchase before parting with their money.

Via Lyndsey McIntosh
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Rescooped by Edward Chenard from Designing design thinking driven operations
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Digital is Just a Means to Reach People...It's How and Why You Use It That Matters - Brian Solis

Digital is Just a Means to Reach People...It's How and Why You Use It That Matters - Brian Solis | Omnichannel | Scoop.it
Disruptive technology is just that…it’s disruptive. Every so often, something new comes around and completely upsets the balance. Now, innovation is part of our society and it’s only accelerating. The key to success is to simply accept that this is the end of business as usual. The way that things were done only evolve to accommodate the expectations and preferences of evolved customers and employees.

Via Don Dea, Fred Zimny
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Don Dea's curator insight, November 15, 2:25 AM

What’s different about your connected customers over your traditional customers?

How are they using technology to make decisions?

What do they search for? What do they ask? Where do they go?

Most importantly…what comes back in their search or what answers are given to their common questions?

Rescooped by Edward Chenard from Omnichannel Retailing
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Any time, anywhere, any product with retail omnichannel - The National

Any time, anywhere, any product with retail omnichannel - The National | Omnichannel | Scoop.it
Imagine a scenario where your retailer already knows what you are likely to purchase based on personal preferences.

Via Lyndsey McIntosh
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Rescooped by Edward Chenard from Designing design thinking driven operations
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People power: turning customer experience into a marketing tool - The Guardian

People power: turning customer experience into a marketing tool - The Guardian | Omnichannel | Scoop.it
Word-of-mouth recommendations are the strongest marketing tool of all, so customer experience must be a priority for brands

Via Fred Zimny
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Rescooped by Edward Chenard from Designing design thinking driven operations
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4 Ways To Improve Customer Experience Strategy Using Mobile

4 Ways To Improve Customer Experience Strategy Using Mobile | Omnichannel | Scoop.it

In the era of digital transformation, companies always search for new ways to improve customer experience strategy using mobile.


Via Fred Zimny
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Rescooped by Edward Chenard from Designing design thinking driven operations
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The Waiting Game: The Psychology of Time and its Effects on Service Design

The Waiting Game: The Psychology of Time and its Effects on Service Design | Omnichannel | Scoop.it

Via Fred Zimny
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Rescooped by Edward Chenard from Designing design thinking driven operations
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Prepare For These Emerging eCommerce Trends

Prepare For These Emerging eCommerce Trends | Omnichannel | Scoop.it
With the end of summer comes the holiday buying season – the busiest and most profitable  time of the year for eCommerce businesses. It’s important for companies across verticals to become a…

Via Fred Zimny
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Rescooped by Edward Chenard from Consumer Behavior in Digital Environments
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Consumers on the Changing Role of Digital Channels in the Purchase Journey

Consumers on the Changing Role of Digital Channels in the Purchase Journey | Omnichannel | Scoop.it

Few digital shoppers in developed countries feel that social media will play an increased role in their shopping journeys over the next 3 years, though most consumers in emerging markets such as the BRIC countries disagree. That’s according to a recent report[download page] from Capgemini, which also finds consumers placing less importance on the role of social media than they did 2 years ago. Indeed, compared to the 2012 survey, consumers place less importance on social media in the awareness, choice, and post-sales stages of the shopper journey across each of the 5 verticals measured (food, health, fashion, DIY and electronics). In each case, websites appear significantly more important to the journey, while the role that smartphones play is on the rise.

Those trends ought to continue, according to the survey results. Based on more than 18,000 respondents across 18 markets, the study finds that:

 

Two-thirds of respondents overall expect an increase in online ordering direct from brand manufacturers over the next 3 years;2 in 3 also expect more ordering from online retail stores;Slightly more than half (53%) feel that the role of in-store digital devices will increase;Roughly half believe that the role of mobile apps from brand manufacturers (51%), third parties (50%), and retailers (49%) will increase; whileFewer than half (47%) feel that the role of social media for retail will increase.


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, October 4, 11:25 AM

Another reminder that "change is a constant" especially when it comes to consumer behaviors. The research reported here highlights some key behavioral #trends and the roles that #digitalmedia and devices play in the consumer's #pathtopurchase. Some of the findings may upset previously held beliefs about the effectiveness of certain channels--such as social media. 

Rescooped by Edward Chenard from Social Media Strategy
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Marketing at the Speed of Life: Engaging Consumers When, Where, and How They Want

Marketing at the Speed of Life: Engaging Consumers When, Where, and How They Want | Omnichannel | Scoop.it
Welcome to another Social Media Today webinar as part of the Best Thinker webinar series: "Marketing at the Speed of Life: Engaging Consumers When, Where, and How They Want." Here's a recap if you missed it.

Via Ron Sela
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Rescooped by Edward Chenard from digital marketing strategy
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Infographic: Social media then and now

Infographic: Social media then and now | Omnichannel | Scoop.it
Do you remember when Polaroids were the best way to quickly share photos, or when you tacked reminders to a bulletin board, not Pinterest?

Via The Fish Firm, Os Ishmael, malek
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Rescooped by Edward Chenard from Personalized Retailing
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Forget Omni-channel; Retailers Move to Unified Commerce Model - Enterprise Apps Today

Forget Omni-channel; Retailers Move to Unified Commerce Model - Enterprise Apps Today | Omnichannel | Scoop.it
Enterprise Apps Today Forget Omni-channel; Retailers Move to Unified Commerce Model Enterprise Apps Today Retailers are tweaking their supply chains to deliver customer-based pricing, enhanced product availability and other features of a unified...

Via Ryan Stanton
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Rescooped by Edward Chenard from Strategy and Competitive Intelligence by Bonnie Hohhof
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Three Convergent Thinking Techniques Every Analyst Should Master

Three Convergent Thinking Techniques Every Analyst Should Master | Omnichannel | Scoop.it

 driven many of the changes in the way intelligence analysts do their jobs. Fundamental to these changes were (and are) attempts to get analysts to think differently. Specifically, most of the discussion and many of the efforts were aimed at increasing divergent thinking abilities among intelligence professionals.  Red teaming, brainstorming, and the ubiquitous informal encouragement to "think outside the box" are all, to one degree or another divergent thinking strategies. There are good reasons, however, for analysts to master the flip side of divergent thinking - convergent thinking -- as well. There is quite a bit of excellent research that suggests that having a strong divergent thinking skillset is not enough.  In fact, the research goes further.  Having only strong divergent thinking skills likely lowers forecasting accuracy..


Via Bonnie Hohhof
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