1to1 Media's Tom Hoffman speaks with James Buckley, Senior Vice President and General Manager of Customer Data and Location Intelligence at Pitney Bowes Software, regarding opportunities for using location-based intelligence in retail, healthcare, and other industries
"Not all customers are created equal. If you’ve ever run a business (or even just been a customer yourself), then you know that some customers provide more revenue (and incur fewer costs) than others. Figuring out which to focus on and invest in is critical if you want to maximize your profit."
Great interactive tool illustrating how CLV works.
How do consumers want to talk to their health plans? By any means possible, please, and right now.
In an increasingly mobile, consumer-driven world, payers have to understand that they're at the mercy of their members, and not the other way around, said Amit Shankardass, vice president of marketing for the Teleperformance Group, an international provider of multichannel customer experience management solutions.
"The healthcare marketplace is changing. We're seeing more and more of a demand-driven consumer engagement environment," he said. "And payers have to adapt to that."
How M2M Can Enhance the Customer Experience in Field Service Business 2 Community The increased integration of machine to machine (M2M) technology is providing the field service industry excellent opportunities to offer new services and increase...
"the added intelligence M2M generates for top-performing organizations “results in faster issue resolution, less downtime, and added customer value.” And satisfied customers are the key to recurring revenue streams and positive referrals."
"The emerging discipline of service design is rooted in a new understanding: there is no such thing as isolated interactions between users, brand and the contexts in which the brand appears...Service design is about brand owners and marketers building a whole picture view and using it to create more valuable service experiences for customers. It’s set to be a major force in healthcare, and in practical terms it can be envisaged in four stages."
"Consumers are becoming channel-agnostic. They are effortlessly switching from one channel to the other. The road to purchase consists of a multitude of touchpoints across a maze of channels, media and relationships. Can marketers still keep up with consumers and, if not, why can’t they?"
It’s clear to those of us who live at the intersection of technology and customer relationships that customers have radically changed the way they interact with brands. Traditional CRM tools are no longer sufficient because it’s not about managing customer relationships anymore—it’s about creating and optimizing engagement across a vast [...]
To succeed, Dangerfield says “the customer has to be integrated into everything we do.” That means including their customer experience plan into their business plan, not treating it a separate initiative. Sales leaders must walk the CX talk every day.
Wary consumers will give more money to the businesses they feel emotionally connected to -- while ignoring, or even opposing, those that provide them no value.
"Gallup data reveal that a customer who is fully engaged represents an average 23% premium in terms of share of wallet, profitability, revenue, and relationship growth compared with the average customer. In stark contrast, an actively disengaged customer represents a 13% discount in those same measures."
Customer service trends - are you being served? Marketing Week The study by Engine Service Design finds that most people (56 per cent) want services from brands to be open and honest, meaning they are 'clear, trustworthy and nothing is hidden'.
In his article published in UX Mag Online, Rick Parrish discusses the importance of transforming a business' ecosystem, "the web of relations among all aspects of a company... that determine the quality of the customer experience," in improving CX.
"After years of showrooming and online retail commanding more attention along with emerging technology like iBeacons and immersive personalized mobile experiences, the data-driven shopping experience is set to land inside brick-and-mortar stores. The lines between the physical and digital worlds are blurring, and the ease, convenience and excitement previously reserved for online shopping will soon be pillars of tomorrow’s shops."