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Infographic: Social Media Statistics for 2013

Infographic: Social Media Statistics for 2013 | New Customer & Employee Management | Scoop.it
As we kick off 2013 it's good to recap some of the impressive stats from 2012. Here's a great infographic that visualises a piece by the Huffington Post - 100 Social Media Statistics to kick off 2013.
Russ Merz, Ph.D.'s insight:

Some useful stats.

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New Customer & Employee Management
How social and digital technologies are changing the delivery of customer service and the management of employees.
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The 25 Most In-Demand Skills on LinkedIn [Infographic]

The 25 Most In-Demand Skills on LinkedIn [Infographic] | New Customer & Employee Management | Scoop.it
Career Management - LinkedIn members who listed cloud- and distributed-computing skills on their profiles were the most sought-after users by employers last year, according to a recent report from the social network.
Russ Merz, Ph.D.'s insight:

Do You Know The 25 Most In-Demand Skills on LinkedIn? Here are the Stats. 

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The True Value of Customer Loyalty Programs [Infographic]

The True Value of Customer Loyalty Programs [Infographic] | New Customer & Employee Management | Scoop.it
Customer Relationships - A whopping 75% of US companies with loyalty programs generate a return on investment. Here's a look at the myriad benefits of investing in a customer loyalty program.
Russ Merz, Ph.D.'s insight:

Do You Know The Value of Your Customer Loyalty Program? Here Some Stats For Comparison. 

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John Cockerill's curator insight, February 3, 1:52 PM

Interesting view of the Customer Loyalty field. #custserv #cx

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Cross-Device Customer Journey Mapping - Smart Insights

Cross-Device Customer Journey Mapping - Smart Insights | New Customer & Employee Management | Scoop.it
Because the customer journey includes so many types of technology, businesses can benefit from conducting cross-device customer journey mapping.
Russ Merz, Ph.D.'s insight:

How do you keep your customers on track in the cross-device purchase journey? Use the 3 C's of Create, Capture and Calibrate.

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Definitive Guide to Employee Advocate Marketing

Definitive Guide to Employee Advocate Marketing | New Customer & Employee Management | Scoop.it

7 Steps to Employee Advocate Success.

 

Employee-shared content increases reach 10x and engagement 8x. That’s why leading brands use employee advocates to increase awareness, social engagement and new customers.

Research from Gallup shows, 50% of employees are already sharing on social media about their work (good), but a third of them are doing so without any training from their employer (bad).

So how can you drive results from employee advocates while mitigating risk? Download this detailed guide for everything you need to know for a successful employee advocate marketing program.

Download the free guide and checklist to learn:The critical steps to launch an employee advocate marketing programHow to engage employees in just 2 minutes/dayThe recommended timeline and steps to ensure the program drives your goals
Russ Merz, Ph.D.'s insight:

Need a plan for building an employee advocacy program? Get this white paper for a 7 step process you can follow.

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Kimberly Kachadoorian's curator insight, September 22, 2015 10:16 AM

all employees should be a brand ambassador

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5 Trends Shaping the Digital Travel Customer Experience (Infographic)

5 Trends Shaping the Digital Travel Customer Experience (Infographic) | New Customer & Employee Management | Scoop.it
Mobile, online reviews and social media all empower consumers to make informed purchasing decisions and share their experiences.
Russ Merz, Ph.D.'s insight:

Do you know how digital tech is affecting the global travel market? Here are 5 key trends to watch.

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Linking data ‘biggest challenge for global marketers’ (infographic) | Netimperative - latest digital marketing news

Linking data ‘biggest challenge for global marketers’ (infographic) | Netimperative - latest digital marketing news | New Customer & Employee Management | Scoop.it
-*+Digital marketers are facing an on-going battle getting to grips with making sense of huge amounts of data, with linkage, technology and organisational structure as the three key challenges in digital marketing, according to new research. The biggest hurdles and key priorities for marketers this year are dependent on having accurate, enriched data, linked together ...
Russ Merz, Ph.D.'s insight:

The top three barriers to cross-channel marketing success are data linkage, technology and organizational structure according to this recent study.  What is keeping your brand from realizing a single customer view?

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Michael Ravensbergen's curator insight, May 31, 2015 1:12 PM

Platform generated attribution will transform campaign strategy!!

 

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Failed Customer Experiences Are Destroying Your Marketing | Marketing Technology

Failed Customer Experiences Are Destroying Your Marketing | Marketing Technology | New Customer & Employee Management | Scoop.it

Failed Customer Experiences Are Destroying Your Marketing by Douglas Karr on Marketing Technology

 

SDL performed a survey to explore where the single or most prominent points of customer experience (CX) failure and success happen with customers and the impacts to the business.

 

Perhaps the scariest result of this survey is that SDL found that many users that suffered from a bad customer experience actively tried to disparage the company every chance they could by word-of-mouth and that includes social media and other online publishing channels.

 

Yikes… in a connected world, customer experience failures are impacting your marketing efforts. Bad news travels fast and these incidents could overshadow any good strategies you’re deploying online.

Russ Merz, Ph.D.'s insight:

Do you know how #customerexperience failures hurts your brand? Here are some stats about the effects of failure and and some tips for managing them.

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Maurice Couture's curator insight, May 19, 2015 10:28 AM

Voici une autre infographie démontrant l'importance d'un bon service à la clientèle dans l'appréciation de l'expérience-client (CX). S'excuser et admettre sa faute demeurent deux points importants. À retenir: les principales causes de mauvaises expériences sont liés aux processus de gestion et au service à la clientèle: temps de réponse trop long, employé manquant de formation, employé ne disposant pas du pouvoir requis pour régler le problème, diffusion d'information contradictoire. 

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The Top 5 Things that Kill Customer Loyalty | Marketing Technology

The Top 5 Things that Kill Customer Loyalty | Marketing Technology | New Customer & Employee Management | Scoop.it
The Top 5 Things that Kill Customer Loyalty by Douglas Karr on Marketing Technology
Russ Merz, Ph.D.'s insight:

Do you know the top five conditions that can cause a decrease in your brand's customer loyalty? You might want to check how your customer service is performing in these areas.

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Who should own the customer journey?

Who should own the customer journey? | New Customer & Employee Management | Scoop.it

All marketers know that managing and optimising the customer journey is important, but who is in charge of it at your organisation?

Does anyone own the customer journey? And if not, who should take responsibility?

Success is very much dependent on getting this right by defining clear governance, roles and responsibilities, and ensuring there is a high degree of collaboration internally.

This is one of the themes investigated in our new report, Understanding the Customer Journey: More Than Just Online, published in association with ResponseTap.

The research shows that companies are five times more likely to identify marketers as being in the driving seat than any other teams, such as customer insight, sales or customer support.

Russ Merz, Ph.D.'s insight:

What are the barriers to effective management of the #customerjourney in your company? Here are some major ones and advice about how to deal with them.

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Generating Leads on Social Media by Listening | SEJ

Generating Leads on Social Media by Listening | SEJ | New Customer & Employee Management | Scoop.it

If you want to grow your business, you’ve got to be willing to lend an ear to your social media audience.

 

One of the most effective ways of doing this is through social listening: paying attention to the conversations people are having on social media about your brand, competitors, industry terms, and pain points.

Whether they’re talking to you or about you, monitoring your prospects’ conversations on social media has endless advantages. It can help you manage your online reputation, build a community, and complement your customer support efforts.

 

But what many people don’t realize is when implemented effectively, social listening can help you generate leads – and more revenue.

 

Russ Merz, Ph.D.'s insight:

Are you using #sociallistening to generate leads for your business? Here are some tips and tools that you can use.

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The Right HR Datafication Solution | SmartData Collective

The Right HR Datafication Solution | SmartData Collective | New Customer & Employee Management | Scoop.it
With the “datafication of HR” as one of the industry’s hottest topics, business leaders are increasingly expecting that HR leverage the massive amounts of workforce data generated by their multiple systems. Through the analysis of this data, HR can maximize business outcomes by enabling better decisions about talent.
Russ Merz, Ph.D.'s insight:

Do you know the 5 critical questions you should ask an employee metrics vendor? Here are some good candidates.

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How Marketers Feel About Workplace Changes [Infographic]

How Marketers Feel About Workplace Changes [Infographic] | New Customer & Employee Management | Scoop.it

Some 55% of creative advertising and marketing professionals say changes in their organizations are not considered carefully and are not well planned, according to a recent report from The Creative Group.

Moreover, 53% say their employers do not do a good job of involving employees in implementing changes, and 49% say they do not receive adequate training/information to keep up with industry developments.

The survey of 750 US creative professionals at advertising agencies and brands found the introduction of new internal processes/procedures is the change that workers have the hardest time adapting to (51% rated it as challenging/very challenging).

That was followed by staff changes (48%) and new business directions (37%).

For more insights from the report, check out the infographic:

Russ Merz, Ph.D.'s insight:

Recent workplace research documents how marketers and advertising personnel react to organizational changes.

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Ideal Employee Retention Strategy Still Elusive In Companies

Ideal Employee Retention Strategy Still Elusive In Companies | New Customer & Employee Management | Scoop.it

An ideal employee retention strategy is still elusive in companies as the percentage of employees who stay when the lock-in agreements expire were below expectations, according to a study conducted by Towers Watson, a global professional services company.

Concerns about changing organizational culture affects employee retention

Based on the Towers Watson Global M&A Retention Study, 68% of the respondents stated that they retained more than 80% of employees who signed a retention agreement during the entire period.

Russ Merz, Ph.D.'s insight:

Here are six ways leading companies build employee retention according to HR consultancy Towers Watson.

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Skills to Put on a Resume | 6 Trending Digital Marketing Skills

Skills to Put on a Resume | 6 Trending Digital Marketing Skills | New Customer & Employee Management | Scoop.it
Looking for skills to put on your resume? Learn more about about these 6 trending digital marketing skills and future-proof your career.
Russ Merz, Ph.D.'s insight:

Are you developing a set of digital marketing skills, but unsure how to position yourself in the job market? Here are some guidelines.

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The Shift from Transactional Commerce to Relationship Commerce

The Shift from Transactional Commerce to Relationship Commerce | New Customer & Employee Management | Scoop.it
In the late 1990’s electronic commerce was conceived as transactional and
over time it has evolved into relationship-based commerce, which is focused
on retention and customer lifetime value. In this article, we explore the
trends that led to this evolution, the differences between the models, and
the essential requirements for modern e-commerce players to stay
competitive.
Russ Merz, Ph.D.'s insight:

Should you shift from transactional to relationship commerce? Here are some reasons to consider.

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How to Win at Customer Service: Keep It Simple - eMarketer

How to Win at Customer Service: Keep It Simple - eMarketer | New Customer & Employee Management | Scoop.it
Good customer service makes people happy—and it also makes them tell their friends, family and social media contacts about the experience. So what does it take to please customers in this context?
Russ Merz, Ph.D.'s insight:

Need some guidelines for improving your customer service? Here are some recent research findings that provide them.

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The anatomy of a perfect checkout page (infographic) | Netimperative - latest digital marketing news

The anatomy of a perfect checkout page (infographic) | Netimperative - latest digital marketing news | New Customer & Employee Management | Scoop.it
A well-executed checkout page process can significantly boost sale conversions – turning shoppers into buyers and stopping them from abandoning their shopping baskets. This new infographic from Ad technology firm VWO looks at how to continually improve your checkout structure and user experience. Source: https://vwo.com/blog/anatomy-perfect-checkout-page/
Russ Merz, Ph.D.'s insight:

Are you happy with the checkout process on your e-commerce website? Here is how to evaluate it. 

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Why make it personal? Personalisation vs contextualisation

Why make it personal? Personalisation vs contextualisation | New Customer & Employee Management | Scoop.it

This article explores the difference between personalisation and contextualisation and assesses the risks and benefits.

 

Which one is right for your business? 

 

It’s become increasingly common for brands to personalise or contextualise the digital customer experience.

 

By optimising the online messaging for a specific audience or context, businesses avoid broadcasting the same message to ‘one and all’, making the experience more targeted and increasing sales.

 

But which to choose? Being able to personalise or contextualise depends on the availability and use of data: data about the user or data about the context.

 

Choosing an approach also depends on how the experience will feel to the customer.

 

For instance, with marketers conscious of treading the line between ‘cool’ and ‘creepy’, contextualisation can appear to offer a safe means of tailoring digital experiences without making it personal.

 

This post takes a look at both approaches, so you can choose the right one for your strategy.

 
Russ Merz, Ph.D.'s insight:

Do you know when it might be more appropriate to use contextualization versus personalization? This thoughtful article presents some good reasons for deciding between relevance and intrusiveness.

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Five reasons your customer experience initiative is going to fail

Five reasons your customer experience initiative is going to fail | New Customer & Employee Management | Scoop.it

In research over the last two years, we’ve seen a consistent over-estimation of how good things are and the results to come. 

Some of the most compelling evidence comes from our recent study in partnership with IBM, The Consumer Conversation, a look at consumer-facing organizations, most with over $1B in revenue. The report points out some of the ways in which views of brands and their customers don’t match up.

At Econsultancy we strongly believe in customer experience (CX) and its potential to be the key difference for brands reforming themselves in the digital age. That’s not a stretch, since CX is the sum total of all interactions between a person and a company.

It’s a bit like saying that moving forward, we predict that water will be a key differentiator for fish.

As is often the case, the issues start with having a variety of definitions. At many organizations, CX is thought of as nearly synonymous with 'usability.'

Companies think that when they’re done optimizing their shopping carts and speeding up their site, they’re done. These things are important, but they’re just a small subset of what we need to include when we grapple with customer experience.

Russ Merz, Ph.D.'s insight:

Do you know the warning signs that your #customerexperience initiative may fail? Here are 5 important indicators.

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Customer Facing Devices and How You Can Market with Them | Marketing Technology

Customer Facing Devices and How You Can Market with Them | Marketing Technology | New Customer & Employee Management | Scoop.it

Customer Facing Devices and How You Can Market with Them by Douglas Karr on Marketing Technology

 

In modern day marketing, the CMO’s job is getting more and more challenging. Technologies are changing consumer behavior. For companies, it has become difficult to provide consistent brand experiences across retail locations and their digital properties. Customers’ experience between a brand’s online and physical presence varies widely. The future of retail lies in bridging this digital and physical divide. Customer Facing Devices create relevant and contextual Digital Interactions to elevate customer experience at physical locations.

 

A Customer Facing Device is a device that a customer will interact with or experience directly. Examples of Customer Facing Devices include Digital Kiosks, Mobile Point of Sale (mPOS), Ruggedized Devices, Digital Signage or Headless Devices. All of these devices are designed to engage and inform customers inside physical locations.

Russ Merz, Ph.D.'s insight:

Do you know the three ways customer facing #devices can be used in #digitalmarketing? This detailed article by Doug Karr classifies customer facing devices, gives a description of their digital marketing uses, and outlines important management considerations. Keep for reference!

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SageRave of Get Custom Content's curator insight, May 9, 2015 5:38 PM

Great tips for the ever changing, digital age.

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Digital Talent Optimization: The Development Of The Hybrid Marketer

Digital Talent Optimization: The Development Of The Hybrid Marketer | New Customer & Employee Management | Scoop.it

For years, digital marketing disciplines have been converging — that’s not news. But what is notable is the evolution of distinct multi-channel skill sets that marketers have developed. These skills sets are composed of knowledge in groups of channels that commonly interact with one another.

 

This evolution has led to the development of marketers with highly desirable skills sets and knowledge, and has also caused gaps in talent acquisition as well as skill sets that haven’t quite developed (most notably, analytics skills) but are still much needed. So how do you close the talent gap?

Russ Merz, Ph.D.'s insight:

Is your business suffering from a #digitalmarketing talent gap? Here are some solutions for closing the gap.

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Improve Conversion Rates by Changing Your Shipping Options [Infographic]

Improve Conversion Rates by Changing Your Shipping Options [Infographic] | New Customer & Employee Management | Scoop.it

For ecommerce companies, shipping options have a big impact on conversion rates. In fact, 93% of online shoppers say that free shipping would encourage them to make more purchases online. And beyond conversion rates, shipping options can also be a lever to increase average purchase value and increase the lifetime value of your customers.

 

Dig into the infographic below from Convert.com to learn more about how changing your shipping options can improve your conversion rates.

Russ Merz, Ph.D.'s insight:

Do you know how shipping options affect conversion rates? Here are some useful stats that answer that question.

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What You Can Learn About Customer Experience From Sharing Economy Companies

What You Can Learn About Customer Experience From Sharing Economy Companies | New Customer & Employee Management | Scoop.it

A couple weeks ago, San Francisco-based taxi company DeSotoannounced a rebranding effort to try to reclaim market share lost to ride-sharing service Uber.  The company adopted the name of a mobile app, Flywheel, and repainted its vehicles in the hopes of helping passengers realize they can use a mobile app to summon a taxi.

 

A fresh coat of paint and a new name is unlikely to make a dent in Uber’s share.  DeSoto fails to understand that Uber’s appeal is more than using a mobile app.  Just like other sharing economy brands, Uber has attracted legion of customers not because it is technologically innovative.  The sharing economy excels at customer experience — and that is what inspires customer love and loyalty.

  
Russ Merz, Ph.D.'s insight:

Is your total knowledge about the sharing economy based on Airbnb and Uber? It goes much deeper than that. Denise Lee Young describes 5 #CustomerExperience  principles you can learn from sharing economy companies [#collaborativeeconomy].

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Social Media Customer Service 101 [INFOGRAPHIC]

Social Media Customer Service 101 [INFOGRAPHIC] | New Customer & Employee Management | Scoop.it

Did you know that studies have shown that 59 percent of questions and complaints made to brands on Twitter go unanswered?

 

When you learn that 72 percent of Twitter users expect a response, and 42 percent expect a response within the hour, that presents something of a disconnect.

 

Indeed, only 36 percent of customers report having their problems effectively solved via social media, with less than one in three firms utilising a dedicated customer service team to manage these channels.

Check the visual below for a wealth of insights into using social media for customer service, which comes courtesy of West Interactive.


Via Bonnie Burns
Russ Merz, Ph.D.'s insight:

How is your responsiveness to customers on social media impacting your business? Here are some #digital #customer service failures and fixes that might help. 

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The Essential Guide to Creating an SEO-Friendly Customer Journey

The Essential Guide to Creating an SEO-Friendly Customer Journey | New Customer & Employee Management | Scoop.it

Learn how to integrate a successful SEO strategy into your customer's buying journey.

 

Think about the last time you made a major purchase online. Was it a plane ticket? An espresso machine? A pair of sneakers?

 

Now, think about where in your buying process the company you bought from made themselves digitally present. If you bought a pair of sneakers, perhaps you found them by searching "best sneakers for marathons" or "sale on running shoes." If Google was the first place you went to find the product or service you wanted, then you're a very typical buyer in today's internet-driven world.

 

When a customer takes a certain route on his or her path to conversion then, logically, the company he or she is buying from needs to be digitally present along that path. If not, then the customer’s journey will veer off to a competitor. Or, worse, the customer won't be able to find his or her way, and will end up frustrated and bereft of the product or service. 

 

In order to accommodate the customer’s journey, the business needs to guide the way by being proactively present from an online search standpoint in order to guide the way. That's where your search engine optimization (SEO) strategy comes in -- getting found online can become an integral part of your customers' journey.

 

The question is: How do we take a theoretical framework of a customer journey and integrate it into the tactical strategy of SEO implementation?


Russ Merz, Ph.D.'s insight:

A very detailed discussion of how to weave a customer journey map into your search strategy. Very useful for future reference. 

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