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How to Synchronize Your Marketing With the Customer Journey

How to Synchronize Your Marketing With the Customer Journey | Social Media, Marketing, Design ... | Scoop.it

Brand loyalty isn't what it used to be. Consumers can now google your product or service and immediately see whether a competitor's pricing or location works better for them. 

In short, you have to know your customers well enough that you can predict what they want. But where do you begin, and what steps must you take?


Via Kamal Bennani
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Patricia Guzmán Aponte's curator insight, September 15, 2015 7:03 PM

It is crucial to know our customers, but it is not enough. It becomes increasingly important to be able to predict what they want. 

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Is Your Brand Making Promises Your Experience Can’t Deliver?

Is Your Brand Making Promises Your Experience Can’t Deliver? | Social Media, Marketing, Design ... | Scoop.it
A brand makes a promise to its customers, your customer experience keeps that promise – but the issue is many times it doesn’t, as the branding team and the operations team are in different silo’s.  Brand managers know that making ...

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 3, 2015 7:24 PM

Colin Shaw shares two key insights to #customer #experience, the rational experience and the emotional experience.

 

"Most brand experts are aware of the rational experience.  This may be focused on the speed or ease of dealing with the brand.  Organizations have been working on and perfecting these parts of the customer experience for the majority of their careers.  This is the ‘what’

 

Emotions account for over 50% of a customer experience.   It is here in this emotional part of the customer experience, where the real difference between experiences happens – where some organizations outshine their competition.  When you create an emotionally engaging experience, you deliver on the brand promise – and create brand #loyalty and customer #retention.  This is the ‘how’.

 

It requires a deliberate design that addresses both the rational part of an experience and the irrational part of the experience – or the emotional experience.  Understanding the difference between the two parts of your current experience will help you identify how to deliver not only a good process for your brand but also a good emotional experience for your customer.


When you do these things, and commit to creating an emotional outcome that supports your brand promise, you will create the brand loyalty and customer retention every brand seeks."

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3 factors reinventing customer experience design

3 factors reinventing customer experience design | Social Media, Marketing, Design ... | Scoop.it
Why jobs, journeys and decisions are more important than personas, interactions and emotions.

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Eric_Determined / Eric Silverstein's curator insight, August 17, 2015 9:57 PM

"Best practice in experience design today is to identify the key decisions that customers make to do their jobs and provide the right decision support to help customers make their decisions better."


Share your views on customer experience designs.

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16 hidden social media features you probably didn't know about

16 hidden social media features you probably didn't know about | Social Media, Marketing, Design ... | Scoop.it

You've been using social media wrong all along.


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A Practical Guide to Content and Its Metrics

A Practical Guide to Content and Its Metrics | Social Media, Marketing, Design ... | Scoop.it

What are the different types of content, and which metrics should we use to figure out whether they were successful in reaching their audiences? In this practical guide, Gianluca offers his approach and a wealth of additional resources.


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How To Address The Dazed & Confused Marketing Landscape

How To Address The Dazed & Confused Marketing Landscape | Social Media, Marketing, Design ... | Scoop.it
It's time to go back to basics in order to regain market share, Marc Brownstein writes. Here are three strategies for marketers.

Via Eric_Determined / Eric Silverstein
Raoul Roy's insight:

Don't be confused, let's go back to basics.

 

3 Lessons shared:

 

1. Listen to your customers - Understand your customer journey.

 

2. Evolve and adapt - Identify new opportunities and correct the areas that need improvement.

 

3. Personalization - Offer relevant brand engagement, then deliver rewarding experiences across your key targets.

 

 

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David J Castresana's curator insight, August 1, 2015 3:58 AM

Don't be confused, let's go back to basics.

 

3 Lessons shared:

 

1. Listen to your customers - Understand your customer journey.

 

2. Evolve and adapt - Identify new opportunities and correct the areas that need improvement.

 

3. Personalization - Offer relevant brand engagement, then deliver rewarding experiences across your key targets.

 

 

Jim Thompson's curator insight, August 1, 2015 10:25 AM

Another powerful voice echoing that it's time for a new marketing approach:

 

1. Identify the behaviors and experiences that creates value in the customer relationship (aka lifetime value).

 

2. Create journeys that introduces more customers to the behaviors and experiences that create value.

 

3. Make the experience relevant and engaging to encourage more customers to go through it.

 

 

J.L.Nawan's curator insight, August 1, 2015 7:13 PM

Don't be confused, let's go back to basics.

 

3 Lessons shared:

 

1. Listen to your customers - Understand your customer journey.

 

2. Evolve and adapt - Identify new opportunities and correct the areas that need improvement.

 

3. Personalization - Offer relevant brand engagement, then deliver rewarding experiences across your key targets.

 

 

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Les comptes communautaires s'installent sur Twitter - Le Monde - Le Monde

Les comptes communautaires s'installent sur Twitter - Le Monde - Le Monde | Social Media, Marketing, Design ... | Scoop.it
Depuis quelques mois, des comptes communautaires voient le jour sur Twitter. Le temps d’un tweet, une communauté se retrouve autour d’un sujet.

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Vie toxique's curator insight, July 24, 2015 11:08 AM
Une solution pour moins polluer nos timeline de livetweet notamment
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The Value in #CustExp helps Marketing’s Role in Disruption

The Value in #CustExp helps Marketing’s Role in Disruption | Social Media, Marketing, Design ... | Scoop.it
Campaign targeting, personalization and audience segmentation all top the list for all companies (

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Eric_Determined / Eric Silverstein's curator insight, July 27, 2015 1:44 AM

Data is the foundation to customer relationship management, do you agree?


This article addresses the key value in customer experience, the different data sets, and how it enables marketers to combat disruption, or become disruptors themselves.


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6 design trends taking over the Web

6 design trends taking over the Web | Social Media, Marketing, Design ... | Scoop.it

6 design trends dominating websites in 2015 and beyond.


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CMOs' Top Goals and Challenges

CMOs' Top Goals and Challenges | Social Media, Marketing, Design ... | Scoop.it
Marketing Strategy - Chief marketing officers (CMOs) say they are expected to simultaneously retain customers, increase brand awareness, improve customer satisfaction, and increase customer profitability, according to a recent report from Oracle Marketing ...

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, July 17, 2015 2:58 AM

It costs more to acquire a new user than trying to retain one. Now the question is what are you doing to make sure you retain your customers?


How about on Mobile? how are you keeping your customers engaged and delivering rewarding experiences?

Cyril BREJCKA's curator insight, July 17, 2015 3:30 AM

Globalement, le débat se déplace en fonction du secteur d'activité, de sa maturité, et surtout BtoB ou BtoC 

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The Customer Gap - Future Of Customer Interactions

Marketing is moving from a market creation tool to a customer interface tool. This means: Taking ownership of the customer in the company and implementing this…

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Eric_Determined / Eric Silverstein's curator insight, July 3, 2015 4:31 PM

Lessons from brands such as BMW, 7-Eleven and others, remind everyone the importance of engaging your customers, in order to keep pace with not only their interest and desires, but also what is impacting them in their lives, new technologies, etc...


Share your experience of a brand that has evolved, creates engaging experiences, then share one that has failed you over time.

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Multi Channel Lead Nurturing - HubSpot

Make the term “personalization” redundant in everything you do.


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How to Reinvent Your Marketing for This Century - Infographic

How to Reinvent Your Marketing for This Century - Infographic | Social Media, Marketing, Design ... | Scoop.it
Marketing Strategy - Technology has transformed how brands reach out to today's consumers. Some brands, however, are still stuck in the old ways of marketing. Is yours?

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, June 3, 2015 2:31 AM

Then vs Now: Funnel Marketing vs The Consumer Decision Journey


Now it's about Lifetime connection.


Do you agree that successful brands need to create a two-sided conversation with consumers rather than a one-way "push" through the funnel?




Darcy Bevelacqua's curator insight, June 4, 2015 8:39 AM
Great reminder of the importance of the customer journey
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Why Immersive Storytelling is the Future of Marketing!?

Why Immersive Storytelling is the Future of Marketing!? | Social Media, Marketing, Design ... | Scoop.it
You've had this attitude shift happening for a few years now, especially with the millennial generation, and even Gen Xers, where people are just tired of being sold to. Lives are so layered, we want an experience. We want something that gives us some kind of value for our time, because our time has become so precious.

Via Eric_Determined / Eric Silverstein
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Gordon Kraft's curator insight, September 16, 2015 10:51 AM

insight into the future of writing...

Attracta Lagan's curator insight, September 16, 2015 9:16 PM

engagement is even more important than collaboration?

Maria Ioia's curator insight, September 16, 2015 11:49 PM

Become their friend. Stories have a way of circumventing the rational parts of the mind.

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A Quick Guide to Measuring Your Blog’s Impact on Business

A Quick Guide to Measuring Your Blog’s Impact on Business | Social Media, Marketing, Design ... | Scoop.it

Here’s an easy-to-read primer to know what to track to show the impact of your blog on the business.


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daremercury's comment, August 19, 2015 11:38 PM

Its sweet
snappstare's curator insight, August 20, 2015 11:11 AM

Good reminders in here. The pipeline impact tracking is difficult, but would be worth it if you can get the data working toward such results. 

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Top Six Ways to Grow Your Email Subscription List

Top Six Ways to Grow Your Email Subscription List | Social Media, Marketing, Design ... | Scoop.it

Email Marketing - Creating lasting connections with email has never been more challenging. These tips will help you cut through the clutter while adhering to ever-changing regulations and convincing subscribers to stay loyal.


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Connaissez-vous la véritable signification des emojis ?

Connaissez-vous la véritable signification des emojis ? | Social Media, Marketing, Design ... | Scoop.it

La naissance des emojis remonte à la fin des années 90. Ces petits dessins n’étaient à la base pas destinés à devenir populaires mais quand Apple les a intégrés dans son premier iPhone en 2007, ils ont envahi le monde.


Cependant, connaissez-vous la signification originale de ces petits dessins japonais ? Avec l’aide d’ Emojipédia, nous vous aidons à décrypter vos émoticônes favoris. 


Via Tolokonnikoff - Seratoo
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Cecile Verdier's curator insight, August 10, 2015 5:07 AM

Vous aussi vous avez du mal à vous passer des emojis ?

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How Marketers and Bloggers Are Working Together

How Marketers and Bloggers Are Working Together | Social Media, Marketing, Design ... | Scoop.it

How are marketers finding bloggers to work with? Which metrics are being used to measure the success of partnerships? Do bloggers most like to partner with brands, agencies, or third-party networks ?

 


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Marco Favero's curator insight, August 1, 2015 10:02 AM

aggiungere la vostra comprensione ...

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The 7 Essentials of Customer Experience

The fundamental tenets of great customer experiences are comprised of these 7 essentials components. This presentation summarises a new model for measuring and…

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, July 24, 2015 1:07 PM

From this 2011 slide show, where do you stand on the essentials:


1. Predictable

2. Efficient

3. Convenient

4. Personality

5. Personal

6. Advocacy

7. Affirmation


CES (Customer Effort Score) outperforms NPS and Customer Satisfaction measures in predicting behavior, do you agree?


We certainly see today a key driver in providing frictionless experiences.

Michael Allenberg's curator insight, July 30, 2015 2:07 PM

From this 2011 slide show, where do you stand on the essentials:

 

1. Predictable

2. Efficient

3. Convenient

4. Personality

5. Personal

6. Advocacy

7. Affirmation

 

CES (Customer Effort Score) outperforms NPS and Customer Satisfaction measures in predicting behavior, do you agree?

 

We certainly see today a key driver in providing frictionless experiences.

Rescooped by Raoul Roy from Social Media, SEO, Mobile, Digital Marketing
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How to Apply a Human Approach to Your Social Media Marketing

How to Apply a Human Approach to Your Social Media Marketing | Social Media, Marketing, Design ... | Scoop.it

Looking for a way to really connect with your audience? Here's how! This ViralChat summary is a thought-provoking look at the NEW way to do business.


Via Kamal Bennani
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2DiFore Marketing Solutions's curator insight, July 24, 2015 8:15 AM

Happy Friday Everyone! Many businesses I know struggle with content, reaching their target audience and always ask the question "how do I make my post sound HUMAN"? Our team always takes the approach that "if it sounds like a robot created this post then no one will read it", be sure that your post are genuine, reflect the way you actually talk to your clients & customers. Make it an awesome day!

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Why You Should Focus On Trust, Not Traffic

Why You Should Focus On Trust, Not Traffic | Social Media, Marketing, Design ... | Scoop.it

In this post, Mark Schaefer challenges you to look at your content marketing with a different mindset and build trust instead of traffic.


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2DiFore Marketing Solutions's curator insight, July 27, 2015 7:38 AM

Would you prefer to have a "boat load" of trusted clients or an "ocean liner" of visitors? By identifying who your trusted followers are will make the difference in your long term growth. 

Panos Fotiadis's curator insight, July 27, 2015 8:48 AM

the old question: quality vs quantity?

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How to Effectively Use Visual Storytelling

How to Effectively Use Visual Storytelling | Social Media, Marketing, Design ... | Scoop.it

In a today’s busy world, it only takes 8 seconds before your prospective client gets distracted. This is when the value of visual storytelling comes in.


Via Kamal Bennani
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Rescooped by Raoul Roy from 365 Jours de Ski, Tourisme & Marketing
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Zurich : Un panneau interactif vous incite à prendre des vacances à la montagne

Zurich : Un panneau interactif vous incite à prendre des vacances à la montagne | Social Media, Marketing, Design ... | Scoop.it

À Zurich, l'office de tourisme des Grisons a collaboré avec l'agence Jung Von Matt pour mettre en place un dispositif original baptisé "The Great Escape". Un panneau interactif a été installé, qui stream en temps réel un homme présent dans les montagnes.


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Aurélien de PIERREFEU's curator insight, July 6, 2015 3:26 AM

Géniale et facilement copiable

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Why customer love matters: 9 Inspiring quotes

Why customer love matters: 9 Inspiring quotes | Social Media, Marketing, Design ... | Scoop.it
People matter, and your customers deserve to be heard. We hope that these quotes inspired you to give your customers a voice in your company and to express your love for them

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, June 18, 2015 4:22 AM

People matter, and your customers deserve to be heard. How are you facilitating conversations with your customers across your all your channels?

 

Here are 9 quotes, which one is your favorite?

 

1. “Community is much more than belonging to something; it’s about doing something together that makes belonging matter.”  – Brian Solis, renowned speaker, and digital analyst and principal at Altimeter Group,

 

2. “Customers are assets to be cared for and nurtured.” – Jeanne Bliss, author of Chief Customer Officer

 

3. “The customer is the boss.” – A.G. Lafley, CEO, Procter and Gamble

 

4. “To get customers, you need to go from the heart to the brain to the wallet.” – Gary Vaynerchuk, entrepreneur, author and social media influencer

 

5. “Truly listening is hearing the needs of the customer, understanding those needs and making sure the company recognizes the opportunities they present.” – Frank Eliason, Global Director of Client Experience Team at Citi

 

6. “If your customers are made to feel as if they are outsiders, they will eventually find a competitor who makes them feel better about doing business with them.” – Shep Hyken, customer service expert and author of The Cult of the Customer and The Amazement Revolution

 

7. “Find a way to be personal with your customers and connect with them on a human level.” – Andrew Reid, Founder, President and Chief Product Officer, Vision Critical

 

8. “Ignorance of customer needs is not excuse for marketing that isn’t useful or effective” – Jay Baer, best-selling author and founder of Convince & Convert

 

9. “Listening to feedback makes customers feel more appreciated and part of the value creation process.” – Ray Poynter, Director, Vision Critical University

 

 

 

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Customer Experience Needs Vision

Customer Experience Needs Vision | Social Media, Marketing, Design ... | Scoop.it
The challenge for organizations is to provide a customer experience that matches expectations in every channel and keeps customers coming back.

Via Eric_Determined / Eric Silverstein
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Joe Cardilino's curator insight, June 4, 2015 1:26 PM

Right, how many people on the team can deliver on the promise so elegantly painted by the media technologists with beautiful graphics, box stock and replicated with today's interfaces???  It's always about us though... 

 

#iknojo

Sue Walsh's curator insight, June 4, 2015 7:48 PM

Love this simple diagram. It always amazes me that when an organisation becomes inward thinking and thinks it know best, product information is confusing and complex ... and does not meet customer needs/expectations/desires.

Romain MAZUIR's curator insight, June 10, 2015 5:34 PM

CX mantra ? #H2MWP