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» Forrester publie l’indice Customer Experience des Retailers en France et distingue Yves Rocher et Amazon | Tendances, Insights et Marketing Digital
Elle est primordiale, car elle construit la fidélité et la recommandation. Pourtant, l’expérience client est trop souvent mal comprise. Le concept de « customer experience » est né à la fin des années 1990 avec l’ouvrage de Joseph B. Pine et James H. Gilmore, « The Experience Economy » (l’article fondateur de HBR date …
Chief Digital Officer, Directeur de la Customer Experience Digitale... Avec le digital, de nouveaux postes 'Customer Centric' apparaissent dans les entreprises. 5 'adorateurs' de l'expérience client témoignent de leurs stratégies à l'occasion de l'iMédia Brand Summit, les 1er et 2 juin 2016.
Marketing digital :
Twitter, Facebook ou encore Snapchat annoncent tous leurs velléités de devenir marchand et comptent sur le fort trafic qu’ils... Articles liés Commerce connecté Solutions & Techno, Marketing & Conso - Enquêtes sur la consommation en France
A practical explanation of the difference between Customer Experience (CX) and User Experience (UX) in terms of virtual only and bricks & mortar businesses
A majority of consumers don’t trust websites that suffer from security and usability issues, says Neustar in recently-released research [pdf], although inaccurate content is the most common complaint of those identified.
As Americans prioritize spending their money on experiences, not objects, department stores and other retailers are struggling with sales.
L'alliance entre big data et marketing semble aujourd'hui incontournable. Roland Koltchakian, responsable Business development sur l'offre Customer Experience d'Oracle, analyse les changements liés à la digitalisation du marketing. Interview.
A l’heure de l'optimisation des dépenses média, la convergence on line entre la publicité et le CRM présente une véritable opportunité.
Le phénomène de "datafication" permet en effet d’identifier et d'activer les audiences, d'inciter les internautes à s'identifier, de basculer les informations vers le CRM et de s'adresser à eux par mail ; à telle enseigne qu’on peut parler de « cookie relationship management » !
Here are three recent tactics brands have taken in order to win (or in some cases, to regain) the business of the empowered customer.
Do you agree with this Forrester Research statement:
“Your customers have fewer reasons to be loyal than ever before and are really less loyal than they’ve ever been before,”
“They have a voice that’s loud and far reaching and they have heightened expectations for the way companies interact with and serve them.”
That’s why ongoing two-way #engagement and iterative learning is what truly drives brand #loyalty. The need to collaborate with consumers and to tap into their insight has never been more urgent for companies seeking to prosper in the age of the empowered customer.
How are you engaging with your favorite brands?
Mere customer satisfaction is now a commodity consumers can get anywhere, and they expect no less.
Ipsos reports that customers you delight are five times more likely to give you repeat business than the ones you simply satisfy.
Jérôme MONANGE
Marketing/Cross Canal & Retail/Shopper/Luxe & Communication/Veille
www.tikimee.com/jerome-monange
@JeromeMONANGE
LAB RETAIL 2025 : http://goo.gl/xnxXTI
LAB LUXURY and RETAIL 2025 : http://goo.gl/9u19bM
Le parcours client est l'un des outils essentiels à définir pour établir une stratégie Customer Experience, mais pourquoi ?
Le faSt : drive, pré commande chez macdo par iPhone,...
Lors de la mise en place d’une stratégie commerciale ou marketing, la définition du parcours client est essentielle puisqu’elle indiquera les différents canaux où les interactions client/entreprise auront lieu. -
Things never thought possible before will become the norm for customers. Here are our top 10 predictions for the future of customer experience. (#100whatifs: What if you could shop, buy and return without associates?
J'ai été invité à participer à la rédaction du livre
" Le BUSINESS DIGITAL vu par 58 experts" ,
livre référence sur le marketing et le numérique ...
Jérôme MONANGE ;
Marketing/Cross Canal & Retail/Shopper/Luxe & Communication/Veille
www.tikimee.com/jerome-monange
@JeromeMONANGE
LAB RETAIL 2025 : http://goo.gl/xnxXTI
LAB LUXURY and RETAIL 2025 : http://goo.gl/9u19bM
A few weeks ago, I decided to conduct some independent research. I have always been intrigued to know exactly what is most important to us as consumers, and up until now have used my professional experience, personal experiences and gut feel to assess what I thought to be the most important things. Thanks to friends, contacts and acquaintances, I am delighted to be able to put a little more ‘flesh on the bones’ to determine what is important – based on fact!
I have my reservations about such customer research, and especially one that is generic. It almost invites the obvious - that "value for money" is the greatest concern etc. Yet, something to think about.
Offrez-vous de la valeur? Un service à la clientèle hors pair? Votre parole est d'or? Tout dans les règles de l'art? Est-ce facile de faire affaire avec vous?
Conseil #marketing #communication Expert #Retail
➡️ LabLUXURYandRETAIL ®
Site web ▶️ https://labluxuryandretail.paris/
#luxe #FutureofRetail #CX #phygital #consommation #TransfoNum #SocialMedia @LaBrigadeDuWeb Intervenant INSEEC, ISG, ESLSCA
