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Linking the customer experience to value | McKinsey & Company

Linking the customer experience to value | McKinsey & Company | Customer Experience | Scoop.it
Many customer-experience transformations stall because leaders can’t show how these efforts create value. Patiently building a business case can fund them, secure buy-in, and build momentum.
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12 “Need to Know” Digital Marketing Trends for 2016

12 “Need to Know” Digital Marketing Trends for 2016 | Customer Experience | Scoop.it
Last year saw the emergence of lots of marketing innovation and creativity. A new year has begun. RevUnit has twelve 2016 digital marketing technology predictions for 2016 we think you should care ab…

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Neil Ferree's curator insight, February 23, 2016 2:43 PM

Facebook’s relationship with small business owners has been up and down. For the last few years getting any kind of significant viewership from your own fan page has been tough.

Minted Marketing's curator insight, February 25, 2016 2:10 PM

Great article, quick to read, useful future forecast for all marketers in 2016! 

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[Etude] L'e-commerce devient le secteur le plus apprécié en termes de satisfaction client

[Etude] L'e-commerce devient le secteur le plus apprécié en termes de satisfaction client | Customer Experience | Scoop.it

La 3e édition de l'enquête de l'Académie du Service vient de sortir : si la satisfaction globale de la qualité des services rendus par les entreprises de service en 2015...

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3 Steps to Customer Centricity

3 Steps to Customer Centricity | Customer Experience | Scoop.it
customer centricity has become the vegetables of marketing. everyone knows they should be doing more of it, and they say so, but they just aren't getting their proper daily dose.
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It's Time to Face Marketing's Impact on Customer Experience - Direct Marketing News

It's Time to Face Marketing's Impact on Customer Experience - Direct Marketing News | Customer Experience | Scoop.it
Marketers who ignore the influence of marketing on customer experience do so at their peril.
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10 Customer Centricity Steps You Might have Missed & the Actions you Still ... - Business 2 Community

10 Customer Centricity Steps You Might have Missed & the Actions you Still ... - Business 2 Community | Customer Experience | Scoop.it
Business 2 Community
10 Customer Centricity Steps You Might have Missed & the Actions you Still ...
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[Infographie] Les tendances du digital dans le secteur du retail | Orange Business Services

[Infographie] Les tendances du digital dans le secteur du retail | Orange Business Services | Customer Experience | Scoop.it

Les nouvelles technologies et le digital sont à l’origine de la mutation du commerce, notamment dans le secteur du retail.

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How Customer Experience Leaders Can Close the Gap Between Insight and Action

How Customer Experience Leaders Can Close the Gap Between Insight and Action | Customer Experience | Scoop.it
Four key ways to improve multichannel customer experiences by turning marketing's insights into strategic actions.
The post How Customer Experience Leaders Can Close the Gap Between Insight and Action appeared first on Smarter With Gartner.
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Une réclamation bien traitée et tout est pardon...

Une réclamation bien traitée et tout est pardon... | Customer Experience | Scoop.it
Une réclamation bien traitée et tout est pardonné ! (Expert-comptable) on Communication et relation client chez les Experts-comptables curated by MICKAEL INDJEIAN
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How to Enhance the Customer Service Experience for Better Retention

How to Enhance the Customer Service Experience for Better Retention | Customer Experience | Scoop.it
by Lizzie Benton, on behalf of DMC Software In an overwhelming world where digital marketing is now king, competition for customers is harder than ever before, and in a bid to stay on top many businesses often focus their efforts on gaining new...
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33 Social Media Facts and Statistics You Should Know in 2015

33 Social Media Facts and Statistics You Should Know in 2015 | Customer Experience | Scoop.it
The biggest trend over the last 12 months has been the move from earned marketing attention (sometimes called free) to “pay to play”. Another is the impact of social messaging platforms such as Snapchat and Whatsapp that have become “quasi social networks” in their own right.


It’s a social web shift that is driven by a connected generation. If your Mom joins Facebook, then maybe it’s time to play somewhere else. Teenagers don’t want to be dancing with their parents. Right!
In fact the the instant services and chat apps now account for 3 of the top 5 global social platforms....


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Marco Favero's curator insight, April 8, 2015 4:18 AM

aggiungi la tua intuizione ...

Marcus Ja'mol Norman's curator insight, April 9, 2015 1:03 AM

Very cool to see the importance of social media on our ever changing world 

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4 Keys to Creating a Differentiating Customer Experience

4 Keys to Creating a Differentiating Customer Experience | Customer Experience | Scoop.it
The customer experience is increasingly becoming the benchmark marketers care about. Find out why.
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4 Stages of the Customer Experience Journey

4 Stages of the Customer Experience Journey | Customer Experience | Scoop.it
Your customer experience journey can be judged on the effectiveness of discovery, engagement, usage and persuasion.
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Big Data's Priorities: Streaming Analytics, Self-Service - InformationWeek

Big Data's Priorities: Streaming Analytics, Self-Service - InformationWeek | Customer Experience | Scoop.it
Businesses are taking the next step with big data technology in 2016 with plans to implement streaming analytics and self-service, as they work to embed big data insights directly into business applications and software.
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Enterprises That Have Truly Mastered Customer Experience

Enterprises That Have Truly Mastered Customer Experience | Customer Experience | Scoop.it

Once a successful company, always a successful company? Hardly! 89% of the companies on the Fortune 500 in 1955 were not listed in 2014.

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10 Digital Transformation Predictions for 2016

10 Digital Transformation Predictions for 2016 | Customer Experience | Scoop.it
Does your CEO have a bold goal for 2016? Does the goal include the word ‘digital’ or ‘transformation’ in the description? Well, if so, they’re not alone in their quest for a superior IT-­enabled compe

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, December 9, 2015 8:34 PM

“Digital transformation is not just a technology trend, it is at the center of business strategies across all industry segments and markets.


Enabled by the 3rd Platform technologies of social, mobile, analytics, and cloud, digital transformation represents an opportunity for companies to redefine their customers’ experience and achieve new levels of enterprise productivity", said Bob Parker, research vice president at IDC


Look no further than GE to validate that transformation. Looking to become the world's premier digital industrial company.

Hervé BEBIN's curator insight, December 10, 2015 1:34 AM
Une offre en mouvement (rachat, repositionnement) sur un marché en croissance. A lire avec recul comme toutes les prédictions.
Raihan alhusain's curator insight, December 10, 2015 6:43 AM

Great #Post #DigitalMarketing 0 Digital Transformation Predictions for 2016

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5 Indispensable Ways to Improve Customer Engagement

5 Indispensable Ways to Improve Customer Engagement | Customer Experience | Scoop.it
Every day customers get bombarded with various products and services, while the competition for their attention rapidly soars. If you’re in business, you shouldn’t wait for consumers to a…

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 30, 2015 2:23 AM

It is more profitable for a company to keep customers vs continuously seek new customers.

 

Here are 5 key engagement strategies shared by Sawaram:

 

1. Social Media – Consumers  prefer brands which enrich their lives and make them proud to share with others.  Visual engagement is especially effective.


2. Enable Live Chat / Video Chat  - According to an American Marketing Association study, live chat can increase the conversion rate by 20 percent and customers engaged in live chat are 3 times more likely to make the purchases than those non-engaged, making it an effective medium for improving customer engagement.


3. Efficient use of CRM - The CRM systems help monitor the buying journey of consumers so companies can predict the what, when and where of customers in regard to products and services.


4. Ask for Feedback  - A survey conducted by Dimensional Research stated that an overwhelming 90 percent of respondents who recalled reading online reviews claimed that positive online reviews influenced their buying decisions, while 86 percent said negative online reviews influenced their buying decisions.

 

5. Give Rewards - This will encourage customers to make more use of your products and services to maximize their benefits through reward programs, while increasing your customer loyalty.

 

Social engagement initiatives play an important role in customer retention.


What additional recommendation would you have?


Push Messaging + geo location?

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The 9 top trends in CEM today - IT News Africa

The 9 top trends in CEM today - IT News Africa | Customer Experience | Scoop.it
Gareth Mellon, Programme Manager ICT for Frost & Sullivan South Africa. Speaking at the recent Interactive Intelligence Customer Experience Executive
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3 factors reinventing customer experience design

3 factors reinventing customer experience design | Customer Experience | Scoop.it
Why jobs, journeys and decisions are more important than personas, interactions and emotions.

Via Eric_Determined / Eric Silverstein
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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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Five Innovation Tips to Improve the Customer Experience - Smarter With Gartner

Five Innovation Tips to Improve the Customer Experience - Smarter With Gartner | Customer Experience | Scoop.it
Most leaders tasked with improving the customer experience sincerely want to innovate more, but get stymied by business-as-usual processes
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Infographie: Déconstruction d'un avis client

Infographie: Déconstruction d'un avis client | Customer Experience | Scoop.it
Infographic: Deconstructing a guest review
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Vers la désintermédiation de la relation client digitale ?

Vers la désintermédiation de la relation client digitale ? | Customer Experience | Scoop.it
Après les médias sociaux et les espaces communautaires gérés par les marques, un nouveau phénomène émerge : les plateformes dédiées à la relation client, extérieures aux entreprises.
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Anne Rey-Ferrer's curator insight, May 31, 2015 4:37 PM

Après les médias sociaux et les espaces communautaires gérés par les marques, un nouveau phénomène émerge : les plateformes dédiées à la relation client, extérieures aux entreprises.

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Customer Loyalty - Ultimate Channel For New Business!

Customer Loyalty - Ultimate Channel For New Business! | Customer Experience | Scoop.it

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 7, 2015 8:07 PM

"Selling your product or service to a new prospect carries a probability of 5-20%.The probability of selling to an existing customer is a whopping 60-70%. #Customer #loyalty is not just a buzzword – it is the ultimate channel to get new business at the lowest cost!"


What is your favorite loyalty program?


What is your favorite #brand?


Great examples in @Zappos, @DollarShaveClub, understanding the importance of customer #experience and community, in order to nurture their customer loyalty.


Anand adds two more key drivers to strong loyalty: #Trust and #Emotional connection to the brand.

Liz Allen's curator insight, April 10, 2015 3:55 PM

Practical suggestions for turning one-time customers into lifetime customers!


Nedko Aldev's curator insight, April 27, 2015 6:04 AM

 

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Customer Centricity – Beginning at the Beginning | Blog - BRIDGEi2i Analytics Solutions

Customer Centricity – Beginning at the Beginning | Blog - BRIDGEi2i Analytics Solutions | Customer Experience | Scoop.it
Customer Centricity – Beginning at the Beginning http://t.co/MQlKgZl80e #customer #analytics
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Customer Experience Trends

Customer Experience Trends | Customer Experience | Scoop.it
Customer Experience Trends, by Danny Peters: updated automatically with a curated selection of articles, blog posts, videos and photos.
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