Multichannel customer experience: how mature is your organisation?
Multichannel customer experience: how mature is your organisation?
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Multichannel customer experience: how mature is your organisation?
'Mature' companies have overcome technical and data challenges in their quest to deliver a compelling multichannel customer experience, while less mature organisations are neglecting customer service and staff empowerment while they struggle to...
Is Multichannel Commerce Dead? | getelastic.com
According to Brian Walker, Forrester Research’s Principal Analyst for multichannel and ecommerce technology, multichannel organizational strategy doesn’t cut it anymore.
Today’s consumer doesn’t use use channels, rather a variety of interconnected touchpoints – what Forrester has coined the “Splinternet” – which does not merely consist of web search, your website, mobile web, apps and social networks, but also offline “channels” that leverage web content from the commerce system.
Interactive signage, QR codes in magazines and bus shelters, in-store kiosks, sales associates armed with tablets, and call centers that are more integrated with the commerce platform than the “green screen.” Not to mention the variety of devices that support these interactions, from laptops to gaming consoles, interactive TV to (whatever’s coming next).
The 5 Musts for Optimizing Multichannel Customer Service
Despite the evident demand by customers for a seamless multichannel service experience, few companies have succeeded in creating it.
The value proposition in multichannel retailing | McKinsey Quarterly - Marketing - Pricing
Consumers love low prices, but retailers shouldn’t overlook the way shoppers perceive value online and in stores. A McKinsey Quarterly Marketing article.
Why is multichannel customer service important?
The aim of multichannel customer service is to provide customers with options for how they would like to communicate with a brand if they have a query or a complaint to make.
Multichannel customer experience - High-End Brands Are Missing the Boat on Mobile, Study Finds
Prestige retailers are largely failing to keep pace with consumer demand for mobile shopping, a study from research firm L2 suggests.See it on Scoop.it, via Multichannel customer experience...
Multichannel customer experience - 88% of US businesses now monitor online feedback: infographic
88% of US businesses are now actively monitoring online feedback and conversations online, according to a Forrester Consulting survey released today.See it on Scoop.it, via Multichannel customer experience...
Multichannel Marketing in 2012: 3 Key Insights
Multichannel marketing in practice is hard and will become even more challenging to create delightful customer experiences across channels with a single brand identity without the right strategy and tools.
Multichannel customer experience - Improve, Transform, or Sustain: What's Your Path to a Better Customer Experience? - 1to1 Media (blog)
Improve, Transform, or Sustain: What's Your Path to a Better Customer Experience?
Michel de Guilhermier's Blog: L'Emergence du MultiChannel et du M-Commerce !
A voir, cet entretien avec Fiona Dias, EVP Marketing & Strategy chez GSI Commerce, leader mondial de la délagation e-commerce pour les grands retailers et les grandes marques. Entretien vraiment très intéressant. Ne loupez pas notamment les 2 datapoints fournis...
Oct 12, 2011 | Multichannel innovation: 15 brilliant examples from 2011
JUMP is a one-day conference in London on Oct 12, dedicated to 'helping you and your team be the best you possibly can' ;-). An annual event dedicated to multichannel business.
The high street is central to multichannel retail strategy: stats
The UK's shoppers are adopting mobile and tablets, yet the high street remains central to the research and purchase process.
Internet Retailing » Growth in multichannel has lengthened shopping process to three-and-a-half days – research
Interesting article about the time consumers take to make a retail purchasing decision online http://t.co/GkCgSL4z #ecommerce...
Pharma Marketing Blog: Multichannel Marketing: Easy to Brag About, but Difficult to Do #hcsm #hcsmeufr
"Multichannel Marketing: Easy to Brag About, but Difficult to Do" - @pharmaguy on @lenstarnes survey http://t.co/nfJMj6Is #pharma #hcmktg...
Multichannel retail: Comparaison des tendences Us et Uk
Last month Econsultancy surveyed 2,000 consumers in the UK and 2,000 consumers in the US, to unearth attitudes to multichannel shopping and service. The survey was compiled using the TolunaQuick tool.
Multichannel Marketing: Combining email and content marketing leads to 35% conversion rate for Elsevier | MarketingSherpa
Email marketing is a key element of the complex B2B sale. Its main role is to serve as the communication medium for delivering content to prospective customers.
MultiChannel Commerce in the Age of the Digital Customer: Why Every channel (stilll) Counts | Business 2 Community
In the age of the digital customer, individuals have certain expectations about what each channel provides, and a brand or retailer’s approach needs to address these core expectations.
What is needed for multichannel marketing success?
A visual of the multichannel universe
Many activities are needed to succeed in multichannel marketing.
Customer Relationships - Marketers Struggle With Multichannel Customer Interactions : MarketingProfs Article
Customer Relationships - Marketers struggle to manage customer interactions and campaigns across multiple marketing technology platforms—a challenge intensified by new data streams from emerging channels such as mobile and social media
Pharma Marketing to Physicians | Publicis Healthware International
Pharma Marketing to Physicians, How physicians are increasing their interest in new media for personal and professional usage and what Pharma cant miss in their 2012 marketing plans.
Pharmaceuticals Go Digital to Promote Niche Drugs | Marketing ...
By personalizing and customizing their promotions in the digital channel, pharma companies expect they can connect with the specific audiences they are seeking to reach. [Source: To Market Niche Drugs, US Pharma Goes ...
IBM's reinvention should inspire flat pharma businesses
The pharmaceutical giants look remarkably similar to the IBM of the late 80′s and early 90′s.
For those of us who remember the IBM of that era, this is bad news.
They can continue the path of the railroad industry early in the 20th century. Alternatively, they can look to the path IBM took when its future prospects were grim.
Remarkably, IBM demonstrated how it’s possible for a large company to shift from a product-centric culture to a customer and service centered company.
The writing is on the wall for pharma companies: they will succeed or fail based not on how many drugs they sell, but on how well their offerings improve health outcomes.
Research Says It: Traditional Marketing Is Dead
Robin Good: If you still think that there's no better way to promote your product and services other than via banner ads and traditional "broadcast"-type marketing approaches, think again. Data and research studies now confirm what many have been saying for a long time.
Traditionally advertising, PR and marketing as you know them, are working less and less.
From the original article on HBR: "Traditional marketing — including advertising, public relations, branding and corporate communications — is dead.
Many people in traditional marketing roles and organizations may not realize they're operating within a dead paradigm. But they are. The evidence is clear.
First, buyers are no longer paying much attention. Several studies have confirmed that in the "buyer's decision journey," traditional marketing communications just aren't relevant."
But if it is true that traditional marketing is dead, what will replace it?
"There's a lot of speculation about what will replace this broken model — a sense that we're only getting a few glimpses of the future of marketing on the margins.
Actually, we already know in great detail what the new model of marketing will look like. It's already in place in a number of organizations."
The solution pivots around four key points:
1. Restore community marketing.
2. Find your customer influencers.
3. Help them build social capital.
4. Get your customer advocates involved in the solution you provide.
And you can read more what are the key characterizing trait of this new model by reading the full article.
Good article. Recommended. 8/10
Full article: http://blogs.hbr.org/cs/2012/08/marketing_is_dead.html
(Image credit: Shutterstock)
's comment February 19, 2013 5:16 AM
prologicwebsolutions.com
YouTube Strategies for Pharma | PharmaForward.com
There are three essential approaches to consider when developing a YouTube channel in the OTC pharma industry. ... These sites exist as an extensive of the TV or print campaigns and integrate with other digital media.
