Une veille sur les transformations de l’industrie pharmaceutique : stratégie, marketing, communication, omnicanal, affaires médicales, données et IA. Études, analyses et retours d’expérience sélectionnés par Lionel Reichardt, Pharmageek, pour relier innovation, pratiques et valeur en santé.
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Marketers who make the most of consumer media habits stand to benefit. Changes in US media consumption habits have brands reevaluating their multichannel marketing programs. Via Philippe E. Maille
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Pan-European survey reveals multichannel customer experiencesCall Centre Clinic News (press release)The findings, published in the eGain 2012 cross-industry benchmarking report for multichannel customer experience, comprehensively chart influences...
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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. (Why is multichannel customer service important?
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'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...
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Despite the evident demand by customers for a seamless multichannel service experience, few companies have succeeded in creating it.
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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. Via maxOz
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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...
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Improve, Transform, or Sustain: What's Your Path to a Better Customer Experience?
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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. Via Peter Hoeve
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Interesting article about the time consumers take to make a retail purchasing decision online http://t.co/GkCgSL4z #ecommerce... Via Eric Kramer
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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. Via TC Group Solutions
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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.
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Lionel Reichardt / le Pharmageek
September 12, 2012 1:48 PM
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White Paper - Multichannel Contact, Social Media and the Customer Experience http://t.co/zTYIfjK4...
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Lionel Reichardt / le Pharmageek
September 12, 2012 1:48 PM
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Multichannel customer experience: how mature is your organisation?
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Lionel Reichardt / le Pharmageek
from Web Marketing Magazine
September 12, 2012 1:47 PM
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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).
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Lionel Reichardt / le Pharmageek
from Co-creation 90:10 Group
September 12, 2012 1:47 PM
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Consumers love low prices, but retailers shouldn’t overlook the way shoppers perceive value online and in stores. A McKinsey Quarterly Marketing article.
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Lionel Reichardt / le Pharmageek
September 12, 2012 1:45 PM
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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...
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Lionel Reichardt / le Pharmageek
September 12, 2012 1:45 PM
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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.
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Lionel Reichardt / le Pharmageek
from Docteur Smartphone
September 12, 2012 1:45 PM
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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...
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Lionel Reichardt / le Pharmageek
September 12, 2012 1:45 PM
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The UK's shoppers are adopting mobile and tablets, yet the high street remains central to the research and purchase process.
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Lionel Reichardt / le Pharmageek
from E-SANTÉ : COMPRENDRE. RELIER. TRANSFORMER.
September 12, 2012 1:44 PM
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"Multichannel Marketing: Easy to Brag About, but Difficult to Do" - @pharmaguy on @lenstarnes survey http://t.co/nfJMj6Is #pharma #hcmktg...
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from H2H Marketing
September 12, 2012 1:43 PM
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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.
