Today’s travel industry is sitting on a major opportunity to drive increased customer value and ancillary revenue both on its booking confirmation page and throughout the checkout experience. In collaboration with travel intelligence company Skift, this report reveals best practices for getting smarter in the transaction.
With insights and examples from brands including Airbnb and HotelTonight, learn about the 3 P’s of upsells: Prioritization, Personalization and Presentation.
Published By: Qualtrics
Published Date: Aug 20, 2018
In today’s era of immediacy, consumers are more demanding than ever. To keep up with customer
expectations, brands are starting to invest in Voice of the Customer (VoC) programs that employ a
Ask any CX, research, or marketing executive, and they will tell you that gone are the days when the
customer marketing landscape was represented by a one-way dialogue for engaging prospects. Today,
market leaders are shifting their listening and response mechanisms faster as VoC programs represent a
huge opportunity for driving loyalty and increased sales.
A recent study sponsored by American Express®—the American Express Global Customer Service
Barometer—showed that U.S. consumers are twice as likely to tell others about a bad service than
they are to share about a positive experience.¹
Digital Transformation: Insight into Getting it Right, is research commissioned by Avaya and undertaken by IDC. The Infobrief contains key insights from over 1,300 enterprises and consumers to help brands plan and improve digital transformation, specifically through the modernization of business communications infrastructure. Because business communications technology is at the heart of digital transformation.
Companies that put data at the centre of their business gain better insights and deliver more effective marketing. Data centricity at an organisational level is the priority for larger companies, mindful of the opportunities afforded by more scientific commercial decision-making and data-driven marketing. A focus on data alone in the context of customer analytics is not enough, however. Companies require insights from their data to deliver first-class customer experiences that give them a competitive advantage.
Our global survey of more than 1,000 business respondents shows that companies are rightly focused on activities powered by actionable insights as opposed to focusing on data for its own sake. More effective segmentation and targeting (65%), and better marketing attribution (52%), are the top data-related priorities for marketers, while ‘technologists’ (including analysts, ecommerce, and IT professionals) are primarily focused on making their organisations more data-centric (50%
Digital Transformation: Insight into Getting it Right, is new research commissioned by Avaya and undertaken by IDC.
The Infobrief contains key insights from over 1,300 enterprises and consumers to help brands plan and improve digital transformation, specifically through the modernisation of business communications infrastructure. Explore why business communications technology needs to be at the heart of your digital transformation journey.
The General Data Protection Regulation – or GDPR – is a European
Union (EU) law that protects the rights of individuals with respect to
their data. Adopted as an EU law in April 2016, organizations that hold
data about any resident of the EU must be compliant by May 2018.
With attention-grabbing fines of €20 million or 4% of global annual
turnover, GDPR commands attention at the highest levels. And despite
the “legalese” that compliance suggests brands utilize, the brands that
balance legal compliance with a human approach will turn GDPR to
This white paper provides a series of actions you can take to make
the most of GDPR to both enhance your customer relationships and
20% of customers will be responsible for 80% of profit – or
so says The Pareto Principle, also known as the “rule of the
vital few.” So, while marketers are trying hard to increase market
share, they should be equally (or even more) concerned about
nurturing the customer relationships they already have. That
means finding ways to strengthen bonds with your best
customers and figuring out how to turn good customers into
Personalization, truly helpful support, data-driven contextual
marketing, re-engagement strategies, gamification… There’s
an almost overwhelming number of options out there, each
touted as your golden key to an enduring bond with your users.
In the pages that follow, you’ll learn about five strategies to drive
engagement and retention with actionable tips from Selligent
clients – top brands that are at the forefront of creating and
sustaining customer loyalty.
As a subsidiary of the world’s largest food company, Nestlé USA is laser-focused on doing more with fewer resources and adopting highly efficient technologies and processes, including machine learning and prescriptive analytics. With 64 brands consisting of numerous products in each brand, maximizing payload and minimizing transportation costs is an extremely complex problem – particularly when you factor in demand forecasts and current supply levels.
Brands built around trusted technology enjoy increased customer loyalty and greater customer spend. This makes building technology that helps deliver a positive customer experience a strategic imperative for technology executives.
Read this briefing to discover:
• the trends pushing customer trust ever higher up the corporate agenda
• how technology leaders can become the catalysts for customer trust
• six priority actions for building technical and perceived trust.
The ability to make the right connections and walk in-step with people’s lifestyles, needs and desires has real currency in the unpredictable world of 2019. Find out the remarkable stories of brands that are not only becoming better acquainted with customers, but are delighting and surprising with zealous innovation.
Read this report to discover:
• how organisations can drive growth using employee and customer experience strategies
• the key characteristics of organisations doing this successfully
• the ‘Six Pillars’ framework for customer experience excellence
• real-world insights from global CX leaders
In the age of the consumer, relationships determine success, as they are the last remaining source of competitive advantage. Create relevant marketing messages to connect with your consumer in meaningful ways via highly personalized campaigns. This info gram discusses different ways to influence and build positive consumer behaviors and relationships.
Today's marketing and brand management groups are on the front lines of business mandates to grow international revenue, increase worldwide market share, and strengthen the impact of global brands. Businesses reaching for such goals face an environment of unprecedented pressures. How are companies dealing with the demands of multilingual marketing?
Published By: apperian
Published Date: Apr 13, 2012
This case study focuses on the retail industry and how one of the world's most visible global brands employed a self-service application, powered by Apperian's EASE platform - on Apple iPads in their retail outlets. Learn how Apperian's EASE helps this company deploy and manage their applications for a global user base, in an easy-to-use and easy-to-update manner.
Leading brands across industries are launching Employee Advocate Marketing programs to increase employee engagement, job applications and company perception.
But how do they drive these results? What are the steps they took to launch and maintain a successful employee Advocate Marketing program? Download this detailed guide and step-by-step checklist for everything you need to know to launch an employee Advocate Marketing program.
Published By: Marketo
Published Date: Mar 23, 2015
Today’s buyers are more empowered than ever before. They engage with brands and companies through their own research across multiple channels, long before marketing has the opportunity to engage with them directly. Potential buyers don’t become customers overnight—they require marketing over time as they self-educate and build trust with a company. With customer nurturing, B2C marketers can communicate consistently with buyers cross-channel and throughout the buyer journey—addressing the gap in time between when a customer first interacts with you and throughout the buyer journey, before a customer purchases, after they purchase, and to drive repeat purchases.
Read our new white paper, Experience Design Optimization: Where Personalization Goes to Grow Up, and learn:
- The experience design optimization process
- How top brands are using data to design experiences that drive conversion
- The four steps toward differentiating your brand with personalized experiences
There’s no doubt in the trends. Focusing on the customer experience is at the top of the priority list for most companies. Personalization plays a key role as top organizations strive to make experiences as compelling as possible with the integration of artificial intelligence and cloud-based technology. To understand and prioritize what your next big moves should be, read The Econsultancy 2018 Digital Trends report.
Here’s what’s top of mind for the majority of your peers:
Increasing digital marketing activities and budgets
Investing in well-designed user journeys that facilitate clear communication
Valuing creativity and design to differentiate their brands
Combining digital skills with technology to improve customer experience
Adobe article that condenses/highlights key findings from the Econsultancy Digital Marketing in the Financial Services and Insurance
Sector 2017 Study, an in-depth, 5000+ word report covering FSI executives’ opinions on:
– General trends in retail banking, investment banking, and insurance
– Internal structures their companies are using to execute digital transformation
– The biggest threats/disruptions in the industry
– The biggest priorities in 2017 (leaders are focusing on both customer retention and customer acquisition, mainstream is focusing just on customer retention)
– Main sources of sales and leads (digital + mobile are steadily increasing sources)
– Digital marketing budgets & investment areas (leaders are investing more in digital marketing automation and analytics)
– Use of the cloud and AI to automate analysis and marketing
– The importance of multichannel personalization
– Innovation in the types/formats of products/services provided (leaders are focusing on imp
The Big 6 social networks offer tremendous marketing opportunites—and each one is very different. That’s why Spredfast has assembled our 6 Blueprints for Social
Network Success. In this quick-read collection, you’ll discover more than 50 constructive, actionable marketing tips and real-world examples from major brands like Hyatt, British Airways, Target, and General Mills. Let’s start building!
Sponsorships can be more than a logo placement. In fact, they should be.
Don’t just put a sponsor’s logo in your ads (and vice versa). Instead, give interested brands a way to really grab the audience’s attention. Still need proof social is the way to go? We’ll give you 1,700 reasons. That’s the number of banner ads consumers get served every month.
On top of that, people are (over) exposed to more than 16,000 commercials annually – and struggle to recall any. It’s not an exaggeration to say consumer attention is fragmented.
So how can you ensure the packages you sell create affinity between brands and the consumers they desperately covet? By giving everyone a chance to connect with each other. After all,
your audience is probably already talking about your event on Facebook, Twitter and Instagram.
Download here to learn more!
We are living in the most revolutionary era in human communication since the invention of the printing press. For the past few years, marketers have ‘woken up’ to consumers who have the power to express their views anytime and anywhere. ‘Social’ is hot, and if nothing else, a response to this awakening. Now, the lines between paid, owned and earned media have been blurred, if not erased. Social media crosses the barrier between the three. It’s fast-paced and chaotic.
We partnered with the research firm Sentient Services and surveyed more than 200 consumers about their attitudes, opinions and beliefs about brands and social media integration. The respondents come from all over the country, with all different incomes, lifestyles, and social media habits. Universally, the data supports what we’ve already seen in action: consumers want to engage with brands that integrate social media, and they prefer to do business with social brands.
Let's get started!
The new world order of media and advertising demands that brands experiment and search for new ways to drive consumer engagement. As marketing and media strategy becomes ever more important, brands must look for ways to optimize paid, owned and earned media. Paid media is everything that you spend advertising dollars on such as TV, radio, print, digital advertising, and sponsorships. Owned media includes your website and other “owned” assets, and earned media is defined by the social amplification and interaction you “earn” through active participation with your customers.
How do you create the perfect “owned media” experience for your customers, and what is the right formula for paid media to maximize your earned media opportunity?
Download now to find out!
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