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All Latest thinking
September 2013—Companies have long emphasized touchpoints—but the narrow focus on maximizing satisfaction at those moments can create a distorted picture.
September 2013—Sales made through mobile channels are expected to triple by 2016—but mobile advertisers need to focus on real opportunities and not false hopes.
September 2013—To make digital successful, companies need to overcome significant organizational challenges, and shift to be more centered around the customer.
September 2013—When companies manage the entire customer journey–the series of interactions with a brand, vs. any single touchpoint experience–they reap significant benefits.
August 2013—Thomas Romieu, Digital Director, LVMH Group, notes that what luxury goods shoppers really want is a streamlined experience that minimizes the number of decisions they have to make.
July 2013—Handling customer issues online (“eCare”) can dramatically improve customer satisfaction scores while simultaneously reducing costs.more
May 2013—Changes in the consumer decision journey have created a surge in big data and multichannel challenges for today’s business.
May 2013—McKinsey partner, Dorian Stone, and Clickfox CEO, Marco Pacelli, spoke at Fiserv Forum 2013 about the value of big data in understanding the customer journeys that matter.
April 2013—Emerging technologies are poised to personalize the consumer experience radically—in real time and almost everywhere. It’s not too early to prepare.more
April 2013—While Big Data is increasingly important in the retail environment, human intelligence drives conversion rates.
April 2013—Loyalty programs require creativity and innovation to stay relevant and in sync with their customers.
April 2013—B2B organizations have embraced the idea of customer-centricity, many have yet to adapt to the reality of customer behavior. That’s resulted in millions of marketing dollars being misspent and potential sales lost at a time when companies can ill afford it.
January 2013—Telecoms players can gain significant top-line benefits and cost savings by emphasizing digital channels in their sales and marketing.more
January 2013—While a number of leading brands have embraced digital, most companies still have not made digital a core part of their growth strategy.
November 2012—Marketers need to shift digital marketing into overdrive to enable a new, highly effective, targeted, and real-time approach to customers.more
September 2012—Customers are demanding very different kinds of relationships with companies. Here are some ways to jump-start customer engagement across your organization.more
October 2012—What if you could watch customers make a major purchase (such as a smartphone), from start to finish—and after? And listen to them all along the way?
June 2012—Retailers need to adapt quickly to five consumer trends.
February 2012—Customers need to be engaged through an expanding array of touch points, yet CMOs are working with the same or fewer resources—and the demands keep rising.
December 2011—Just because you have a loyalty program doesn’t mean it's generating value.
June 2009—Consumers are moving outside the purchasing funnel—changing the way they research and buy your products. If your marketing hasn’t changed in response, it should.more
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