Studie: Kundenengagement wird immer wichtiger. Grafik: Gerd Altmann / pixelio.de Für viele Marketer steht bei Social Media die Zahl der Follower im Vordergrund. Doch in der Branche findet ein Umdenken statt. Follower und Likes – viele Marketer bewerten den Erfolg ihrer Marke in Social Media immer noch nach diesen Punkten. Doch das allein reicht sicher nicht. Wie der eMarketer berichtet, haben viele Unternehmen bemerkt, dass das Kundenengagement einen immer wichtigeren Stellenwert einnimmt. So hat z. Anzeige: Nichtsdestotrotz bleibt die Anzahl der Follower und Fans für die Unternehmen wichtig: 96 Prozent gaben dies als wichtige Metrik für die Effektivität einer Marke an. 89 Prozent erwähnten in diesesm Zusammenhang den Traffic zu ihren Webseiten, immerhin 66 Prozent nannten die Kundenzufriedenheit.
Marketing via Social Media ist noch längst nicht bei allen Unternehmen angekommen – aber langsam zeigt sich, dass bei den Verantwortlichen ein Umdenken stattfindet.
Honor what customers care about. This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. CustomInk is a $70 million T-shirt shop that prints custom T-shirts for family reunions and group and business events. Because actual people at CustomInk personally review every single order, they know what events their products are being printed for. The company saw so many shirts being created for charities that they decided to become personally invested in these causes. So whenever a T-shirt gets printed by CustomInk for a charity event, they send a donation. Done initially as a casual gesture by Lori Mayfield, a CustomInk order analyst, now, Mayfield says, “we try to donate to every charity event that our customers hold close to their hearts.”
Giving Back to the Customer’s Cause CustomInk wouldn’t feel right printing T-shirts for a charitable organization without giving back to their cause. “Six Reasons Why You Should Develop a Customer Experience Strategy in 2012 | Customer Experiences. If you assume that what you have been doing in 2011 will be the best way forward in 2012, we urge you to think again for these six reasons. 1. Less than 1% of businesses are actively building relationships with their customers that lead to real loyalty and word of mouth referrals. • The majority are using gimmicks and gimmicks don’t build lasting customer loyalty. 2 Less than 1% of businesses have a defined Customer Experience • The result is inconsistent customer experiences. 3. 4. 5. 6.
. • In most cases, there is a greater focus on the business than on the value that could be added to every customer interaction.The fact of the matter is that most businesses agree that addressing these six reasons will result in greater success, however, we know that most will only pay these areas of their business, lip service.
Customer Loyalty Daily. Rethinking QR Codes as Part of the Customer Experience. Can Mobile Technology Fix What’s Broken in Loyalty Programs? After two years of daily interactions with local merchants at Perka, we’ve learned that most of them have a love-hate relationship with loyalty marketing. Most are interested in cultivating customer intimacy, but find themselves too busy managing cash flow and other daily business demands. And since managing reward systems — historically comprised of analog punch cards and coupons — is clumsy at best and delivers a vague return on investment, many store managers have quit loyalty programs entirely.
Can you blame them? The good news is, there are better options today due to a fast evolution of the loyalty marketing landscape over the past 18 months. New mobile and in-store technology allows merchants to utilize relatively low-cost devices, such as an iPhone or an iPad, to take advantage of data-driven programs that do more than simply count down the punches until a customer’s next free sandwich. Here are two ways in which mobile tech has improved loyalty programs for small merchants: Customer Experience Success = Know Your POWER CORE. Customer experience work is as much about knowing what motivates people as it is about getting the job done. That’s where the power core comes in. Most companies have a predominant power core. Frequently it is the strongest skill set in the company or the most comfortable to senior executives. Because executives know the power core best, people gravitate to perform in that area. Understanding your company’s Power Core is a first crucial step in knowing how to proceed with your customer agenda.
Knowing the strength and pull of the power core will: Uncover the hot spots and potholes for driving a customer profitability culture.Frame the scope of work required to influence change.Provide clarity on the approach to take in creating partnerships with leaders and in motivating people within the organization through the change process.Zero in on your company’s motivation and ability to drive movement toward customer profitability. The power core is an unusually strong yet often unspoken force. Ansätze für Customer Experience Management. Veröffentlicht von PR-Gateway am 15. August 2012 in Online Marketing congenii ~ Customer Experience Management Eine gute Kundenbeziehung baut immer auf einer guten Erfahrung auf.
Doch allein durch eine einmalige positive Erfahrung mit einem Produkt oder einem Unternehmen ergibt sich nicht automatisch eine dauerhafte Beziehung. Der Ansatz des Customer Experience Managements versucht, bei allen Kundeninteraktionen einen Begeisterungseffekt zu generieren und so bestehende Kunden langfristig zu binden. Customer Experience Management (CEM) ist nicht mit Customer Relationship Management (CRM) gleichzusetzen. Das Ziel von CEM hingegen ist es, den Kunden eine herausragende, vielleicht auch unerwartet positive Erfahrung zu bieten, um ihn emotional und damit auch langfristig an das Unternehmen zu binden. Mit Maßnahmen zur Stärkung des Kundenvertrauens könnten Unternehmen nach Einschätzung zahlreicher Vertriebs- und Marketingmanager deutliche Umsatzsteigerungen erreichen. AlchemyAPI - Transforming Text Into Knowledge. LivePerson Launches Powerful Text Analytics Solution, LP Insights, to Deliver Actionable Intelligence.
4-Ways-to-Optimize-Your-Customer-Survey.png (PNG-Grafik, 953 × 3248 Pixel) Kundenservice auf dem Weg in das Outernet: Willkommen in der Augmented Reality | Blog von Prof. Dr. Heike Simmet. I 7 Votes istock Photo Prof. Dr. Heike Simmet Der Kundenservice in Deutschland befindet sich in einer tiefgreifenden Umbruchphase. In letzten Jahren gab es vor allem durch Social Media deutliche Veränderungen in der Kundenkommunikation (Simmet 2011). Doch die technologische Entwicklung beschleunigt sich zunehmend weiter. Während viele traditionell aufgestellte Call Center noch über die Pros und Cons der Nutzung von Social Media und Social Media Monitoring diskutieren und Apps erst versuchsweise in ihre Serviceprozesse integrieren, sind andere Branchen bereits viel weiter (Sohn 2012).
Individueller Kundenservice durch Kontextinformationen Das exponentielle Ansteigen der Informationsflut und das Entstehen des so genannten Big Data Phänomens führt zu einer neuen Generation der smarten Informationsverarbeitung. Umfassende Serviceleistungen durch die neue App Economy Die nächste Generation an intelligenten Devices führt zu einer noch stärkeren virtuellen Erweiterung der Realität. Gefällt mir: Lost Customer Research: What Is It and When Is It Necessary. Popular Today in Business: All Popular Articles This blog post is the first of a series of posts that I will be writing over the next few weeks about how to quickly and efficiently plan-out and execute a lost customer research project.
This week’s post will explain what lost customer research is, why it is a useful market research tool, and when companies should consider launching this type of an initiative. What Is Lost Customer Research? Lost customer research is the process of gathering, analyzing, and interpreting the root causes as to why an individual customer or a group of customers has canceled their service contract and/or ceased using a company’s product. The purpose of this type of research is to attempt to identify trends in these losses, which can be used to improve a company’s overall understanding of its target customer and competitive positioning in the market place, while at the same time identifying product, service, and performance gaps and issues.
Sotrender.com. Developing a User Centric Content Strategy. Social Metrics to Watch: Exposure and Frequency. Advertising on Facebook is currently a hot topic due to GM’s public pulling of its ads from the social network, which led many marketers to wonder if advertising on the social site is a smart move. After a year-long study, Resolution Media and Kenshoo are providing marketers with insights on the effectiveness of Facebook ads.
The companies analyzed global data spanning 65 billion Facebook ad impressions and 20 million Facebook ad clicks over a wide range of brands and categories – including entertainment, finance, retail and insurance. “Social media has quickly become one of the preferred channels for brands, and when done right, can foster meaningful relationships between brands and consumers in ways that were never before possible,” says Alan Osetek, president of Resolution Media. “The purpose of this study was to define what ‘doing it right’ means in terms of measureable actions and outcomes, and giving marketers a model for demonstrating effectiveness.”
A new era begins | Business Reporter. Contact centres are on the brink of a revolution that will pay huge dividends for customers and companies A whole new role for contact centres beckons; that of rapidly understanding and efficiently communicating precise details about customer demand to the whole company.
Armed with this insight, contact centres can now be equipped to serve the company’s internal customers better than ever before. Operations management can identify what areas need attention and prioritise action; the finance department can finally see who should be paying for all those calls being answered; customer service leaders can create concrete business cases for improvement projects; HR can target their training budget for maximum impact; and IT can learn what services could and should be put onto the self-service platform.
How it’s done Detailed and reliable information about what works for customers, and what doesn’t, is now available within hours of contact being made. Enormous potential. Real Time Feedback - Hilti steigert Zufriedenheit und Loyalität der Kunden | Social Insights von QuestBack. Nur zufriedene Kunden bleiben – eine Binsenweisheit. Trotzdem vernachlässigen viele Unternehmen ihren Kundenservice oder ignorieren das Feedback ihrer Kunden. Die Hilti AG geht hier einen anderen Weg und nutzt Real Time Feedback. Mit Hilfe einer Online-Umfrage erfasst das Unternehmen das unmittelbare Feedback einzelner Kunden nach einem direkten Kontakt, sei es mit der Hotline oder dem Reparaturservice. Basis dieser Online-Umfrage ist die QuestBack Enterprise Feedback Plattform.
Wohl jeder Handwerker kennt die roten Bohrmaschinen von Hilti. Die Hilti AG beliefert die Bauindustrie mit technologisch hochwertigen Produkten, Systemen und Dienstleistungen. Bereits seit 1994 misst Hilti die Zufriedenheit seiner Kunden. Direktes Kunden-Feedback Doch damit nicht genug. Hilti nutzt die Online-Umfrage in 15 Marktorganisationen, die mehr als 80 Prozent des Umsatzes ausmachen. Kundenzufriedenheit und Kundenloyalität gesteigert Die Zahlen können sich sehen lassen. Hat Dir das gefallen? Customer Experience ist auf dem Vormarsch – aber der Weg ist noch weit | Swiss CRM Studie 2012 der ZHAW | Customer Experiences That Matter.
Zum sechsten Mal führt die ZHAW ihre Trendstudie zum Status Quo von Customer Relationship Management in der Schweiz durch. Zum ersten Mal hat auch das Thema Customer Experience Management Einzug in die Studie erhalten, in der 522 CRM-Entscheidungsträger aus Schweizer Unternehmen befragt wurden. Wir freuen uns sehr darüber, dass Customer Experience als Thema immer grössere Verbreitung findet. Als CX-Pioniere durften wir unsere Gedanken und auch ein Praxisbeispiel zur Studie beisteuern. Es ist schön zu sehen, dass Verbindungen entstehen zwischen verschiedenen Disziplinen, die den Kunden ins Zentrum stellen. Wir empfehlen natürlich die Lektüre der gesamten Studie. Für einen ersten Einblick stellen wir hier schon einmal eine kurze Zusammenfassung des CX-Teils zur Verfügung. Customer Experience als Begriff wenig bekannt. Dieses positive Urteil soll gleichzeitig den Abschluss dieser Übersicht bilden. Experiential Marketing methodology is fast becoming the preferred marketing methodology for marketer.
MC-Tagung 2012: Profitieren Sie von Kundenintegration. Add a Little Chaos to Your Data. Amy Manus | June 6, 2012 | 2 Comments inShare31 Website and advertising data is black and white, but we still need a little color to truly improve performance! Data is the hot trend for 2012. With digital efforts representing more of the brand budget, there's a rush to figure out how to better optimize a fixed budget to drive bigger results.
Anyone who has been in the industry long enough knows that regardless of what the data says, looking at it in different ways can usually shed light on a good story. According to the Forrester Consulting study "Data Driven Design," digital professionals stated the most important team performance metrics were the ability to complete projects on time or faster (65 percent) and the ability to complete projects on or under budget (64 percent). There is an abundance of data available from industry, business, customer, website, advertising, and social media. Additionally, we need to ask the bigger questions. We need to push it further. Metrinomics.de | unsere Themen – unsere Diskussionen – unsere Entwicklung.
Accuracy Matters – Using Text Analytics to Drive the Cisco Customer... 8 Informative Crowdsourcing Infographics – Revealing Statistics. Crowdsourcing is one of the fastest growing online businesses on the internet. In the span of 6 years, this revolutionary concept has reached great heights and has changed the way people do business. Considering the rapid advancements in technology, the gap between professionals and amateurs has been reduced to a great extent. Top Crowdsourcing sites provide a platform to bridge the gap between professionals and clients in order to maximize mutual gains. One of the biggest impacts of crowdsourcing has been in the field of logo design where the concept of logo design contest is becoming popular. Even though the concept was invented a few years back, it has amassed great figures and statistics. For instance, thousands of creative people have been paid $1-2 billion in crowdsourcing projects so far.
That is why we bring you 8 of the most enlightening infographics that reveal some interesting statistics and information related to crowdsourcing. Schmitt on Happiness and the Customer Experience.
Genesys überwindet die Trennung zwischen Kundenservice und mobilen Apps. | Donnerstag, 17. Mai 2012 | Genesys | 534 hits Über einen "Smart Button" ermöglicht Genesys Mobile Engagement die Verbindung von mobilen Apps mit Servicemitarbeitern. Gegenwärtig gibt es schätzungsweise weltweit eine Million mobiler Apps; mit 40 Milliarden Downloads. Dadurch müssen Kunden, wenn sie Fragen haben oder Unterstützung benötigen, ihre Mobile-App verlassen und das Service Center über die Nummer, die ihnen von der App angeboten wird, anrufen. Genesys Mobile Engagement ermöglicht es Unternehmen, die Hürden zu überwinden, die bisherige isolierte mobile Apps darstellen. So werden Applikationen für mobile Kunden gezielt personalisiert. Hintergrund:Smartphones und mobile Anwendungen gewinnen zunehmend an Bedeutung als Kundenkontaktpunkt.
Eine erfolgreiche mobile Kundenbetreuung benötigt einen nahtlosen Übergang zwischen Selfservice-Applikationen und Live-Unterstützung. Die erste Version dieser Lösung zeichnet sich durch folgende vier Funktionsmerkmale aus:
Www.business.uzh.ch/professorships/marketing/forschung/execsumdiplarb/KundenintegrationTB.pdf. Research World Connect. Agile Management | NOOP.NL. Call Center Analytics and Action.