We opened a discussion thread on Case Study: How Barclaycard Helps Customers Manage Their Spending . I am interested in your thoughts and can answer any questions raised by the document.
Case Study: How Barclaycard Helps Customers Manage Their Spending
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What File Sync And Share Customers Have Learned
We opened a discussion thread on What File Sync And Share Customers Have Learned . I am interested in your thoughts and can answer any questions raised by the document.
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Re: The Business Impact Of Customer Experience, 2013
Great questions both. There are a few things that can impact the magnitude of the number but the biggest one is the assumptions in the model.
This is - in fact - a model. It is looking at the potential business impact for a sample company based on a sample set of assumptions about that company's size, revenue per customer, and other variables. For wireless service providers we assume in the model a company with 82 million subscribers. If we were to change that assumption to a smaller carrier, say one with 10 million subscribers, the number would come down to $166 million.
Simiarly, we make assumptions about the amount a typical consumer spends on wireless service, airline tickets, insurance, etc. Maxie and her team updated the assumptions in this year's model which are going to affect the numbers.
If some industries have similar numbers it is likely because of a variety of these factors coming together. For example, the insurance and TV service provider numbers are very similar but the underlying assumptions are very different. For all of the specific details see the interactive model that sits behind Figure 3. You can also find that version of the model by clicking on the "Download" button above Figure 3 and choosing to download the "XLS" version of that graphic. All of the assumptions for each industry are on a tab there for you to view and change to test out different scenarios.
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Re: The Business Impact Of Customer Experience, 2013
The correlations represent the strength of the relationship between how customers rate a company on the CXi and their loyalty scores. The scores themselves can go up or down without impacting these correlations if the relationship between those scores and loyalty remains the same.
As for the numbers in the model going up, please see my post on the other comment below.
(Note...I'm responding on Maxie's behalf while she is out on leave. She'll be back in late August.)
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Re: The Forrester Wave™: Enterprise Service Bus, Q2 2011
Has anyone come across the ESB implementation in the Hospital provider space ? Thanks
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The Rise Of Personal Communications
We opened a discussion thread on The Rise Of Personal Communications . I am interested in your thoughts and can answer any questions raised by the document.
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Establish Your Content Marketing Life Cycle
We opened a discussion thread on Establish Your Content Marketing Life Cycle . I am interested in your thoughts and can answer any questions raised by the document.
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Re: Establish Your Content Marketing Life Cycle
Thanks for a very insightful report, Peter. I appreciate this and your other reports on content marketing.
The model in Fig 1 is very helpful for planning. I need some help with the x-axis in Figure 1 where you're showing the scale from high intrinsic value/low knowledge transfer to low intrinsic value/high knowledge transfer. Wouldn't the intrinsic value move from low to high as you move from product functions to business transformations?
Appreciate your guidance on this.
Thanks again for a helpful report.
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Re: Measuring NPS through multiple tools
Hello,
There will be differences because you are evaluating different moments of the customer life cycle, it is pretty normal to happen this way.
I have found some very interesting reports here on Forrester regarding NPS I am sure they will be vey hepful.
Best,
Karla
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Interview With A BPM Executive: Susan Watson, VP Of Process Simplification, IBM
We opened a discussion thread on Interview With A BPM Executive: Susan Watson, VP Of Process Simplification, IBM . I am interested in your thoughts and can answer any questions raised by the document.
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Re: The Anatomy Of An Operating Model
Interesting discussion - i believe we need to incorporate a couple more considerations in to the discussion as it winds around what each of believe EA should or should not encompass and where BA fits in the picture. (also - I promise to actually go read the article later today - this is just a reaction to some of the discussion thread that I saw before diving in to my workday.)
I believe we need to consider the nature of our own experience and the filter that puts on our thinking - for example (no negative meant here so hopefully none is taken - I used to consult full time) if one is works in one field and has for quite some time, that will introduce additional factors or perspectives that may drive one to a given view such as where BA or EA should live and what it should or should not encompass. The second consideration is that of the legacy and perception of what EA and BA have been and what has happened to each over time.
Perhaps we might turn the clock back toward the early Zachman discussions about EA for a view on what was originally meant - look at who initially took up interest and how that drove the growth and direction of EA. That and the state of affairs today, speaks volumes about how BA and EA are viewed (in general of course as the situation and relationship tends to be different almost everywhere I go).
Brian
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Re: Evolve From Search To Discovery Marketing
Thanks for this insight, Lizzy. The world of search is ever-changing, and your POV is spot on. It's hard, though, for businesses, agencies, and brand to stay current with change. Hard stops or change overs to new process seemingly just occur and teams adjust only to have to go through the process of change again. Some tools and platforms can do the heavy lifting, but teams still have to adjust. Maybe the next perspective you offer is on how to manage through these changes? Thanks again for pulling this together.
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Navigate The Limitations Of Public Cloud Agreements And SLAs
We opened a discussion thread on Navigate The Limitations Of Public Cloud Agreements And SLAs . I am interested in your thoughts and can answer any questions raised by the document.
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Re: Marketing Strategies and Customer Experience
Hi Dharanidhar -
All good questions. Here's our perspective at Dynamic Signal - answers below.
1. In your opinion, how can a company implement its marketing strategies to achieve a customer centric approach and deliver a great customer experience?
It starts with developing your entire business & marketing strategy with the customer as the focus. Modern marketing is multi-channel and multi-touch. Brands need to both reach customer on all relevant channels (social, mobile, web, traditional media, in-store, etc.) but also engage the consumer in an authentic fashion. That requires thoughtful planning regarding the customer journey as well as cross functional coordination across sales, marketing, operations, support, product design/development, retail, etc. It also requires an investment in new technologies that can optimize the customer experience. As brands realize the effectiveness of new customer-driven channels like social and mobile, they will need to invest in the right technologies to authentically reach, manage and scale 1 to 1 marketing & customer relationships.
2. In your opinion, what are the key processes involved in building a marketing strategy that delivers a great customer experience?
Some of what I mentioned above. Key is developing an integrated strategy, mapping/planning the customer journey and all of the channels/touchpoints, understanding your customer personas and the experience they expect from you, etc.
3. What should a company do to enable and empower its employees and ensure that it offers great customer experiences? (OR) What are the key attributes of a successful internal marketing strategy?
My favorite question! Brands often overlook the obvious opportunity of partnering with and empowering employees to both market for the brand and to provide great customer experiences. Dynamic Signal's platform, VoiceStorm, helps brands to partner with their employees and customers, empowering them to become advocates for the brand. Our customers leverage our platform to not only communicate with employees and keep them informed and relevant, but also enables those employees to promote their brand in an authentic way. Internal marketing on our platform is made easy, because you can communicate marketing strategy and effectively manage change in a dynamic business environment. By ensuring employees are on the same page, you enable them to support your brand story and message through their personal social networks including LinkedIn, Twitter, Facebook, Youtube, etc. where they can reach & influence large audiences of prospects, customers and job seekers resulting in measurable increases in brand awareness, reach and revenue.
4. How do you define a successful synergy between internal and external marketing strategies?
By implementing an employee advocacy platform, you can ensure alignment between your internal & external marketing initiatives. Employee Advocacy provides the most effective way of reaching and engaging your employees with important communication about your marketing strategies & brand messaging, positioning & campaigns. Employees can then participate by sharing & promoting your brand story, messages, content & campaigns through their social networks help you simultaneously expand your reach & relevancy. Here's a quick video explainer on our employee advocacy solution.
I hope my thoughts above help. If you'd like to discuss further, don't hesitate to reach out to me directly via LinkedIn or email (ajay@dynamicsignal.com).
Cheers,
Ajay
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Demand Innovation From Your Workplace Services Supplier
We opened a discussion thread on Demand Innovation From Your Workplace Services Supplier . I am interested in your thoughts and can answer any questions raised by the document.
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The Workforce Experience Ecosystem: Engagement, Productivity, And Customer Impact
We opened a discussion thread on The Workforce Experience Ecosystem: Engagement, Productivity, And Customer Impact . I am interested in your thoughts and can answer any questions raised by the document.
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Ten Myths And Realities Of The Software Market In 2013
We opened a discussion thread on Ten Myths And Realities Of The Software Market In 2013 . I am interested in your thoughts and can answer any questions raised by the document.
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IT's Role In Winning Customer Experience
We opened a discussion thread on IT's Role In Winning Customer Experience . I am interested in your thoughts and can answer any questions raised by the document.
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It's Time To Raise The Bar With Analytics
We opened a discussion thread on It's Time To Raise The Bar With Analytics . I am interested in your thoughts and can answer any questions raised by the document.
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Wanted: Mobile Engagement Providers
We opened a discussion thread on Wanted: Mobile Engagement Providers . I am interested in your thoughts and can answer any questions raised by the document.
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