329 Articles found for subject: Customer Related

Thanks to the increasing availability of AI, including machine learning algorithms, deliberately creating customer data feedback loops is now possible for most products and services. This means that as a firm gathers more customer data, it can feed that data into machine learning algorithms to improve its product or service, thereby attracting more customers, generating even more customer data. For some products, it is easy; … [ Read more ]

Content: Article | Authors: Andrei Hagiu, Julian Wright | Source: Harvard Business Review | Subject: Customer Related

Personalization based on customer attributes and behavior is a familiar concept among marketers, and artificial intelligence is making it increasingly effective. AI-based hyper-personalization employs both sophisticated methods and far more data than previous methods and is far more precise as a result. Thomas H. Davenport discusses the role of AI in personalization as well as the growing backlash against personalization fueled by data privacy concerns. … [ Read more ]

Content: Article | Author: Thomas H. Davenport | Source: Management and Business Review (MBR) | Subjects: Customer Related, IT / Technology / E-Business, Marketing / Sales

When is the last time you took stock of your customer base? Two marketing and data experts say it’s due for a systematic review.

Content: Article | Authors: Anita Balchandani, Michael Ross, Peter Fader | Source: McKinsey Quarterly | Subjects: Customer Related, Marketing / Sales

In an excerpt from their book ‘The Customer-Base Audit,’ Peter Fader, Bruce Hardie, and Michael Ross ask critical questions to help you gauge how much you really understand about your customers’ buying behavior.

Content: Article | Authors: Bruce Hardie, Michael Ross, Peter Fader | Source: Knowledge@Wharton | Subject: Customer Related

When Raymond Loewy arrived in Manhattan, U.S. companies did not yet worship at the altars of style and elegance. That era’s capitalists were monotheistic: Efficiency was their only god. American factories—with their electricity, assembly lines, and scientifically calibrated workflow—produced an unprecedented supply of cheap goods by the 1920s, and it became clear that factories could make more than consumers naturally wanted. To sell more stuff, … [ Read more ]

Content: Article | Author: Derek Thompson | Source: The Atlantic Monthly | Subjects: Customer Related, Marketing / Sales

Need to call Facebook? Frontier? Good luck.

Content: Article | Author: Emily Stewart | Source: Vox | Subject: Customer Related

How does a business start with customer journey mapping? Before attempting any customer journey map exercise, organizations must answer two questions.

• Are we a customer-centric organization?
• Is customer experience a measured focus of our business?

Assuming the answer is yes to those questions, the next step is to build out journey maps using the following general framework.

Content: Article | Author: Mike Turner | Source: MarketingProfs | Subject: Customer Related

Great customer service is the holy grail of sales. When customers feel satisfied, they spend more money and are more likely to come back. Happy customers write positive reviews online and share their experiences through word of mouth. But great customer service is also really hard. Shoppers complain that sales associates aren’t listening to them or are just going through the motions.

There is a simple … [ Read more ]

Content: Article | Author: Jonah Berger | Source: Knowledge@Wharton | Subject: Customer Related

Thanks to digital technologies and digitally savvy customers, companies across industries can create a customer experience unlike anything ever seen before. CEOs, take note: this could be the biggest growth opportunity to come along in decades.

Content: Article | Authors: Bharat Poddar, Karen Lellouche Tordjman, Rob Bell, Yogesh Mishra | Source: Boston Consulting Group (BCG) | Subject: Customer Related

These are one of the most used heuristics for User Interface Design. They were developed by Jakob Nielsen together with Rolf Molich in the early 90’s. The final set, which you see here, was released by Nielsen in 1994.

Content: Article | Author: Jakob Nielsen | Subject: Customer Related

The Job Map reveals a stable strategy to drive growth through innovation: get the entire job done on a single platform.

Content: Article | Author: Tony Ulwick | Subject: Customer Related

Companies need a plan for transforming their current operating model to a customer-centric one. Many moving parts make up customer centricity — from having a clear customer engagement strategy to talking with customers to creating a plan of action.

Developing this model comes down to four phases, which Gallup has categorized as discovery, diagnostic, analytic and sustainment. Within each of these phases, Gallup has also identified common tasks … [ Read more ]

Content: Article | Authors: AMY ADKINS, Ed O’Boyle | Source: Gallup Management Journal | Subject: Customer Related

This briefing explores what convenience truly means to consumers and the implications for brands seeking to embrace convenience as core to their DNA.

Content: Article | Author: Katie Thomas | Source: Kearney | Subject: Customer Related

When done the right way, customer engagement can turn into a lucrative opportunity.

Content: Article | Authors: Christoph Senn, Noel Capon | Source: INSEAD Knowledge | Subjects: Customer Related, Marketing / Sales

Email automation was sent from Marketing Heaven. Without it, drip campaigns and email sequencing would be nigh impossible, no matter what you are trying to achieve with it. Whether you’re a marketer, a lead-nurturer, or a sales pitcher, you know the value of email automation.

However, you can have too much of a good thing. In your quest for an easier working day, the steady drip-drip-drip … [ Read more ]

Content: Article | Author: George Rowlands | Source: MarketingProfs | Subjects: Customer Related, IT / Technology / E-Business, Marketing / Sales

Think holistically about how people are interacting with your brand — and invest accordingly.

Content: Article | Authors: Patricia O’Connell, Thomas A. Stewart | Source: strategy+business | Subject: Customer Related

Optimizing service after the sale in the world of physical goods can have a significant impact on reducing field service costs.

Content: Article | Authors: Ben Henkes, Colin Glasgow, Jim Pearce, Sumeet Ladsaongikar | Source: Kearney | Subjects: Customer Related, Operations

Most leaders say they’re customer-centric, but if everything they measure is company-centric, how could that be true? Revenue, growth, and similar Key Performance Indicators (KPIs) measure how customers are performing for the company. But organizations that wish to be customer-centric (and maximize growth) must also measure how the company is performing for its customers.

Content: Article | Author: Gene Cornfield | Source: Harvard Business Review | Subject: Customer Related

Since its introduction in Harvard Business Review, 16 years ago, the Net Promoter Score, or NPS, has become a foundational business metric. Based on a single question—On a scale of 0 to 10, how likely are you to recommend our company?—it’s a simple way to get a quick read on consumer sentiment, and it’s been widely embraced in the marketplace. Many leading companies have embedded … [ Read more ]

Content: Article | Author: Christina Stahlkopf | Source: Harvard Business Review | Subject: Customer Related

Getting the most bang for your email marketing buck requires a little creativity. So think outside the newsletter, and try out these 14 email marketing tactics.

Content: Article | Author: Eric Goldschein | Source: MarketingProfs | Subjects: Customer Related, Marketing / Sales