Although there is increasing attention for the Customer Effort Score, an “alternative” to the Net Promoter Score, introduced by the CEB (Corporate Executive Board), many questions about it, as well as discussions comparing NPS and CES, remain.
https://www.i-scoop.eu/customer-effort-score/
When consumers are not on Facebook, they are probably on Twitter, Instagram or LinkedIn. They are constantly online. This is the reality today and marketers have adjusted by jumping into the ‘digital transformation’ bandwagon to keep pace with their consumers at every stage of their journey.
https://www.martechadvisor.com/articles/web-contentexperience-management/are-consumer-insights-and-behavior-transforming-marketing-and-creativity/
By 2020, targeted ads based on demography will be replaced with personalized ads for each consumer on each device.
http://www.afaqs.com/news/story/51382_What-can-we-expect-from-Advertising--Marketing-in-2020/
How to deal with negative social comments and new ways to manage loyalty programmes are two of marketers’ most widely discussed topics at this year’s Customer Engagement conference, Angel Tang reports.
http://www.marketing-interactive.com/a-checklist-for-customer-engagement-in-2017/
In the book, Gingiss does a great job of first defining social media customer care and making a case for its importance. He then lays out an action plan for companies large and small to support customers. In this article, I’ll take just a few moments to share my three favorite insights from the book before encouraging you to read it for yourself.
http://customerthink.com/3-insights-from-winning-at-social-customer-care-by-dan-gingiss/
Email, social media and eCommerce. Smartphone, tablet, laptop and addressable TV. Today, the average person will interact with up to seven screens on any given day.
For marketers and businesses trying to reach customers, that means seven opportunities for a message to get lost in translation, seven windows for the customer to see a redundant message and lose interest, and seven screens for the marketer to lose track of their customer.
https://www.equities.com/news/why-is-customer-journey-tracking-so-difficult/
I had the honor of writing the forward to the book "The Digital Helix" by Michael Gale and Chris Aarons coming out in October on the steps leadership must take to successfully manage large, complex organizations through the changes required by digital transformation. The following offers a perspective from book author Michael Gale on Digital Transformation and the rise of AI and automation in marketing:
https://www.forbes.com/sites/brucerogers/2017/08/28/is-digital-the-end-of-humans-in-marketing/#52fe8c306be4/
If one were to place a lot of stock in what is written about millennials, it would be easy to believe the generation is all in its mid twenties, drifting in and out of meaningless jobs. The reality is that couldn’t be further from the truth. Some millennials today are well into their thirties. Many, even the younger ones, are established into their careers. Millennials are now in leadership roles or emerging into those roles.
https://www.forbes.com/sites/kimberlyfries/2017/09/25/5-reasons-why-millennial-leaders-need-performance-feedback/#664081bb6cbd/
Many Indian BFSI players have started embarking on the Digital Transformation journey. One of the leading mutual fund houses in India was facing challenges with a large number of investors and distributors which led to problems of concurrency and a poor customer experience
http://www.moneycontrol.com/news/business/startup/how-digital-transformation-via-cloud-apps-is-changing-personal-banking-2397041.html/
If management isn’t focused enough on the key role of customer service and doesn’t take into account the input of frontline staff, the bottom line is at risk.
https://www.i-scoop.eu/employee-engagement-customer-correlations-considerations/
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