Recientemente se han publicado los datos de los Best Customer Experience Awards Spain 2012, el primer ranking en España centrado en la Calidad, Atención al Cliente y Experiencia de Compra, donde más de 2.000 consumidores han elegido a las 500 mejores empresas en España y mediante un riguroso proceso de investigación de mercado, se han testado sus canales de atención. Empresas como Apple,Nespresso o Coca-Cola lideran el ranking en España en su primera edición, que se celebra en más de 10 países con gran interés y expectación.El estudio revela claves interesantes como que las empresas y marcas líderes de los sectores bancario, restauración y moda son las mejor valoradas en su conjunto. Mango, Nespresso yPhoneHouse son tres claros ejemplos de una atención al cliente innovadora en punto de venta donde cuidan hasta el más mínimo detalle la satisfacción del cliente.Por otra parte, existe un ligera contradicción entre lo que los consumidores expresan en una primera encuesta de percepción y la realidad con las evaluaciones y tests a los establecimientos a través de Mystery Shoppers y evaluaciones de sus canales de Atención al Cliente. Empresas como Audi, Starbucks o McDonald’s son las más citadas en recomendación a amigos o familiares. Sigue leyendo →
The ability to increase business value through innovation is a critical success driver for most organizations. The markets that we operate in provide both opportunity and risk from an innovation perspective as they are rapidly changing. This article takes a look at a useful framework; The Innovation Diamond™, that examines the complexity and addresses some of the challenges in product innovation.
Markets provide opportunities if we get it right and threats if we do not, particularly given the intense competitive nature of most industries. Our quest to realize innovation results is further complicated by the complexities involved for most firms – the sheer number of players to potentially coordinate with in the value chain; rising costs; margin erosion; increasing regulatory, customer and consumer demands; evolving business models; shorter cycle times; and new sources of competition, just to name a few.
The good news is that if you can get it right, you stand to gain a competitive advantage and will reap the benefits of increased revenue and profits.
The good news is that if you can get it right, you stand to gain a competitive advantage and will reap the benefits of increased revenue and profits. Hence, the lure of identifying new growth opportunities, increasing volumes and market share, securing a competitive advantage, improving margins and strengthening brand loyalty, provides a powerful incentive to be successful at product innovation. However, the challenges that organizations face do not make this easy. Developing new products and technologies is consequently one of the more complicated initiatives an organization can undertake.
Take for example the telecom market wars occurring over the past year. Samsung and Apple have emerged as two clear winners that have been able to leverage powerful innovation machines. The competition (Nokia and Research in Motion) have stumbled badly in their respective innovation capabilities and ultimately paid the price in the marketplace.
A useful framework to help achieve better results from product innovation efforts Sigue leyendo →
After several years as a devoted Apple iPhone user, I have been tempted by the dark side — I am considering giving up my beloved iPhone for an Android device, and the main attraction is the openness of the ecosystem that Android takes advantage of. If you don’t like personal stories about infidelity, please read no further. After being in love with my iPhone for several years now, my attentions are increasingly being pulled elsewhere — and I’m not fighting it. I’ve been an iPhone fan ever since I first got my hands on one: it instantly made my BlackBerry feel like an ugly brick that was designed by orangutans. All I wanted to do was hold it forever, and that’s almost exactly what I’ve done since I first got one — until, that is, I switched to using an Android phone over the holidays.
I didn’t decide to try an Android phone because I was dissatisfied with Apple or the iPhone — in fact, I still think the iPhone is one of the best-designed and most appealing products of any kind that I’ve ever used. I have a MacBook Air and an iPad that I also love using, and I recommend them whenever I get the chance. But I will confess that I have been looking enviously at Android phones for a little while, after seeing friends like my GigaOM colleague Kevin Tofel using them and then borrowing one last fall for a trip to Amsterdam for our Structure: Europe conference.
Part of what I was interested by was the larger screens on the Nexus and other phones — I like to read webpages and other documents and look at photos on my phone, so more screen real estate was appealing. But I was also interested in the openness of the Android ecosystem, and whether that would be a benefit compared to the walled garden that Apple runs for iOS.
Apple’s garden is beautiful — but the walls aren’t
There’s no question that Apple’s garden is beautiful, as walled gardens go, and it is extremely well-maintained; nasty or disturbing apps are kept out, and everything is checked to make sure it works properly, and that is definitely a big benefit. In other words, the bars are hard to see behind all those beautiful flowers. But in some cases, useful things are kept out as well, whether it’s content or applications — or ways of integrating with other networks and services that maybe don’t meet Apple’s standards (or aren’t willing to pay Apple for the privilege).
Here’s one anecdote that sums up the differences between the two platforms for me: when I took a photo with the Android phone (a Motorola Razr HD), it suddenly occurred to me that maybe I could beam it to my TV somehow — I have a media hub from Western Digital that has all my photos on it, and usually I have to copy the pictures from the iPhone to a computer with iTunes and then share them with the WD hub. But I figured maybe I could beam them from the Android because the hub is a DLNA device (DLNA is kind of the open version of Apple’s AirPlay standard for wireless networking). Within five minutes, I had downloaded an app that beamed my photo to the WD hub, and we were looking at it on the TV. I did the same thing with a YouTube video. Sigue leyendo →
Los titulares no dejan lugar a dudas: «Comienza la era phablet», «Losphablets son el futuro de los dispositivos móviles», «La phablet más fina y a un precio razonable» e, incluso, con ansiedad comprensible, «¿Veremos unphablet de Apple?». A lo que un despistado podría añadir: «Si no es mucha molestia, ¿alguien me explica qué es un phablet?».
Por supuesto, basta una consulta rápida para averiguar que esta palabra se emplea al designar a aquellos dispositivos móviles que combinan las prestaciones de un teléfono (phone) y una tableta (tablet). El resultado, no obstante, no es por completo castizo.Concretamente de términos que aspiran a traducir la voz inglesa original: ¿tabletófono?, ¿tablófono?, ¿alguien apuesta por tebleta o telebleta? Sigue leyendo →
In business today, “user experience” (or UX) has come to represent all of the qualities of a product or service that make it relevant or meaningful to an end-user — everything from its look and feel design to how it responds when users interact with it, to the way it fits into people’s daily lives. You even people talking about UX as the way in which a consumer connects to a business — all the touch-points from marketing to product development to distribution channels.
It’s the “new black,” to borrow from a fashion phrase — as well as a reference to its influence on profitability.
The value of UX as a corporate asset is no longer in question. Just look at the
$1 billion price tag paid by Facebook for Instagram, whose primary asset is not technology, but the best photo sharing UX in the business (and some of the best UX talent as well). Look at the recent Apple vs. Samsung judgment: 93% of the damages were related to design patents that define the iOS user experience. The growing appreciation of the value of UX is not restricted to consumer-facing tech companies, like Google with their new focus on unified design or Microsoft Windows 8 with its sleek new “Metro” design language. At frog, we hear the same things from executives in financial services, healthcare, and infrastructure. Companies like GE and Bloomberg are recruiting leading designers to build UX capabilities at a corporate level. We even hear it from our clients in the international market, such as regional telecommunications companies, who see a “unified user experience strategy” like Apple’s as a sign of status.
The recognition of UX’s importance seems to be slowly sinking into corporate culture the way “brand” did a decade ago. >>> Sigue leyendo →
JOBS,the independent film about former Apple CEOSteve Jobs, will arrive in theaters in April, the movie’s distributors announced Thursday.The film — not to be confused with the one Sony Pictures is creating based on Walter Isaacson’s biography of the late tech luminary — will star Ashton Kutcher as Jobs and is stillslated to premierethis month on the closing night of the Sundance Film Festival.Along with the April release date, distributors Open Road Films and Five Star Feature Filmsreleased this deeper synopsisof thejOBSon Thursday:
Directed by Joshua Michael Stern, written by Matthew Whitely, shot by Oscar- winning cinematographer Russell Carpenter and produced by Mark Hulme,jOBSdetails the major moments and defining characters that influenced Steve Jobs on a daily basis from 1971 through 2000.jOBSplunges into the depths of his character, creating an intense dialogue-driven story that is as much a sweeping epic as it is an immensely personal portrait of Steve Jobs’ life. The filmmakers were granted unprecedented access during shooting to the historic garage in Palo Alto, that served as the birthplace to Apple Inc.
The Sundance Institute shared thejOBSpromo image (above) in December. It is a play on this photograph of Jobs on desk during his early Apple days.
Steve Jobs demos Apple Macintosh, 1984 (video) Sigue leyendo →
Fulton Innovation comes to CES each year armed with the latest tricks in the field of wireless charging, and this year is no exception. Starting things out with a bang, the purveyor of all things Qi will be on-hand to demonstrate its newest feat: the ability to charge your Qi-compatible phone… on the back of a tablet. Indeed, your 7- to 10-inch slate may someday be able to double as its own wireless charging mat, allowing you to feed battery from your tablet to your smartphone just by holding the two devices back-to-back >>> Sigue leyendo →
As the year comes to a close, it’s the perfect time for reflection. And as marketers, that means we can’t help but think about how our strategies took shape, how we adapted our tactics and techniques, and of course, how successful they all were.
But it’s not enough just to think about how our owncampaigns performed; we should also think about what our fellow marketers did so we can apply their lessons to our future campaigns, too. And let me tell you: The year 2012 brought us some of the most exciting and memorable marketing campaigns. With the Olympics and the presidential election under our belts, 2012 was undoubtedly an exciting year for news, and a lot of that excitement spilled over into campaigns in the marketing industry. Some companies focused on leveraging social media, while others did things that were a little bit more unconventional. Whatever their strategy, the following 10 companies’ campaigns were truly memorable to us, and they’re definitely worth a second look.
Proctor & Gamble: Thank You, Mom
On Mother’s Day 2012, P&G launched a campaign called “Thank You, Mom.” Throughout the campaign, P&G featured Olympic athletes training from a young age, and emphasized the impact their mothers had on their lives. The “Thank You, Mom” campaign also included the “Raising an Olympian” video series to highlight specific athletes’ experiences.
For a company whose products or services aren’t directly related to sporting goods, P&G generated more coverage for this campaign than a lot of other companies like Nike whose products relate directly to the Olympics. Each “Raising an Olympian” video received close to 1 million views, andthe main “Thank You, Mom” video received about 53 million views. Impressive!
Marketers can learn a lot from P&G’s example. Through their effective use of newsjacking, they not only leveraged the popularity of a major, worldwide event, but they also stayed true to the lifestyle of their brand and the audience they cater to. As a result, they were also able to attract a lot of media coverage and thus, reach a global audience. When you’re coming up with your next marketing campaign, think about ways you can expand its reach to more people. Could newsjacking be one of them?
Samsung GALAXY S III: The Next Best Thing Is Already Here
In the summer of 2012, Samsung announced the launch of its newest phone, the GALAXY S III. Around the same time, Apple was also planning the launch of its iPhone 5. Bad timing, eh? So how did a company like Samsung break through the noise of one of the most popular brands around — especially considering it was also a direct competitor? Samsung created a campaign called “The Next Best Thing Is Already Here,” which was very careful not to mention Apple by name while making it obvious that Samsung’s product was superior to the iPhone 5.
So was it successful? After just one day on the web, the video had been shared 99,294 times, and it generated 2.3 million views. And after three months, it had generated over 17 million views – and was also being shown in movie theaters.
Samsung was strategic in the making and marketing of this video. First, they focused on the true feature differentiation between the two products; something that every potential buyer cares about but is not always emphasized in brands’ marketing. Samsung also made great use of humor to poke fun at Apple addicts in a playful way. And again, while they didn’t even mention the Apple or iPhone name, they made it very obvious to anyone watching that it was the brand they were comparing themselves to. Too often, marketers attack their competitors directly to show their differentiation — which is not something that looks very professional to potential buyers. Think about ways you can show your superiority over competitors while still keeping it clean, like Samsung did.
Por Rachel Emma Silverman | The Wall Street Journal Americas
Vía arriverrhh.com.ar
Es probable que en los minutos que le tome leer este artículo haga una pausa para revisar su celular, responda un mensaje de texto, lea un correo electrónico o eche un vistazo a los mensajes en Facebook o Twitter. También podría ser distraído por la conversación sobre el hijo pequeño de un colega o un compañero de trabajo podría detenerse en su escritorio para hacerle una pregunta rápida.
La distracción en la oficina no es nada nuevo, pero conforme se multiplican las pantallas y los gerentes presionan a los empleados para que hagan más con menos, las empresas indican que el problema se está agudizando y está afectando sus negocios.
Muchas compañías se están percatando de que, al menos parcialmente, tienen la culpa.
Plataforma Android de Google sigue dominando el mercado de sistemas operativos con el 53,6%, Apple está firmemente en segundo lugar en un 34,3%, con RIM que pierde más cuota cada vez, pero aún así el tercer lugar con un 7,8%. Android y Apple son las plataformas de crecimiento sólo en este momento, Windows Phone se espera que comience a mostrar el crecimiento de Windows Phone 8, RIM comienza su regreso BB10 en febrero de 2013.
A pesar de los mejores esfuerzos de producción y comercialización, parece que cada vez es más difícil para cualquier otro fabricante producir un dispositivo que tenga un impacto masivo, como el iPhone y los dispositivos Galaxy.
¿Qué se necesita para crear un cambio en el mercado?Sigue leyendo →
Algunas de las firmas más importantes del mundo se originaron en el fondo de un hogar y lograron expandirse a niveles insospechados. Conozca cuáles son
Por
Comenzaron en un garaje y crecieron hasta cruzar las fonteras de sus países.
De hecho, se convirtieron en grandes negocios que actualmente son inmensas fábricas donde se define parte de la economía global.
En la actualidad las utilidades de esas compañías, según Eurobrands, superan los u$s344 mil millones, cifra que sacaría de apuros a cientos de empresas en crisis.
1. Apple Comenzó en el garaje de la casa de Steve Jobs a mediados de los años 70s.
El padre de Steve, Paul Jobs, tuvo que sacar sus herramientas para que su hijo pudiera trabajar con Stephen Wozniak en el diseño de los primeros aparatos de Apple.
Actualmente es la empresa más valiosa del mundo y cuesta u$s130 mil millones.
El modelo 1 fue diseñado y construido por Steve Wozniak, y comercializado después por el propio Wozniak y Steve Jobs a través de una cadena de electrónica
Por
Una casa de subastas alemana ha anunciado la venta por casi medio millón de euros de una Apple 1, la primera computadora vendida por el fallecido Steve Jobs.
Según Uwe Rechner, portavoz de la casa de subastas Auction Team Breker, el precio pagado marca un nuevo récord para computadoras de ese tipo. La identidad del comprador se mantiene en secreto. Sigue leyendo →
Fuentes de la red social han comentado que la oferta de dispositivos del sistema operativo móvil de Google ha mejorado en prestaciones
Por
Facebook quiere que las tendencias del mercado se reflejen primero en su propia casa.
Por ello, la mayor red social de Internet ha lanzado una campaña entre sus empleados en la que les pide que cambien su iPhone por un “smartphone” Android. Sigue leyendo →
Know that feeling of helplessness you get when you think you might have lost your phone? The sheer terror of thinking you might have lost all your contacts, photos, text messages – your very lifeline?
The good news is that you can take precautions against this unpleasant scenario. Many mobile apps offer features that protect your phone and can even help you retrieve it if it was lost, stolen or accidentally taken. Here are the five top recommended apps to consider:
This app uses geo-location to search for a lost or stolen device and accurately track down its whereabouts. But that’s not the only way it can help. The Android version allows you to remotely lock your mobile device and delete personal information. This way, if your Smartphone falls into the wrong hands, you can prevent them from causing real harm.
Another treat for Android users is remote messaging with your phone, so you can communicate with whomever has it. iPhone users get another great feature that lets you activate a loud alarm sound when you fear for your Smartphone’s fate.
Tim Cook, presidente de Apple, es el titular de empresas mejor pagado de EEUU junto con Larry Ellison, fundador y presidente de Oracle, según una clasificación divulgada el martes por la cadena financiera CNBC.
La remuneración de Cook, de 52 años, alcanza los 95 millones…
After I became a citizen, I felt freer to say what I thought about this country, both negative and positive. I think I had been, consciously and subconsciously, biting my tongue in the past.
Robert MacNeil
“A great photograph is a full expression of what one feels about what is being photographed in the deepest sense, and is, thereby, a true expression of what one feels about life in its entirety.” ~ Ansel Adams
Alimentación, ocio y negocios, ALOYN, es un Grupo dirigido a Directivos y Propietarios de empresas, interesados en el mundo de la industria de alimentación y bebidas. Tanto por la parte de la industria productora como por la parte de la industria consumidora y/o distribuidora (Distribución Comercial, Horeca, Vending, Venta Directa, etc). También nos interesan las actividades ligadas al agroturismo y el enoturismo como magníficas actividades de promoción y difusión de la cultura gastronómica.
