Touchpoints Bring the Customer Experience to Life

In the first two pieces in this series we looked at defining customer experience, and using a customer journey map to gain more insight into how customers engage with your organization. A customer journey looks at things entirely from the customers’ point of view:; their actions, goals, questions, and barriers over time. In this installment we’ll look at a framework for understanding how your organization supports the customer throughout that journey. This is accomplished by orchestrating touchpoints — a touchpoint being any interaction point between the customer and your brand.

Being creative with how you think about the touchpoints along the customer journey can yield surprising benefits. For example, in the car insurance customer journey, one of the stages — if you’re unlucky — is getting in an accident and having to report a claim. With most insurance companies this is a complicated and poorly-defined process that takes place at a traumatic time.

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by Adam Richardson
http://blogs.hbr.org/cs/2010/12/touchpoints_bring_the_customer.html

In the first two pieces in this series we looked at defining customer experience, and using a customer journey map to gain more insight into how customers engage with your organization. A customer journey looks at things entirely from the customers’ point of view:; their actions, goals, questions, and barriers over time. In this installment we’ll look at a framework for understanding how your organization supports the customer throughout that journey. This is accomplished by orchestrating touchpoints — a touchpoint being any interaction point between the customer and your brand.

Being creative with how you think about the touchpoints along the customer journey can yield surprising benefits. For example, in the car insurance customer journey, one of the stages — if you’re unlucky — is getting in an accident and having to report a claim. With most insurance companies this is a complicated and poorly-defined process that takes place at a traumatic time. And for insurers it is also a time of risk because a significant number of claims are fraudulent — the accident never happened. Progressive Insurance rethought this step of the journey and introduced a new touchpoint — their now-famous white vans show up at the scene of the accident as soon as it’s reported. This helps the customer feel taken care of at a stressful moment, and it minimizes the possibilities for fraud because the accident can be verified. (I’m endebted to Frances X. Frei, who wrote about Progressive in this HBR article, and revealed the insights about the dual benefits of its operational choices.) Leer más “Touchpoints Bring the Customer Experience to Life”

10 Social Media Marketing Ideas That The Experts Are Talking About

Social media is empowering startup brands and forcing established brands to create new measures of success for their campaigns. The day and a half I spent at the Social Media Strategies conference was a buffet of problems, solutions and more than a few predictions of what lies ahead for the advertising industry in the rapid evolving social media landscape.

My takeaways include restatement of social media marketing basics worthy of repetition and some fresh ideas for you to consider as you move your campaigns forward.

#1 — Social media is motivating brands to provide more responsive customer service

Several speakers expressed that it is essential that brands monitor social media conversations for complaints about their brands and suggesting the right “formula” of on-platform and behind-the-scenes resolution. It’s great that a consumer can voice his or her grievance on Twitter and get a rapid response. It stinks that so many brands have been failing for years to provide this respect for its customers via its support channels. If brands provide better service in response to a tweet than to a phone call, are we going to inadvertently create a culture of public “whining”?



Social media is empowering startup brands and forcing established brands to create new measures of success for their campaigns. The day and a half I spent at the Social Media Strategies conference was a buffet of problems, solutions and more than a few predictions of what lies ahead for the advertising industry in the rapid evolving social media landscape.

My takeaways include restatement of social media marketing basics worthy of repetition and some fresh ideas for you to consider as you move your campaigns forward.

#1 — Social media is motivating brands to provide more responsive customer service

Several speakers expressed that it is essential that brands monitor social media conversations for complaints about their brands and suggesting the right “formula” of on-platform and behind-the-scenes resolution. It’s great that a consumer can voice his or her grievance on Twitter and get a rapid response. It stinks that so many brands have been failing for years to provide this respect for its customers via its support channels. If brands provide better service in response to a tweet than to a phone call, are we going to inadvertently create a culture of public “whining”? Leer más “10 Social Media Marketing Ideas That The Experts Are Talking About”

Strategy – Give Your Online Business a Good Pair of Eyes

Make no mistake. In the kind of ocean the world-wide-web is, it is essential that you learn to navigate if you do not want to get lost. Building a strategy for your online business is going to help you reach your destination easier and faster. In the absence of being strategic, most of these untargeted efforts would only prove to be a big waste of efforts, money and time. Not knowing your way, or the marks that you want to set are a huge disadvantage to begin with.

Looking strategically is big help

Strategy is a lot about how to think more holistically. It enables you to be innovative, lead teams while helping you deliver value tactically daily. Shouting at people through television ads are actually days of the past when it comes to online marketing, and no more does this work like it used to. The consumers are really looking at different forms of consuming media, the social media scenario is a good example of this changing scenario.


Author: admin |   //www.provenseo.com/blogging

consultancyMake no mistake. In the kind of ocean the world-wide-web is, it is essential that you learn to navigate if you do not want to get lost. Building a strategy for your online business is going to help you reach your destination easier and faster. In the absence of being strategic, most of these untargeted efforts would only prove to be a big waste of efforts, money and time. Not knowing your way, or the marks that you want to set are a huge disadvantage to begin with.

Looking strategically is big help

Strategy is a lot about how to think more holistically. It enables you to be innovative, lead teams while helping you deliver value tactically daily.  Shouting at people through television ads are actually days of the past when it comes to online marketing, and no more does this work like it used to. The consumers are really looking at different forms of consuming media, the social media scenario is a good example of this changing scenario. Leer más “Strategy – Give Your Online Business a Good Pair of Eyes”

The Devolution of Advertising

Author matt

Digital content consumption has become more and more a part of everyday life.

In fact, watching video online as seen a 46% uptick over the past year*. And while television has remained the dominant behemoth in the realm of entertainment and content consumption, certain trends have made advertisers re-examine the way they approach traditional, disruptive advertising.

Death of disruptive?

We’ve heard rumblings for the past few years about the general concern over the 30 second TV spot – is it still reaching consumers (and more importantly, young male consumers)? Our knee-jerk reaction was to start throwing money in the places we saw these target-rich eyeballs congregating – digital. Digital advertising saw immediate leaps in expenditure – 100’s of percent increase year of year; giant homepage takeovers; astronomical search programs and more banner impressions than you could ever imagine. To what end? Search provides a utilitarian value and is here to stay. But display? At the end of the day, its driving people to a commercial piece they’ve already seen. Is this an effective way to reach these consumers? Can we evolve our thinking?


Author matt
anidea.com

Digital content consumption has become more and more a part of everyday life.

In fact, watching video online as seen a 46% uptick over the past year*. And while television has remained the dominant behemoth in the realm of entertainment and content consumption, certain trends have made advertisers re-examine the way they approach traditional, disruptive advertising.

Death of disruptive?

We’ve heard rumblings for the past few years about the general concern over the 30 second TV spot – is it still reaching consumers (and more importantly, young male consumers)? Our knee-jerk reaction was to start throwing money in the places we saw these target-rich eyeballs congregating – digital. Digital advertising saw immediate leaps in expenditure – 100’s of percent increase year of year; giant homepage takeovers; astronomical search programs and more banner impressions than you could ever imagine. To what end? Search provides a utilitarian value and is here to stay. But display? At the end of the day, its driving people to a commercial piece they’ve already seen. Is this an effective way to reach these consumers? Can we evolve our thinking? Leer más “The Devolution of Advertising”

“As Seen on TV” and Building Trust

Author Alex
Between the Shake Weight, the rise of the Fashion Print Snuggie, and the deceased but, eerily still active Billy Mays, it occurs to me that we may be witnessing somewhat of an “As Seen on TV” renaissance.

And while “As Seen on TV” products have always been the red-headed step child of legitimate consumer brands, this new golden era of cheesy, direct-response marketing makes me wonder if the simple act of seeing a brand on TV still carries the same legitimizing weight it once did.

More to the point: is seeing a brand on TV still an effective way to build trust and drive purchase intent in 2010?

The answer, I think, is that while advertising on TV certainly can be effective at driving some key metrics, the notion of brand trust and “As Seen on TV” ain’t what it used to be. There are (at least) three reasons why:


Author Alex
Between the Shake Weight, the rise of the Fashion Print Snuggie, and the deceased but, eerily still active Billy Mays, it occurs to me that we may be witnessing somewhat of an “As Seen on TV” renaissance.

And while “As Seen on TV” products have always been the red-headed step child of legitimate consumer brands, this new golden era of cheesy, direct-response marketing makes me wonder if the simple act of seeing a brand on TV still carries the same legitimizing weight it once did.

More to the point: is seeing a brand on TV still an effective way to build trust and drive purchase intent in 2010?

The answer, I think, is that while advertising on TV certainly can be effective at driving some key metrics, the notion of brand trust and “As Seen on TV” ain’t what it used to be. There are (at least) three reasons why: Leer más ““As Seen on TV” and Building Trust”

Corona Light Debuts First Multimedia Push

Crown Imports has launched its first national multimedia campaign for Corona Light.

The effort—including television, out-of-home and digital (Facebook and rich media ads)—positions Corona Light as the more “active” and “vibrant” of Crown Imports’ brands, versus say, Corona Extra, which is more “laid-back,” said Jim Sabia, evp of marketing for Crown Imports.

One 30-second spot, titled “Moonlight,” opens with a group of young beach goers partying, dancing and drinking Corona Light. When the sun sets, the DJ packs up his music and the party appears to be heading home. It is revealed, however, that the group is heading to the other side of the beach, where the party continues in the moonlight.


– Elaine Wong
Crown Imports has launched its first national multimedia campaign for Corona Light.

The effort—including television, out-of-home and digital (Facebook and rich media ads)—positions Corona Light as the more “active” and “vibrant” of Crown Imports’ brands, versus say, Corona Extra, which is more “laid-back,” said Jim Sabia, evp of marketing for Crown Imports.

One 30-second spot, titled “Moonlight,” opens with a group of young beach goers partying, dancing and drinking Corona Light. When the sun sets, the DJ packs up his music and the party appears to be heading home. It is revealed, however, that the group is heading to the other side of the beach, where the party continues in the moonlight.
Leer más “Corona Light Debuts First Multimedia Push”