August 10, 2009 • 10:15 pm 1
A nice presentation created by Matt Dickman, and posted on his slideshare page.
Filed under: 2.0, Advertising, Branding, Business, Customer Experience, Design, Influence, Strategy, Twitter, Web, Web2.0, ideas, marketing, technology, web 2.0, word of mouth
December 21, 2008 • 10:05 pm 1
I wanted to draw you attention to a FREE resource for those of you who want to benefit from a community of the world’s digital marketing and ecommerce professionals. Econsultancy exists to help its members “sharpen their strategy, source suppliers, get quick answers, compare notes, help each other out and discover how to do everything better online.” I have to say that it is a great source of independent advice and insight on digital marketing and ecommerce.
imho there’s no shortage of marketing opinion online, but being ten years and with 71,000 marketers Econsultancy is pretty special. Bronze membership is FREE and there is more info here.
These are complimentary reports you get for free upon joining (there’s another 20+ too!). Great, er, value!
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Online PR Industry Benchmarking Report
By Michelle Goodall and Aliya Zaidi, December 2008
Overview Authors: Michelle Goodall and Aliya Zaidi Pages: 35 Features: Survey-based research about the Online PR Industry, with expert input from respected industry commentators.
By Econsultancy, December 2008
This report, produced in association with Lemon Digital Production, is aimed at agencies who are interested in the business case and challenges associated with outsourcing digital work.
November 2008
By Econsultancy, November 2008
The third annual Online Customer Engagement Report has been produced in partnership with cScape. This research is based on a survey of 1,300 respondents carried out in September and October 2008.
By Econsultancy, November 2008
This free, 12-page briefing contains a write-up of an E-consultancy roundtable on Email Marketing held in autumn 2008.
By Econsultancy, October 2008
This DoubleClick-sponsored research is based on a survey of retailers and agencies carried out in August and September 2008, with the aim of understanding more about the use of comparison shopping.
By Econsultancy, October 2008
This free, 12-page briefing contains a write-up of an E-consultancy roundtable on Paid Search.
By Econsultancy, October 2008
This free, 11-page briefing contains a write-up of an E-consultancy roundtable on Affiliate Marketing.
By Econsultancy, September 2008
This free, 12-page briefing contains a write-up of an E-consultancy roundtable on Measurement, Analytics and Optimisation.
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The Services Econsultancy Provide:
Reports: Econsultancy is an award-winning online publisher of reports covering best practice, user experience benchmarking, market data, supplier selection, template files, trends and innovation aimed at internet professionals who want practical advice on all aspects of e-business.
Training, Learning & Development: Econsultancy operates a highly popular training division, used by the world’s leading brands for staff education, both in-house and via public courses. We provide training across all areas of digital marketing and ecommerce and at all levels from accredited one day courses to formal qualifications including diplomas and a Masters in Digital Marketing.
Events: Econsultancy hosts over 100 events a year, including conferences such as the Online Marketing Masterclasses, Future of Digital Marketing and Digital Cream as well as regular Supplier Showcases, Roundtables, the annual Innovation Awards and a range of social events.
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Free memberships of marketing clubs, and online resources are ten a penny. You just have to surf, or browse LinkedIn groups to see that. But Econsultancy is very different. I’d highly recommend you join if you are an internet professional who wants practical advice on all aspects of e-business.
Filed under: Affiliate Marketing, Analyst, Analytics, Blogging, Branding, Business, Buzz, CRM, Customer Experience, Design, Direct Mail, Email, Events, Media, Mobile, Online, Planning, Research, SEO, SEO / SEM, Search Engine Optimisation, Social Media, Strategy, Usability, User Generated Content, Viral, Web, Web2.0, digital, marketing, technology, web 2.0 , development, ecommerce, Econsultancy, Events, Free, learning, reports, Strategy, training
December 15, 2008 • 11:31 pm 1
You’ve probably heard it a thousand times.
“You’re call may be recorded and used for training purposes.”
I no longer believe it when I hear it. And if I don’t believe it, I’d expect many others don’t either.
By all means record calls, make improvements: call centre representatives are a very important bridge to a brand. But keeping these types of disclaimers on ALL of the time is not the right thing to do. Far from it. It’s a lazy and fake way of pretending that you care about customers – and it has a negative effect now.
Could a company be more insincere? If a company wants to try they might want to throw up a library shot of beautiful call centre representatives as a starter!
Filed under: Branding, Business, CRM, Customer Experience, Customer service, ideas, marketing , Branding, call recording, Customer service, training
November 12, 2008 • 9:20 am 1
David Jackson, the MD of Clicktools has posted about a conference on customer experience organised by the Henley Centre for Customer Management. Quoting David directly;
Henley’s research into the perfect customer experience identified the top three attributes that drive satisfaction for both B2B and B2C.
For B2C the three are:
- How helpful the organisation (ie its people) is.
- How the organisation minimises the time consumers have to spend on a transaction.
- The organisation’s ability to recognise the customer – i.e. knows about them.
For B2B , what matters is:
- The extent of personal contact
- Flexibility in dealing with the customer
- Demonstrating an implicit understanding of their needs
In summary; you can have all the technology you need, but when push comes to shove, it’s still people that make the difference.
This is great stuff.
I wasn’t there, but I wonder if I may add a spin to David’s summary – just to be clear this isn’t an either/or situation:
You can have all the technology you need, but when push comes to shove, it must be integrated with people, business processes, systems and solutions to really enhance customer experiences. Truly integrated customer experiences, across channels, are a pre-requisite for solving customer problems.
David’s blog home on e-consultancy is here.
Filed under: B2B, BBC, Business, Customer Experience, Customer service, IT, IT Planning, Software, Strategy, Web, marketing, technology , B2B, B2C, Clicktools, Customer Experience, David Jakson, Henley Centre for Customer Management, People, systems integration, technology
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