One Big Action to Make Your Customers Feel Great. Don't Miss This!

I would like to point out the people who are responsible for customer satisfaction. Marketing directors, managers, CMOs, customer excellence and many others, all use social media in our marketing strategy; though, we may miss something really important for our businesses.

As I am responsible for Supplementler.com’s overall marketing strategy and customer excellence. I know that social media takes a big part in this journey. If you think the same, we should all look at the statistics together. We can better clarify its potential impact into your business. Let’s see the result with statistics and reality.

Hire a Dedicated Social Customer Service Specialist: Are you using social media and getting a lots of messages with tons of questions from your prospects? Probably many of us still answer those questions slowly. Did you ever think what would happen if you hired somebody to answer the questions immediately or call the customers to talk them about their questions ?

Let him/her work on that topic clearly: Just like a real customer service, it is real to connect with customers on social media when they ask you anything through Facebook or Linkedin. If it is going to take long time to talk over the message panel, just ask for their phone and call them. This is the “Woow” effect.

So let's check out why...

What Customer Service Looks Like Today ?
Customers hate your customer service according to a study by Accenture, almost 75% of respondents cited being "extremely frustrated" when having to contact a company multiple times for the same reason.

Repercussions of Poor Customer Service

Isn't that enough? So keep reading...

Monthly Active Users of Social Networks

Social media already took its course and any brand can not live without a social character. It changed consumer behaviors and expectations. What consumers want most from your brand is great customer experiences.
If you meet their expectations, what happens is that 74% of consumers spend more and 68% are willing to spend more.

The question is, how should social media play their role inside your customer service and why? As long as customers uses social media and want quick responses, this is one of the top reason that you have a social customer specialist in your team who fully understand the responsibility. It is an investment and you should definitely invest into this.

ROI Matters, right ?

For all those reasons above, follow four steps below to great social customer care and research more.

1.    Identify unhappy customers.

2.     Define your communication strategy to understand how to communicate on behalf of your brand.

3.     Check out your responses again to streamline it all with CRM and so forth.

4.     Evaluate yourself and optimize in real time.

Hope you enjoyed it and it makes significant change in your customer service strategy.
If you believe that your role is focusing on Customer Experience, and proud of that fact, you are working to make the customer the center of everything you do! Click to tweet -> "It is time to focus on social customer service" 

Credit: Sprinklr

What Type of Marketers Will Inherit the Digital Earth ?

Big data is a phrase you will have heard and read countless times. Whether it has confused you or intrigued you, its existence has been proof to the increased role of data-driven decision making within businesses.

Another on-going trend is the increased role of technology within a marketer’s working life. One of the most frequently quoted predictions in 2013 was the belief that marketers will spend more on technology than CIOs. It is clear that there is more scope for investment in marketing technology.

It’s all very well having the shiniest new machinery available, but an on-going struggle in 2014 will be the ability of companies to make their data and tools work for them. The good news is that companies are slowly addressing the lack of technical and mathematical skills in their marketing departments.

Since last year, an impoverishment of employees skilled in these areas are less likely to represent a ‘key challenge’ for marketers. While the growing importance of data analysis should not be under-estimated, the need for creative thinking in the changing world of marketing has never been greater. This year, we will continue to see the importance of ‘data scientists’ who are able to apply creative thinking to data-driven challenges which can help to evolve and even transform businesses.

Towards the end of 2013, term ‘pi-shaped (Π) people’, to explain the requirement for marketers with both left-brain and right-brain ability. Ideally, marketing departments need to have a balance of team members with both analytical and creative skills. Pi-shaped marketers are both analytical and data-driven, yet understand brands, storytelling, and experiential marketing.

Those rare individuals who are adept in both areas are set to inherit the digital earth.

Additional Source: Econsultancy & Adobe

How Customer Experience Management Takes a Part in Marketing

Hope you like it!
The Rolling Stones
www.youtube.com/watch?v=SGyOaCXr8Lw

Since the early days of the web, marketers have been aware that it’s not just important to provide good content, but a good experience.

Every delay or confusion, broken link or coding error costs money today, and quite possibly a future customer. But “experience” goes well beyond usability, it includes not just what we do in brand spaces, but how we feel and what we think while we’re doing it.

Now as we’re well into the second decade of digital experience design, it’s still a priority and a challenge; nearly two-thirds of respondents say that it’s one of the ways in which they try to differentiate. And yet, a minority of organizations are satisfied with the experiences they offer online and consumers agree with them.Part of this dissatisfaction is a function of the rise of mobile. Just as marketers were getting their arms around the optimal website experience, screens got smaller and keyboards disappeared. If usability was important on a 24-inch monitor, it’s paramount on the third screen.

Looking ahead, organizations are going to have to answer a key question: Does marketing “own” the customer experience and where does that leave the Marketer ?

To optimize the customer experience means much more than reducing the clicks between product and purchase. The greatest challenge for marketing is that a customer’s experience is now an aggregate of online and offline events, mobile and desktop, store and device, marketing and service. Yet few organizations have one executive with the mandate to correlate these disparate but connected pieces. Meanwhile, marketing leads or is involved with many of the areas that affect customer experience online and offline.

It can be argued that the marketer should aim to manage customer experience.
First, marketing is best positioned at most organizations to look at the whole of the experience across media and platforms.


Second, marketers can look at this as an area of opportunity for themselves and their departments. There’s strong evidence that the customer relationship is becoming less about outgoing brand messaging and more about content and interaction. Marketing should own that evolution and shape the future.

If you have any comments or concerns, please feel free to leave it all!

Top 10 Marketing Charts of the Month – October 2013

This month’s quick-hit set of top charts includes the following topics: Facebook’s waning appeal among teens; B2C & B2B content marketing trends; “most-loved” brands and failed consumer-brand connections; US household income trends; social media ROI and company involvement; online video budgets; the time for digital transformation; and the demographics of Instagram users.

Click the image above or the link below for the pdf: MarketingCharts-Top-10-Charts-of-October-2013

Lizbon is One of the Major Economic Center on the Continent

We can imagine how Lisbon takes a place in the economy with a short collection of Lisbon
Lisbon is the capital city and largest city of Portugal with a population of 547,631. The urban area of Lisbon extends beyond the administrative city limits with a population of 3 million, making it the 9th most populous urban area in the European Union. About 2,831,000 people live in the Lisbon Metropolitan Area (which represents approximately 27% of the population of the country). Lisbon is the westernmost large city located in Europe, as well as its westernmost capital city and the only one along the Atlantic coast.

Lisbon is recognised as a global city because of its importance in finance, commerce, media, entertainment, arts, international trade, education, and tourism. It is one of the major economic centres on the continent, with a growing financial sector and the largest/second largest container port on Europe's Atlantic coast. Lisbon Portela Airport serves about 13 million passengers per year. Lisbon is the 25th most livable city in the World according to lifestyle magazine Monocle. The city is the seventh-most-visited city in Southern Europe, after Istanbul, Rome, Barcelona, Madrid, Athens, and Milan, with 1,740,000 tourists in 2009. The Lisbon region is the wealthiest region in Portugal, GDP PPP per capita is 26,100 euros (4.7% higher than the average European Union's GDP PPP per capita). It is the tenth richest metropolitan area by GDP on the continent amounting to 98 billion euros and thus €34,850 per capita, 40% higher than the average European Union's GDP per capita. The city occupies 32nd place of highest gross earnings in the world. Most of the headquarters of multinationals in the country are located in the Lisbon area and it is the ninth city in the world in terms of quantity of international conferences. It is also the political centre of the country, as seat of Government and residence of the Head of State. The seat of the district of Lisbon and the centre of the Lisbon region.

Lisbon is one of the oldest cities in the world, predating other modern European capitals such as London, Paris and Rome by hundreds of years. Julius Caesar made it a municipium called Felicitas Julia, adding to the name Olissipo.

Lisbon hosts two agencies of the European Union: the European Monitoring Centre for Drugs and Drug Addiction (EMCDDA) and the European Maritime Safety Agency (EMSA). Called the "Capital of the Lusophone world", the Community of Portuguese Language Countries has its headquarters in the city, in the Palace of the Counts of Penafiel.

Lisbon has two sites listed by UNESCO as a World Heritage Site: Belém Tower and Jerónimos Monastery. Furthermore, in 1994, Lisbon was the European Capital of Culture and in 1998 organised an Expo '98 (1998 Lisbon World Exposition).

 wikipedia

Glance At Michael G. Rubin's Success Story

Michael G. Rubin, renowned Internet entrepreneur, recently founded Kynetic, a private company singularly-focused on building consumer Internet businesses. Kynetic includes three brands at the forefront of innovation in the online commerce space: Fanatics, the world’s leading online retailer of licensed sports merchandise, Rue La La, a leading online private sale destination in the U.S., and ShopRunner, an innovative members-only service which aggregates shopping benefits from the top retailers and brands. Kynetic expects more than $1 billion in revenue in 2012, immediately making it one of the largest private tech companies in the world.

Prior to Kynetic, Rubin was Founder and CEO of GSI Commerce, which was acquired by eBay for $2.4 billion in 2011. Over the past 12 years, Rubin built GSI into a formidable global network of e-commerce, multi-channel and digital marketing businesses servicing 150 of the top 500 Internet retailers and, in totality, over 2,000 customers, including Toys”R”Us, Dell, Polo Ralph Lauren, Estée Lauder, Aéropostale, Dick’s Sporting Goods, Bath & Body Works and PetSmart. Rubin pioneered an innovative pay-for-performance business model that fueled GSI’s organic sales growth, which he then complemented in recent years with 11 strategic acquisitions. GSI became one of the largest publicly-traded Internet companies, facilitating billions of dollars of merchandise sales for its customers, with 2010 revenues of $1.4 billion and 5,000+ employees. As part of the transaction, eBay divested certain assets to Kynetic, specifically all of GSI’s online licensed sports merchandise business (Fanatics) and 70% ownership in Rue La La and ShopRunner.

Rubin began his entrepreneurial career in 1985, when he opened a ski-tuning shop in his parents’ basement at the age of 12. He earned $25,000, which was sufficient to rent space in a strip mall for “Mike’s Ski Shop.” By the time he was 14, he had racked up sales of $125,000. Within a year of graduating high school, Rubin had opened several retail ski stores in Pennsylvania and New York. He went on to found KPR Sports, a leading distributor of off-price sporting goods and footwear. In 1997, he merged KPR Sports with publicly-traded Ryka, a branded athletic footwear company he controlled, to form Global Sports Inc. (GSI). The following year, Global Sports generated sales exceeding $100 million and, at age 25, Rubin became one of the youngest CEOs of a NASDAQ-listed company in the exchange’s history. The success of GSI Commerce and Rubin’s outstanding achievements landed him a spot on the inaugural season of CBS’ hit show “Undercover Boss,” as well as recognition in numerous media outlets including The Wall Street Journal, CNBC, The New York Times, BusinessWeek and People. Forbes named him one of 2010’s “15 Most Powerful CEOs 40 and Under.” In 2011, Rubin was part of the ownership group that purchased the NBA’s Philadelphia 76ers.