How the Internet of Things will transform customer interaction

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The meteoric rise of connected devices will transform every area of customers’ lives- so, how can we use their data to give them a better experience?

According to Cisco, in the last year alone, some 4 billion mobile devices have come online; Intel predicts that number can reach as high as 200 billion in less than five years. In this post Chloe Green talks about ways IoT will change customer interaction. A key value in advancing technology is, the offering of more enriching experiences and more personalized engagements. Green goes on to describe, how IoT strategies must have an understanding of what is, and what isn’t important: in terms of gaining information from the consumer. The digital world is converging with the physical world, and this emerging practice, known as the Internet of Things (IoT), represents the next era of customer analytics. Companies must utilize IoT as a platform for connecting people, objects, and environments to serve, inform, and enable: visibility, engagement, and innovation.

Read the full article at inormation-age.com.

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21 Compelling Social Media Marketing Stats You Can’t Afford To Ignore In (2015)

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In this article Kim George shares 21 stats about social media marketing, that business can’t afford to ignore. Social media is important for businesses regardless of size, for many reasons. It offers a free way for companies to market their business and reach billions of consumers. It also offers easy ways to connect with potential customers, across multiple communication channels. Check out the rest of the article to see the impressive stats George shares, all of which should be seriously considered.

Read the full article at business2community.com.

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What does the CRM of 2020 look like?

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Customer expectations are becoming more and more demanding as technology advances. Furthermore, the way customers interact with brands is evolving at rapid rates. Consumers today desire less and less human intervention when it comes to communication and transactions. In this post Suzie Blaszkiewicz describes how technology is impacting CRM, and offers a glimpse into the future. As technology advances, CRM will become more and more individualized/customer focused. As we go into the future, Extreme Tech says the term ‘big data’ will no longer be sufficient to cover the vast amount of information that is being collected. ‘Huge’ data will be incorporated into CRM, and will use previous interactions with customers to predict what they need, when they need it, and how best to get it to them. Check out the rest of the article to see what the future looks like, and where Blaszkiewicz sees CRM going.

Read the full article at thenextweb.com.

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Bridging the Gap Between Mobile and Customer Experience

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In the past, managing customer experience entailed knowledgeable employees that had the right attitude and engaged the customer in a positive way. In this post Carly Kaplan explains how marketing teams today, take old customer experience strategies and extend those philosophies across multiple communication and transaction channels. Companies need to have online and mobile presences for the business to grow in today’s global economy. Kaplan goes on to say that companies should strive to have consistent customer service and customer support strategies not only in their stores, but also when customers go onto their websites, or use their mobile apps. Check out the rest of the article to see how Kaplan suggest companies should bridge the gap and create smooth, unified, omnichannel customer experience.

Read the full article at business2community.com.

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The future of mobile technology – surely it’s intuitive?

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Mobile technology is evolving at an incredible rate. In fact at some point in 2015 it’s predicted mobile devices will outnumber people on the planet; meaning there will be some 7.22 billion mobile devices. In this post Roland Banks interviews, ZTE’s Senior Director of Mobile Devices, Waiman Lam to discuss where the mobile technology industry is going. Lam points out how the advancement of ‘smart’ technology is showing no sign of slowing. ‘Smart’ technology is designed to seamlessly simplify and improve the daily life of the consumer. Consumers are the commanders, who are constantly pushing the industry to innovate and create new products/technologies. Lam goes on to describe an environment where consumers’ device expectations are spiraling on a daily basis. Consequently, the way they interact with technology is changing significantly as well. Consumers expect technology to adapt to them: their behaviors, their lifestyles, and the way they want to experience and communicate.

Read the full article at mobileindustryreveiew.com.

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The Customer Experience in B2B…It’s Behind the Times

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Companies today are investing significant time, energy and money to ensure that consumers are not only satisfied, but that they are so pleased that they tell others about their experience. In this article Brian Storjny writes that in order to accomplish this, companies must utilize better online tools to allow customers to conduct searches, make transactions, track purchases and get support without picking up the phone. Storjny goes on to ask: if this is occurring in B2C markets, why is that same passion for automating the customer experience not happening in B2B? In most cases, you will find that B2B customers are still calling a rep, still using paper, and still calling customer service when problems arise. Strojny writes how B2B companies need to realize that the next generation of buyers do not want to talk on the phone. It’s no longer about great products; great digital experiences will determine your success or failure. Five ways to transform the B2B for your customers:
1. Personalize – Ensure that the website is built for each user
2. Easy Search – Intuitive search also recommending products
3. Easy Purchase – Quick order and ability to reorder ASAP
4. Communication – Order updates, new products & promotions
5. 24/7 Service – Live chat, FAQ, and the option for live voice if needed

Read the full article at business2community.com.

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What recent industry announcements around mobile search mean for brands with a network of stores

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As you read in the previous blog post, a critical aspect of any company’s success is the understanding of new behaviors and expectations of the increasingly mobile consumer. Decision makers must recognize industry and market trends; understanding that mobile has become a key touch point in the customer journey. In this article Bruno Berthezene discusses how, not deploying a platform that fits the expectations of customers and the requirements of search engines can be a strategic mistake. He goes on to describe how despite clear advantages, brands are still not fully unlocking the potential of mobile local marketing. Mobile local searches are not only important for brands to embrace because they are growing in volume, but also because they represent a high purchase intent, and have excellent conversion rates; 50 percent of consumers who conducted a local search on their smartphone visited a store within a day, and 18 percent made purchases. Google recently announced that more searches now take place on mobile devices than on desktop computers in 10 countries world wide, including the US, UK and Japan. Check out the article for more statistics that come as confirmation that this is a global trend.

Read the full article at linkedin.com.

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Local on Mobile is King

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Today’s brands are looking to execute innovative strategies to help improve the customer experience based on their heightened local intent on mobile devices

In this post Trevor Marshal talks about how billions of people are walking around with extremely powerful computers in their pockets or purses; then goes on to ask this question – what does this mean to marketers and brands? The increasing mobile consumer impacts every type of business, from Hotels to Retailers to Banks to Restaurants, and encompasses millions of pieces of data. Studies have shown that the overwhelming majority of mobile searches are driven by speed and convenience, and users rate information accuracy of higher importance on mobile than desktop. Marshal also writes how getting this basic information correct on a brand website is simply not good enough, given the complex ecosystem of hundreds of search engines, directories, mapping services, and apps that exists. There is no excuse for a brand to not have actionable, perfect location information on every channel; the statistics speak for themselves:
• >50% of searches are now mobile + >50% of mobile search is local
• >50% of consumers conducting a local search visited a store within 1 day; with a many making transactions within 1 hour
• ≈ 80% of local searches on mobile phones result in purchases, with over 70% of these purchases transacting in physical stores
• >50% of businesses have some type of error/omission/duplicate business data being captured by Internet search sites

The fact is top brands, are not getting the absolute basics right and it is costing them everyday.

Read the full article at linkedin.com.

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The Internet of Things Is Changing How We Manage Customer Relationships

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In this article Ric Merrifield describes how CRM is evolving, and how the Internet of Things (IOT) can be used to get a more complete picture of consumers. Merriefield discusses how CRM pervades the way many companies track and measure interactions with other organizations, and also internally across many departments: marketing, sales, customer service, support, etc. When CRM strategies utilize big data and IOT, companies can use interactions to see into every detail of customer experience. Companies will be able to see: when customers enter a store, how long they stay, what products they looked at, etc. This increase in analytics not only changes the insight companies gain from their customers, but also heightens the expectations of the customer. This vivid view of the end-to-end customer experience is rapidly changing the way companies think about, measure, and manage their customer relationships. Check out the rest of the article to see ways technology can help companies utilize data to better serve consumers, and increase positive experiences; which translates to increased profitability.

Read the full article at hbr.org.

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U.S. companies ignore 80% of Twitter questions from customers, but they answer on Facebook

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Although the last article discussed how many companies are missing the mark with their customer service strategies on social media, people still turn to these channels to voice their concerns every day. Therefore companies must have a plan to address customer concerns before they morph into brand-shaming or negative reviews. In this post Patrick Kulp discusses how, although social media may be falling short in some regards, inquisitive customers are much more likely to get a response on Facebook than twitter/other outlets. A new report from a social media analysis firm, Socialbakers, found that nearly four out of five of the millions of questions posed to U.S. companies on Twitter go unanswered. Whereas, worldwide customer questions fared better on Facebook, where nearly three quarters of posts were addressed.

Read the full article at mashable.com.

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