Customer is the king and right customer service is the way to keep your customer happy. The act of effective customer service has become easier in the world of social media. Econsultancy’s Stefan Tornquist has shared three secrets to improve customer experience with customer-focus, speed and the profit motive. These findings are based on a recent Econsultancy-Google research. On the importance of internalizing customer-led model, Tornquist says, “Discussions of modern marketing usually center on knowing and serving the customer, and rightfully so. But it’s easy to forget why brands... [...]

Econsultancy has published more results from its research in partnership with Google. The new set of findings deals with reorientation of the customer journey based on a survey of 514 executives at companies averaging more than $1 billion in 2016 revenues. Here are the key findings: According to 89% of leading brands, it is critical to their growth and provide assistive experiences along the consumer journey 55% are building teams that uniquely solve for end-to-end customer experiences 87% brands are following the right KPIs to understand how mobile and digital are driving business outcomes 60%... [...]

Marketing measurement, a systematic management of marketing resources to achieve measurable gain in return on investment, is challenge for marketers in this multichannel and multidevice world. Econsultancy and Google have revealed the results of a research on challenges of measurement in a mobile, multichannel and multidevice world, according to Stefan Tornquist of Econsultancy. Here are some of the findings: 58% marketers believe that first-party data is a strategic asset that informs their decision-making 73% of marketers are comfortable using proxies to tie media metrics with business outcomes 80%... [...]

Econsultancy is going to host the ‘Customer Experience: Trends, Data and Best Practice’ webinar on Thursday, May 25, 2017. This webinar will offer an in-depth picture of latest trends, data and best practice within customer experience based on  Econsultancy’s research Implementing a Customer Experience Strategy Best Practice Guide. This session will be hosted by Jeff Rajeck, Research Analyst, APAC at Econsultancyand co-hosted by Avis Easteal, Regional Head, Consumer at Luxasia. There will be a 15 minute Q&A session after the presentation. Econsultancy ‘Customer... [...]

eMarketer is hosting webinar “Customer Experience—How to Navigate the Journey Toward Customer-Centricity”, Thursday, May 18 at 1:00 pm ET. The webinar will focus on marketing improvement, data-driven marketing and consumer journey. Register for this complimentary webinar to learn: How marketers are making improvements to the customer experience a priority The effectiveness of data-driven marketing and channel-specific optimization to deliver across traditional and digital channels What the realities are today for practitioners looking to reach the ultimate single customer view How... [...]

Jeff Rajeck says, “Improving customer experience requires as much attention to how things work inside the company as how customers are interacting with the brand. What internal initiatives do marketers feel are essential for improving customer experience from within the company? To find out, we Econsultancy has conducted a a range of research, including a recent survey of over 300 marketers in India, Customer Experience Maturity in India in association with Epsilon. Here are the top three high-level responses to the question. 1) Improve internal collaboration Respondents were most enthusiastic... [...]

Scott Gerber says, “It’s hard to keep track of how customers are interacting with your company. Are you getting more leads from your Instagram posts or do your clients prefer to talk with someone directly via phone call? And how many people are remembering your marketing materials? Customer relationship management programs help companies follow their prospects, tracking where they connect, where they lose interest and how often they buy products. However, there are a wide variety of programs, and not every one fits every industry or business. Below, 13 members from YEC discuss their... [...]

Blaire Nicole says, “It’s no secret that improving your customer experience game can help you reduce turnover and raise revenues. When it comes to the customer relationship, most businesses fall into one of two categories: transactional or experiential. Transactional customer relationships are nothing more than the exchange of money for products or services. There’s nothing extraordinary about these customer relationships, and they’re easily replaceable. Experiential customer relationships are a different story. In these relationships, the exchange of money buys more than just a product... [...]

Stefanie Flaxman says, “I know. I know. I know. “Viral” is an actual term people use to describe wildly popular content that has spread across a variety of distribution channels, landing in our Twitter feeds, Apple News updates, text messages, and emails from Uncle Sue. But I still don’t like the word. When “going viral” is a goal for a piece of content, it puts me a little on edge. Viral content may feed your ego, but it doesn’t necessarily feed your business. Business success without “going viral” I understand it’s frustrating if no one knows about your products or services.... [...]

Jeff Rajeck says, “Econsultancy recently surveyed nearly 1,000 marketing professionals about the progress they have made in understanding the customer journey.   In the resulting report, we found that there are five main steps toward doing so and nearly half of the marketers are stuck at one key stage. The results of cultivating a good understanding of customers and improving their experience are well understood. When excellent customer experience is achieved, marketers will better know how to engage with customers, consumers will be happier with our products and services, and, ideally,... [...]