Monday, November 17, 2014

Millennials and Beauty: Serving the Eye of a New Generation of Customers

According to a recent Future in Focus report, by 2017 the Millennial generation, also known as Gen Y, is predicted to surpass the boomer generation in spending power and become the most active spenders of the first half of the 21st century. The report dove into Millennial consumer behavior regarding beauty, identifying and exploring attitudes and values that will shape their purchasing patterns over the next decade.

Shaped by the digital age and the economic recession, this large generation of 70 million in the U.S. has different priorities, shopping behaviors, and attitudes from other generations. In fact, this always-connected generation has concerns about their l finances that the older generation of spenders did not at their age, and they are more ethnically and racially diverse than any generation before them.  In fact, among adults age 18 to 29, just 61% are Caucasian (compared to 70% of older adults), while 19% are Hispanic (vs. 13% of older adults), 14% African-American (vs. 11%), and 5% Asian. In addition, Millennials are economically diverse—with one-third being lower income, one-third middle income, and one-third upper income.

Millennials are the first to grow up with ubiquitous information so they tend to have an affinity for the digital age and are always connected. Five of six (83%) say they sleep with a mobile phone next to their bed, compared to just 57% of all adults. They also use the Internet primarily as a social tool, with 75% reporting having a profile on social media. And 80% of younger Millennial social media users (i.e., 18 to 24 years old) connect with their platforms several times a day. But this constant connection applies to their consumer lives as well: 41% regularly use their phones to compare prices while shopping, compared to just 26% of boomers.

This generation was hit hard by the Great Recession. As late as 2012, 32% of Millennial shoppers reported having difficulty affording groceries, compared to just 22% of the overall population. As a result, Gen Y tends to be more frugal than older generations. In 2013, 22% of Millennials (compared to just 17% of Xers and 14% of boomers) said they were putting more money into savings during the previous year.  Still, Millennials have made beauty and personal-care rituals part of their culture no matter the economic situation. They are developing attitudes regarding beauty that will influence the products they seek. Six of the most pervasive attitudes are beauty is a fun way to express oneself; beauty is worth the expense; beauty is way more than skin deep; you’re never too young for anti-aging; do-it-yourself beauty ; beauty is not just for women and; beauty is a fun way to express oneself.

Research by Mintel suggests that Millennial women associate beauty with fun more than women of older generations. For instance, two out of three 18- to 24-year-old women (65%) enjoy the ritual of putting on makeup—a share nearly 50% higher than that of all women (45%). Nearly two in three Gen Y women say they wear makeup every day, and nearly half (48%) say they spend more than 10 minutes putting on makeup. In addition to having fun with it, most Millennials see beauty care as another way to express themselves. More than two in three women age 18 to 24 (69%) say they wear makeup that expresses their personality, compared to just 55% of all women. Their ability to express themselves through beauty may be part of the reason that almost all (94%) Gen Y women say that makeup helps them feel more confident.

Millennials seem to think that enhancing their beauty is worth the expense. In fact, they spend more than the average shopper on beauty and personal care categories. Millennial shoppers spend over 25% more than average US shoppers on such products as body scrubbers, shampoo, conditioner, styling gels or mousses, and suntan products, and 20% more on cosmetics.  A significant majority (75%) of Millennial women say they don’t mind spending money on makeup because it makes them feel good.

Additionally, unlike older generations, Millennials are more attuned to skincare and anti-aging benefits at an early age. According to NPD, 39% of older Millennial women (those age 25 to 34) say that anti-aging is an important benefit that they look for in skincare products. While younger Millennials are often still dealing with acne, older Millennials are growing aware that changes in their skin during early adulthood may mark the beginning of an aging process.

But, Millennials take a more self-driven, DIY approach to beauty care. Although influenced by their frugal nature, Millennials’ do-it-yourself approach to beauty may also be motivated by the fun they have experimenting with new products. Millennials are twice as likely as the overall population to embrace self-reliant, home-based beauty behaviors and at-home beauty products.

Driven by social media and the increasing competitiveness of the job market, Millennial men also think beauty matters too. They are putting a greater emphasis than older generations did on looking and dressing their best, which involves both fashion and grooming. In 2013, more than three in four men (76%) said that the pressure on men to dress well and be well groomed had increased. Nearly as many (73%) think that men now face as much pressure in these respects as women do. For Millennial men, grooming is increasingly seen as a component of healthy living, like exercise and eating well.  
From beauty companies’ point of view, Millennials are at a critical stage in their lives. Millennials are establishing beauty and skincare habits and consumer patterns that are likely to persist throughout their lifetime. So, the companies and brands that win Gen Y consumers are likely to retain these consumers for the long term.  


To read the full report, click here.

Monday, November 3, 2014

Call For Presenters: Total CX Leaders Conference


INDUSTRY ALERT: OFFICIAL CALL FOR PRESENTERS
The Institute for International Research (IIR) is currently seeking presenters for:

Total CX Leaders Conference
Creating a Seamless OmniExperience for Modern Commerce
June 1-2, 2015
Boston, MA


INTERESTED IN SPEAKING?
This year, we are looking for facilitators, speakers and innovators to present an entirely re-imagined customer experience strategy for modern commerce. See below for specifics. Have another idea? Let us know - anything is possible.

  • Group facilitators: Much of the Total CX Leaders Conference experience will be based on interactive discussions and ideation. Can you guide a conversation and help participants nurture new ideas and connect the dots?
  • Case study speakers: Have a NEW story to share and can you get it across in 20-30 minutes?
  • Local experiences unique to Boston?  Have a favorite block of art galleries you rush to every time you're in Boston? Do you have a Boston based office or studio ideal to host an interactive workshop or tour?  Let's see how we can integrate your unique Boston experience into the agenda.
  • Workshop facilitators: Attendees will be devoting time to getting their hands dirty and tackling real challenges head on. Do you have a half day experience that could help customer experience leaders grow and learn?

ABOUT THE EVENT:
Total CX Leaders Conference is a call to action for leaders who need to understand what it takes to win with a strategic customer experience program. This high engagement two-day conference brings together thought-leadership to focus on higher level thinking around the strategic alignment of customer strategy, technology and business aspirations. Linking data driven behavior to business results, designing next generation customer experiences and measuring the impact of your customer programs is the difference between great and greater.

2015 Content Areas Include:
User Experience Design // Data-Rich Insights & Analytics // Digitizing the Customer Journey // Customer Loyalty // Design Thinking // Omnichannel Experience // Analyzing and Measuring VOC // Aligning Data Touchpoints // Customer Centric-Culture // Customer Behavior Trends // Translating Insights into Actions // New Technologies & Methodologies // Big Data Initiatives and so much more.

SPONSORSHIP OPPORTUNITIES:  All vendors, consultants, agencies and solutions providers that would like to get involved in Total CX Leaders should contact Sponsorship Director, Jon Saxe at jsaxe@iirusa.com or at 646-895-7467.

Due to the high volume of submissions, only accepted proposals will be notified. For consideration, please email rmcdonald@iirusa.com with the following information by Monday, November 10, 2014:
  • Proposed speaker name(s), job title(s), and company name(s)
  • The topic your session would cover
  • Which format you'd like to present
  • Please indicate what is NEW about the presentation


All the best,
#TotalCX15
@TotalCustomer

Customers1stblog.iirusa.com

Monday, September 15, 2014

What actually happens along the Shopper Decision Journey [Webinar Link Inside]

If shopper marketing is about influencing shoppers at the point of purchase decision, how much do we really know about how and where shoppers make decisions?

Our learning is increasing all of the time and we actually know quite a lot as an industry, but for some reason we often seem to forget or ignore everything we know when we try to influence shoppers.

In fact, a huge amount of money, especially if price discounts are being taken into account, is being spent often in ways that may neither help or be damaging to the brand.

We'll explain what happens along the Shopper Decision Journey and give key insights into why their behaviour is not always what you want during our upcoming Webinar, Shoppers Behaving Badly.

This presentations looks at:
  • how shoppers really make decisions
  • the implications for shopper marketing
  • and how to drive a return on investment
When: Wed, Sep 24, 2014 at 10:00 AM EDT
Duration: 45 minutes includes Q&A

  --->>> Sign up here

  Speakers: 
  • Kirstie Hawkes, Director & Consumer and Shopper Lead, Kantar Retail Europe
  • Richard Tolley, Director & Consumer and Shopper Lead, Kantar Retail Europe
  • Lee Smith, Global Director, Retail and Shopper
Presented by Kantar Retail and the producers of the International Shopper Insights in Action Event, which unites over 250 of the most prominent retailers and FMCGs from across 35+ countries to share best practices (and next practices). Leading Researchers, Category Managers, Shopper Marketers, Merchandisers and Industry Experts attend to explore consumer and shopper behaviour, the decision journey and how to champion the value of activating intelligence for basket growth. We invite you to join us in Edinburgh this November and help build the future of retail together.


Wednesday, September 3, 2014

The Customer Experience: A Journey Best Understood in Reverse?

“Life can only be understood backwards, but it must be lived forwards.” -Soren Kierkegaard

Even after decades of study (and oodles of actual studies), the “Customer Experience” remains a top focus for large and small companies alike. Work from McKinsey about the consumer decision journey (references below) is just one of many recent examples. Millions of dollars and labor hours, and prodigious efforts, are spent on the subject.

From time to time, clients ask—usually around the annual budget-setting cycle—“What should our priorities be in evaluating customers’ experiences?  What’s the first, most important thing we need to understand?”  My answer often echoes Kierkegaard’s assertion above: To best understand and prioritize, begin at the end.  Although this list doesn’t include every possible flavor of CEM study, here’s my ranking and rationale for some major types:

1. Understand Churners/Defectors/Disconnectors

Three standard aims of these studies are:
  • Why did they leave (pushed or pulled)?
  • Where did they go?
  • Would they come back? (hint: many would)
But why put this at the top of the list?
  • Like the Little Dutch Boy, you must plug the holes in the dam: High attrition rates require high acquisition rates just to maintain the size of your customer base—and that can get expensive.
  • Many wounds are self-inflicted, some are easy to fix: Pick that low-hanging fruit.
  • Know when and why you lose customers to specific competitors.
  • While the reasons people leave are not always the same as the reasons they stay, fixing the former may go a long way to keeping your customers in the fold.
2. Understand Current Customers

They are the source of current revenue and profit—not to mention paychecks and bonuses. Even simple information about satisfaction based on level of product usage (volume) and specific products used (“Is subscribing to our internet service an upper or a downer?”) can be very enlightening. There are many ways to gain useful knowledge here, for example:

  • The McKinsey paper posits that as good and bad events occur, customers may enter a Loyalty Loop: If, at a minimum, experiences nearly meet expectations, they don’t search and remain “loyal.” A price increase, bad customer service or a competitive offer can disrupt this, as can small annoyances over time.  So one focus can be ensuring customers remain in that Loyalty Loop…and if they are not, figuring out how to get them back there.
  • With later follow-up, a company can discover key tipping points (e.g., 4-6 months before the end of a mobile phone contract, or two and four years into auto ownership) when it’s optimal to bolster loyalty with a proactive contact or offer.
3. Understand New/Upgrading Customers
So we now know why customers leave and maybe something about why they stay. What next? New customer studies are the reverse of a churn/defector study: Your new customers are probably someone else’s defectors. You’ll discern why they came to you, what attractants and promotions really work, if they were pushed or pulled, where they came from, and among other options:
  • What was their purchase decision process like? Short or long, involved or impulse?  How and why did their path end with you?
  • What was their experience during the sale itself? How were they treated? What was their opinion of the salesperson and others?
  • The “on boarding” experience: early disappointments and successes; that first monthly bill; so far, so good?
  • How do we find more of them?
4. Understand Prospects and the Market as a Whole

These studies place your finger on the market’s pulse, and how your and the competition’s changing images are linked to marketing programs, new product introductions, etc. It is the realm of Brand Trackers—illuminating awareness, familiarity, attractiveness of and openness to your brand, why prospects don’t chose you, and whose image is rising and falling. (FWIW, note that McKinsey’s scheme questions the relevance of the traditional funnel approach, which assumes consumers frequently go through a systematic and active re-evaluation of alternatives. That leads to often-expensive awareness building and promotions, and a possibly misallocated budget.)

Understanding the marketplace is critical. Knowing where you are ahead and behind the pack tells you what the game’s score is today. So if it’s that important, why list this last? It can be more imperative for your company to make sure you have your own house—product, price, customer service, systems, etc.—in order first, before you try to acquire a new customer. Some years ago, Ramada had to pull an advertising campaign called “No Surprises”: Apparently, guests were still finding too many.

Without a solid, well-running process in place, a customer’s journey with you may be short indeed!

About the Author: Randy Hanson, Vice President, Market Strategies International

Join Mark Willard of Market Strategies and Mary Lee of AAA for “Revolutionizing CX: How AAA Turned Satisfied Customers into Loyal Advocates” at TMRE 2014 in Boca Raton (2:30 p.m. on Tuesday, October 21). They’ll share how a new measurement program and a built-in, closed-loop system revolutionized AAA’s member experience program and empowered employees across the organization to make immediate and lasting improvements in customer experience. And, visit the Market Strategies team in Booth #508. Learn more about TMRE 2014 here: http://bit.ly/1pEaxzO

Wednesday, August 20, 2014

Exclusive Interview: Using Consumer Insights to Make Smarter Business Decisions

In our next episode of the Inside Insights Podcast series brought to you by Consumer Insights Canada, I am fortunate to sit down with Consumer Insights Canada keynote speaker Kelly Harper, who is the Director Customer Experience Learning at BMO INSTITUTE FOR LEARNING, to discuss how the power of consumer insights help to make smarter decisions in business.

Harper goes into how important customer experience is when it comes using customer insights to make the best business decisions possible. You need to think about what type of experiences your organization is giving your customers.  Your consumer insights allows you to understand what is broken in your current experience you are delivering and what is really important to the customer – what are those elements that you have to get right each and every single day. Consumer insights will help you identify and keep track of what is most important to the customer.    

Consumer Insights Canada is a conference that showcases the local Canadian culture in its storytelling. With new entrants like Target Canada, rapid changes in technology and increasingly discerning customers, the Canadian retail industry is in a constant state of change, challenging players to adapt strategies and tactics to remain relevant.  This conference was created for our insights community that focuses on the power of insights in motivating smarter decision making and shines a particular lens on the local flavor of shopper insights in Canada.

Check out the full interview here: 



If you’d like to hear more from Kelly, don’t miss her keynote session, “How to Embed a Culture of Customer Experience in your Organization” at Consumer Insights Canada on Tuesday, September 30th at 10:15 am. The event is taking place this September 29-October 1, 2014 in Toronto, Canada. For more information about the event and to register, please visit our website: http://bit.ly/1khTaTJ


Monday, August 11, 2014

Invest in Your Customers' Futures

Photo: Fremont Street Experience in downtown Las Vegas, Nevada by David Stanley, Nanaimo, Canada

In "Who Do You Want Your Customers to Become?", Michael Schrage maintains that your organization's innovations should be investments in your customers' futures. He proposes to "shift the focus from extracting value from customers to making customers more valuable. Simply put, this new focus redefines the purpose of innovation — which is not just designing better products and services, but designing better and more valuable customers."

Looking for a resource to help your organization redefine their innovation mindset? Immerse yourself in innovation at this year's Back End of Innovation (BEI) event in Las Vegas, Nevada, Oct. 6-8.

You'll learn how organizations are investing in their customers' futures. Kim Schaefer, Director of Communications, The Downtown Project, presents "Redefining a City." By helping to revitalize a downtown Las Vegas neighborhood that has been in a state of decline for many years, The Downtown Project is helping to redefine the image of the city itself. This organization is working to create an environment of entrepreneurship, learning, collaboration, innovation and creativity that it hopes will inspire communities around the world.

To learn more about BEI and register, go to www.BackEndofInnovation.com

Stay connected with BEI:
- twitter.com/BEI_Innovation #BEI14
- linkedin.com/Back End of Innovation
- facebook.com/BackEndofInnovation









Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Tuesday, July 29, 2014

Consumer Insights Canada Brings TMRE & Shopper Insights into Your Backyard

Two weeks ago, Shopper Insights in Action uncovered new trends and insights, with one common theme being shared - "Consumers want trusting relationships, they don't want cold, transactional interactions." Sir Terry Leahy, Former CEO, Tesco & Shopper Insights in Action 2014 Keynote.

Now more than ever, it's even more important to have a deeper understanding of your consumer and what they want, and that's why we're so excited to be bringing Consumer Insights Canada right into your backyard.

The Consumer Insights Canada Event focuses on the power of insights to inspire smarter decision making and shines a lens on shopper and consumer behavior in Canada.  Whether you're looking to break into the market for the first time, or just deepen your relationship with Canadian consumers - this is your must-attend event.
The North American Consumer Insights Event
September 29-October 1, 2014
The Ritz Carlton
Toronto, Ontario
Canada

You'll hear from leading Canadian insights leaders as well as experts from around the world including:

>The Art of Engagement: The Importance of Connecting with Customers in a Multi-Channel World, Canadian Tire
>Falling in Love & Having a Relationship are Two Different Things, Target Canada
>How to Embed a Culture of Customer Experience in Your Organization, BMO Institute for Learning
>Six Secret Steps to Outsmart, Out-Innovate, and Out-Adapt Your Competitors, TrendHunter.com 
>New Canadians: The New Frontier for Marketers, Yahoo! Canada & Mediacom Canada
>Parallels from a Canadian Charity: From Donor-Centric Solutions to Shopper-Centric, General Mills Canada
>Mobile NFC Payments: Canadian Opportunities, Visa Canada
>And from Brandspark, Cadillac Fairview, Colgate Palmolive, General Motors, Mastercard, Saputo and more!

Download the brochure for the full agenda: http://bit.ly/1qb4Wx2

Consumer Insights Canada provides you with the tools you need to push the agenda forward in your organizations and set the strategic framework to better understand Canadian shoppers and consumers. In addition to the insights-filled agenda, you're registration also includes BONUS ACCESS to FEI: Toronto, brought to you by the World's Leader in Advancing Innovation.

Join us in Toronto this fall! Mention code NACI14LI & Save 15% off the standard rate. Register today: http://bit.ly/1qb4Wx2

Cheers,
The North American Consumer Insights Team
#NACI14
@TMRE

themarketresearcheventblog.iirusa.com

Tuesday, July 15, 2014

Do Your Customers Expect the Unexpected?

Photo by paul bica


“Even in the familiar there can be surprise and wonder." - Tierney Gearon, author

Everyone is looking for that unique experience, product or service that will make a difference in their lives. Your customers are no exception.

They expect your brand will "wow" them yet again in some special way. And if you do, they will continue to reward you by being lifelong customers and telling their friends about your brand.

Here are some ideas to help get you started on delivering memorable and meaningful customer experiences:



Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Thursday, July 10, 2014

TMRE is Where You Future is Going

This is the best conference I ever go to." - Emily Pachuta, Head of Investor Insights, UBS Financial Service

In 2013, TMRE hit record breaking attendance uniting more of the world's leading researchers than ever before.  In 2014, TMRE goes above and beyond and becomes a catalyst for disruption, growth and impact beyond measure. TMRE 2014 is jam packed with more stories, experience and value than EVER before.

The Market Research Event 2014
October 20-22, 2014
Boca Raton, Florida
Here's what we're excited about:

·         MORE PROVEN VALUE THAN ANY OTHER EVENT: Unsurpassed in quality of content, caliber of participants and opportunities to make transformative connections
·         SHARPEN YOUR SKILLSETS: Strategic Communications & Consultative Leadership, Storytelling & Data Visualization, Trend & Millennials, Activating Insights
·         REINVIGORATE YOUR TOOLKIT: Consumer Psychology & Behavioral Economics, Big Data & Predictive Analytics, Mobile, Social & Digital Insights, Competitive & Business Intelligence
·         MAXIMIZE YOUR IMPACT: Shopper Insights & Analytics, Brand Engagement & Activation, Insight Driven Innovation, UX & Customer Experience
·         YEAR-LONG NETWORKING: TMRE Connect provides year-long virtual access to the entire TMRE universe enabling you to pass along contacts, schedule follow up meetings and tap into the braintrust that is TMRE long after the conference
·         ACTIONABLE TAKE-AWAYS: The TMRE Executive Summary guarantees you can demonstrate value and actionable take-aways back at work. Return READY to share what you learned with your entire team
·         FIND OUT MORE about our VIP ambassador program, first timer mentor experience, new networking concierge and more exclusive programs that guarantee the most productive experience possible!
·         INVEST IN YOUR FUTURE AT TMRE 2014: No other event in the world delivers such a broad offering of intellectual capital - one rich in story and high in actionable takeaways.

Launched more than 12 years ago as an event focused on online market research, TMRE has grown to be the most comprehensive insights conference in the world and delivers more proven value than any other event of its kind. But please, don't just take our word for it.

Learn more about the market research industry’s #1 event here: http://bit.ly/1kB6Cwz

Mention code TMRE14BL & Save 15% off the standard rate. Register today: http://bit.ly/1oFazob

Cheers,
The TMRE Team
@TMRE
#TMRE14
Themarketresearcheventblog.iirusa.com

Tuesday, June 24, 2014

Using Emotional Energy to Make Your Customer Experience Programs Easier, Faster and Smarter

Photo by paul bica


Identifying and designing for your customers' and employees' emotional needs will simplify and improve the efficiency and effectiveness of your customer experience programs.

During the Total Customer Experience Leaders Summit in April, Daryl Travis, CEO of Brandtrust, described how to discover and leverage emotional energy to drive better business results.
  • Step 1: Understand how your brand makes your customers feel. Brands are about feelings, not facts. Emotion drives behavior. 95% of decisions are driven by non conscious processing. Forget the "Voice of the Customer," think "Mind of the Customer."
  • Step 2: Focus on the moments that matter most, which are the ones that are most emotional. It's your competitive advantage. Establish an emotional brand purpose. A brand must stand for something important and must be authentic.
  • Step 3: Create and pulse employee energy for delivering peak customer experiences. Ongoing measurement optimizes the energy and the experience for employees and customers rating energy level.
The Cleveland Clinic is an organization that builds trust and credibility through their brand purpose. Here are two videos from the Cleveland Clinic empathy series featuring life-
changing stories with emotional energy that are unforgettable.

Empathy: The Human Connection to Patient Care by Cleveland Clinic

If the video doesn't appear, you can view it at http://youtu.be/cDDWvj_q-o8


Patients: Afraid and Vulnerable

If the video doesn't appear, you can view it at http://youtu.be/1e1JxPCDme4

Some moments in the customer's experience simply matter more than others. The critical part is figuring out what people can't or won't tell you so you can make a difference their lives.






Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Tuesday, June 17, 2014

The Open Systems Model: A Blueprint to Transform Your Organization's Customer Experience Program


Photo by paul bica

"The difficulty lies not so much in developing new ideas as in escaping the old ones.”  - John Maynard Keynes, Economist and Author

Here are highlights from a case study on HP Financial Services' 12-year customer experience program transformation:

HP Financial Services' core purpose is to differentiate the HP experience by serving as a bridge between technology and finance solutions enabling customer's achievement of their business goals. The key to their success is their engaged 1,500-employee workforce supporting customers in over 50 countries.

During the Total Customer Experience Leaders Summit in April, John Sullivan, Global TCE Leader, HP Financial Services, described his organization's 12-year journey to transform their customer experience program to drive benefits from a customer point and to minimize customer effort:
  • Phase 1: Organization Design Around the Customer
    • Focus on customer relationships
    • HP Culture, HPFS Operating Philosophy, Open Systems Model
  • Phase 2: Understanding Our Customers
    • Systemic understanding of customer experiences. Focus on improving delivery experiences and perceptions.
    • Segment our customers
    • TCE Research Programs, Closed-Loop Process
  • Phase 3: Focus on Colleague Engagement
    • Focus on enhancing colleague behaviors and skills
    • TCE Education, Communication, Rewards & Recognition Programs
  • Phase 4: Process Experience Management
    • Focus on improving process experience through process engineering. Strong process, operations and technology collaboration.
    • Six Sigma, Process Roadmaps, Process Improvement Plans
  • Phase 5: Customer-Driven Experience Management
    • Look through the lens of the customer experience focusing on ease, not delight
    • Focus on developing/implementing strategies to deliver a low effort experience
    • The Pledge, Service Acumen, Escalation Protocols

As a result, overall loyalty scores improved seven points in the last four years. In addition, they achieved a 17 point improvement in the "Secure and Favorable" segment, which contain accounts that enable Share of Wallet growth.

According to John, their blueprint is an Open Systems Model, a measurement process that gives continuous feedback. Based on the premise, "Organizations are perfectly designed to get the results they get," the Open Systems Model is a powerful leadership tool that:
  • Teaches systemic thinking
  • Enables more effective analysis and action
  • Provides common frameworks and language to facilitate and enhance communication
  • Aids and enhances alignment, which is crucial to organizational effectiveness.

Learn more about the Open Systems Model and how to turn this information into meaningful, measurable action to drive customer loyalty.


Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Wednesday, June 11, 2014

Why Your Brand Needs Social Customer Service

Everyday users go online to complain about brands – on Twitter, Facebook, LinkedIn, Pinterest – you name it. Responding to these complaints in real-time reduces the impact of them on your bottom line.

These days, customers aren’t calling your 800 number. Instead, they are getting on Facebook and complaining about you or sending a Tweet about your lousy service. Social customer service is a very different ball game with unique practices, plans and a different timeline. You’d better be listening for online complaints and be ready to respond in real-time or face potentially negative profits.

Social customer service emerged because organic online conversations require an immediate response. When a customer complains about you on Facebook or Twitter, you’d better be listening and respond within a short window or poor attitudes about your brand escalate. Social customer service connects your customers with people, both inside and outside of your organization, and with the information they need to solve problems and make better decisions. Not to mention, your customers expect it.

Check out this infographic, which highlights the key reasons your business needs social customer service:



Wednesday, May 28, 2014

Which Comes First: Business Strategy or Customer Experience?


Photo by paul bica


Following up on yesterday's post, "Making Promises, Keeping Promises: Building Brand and Loyalty through Customer Experience," organizations must transform by aligning toward customer experiences to gain a competitive edge, as explained in "Customer Experience: Is it the Chicken or Egg?" by Christine Crandell.

During last month's Total Customer Experience Leaders Summit, brand strategists, innovation experts and other thought-leaders shared their insights and best practices for driving a customer-centric culture. Here are some highlights to help you design and deliver exceptional customer experiences:

 
Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.


Tuesday, May 27, 2014

Making Promises, Keeping Promises: Building Brand and Loyalty through Customer Experience

Photo by paul bica

Would you be willing to pay more for a better customer experience?

According to Kerry Bodine, former VP and Principal Analyst, Customer Experience Research Practice for Forrester, most people would.

During last month's Total Customer Experience Leaders Summit, Kerry indicated that 81% of consumers are willing to pay more for a better customer experience. In addition, she stated that:
  • 70% of consumers stopped buying goods or services from a company after experiencing poor customer service
  • 64% made future purchases from a company's competitors after experiencing poor customer service
These sobering statistics show that customers' perceptions have a profound impact on every organization's brand equity, customer loyalty and revenue. Here's how you can help successfully define, implement and manage your organization's customer experience to deliver on its promises:
  • Come to terms with what your brand really stands for
  • Determine how your brand is (or isn't) reflected in your customer experience
  • Help employees discover the role they play
  • Align your marketing with your actual customer experience






Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.
 

Thursday, May 22, 2014

Put People First - Your Success Depends On It


Photo by paul bica


"Those that will always help a friend, will always have a friend." - Anthony Douglas Williams, inspirational author


When you put people first in everything you do, you will be rewarded in many ways. Companies that put people first - their employees as well as their customers - achieve new and higher levels of loyalty.

Putting people first allows you to understand the key drivers of employee and customer satisfaction so you can leverage empathy to improve their experiences.

Is your company customer-focused or operations-focused? Find out by reading
"Six Differences Between Customer-Focused Companies and Operations-Focused Companies" by Shep Hyken.

If people are your priority, use these insights from this year's Total Customer Experience Leaders Summit to help you design and deliver exceptional customer and employee experiences:

 
Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Tuesday, May 20, 2014

Incorporating the Rational and Emotional in the Client Experience Journey


 Photo by paul bica


"The customer’s perception is your reality." - Kate Zabriskie, learning and development industry veteran

Your customer's journey is both rational and emotional. When your clients are your customers, asking purposeful questions to understand their needs and intrinsic motivators builds trust, deepens relationships and drives loyalty.

During the Total Customer Experience Leaders Summit in April, Jill O'Neill, Director, Client Strategy and Execution, Bank of Montreal, shared how to incorporate the rational and emotional into the client experience journey. She also emphasized that investing in people and communications throughout your journey are important to ensure behavioral change sticks.

The journey begins by engaging leaders as client advocates:
  • Identify what you are trying to solve for
  • Create a roadmap to drive expectations
  • Establish a communications strategy and plan
Next, engage employees in the process:
  • Recruit key influencers
  • Map the current client journey
  • Identify the gaps and opportunities in the current experience
  • Map the desired client experience
When designing the client experience:
  • Create survey questions that are rational and emotional in nature
  • Ensure you can take action on what you learn
  • Encourage full employee participation (quantitative and qualitative)
  • Analyze priority touch points and attributes
  • Understand the employee mindset
Finally, when delivering the client experience program:
  • Hardwire insights into new disciplines
  • Set clear expectations for employees
  • Make emotional connections with clients. Set expectations for a different experience focused on non-financial goals.
  • Identify and prioritize client goals



Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Wednesday, May 14, 2014

Creating a Positive Customer Experience


When it comes to obtaining and retaining customers, remembering what you learned in kindergarten really isn't enough anymore. Now, it hinges on the effective use of social media and other Internet-based resources, according to a new study from Consero Group.

Further, Chief Customer Experience Officers will continue to need a variety of new tools and processes to manage the smart consumer effectively and retain customers in a competitive marketplace. More companies recognize the importance of positive customer experience to overall success. But even though budgets and staff sizes are increasing in many firms, many CX executives still lack sufficient resources to run their departments well.

Check out this cool infographic by CMSWire about how to create a positive customer experience:


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