What You Don’t Know About Millennials Will Hurt Your Bottom-line

This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Why does it matter? They are different than other generations that have come before then. If you are in the Boomer Generation and are running a contact center there are some changes on the horizon that are key to know about and start preparing for now.

Let’s look at some of the stats. There are >2 billion people in the world. Two billion are active on social media and 1 in 3 consumers prefer social to phones for service. Who’s leading the way? Those that were born into the world with nearly a device in their hand, well almost. And while this post is about customer service, we can’t really separate marketing, customer service and other disciplines. We’ll see why in a minute.

Millennials are the largest, most diverse, educated & influential shoppers on the planet. They are positioned to be the wealthiest generation to date and have influence over their Baby Boomer parent’s choices & will inherent their money / real estate. In fact, by 2018 in US, projected income = $3.4 Trillion/year & surpassing Baby Boomer income.

They are different than The Boomer Generation in that social networks & technology are their LIVES! Here’s some stats:

  • 75% created a profile on a social networking site
  • 55% visit those sites once/day
  • 60% connect to the Internet wirelessly when they are away from work or home
  • 88% text each other
  • 74% new technology makes their life easier
  • 50% use it to be closer to their friends
  • 65% are disconnected one hour or less a day

And millennials take online action all the time!

  • 70% recommend their favorite brands to family & friends
  • 47% write about good online experiences
  • 40% have criticized a brand on a social network
  • 70% would create a video and post it online or write a review about their experience with a company

This post is about customer service, but the initial engagement of Millennials is typically through efforts that tend to fall into marketing – though can also be done in customer service. You want to asknormal-customer-text yourself are you really ready for the Millennials generation? Do you understand how different theunder-20-customer-texty are?

 

 

 

 

 

So if you are wondering where to start here’s some tips:

Map Your Generational Customer Journeys. This is Maya. She is 22 and social is her life. She may do some research using google and find your website. They she may decide to buy something from  Facebook ad, then one the she’s using the product and finds it not up to her standards, she complains on twitter and then leaves critical feed back you your website.

customer-journey

Learn Why Millennials Trust Your Company Enough to Buy from Them

While 55% said “price” was most important reason, however, price is the least important in building their trust

  • 30% cared more about product quality & quick service
  • 20% cared more about the range of products offered
  • Brand switching is common (least loyal of all generations)

Learn How Do Millennials Decide To Buy From You

A company’s reputation can matter as much as the performance of its products

  • 34% bought from a brand because of the social or political values of the company
  • 89% intentionally visit showroom to see product; then price compare & buy online at best price
  • 90% tell their family & friends NOT to purchase the company’s products when they lose trust or respect for a brand

Engage Millennials Around Life Events

  • They care about things that affect their life
  • Graduating, getting married, buying a house, having children, getting a job, getting divorce, dating…
  • That’s the type of content they are looking for from you – help them with their life events and they will reward you with their loyalty

But Know As You Engage Millennials, Don’t Separate Marketing and Customer Service!

Millennials don’t see the company from separate silos. They see the company as one large department and they expect that you know them and that you treat them the same in all channels, on all devices and from all interaction aspects – from marketing, to service to…. If a Millennial has a problem with a company, instead of calling customer service… 

  • They text 5 friends & share frustration on Facebook
  • Friends share the story with peer groups
  • Result: Friends comment on the incident & share their own stories of disappointment
  • A single event can spread like wildfire
  • When seeking customer service <1% will call customer!

Empower WORD-OF-MOUTH Millennial From All Departments and Share Data About Customers Across All Departments

Know what Marketing said to the customer about a product and service. Know what the brand promise was and make sure the product lives up to it. And that customer service knows what that promised was so they can help transform a bad situation into a good one. Millennials want to trust your brand.

  • Millennials are looking for great products and brands to share with their friends
  • Focus on making an excellent product
  • If you do, then your marketing efforts can be authentic
  • As a result, WOM marketing will be done by Millennials.

So here’s some take aways and look forward to a new report with much more details soon! I am speaking at OpenWorld on Tuesday Sept 20 at 11 AM in Moscone West. Come say hi! I want to hear your stories!

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@DrNatalie Petouhoff, VP and Principal Analyst

Constellation Research Covering All Customer Facing Applications to Create Great Customer Experiences!

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*Sources: Pew Research,  Javelin Strategy & Research Study  &  IRI study

 

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Lessons Learned from the Digital Hollywood Panel

The Digital Hollywood Panel was comprisized of Brian Popowitz, Jessica Hasson, John Bohan, Christopher Puga and Johnny Miller. When I asked them if they could only leave the audience with a few 1-3  thoughts, what would they be, here’s how they responded:

Brian Popowitz

1) Black Box. I’m in the business of working with musicians to aggregate an audience, build affinity between the audience/artist, and monetize the affinity an artist has with their audience. Social media has completely transformed that linear funnel and it what I dedicate each day of my life to work on.

2) Hoping for a magic bullet or virality is not a social strategy. Panoptic conversation will be replaced with more personalized conversation through social media. Influence is power.

Christopher Puga

1) Have a Voice – Not so long ago brands did everything possible to stay away from public opinion. platforms like twitter and Facebook have changed that. Not even 10 yrs ago some brands would consider it a luxury to not feel the need to comment on social issues. It’s the brands that you see now, like Oreo, Netflix, etc that look at this as an opportunity… an opportunity to build a deeper relationship with their customers and even move ahead of their competitors.

2) Plan for the Moment – Would you be surprised if I said the Oreo, dunk in the dark was not a random lucky post by accident? In fact, it was strategized and planned months in advance. They had a series of images ready to post given the situation. Some obvious like holidays and some subjective. how they won was by planning for the moment and being prepared to join the real-time conversation regardless of what happens in the world. So the lights went out in the super bowl and just like that, you have an award winning tweet and something that marketers will remember forever.

3) Don’t be Afraid to Fail – New features roll out weekly. New platforms pop up and with them come new potential customers. New ways of communicating spark out of nowhere. Don’t be afraid to try something new. Tweet with an emoji, start a periscope account, test Facebook live video, live tweet a TV show. start an AMA with an exec or special guest. Don’t be afraid to fail, but if the returns aren’t there, then fail fast. Only 17% of fortune 500s are on Pinterest. This is a powerful platform that is perfect for brands that want to connect with their customers.

John Bohan

I’m fascinated and energized by the state of the advertising industry today. Many people claim advertising is dead, and there’s no doubt it has changed dramatically in recent years with new challenges emerging daily. Advertising as we knew it is dead. Good advertising is no longer about selling. It’s about inspiring. It’s no longer about brand stories. It’s about people stories. Social media is the single most effective way for brands today to make real connections with real people.

1) Think, talk and act like your customers by gaining a deep understanding of your CUSTOMER ARCHETYPES (read our “bluepaper” here). You have to meet people on their terms in marketing today, and genuinely care about improving the quality of people’s lives. It’s not about your WHAT…it’s about tapping into their WHY.

2) VIDEO, VIDEO, VIDEO. It’s estimated that mobile video will account for 75% of total mobile data traffic by 2020. Facebook is making major moves to champion video and it’s already proving to be highly effective for brands and publishers. From Facebook 360 to Facebook LIVE (hailed as the future of TV – exploding watermelon, anyone?), new video tools allow people to get even closer to the brands, movies and media they love.

3) THE MESSENGER MATTERS – If you want more customers, get more friends.  Brands touting their own services and capabilities through one-way messages fall silent in the forest.   No one cares and people are tired of being sold to constantly.   But they do like and buy from brands that are recommended by their own friends or people that they trust.

If you want people to listen to your message, the person telling your story matters.   Build quality networks of influencers that connect with your different archetypes and provide these advocates with turnkey, engaging ways to spread your story in authentic ways (see Storytelling vs. Story Starting).

Jessica Hasson

CEO and Founder of PulpPR. I am passionate about this panel because it has been a powerful learning experience understanding the psychology behind social media, and what companies like Facebook are doing to improve their platforms accordingly. These changes are what ultimately impact the future of marketing and public relations, and we must learn and adapt from them if we are to be successful.

1) Take advantage of the wealth of social media resources available to you: social networks, marketing tools, etc. – most of which are free or of low cost to your business. You have nothing to lose and everything to gain from these resources.

2) Keep on top of the latest social media trends: Experts are constantly studying the psychological impacts of social media. Read up on these types of studies often to better understand how you can efficiently target customers through social media.

3) Analyze your results, often: The only way to improve upon your past efforts is to analyze them, and figure out what went wrong or what did well. As Einstein has stated: Insanity is doing the same thing over and over and expecting different results. Don’t be insane.

What these people who are in the field actually doing digital and social media, interfacing and engaging with customers are telling us is that the customer is in charge of the message and that it’s time to shift the way things are done.

@DrNatalie, VP and Principal Analyst, Constellation Research

Covering Customer-Facing Applications that Create Awesome Customer Experiences

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Honorees Announced for the 2016 Marketing Hall of Femme!

Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! These incredible women have storied careers, take risks, and push the industry and their companies forward with their edgy marketing strategies. On April 8, 2016, we’re celebrating all of their outstanding achievements and more.

New this year, the event features a Leadership Summit in addition to the Awards Luncheon. Attendees will meet the 2016 Leading Ladies, hear the first-person narratives behind their success stories, and attend educational sessions that explore the challenging yet rewarding roles of female leaders in the marketing industry today.

Introducing 2016’s most influential women in marketing:

marketing2 marketing marketing3

Learn more about the inspirational event that is the Marketing Hall of Femme:
Click here to read about previous years’ honorees and keynote speakers, view video interviews, and more.


My POV: Of course it would be to say that we need more women in technology. That’s it. I will keep it simple. And to congratulation all the amazing women named here and that work in the world of technology every day! You are my heros.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research
Covering Cloud and IoT That Drive Better Business Results and Awesome Customer Experiences
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Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. This is the sixth year of the Constellation SuperNova Awards. Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? If so, let us know. We want to hear your stories of using and developing:

  • IoT
    • IoT and creating awesome Customer Experiences
    • IoT and creating awesome Customer Service (Field Service)
    • IoT, the Customer Experience and its affects on Customer’s and Businesses Security/ Privacy
    • Using IoT to deliver smarter Marketing
  • Cloud
    • Using the Marketing Cloud to Increase Conversion, Targeting, Relevancy…
    • Using Customer Service Cloud to Service Customers Reactively, Proactively and Drive Marketing
    • Using the Customer Experience Cloud To Drive Awesome Customer Experiences
    • Using the Sales Cloud to Grow Win Ratios…

We will be recognizing nine individuals who demonstrate true leadership in digital business through their application of new and emerging technologies. We’re searching for leaders and teams who used disruptive technolgies to transform their organizations. Special recognition will be given to projects that seek to redefine how the enterprise uses technology on a large scale.

Are you really on the leading, bleeding edge? Then we are looking for you! If you are not on the edge, you are taking up too much room! We’re searching for the boldest, most transformative technology projects out there. If you or someone you know has what it takes to compete in the SuperNova Awards, fill out the application here

What’s the Timeline look like? I kinda hate to publish this, because everyone looks at it and thinks- Oh August – I have plenty of time! Don’t kid yourself. It takes time to not only do a great project but also document it! So don’t wait to the last minute… If you are up to something special, start jotting down your project info so you won’t be late with application submission!!! And make sure you have data to show your results!

  • February 8, 2016 application process begins.
  • August 8, 2016 last day for submissions.
  • September 7, 2016 finalists announced and invited to Connected Enterprise.
  • September 12, 2016 voting opens to the public
  • September 21, 2016 polls close
  • October 27, 2016 Winners announced, SuperNova Awards Gala Dinner at Connected Enterprise 

Why bother? There’s lots of Rewards! Besides getting to hang out with me :-) and a ton of other really outstanding and amazing leaders, and get to hear what the top companies in the world are doing, you’ll also get…

Wondering Who Are the Judges?

The judges are technology thought leaders, analysts, and journalists selected for their futurist mindset and ability to separate substance from hype. The SuperNova Award Judges carefully evaluate each SuperNova Award application against a rigorous set of criteria. Judges will identify individuals who demonstrate true leadership in the application and adoption of new and emerging technologies.  Want to catch a judge’s eye? Judges look for projects whose elements can be replicated in other enterprises. Want to know more about the awards and judges? You can learn more about the SuperNova Award Judges.

What Types of Projects or Inititatives Can Be Submitted? Here’s a list of the categories:

  •  Internet of Things – A network of smart objects enables smart services. (examples: sensors, smart ‘things’, device to purchase)
  •  Data to Decisions – Using data to make informed business decisions. (examples: big data, predictive analytics) 
  •  Digital Marketing Transformation – Personalized, data-driven digital marketing. 
  •  Future of Work: Social Business – The technologies enabling teams to work together efficiently. (examples: enterprise social networks, collaboration)
  •  Future of Work: Human Capital Management – Enabling your organization to utilize your workforce as an asset. (examples: talent management)
  •  Matrix Commerce – Commerce responds to changing realities from the supply chain to the storefront. (examples: digital retail, supply chain, payments, omni-channel retail)
  •  Next Generation Customer Experience – Customers in the digital age demand seamless service throughout all lifecycle stages and across all channels. (examples: crm, customer experience)
  •  Safety and Privacy – Strategies to secure sensitive data (examples: digital identity, information security, authentication)
  •  Technology Optimization & Innovation – Innovative methods to balance innovation and IT budgets. (examples: innovation in the cloud, ENSW cost savings, cloud ERP, efficient app production)

Who Won Last Year? I knew you would ask that, so here’s that info below. And they were all outstanding. Let’s see if you can beat what they did last year! We are really looking for the super stars. And you know who you are!

CoIT & The New C-Suite

Martin Brodbeck: CTO, Sterling Backcheck

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Data to Decisions

Alda Mizaku: Lead Bus Solutions Analyst, Mercy

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Digital Marketing Transformation

Naveen Gunti: Senior Director of e-Commerce Technology and Operations, Tumi Holdings, Inc.

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Future of Work – Human Capital Management

Asha Aravindakshan: Operations Director, Global Talent, Ashoka

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Future of Work – Social Business

Steve Nava: Senior Director Field Service, Americas, Luminex

*************************************************************Matrix Commerce

Jordan Kivelstadt: CEO, Free Flow Wines

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Next Generation Customer Experience

Dan Wallis: Director of KP OnCall, Kaiser Permanente

*************************************************************

Technology Optimization & Innovation

Dr. David Bray: Chief Information Officer , Federal Communications Commissions

Erica Stevens: VP of Supply Chain and Information Technology, Dylan’s Candy Bar

So there’s your bar. It’s been set high, but I know you can top it! Go for it! Can’t wait to see you at  SuperNova Awards Gala Dinner at Connected Enterprise!!
@DrNatalie, VP and Principal Analyst, Constellation Research
Covering Customer-facing Applications That Make Amazing Customer Experiences
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The 2016 Marketing&Tech Innovation Awards

DMN and The Hub have combined forces this year to present the Marketing&Tech Innovation Awards, which honor the most innovative strategies, platforms, and people in marketing today. I was thrilled to be a judge in this year’s selection. The winners will be announced on March 10th, but take a peek at the finalists below and let me know who you think should win!

 

Case Study Categories

Analytics Innovation

evolve24
Sales Predictions Using Social Conversations

Experian Marketing Services and Golfsmith
Analytics for the Holidays

Grapeshot and Sawyer Studios
Lila & Eve

Merkle
Connected Attribution Solution

Visual IQ and BuildDirect
Marketing Attribution Solution Implementation

Content Marketing Innovation

Aflac
One Day Pay

gen.video
How Scalable UGC Video Content Catapulted Crest Pro-Health HD to #1

New York International Auto Show
Virtual Tour

Stein IAS
The Digital Marketing Maturity Campaign

Verifone Media and Aria Resort & Casino
Verifone Media helps Aria Resort & Casino Enhance Tourist Engagement on the Vegas Strip

Email Marketing Innovation

Experian Marketing Services and Finish Line
Finish Line: College Fleece Program

Experian Marketing Services and Delta Air Lines
Delta’s Flight Cycle Program

Merkle and Samsung
SUHD Product Launch

Merkle and Marriott
Marriott Drives App Engagement Through Email

netCORE Solutions Pvt. Ltd. and Reliance Life Insurance Company Ltd.
Connecting the Dots and Humanizing Email Experience See Faster Email-to-Sale Conversions

Mobile innovation

Event Marketing Strategies and Nationwide
Nationwide: Make Safe Happen Safety Experience

FORENSIQ
Mobile Ad Fraud Study – Mobile Device Hijacking

Harte Hanks and Samsung Mobile
Samsung Note 4 Product Launch with Harte Hanks  

Stein IAS and Key Technology
Mobile Virtual Reality Experience

Omnichannel marketing innovation

Experian Marketing Services and American Eagle Outfitters
Reserve, Try and Buy: An Omnichannel Shopping Experience

FordDirect
ConsumerConnection

RedPoint Global and Xanterra Parks & Resorts
Xanterra Parks & Resorts – A Journey to One-to-One Marketing Excellence

Belk Inc., iCrossing, and Kenshoo
Driving Triple-Digit Increase in Conversion Rates

WIT Strategy and Selligent and Extra Space Storage
Selligent/Extra Space Storage

Social innovation

Grey Global Group and Volvo Cars North America
Volvo Interception

LEWIS Pulse
#Trending: Raising the Bar on Cross-Channel Social Media Coverage for Events

Plat4orm PR and Metia
Microsoft in Health

Principal Financial Group
See Your Retirement

W2O Group
Nothing can be perfect

Platform Categories

Most Innovative Analytics Platform

Brandwatch
Brandwatch Analytics

Experian Marketing Services
The Intelligence Manager of the Experian Marketing Suite

Fluid PR, Inc.
AppsFlyer

Merkle
Citizens Big Data Platform

Origami Logic
Marketing Signal Measurement Platform

Most Innovative Customer Experience Management Platform

MaritzCX
MaritzCX Platform

Epsilon
Epsilon’s Agility Loyalty

Influitive

Kitewheel
The Kitewheel Customer Journey Hub

Qubit
Qubit Visitor Cloud

Most Innovative Integrated Marketing Suite

Act-On Software

Blanc & Otus
Oracle Marketing Cloud

Blueshift
Blueshift Segment-of-One Marketing Automation

Experian Marketing Services
The Experian Marketing Suite

Salesforce
Salesforce Marketing Cloud: Personalize and Optimize 1:1 Customer Journeys

Most Innovative Mobile Marketing Platform

BLANC & OTUS
DoubleDutch

Comunicano, Inc.
FollowAnaytics’ Enterprise Mobile Analytics Platform

HookLogic
The HookLogic Platform: Powering Mobile Ads with Attribution Data, Anti-Ad Blocking, and Awesome Results

Button
Button

Swirl Networks, Inc.
Swirl Network’s Beacon Marketing Solution

Most Innovative Social Media Platform

500px
500px, photo sharing’s underdog, swings big in 2015

Sprout Social

Tracx
Tracx Social Business Cloud

Stars of Martech Categories

Content Marketing Scribe
Cassandra Jowett, Senior Content Marketing Manager, Influitive

Craig Vore, Insights Manager, Strategy & Optimization, Outsell

Denice Surjan, Senior Marketing Manager, Experian Marketing Services

Dr. Maruthi Viswanathan, Managing Director, RxPrism Health Systems

Steve Sachs, CEO, OneSpot

Data Scientist

Christopher S. Penn, Vice President of Marketing Technology, SHIFT Communications

Jonathan Smalletz, Lead Analyst, Merkle

Stacey Hawes, Senior Vice President, Data Solutions, Epsilon

Digital Ace

Chad Blodgett, Senior Vice President of omnichannel, Rakuten Marketing

Tuomas Peltoniemi, President, Asia, Digital Arts Network

 

Marketing Technologist

Emad Georgy, SVP & Global Head of Software Development & Product, Experian Marketing Services

Francis Wallinger, Chairman, Alchemetrics Ltd

Gwendolyn Lefevre, Vice President, Marketing Operations & Digital Marketing, Bottomline Technologies

Programmatic Prognosticator

Amy Good, Adaptive Media Investment & Technology Lead, Nestle Purina Pet Care

Lewis Gersh, CEO, Founder and Chairman, PebblePost

Victor Wong, CEO and cofounder, PaperG

Social Strategist

Michael Rusten Gabriel, Marketing Manager, Envision Creative Group

Stephanie Capouch, Social Media Manager, WP Engine

 

For more information about the finalists and the event, click here.

 

@Drnatalie, VP and Principal Analyst, Constellation Research

Covering Customer-facing Customer Experience Capabilities – People, Process and Technology

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Oracle OpenWorld #OOW14 Customer Experience Wrap-Up

Why is CX or Customer Experience So Important Today?

Attending OpenWorld 2014 brought to mind the importance of making sure your customer-facing organizations are really focused on the customer.  While this may seem like a very obvious thing to say, most studies show a large gap between what customers think about the experiences they have with their customers and what the company thinks about the experiences they provide.

7  Tips for CX customers and Prospects

The craze of CX or Customer Experience is rampant, with many definitions and many different meanings to customers, companies and vendors. It’s time to get some things straight. You must first decide is CX means Marketing, Sales and Customer Service or does CX mean to your company, just Customer Service? In the new world of modern Customer Experiences, it means any customer-facing interaction. Here’s some things to think about:

1. The customer doesn’t think about interacting or engaging with a company per department or silo – i.e., Marketing, Sales, Customer Service….

2. The company must begin to understand what they have in each department – Marketing, Sales and Customer Service before then can even begin to dream of being “of service” to a customer.

3. Understanding what each department has means that each department needs to understand what software they have, what it does, does is experience when internal people use it create the experience their customers want and see and will those customers return because the experience is so good?

4. Each department needs to understand what processes, policies, people, skill sets, resources, etc… it has to  create the experience their customers want and which ones are most important to make sure they will return because the experience is so amazing.

5. Once a company has a good handle on what they have, they then need to understand where the gaps are — not only within each department, but how each department interacts with each other to make the overall customer-facing experience great.

6. Once those gaps are defined, they must be quickly closed before competitors do so, otherwise customers will walk away- either with their feet or their mouse.

7. The last piece of advice? Pivot, shift and change or get out of the way so your competitors can take care of your customers.

The take-a-ways from the CX part of OpenWorld were essentially to:

  • Discover how to deliver a seamless customer experience regardless of where or how customers connect with you
  • Learn how to differentiate your brand by creating a unified web, social, and contact-center experience
  • Gain insight into how to deliver proactive, highly personalized customer communications using closed-loop marketing and integrated analytics.

Oracle provided examples of companies that are currently in progress or have accomplished some of these goals from brands like General Motors to Insperity. (Those sessions were held in Moscone West otherwise known as CX Central)

A report by Global Insights on Succeeding in the Customer Experience Era, Oracle, 2013, showed that there is a 20% annual loss in revenue for business who don’t deliver great customer experiences. And that makes sense, because if the experience is not positive – customer will either return products or not even return to buy products and worse they will tell their friends and family. And not just in the small circles they can reach in person.

What social and digital media has basically done is to create a large megaphone for customers to share how good or bad their experiences are, in a nanosecond online and that content or those postings are permanent. As permanent as cave paintings that last thousands of years. And that’s why using a technology partner like Oracle is very important. What I learned at the conference is that they realize that it’s a lot to take in and to understand how to take existing systems and integrate all the new things. And they want to be the company you come to to get help with this. So hold them to this promise.

What has changed in CX for Oracle Customers and What Oracle has Done to invest in CX?
The acquisition of all the new technologies has helped Oracle become a more CX-focused vendor. In particular, their acquisitions in Marketing, Social / Digital and Service have been especially key. With Oracle’s Marketing Cloud and Services Cloud, customers now have a suite of Internet-hosted software along with some sales and customer service capabilities:
  • Eloqua (a marketing automation platform as the base for marketing automation)
  • BlueKai (cloud-based big data platform that enables companies to personalize online, offline and mobile marketing campaigns with richer and more actionable information about targeted audiences)
  • Responsys (e-mail marketing, web-hosted marketing technology for reaching consumers on mobile devices and social networks, display advertising and other online channels)
  • Compendium (content marketing)
  • ReadyTalk (audio and web conferencing as well as webcast hosting)
  • Vitrue (a cloud-based social marketing and engagement platform that enables marketers to centrally create, publish, moderate, manage, measure and report on their social marketing campaigns)
  • RightNow (Oracle Service Cloud including Web Customer Service, Cross Channel Contact Center, Knowledge Management, Policy Automation and Field Service) combine modern web self service, knowledge management, call center and field support software technology with social media collaboration for a consistent, superior customer experience)…

Here’s More Details on each of these acquisitions:

  • Eloqua: builds upon Oracle’s previous acquisitions of RightNow and Vitrue. The point of Eloqua is so that brands using Eloqua’s technology are better able to track, capture and analyze a potential buyer’s digital body language, including their preferences, behavior and decision-making processes, to more accurately score and qualify leads and identify high quality prospects.
  • BlueKai: includes its Data Management Platform, which centrally organizes a company’s customer and audience data in the cloud to help implement personalized marketing campaigns across all channels and deliver better results and higher marketing ROI. BlueKai also runs the world’s largest third party data marketplace to augment a company’s proprietary customer data with actionable information on more than 700 million profiles.

 And BlueKai will be /is integrated with both Responsys for B2C marketing automation and Eloqua for B2B marketing automation in order to deliver orchestrated and personalized customer interactions across all marketing activities and channels. BlueKai combined with Oracle’s Marketing and Social solutions provide customers with the ability to build the richest user profiles combining information from first party and third party sources including media, advertising, social, and mobile sources. The combination will also allow both B2B and B2C organizations to build unmatched personalized cross-channel campaigns and customer interactions across e-mail, web, social, mobile, advertising and syndicated content channels.

  • Responsys: The addition of Responsys extends Oracle’s Customer Experience Cloud, which includes Commerce, Sales, Service, Social and the Oracle Marketing Cloud. By bringing together Responsys and Oracle Eloqua in the Marketing Cloud, for the first time CMOs that support industries with B2C or B2B business models will be equipped to drive exceptional customer experiences across marketing interactions and throughout the customer lifecycle from a single platform.
  • Compendium: The addition of Compendium extends Oracle’s Customer Experience Cloud, with a cloud-based content marketing provider that helps companies plan, produce and deliver engaging content across multiple channels throughout their customers’ lifecycle. Compendium’s data-driven approach aligns relevant content with customer data and profiles to help companies more effectively attract prospects, engage buyers, accelerate conversion of prospects to opportunities, increase adoption, and drive revenue growth.

The combination of Oracle Eloqua Marketing Cloud with Compendium is expected to enable modern marketers to align persona-based content to customers’ digital body language to increase “top-of-funnel” customer engagement, improve the quality of sales leads, realize the highest return on their marketing investment, and increase customer loyalty.

  • ReadyTalk: As organizations of all sizes look at new ways to collaborate and engage audiences, the audio and web conferencing market has become increasingly competitive. To stand out in a market dominated by larger providers and successfully execute sophisticated marketing programs that fit with its customer-centric culture, ReadyTalk, a provider of audio and web conferencing services, selected Oracle Eloqua, a component of the Oracle Marketing Cloud. With Oracle Eloqua, ReadyTalk has been able to deliver highly personalized, targeted messages to nurture leads and convert customers into brand advocates, improving marketing effectiveness and ROI.
  • Vitrue:  The proliferation of social media has changed the way that organizations and consumers interact. Vitrue’s social marketing platform helps organizations enhance their social marketing efforts to the next level of social engagement by giving brands the ability to scale across multiple social networks, target messages from global to local, create unique and consistent brand experiences, and publish content that engages fans and drives leads.

Together, Oracle and Vitrue plan to enable a unified social experience across customer interactions, resulting in meaningful customer engagements with consistent brand experiences across all channels and media; improved return on investment for social sales and marketing campaigns across paid, owned and social media; and enhanced customer service through real-time responsiveness and high touch engagement.

  • RightNow: Oracle Service Cloud including Web Customer Service, Cross-Channel Contact Center, Knowledge Management, Policy Automation and Field Service provides a rich online customer experience solution so consumers can research, purchase, or resolve issues from any device and channel. Set a standard for best-in-class service by allowing your customers to interact on their own terms while you increase conversions and lower service costs. // Social-self service and social contact center enables brands to manage social interactions as a fully integrated part of the customer experience.
  • The Oracle Service Cloud social experience is designed to extend the customer experience to the places where consumers are learning, sharing, and buying across the social web. // The Cross-Channel Contact Center delivers end-to-end management of the customer journey through unified records, interfaces, and knowledge. Even your junior agents are able to deliver exceptional experiences consistently across every channel for operational efficiency and service excellence.
  • Oracle Commerce: Sitting apart, but in concert with The Service Cloud and Marketing Cloud, is the e-commerce piece of the puzzle, Oracle Commerce. Built on a foundation of business user control, the platform delivers and omni-channel support for selling online, in the store, or wherever a customer is. It Increases agility and empower marketers and merchants with the tools to manage omni-channel experiences, personalization, search and navigation, promotions, content, and more Rapidly launch sites for new brands, markets, and single-purpose campaigns. It allows for international expansion and target new geographies and segments more effectively, and includes B2B and B2C modules to better support different business and selling models
What Oracle Can Do to Improve CX for Customers
While Oracle has invested very heavily in the Marketing area, they should still look to continue to develop their offerings in Sales and Customer Service.
Sales is currently a group of solutions like Lead and Opportunity Management – which provides access anytime, anywhere with Microsoft Outlook™, and mobile capabilities for Android™, iOS™ and BlackBerry.™ And a Territory and Quota Management solution along with a Partner Relationship Management solution and Social Collaboration.
Customer Service is a combination of solutions like Knowledge Management, Semantic Search, Guided Knowledge, Knowledge Analytics, Integrated Apps to Deliver knowledge at the point of need using modern Web Self Service, Contact Center and Field Service Apps and knowledge APIs used to leverage customer context and data from external systems for step by step guidance.
In addition Customer Service includes Cross-Channel Contact Center, with case management to manage timely resolution of incidents across all your channels. It also includes guided resolution, that dynamically captures critical information through guided dialogues, as well as Customer Engagement which personalizes proactive communications with your customers from deep service profiles. The solution also includes the Social Contact Center, where one can infuse social listening and engagement into the contact center along with agent mobility to enable agents to resolve issues even when away from their desktop, along with a Unified Agent Desktop that integrate other systems into one unified experience for your agents.
Other customers continue to have customer service agents on Siebel. Siebel is used by customers in need of tailored industry solutions. While Siebel might have been a good database interface, it was not always the favorite pick of customer service agents for ease of use and functionality. Some of that capability has been greatly improved with the new Simplified User Interface. But Oracle needs to keep their eyes on their competitors who are also very customer service agent focused, making their job easier means happier, more profitable customers.
While Oracle has invested very heavily into many aspects of what it takes to deliver great customer experiences across all customer-facing aspects of the company, the need to integrate all the systems so they work as a unified solution is always the tricky part.
As analysts, we will be watching to see how easy it is for customers to take the various solutions and implement them and the amount of time it takes to integrate them. Certainly the days of old, where systems integrators made large sums of money by creating connectors or connecting systems, has been replaced by simplified API’s, etc…. But as always, the more things change, the more they say the same. The devil is in the details. And we will be watching for case studies on how all the moving parts work together.
@drnatalie
VP and Principal Analyst, Covering Marketing, Sales and Customer Service to Create Great Customer Experiences
Constellation Research

 

 

 

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Constellation’s SuperNova Awards – Got a Great Case Study? Get Recognized for Your Innovation!

If you have implemented something and have a great case study there is no time like the present to submit it to Constellation’s SuperNova Awards.  In our 4th annual The SuperNova Awards we seek to honor leaders who have overcome adversity to successfully implement disruptive technologies in their organizations. We’re looking for applications that demonstrate overcoming adversity, replicability (project’s ability to be replicated in organizations), and applications of disruptive technology that resulted in business model transformation.

The 2014 SuperNova Awards will recognize seven technology leaders in the following categories:

  • Consumerization of IT & The New C-Suite
  • Data to Decisions
  • Digital Marketing Transformation
  • Future of Work
  • Matrix Commerce
  • Next Generation Customer Experience
  • Technology Optimization & Innovation

Rewards Include Research and Invitation to Connected Enterprise

Finalists in each category will be awarded one complimentary ticket to Constellation’s Connected Enterprise.  Finalists will receive VIP admission to the event and may be selected to share their implementation story on a panel at Connected Enterprise.

Winners in each category will win a one-year “Research Unlimited” subscription, which includes access to all Constellation research and premium content. Constellation’s “Research Unlimited” subscription is valued at $120,000.

Awards Ceremony

The SuperNova Award Winners will be announced live, on stage, at the SuperNova Awards Gala Dinner on October 29, 2014 on the first night of Constellation’s Connected Enterprise.

Timeline

  • May 27, 2014 application process begins. Submit applications here: http://constellationr.com/events/supernova/2014
  • August 1, 2014 last day for submissions. Judges select finalists.
  • August 22, 2014 finalists announced and invited to Connected Enterprise.
  • September 8, 2014 voting opens to the public
  • October 1, 2014 polls close
  • October 29, 2014 SuperNova Award winners announced at the SuperNova Awards Gala Dinner, held the first night of Constellation’s Connected Enterprise innovation summit.

The SuperNova Awards honor the true industry heroes and innovators that are solving business problems by putting technology to work in new ways that are changing the outcomes of business,” said R “Ray” Wang, Founder, Constellation Research, Inc.  “The SuperNova  Awards program is fueled with the momentum of hundreds entries, and we’ll be honoring the most impressive this October at our Innovation Summit.

If you want to spread the word – here’s a tweet all ready for you:

#DisruptiveTech early adopters apply for @ConstellationRG SuperNova Award   http://constellationr.com/events/supernova/2014 #SNA2014 #ensw

Skype: drnatalie007 | LinkedIn | Google+

Catch my latest:
• Thoughts at www.DrNatalieNews.com 
• Upcoming book series: “7 Steps To Digital Customer Experience Mastery” (working title) 

SAVE THE DATE!
Constellation’s 4th Annual Connected Enterprise 
The Executive Innovation Conference | October 29th-31st

Half Moon Bay, CA | Ritz Carlton

 

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Adobe Summit March 24-28, 2014 | Salt Lake City, UT

I’m looking forward to attending the Adobe Summit this year in Salt Lake City. Thinking about join me? Here are the top reasons why you should attend:

  1. Make the most of every opportunity

    Summit will give you the inspiration, tools, and know-how to find and maximize every marketing opportunity so you can increase your impact and your revenue.

  2. Learn from the experts.

    Summit sessions and labs are taught by some of the most innovative marketers from top companies around the world. This is your opportunity to learn from their years of real-world experience.

  3. Find solutions to your specific marketing issues.

    Learn how to tackle your own marketing and data issues as you see Adobe Marketing Cloud in action. You’ll leave with specific skills, best practices, and strategies you can put to work immediately.

  4. Be among the first to know.

    Summit is where we discuss the latest trends and news in digital marketing. Be the first to witness this year’s product announcements, news, and industry trends from the Adobe Marketing Cloud community.

  5. Network with leading marketers.

    Summit brings together the best marketers and advertisers from all industries, and we’ll showcase some of our most innovative partners in the Community Pavilion. Make time to stop by and learn about their new technologies.

  6. Spend face-to-face time with Adobe Training Services, Adobe Customer Care and Adobe Consulting.

    Upgrade your skills. When you register for Summit, you’ll have the opportunity to sign up for Adobe Marketing Cloud classes delivered by Adobe Training Services. Add an extra day or two at Summit and receive hands-on training that will help you get even more value from your Adobe technology.

  7. Customize your learning.

    With eight content tracks, you can easily organize and customize your week to attend the breakout sessions you need, so you can learn the latest skills relevant to you and your company.

  8. Put yourself ahead of the pack.

    Time invested at Summit will pay dividends to you today, and for your continuing career, as you gain valuable knowledge and skills. You’ll already be where your peers and competition are trying to arrive.

  9. Enjoy evening parties and entertainment.

    Once you’ve soaked in all you can from the keynotes and breakouts, the day will be far from over. Use the evenings to meet other marketers, and enjoy big name performers have the Summit Bash. Previous Summit performers have included Maroon 5, the Killers, Lenny Kravitz, Foster the People, and the Black Keys.

  10. Unwind on the ski slopes.

    Your Summit registration allows you to request a complimentary lift ticket for Friday’s Ski Day. (Ski rental equipment can be added during registration for a nominal fee; however there are a limited number of rental packages available).

Decided to join me? Register here!

Dr. Natalie Petouhoff 

How to work with Dr. Natalie  VP & Principal Analyst | Constellation Research, Inc.

How to work with Dr. Natalie at the Executive Success Firm

Dr. Natalie: voted Top 20 In Social Media HuffPo
Voice:  +1.310.919.8467  | Twitter: @drnatalie |

Skype: drnatalie007 | LinkedIn | Google+

Catch my latest:

• Thoughts at www.DrNatalieNews.com 

• Upcoming book series: “7 Steps To Digital Customer Experience Mastery” (working title)

• My Book: Like My Stuff: Tactics to Monetizing Facebook Engagement and

• 3rd Most Download ebook: Myths, Truths of Social Media ROI

SAVE THE DATE!
Constellation’s 4th Annual Connected Enterprise 
The Executive Innovation Conference | October 29th-31st Half Moon Bay, CA | Ritz Carlton

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April 7-9 2014: Marketo Marketing Nation Summit

I’m thrilled to be attending the Marketo Marketing Nation Summit 2014. Here is more information if you’re interested in joining me:

Conference Information

Without question, the Marketo Marketing Nation Summit 2014 will be the Marketing Event of the year. Join the Marketing Nation as over 3,500 of your peers, colleagues and thought leaders gather to celebrate Innovation in the Nation. Located at Moscone Center – West , in the heart of San Francisco’s Financial District, the Marketo Marketing Nation Summit 2014 will provide an engaging experience to grow your expertise and network over two and a half days. Connect with ideas, marketers, and resources to help YOU achieve success faster!

Moscone Center – West , San Francisco California

Moscone Center – West is a visually stunning and expansive three-level exhibition hall, conveniently located near fine dining, shopping, museums and more. As the heart-center of the Marketo Marketing Nation Summit 2014, Moscone Center – West will be buzzing with life and will serve as a vibrant backdrop where connections will be made over two and a half days.

Moscone Center – West 
800 Howard Street
Located at the corner of Fourth and Howard Streets
San Francisco, CA 94103

Conference FAQ’s

Why should I attend?
The Marketo Marketing Nation Summit 2014 will deliver dynamic and rich content along with key takeaways that will prove to be an incredible investment to your business. Learn how to implement and use the latest features and see what’s on the future horizon at Marketo. Develop deeper relationships with your contacts and marketing experts by gaining mastery over innovating lead generation, campaign management, social media strategies and analytics.

Social Networking Parties
Learn during the day, relax network and socialize in the evening! Registration opens Monday, April 7th followed by our Marketing Nation Kickoff Party. On Tuesday, April 8, join us for Happy Hour in the Marketing Nation Expo before being shuttled to our Customer Appreciation Party! We have an incredible night planned, so stay tuned for more information.

Registration Information

What is the registration fee?

  • Early Early Bird:$795 until December 15, 2013
  • Early Bird:$895 from December 15 until February 15, 2014
  • Standard:$1,195 until April 2nd, 2014
  • Onsite:$1,595

Can I register in person at the event?
Absolutely, however at this year’s event seats will be in high-demand so we recommend that you register early to secure your spot. Onsite registration is $1,595.

Is a group discount available?
Yes, simply email to info@marketoevents.com the names of the 10 or more attendees from your company and you get $200 off each registrant. You will receive a discount code of $200 off to register for each person. You must register all 10 people within one week of receiving the code.

Will Marketo close registration at any point?
Registration will close on Wednesday, April 2, 2014 at 5:00 p.m., PST. If seats are available after registration closes, onsite registration will be available for the price of $1,595.

What is included in my registration fee?
Access to the Marketo Marketing Nation Summit 2014 which includes keynote sessions as well as customer success tracks. The program begins at 5:00 p.m. on April 7 and will end at 5:00 p.m. on April 9. Registration fee includes admission, food and beverage during the daytime sessions and access to the Social Networking Parties.

Does the registration fee include travel costs for the conference?
All travel costs including air and hotel accommodations are the responsibility of the attendee. Marketo has secured a block of rooms at a discounted rate of $267 (Classic) / $277 (Deluxe) at the Hilton San Francisco, the host hotel. To reserve your rooms, please click here.

Is there an additional charge to attend Summit University Day?
Yes, there is an additional charge to attend Summit University Day. The registration prices are outlined below:

UNIVERSITY
Early Bird: $595 (until February 1)
Regular: $695 (February 2 – April 2)

CERTIFICATION
Early Bird: $100 (until February 1)
Regular: $125 (February 2 – April 2)

How is my registration confirmed?

After completing registration, you will receive a confirmation email with your registration information and your invoice attached.

What forms of payment do you accept for the conference fee?
Visa, MasterCard, American Express, wire transfer and company checks are all accepted.

If I can’t attend, can I substitute my registration?
Yes. If you are unable to attend, you may substitute one colleague’s name per registration. All substitutions must be received in writing prior to Monday, March 16, 2014 and will incur a fee of $50. After this date, all substitutions are subject to a $100.00 (USD) processing fee. Please submit substitution requests to info@marketoevents.com and include the following information for the new registrant: Name, Job Title/Position, Work Address, Work Phone Number and Email Address. A registration confirmation will be sent to the new registrant once the substitution is confirmed.

What if I have to cancel?

Registration cancellations received in writing by 5:00 PM (Pacific Standard Time) prior to Friday, February 21, 2014, will be refunded, less a $150.00 (USD) processing fee. There will be no refunds for cancellations received after 5:00 PM (Pacific Standard Time) on Friday, February 21, 2014. Please send any information regarding cancellations via email to info@marketoevents.com.

Look forward to connecting

Dr. Natalie Petouhoff 

How to work with Dr. Natalie  VP & Principal Analyst | Constellation Research, Inc.

How to work with Dr. Natalie at the Executive Success Firm

Dr. Natalie: voted Top 20 In Social Media HuffPo
Voice:  +1.310.919.8467  | Twitter: @drnatalie | 

Skype: drnatalie007 | LinkedIn | Google+

Catch my latest:

• Thoughts at www.DrNatalieNews.com 

• Upcoming book series: “7 Steps To Digital Customer Experience Mastery” (working title) 

• My Book: Like My Stuff: Tactics to Monetizing Facebook Engagement and

• 3rd Most Download ebook: Myths, Truths of Social Media ROI


SAVE THE DATE!
Constellation’s 4th Annual Connected Enterprise 
The Executive Innovation Conference | October 29th-31st

Half Moon Bay, CA | Ritz Carlton

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Are You Attending Dreamforce ’13?

df13

I’ll be attending Dreamforce 2013 as an industry analyst and I hope to see you there this November!

Why should you attend Dreamforce 2013? With more than 1,000 expert-led sessions, you’ll get the latest product updates, get hands-on with new technologies, and get tips and tricks directly from the experts to turbo charge your current skill set. From best practices and how-to’s, to expert panels and case studies, you’ll have a great opportunity to learn how to connect to your customers in a whole new way. As Dale Tompkins, President of CODE3 says, “I have seen the present and future of business excellence and its name is Salesforce.”

Learn how to connect to your customers in a whole new way. Hear how other companies are doing it. And discover how your company can too:

Still not convinced you should attend? Hear what HP, Google, Pandora and more have to say about how Dreamforce transformed their companies:

 

Dr. Natalie: voted Top 20 In Social Media HuffPo
Dr. Natalie’s ebook: voted as one of the Top Ten Most downloaded Social Media ebooks- On smROI

Click here to watch my videos on Social Media ROI:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company


Dr. Natalie’s Executive Success Acceleration Firm™
Executive Business Strategy Advisor & Social Customer Experience Industry Authority & Consultant

The Doctor Knows Social Media ROI & Our Business Strategies Rx Get Results!
Our Motto? Be Awesome by: Learning, Sharing & Growing!

What we do: We work with companies to deliver increased revenue and decreased costs:

  • Executive Leadership Guidance on Strategy and Business Use of Social Media
  • Social Media / Business Benchmark Assessments – Tell you what you got/ what you might consider
  • Social Media ROI – set-up measurement capabilities and dashboards
  • Workshops on Business Strategy: Customer Experience, PR, Marketing, Customer Service & Internal Employee Advocacy
  • Instructor MEMES Summer Institutes at UCLA Anderson & UCLA Extension
  • Customer Experience / Social Customer Service Excellence Benchmarking Assessments & Advisory
  • Software Company Visualized-ROI, Persona-based Solution Selling w/ Targeted USP & Messaging / ebooks, White Papers, Webinars…
  • Social Media Training, Organizational Change, Motivation and Goal Setting

My book: Like My Stuff: How To Monetize Your Facebook Fans

Follow Me Here:
Twitter: @drnatalie
LinkedIn:
DrNataliePetouhoff
G+ :
Google Plus posts
Facebook:
DrNatalie Petouhof

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