Amazon Will Compete With FedEx and UPS and Provide Better Customer Experiences

Shipping with Amazon (SWA) is the name of Amazon’s new delivery service. It is thought to rival UPS and FedEx, according to The Wall Street Journal.

Why is it attractive to customers? It seems Amazon wants to offer lower prices than competitors (FedEx and UPS) by adding extra package to the empty spaces in their trucks.

The service is said to start in Los Angeles and work with third-party merchants that sell on Amazon’s marketplace. Will Los Angeles be the only city? No. In fact, there may be plans to expand to other cities.

What’s changed? In the past, Amazon offered third-party sellers warehouse management software and fulfillment support to help merchants. While it doesn’t seem like SWA will be required for Amazon’s vendors, vendors that participate will help Amazon to coordinate more of the fulfillment operations. Amazon will also have more control of the delivery process from the time the package leaves a merchant’s warehouse to its arrival on a customer’s front door. For merchants that can only be a good thing.

It is possible SWA may enable Amazon to offer Prime shipping for any products from a business using SWA. This may be an advantage to Amazon because offering more Prime-eligible products could make a Prime subscription more valuable, giving subscribers more options and lead to additional purchases. And the end result? It may provide better customer experiences. Which Amazon has already done a good job of – but this could increase customer’s choice and Amazon’s revenue. Looks like it’s a win-win.

@DrNatalie

VP, Salesforce

Image Source: Wall Street Journal

 

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Guest Post: 5 Loyalty Languages to Boost Brand Loyalty

In the age of instant gratification, brand loyalty is not what it used to be: Today, you can get your groceries delivered straight to your home, request a ride across town via Uber or Lyft, and turn to a service like Amazon Prime to bring nearly anything else you want to your doorstep.

Indeed, our culture has grow so accustomed to relying on technology for just about anything that many people are quick to jump ship and move on to the next trendy app or service if it promises better convenience and service. While customers stand to benefit due to strategies developed by such forward-thinking companies, this proverbial arms race is causing brands to completely reconsider how to craft messaging and marketing initiatives.

Business strategy experts at Accenture recently conducted a study on this very subject in order to identify the latest strategies to reach customers in our digital age. Here are the five loyalty languages that Accenture experts found to be the most effective at establishing brand loyalty.

Tailor Your Approach

Customers value companies that can custom-tailor the shopping experience for them. Whether it’s deciding between a pair of custom-designed Vans or Nike sneakers or a monogrammed handbag from Madewell or Longchamp, customers appreciate the option to make a product their own — and this appreciation tends to yield brand loyalty.

Customers also value brands that communicate with them through their preferred social media channels. This is why it’s so crucial to use a broad range of social media and marketing initiatives to get your message to your customers in a manner that establishes convenience and loyalty.

If your company struggles to manage effective customer service, consider using a cloud contact center that offers workforce management software. This can help your company to stay in contact with customers 24/7 — from virtually any location — to better track their wants and needs.

Offer Rewards

Accenture’s research noted that nearly 60 percent of consumers feel loyal to brands as a result of being offered rewards for their patronage. Receiving free gift cards and promotional discounts with a purchase are strategies that have proven effective for creating brand loyalty.

While you may view these rewards as an expensive undertaking, it’s actually a short-sighted way of looking at the issue. Instead of focusing on the cost of offering rewards, think of how much more business you’ll enjoy over time by sending small tokens of appreciation to customers when they least expect it.

Provide an Experience

Millennials in particular value new experiences over “things.” To effectively reach this market, you can invite customers to co-create with your brand as well as assist and inspire the design of your products and services. By eliciting customer feedback and putting it into action, you can build loyalty by showing customers that their opinions matter to you.

Partner with Influencers

Today’s consumers also appreciate companies that aim to model the same behavior and charisma made popular in pop culture. One highly effective way to build brand loyalty is to partner with social media influencers and celebrities who your audience idolizes. An estimated 23 percent of survey respondents in Accenture’s research noted that they tend to remain loyal to brands that partner with celebrities and social media influencers.

Share Your Connections

Finally, trying to operate in a silo — and not always thinking outside the box — could be a detriment to your business. Partnering with other non-competing brands that attract a similar customer base is a great way to reach new consumers. It’s also a show of good faith to your current customers to connect them with other useful products and services that can make their lives a little easier.

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Guest Post: Prospering in the E-Commerce Market

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There are many e-commerce stores popping up right, left and center. The online market is like “Perfect Competition” described in economic studies; in perfect competition, there are no barriers toand exit and no single player can influence price. It is very easy to set-up an e-commerce store but with thin margins and cut-throat margins it is very difficult to survive and prosper in this segment. Many e-commerce stores are closing down, and yet at the same time, new big players like Walmart are entering into the market by purchasing websites like Jet.com in multi-dollar deals! Amazon is continuously expanding and is now currently pushing to capture a greater market share in India. The market has potential but only for the most determined. For the small players right now, it is especially a daunting challenge, as the market is in consolidation stage and most of the big players are combing and pushing slower businesses out or buying them out.

So the point comes what can you do for success in the e-commerce world?

  • Digital advertising is the key to success

You need to stay up-to-date with the latest trends in online advertising, for it may look easy but it is actually quite challenging. Thanks to the advent of traditional Google ads will no longer cut it. Also charging your credit card on Facebook is also quite the expensive option and you cannot just rely on Facebook alone. So what do you do? You keep abreast of latest trends, for example right now Video ads are one way of getting around ad blockers.

Besides ad-blockers, video ads make more sense. Video consumption across devices has increased thanks to falling data charges in most countries and increasing smartphone and internet penetration.

  • Look inwards

Right now the e-commerce market is cut-throat. You can only maximize margins to a certain level. To stay competitive against giants you need to cut every possible cost. You need to look inwards and see where you can save money. Find a cheaper toll-free number, a cheaper shipping service or find ways to save on packaging. Negotiate better credit periods and see your bank charges and negotiate for each and every cent you can. It is difficult but every cent saved helps to add towards the bottom line.

This is especially a must for start-ups, often being helmed by fresh graduates who also have to worry about paying off their student loans. Every strive and profit you make out of your business not only helps you scale but also helps to get your personal finances in order avoid problems like delayed student loans.

  • Keep track of customer satisfaction rates

Customer satisfaction rates are often treated like a fire putting exercise. They often come into the limelight once sales start to fall. By then, restoring customer satisfaction and restoring goodwill lost becomes an uphill task. All businesses heavily rely on customer satisfaction thus one should keep a constant track it. Monitor your total sales and then draw up a meaningful sample that represents the whole population. Follow up with this sample and understand the customer satisfaction levels. Also keep a good track on customer reviews. Pacify disgruntled customers fast because they are the ones who are more active at commenting on public pages.

 

About the Author

Rachael Everly is an undergraduate student who loves to write on the topics related business, finance, technology and education. Follow @RachaelEverly for further updates

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Capgemini Announces Expanded Collaboration with Amazon Web Services

Capgemini Is Helping Clients to Migrate Application on AWS. Capgemini announced that it is dedicating more global resources to help enterprise customers build and migrate applications on Amazon Web Services (AWS). As part of its extended cloud services program, which includes cloud advisory, migration and managed business services, ‘Capgemini Cloud Choice with Amazon Web Services’ will see Capgemini further invest in its dedicated migration factory, leverage AWS technology and develop sector-specific IP solutions hosted on AWS.

How Big is the Team? The Capgemini migration factory for AWS, in Chennai and Bangalore, will support customers’ migration of enterprise applications to the AWS Cloud. More than 1000 professionals are anticipated to be trained across India, the UK, the US, Netherlands and France by the end of 2016. The migration factory will use the AWS Cloud Adoption Framework (AWS CAF) planning tool as part of its methodology to enable enterprises to migrate workloads faster and more efficiently to the AWS Cloud. 

A Note From the Executives: Terry Wise, Vice President of Worldwide Partner Ecosystem, Amazon Web Services, Inc. said: “We are delighted to be working with Capgemini as they expand their commitment to AWS customers including a dedicated migration factory. With our respective strengths and methodologies, Capgemini and AWS help enterprise customers become more agile in building and migrating applications, thereby accelerating their transformation to the AWS Cloud.”
What Are the Key Goals Of Capgemni’s AWS? A key goal of Capgemini’s increased focus on AWS will be to develop cloud advisory, migration to AWS and managed offerings specifically for the financial services sector, based on Capgemini IP hosted on the AWS Cloud. One of the offerings already available in this area is Capgemini’s Insurance Connect , a fully managed business service insurance platform which enables core processing, digital services and insights and analytics on AWS. For insurers facing significant variance in workload demands, access to the highly scalable AWS Cloud provides a cost-effective way to integrate functions (such as CRM, policy administration and underwriting) and increase computing capacity on a pay-per-use basis with minimal upfront investment.

What Other Industries Will Benefit from Capgemni and AWS? Asset-intensive industries (such as energy and utilities) will also benefit from the extension of this working relationship, as Capgemini already provides its Digital Industrial Asset Lifecycle Management solution  as a managed business service built on AWS. This on-premises offering is now also available on the AWS Cloud and provides an environment which can be up and running in as little as fifteen minutes. It gives access to a scalable and fast–to-deploy digital asset hub, enabling organizations to advance their digital transformation journey, as well as an accelerated path for improved health and safety compliance, reduction of project costs and improvement of operational efficiency. 

SAP Customers:Customers looking to migrate their existing SAP® solutions to the cloud or to adopt SAP® S/4HANA will also greatly benefit from this expanded collaboration between Capgemini and AWS, with the ability to either get on the latest release of SAP solutions, optimize their workload on the cloud or consume through an integrated delivery model. Also, Capgemini’s SAP certified BAiO (Business All-in-One)  industry specific and Line of Business IP solutions are now available on SAP HANA, optimized to run on the AWS cloud and allowing customers in most industries to be up and running in as little as 6 weeks.

How Long Has the Capgemini and AWS Relationship Existed? Capgemini shares a longstanding relationship with AWS which dates back to 2008, with both parties working to bring business solutions to enterprise customers leveraging Capgemini’s industry expertise coupled with AWS’s technology such as Amazon Elastic Compute Cloud (Amazon EC2), Amazon Simple Storage Service (Amazon S3) and Amazon Redshift. Examples of past innovations include Capgemini’s SAP OnePath and COMPLETE. Capgemini is a Premier Consulting Partner in the AWS Partner Network (APN).

Capgemini’s increased focus on AWS is an essential component of Capgemini’s Cloud Services program, ‘Cloud Choice’, enabled through collaboration with a broad ecosystem of cloud partners, and includes a range of services: Business Cloud Assessment and Strategy, proof of concepts, migrating applications to the Cloud, Platform as a Service, Infrastructure as a Service, Business Process as a Service and Cybersecurity. 

Want more details on the journey? A Note From The Executives: Franck Greverie, Capgemini’s Global Leader for Cloud Services adds: “The continued execution of our client-centric strategy demands even more targeted solutions and responses for our clients’ most challenging business demands. Cloud Choice with Amazon Web Services combines the strength of Capgemini’s Cloud Services global capabilities and delivery assets with the on-going technology innovation from AWS to continue to develop and deliver the right cloud solutions to our collective clients with speed, predictability, risk mitigation and sustainable business impact.” Click on this video link where Lanny Cohen, Group CTO shares his thoughts on the collaborative opportunities and the history of Capgemini’s seven-year alliance with AWS.

What Does This Mean To You Brand? Many companies are starting to realize the benefits of migrating their systems to the cloud. The question is how to get there. With this partnership, companies can be guided to move to the cloud. Where are you on your cloud Journey?

@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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NICE Releases New Sales Performance Management Solution for Large Sales Organizations and NICE introduces Total Voice of the Customer, Combining Surveys with Interaction Analytics

What Does This Announcement Mean To Your Company? NICE Systems (NASDAQ: NICE) announced the release of a new version of its Sales Performance Management (SPM) solution geared for large sales organizations with substantial transactions and complex incentive compensation management (ICM) needs. The solution covers the full breadth of sales organization needs, including incentive compensation, quota and territory management, coaching, analytics and gamification.

What Are The Highlights of the new NICE SPM?

  • Real-time performance capability: in-memory calculation capabilities allow sales organizations with thousands of payees and tens of millions of transactions to run calculations and issue compensation statements within hours rather than days.
  • What-if commission calculator: allows sales reps to view expected commission instantly, based on real-time calculation of plans in the production system.
  • Top-down and bottom-up territory and quota management: enable the validation of quotas and territories against large historic data sets, to rapidly assess the implication of changes.
  • Next generation coaching: enables the implementation of a collaborative, guided coaching process to increase productivity and effectivity of sales reps

​A Note From the Executives: Miki Midgal, President NICE Enterprise Product Group said, We believe our broad SPM offering, sales operation automation, and high-performance calculation capabilities is proof our investment and strategy for SPM resonate with the market and our customers.” 

Avrami Tzur, NICE VP ICM LoB adds, “The benefits of real-time performance go beyond scalability, as it is a key business enabler that improves operational efficiency. NICE SPM enables compensation administrators to perform better planning, sales reps to be more motivated, and sales executives to analyze and optimize their team’s performance.

MY POV: As systems become more integrated, brands will be able to simply their options and choices and use fewer applications and have less to integrate.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing Applications That Drive Better Business Results

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