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Tag Archives: customer experience
Data is driving the customer experience
Recently, I was told an interesting story by a friend about a less-than-optimum experience he had with a well-known service provider. My friend’s experience exemplified some of the key challenges that many organisations face in relation to effectively sharing data …
Posted in Commerce
Tagged Australia, Brock Douglas, customer, customer experience, customer service, interactions, loyalty, organisations
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Strategies for a Successful Customer-Centric Business Model
In today’s fiercely competitive marketplace, no matter what your industry, connecting with customers is the key to success and long-term growth. But what does it really take to create exceptional customer experiences across every available touchpoint? Take a look at …
Posted in Commerce
Tagged Constellation Research, customer experience, merchandizing, Mobile, Peter Wharton, Ray Wang, social, videocast, Webcast
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Now’s the time to get serious about your mobile commerce strategy
Armed with smartphones and tablets, customers have seized control of the merchant/customer dynamic and have initiated a shift in the commerce landscape. As reported in IBM’s Digital Analytics Benchmark data, the 2012 holiday shopping season saw tremendous growth in mobile …
Posted in Commerce
Tagged cross-channel, customer experience, e-commerce, IBM Digita, mobile-commerce, Rob Poratti, smartphones, tablets
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Customer Experience Top Of Mind At Mobile World Congress
It is nearing the end of day two here at Mobile World Congress, the world’s largest communications conference in Barcelona, Spain, and a theme is starting to take hold – Customer Experience. It has become clear, however, in my …
Mobile Marketing for Truly Customer-Centric Marketing
We all know how crucial mobile marketing is to today’s retailers. IBM’s Global CMO Study, as well as numerous analyst reports, have found that 79% of marketers run their mobile marketing in silos, discretely, and on an ad-hoc basis, …
Made in IBM Labs Event Sparks Mobile Commerce Discussion
Last week, IBM held a Made in IBM Labs Mobile event in Toronto, Canada to highlight innovations in mobile commerce and mobile marketing. Panelist, Elizabeth Evans, associate dean for the Ted Rogers School of Management at Ryerson University discussed trends …
Posted in Commerce, Smarter Marketing
Tagged Big Data, customer experience, Elizabeth Evans, Mobile, mobility, retail, Social Media
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Insights from NRF: Customer Expectations Pushing Commerce in New Directions
Selling online is no longer just about e-commerce. Companies must evolve their thinking to omni-channel commerce by providing an integrated customer experience across all sales and fulfillment channels. As companies look to enhance the overall customer experience, retailers are, for …
Posted in Commerce
Tagged customer experience, e-commerce, Multichannel Marketing, National Retail Federation
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Holiday Shopping: A Day in the Life of the Savvy Customer
Have you started your holiday shopping yet? Thanksgiving is around the corner, and with it, Black Friday and Cyber Monday, two of the most famous and frenzy-inducing shopping days of the year.
I’ve started my list of gifts for loved …
Posted in Commerce, Smarter Marketing
Tagged customer experience, holiday shopping, infographic, Maria Winans, marketing, Smarter Commerce
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For Commerce, What is Most Important in Delivering the Best Possible Customer Experience?
The following is a guest blog by Sanjeev Siotia, Development Executive, Head of Development for Websphere Commerce, Sterling OMS, Sterling WMS, Sterling CPQ, IBM Commerce as Service.
Analysts have estimated that as many as half of all B2C companies are …
An Ecosystem for Analyzing Customer Experience
Eric Peterson of Web Analytics Demystified said it best: “Online, no one can hear you scream.” Last week, Eric made this point abundantly clear during our webinar on Avoiding Blind Spots in Digital Analytics. His point was compelling and …
eCommerce Trends: The Infographic
How would you define “customer experience?” In my book, customer experience is the sum total of every interaction your customer has with your brand: in the store, on the Web, on social networks, combined with delivery, service, and post-sales support. …
It’s About the Customer
I experienced something of a moment last week at IBM’s Smarter Commerce Global Summit 2012 Orlando. Well actually, there we many moments (chief among them our working together to break the Guinness World Record for the longest handshake chain).
But …
Reality Marketing: Integrating Customer Data
Marketers have plenty of good intentions when it comes to their desire to have a common view of the customer. Our IBM State of Marketing Survey 2012 in fact showed that 85 percent of marketers would like an integrated marketing …
Posted in Smarter Marketing
Tagged B2B, customer experience, generation C, Optimization, Smarter Commerce, Smarter Marketing
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Digital Lone Wolf or Leader of the Pack?
That howling you might be hearing in the sacred halls of your market department is likely no ordinary True Blood-like werewolf; it’s your organization’s digital marketer.
Digital marketer howling, even snarling at traditional marketing colleagues, is clearly a symptom, …
Better Together: from after sales service to relationship-building in manufacturing, via social media
By Ronald Teijken
regional leader, Smarter Commerce at IBM
After sales service has been the bright idea of the week, the month, the year and even the decade and the concept is pretty straightforward; manufacturing companies maintain an ongoing relationship …
Posted in Commerce
Tagged B2B, customer experience, e-commerce, manufacturing, Service, social
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Smarter Commerce Makes Switching Channels a Cinch for J.J. Keller… No Remote Required
Realizing that the empowered consumer wields more control than ever before, J.J. Keller has implemented IBM’s customer-centered Smarter Commerce approach to deliver against the same service-level expectations that customers have in the B2B world that they have in the B2C …
Posted in Commerce
Tagged B2B, customer experience, e-co, e-commerce, Smarter Commerce Global Summit
6 Comments
Bridge Solutions Spans the Gap Between Clients and their Customer Needs
Bridge Solutions, a boutique consulting firm, is a premier sponsor of the second annual Smarter Commerce Global Summit, to be held in San Diego on September 19-21. We spoke with Director of Services at Bridge Solutions, Doug Brochu, to …
Get her to the church on time … with everything she needs, simply, quickly and affordably
Summer means wedding planning, and any soon-to-be bride knows this is no small task. David’s Bridal knows it too. A leading e-Commerce retailer specializing in online marketing and sales of “everything wedding” – from dresses to invitations to those all-important …
Posted in Commerce
Tagged cross-channel, customer experience, e-commerce, Smarter Commerce
3 Comments
Hey, Those Are People on Your Site: Why Counting Clicks Doesn’t Work
Who decided that counting clicks is the only way to go if you want to know how your business is performing? And when did we, as consumers, readers, bloggers, and tweeters abdicate our rights to be viewed as people (individual …