McKinsey Chief Marketing & Sales Officer Forum ‘ deck: On-demand marketing engagement

See on Scoop.itDesigning design thinking driven operations

Customers are demanding more from their brands. They want it now, they want it on their own terms, they want it to be relevant to them, and they want it to be easy”

Fred Zimny‘s insight:

Some fine building blocks.

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138 (by Alyssa Jiosa)


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The Four Types of Digital Marketer

tumblr_lw9bfu8l6I1r224epo1_500Found at The Four Types of Digital Marketer.

Your company’s customer-centricity profile reveals the capabilities you need to succeed in digital media, as well as whether you are a leader, scholar, pioneer, or novice in this critical marketing field.

Read all at The Four Types of Digital Marketer

My point of view: i always like these kind of classifications. If interestered for your company click here

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7 Charts on How Smartphones are Affecting Customer Service | Fonolo

Found at 7 Charts on How Smartphones are Affecting Customer Service | Fonolo.

With the end of the year approaching, the predictions are rolling out! Last week, we were treated to two massive slide decks from respected analysts, Mary Meeker and Henry Blodget. Meeker of Kleiner Perkins released the Internet Trends Year End Update report and Blodget of Business Insider released The Future of Digital. With 250 slides combined, these decks covered every angle of the digital and internet economy, but one area that stood out from both was the momentum of the smartphone revolution.

This past year we also saw powerful studies on the direction of the call center (e.g. theAmerican Express Customer Service study which I wrote about here). When you combine that data with the data from Meeker and Blodget, the picture is clearer than ever: The smartphone is the biggest thing to happen to the call center since the dial tone.

Read all at 7 Charts on How Smartphones are Affecting Customer Service | Fonolo.

My point of view: affecting and altering customer service and business models.

500px / Photo “the mystery of fingerprints” by Photocillin Photography


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4 out 5 analysts recommend a marketing technology office | CustomerThink

Found at 4 out 5 analysts recommend a marketing technology office | CustomerThink.

Admittedly, the statistical validity of that headline is suspect. As a child of the 80’s, back when people actually watched commercials on our sole screen in the living room, such tag lines were embedded in my psyche and occasionally pop out. (I always wondered why the fifth dentist from those Trident commercials was such a killjoy.) But I digress…

Read all at 4 out 5 analysts recommend a marketing technology office | CustomerThink

My point of view: do not limit it to marketing. Focus on customer touch point.

(by Caitlyn Gallagher)

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Managing the Cross-Touchpoint Customer Journey | Forrester Blogs

See on Scoop.itDesigning design thinking driven operations

It’s no great surprise that many retailers are reporting an increase in multi-touchpoint engagement from their shoppers this year in the run up to Christmas. Our own Technographics data has been showing an increase in the use of things like mobile, tablets and Click and Collect services for some time.

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My point: do not forget to consider the customer decision journey

(by Caitlyn Gallagher)


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Experimenting With Failure, The Executive Challenge – SideraWorks | SideraWorks

Experimenting With Failure, The Executive Challenge – SideraWorks | SideraWorks.

The Blended Enterprise - Alex Osterwalder - SideraWorks


Having just returned from a master class taught by Alex Osterwalder, author of the ‘Business Model Generation‘ and the similarly named canvas tool used throughout the business world, there are a swirl of ideas going through my brain.


I’m quite fond of his canvas and had already used it often, but it was extremely useful to see how he personally approaches the methodology. I can’t recommend the book or the tool highly enough, in my opinion there is an immense amount of power contained in the process itself that goes far beyond designing business models.  It expands the viewpoint of participants and embeds in them a form of ‘critical thinking for business’ that is difficult to achieve through other methods.


The Blended Enterprise


One point that was reiterated throughout the two day workshop was the notion that businesses (enterprises in particular) need a portion of their attention and resources dedicated to constantly experimenting and testing new business models.  Effectively, developing and testing startups within their walls.  I find it fascinating how seemingly different these efforts are at first glance compared to a large scale social business transformation, and yet how closely intertwined they are in practice.  One helps to clearly describe ‘what’ you want to do, the other is a method of ‘how’ you’re going to achieve it through organizational design and culture initiatives.

Now that I’ve fawned over Alex’s work and given him some free advertising, let’s get back to the topic at hand, the need for creating innovation centers and intrapreneurial efforts.  This point is not particularly new,

Boston Cream Pie 2 (via Yelena Strokin)

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bcg.perspectives – Digital’s Disruption of Consumer Goods and Retail

Found at bcg.perspectives – Digital’s Disruption of Consumer Goods and Retail.

Article image
  • Four waves of change are sweeping over consumer goods and retail.

  • The rise of online marketplaces is the most disruptive yet, but the advent of “click and collect” and omnichannel retailing threatens to upend the industry even further.

  • Consumers are voting with their wallets, and financial markets are weighing winners and losers, as new channels continue to emerge.

  • Retailers and their suppliers need to embrace the change and move forward with digital strategies now.

Digital’s disruption of the consumer goods and retail industry,

already severe, will only increase in speed and magnitude as
annual worldwide e-commerce revenues double to $1.5 trillion
by 2015. New levels of connectivity, the proliferation of new
technologies, the rapid growth of new business models, and
the rise of advocacy marketing and social shopping all add
fuel to the digital fire. These changes are creating enormous
value for some players—online marketplaces such as Amazon
and Taobao, for example—while putting others, on both sides
of the retailer-supplier equation, under acute pressure to …..

Read all at  bcg.perspectives – Digital’s Disruption of Consumer Goods and Retail.

My point of view: not limited to consumer goods and retail. Health care and education lagging behind.

Oh such a autumn ride! | Flickr - Photo Sharing!

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