How to: Grow Customer Loyalty Through Online Product Support Leadership


See on Scoop.itDesigning design thinking driven operations

Understanding all of the guidelines that are associated with chronic care products is a challenge for patients. As a result, organizations have increased the presence of helpful sources, especially…

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Photocredit: rumberodesign


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Intruiging Designing for and creating better healthcare systems and services by SMLXL Ltd

500px / Photo “fascinating reading” by Alexander Mihailov

From the authors:

This presentation based upon the book “No Straight Lines: making sense of our non-linear world” was made at the CareWare conference in healthcare innovation in Aarhus Denmark – The presentation argues that when we design around the needs of humanity, we can create better healthcare systems, which are also more resilient, sustainable, adaptable and in fact less expensive to run.

That better much better does not need to cost the earth. We need to be able to hold in play at the same time considerations about how to design for the needs of humanity, to deal with systems thinking and complexity, organisational capability, technology and even data.


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Forrester Research: “Every marketer (will be) a digital marketer” Q&A w/ L’Oreal’s top marketing exec

True for retail and services. And it also becomes imperative for operations to understand and act accordingly.

Found at Q&A with Marc Menesguen, Managing Director Strategic Marketing at L’Oréal | Forrester Blogs.

Yesterday, I had some time to catch-up with Marc Menesguen, the Managing Director Strategic Marketing at L’Oréal.   While Marc has been with L’Oréal for years, he’s justMarc Menesguenrecently taken on this new – for him and for the company – role at L’Oréal.   He was finishing work on one very beautiful presentation for theForrester Marketing Forum in San Francisco next week.   Marc’s keynote “L’Oréal:  Where Digital Unleashes the Power of Beauty” tells the story of brands – like Lancome, Maybelline, Vichy and L’Oréal Paris – which can finally interact with consumers

Read the whole story at Q&A with Marc Menesguen, Managing Director Strategic Marketing at L’Oréal | Forrester Blogs.

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Must read: Three Ways to Act on Your Social Media Monitoring @Futurelab

Three Ways to Act on Your Social Media Monitoring | Futurelab – An international marketing strategy consultancy.

Even before you have your social media monitoring in place, any brand can benefit from working out a plan for what you will do with all this information you are going to gather. Dashboards and reports can be useful, but the ability to take actions or make decisions using this information is much more useful for any brand. What you do with your social media monitoring is as important, if not more important, than getting the monitoring in place in the first place.

Different brands will want to engage with the conversations they discover online in different ways. The following are three great ways for any brand to engage with these conversations. The first two are ways in which you can capitalise upon the outputs of your social media monitoring internally and the last one on how you can use it to engage externally. They all require you to connect with different teams and functions in your brand and may need internal process change to make a real difference.

1. Inform the language of your marketing and communications

To be continued at’s+Blog)

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Must read: The future of marketing in a technology world

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found at The future of marketing in a technology world.

Next week, I’ll be presenting at Search Insider Summit with an 18-minute, TED-style talk called Rise of the Marketing Technologist.

This time around, the event organizers — led by programming chair Gord Hotchkiss — asked speakers to put aside the usual topics and instead share our visions of where the future of marketing is headed.

So while I usually talk about post-click marketing and conversion optimization at such events, I’ve decided that this is the right venue to share some broader ideas about re-thinking the marketing organization.

My premise is simple: marketing must control its technological destiny.

To achieve this, marketing cannot rely on the IT department, outsourced agencies, or marketing technology vendors to lead the technical architecture of digital strategies. Each of those players has a part, but marketing must be the director of the play.

There are too many interrelated technical pieces to the overall picture — and the formulation and execution of marketing strategy is too entwined with the advance of technology now — to leave marketing technology leadership in someone else’s hands. Marketing must take ownership of that role.

To be continued at

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Reading Customer Service 2.0: Transparency, Tribes, and Talent @Futurelab

Customer Service 2.0: Transparency, Tribes, and Talent | Futurelab – An international marketing strategy consultancy.

I confess that I have a warm spot in my heart for customer service operations. It is probably because I met my wife of 29.5 years Eileen Marie when she and I were on the customer service phones at the Polaroid Corporation. As an old phone jockey, it is apparent to me that the world of customer service is transforming.

If we look back in history we can see that the central tendency of consumer businesses is to move more and more function to the end consumer and to provide them more visibility to the availability of the product or service. As the phone grew in this country as a consumer device, clever pundits predicted that in order to meet the emerging demand for phone calls, the entire country would have to become telephone operators, and that is exactly what we are. We dial our own service. Likewise, when the Michael J Cullen opened his first King Kullen store in Jamaica Queens with 6,000 square feet, on August 4, 1930 with the wonderful catch phrase, “Pile it High, Sell it Low”, he ushered in the world of super market self service. When they can, firms let customers roll their own.

To be continued at’s+Blog)

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