How to: Grow Customer Loyalty Through Online Product Support Leadership

rumberodesign

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…

See on whybenchmarking.com

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.

Read more at www.no-straight-lines.com

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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

http://www.futurelab.net/blogs/marketing-strategy-innovation/2010/06/three_ways_act_your_social_med.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+Futurelab+(Futurelab’s+Blog)

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Must read: The future of marketing in a technology world

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Image by richardmasoner via Flickr

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 http://www.chiefmartec.com/2010/04/the-future-of-marketing-in-a-technology-world.html

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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 http://www.futurelab.net/blogs/marketing-strategy-innovation/2010/02/customer_service_20_transparen.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+Futurelab+(Futurelab’s+Blog)

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Keeping up ur resolutions 2010: A Look Forward, Some Predictions for 2010 @ Futurelab

Found at A Look Forward, Some Predictions for 2010 | Futurelab – An international marketing strategy consultancy.

by David Polinchock on 19 February, 2010 – 22:04

I’ve gotten some excellent feedback on my 2010 predictions and thought that I would keep a brief excerpt up from here for a little while. You can find the full post by clicking on the link below and I’ve included the list here. Please let me know what you think.

  1. Authenticity continues to be a critical.

To be continued at http://www.futurelab.net/blogs/marketing-strategy-innovation/2010/02/look_forward_some_predictions_.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+Futurelab+(Futurelab’s+Blog)

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Reading, reacting and acting because of The Matthew Effect: Linking and How Things Become Viral in Social Media @Futurelab from Matt Rhodes

Found at  The Matthew Effect – Linking and How Things Become Viral in Social Media | Futurelab – An international marketing strategy consultancy.

The Matthew Effect dates from the 1960s. It is the theory, first expressed by sociologist Robert K. Merton, that those who possess power and economic or social capital can leverage those resources to gain more power or capital. Put simply: the rich get richer and the poor get poorer. Or as it is expressed in the Gospel of St Matthew, from which the effect takes its name:

For unto every one that hath shall be given, and he shall have abundance: but from him that hath not shall be taken away even that which he hath.

So what does this have to do with social media? Well this great presentation and video from Torsten Henning Hensel explores the power of linking online and how the Matthew Effect can help us to understand how things become viral and spread online and in social media. As Hensel explains:

To be continued at http://www.futurelab.net/blogs/marketing-strategy-innovation/2010/02/matthew_effect_–_linking_and_h.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+Futurelab+(Futurelab’s+Blog)

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Reading Rethinking Marketing @ Harvard Business Review (and u should 2)

Found at  Rethinking Marketing – Harvard Business Review.

ABOVE Michel de Broin, Encircling, 2006, Asphalt, yellow paint, road sign, 14.8 x 21.9 m, Scape Biennale, Christchurch, New Zealand

Web Exclusive: Special Section on Reinvention

Imagine a brand manager sitting in his office developing a marketing strategy for his company’s new sports drink. He identifies which broad market segments to target, sets prices and promotions, and plans mass media communications. The brand’s performance will be measured by aggregate sales and profitability, and his pay and future prospects will hinge on those numbers

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