Taivas Business Design is about creating NEW business based on customer
insight and executing it by integrating operations, sales and marketing
resulting a superb customer experience

keskiviikko 25. helmikuuta 2009

Lojaalisuus tiukasti määriteltynä mahtuu kolmeen kohtaan

Forrester: Quantifying Customer Experience and Loyalty « Noesium | Integrative Digital Thinking

1. Haluttomuus vaihtaa yritystä
2. Halukkuus ostaa lisää yrityksestä
3. Todennnäköisys suositella yritystä ystävälle tai työkaverille.

Näiden kysymysten pohjalta Forrester rankkaa yritysten ja toimialojen asiakaslojaalisuudet. Helppoa ja hyödyllistä - sanoisi mainos.

Eri toimialojen erot matriisista.



Ford Fiesta lanseerataan Jenkkeihin modernilla "kuluttajaliikkeellä"


Skuuppi tulee tässä: 2011 lanseerataan Jenkeissä valmistettu Fiesta 4d ks. kuva alla!




MediaPost Publications Ford Banks On Consumer Input With Fiesta Effort 02/25/2009
http://media.ford.com/article_display.cfm?article_id=29906


Fiesta Movement -saitti


100 kuluttaja-agenttia saa Fiestan käyttönsä, suosittelee, sitouttaa ja blogaa Eurooppalaisen myyntimenestyksen USA:n markkinoille. Uskon operaatioon sekä ympäristöystävällisen pikkuautosegmentin buumiin. Toyotan ja Hondan hybridit ovat jo löytäneet ostajaryhmänsa - nyt ekoauton saa edullisemmin ja lisäksi uusi Fiesta on melkoinen design-objekti - kineettinen muoto saa paikallaanpysyvän auton näyttämään liikkuvalta.



sunnuntai 22. helmikuuta 2009

Kaupalla hyvä mahdollisuus muuttaa kuluttajakäyttäytymistä ympäristöhuomioivaksi.

'Retailers will have to brave more controversial territory' | Inspire and innovate | guardian.co.uk

Uskon, että vähittäiskaupan on mahdollista rakentaa vahvempia asiakkuuksia inspiroimalla asiakkaitaan tekemään ympäristötekoja. Valintatilanne kaupassa on oikea hetki saada muutosta aikaan. Jätteiden lajittelu ja kerääminen ei enää riitä.


maanantai 16. helmikuuta 2009

Se mikä on teknisesti mahdollista, ei ole kuluttajasta välttämättä kiinnostavaa, eikä edes hyödyllistä. Esimerkkinä K-plussan ravintokoodi.fi

Ravintokoodi.fi

Jope Ruonanasuuta siteeraten: "aatteleppa ite". Ketä tämä teknisesti innovatiivinen palvelu palvelee?
Keskusliikkeen kanta-asiakasjärjestelmän rajapintana Ravintokoodi on ehkä kiinnostava, mutta hyödytön ratkaisu.
Mennään kuluttajasimulaation kautta tähän palveluun.
Viikonlopun ostoskärry Citymarketissa, johon tavaroita heittelee äiti, isä ja puolitoista lasta. Kärryyn nakataan Jeren synttäreille nakit, karkit, kakut ja jäätelöt, isille tulee saunailtaan 4 lapsuuden kaveria ja kärryyn tömähtää 2x24 tölkkiä tarjous-Koffia, 4 x 400 g Wilhelm-grillimakkaraa, murrosikäisen Jessica-Adelen vegaaniruuat eivät kaloripottia juuri kerrytä, eikä myöskään äidin Weight Wachers ateriat. Jälkiruokavalinta kompensoi pääruoan aiheuttamaa heikkouden tunnetta: 4 x 0,5 litran Ben & Jerry jäätelöä.

Mitä ostoskorin ruokaympyrän painotuksista voi arvioida? Ketä perheenjäsenistä kiinnostaisi? Miten tietoa voisi hyödyntää?

"Tämän ainutlaatuisen palvelun avulla voit seurata perheen ruokaostosten terveellisyyttä helposti ja vaivattomasti. Ravintokoodi.fi opastaa syömään terveellisemmin ja voimaan paremmin."


Kysynkin - olisiko tämän R&D hankkeen investoinnin käyttää fiksummin?


Rory Sutherland: How advertising people could have a much better life on far less money.

How advertising people could have a much better life on far less money.

I am old enough to remember a time in London when friends would spend the odd evening trying to work out what our contemporaries were earning. Back then, someone’s salary was an interesting source of speculation.

Nowadays there isn’t much point in asking what someone earns. Instead you can find out all you need to know about a Londoner’s wealth by asking two apparently innocuous questions instead. These are “Do you work in banking” and “when did you buy your house”.

A third, supplementary question “are you a Russian criminal of some kind” may occasionally clarify matters.

The first question is important. The last few years have seen rewards in the financial sector move far beyond reach of any other salaried economic activity. Of my own university contemporaries, with one exception, every single person who works in banking or finance is richer than everyone who does not. Along with that spectacular exception (Dr Michael Lynch, the onetime billionaire founder of Autonomy) I am one of only a few people not working in finance or law who could be described as vaguely prosperous.

But the housing question is just as much a cause for concern. Someone brilliant in our industry who has not yet bought a flat, or who has bought one only recently, cannot reasonably expect to be well housed in London in their lifetime. Contrastingly almost any minor advertising staffer who borrowed heavily in the mid 80s is a millionaire. If this iniquity affected people by gender or race rather than by age we would consider it appalling.

These problems aren’t unconnected. The property issue is certainly worsened by the city/oligarch factor (it is an eye-opener to see how well senior advertising colleagues live outside London, New York and Tokyo where they do not have to compete with large financial or expatriate communities). It is compounded by a tax policy which taxes earnings derived from work at 41% but gives vast allowances to money made from selling your house, engaging in Russian criminal activity or peculiar banking practices. Taxing the proceeds of hard work more heavily than the proceeds of luck and deviousness seems odd behaviour from a chancellor who is supposed to be a Socialist and a Presbyterian, but there you go. It’s also a bit galling to see London endlessly celebrated as a “centre for the creative industries” when the city’s real wealth goes to people of high numerical ability yet limited imagination working in a culture of stultifying conformity.

So how can we compete? We can’t.

So, er, don’t.

Everything we have learned as marketers surely teaches us that you should never tackle a competitor in a field where they enjoy unassailable strength.

It is now almost impossible to out-earn people in financial services. It is, however, amazingly easy to outthink them. They are not imaginative to begin with. But, on top of this, their herd mentality has rendered them incapable of independent thought, action or taste. A successful banker simply aspires to be an even more successful banker. (You can see the effect of this in ghettos such as Clapham or Fulham where the uniformity of aspiration has created something resembling a council estate only with the average income multiplied by 50.)

Indeed, so driven now are such people by competing with each other (rather than asking whether the game is worth winning) that, in the Anglo-Saxon world at least, almost all people with type-A personalities (what I call ‘Nature’s BMW drivers’) have completely lost the plot of capitalism. The purpose of which is surely not to accumulate as much money as possible but to accumulate as much money as is necessary to have a good time with as little effort as possible.

In asking the question “who has more money” we have completely lost sight of the question “what is this money for?”

Look at the strange people who are admired in business nowadays. Twenty years ago it was people like Hugh Hefner or James Goldsmith, people with lives worth emulating: now it’s a bunch of austere workaholics – or septuagenarians who still go to the office every day. Do you think Hefner (a pioneer of the working-from-home movement, incidentally) ever took a Blackberry into the grotto? Now there was a man who really understood work-life balance.

Today, no sooner is the word out that Conrad Black knows how to throw a decent party than the vultures start circling.

We, as a creative industry should fight this trend. We should ignore the senseless greed and purposeless effort of other areas of business and set out to establish ourselves as simply the best place for sane, imaginative and thoughtful people to work anywhere in the UK. Which isn’t far from what the business was when I joined it in 1988.

Back then we earned a lot less than our banking colleagues too. But I don’t think we doubted for a second that we had other benefits which compensated for the differential. With a little imagination (and that is our USP versus bankers, remember) we can restore those benefits.

Here’s how we could do it at Ogilvy.

1) Move at least half the agency out of London. Brighton or Ashford might be a good idea for a second location. New electronic means of communication no longer require everyone to be in London all the time. Ashford (with fast trains to Victoria, Charing X and St Pancras) is a hideous place but the surrounding countryside is glorious, with apple-cheeked barmaids serving large tankards of frothing ale on every village green. An agency which offered the option of living out of London would attract more than its share of those bright young talents who can’t afford London. Your agency could have its own cricket pitch (better than a pool table, no?). Best of all, people could stay in Whitstable all week.

2) Cut all senior people’s salaries by 20% and cap them at around £100,000. As part of my rejection of senseless capitalist thrust, I occasionally ask myself whether extra money would actually add to my happiness. The answer is the opposite. When given more money than you need, one is prone to engage in foolish, uncreative, status-driven activities such as buying second homes abroad (only sensible, frankly, if your idea of a good summer holiday is going to the same bloody place every year and then spending two weeks learning the Italian for “my septic tank appears to have exploded”). Yachts - no more than floating caravans that make you sick - are even stupider still. The rising levels of wealth, coupled with the low prices of consumer goods, mean that differential displays of status require increasingly foolish expenditure.

3) Use half the money saved in senior salaries to create a large bonus pool to be shared among younger staff – who generally need lump sums more than senior people do.

4) Use most of the remainder to join Netjets and keep an Ogilvy Gulfstream poised on the tarmac at Lydd or Biggin Hill 24 hours a day. As Hefner, Warren Buffett and Conrad Black have all found, private aviation is the single compelling reason to be rich rather than merely prosperous. And, as Conrad found, the very best kind of private aviation is the kind you don’t pay for yourself. (It’s more tax efficient, too.)

5) Award bonuses not of money but of working perks. After a certain length of service people earn the right to work from home weekly or to work irregular hours.

6) Spend well on hospitality and entertaining (Paris, remember, is only an hour and a half away). If they are having a good enough time, people don’t mind what they are paid. I mean, if you heard that a friend of yours had landed a job at the Playboy mansion, your first question probably wouldn’t be “what’s the pension plan like?”

7) Instigate a four-day working week of 10 hours per day. I do most of my best thinking at the weekend, which means a three-day weekend would make me 50% more productive. And what a USP that would be for future recruits.

8) Remove payment by the hour and replace it with – well, anything frankly. This system of payment maintains the absurd pretence that value created is proportionate to effort expended –the very belief a creative organisation should be fighting. According to payment by the hour, the value of a song is directly proportionate to the time it took to write it. This conception leads to the encouragement of unproductive but time consuming activities in agencies: account management, for instance.

9) Kent Grammar schools would amount to a saving of perhaps £30,000 in pretax income for most senior staff with children – partly offsetting my swingeing pay-cuts. Private education is another rich man’s folly – generally a means of ensuring that your children can eventually lead professional lives in banking and accountancy involving just as much grinding tedium as your own. (Fortunately I have different aspirations for my two daughters: my dream is for them to become country and western singers, and hence I have told them that an expensive education would be a serious setback to their careers versus, say, time spent waitressing at a truckstop.)

10) Restore compulsory company cars (au fond people really prefer cars to salary – but if you give them – or their wives – any choice in the matter, they tend to choose the boring option of money instead). The agency should also operate a small stable of really flash motors to loan to younger staff. If a 23 year old can turn up at a wedding with their banker chums in an Aston once a year, who cares what they actually earn?

Money is, in short, a commodity. As believers in differentiation, we should seek to reward people in currencies that our competitors cannot supply in greater quantities – such as civility or quality of life. Unusually this approach could actually hold appeal to our shareholders and ourselves.

How do you react to this proposal? I would be very happy to discuss it further – either in the space below or at a meeting held at a country pub some time after 11am.

Too radical? It is only a later expression of David Ogilvy’s dream of moving the agency to Princeton from Manhattan, a plan vetoed by cowardly colleagues. Its time has now come.

10 Ways Social Media Will Change in 2009

sunnuntai 15. helmikuuta 2009

Sosiaalinen median perusperiaatteita: suosiota ei voi ostaa

FT.com / Business Life - Blogs that spin a web of deception

Laitetaan tähän muistutukseksi Word of Mouth Marketing Association'in eettinen koodi:

The WOMMA Ethics Code

1. Consumer protection and respect are paramount

We respect and promote practices that abide by an understanding that the consumer – not the marketer – is fundamentally in charge, in control, and dictates the terms of the consumer-marketer relationship. We go above and beyond to ensure that consumers are protected at all times.


2. The Honesty ROI: Honesty of Relationship, Opinion, and Identity

Honesty of Relationship

* We practice openness about the relationship between consumers, advocates, and marketers. We encourage word of mouth advocates to disclose their relationship with marketers in their communications with other consumers. We don't tell them specifically what to say, but we do instruct them to be open and honest about any relationship with a marketer and about any products or incentives that they may have received.
* We stand against shill and undercover marketing, whereby people are paid to make recommendations without disclosing their relationship with the marketer.
* We comply with FTC regulations that state: "When there exists a connection between the endorser and the seller of the advertised product which might materially affect the weight or credibility of the endorsement (i.e., the connection is not reasonably expected by the audience) such connection must be fully disclosed."

Honesty of Opinion

* We never tell consumers what to say. People form their own honest opinions, and they decide what to tell others. We provide information, we empower them to share, and we facilitate the process -- but the fundamental communication must be based on the consumers' personal beliefs.
* We comply with FTC regulations regarding testimonials and endorsements, specifically: "Endorsements must always reflect the honest opinions, findings, beliefs, or experience of the endorser. Furthermore, they may not contain any representations which would be deceptive, or could not be substantiated if made directly by the advertiser."

Honesty of Identity

* Clear disclosure of identity is vital to establishing trust and credibility. We do not blur identification in a manner that might confuse or mislead consumers as to the true identity of the individual with whom they are communicating, or instruct or imply that others should do so.
* Campaign organizers should monitor and enforce disclosure of identity. Manner of disclosure can be flexible, based on the context of the communication. Explicit disclosure is not required for an obviously fictional character, but would be required for an artificial identity or corporate representative that could be mistaken for an average consumer.
* We comply with FTC regulations regarding identity in endorsements that state: "Advertisements presenting endorsements by what are represented, directly or by implication, to be "actual consumers'' should utilize actual consumers, in both the audio and video or clearly and conspicuously disclose that the persons in such advertisements are not actual consumers of the advertised product."
* Campaign organizers will disclose their involvement in a campaign when asked by consumers or the media. We will provide contact information upon request.



3. We respect the rules of the venue

We respect the rights of any online or offline communications venue (such as a web site, blog, discussion forum, traditional media, live setting, etc.) to create and enforce its rules as it sees fit. We never create campaigns or encourage behavior that would violate or disrespect those rules.


4. We manage relationships with minors responsibly

* We believe that working with minors in word of mouth marketing programs carries important ethical obligations, responsibility, and sensitivity.
* We stand against the inclusion of children under the age of 13 in any word of mouth marketing program.
* We comply with all applicable laws dealing with minors and marketing, including COPPA and regulations regarding age restrictions for particular products.
* We ensure that all of our campaigns comply with existing media-specific rules regarding children, such as day-part restrictions.


5. We promote honest downstream communications

Recognizing that we cannot control what real people say or how a message will be presented after multiple generations of conversation, we promote the Honesty ROI in downstream communications. In the context of each program, we instruct advocates about ethical communications and we never instruct or imply that they should engage in any behavior that violates the terms of this code.


6. We protect privacy and permission

We respect the privacy of consumers at all times. All word of mouth marketing programs should be structured using the highest privacy, opt-in, and permission standards, and we comply with all relevant regulations. Any personally identifiable information gathered from consumers through their participation in word of mouth marketing programs should be used only in the confines of that particular program, unless the consumer voluntarily gives us permission to use it for other purposes.




perjantai 13. helmikuuta 2009

Lappi keksii lamaloman niksit -   Talouselämä


Lappi keksii lamaloman niksit - Talouselämä
Tässäpä ajankohtaista bisnesluovuutta, vai mitä?

maanantai 9. helmikuuta 2009

Voice Of The Consumer Not Leveraged

Voice Of The Consumer Not Leveraged

According to a new study by the Chief Marketing Officer (CMO) Council, with Satmetrix,
58% of the 480 executives surveyed said their companies do not compensate any employees or executives based on customer loyalty, satisfaction improvements or analytics.
38% said their companies have no programs in place to track or propagate positive word of mouth among customers, and only
29% said their companies rate highly in their ability to handle and resolve customer problems or complaints.


Senior marketers admit their companies are failing to take decisive, company-wide action to integrate customer voice and experience into key business and marketing processes, says the report. The study underscores critical deficiencies in the way companies measure, optimize and leverage customer experience to drive loyalty, improve brand value and increase business performance and growth, including:

* Insufficient availability and aggregation of real-time customer
experience data across touch points that should be shared across
the organization
* Poor use of customer interactions to collect insights and
intelligence or maximize up-sell and advocacy opportunities
* Lack of Internet processes and systems to track online word of
mouth and drive customer advocacy
* Intermittent or deficient monitoring of customer experience that
fails to provide true and timely insights into problems and
opportunities
* Too few compensation programs tied to customer experience, loyalty
and satisfaction gains

CMO Council executive director, Donovan Neale-May, says "Customer experience is one of the most critical determinants of brand strength and business growth... we are missing a major opportunity to turn customer pain into competitive gain... through better use of web and contact center technologies and processes."

Survey data shows that most companies are not taking advantage of opportunities to drive company-wide performance improvement and business growth:

* Only 38% of companies gather customer insight from customer
engagement situations
* Just 32% look for ways to turn problems into new sales opportunities
* Only 15% introduce new products or services to further monetize
the relationship
* Merely 17% use the opportunity to identify and cultivate potential
customer champions and advocates

Although 34% of respondents said their companies have made no changes to the way they track and analyze customer experience in recent years:

* 45% of respondents say their companies have taken steps to better
integrate and analyze customer data
* 39% said they have increased personalization and intimacy in their
customer communications
* 20% say they have embraced intelligent Internet analytics

18% are capturing real-time information at the "point of pain."

Nearly two-thirds of companies do not have a formal Voice of Customer program in place, and other key findings of the study include:

* 13% of companies have deployed real-time systems to collect,
analyze and distribute customer feedback
* 74% say they receive customer feedback via e-mail, only 23 percent
say they track and measure the volume and nature of these messages.
* 14.5% track word of mouth on the Internet
* 12% are using a word-of-mouth marketing platform to drive online
customer advocacy

Laura Brooks, Ph.D. and vice president of research for Satmetrix, concludes that "Companies must become more... committed to leveraging... customer experience as a key business metric... but measurement is not an end in itself... companies need to commit... to understanding the key determinants of their score... to improve their customer experience competitiveness."

sunnuntai 8. helmikuuta 2009

Viikon lainaus - quote of the week. A brand needs five key attributes:

Nigel Hollis » Blog Archive » The Mini: A strong brand still famous at fifty
Sir Keith Mills, the businessman who created the Air Miles and Nectar reward programs in the UK, is quoted in The Times’ article as follows,

“You can’t create a brand with just great adverts. That is important, but it is more than that. It’s about the product, how it is packaged, the people who produce it, make it, distribute it. It is about the customer service that goes behind it, it’s about a whole combination of things that people in the business call brand attributes.”

But to get from good to great, Sir Keith suggests a brand needs five key attributes:

1. A distinctive personality
2. A name that is so well-known it is synonymous with the product category
3. A great product
4. The trust of consumers
5. And, last, but not least, such a strong relationship with consumers that they become advocates for the brand.

And part of what creates that relationship is that people who work for the company “understand what the brand means and are passionate about it and they really believe it – they live it.”

lauantai 7. helmikuuta 2009

perjantai 6. helmikuuta 2009

Kirja-arvio: David Ogilvyn tarina.

The Rise and Fall of David Ogilvy - BusinessWeek
Aika kultainen ei koskaan enää palaa.
Davidin irrottautuminen  WPP:n Martin Sorrellin tarjoukseen tarttumalla on haikean katkera.

In 1989, when Martin Sorrell, the CEO of ad conglomerate WPP,
approached with a takeover bid, Ogilvy's opposition was fleeting.
Roman, the chairman of Ogilvy & Mather at the time, provides a
spellbinding, first-person account of the denouement. At first Ogilvy
strongly resisted. But eventually, "worn and tired," he succumbed. In a
final meeting, he quieted his incredulous lieutenants. "I've mismanaged
my money. I have a castle and a young wife, and I need the money.
Greed."
Roman caps this tale with a dull final chapter on Ogilvy's
lasting influence in advertising. But his account of the Scotsman's
capitulation to Sorrell is memorable.

Exit aihetta käsittelee myös Kari Tervonen tämänpäiväisessä M&M:ssä. Suosittelen sitäkin.

Designatut perustuotteet: vahvistuva ilmiö

Designer Coke? - International Herald Tribune
Pullotettujen vesien case-Evian+ Gaultier saa jatkoa  kun Nathalie Rykiel muotoili Cokiksen Ranskan markkinoille pullon

Sitikan uudet myyntipalvelun ja huollon asiakaslupaukset

Tuulilasi.fi : Uutiset

Nyt kun ne ovat julkistettu asiakkaille asti, alkaa kiinnostava vaihe. Toimiiko mikään 18 asiakaslupauksesta heti, milloin suurin osa toimii ja toimivatko kaikki koskaan?
Myyntipalvelu lupaukset ovat tyypillisiä automyynnin standardeja, jotka ovat paitsi mahdollisia myös helppoja. Hyvä 5% myyjistä toteuttaa niitä jo nyt.
Huotpalvelun lupaukset ovat sensijaan helppoja antaa, mutta vaikeita toteuttaa.
Osa kysymyksistä voidaan ainakin osittain automatisoida ja ulkoistaa callcentereille. Mutta korjaamotoiminnan nykyinen asennetaso ja teknisten laitteiden arvaamattomuus tekevät osan lupauksista käytännössä mahdottomiksi lunastaa.

Citroën-organisaatiossa työskentelevien on yllettävä sekä myynin että huoltopalvelujen alueella seuraavien lupausten täyttymiseen:

Myyntipalveluja koskevat lupaukset:

1. Asiakasta tullaan tervehtimään kolmen minuutin sisällä.
2. Internetissä esitettyihin kysymyksiin vastataan 24 tunnin sisällä.
3. Asiakkaan tarpeet tunnistetaan selkeästi. Hänelle parhaiten sopivat tuotteet ja palvelut esitellään systemaattisesti.
4. Asiakkaalle tarjotaan pyytämättä ja systemaattisesti koeajomahdollisuus.
5. Asiakkaalle annetaan asultaan yhtenäinen hänelle räätälöity myyntitarjous tai esitäytetty tilauslomake.
6. Myyjä kiittää asiakasta, saattaa hänet ovelle ja toivottaa hyvää päivänjakoa.
7. Asiakkaalle annetaan luotettava tieto auton toimitusajankohdasta, ja jos siinä tapahtuu muutoksia, asiasta välittömästi ilmoitetaan asiakkaalle.
8. Auto toimitetaan asiakkaalle virheettömänä ja siten, että se vastaa kaikin osin tilausta. ja asiakasta opastetaan uuden auton käyttämiseen.
9. Asiakkaan ollaan yhteydessä viimeistään viiden päivän kuluttua uuden auton luovuttamisesta ja varmistetaan hänen tyytyväisyytensä.

Huollon palveluja koskevat lupaukset

1. Asiakas toivotetaan tervetulleeksi korjaamolle täsmälleen ajankohtana, joksi huolto on sovittu.
2. Työn vastaanotto ja työn luovutus tehdään asiakkaan läsnä ollessa.
3. Asiakas on läsnä, kun auto tarkastetaan ennen työn aloittamista.
4. Asiakkaalle selvitetään työvaiheet ja annetaan arvio työn kestosta.
5. Asiakkaalle annetaan luotettava aikataulu työn kestovaiheista ja valmistumisesta. Jos aikataulussa tapahtuu muutoksia, niistä kerrotaan välittömästi asiakkaalle.
6. Työ tehdään täsmälleen sovitulla tavalla.
7. Asiakas saa selvityksen tehdyistä töistä ja eritellyn laskun.
8. Asiakasta opastetaan auton käyttöön ja ylläpitoon liittyvissä asioissa sekä ennakoitavista huoltotarpeista.
9. Asiakkaaseen ollaan yhteydessä viiden päivän sisällä huolto-ja tai korjaamopalvelun valmistumisen jälkeen asiakkaan tyytyväisyyden varmistamiseksi.

Citroënin tavoitteena on kehittää palveluverkostostaan standardien asettaja. Siksi toimintaa mitataan jatkuvasti. Tavoitteena on kuulua useita merkkejä kattavissa riippumattomissa tutkimuksissa viiden palvelultaan parhaan merkin joukkoon. Tällaisia riippumattomia mittauksia ovat monissa maissa J. D. Powerin tyytyväisyysmittaukset ja Suomessa Tuulilasin Merkkien Merkki.

keskiviikko 4. helmikuuta 2009

destinationCRM.com: The 5 Levels of Customer Experience Maturity

The 5 Levels of Customer Experience Maturity

Why Marketing Clashes With Management - Advertising Age - CMO Strategy

Why Marketing Clashes With Management - Advertising Age - CMO Strategy

The biggest problem in business today: Left-brain management and right-brain marketing don't see eye to eye. Management is verbal, logical and analytical. Marketing is visual, intuitive and holistic.

How does the opposition manifest itself? Left-brainers are usually good talkers. Right-brainers are usually good writers. Marketing types think visually. They deal in words, of course, because marketing's ultimate objective is to own a word in the mind. But they want simple words that can easily be visualized.

Onhan kaupan korteista bonuksesen lisäksi asiakkaille muutakin hyötyä: tuoteturvallisuus pikaviesti

Buzzword Bingo englanniksi vedettäviin palavereihin, olkaa hyvä.

Brand Champions: Getting a Brand Buzz

Iloisen sekakielen aikakaudella kun puhumme finglantia, ei tätä tarvitse edes kääntää.
Tämän avulla syntyy myös näppärästi powerpoint. Suurmestari pystyy kopipeistaamaan preseen koko setin.

Luo Forrester tikapuumallin profiili

Taivas Lab KEY NOTE Rory Sutherland TED esitys. Kertaus portailta - toimii toistona.

6 minuutin seminaari mobiilimarkkinoinnista. Mukana myös suomalainen Blyk

Jos huokasit jo helpotuksesta ja totesit "mobiilimarkkinoinnista ei tarvitse välittää - siitä ei ole mihinkään", saatoit iloita liian aikaisin. Ohessa 6 minuutin setti, jossa pikaesittelyssä kiinnostavia mobiilimarkkinoinnin sovelluksia.