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Abracadabra: Data Drives Innovation Magic for Customer Experience

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By Business Wirevia The Motley Fool

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Abracadabra: Data Drives Innovation Magic for Customer Experience

Latest issue of Peppers & Rogers Group Customer Strategist Journal Focuses on How Companies Use Data to Find New Ways to Innovate and Impress Their Customers in Every Interaction

STAMFORD, Conn.–(BUSINESS WIRE)– Obsolescence doesn’t just threaten products; certain experiences have disappeared from customers’ lives with little or no fanfare. For example: who still stands in line at the bank to cash their paycheck? Who answers help wanted ads in printed classifieds? Today’s innovative companies are not just improving their product offerings, they are extending innovation to the service, experience, communications, and overall customer strategy in order to boost the bottom line and attract and retain customers.

For almost 20 years, Peppers & Rogers Group has been helping clients ‘wow’ their customers through innovative and actionable strategies that transform their businesses by improving and exceeding the expectations of their customers in every interaction.

Each quarter Peppers & Rogers Group publishes its latest thinking in its executive journal, Customer Strategist, where consultants and analysts bring their thought leadership to a wider audience. The firm’s global work with leading companies in telecommunications, financial services, healthcare, retail and government sectors, is the basis for the articles in this issue. These articles look at how clients are differentiating their companies by innovating the customer experience.

“The beauty of true innovation is that there are always new possibilities,” says Elizabeth Glagowski, Editor-in-Chief of Customer Strategist. “There is always a new way of doing something, a new product on the horizon, or a new way to think about things. Customer focus adds an extra dimension to enable innovation around the experiences people have with the companies they do business with. And, those possibilities exist at any company that is committed to look for them.”

A Lesson from Google on Marketing Innovation Google Vice President of Sales and Service Jim Lecinski spends much of his time exploring innovation within the realm of marketing. As he sees it, the ultimate goal of marketing is steadfast—gather insights about customers and the market, then act based on those insights in a way that drives ideal consumer behavior. Innovation lies in how that idea is put into practice.

Microsoft Looks to the Cloud to Build Customer Relationships Microsoft is innovating once again. The software giant is …read more
Source: FULL ARTICLE at DailyFinance

Business, Finance, Occupation & Industry

Go Social: Got the Tux, but Can You Dance?

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By Business Wirevia The Motley Fool

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Go Social: Got the Tux, but Can You Dance?

TeleTech’s Mark Grindeland Shares the Necessary Ingredients to Create a Social Organization at SXSW

DENVER–(BUSINESS WIRE)– Mark Grindeland, TeleTech’s chief marketing officer, will share what it takes to build a social organization as part of the “Future15” of SXSW Interactive. “Going Social: You Got the Tux, but Can You Dance?” will begin at 11:45 AM on March 9 at the Hilton Austin Downtown.

During his presentation, Mr. Grindeland will show how to move beyond the basic two-step of corporate Facebook and Twitter pages. SXSW attendees will learn how to foster a company community, identify internal influencers and convert executives. Mr. Grindeland will address challenges of creating social companies, but will share how to play within the rules of corporate engagement.

If you’re not attending SXSW in person, be sure to follow Mr. Grindeland’s presentation by using #SXSW #gosocial on Twitter.

In addition to Mr. Grindeland’s talk, SXSW goers should plan to attend the “Nowhere to Hide: Can Twitter Fight Corruption” on March 10 at 12:30 PM at the Hyatt Regency Austin, featuring the best-selling authors and industry veterans, Don Peppers and Martha Rodgers, PhD. The duo will address using social media to combat cronyism and widespread business corruption.

Mr. Peppers and Dr. Rogers, founders of the Peppers & Rogers Group, a TeleTech company, will discuss how interactive technologies can be employed to generate a level of transparency sufficient to eliminate the need for costly and intrusive regulatory actions, such as Sarbanes-Oxley and Dodd-Frank.

Follow the conversation during Mr. Peppers and Dr. Rogers session by using #SXSW #tweetcop on Twitter.

ABOUT TELETECH

For 30 years, TeleTech (NAS: TTEC) and its subsidiaries have helped the world’s most successful companies design, enable, manage and grow customer value through the delivery of superior customer experiences across the customer lifecycle. As the go-to partner for the Global 1000, the TeleTech group of companies delivers technology-enabled solutions that maximize revenue, transform customer experiences and optimize business processes. From strategic consulting to operational execution, our more than 41,000 employees drive success for clients in the communications and media, financial services, government, healthcare, technology, transportation and retail industries. Through the TeleTech Community Foundation, the company leverages its innovative leadership to …read more
Source: FULL ARTICLE at DailyFinance