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Mastering The Whole Customer Experience (.net)
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Posted: 04/15/2010
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In a recent interview, Oliver Lindberg caught up with Paul Dawson, EMC Conchango’s experience director, to discuss the company’s methodology. EMC Conchango concentrates on what it calls “total experience design,” taking a comprehensive look at the customer journey from beginning to end, and all the points in between. EMC Conchango operates as the European arm of EMC Consulting, allowing it to leverage its global reach and cast a wider net to capture more global business. Based on fact, the experience planning process incorporates Agile methodology, regularly released software and eye tracking to analyze how people interact with the content of a page. The agency is also experimenting with electroencephalograms that are literally wired to reveal what consumer’s brains are thinking and feeling. The agency also partners with Microsoft to adopt new user-facing technology to better understand customer behavior and devise ways to prolong consumer interactions with brands and products.
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Industry:
Marketing, Design, & Interactive Communications,
Retail & Products,
Technology, Consulting, & Professional Services
Topic:
Content Strategy,
Creative & Design,
E-Commerce,
Experience & Interaction,
Marketing Communications,
Technology Implementation
Region:
Global,
Europe
Audience:
Business to Business,
Business to Consumer
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Formatting Plain Text E-Mails for Dynamic Delivery (Internet Evolution)
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Posted: 04/01/2010
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Not all programs recognize html, so it’s important to remember that you don’t always have to have fancy formatting to get your message across. There are tips you can use to maximize your plain text emails. Plus, there are actually many benefits to sending plain text e-mails. First, leave formatting plain text to last and finally, test your format across multiple platforms. Steps in between include: prioritizing key content in the first few lines, cleaning up your format and making sure links don’t get lost in the crowd. Plain text allows subscribers to read your email even on their cell phones and smartphones. They are also much more likely to get through all the spam filters on the Internet than html email, and therefore can be read by more subscribers.
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Industry:
Marketing, Design, & Interactive Communications
Topic:
Content Strategy,
Experience & Interaction,
Marketing Communications
Region:
Global
Audience:
Business to Business,
Business to Consumer
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From Buzz to Buy: Social Commerce and Word-of-Mouth Marketing (ClickZ)
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Posted: 04/01/2010
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There’s a new buzz in town: social commerce skilfully links customers to customers online and then bridges them into commercial connections... driving customers to transition from "buzz" to "buy." The ultimate goal for delivering a meaningful and measurable social commerce program is to integrate all marketing activities into one streamlined campaign, blending social programs like Facebook, Twitter and company blogs with more traditional programs like in-store, direct marketing and mobile advertising. Building a social commerce program entails the following: (1) give your customers a venue for creating user-generated content; (2) expand your customer-voice from the outside-in and (3) leverage customer feedback in all your marketing initiatives. The challenge then is to deliver meaningful products and services that meet your customers’ needs.
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Industry:
Marketing, Design, & Interactive Communications,
Technology, Consulting, & Professional Services
Topic:
Content Strategy,
Experience & Interaction,
Marketing Communications,
Technology Implementation
Region:
Global
Audience:
Business to Business,
Business to Consumer,
Peer Groups & Communities
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Sears Innovates with Multichannel Strategy (Chief Marketer)
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Posted: 03/18/2010
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Chief Marketer recently spoke with Sears' senior vice president online Imran Jooma to unravel the success behind the brand Sears Holdings Corp’s (Sears and Kmart) aggressive approach to bring merchandise and marketing to online communities (MySears.com) and mobile commerce (Sears2Go). The new campaign, “ShopYourWay”, is a multichannel strategy with new initiatives including Marketplace at Sears.com, which gives online shoppers the opportunity to locate and purchase products from outside retailers. Jooma credits Sears with having a robust fan community at MySears.com, which allows the company to pinpoint and deliver additional categories of interest. To maintain ease-of-use and minimize cumbersome navigation, Sears launched Quick View and ClickSee, which gives customers a quick visual of related and compatible products. The company is in-touch with customer feedback to improve both in-store and online shopping experiences, and recently added an iPhone app to its Sears2Go mobile shopping initiative.
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Industry:
Marketing, Design, & Interactive Communications,
Retail & Products
Topic:
Content Strategy,
E-Commerce,
Experience & Interaction,
Marketing Communications
Region:
Global
Audience:
Business to Consumer,
Peer Groups & Communities
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Nexus One Propels Google Into Online Retail (BusinessWeek)
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Posted: 03/04/2010
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Google Inc. has entered the world of online retailing with its sales of the Nexus One, an HTC Corp. manufactured and Android mobile system operated phone. Google will also sell additional Android operated devices, like Motorola Inc. phones, with aims to promote further adoption of the Android operating system. With support from Google’s online store, T-Mobile USA and Verizon Wireless will also carry the Nexus One. "We hope that by partnering with us in offering the Nexus One and future phones from Google, operators will be able to drive even more customers to their network and will be able of [sic] offer their customers another innovative Android device," said Katie Watson, Google spokeswoman.
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Industry:
Retail & Products,
Telecommunications
Topic:
Content Strategy,
E-Commerce
Region:
Global
Audience:
Business to Consumer
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We cut through the clutter of the web to highlight innovation and forward-thinking. The best stories from leading publications – hand selected and organized to provide you a single point of access.
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