The connected marketer: How mobile apps can transform your marketing, sales and customer interactions

Smartphone users all over the world interact with mobile apps every day. Smart marketers are using mobile apps to connect with customers and potential customers.

Brands are building apps that allow them to engage with customers in ways never seen before.

In this webinar two experts – one from Norway and one from Romania – come together to give you inspiring information about the vast possibilities there are when leveraging mobile apps.

Attend this webinar to learn:

• How use mobile apps to sell
• How to leverage the Appscend mobile platform in a simple and cost efficient way
• How mobile apps relate to CRM and customer intimacy

The web seminar is presented on two dates. But book early as the seats are limited.

• Tuesday 27 September 2011 from 10:30 CET – 12:00 CET
• Tuesday 06 December 2011 from 10:30 CET – 12:00 CET

Check your local time below

( 09:30 – Lisbon, London / 10:30 – Berlin, Madrid, Paris / 11:30 – Cairo, Bucharest / 12:30 – Moscow )

Sebastian Vaduva is the co-founder of Appscend, a one of a kind mobile application platform that makes it simple and fast for anyone to create, manage and monetize engaging mobile apps. In 2008, Sebastian co-found Vitality Media, a web agency focused on delivering quality online experiences. 2 years later he decided to switch from being a service provider to a product provider and so came to live Appscend. Sebastian’s mission is to rock the mobile industry by delivering a product that delivers out-of-this-world mobile experiences for everyone, not just those who have thousands of Euros to built one.

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Øystein Svarød is the owner of Svaröd Direct AS, a company specialized in Direct Marketing. He has a 25 year long and extensive experience working for B2B and B2C marketing, in both digital & direct channels. He has worked as creative director, consultant and hands-on copywriter in direct communications, ad agencies and PR-agencies like Young & Rubicam, Wunderman Worldwide, Burson-Marsteller, D´Arcy, Rapp Collins, DDB. In addition to managing Svaröd Direct, Øystein holds the position as board member in FEDMA.
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Before you register, you must read this:

• Only registrations from legitimate work email addresses are guaranteed to attend
• You will not receive slides and access to recording if you do not attend the live event
• We value participant interaction during the webinars. Therefore only a limited number of participants are accepted to join.
• You will be automatically subscribed to Markedu’s Newsletter, which is published 2-3 times each month. You can unsubscribe anytime you want.

Please fill in the form below to register for the web-seminar

 
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Boost customer loyalty through social media

This 2 hour free webinar is aimed at retailers and FMCG’s with a formal loyalty marketing program in place and organizations contemplating setting up a loyalty marketing program.

The webinar is relevant for both loyalty marketers with and without a card program.
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The presenters will provide a summary of social media today, give examples through loyalty marketing case studies and answer these three questions:

1. How can you leverage social media to extend your existing customer loyalty marketing efforts?
2. What are the known rules of thumbs for loyalty marketers to get started leveraging social media?
3. How do you get started leveraging social media for customer loyalty and retention?

When you attend this webinar you will get valuable insight and new knowledge that can help boost your loyalty marketing efforts.

• Monday 19 September 2011 at 13:30 CET to 15:30 CET
• Monday 31 October 2011 at 10:30 CET to 12:30 CET

TimeZones ( 12:30 London / 13:30 Berlin / 14:30 Bucharest / 15:30 Moscow / 19:30 New York )

A direct & digital marketing strategist and a practitioner of digital marketing for more than 15 years, Michael Leander is a very popular speaker on digital & direct marketing topics having presented in front of audiences in more than 35 countries. He is also a Markedu top-speaker – a testament to his consistent high ratings as a marketing speaker and trainer. Learn more about Michael Leander here.
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Before you register, you must read this:

• Only registrations from legitimate work email addresses are guaranteed to attend
• You will not receive slides and access to recording if you do not attend the live event
• We value participant interaction during the webinars. Therefore only a limited number of participants are accepted to join.

Please fill in the form below to register for the web-seminar

 
We value your privacy – your details are safe with us

Das Webseminar findet am 21. Oktober 2010 um 10:30 CET statt.

Customer Experience Management ist eine Kombination aus “Wissenschaft” und “Kunst”, um alle Interaktionen und Schnittstellen eines Unternehmens zum Kunden zu managen.

Die „Wissenschaft“ bezieht sich auf bekannte quantitative Analysen. Was wir hier unter „Kunst“ verstehen, kann Ihnen kein Kunde sagen. Mit der Kunst verstehen wir die strukturierte Entwicklung von Emotionen die den „WOW“ – Effekt an speziellen Schnittstellen ihres Unternehmens kreiert. Diese sind ausschlaggebend für Ihren Erfolg.

Steigen Sie ein in die Philosophie des CEM und lernen Sie einen Auszug der Methoden kennen.

• Personas
• Customer Journey & Emotional Journey
• Moment of Truth Analyse
• Co-Creation

Als Organisationsentwicklungsphilosophie ist es Ziel des CEM langfristig loyale Kunden zu generieren, welche als Empfehlungsgeber agieren. Lassen Sie uns gemeinsam im Anschluss über (eigene) Beispiele diskutieren.

Über den Referenten:

Johannes Robier / youspi Customer Experience GmbH

Als studierter Informationsdesigner beschäftigt sich Johannes Robier seit 8 Jahren mit der kundenorientierten Entwicklung von Produkten und Dienstleitungen. Seit 2007 leitet er gemeinsam mit Andrei Parvu das Unternehmen youspi Customer Experience GmbH welche viele namhafte Kunden im Bereich Produktentwicklung und Customer Experience Management unterstützen.

XING: https://www.xing.com/profile/Johannes Robier

The Future of Gift Cards, Prepaid & eMoney worldwide!

Gift Cards, Prepaid, Coupons, Vouchers and Customer Cards –

What are the new Prepaid-Solutions for Retail, Catering Trade and Hotel Trade?

On this event leading national and international experts present current trends and market developments in the German and international prepaid market. They also point to new strategies for innovative gift card programmes. Successful best-practice-cases will show how to gain new customers, a higher brand awareness and to increase your profit.

To give you a first impression, the main topics 2010 will be:

• The prepaid market in Germany – What’s hot, what’s new, what’s working?
• The International prepaid market – Where does the trend come from? How will it develop?
• Megatrend gift cards: How do German retailers implement this recipe of success of USA and UK? Which strategies are successful?
• Strengthening of customers’ loyalty – Opportunities and challenges: Which new perspectives do German retailers have with gift card programmes?
• Market potential: How do German customers accept the new offers of gift cards & co?
• New Chances: Management of customer attraction and customer retention in difficult times
• Value-added chain: customer activation, creation of an overvalue and increasing the brand awareness – By what are gift card programmes successful?
• Service: format, design and incentivation – Which requirements do customers have? Which added values can retailers generate?
• Gift card malls – The gift cards’ new stationary channel of distribution
• Special: Coupons and couponing: applications and target groups of couponing: Today and tomorrow
• Gift Card 2.0 – Future Perspectives

The conference target group is the top management and the decision makers of retailers and the corresponding industry as well as service providers.

The trade fair “Incentives & Cards 2010” is the first exhibition for the entire spectrum of the prepaid business. Besides new technology and efficient tools for optimizing the running of your business, you will also encounter new processes and ideas for betterment of customer loyalty and winning over customers.

The Incentives & Cards 2010 is the information and business platform that coincides with the 2. Gift Card Summit 2010. At this trade fair you will have the opportunity to present your company and products or services to the trade fair visitors and conference participants.

Exhibition Areas:

• New Technologies
• New Products
• New Services

Exhibition Categories:

• Gift Cards
• Vouchers
• Coupons
• Couponing
• Prepaid-Solutions
• Cards

Make use of this unique opportunity to discuss with new contacts in an atmosphere of harmony and confidentiality the fascinating work-oriented speeches, while at the same time profiting from the show of achievements of your most important partner.

German Version: www.conferencegroup.de/giftcard

English Version: http://www.conferencegroup.de/_pdf/pdf_special/1giftcardsummit.pdf

Prepaid, e-Money und Mobile Payment werden den weltweiten Financial Services Markt in den nächsten Jahren fundamental verändern. Retail Banking Services befi nden sich derzeit international im größten Umbruch ihrer Geschichte. Die rasante Expansion von Smartphones, mobilem Internet und Location Based Services werden den Payment Markt radikal verändern. Davon werden vor allem auch neue Prepaid-Lösungen wie eCouponing und eGifting profi tieren. Location Based Services werden hier zu phantastischen Promotion-Möglichkeiten für Handel, Gastronomie, Hotellerie und Industrie beitragen. Mit einem derzeitigen Marktvolumen von fast 20 Mrd. Euro und stark steigenden Nutzungsraten dürfte der Markt für Geschenkkarten, Gutscheine, Vouchers & Coupons, sprich: Prepaid, in den nächsten Jahren enorm an Bedeutung zunehmen. Während in den USA bereits Tauschbörsen für Gift Cards und Online-Gutschein-Dienste boomen, steht das Geschäft in Deutschland und Europa noch am Anfang und verspricht allen Beteiligten große Wachstumschancen.

The Conference Group hat sich daher entschlossen, national und international führende Experten aus dem Prepaid & Gift Card-Markt im Rahmen einer großen Kongressmesse zusammenzubringen. Am 21. und 22. Juni 2010 wird sich die Branche erstmals in den Rhein-Main-Hallen in Wiesbaden treffen. Weltweit führende Experten werden die aktuellen Trends sowie die Markt- und Absatzentwicklungen in dieser neuen Branche aufzeigen sowie Strategien für innovative Gift-Card-, und Prepaid-Programme sowie Couponing-Lösungen on- und offline präsentieren.

Die Veranstalter haben für den 1. International Gift Card Summit 2010 das Motto gewählt:

The Future of Gift Cards, Prepaid & eMoney worldwide!

Im Fokus: Kundenkarten, Gift Cards, Gutscheine, Vouchers & Couponing –

Was sind die weltweiten Trends und Erfolgstrategien?

Folgende Themen stehen im Mittelpunkt der Kongressdiskussion:

• Prepaid – Der Megamarkt von morgen für Handel, Gastronomie und Dienstleister! – Was sind die nationalen und internationalen Trends?

• Megatrend Gutscheine und Gift Cards: Was kann der deutsche Handel von den Erfolgskonzepten aus USA und UK lernen?

• Gift Card-Märkte 2010 in Deutschland und Europa – Was zeichnet intelligente Closed

Loop Prepaid-Lösungen aus?

• Wo liegen neue Geschäftsfelder für Prepaid-Lösungen? Was sind die Potenziale für Handel, Banken & Dienstleister?

Parallel zum Kongress findet die Kongressmesse Incentives & Cards 2010 statt, als Leitmesse und Showcase für neue Incentivierungssysteme. Hier werden innovative Hersteller und Dienstleister neue Produkte und Technologien im Prepaid, Gift Card, Voucher & Couponing-Markt vorstellen.

Wir wollen mit diesem neuen Event einen bedeutsamen neuen Treff punkt für die noch junge aufstrebende Gift Card-Branche in Deutschland hervorbringen, auf dem man sich zukünftig jährlich über die Trends in diesem Wachstumsmarkt austauschen kann.

Der 1. International Gift Card Summit findet in Wies baden statt, einer einmaligen Plattform hochkarätiger Branchenevents, die neue spektakuläre Lösungen zur Kundenbindung und Kundenfindung aufzeigen wollen. Parallel zum 1. International Gift Card Summit finden u. a. der 1. MICE & Hospitality Summit 2010 sowie der 1. German Event Summit 2010 statt.

It is said that you need to be more conservative in the time of crisis. This means that you need to look at your business strategies, and adapt to the current situation.

The key to success are… Customers!

But even more so during harder times. If the money’s are tight the only place to look are at your customers. Even though the climate is economically tight, you will still find customers that are willing to spend, customers that are willing to stay with your company even though they pay a premium, to keep their competitiveness and save on the hazzle of switching vendor.

In uncertain times you cannot risk or afford to lose customers, alone for the fact that acquiring new customers are up to 6 times more expensive than keeping them. So keeping, and building on the relationship, with your customers are key.

Recent studies in this field shows, that loyalty and trust can be trashed through just one single bad customer experience. A big survey, In Customers Are People, shows that 70 percent of the customers buying decision are based on how they feel they are being treated.
Another survey, from Beyond Philosophy, shows that 69% of the customers say that emotions count for more than half of the total buying experience.

Knowing that customers value High-quality in interaction, product and service, that they want to talk with empowered employees, they want honest communication and last but not least they want rewards for loyalty there is no doubt that the winners, especially in the credit crunch right now, are the ones that are able to deliver excellent customer experiences.

Experiences, that ties the customer closer to your company.
So how do you focus on the experience? You get started by being SMART using following foundation:

Strategy for customer value
Metrics to steer
Alignment of people
Redesign of experiences
Technology to optimize

S for strategy for customer value
The process for beginning and discussing the customer value begins with an understanding of why the customers buy from you. This information when gathered gives you the tool-set to begin identifying what drivers that makes your customers buy, stay or even defect. There are many theories and tools out there to get you started.

M for metrics
To find and select the right customer experience, the process begin with an understanding on which touch points your customers interact with you as a company. Knowing where, who and with what frequency, you can start prioritizing those touch point that matter most from a customer perspective.
This information must then be translated into key point indicators that you would want to track, and that best captures the performance of the company.

A for alignment of people
Knowing what drives the customer value and what metrics to steer after, this information must then be aligned with your people if you want Return on Behavior. A study done by CustomerThink Corp. showed that the Top 5 attributes of companies that deliver “Constantly Excellent Customer Experiences” were:

- Well-trained and Helpful Employees
- Excellent Customer Service
- High-Quality Goods and Services
- Friendly and Caring Employees
- Personal Attention, Reward for Loyalty

4 out of above 5 are people related. So no doubt that training is a key component, but also processes and especially giving the employees the information of what the customers think about their performance point your employee in the right direction of increasing the customer experience for the benefit og revenue, bottom line and continuous success of your company.

R for redesign of experiences
Having established that customer experiences is a parameter for success, as every contact with the company gives the customer a chance to evaluate if the experience have been bad / neutral / good, and that over time these customer experiences will make a lasting impression of the company’s values or the company as a brand, it becomes paramount that acting on the feedback of your customers experiences is essential. Only then can you reap the benefits of satisfied customers.
The continuous improvement rationale can also be applied at the customer level. By harvesting the learning gained from each customer interaction, you should be able to deepen your insight with respect to each individual customer, thereby improving the customer’s experience.

T for Technology to optimize
Assess the quality of customer experiences with telephone, online and contact center monitoring and measurement systems. As well as optimize marketing with analysis and campaign management systems to deliver relevant offers. And do not forget to treat customers as individuals and reward their loyalty.
Provide tools to help employees be helpful and responsive and ensure that customers perceive your service as excellent.

Final words
Managing and tracking customer experiences, in other words, allows you to create powerful, loyalty-boosting Learning Relationships with individual customers-relationships that get “smarter and smarter” with respect to each customer’s individual preferences over time.

About Fredrik Abildtrup
Fredrik Abildtrup is a seasoned customer experience and Return on Behavior specialist. Currently responsible for the growth and internationalization of TeleFaction. He ensures that TeleFaction clients improve customer loyalty, reduce churn and increase cross-sales across customer service contact points. TeleFaction primarily caters to European businesses in the telecom, financial services, energy, travel and transport industries.

He has many years of business experience, primarily in sales and management. Most recently as the Division Executive with T-Systems Denmark, a sister company to Deutsche Telekom, where he was responsible for more than 100 employees.

Specialties:
General Management, Sales, Management Consulting, Coaching, Customer Experience, Marketing
Contact Fredrik Abildtrup at TeleFaction