With more than three decades in the hotel marketplace, Grupo Posadas operates more than 104 hotels and 19,042 rooms in 50 beach and city destinations in Mexico, Brazil, Argentina and Chile. It's brands include AQUA, Fiesta Americana Grand, Fiesta Americana, Lat 19°, Caesar Park and Caesar Business, making Posadas the leading Mexican hotel operator in Latin America. Posadas selected Neolane's enterprise marketing software to improve segmentation and deliver consistent, personalized customer communications across e-mail and direct mail channels, while streamlining campaign management within its loyalty programs.
Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers. Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video.
For the record, we don't think your brand ’sux‘.
In today's social and mobile world, you may encounter negative sentiment at some point during the life of your business. In our latest e-book Your Brand Sux, we focus on how to reap the rewards of customer feedback on social, even if it isn't always positive.
Things you'll learn:
- Tracking brand sentiment
- Tips to improve engagement
- Best practices for global brands
- And more tips for developing amazing customer experiences
It’s no longer enough just to convert—to stay competitive, you need to turn prospects into lifelong fans of your brand. But with commerce channels and buying behavior changing so fast, we all know that’s easier said than done.
What were once communications channels are now becoming commerce channels, with consumers making purchases on their TVs, on Twitter, and by text message. In the past, commerce and content data and experiences sat in their own silos. Those days are gone.
Thanks to Box and Salesforce, a young luxury brand can go toe-to-toe with the major players. Learn how Bespoke Collection uses Box and Salesforce to professionalize the customer experience, reduce friction in the sales process, and boost communication across marketing and sales teams.
"When the CMO Council recently asked more than 200 senior marketing decision makers how effectively they have aligned physical and digital experiences, half admitted that these integrated experiences were selective, at best. Yet it is alignment, consistency and connection that drive the foundational relationship between the brand and the buyer.
The CMO Council, in partnership with IBM, will host a one-hour interactive webcast with industry-leading media, entertainment and telecommunications marketers to discuss how audience insights across the digital and physical experience have been turned into action, allowing these brands to personalize and enrich each engagement.
Multiple case studies will also be discussed during the webcast that focus on the power of segmentation and innovations around cognitive computing. Speakers include Liz Miller, Senior Vice President of Marketing for the CMO Council; Jody Sarno, Dedicated Client Partner, Communications Industry for IBM; Chris Crayner, Ch
Published By: SundaySky
Published Date: Mar 06, 2018
Personalization works. Brands know this. That’s why they use information like customer names, relevant content, and purchasing history to make consumers feel special.
But is this enough for today’s empowered consumers?
No—it still treats consumers as a small drop in a big bucket of generic marketing communications. It’s repetitive and stale. It’s simply not enough.
What does it take to be relevant today? In the era of hyper-connectivity, consumers
have become entitled, demanding more control over their experiences and
expecting that marketers use data and insights to create a seamless, relevant brand
experience. Research shows that communications containing relevant information
and offers are the best drivers of brand loyalty and conversions
Context can make or break the communication – and, ultimately, the relationship – between
a consumer and a brand. Today’s consumers expect relevant communications that speak
directly to their needs in the moment. We have the technology today to deliver such messages –
but there are significant barriers to developing relevant, contextual programs of this kind.
Some of the development challenges represent new versions of old challenges. Take data as an
example: it has always been hard to harness data from different sources and to leverage insights in
real time. But today, there are additional opportunities – if not expectations – for marketers to use
contextual data to better reach and engage customers through the optimal channel(s).
Digital Transformation: Insight into Getting it Right, is new research commissioned by Avaya and undertaken by IDC. The Infobrief contains key insights from over 1,300 enterprises and consumers to help brands plan and improve digital transformation, specifically through the modernisation of business communications infrastructure. Because business communications technology is at the heart of digital transformation.
The incredible reach of social media can be used to nurture business relationships and nourish invaluable customer relationships. But without an enterprise-wide security strategy, your organization is susceptible to a variety of internal and external threats, including account hijackings, malware and employee errors that can lead to brand and communication crises.
Most large companies have already made investments in tools that make video webcasting possible. Video is the most
vibrant and intimate medium that executives can use to convey information to large, far-flung internal audiences. Video
helps keep employees on the same page about company branding, strategic direction, and externally-facing stories and
messaging. It facilitates the transparency and authenticity that today’s employees demand.
CEOs of large, global corporations are frequently the catalyst for enterprise live streaming because they know they
can use it to make a powerful and personal connection with tens of thousands of remote employees—efficiently and
cost-effectively. They support using technology to foster communication and transparency, leading to a more engaged,
productive workforce. They recognize the power of video. And they see how engaged, satisfied employees can collectively
strengthen their company’s competitive advantage and enhance their bottom line.
If your CEO
Digital Transformation: Insight into Getting it Right, is research commissioned by Avaya and undertaken by IDC. The Infobrief contains key insights from over 1,300 enterprises and consumers to help brands plan and improve digital transformation, specifically through the modernization of business communications infrastructure. Because business communications technology is at the heart of digital transformation.
Digital Transformation: Insight into Getting it Right, is new research commissioned by Avaya and undertaken by IDC.
The Infobrief contains key insights from over 1,300 enterprises and consumers to help brands plan and improve digital transformation, specifically through the modernisation of business communications infrastructure. Explore why business communications technology needs to be at the heart of your digital transformation journey.
This Deep Dive from Gleanster research will explore why some marketing technologies may not be the best solution for distributed marketers and how an merging class of technology called “local marketing automation” is enabling corporate marketing to oversee brand consistency and simultaneously give local marketers autonomy and control over communications to their local target audiences.
As media and channels proliferate with the upsurge in digital touchpoints, we have access to massive volumes of customer data. This leads to the personalization of customer interactions that drive customer strategy as a business strategy.
When new ideas and market opportunities arise, Vodafone New Zealand's goes directly to customers for their feedback. The company has 30,000 New Zealanders on their community panel, Vodafone Voice. With rapid results and actionable insights, the panel is able to provide Vodafone Executives timely answers to make informed decisions that maintain brand relevance for customers. Vodafone relies on the panel to assist in making decisions around which products, services or offerings are worth pursuing.
When times get tough, people re examine old habits and brand loyalties. Consumers are more conscious about spending their hard earned money and their tastes shift dramatically as they cut back. Virgin Mobile USA was able to see exactly how their consumers were changing during the economic downturn by surveying their online community of customers. The panel brings together hundreds of customers to interact with the organization on a variety of issues. The results were so interesting that both Forbes Magazine and the Chicago Tribune wrote an article about the findings.
Kodak's community-which boasts over 2,600 members to date-has been effective in combining quantitative and qualitative research initiatives, resulting in a more comprehensive understanding of consumer behavior, trends, and demand, which the company continues to use to its advantage. In addition to evaluating existing products and marketing initiatives, it has helped to identify new product and marketing opportunities through analysis of how members shop.
Roxy, global designer, producer and distributor of clothing and accessories, needed a way to connect with teenage girls on an ongoing basis to help produce, design and advertise their clothes. Roxy decided to find style mavens – girls who are the trend setters among their peers – and instead of doing ad-hoc focus groups of 20-30, they created an online community of over 900 girls.
Recruiting departments are increasingly adopting marketing techniques to attract the best talent to their organizations. Software solutions, such as the iCIMS Talent Platform, can help companies keep their brand consistent across all recruiting mediums through branded email communication, social media micro sites and more. Recruiting with an effective employment brand can increase candidate engagement and interest in joining your company.
Published By: Brandwatch
Published Date: Dec 01, 2015
Learn how social intelligence impacts the way that telecommunication brands and their audiences communicate, and how online conversation allows brands to measure the effect of their campaigns, gain competitive intelligence, and connect with potential buyers.
Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should
use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video.
Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact centers, their advantages and the essential considerations for selecting a vendor.