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In the upcoming months as we prepare for JUMP in New York in November, we will be interviewing some of our speakers to highlight a little bit about them, what they are working on and a few thoughts on the topic they will be focusing on at JUMP.
First up in our interview series is Jim Lefevere, Roche's Director of Global Digital Marketing. He heads up the digital strategy, marketing and operations for one of Roche's business areas.
In this first US issue, the magazine tackles 20 important multi-channel topics, from big data and the challenges of the silo-less organization, to bringing innovation to the enterprise.
We're just getting warmed up for the JUMP event, happening November 1st in New York.
Last Wednesday more than 1,500 marketers descended on Old Billingsgate in London for JUMP, our annual multichannel-focused event.
By the end of the day the consensus was that we’d done a good job. In a nut that means two things:
- The speakers were great and shared the right kind of ideas and insight.
- The Wi-Fi worked.
I thought I’d share some of the key takeaways from JUMP.
This Wednesday I'll be attending JUMP, our annual event dedicated to multichannel business. I'm inherently biased but the programme is truly fantastic. I expect to discover lots of new ideas and approaches to help improve the joined-up customer experience.
As it's been a year since the last JUMP I thought I'd collate and share a few recent examples of innovative multichannel thinking. Some of these are real success stories. There are plenty of others that I know I've missed out, some of which I'm looking forward to hearing more about on Wednesday.
There are only a dozen or so places left at JUMP, which has a capacity of around 1,500 people, so it will be a sell out. You should book your ticket now if you want to come along. Hope to see you there.
Deciding the right way to measure their social media investments is a top priority for the majority (56%) of marketing directors, according to a new study.
The Adobe survey, carried out by Vanson Bourne, polled 500 marketing directors in the UK, France, Germany, Italy, and Scandinavia, looking at the usage, measurement and attitudes to social media marketing across the continent.
Companies have rushed to embrace social media marketing, but there's more to social media than marketing.
Increasingly, whether companies like it or not, consumers expect companies to respond to customer service inquiries submitted via social channels like Twitter and Facebook.
Unfortunately, it currently appears that companies are generally more adept at social marketing than they are at social customer service.
On October 12th, Econsultancy will be welcoming over 1,000 marketers to JUMP, our Joined-Up Marketing and PR conference.
As part of the run up to the event, now in its second year, we asked Twitter users to tell us about the problems they’ve faced when attempting to run multichannel campaigns, using the #CometoJUMP hashtag.
As an incentive, we assembled a great package of prizes for the most interesting or relevant tweet.
The results showed that marketers face a huge variety of challenges as they try to track and optimise for customers who routinely interact with multiple touchpoints both on and offline before purchasing. We also uncovered recurring themes that may be slowing progression towards fully integrated marcomms.
In addition to the winning tweet, I thought it would be enlightening to run through ten of the best entries here and check out some of the issues we’ll be covering at JUMP this year.
Joined up marketing should be a reality for every type of business these days, and as more companies realise the benefits a joined up approach will bring, PR should be perfectly positioned to play a key part.
But this will only happen if the industry takes steps to revolutionise itself and portray its changing position and capability to the wider marketing industry.
We’re living in a multi-platform retail environment and that’s a great thing for marketers, mostly.
On the one hand, there’s a wide variety of ways to interact with people and drive sales. If a potential customer doesn’t respond positively to emails, they may be more willing to connect with your firm on Facebook, for example.
But the downside is that consumers have far higher expectations, particularly of the bigger brands. If you aren’t catering to their platform of choice, you risk frustrating them and devaluing your company.
Here are a few of the main platforms your customers may expect you to be actively using – and how you can meet their expectations.
For many businesses, the internet is one of the most important channels. Every day, millions upon millions of companies interact with their customers on the web and through internet-connected devices.
But despite the internet’s importance, online customer service often leaves a lot to be desired. Why is that? There are a number of reasons, all of which can be dealt with.
Here are some tips for improving online customer service...
BT has over 15m customers who create more than 70m calls per year into BT’s customer service call centres and send more than 2.5m emails.
Warren Buckley is responsible for all customer services activities for BT Retail Consumer Customers and now has a staff of 10,000 based in 45 centres in the UK and India.
We spoke to Warren about the challenges of this role, and how far BT has moved towards a joined up customer service model.