Tag Archives: Miami

Our New Year’s Resolution: Focusing on Your Future

We want you to continue to be successful in 2017. In order
to do that, when it comes to business, you need to think about the future
beyond next year.  
We know you are under pressure from your managers to stay
ahead of the curve and always be thinking of the future in your industries. So,
that’s why it’s more important than ever to attend live conferences and events
to hear what the future holds directly from industry leaders.
Here are the events that
will keep you thinking ahead in 2017:

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The Media Insights & Engagement Conference
January 31 – February 2, 2017
The Ritz-Carlton, Fort Lauderdale, FL
Use code MEDIA17BL for an additional $100
off
Learn more and buy tickets: http://bit.ly/2gJ4vx4
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Marketing Analytics & Data Science
April 3 ‘ 5, 2017
JW Marriott San Francisco Union Square, San
Francisco, CA
Use code MADS17BL for an additional $100
off
Learn more and buy tickets: http://bit.ly/2gJdpKS
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FUSE Miami
April 4-6, 2017
Nobu Hotel ‘ Eden Roc, Miami, FL
Use code FUSE17BL for an additional $100
off
Learn more and buy tickets: http://bit.ly/2h5377e
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FEI: Front End of Innovation
May 8-11, 2017
Seaport World Trade Center Boston, MA
Use code FEI17BL for an additional $100 off
Learn more and buy tickets: http://bit.ly/2gFQZbV
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OmniShopper
June 20-22, 2017
Hyatt, Minneapolis, MN
Use code SHOPPER17BL for an additional $100
off
Learn more and buy tickets: http://bit.ly/2gybsk2
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TMRE: The Market Research Event
October 23-25, 2017
Rosen Shingle Creek, Orlando, FL
Use code TMRE17BL for an additional $100
off
Learn more and buy tickets: http://bit.ly/2gVLDO9
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TMRE Digital
With TMRE Digital you can access 27
Sessions from the World’s Leading Insights Event TMRE from the comfort of your own
home or office.
Learn more and download: http://bit.ly/2fRBgt7
Don’t get stuck in the past. Look forward to the future!  
We hope to see you at our 2017 events!
Cheers,

The Knect365 Team

Insights, Marketing & Innovation 2016 Event Line-up


FUSE
Designing Brands
with Purpose
April 4-6, 2016
Nobu Eden Roc, Miami, FL
The pressure to connect consumers and brands is more
meaningful than ever before. Those who can make the connection are thriving and
those who cannot are fading away. FUSE is the only event focused on design as a
strategic force in your quest to build brands and businesses that connect
beyond compare with consumers.
Use code FUSE16BL for $100 off the current rate.
Insight Immersion:
NYC
The New Value
April 20-21, 2016
Join a select group of brand and agency leaders, and dive
deep into an experience of consumer culture that will inform, inspire and
energize you.  We take you into the vibrant streets of New York City
to explore current marketplace trends, discover buzzworthy brand
spaces, interact with insightful experts, participate in unexpected
experiences and uncover valuable insights that will dramatically benefit your
business. 
FEI: Front End of
Innovation
Inspiration Needs
Execution
May 10-12, 2016
Seaport World Trade Center, Boston, MA
FEI is a conference that senior level R&D,
Innovation, and Product Development executives rely on to thwart the growing
threat of disruption by non-traditional competitors. Large organizations are
under fire to be more agile and opportunistic in their approach to innovation,
adaptation, and disruption. That’s why the 2016 curriculum is designed to help
systematically tackle the innovation process- from ideation through execution-
in order to capture immense innovation.
Use code FEI16BL for $100 off the current rate.

The New Face of Consumer Insights: TMRE
in Focus
Are You Ready for
the New Face of Consumer Insights?
May 23-25, 2016
Ritz Carlton, Marina Del Ray, CA
The producers of TMRE: The Market Research Event arm you
with the new processes, procedures, frameworks and skillsets you need to remain
competitive and relevant. Rethink how your insights teams are structured, how
the back end and operations of research must evolve and harness game-changing
skills to deliver value both internally and to end customers.
Use code INSIGHTS16BL for $100 off the current rate.

Marketing Analytics & Data Science
Unlock Opportunity
and Growth
Jun 8-10, 2016
Hilton, Financial District, San Francisco, CA
The Marketing Analytics and Data Science conference is an
inaugural conference that demonstrates how to deploy marketing analytics and
data science to drive business forward. The conference offers a unique platform
for experts across industries to learn, collaborate and share best practices in
data science, IoT, marketing analytics, and more.
Use code MADS16BL for $100 off the current rate.
Insight Immersion:
NYC
The Internet of
Everything
June 15-16, 2016
Join a select group of brand and agency leaders, and dive
deep into an experience of consumer culture that will inform, inspire and
energize you.  We take you into the vibrant streets of New York City
to explore current marketplace trends, discover buzzworthy brand
spaces, interact with insightful experts, participate in unexpected
experiences and uncover valuable insights that will dramatically benefit your
OmniShopper
Insight &
Activation Strategies that Define the Future of Retail
July 10-13, 2016
Radisson Blu, Chicago, IL
OmniShopper 2016 is a world-class experience focused on
how to translate shopper insights into dramatic growth opportunities for your
business – anticipate and predict the future, generate fresh insights, create
seamless and connected brand experiences along the complex shopper journey and
increase basket growth at every opportunity – in-store, mobile and online.
Use code OMNI16BL for $100 off the current rate.

Foresight & Trends
Save the Date: September 27-19, 2016
Foresight and Trends is for those within innovation, strategic
planning and insight that are charged with setting the vision for their
department and the overall business. FT explores macro trends that are/will
impact all industries and reveals how companies are converting these trends and
global shifts into something ACTIONABLE.
TMRE: The
Marketing Research Event
Connecting You to the Best in Insights from Around the
World
October 17-20, 2016
Boca Raton Resort & Club, Boca Raton, FL
Translating insights into bottom line impact and
demonstrating the NEW business value of research is the holy grail. Level up
your skillset and ensure insights remain indispensable to your business.
Seismic shifts are banging at your door. Drive your future and shape the
industry’s future at TMRE: The Market Research Event.
Use code TMRE16BL for $100 off the current rate.
We hope to see you at one of our conferences in 2016!
Cheers,

The IIR Insights, Marketing & Innovation Team

Customer Experience Conversations: Barry Collin

Today, the customer experience (CX) landscape is drastically
changing with the explosion of new and emerging technologies affecting the
customer journey. With all of this change, it is now more important than ever
to understand what it takes to create a strategic customer experience program.

That’s why we recently sat down with Barry C. Collin, CEO of
Collin Group, Inc., to discuss the state of CX today and what’s in store for
the future. Barry is speaking at the upcoming Total CX Leaders Conference 2015 this week
in Miami.
Here’s what Collin
had to say:

IIR: What is the
best customer experience you’ve had?
Collin: What
impresses me are outstanding customer service experiences from industries sometimes
cited for not being sufficiently customer-centric.
In a recent personal example, rarely do non-luxury car
dealers blow people’s minds with stellar CX. But the dealer I purchased my most
recent car did: they went so above and beyond in addressing my every concern,
need and want that I purchased two cars that day — one for me, one for my
wife. Since then, that dealer re-earns
that commitment from me with every predictive, polished and authentic omnichannel
interaction.
Some key takeaways include:
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Stellar Omnichannel CX pays. Exceeding my
expectations by such a great degree more than doubled the dealer’s revenue made
on my transaction. Not just in initial sale, but in ongoing services as well.
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If your industry sets the bar for CX, consider
it your baseline, not your target.
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Superior customer-focused, integrated omnichannel
experiences aren’t limited to premium brands. Training, attitude, the right
processes and technology can make any company achieve far beyond their
competition.
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CX breeds customer loyalty. That dealer knows
they have me for life…Or at least as long as they maintain their amazing CX.
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Bottom line: Show customers the love, and they’ll
show you the money.
IIR: What is top
of mind for you regarding customer experience in 2015?
Collin: 2015′s
major project for me is integrating today’s new omnichannel tech tools and
processes into organizational culture.  From
backend software of every type to in-store beacons, kiosks and screens, there
are an endless variety of options. Organizations are focusing on technical and
physical implementation. But often those tools upend organizational culture. And
culture eats tech for lunch.
A tech-enabled omnichannel approach is a sea change for
every company that was founded since, about an hour ago. It usually requires remodeling
the way everything is done and approached.
Resistance to change causes the majority of under-delivered
results, cost-overruns, and implementation failures today. That harms both
system providers and the companies who need to use their tools. It’s costing
everyone time, money, and lost opportunity.
So top of mind is what I call creating ‘Cultural Middleware”:
techniques and approaches you wrap around implementation to effectively
facilitate migration to tech-facilitated omnichannel. Creating appropriate
Cultural Middleware is not trivial. You must address as many potential points
of resistance as possible, and key to a specific company and its organizational
culture. One size doesn’t fit all.
For my work, I leverage the techniques I developed for
NASA’s scientists and engineers. Fortunately no one needs to be a rocket
scientist to make them work for their teams! It’s about bridging technology,
people and processes ‘ and sometimes, a whole new way of thinking. To avoid the
perils of change and complexity, those bridges are required. But the ROI is
unbeatable.
Some thoughts to keep in mind as you migrate to omnichannel
include:
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Most people don’t like hitting reset on the way
they do their jobs. Change is not only hard, it can feel truly threatening.
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You can’t address push-back to process and
mindset change through executive mandate
??        The need for Cultural Middleware is now a
reality and should be part of every smart partnership between solution
providers and companies seeking to become omnichannel. It ensures success for
everyone, including company teams, employees and ultimately their end customers.
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Exclusively for the Total CX Leaders Conference attendees,
I’m looking forward to presenting a keynote on my research and approach for Cultural
Middleware.  Attendees will leave the
session with new understanding and realistic action items. Together we can all
move omnichannel forward.
IIR: What is your
prediction for where customer experience is going this year and beyond?
Collin: This year
we’ll see real movement in omnichannel CX becoming a core component of products.
The customer will see less discrete marketing, sales or customer service. CX is
a whole-company integrated offering, laser-focused on the customer.
And success will all come down to who executes that integrated
offering best in their space. It’s exciting times for those who will seize the
opportunity and do it right.
Want to hear more
from Barry? Don’t miss his keynote session, ‘Transitioning to an OmniChannel
Culture by Creating Cultural Middleware’ at Total CX Leaders Conference 2015 this
week in Miami. For more information about the event or to register, click here:  http://bit.ly/1dGUoGj

How to Change Culture through Experience Design

Photo: Jack in the Box on the South Zapata Highway in Laredo, Texas, by Billy Hathorn. This file is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported license.

“The goal as a company is to have customer service that is not just the best but legendary.” – Sam Walton, American businessman and entrepreneur

In “It’s Time to Rethink the ‘Employee Engagement’ Issue,” Josh Bersin states that “If your people love their work and the environment you have created, they will treat customers better, innovate, and continuously improve your business.”

Want to learn how to create a sustainable culture of learning and innovation? Join Andrew Walpole, Manager of Experience Design, Jack in the Box, Inc. and Megan McGuinness, Director of Jack’s University, Jack in the Box, Inc. as they present “Your Most Important Customer is Your Employee: How to Change Culture through Experience Design” during the Total CX Leaders Conference June 3-4 in Miami, Fla.

In this session, you’ll experience a compelling and inspirational case study of Jack’s University’s transformation from a simple internal training function to a thought-leader empowered to change the company culture.

Total CX Leaders Conference will help you “learn how to listen to your customers, understand their differences and set the foundation to build a road map to create a seamless experience for modern customers.”

Join Andrew and Megan at Total CX Leaders Conference (TCXL) 2015 in Miami. Register today!

Stay connected with TCXL15:
- twitter.com/#TCXL15
- linkedin.com/Total Customer Experience Leaders
- facebook.com/Total Customer Experience Leaders

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Customer Privacy in the World of Big Data

Photo: L’int??rieur des Galeries Lafayette (Berlin) by dalbera from Paris, France. This file is licensed under the Creative Commons Attribution 2.0 Generic license.

“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” – Donald Porter

In “7 Myths About Big Data Dispelled,” David Zaleski says “it’s time to dispel some glaring misconceptions about this form of measurement.”

Are you ready to learn about what big data really is and how to protect your customers’ personal data? Join us for “Customer Privacy in the World of Big Data” during the Total CX Leaders Conference June 3-4 in Miami, Fla.

In this session, you’ll learn how to:
- Clarify consumer concerns and expectations
- Develop and provide transparent data privacy policies
- Build trust and brand loyalty across all customer segments

Total CX Leaders Conference will help you “learn how to listen to your customers, understand their differences and set the foundation to build a road map to create a seamless experience for modern customers.”

Join us at Total CX Leaders Conference (TCXL) 2015 in Miami. Register today!

Stay connected with TCXL15:
- twitter.com/#TCXL15
- linkedin.com/Total Customer Experience Leaders
- facebook.com/Total Customer Experience Leaders

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

How to Use a Data Driven Approach to Managing Consumer Experience

Photo by Wil Leeuwis. Sol Lumen is the name of the laser artwork linking De Uithof with the city centre as part of Utrecht University’s 375th anniversary celebrations. This file is made available under the Creative Commons CC0 1.0 Universal Public Domain Dedication.

“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” – John Russell

In “Media Agencies are Evolving from Being Media Facing to Customer Facing,” Avi Dan states, “Importantly, media agencies are becoming storytellers, with the ability to create compelling content across all screens and devices.”

Are you ready to take a new approach to managing the customer experience? Join Arun Kumar, Group Director, Data Science, Razorfish, as he presents “A Data Driven Approach to Managing Consumer Experience” during the Total CX Leaders Conference June 3-4 in Miami, Fla.

In this session, you’ll hear how Razorfish used data to uncover customer experience challenges on the display media side for their travel clients. You’ll also learn how they developed a data driven approach to create best practices.

Total CX Leaders Conference will help you “learn how to listen to your customers, understand their differences and set the foundation to build a road map to create a seamless experience for modern customers.”

Join Arun at Total CX Leaders Conference (TCXL) 2015 in Miami. Register today!

Stay connected with TCXL15:
- twitter.com/#TCXL15
- linkedin.com/Total Customer Experience Leaders
- facebook.com/Total Customer Experience Leaders

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Earn a FREE Pass to Total CX Leaders in Miami – Become a Guest Blogger

Earn a complimentary all-access pass to Total CX
Leaders 2015 by serving as a Guest Blogger at the event. As a Guest
Blogger, you’ll have access to the event’s comprehensive agenda attracting the
best in insights from around the world, right in Miami, Florida in June. You’ll
get a free pass to the event plus exclusive access to a networking
community and on-demand webinars, to help you grow and learn throughout the
year.
The Total CX Leaders Conference is the annual event for
customer experience thought-leaders to share best practices and overcome
challenges around the strategic alignment of customer centricity, innovation,
data, culture and more.
Guest Blogger responsibilities will include submitting one
post per week to The
Market Research Blog
 between now and the conference and attending
specifically assigned sessions at the event and blogging live or same day.
By participating as a Guest Blogger leading up to and at the
event, you’ll receive an all-access pass for the entire event, taking place June
3-4, 2-15 at the Trump National Doral in Miami, FL. In addition, Guest Bloggers
are responsible for their own travel and lodging. Learn more about the
event by visiting our website:  http://bit.ly/1GHBTO1
Apply today by sending your name, title, company, short
biography and links to your blog or writing samples, along with a few sentences
about why we should choose you to be our 2015 Guest Blogger to Amanda
Ciccatelli at aciccatelli@iirusa.com. We will review your submission and
contact the chosen Guest Bloggers directly with more details.
We hope to have you join us in Miami!
All readers of our blog receive an exclusive $100 off the
current registration rate with code TECH15BL. Register here: http://bit.ly/1GHBTO1
Cheers,
The Total CX Leaders Team
@Total Customer
#TCXL15
Themarketresearcheventblog.iirusa.com

How to Create Game-Changing Market Differentiation

Photo: USS Enterprise, Rob Young from United Kingdom. This file is licensed under the Creative Commons Attribution 2.0 Generic license.’

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs, American entrepreneur

In “Across The Board, CMOs Struggling To Deliver An Integrated Customer Experience,”  Daniel Newman states that “only 13% of the 110 CMOs surveyed said they are able to truly deliver a personalized and engaging customer experience across channels.”

Are you facing the same challenge? Join Darryl Speach, Chief Customer Officer, Greystone & Co, Inc., as he presents “Designing a Customer Centric Culture: The Final Frontier for Game-Changing Market Differentiation” during the Total CX Leaders Conference June 3-4 in Miami, Fla.

During this session, you’ll learn valuable insights and the steps required to instill and sustain a successful customer-centric culture.

Prior to joining Greystone, Darryl was Disney’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience transformations.

Total CX Leaders Conference will help you “learn how to listen to your customers, understand their differences and set the foundation to build a road map to create a seamless experience for modern customers.”

Join Darryl at Total CX Leaders Conference (TCXL) 2015 in Miami. Register today!

Stay connected with TCXL15:
- twitter.com/#TCXL15
- linkedin.com/Total Customer Experience Leaders
- facebook.com/Total Customer Experience Leaders

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

How to Transition to an Omni-Channel Culture

Photo: The view of Kii Channel in Japan, from Landsat, generated on NASA World Wind, Wikimedia Commons

“Know what your customers want most and what your company does best. Focus on where those two meet.” – Kevin Stirtz, Digital Marketing Expert

In “A Definitive Definition of Omni-Channel, Finally,” Jeff Nicholson says that “Omni-channel has become one of the most overused, yet misunderstood words in recent years. Omni-channel = seamless, synchronous and symbiotic.”

Want to learn how to provide a seamless customer experience across your company’s digital and physical touch points? Join Barry C. Collin, CEO, Collin Group Inc., as he presents “Transitioning to an OmniChannel Culture by Creating Cultural Middleware” during the Total CX Leaders Conference June 3-4 in Miami, Fla.
Whether you’re responsible for implementation at your company or selling OmniChannel experience solutions, Barry will show you how to ensure your project’s success by establishing “cultural middleware” to transition to an OmniChannel culture.

Total CX Leaders Conference will help you “learn how to listen to your customers, understand their differences and set the foundation to build a road map to create a seamless experience for modern customers.”

Join Barry at Total CX Leaders Conference (TCXL) 2015 in Miami. Register today!

Stay connected with TCXL15:

- twitter.com/#TCXL15
- linkedin.com/Total Customer Experience Leaders
- facebook.com/Total Customer Experience Leaders

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Creating a Millennial-Friendly Customer Experience

Retailers today are striving to make sure that their companies provide a millennial-friendly customer experience. As a millennial myself, I have been fortunate enough to have grown up in a more advanced technological world where I, like many others in a similar age bracket, will have been more tech savvy than their parents by their early teens. Customer experience for millennials has been molded by the increasing number of platforms available for retail and this creates opportunities and challenges for retailers.
Monitoring online social experiences are seen as a must for retail companies; consumers are often flocking to the web to look for answers to issues as well as contacting a call center or an online chat for information. The web has a huge number of forums and communities where consumers go to discuss products and are in my eyes a great resource for gaining first hand insights into exactly what customers want or think about products. Often, companies only monitor comments from customers on their own sites and may miss people’s comments from sites such as TripAdvisor or other discussion rooms.
Social media sites such as twitter are now becoming a popular resource for companies to talk to customers. According to Forbes, millennials take up 29 percent of the twitter-sphere and use the platform for commenting on purchases; leveraging the resource to monitor posts and often responding via twitter can give the customer a sense of being personally looked after rather than having to wait on hold whilst a customer representative at a call center keeps you on hold for three hours.
Giving the customer a more personalized feel is deemed another priority in giving a better customer experience. Repeating personal information that could have been retained by companies I find very irritating. Fundamental information such as contact information and home addresses I expect to be able to be seen across different platforms and having to re-input information could put customers off returning. Being able to access personal information and interests is key to giving a customer a comfortable and easy experience. Online retailers such as Amazon and ASOS retain previous purchase information or what has been searched for in order to give suggestions. I believe the next step would be to take that technique in store.
The world is becoming far more interconnected; so I believe creating systems that register a smartphone when a person has entered a store can bring up information of again past purchases so that a shop assistant would be able to give the customer a more personal experience.
Catering to the desires of the millennial generation could be a great opportunity to boost customer satisfaction. Other strategies could be being more engaged in price comparison or giving more of a story behind a product rather than just it being made for profit. TOMS shoes is a prime example, it helps the consumer appreciate the company for doing something to help rather than just making money. Millennials have grown up in a world where global issues such as poverty and climate change are often at the forefront of discussions; so creating a retail platform that goes beyond wanting to make an easy buck, for me and I’m sure many others, would be the difference in choosing between two retailers.
About the Author: Harry Kempe, a marketing intern at IIR USA, who works on various aspects of the industry including social media, marketing analysis and media. He is a recent graduate of Newcastle University who previously worked for EMAP Ltd. and WGSN as a marketing assistant on events such as the World Architecture Festival, World Retail Congress and Global Fashion Awards. He can be reached at hkempe@IIRUSA.com.