Tag Archives: Retail and Wholesalers

Top 5 Reasons Why OmniShopper is Your Key to Retail Success

With the summer holidays now behind us, are you ready to
book your OmniShopper International ticket?
If you haven’t really thought about it yet, that’s ok.
There’s still time for you commit for 2016. In fact, we’ve come up with a short
list of why OmniShopper is YOUR can’t miss destination for retail success:
1.       Uncover
the Latest Shopper Research Methodologies

Emmanuel Malard, Consumer & Market Insight Manager, Samsung Electronics
details how Samsung validated the use of 360?? virtual reality immersion became
part of the research toolkit for their insights team, and what’s coming on the
horizon.
2.       Integrate
Omnichannel Retail Strategies to Connect

Kantar Retail’s Owen McCabe will provide you with an overview of the
omnichannel ecosystem, and how smart brand owners are effectively connecting
with their consumers by leveraging omnichannel for competitive advantage.
3.       Become
a Great Marketing Leader

With the guidance of Patrick Barwise, Emeritus Professor of Management &
Marketing, London Business School, you’ll learn how to maximize your business
impact and long-term career success by complementing your technical marketing
skills with a range of leadership skills. Plus, get an inside look at the soon
to be released book, The 12 Powers of a Marketing Leader.
4.       Prepare
Your Organization for the Next Data Revolution

Big Data will soon be a thing of the past, at least according to Martin
Lindstrom. What’s next, the seemingly insignificant consumer observations that
will completely transform the way businesses are built and run, soon to be
known as SMALL DATA.
5.       Embrace
Disruptive Trends & Innovations

Henry Mason will show you can get ahead of your customers’ rapidly accelerating
expectations by generating actionable foresight, and relying on the latest
trends and innovations across the retail and media landscapes.
Download the brochure for the full programme: http://bit.ly/2csCgQH
Book your ticket by
Friday, 23 of September and save ??200. Plus, Use code OMNIINTL16BL for ??100 off
the current rate ‘ Secure your spot today! Buy tickets:
http://bit.ly/2csCgQH
We hope to see you in London!

Cheers,
The OmniShopper Team

@OmniShopper

#OmniShopperEvent

Top 10 Reasons to Attend OmniShopper 2016

This summer hundreds of research & insights
professionals in the retail industry will
join together in Chicago to shape the future…
Will you be a part of it?
Take a look at just a few of the reasons why OmniShopper 2016 is a can’t miss for you and
your team:
??        
Industry legend Daniel Kahneman, Nobel Prize
in Economic Sciences & Best-Selling Author, Thinking, Fast and Slow leads
a conversation with you to better understand what shapes our choices,
judgements and decisions
??        
Transform your category by using virtual
reality – Riddhish Kankariya, VP of Strategy & Insight, Happy Family
Brands will share how they used a virtual store to optimize the brand’s
products on shelf, and how you can take existing concepts and update them to
resonate with the shoppers’ changing needs
??        
Examine multiple methodologies used to
generate shopper and consumer insights – from qualitative to quantitative -
and when and how to apply them with best practices from SmartRevenue, The
Hershey Company, Capre Group and Wrigley
??        
Get behind the science of presentation
excellence as William Greenwald, Founder & Chief Neuroleaderologist,
Windsor Leadership Group, Author, Be A Mindsetter leads a workshop on The Art
of Storytelling 
??        
Explore how gut vs. data will lead to
renaissance in marketing as we connect back to the fundamentals and emotional
engagement through human truths with Jessica Hendrix, President & CEO,
Saatchi & Saatchi X 
??        
Uncover how you can leverage shopper insights
to drive effective path-2-purchase executions to drive category growth like
Heineken USA with Haley Rubin, Digital Shopper Media and Shawn Fitzgerald,
Director, Shopper Intelligence  
??        
Dan Seymour, Director, Shopper Marketing Dell,
reveals how to convert a confused and uncertain shopper to a purchaser and
build loyalty with a more satisfying learning and shopping experience 
??        
Drive faster and more impactful insights with
online insights communities with best practices from Red Bull North America,
who was able to build dynamic and ongoing relationships with their
consumers 
Bayer Consumer Care, The Hershey Company and Campbell’s
soup come together to share how you can reach your shoppers where they plan,
shop and share, taking a closer look at the impact of technology, digital and
eCommerce
Collaborate with retailer and manufacturer leaders – check
out who’s already signed up to attend:
Ace Hardware
Alcon
ALCS
Alter Agenda
Amax Inc
American Greetings
Arc/Leo Burnett
Asics America
AugustineIdeas
Bayer Animal Health
Bayer Consumer Care
Bellomy Research
Brandtrust
Burke
C+R Research
Campbell Soup Company
ChaseDesign
Clorox
ConAgra Foods
Conair
Design Phase
Directions Research
Energizer Personal Care
Estee Lauder Companies
Excel Displays & Packaging
Explorer Research
FCB
Foresight ROI
Georgia Pacific
GfK
Google
GutCheck
Happy Family Brands
Hallmark
Hanesbrands
Harbor Industries
Heineken USA
Horizon Media
InfoScout
Indiana University
Kelley School of Business
Jarden
Jet.com
Kellogg Company
Kimberly Clark
LEGO
Litehouse
Logitech
Lowe’s Home Improvement
Mall of America
Maple Leaf Foods
Mars Inc.
MetrixLab
Mission Foods
Moet Hennessy
Murphy Research
Nestle Purina Petcare
ORC International
OtterBox
P&G
PepsiCo
Philips Design
Publix Super Markets
Red Bull
REMWorks Sleep Store
Sargento Foods
Seismic Group
SmartRevenue
Smucker Foods of Canada
Smurfit Kappa The Americas
Southern Arkansas University
The Hershey Company
The Integer Group
The Marketing Arm
The Mars Agency
True Value Company
Tyson Foods
Univ. of Arkansas Little Rock
US Cellular
USC School of Cinematic Arts
Vista Outdoor
Walmart
W5
Welch’s
WPP
Wrigley
Yanhaas

And more!
Use code OMNI16BL for
$100 off. Don’t miss out: http://bit.ly/1TWyTEH
We hope to see you in Chicago this summer!
Cheers,
The OmniShopper Team
@OmniShopper
#OmniShopperEvent

The OmniChannel Movement Forces Retailers to Move Faster to Keep Up with Shoppers

The dramatic changes in shopping behaviors influenced by
digital will continue to influence the future of retail.
To hear what big changes we can expect, and how to react to
them, we sat down with Alana Joy Feldman, Digital
Shopper Marketing &
E-commerce Specialist, Consumer Health Division at Bayer
HealthCare LLC.
Here’s what Alana had to say:
How has omnichannel
impacted retail positively?
Feldman: The ‘omnichannel movement’ has forced retailers
& manufactures to move faster, in order to accommodate shopper’s needs. A
true, successful omnichannel experience allows shopping to feel personalized,
as it offers each shopper an enjoyable and consistent experience, regardless of
channel or device. Entering more of these channels increases a retailer’s
reach, allowing them to touch and convert more people.
Another positive impact that stems from omnichannel retail
is the increased amount of data it provides. Although many are still trying to
understand how to harness and wield this data effectively, it will ultimately
fuel better shopper marketing and overall shopping experiences.
How are shoppers
shaping the future of retail?
Feldman: Shoppers
are shaping the future of retail by being more informed and more demanding than
ever. Access to information via technology is now the norm, which has created
an omniscient shopper who has taken control of the retail experience. Retailers
should constantly be monitoring current shopping behaviors and changing
consumer preferences as these will continue to influence the future of retail.
Why is it important
to link digital and physical shopper marketing?
Feldman: Linking
digital and physical shopper marketing is important because in the eyes of the
shopper, there is no difference. The less integrated a shopper marketing
program is, the more clunky and unnatural the experience. With technology
permeating every aspect of our lives, there is no longer much separation
between our physical and digital worlds ‘why should this be any different when
we shop?
Where do you see
retail moving in the next 5 years?
Feldman: I see
shopping automation as the ‘next big thing’ in retail. We’ve started to see this
with the adoption of auto-replenishment programs (Subscribe & Save, etc.),
as well as the development of new technologies such as Amazon’s Dash
Replenishment Service; which enables connected devices to automatically order
physical goods from Amazon when supplies are running low. Convenience,
especially in our product category (OTC medication), is a major factor driving
this behavior. As shoppers’ lives get busier and more complicated, there will
be an increasing need for their daily regimens to be automated.
Don’t miss Alana’s panel presentation ‘Reaching Shoppers
Where They Plan, Shop and Share’ at the upcoming OmniShopper conference July
10-13 in Chicago, IL.
OmniShopper, formerly the Shopper Insights in Action
Conference, 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, online and in-home.
Check out the full
agenda: http://bit.ly/25BgVNA

Use exclusive LinkedIn discount code OMNI16BL $100 off the
current rate. Buy your tickets here:  http://bit.ly/25BgVNA

This Week In Market Research: 3/16/15 – 3/20/15

Making The Most Of Your Data:  How digital advertisers can get out more than they put in

How To Have Effective Brand Management in a Socially-Connected World

Good User Experience is The Most Overlooked SEO Strategy 

Where Big Data Projects Fail: How failure can happen and how to prevent it

Emailing With The Customer In Mind: Leveraging data and email in order to address customer needs

Reasons Your eCommerce Needs Mobile App Smarts: Mobile visits account for one-third of the traffic on top eCommerce sites

Does Anyone Have Customer Experience Figured Out? 5 takeaways from SXSW

Why Data Scientists and Marketing Technologists Are The Hottest Jobs: Analyzing data is the future

Big Data or Fast Data? Which Do We need More

The Big Data Supply Chain is Hungry: Driving insights to feed the beast

About the Author:
Ryan Polachi is a contributing
writer concentrating his focus on Marketing, Finance and Innovation. He can be
reached at rpolachi@IIRUSA.com.

Key Consumer Trends That Are Changing the CX Landscape

Today’s consumers are increasingly empowered in the brand-customer relationship with high expectations. Trends such as peer armies, honest flexibility, personalization, customized experiences, dynamic pricing, and transparency are changing the CX landscape. 

What do these trends mean for you and your customer experience program? Is your CX Strategy able to accommodate this shift? Join Keynote Maxwell Luthy, Director of Trends & Insights, trendwatching.com as he showcases cutting edge customer experiences at the Total CX Leaders Conference. Check out our interview with Maxwell on our blog: http://bit.ly/1NB8A0T

Total CX Leaders Conference
June 3-4, 2015
Trump National Doral
Miami, Florida
Key Consumer Trends to Kick Ass With… Now!
This session will be packed with examples of cutting edge customer experiences from leading brands (and innovative startups) from Boston to Beijing. Attendees will get all the inspiration and insights needed to tap into – and profit from – the hottest consumer trends, today. Your takeaways:
??         A fast, exciting download of key current consumer trends
Inspirational examples of businesses and brands already applying those trends to enhance the customer experience
??         A conceptual framework that can turn any business professional into not only a trendwatcher, but an instigator of winning new business innovations, too!
2015 Speakers Joining Maxwell on stage, include:
??         Darryl Speach, Chief Customer Officer, Greystone & Co, Inc.
??         Michael Lenz, Global Director of Brand Experience, Cisco
??         Diane Magers, Office of the Customer Mobility and Business Solutions, AT&T
??         And, many more!
Download brochure for full conference details: http://bit.ly/1C25lLj
To establish a compelling customer experience practice brands must ensure their 2015 customer experience is personal, effortless and contextualized across all channels. Join your peers this June in Miami, as we explore the trends, techniques, and tools to implement a successful CX Strategy.
Use code TCXL15BL for $100 off the current rate. Register today: http://bit.ly/1C25lLj

Best,
The Total CX Leaders Team
@TotalCustomer
#TCXL15
Customers1stblog.iirusa.com

The Market Research Event 2015: the event FOR you, created BY you

TMRE needs YOUR help!

This is your opportunity to help shape the 2015 program for the best MR/Insights event out there!

Below is a form that allows The Market Research Event community to provide their input on key challenges they’d like to see addressed on the program. Your commentary and insights will be used to create the final program.

Let’s build something amazing, together.

 
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 Share the form: http://goo.gl/forms/s6OSY6K0Mb

Top Customer Experience Blog Posts of 2014

We’ve published a lot of interesting, innovative, and inspiring blog posts about customer experience this year, so we wanted to take a moment to look back on the most popular posts of 2014. Here are the topics our readers enjoyed the most this year:
Marketers Adapt to Digital Customer Trends for Holiday Shopping Season: Over the last few years, technology has truly revolutionized retail – Black Friday and the holiday season exemplify that change better than any other time of year. Now, marketers must reassess their strategies as consumers spend increasing amounts online ahead of the shopping weekend in order to capture the online shopping trend. As of late, Black Friday and Cyber Monday  have experienced a change in spending patterns, with the Adobe Digital Index predicting that $2.6bn ‘ an increase of 15 percent ‘ will be spent on Cyber Monday alone, with Black Friday growth up by 28 percent to $2.48bn. The holiday season in the U.S. will aim to break online records for e-commerce spend at $72.41bn, a growth of 16.6 percent in the last year, according to eMarketer. To read the full post, click here.
The Customer Experience: A Journey Best Understood in Reverse?: Even after decades of study, the ‘Customer Experience’ remains a top focus for large and small companies alike. Work from McKinsey about the consumer decision journey (references below) is just one of many recent examples. Millions of dollars and labor hours, and prodigious efforts, are spent on the subject. From time to time, clients ask’usually around the annual budget-setting cycle”What should our priorities be in evaluating customers’ experiences?  What’s the first, most important thing we need to understand’? To read the full post, click here.
Using Consumer Insights to Make Smarter Business Decisions: We sat down with Kelly Harper, Director of Customer Experience Learning at BMO INSTITUTE FOR LEARNING, to discuss how the power of consumer insights help to make smarter decisions in business. Harper goes into how important customer experience is when it comes using customer insights to make the best business decisions possible. You need to think about what type of experiences your organization is giving your customers.  Your consumer insights allows you to understand what is broken in your current experience you are delivering and what is really important to the customer ‘ what are those elements that you have to get right each and every single day. Consumer insights will help you identify and keep track of what is most important to the customer.  To read the full post, click here.
Why Your Brand Needs Social Customer Service: These days, customers aren’t calling your 800 number. Instead, they are getting on Facebook and complaining about you or sending a Tweet about your lousy service. Social customer service is a very different ball game with unique practices, plans and a different timeline. You’d better be listening for online complaints and be ready to respond in real-time or face potentially negative profits. Social customer service emerged because organic online conversations require an immediate response. When a customer complains about you on Facebook or Twitter, you’d better be listening and respond within a short window or poor attitudes about your brand escalate. Social customer service connects your customers with people, both inside and outside of your organization, and with the information they need to solve problems and make better decisions. Not to mention, your customers expect it. To read the full post, click here.
Creating a Positive Customer Experience: When it comes to obtaining and retaining customers, remembering what you learned in kindergarten really isn’t enough anymore. Now, it hinges on the effective use of social media and other Internet-based resources, according to a new study from Consero Group.  Chief Customer Experience Officers will continue to need a variety of new tools and processes to manage the smart consumer effectively and retain customers in a competitive marketplace. More companies recognize the importance of positive customer experience to overall success. But even though budgets and staff sizes are increasing in many firms, many CX executives still lack sufficient resources to run their departments well. To read the full post, click here.
The Power of Personality at Work: We caught up with John Mayer, renowned Professor of Psychology, the University of New Hampshire and Author of Personal Intelligence. We express our personalities in almost everything that we do ‘ in both our personal and professional lives. So, every single day we exhibit some patterns of behavior that are consistent and sometimes respond to particular context. According to Mayer, personal intelligence is the intelligence we use to understand these personalities ‘ whether they in other people or in ourselves. Virtually any organization today is made up of people, so you can think of the organization as an organizational chart, including Presidents, CEOs, managers, etc.  ‘Personal intelligence deals with information at a different level than that,’ explained Mayer. ‘Instead, on top of that organizational chart are real people.’ To read the full post, click here.
Customer Experience Conversations: Crystal Collier: we sat down with Crystal Collier, CEO of CX Act, formerly TARP Worldwide. CX Act has pioneered the science of quantifying, managing and optimizing the customer experience and has remained a leader in the CX market since 1971. Today, through its innovative research, technology and customer interaction programs, it continues to set the standard to improve clients’ customer service performance, customer value and “The Profit of Interaction.’ According to Collier, without considering empathy’from the C-suite to the frontline employee’delivering a superior CX is nearly impossible. Customers are driven largely by emotions, and their behaviors result from feelings. To read the full post, click here.
Customer Experience Innovation: Treat Your Customers Like People: We caught up with Len Ferman, managing director of Ferman Innovation, and former Senior Vice President of Innovation and Ideation at Bank of America. Today, corporate leaders often lose sight of customer needs in the constant quest toward next quarter’s earnings. But, what is positive for stock prices tends to conflict with long term customer satisfaction and shareholder value. You simply can’t understand the customer experience if don’t empathize with your customers, Ferman told me. ‘You have to be able to see them face-to-face and listen to them talk about their pain points and challenges,’ he said. To read the full post, click here
Customer Experience Conversations: Nestor Portillo: Nestor Portillo, Director, Social Communities and Customer Experience at Microsoft shared his best customer experience, the importance of empathy, and how social media has affected customer experience today. According to Portillo, customer experience is a combination of emotions, memories, expectations, needs fulfillment, timing and effort. All of these are important add-ons to your product or service. So, in order to deliver a great customer experience, it needs to have a high degree of empathy and emotion because the interaction goes beyond product functionality or a feature explanation. To read the full post, click here.
Customer Experience Conversations: Janet LeBlanc:  Janet LeBlanc, President of Janet LeBlanc + Associates Inc. LeBlanc discussed how empathy and emotion has a critical impact on customer experience today. According to LeBlanc, the best customer experiences are those that elicit the strong positive feelings and emotions that strengthening the relationship and loyalty a customer has with a company. Statements such as: ‘I felt like she understood what I wanted or they treated me with respect’ are the best examples of a great customer experience. To read the full post, click here.

About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1stDigital Impact, STEAM Accelerator and ProjectWorld and World Congress for Business Analysts, and a regular contributor to Front End of Innovation and The Market Research Event,. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc.