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10 Inspiring SlideShare Presentations For Your Customer Experience

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In the last few years, SlideShare has become the perfect place if you are a digital leader looking for inspiration. A true business platform, with over 70 million unique visitors. No wonder that it is today one of the top 100 most-visited websites in the world.

It surely is the world’s largest community for professional content, even though sometimes the amount of information can be daunting. We have done the dirty work for you, tracking down 10 of the most inspiring SlideShare presentations that could help you improve customer experience.

As of now, SlideShare counts on 18 million pieces of unique content. It is widely considered an easy way for brands and individuals to share their expertise with large audiences across social platforms, building a distinctive identity in an easy-to-consume format.

If you have a story packed with compelling visuals, 'SlideShares' make the perfect content dissemination tool. Thus, you must consider this site a major cornerstone for your content marketing strategy.

Even if you are just searching for a good read about customer experience, there are plenty of presentations you can take as a guide, to learn how to engage and monetize your digital customers, and eventually retain their eternal loyalty.

Customer experience management mirrors the complexity of the digital customer journey of the mobile era. From social media to mobile marketing, from Big Data to customer retention, there are many aspects you have to take into account before implementing your business strategy.

Here is our selection of must-read for all marketers and entrepreneurs out there.

"How Google Works" by Eric Schmidt
Though it may seem strange, in the era of global connectivity too many companies still don’t know how exactly Google works. This presentation by Eric Schmidt, executive chairman at Google, show how critical is to understand search engines, even more now that customers have gone mobile, and brands have to face the consequences of the Mobilegeddon.
 
 

 
“Customer Retention: Why Your Dog Would Make More Money Than You” by Chris Hexton
Great business ideas might come from unexpected places. Chris Hexton knows it well and delivers one of the most interesting presentations with this excursus on customer retention. We know that loyalty is cheaper than acquisition but harder to get. How can you improve to conquer your customers’ heart? Just learn from the loyalty your dog shows to you.
 
 

 
"2016 Internet Trends Report" by Mary Meeker
When it comes to understanding where technology is headed to and how you can use it to improve your customer experience, nothing beats the yearly release of the Internet Trends Report. Mobile technology has disrupted business, changing the way we live, we search product information and make purchases. If you still have to adapt your strategy, this presentation will make you - finally - change your mind.
 
"Digital Darwinism and the Dawn of Generation C" by Brian Solis
Brian Solis is a well-known marketing guru whose work focuses on the digital disruption and the future of business. With this presentation, he explains how to develop an evolutionary approach to marketing. A change in your mindset is the only way to build an extraordinary digital customer experience, and engage with the new generation of customers, empowered and always connected. 
 

"Why Content Marketing Fails" by Rand Fishkin
If you want to create a profitable connection with digital customers, you must start from your storytelling. The importance of an innovative (and omni-channel) content marketing strategy is highlighted in this SlideShare presentation by Rand Fishkin, self-proclaimed 'wizard of Moz'. Because sometimes what you need to learn is what NOT to do, and how to recover from your errors.
 
 
"Digital Strategy 101" by Bud Caddell
What makes a great digital strategy? This question is the tipping point for the presentation created by Bud Caddell, renowned consultant and marketing blogger. Almost 100-slides long and packed with lots of useful insights, Digital Strategy 101 may help you find your answers to critical questions: What is a digital strategy? What core concepts should you know? What are the real-life business effects of a great strategy?
 
 

"Social Media Secrets" by Guy Kawasaki
In the last decade, Facebook, Twitter and all social networks have become so important to build (or fix) customer experience that digital marketing is not even conceivable without them. Whether you use social media marketing to showcase your products, to engage with customers or to serve them better, there are secrets you need to know. You will find them in the SlideShare presentation by Guy Kawasaki, a collection of tips and tricks to rock your social strategy.
 
 
"The History of SEO" by Hubspot
SEO is dead, long live SEO: with the introduction of the new mobile-friendly algorithm, Google has brought to attention the importance of search engine optimization. The spread of the smartphone and the emergence of mobile searches present marketers with a considerable challenge: How to build an optimized identity across all digital properties to increase sales? This presentation is great to understand what SEO meant at the beginning, and what it means in the mobile era.
 

"Digital, Social and Mobile" by We Are Social
Yes, this presentation by We Are Social dates back to 2015, but it is so humongous that it is worth reading even in 2016. This SlideShare covers all things digital, a comprehensive picture that contains global snapshots, regional overviews, and in-depth profiles of 30 of the world's largest economies. Whether you are looking for invaluable statistics or just trying to undestand how to connect with customers abroad, you will find the answer in this report.
 

"20 Inspirational Customer Experience Quotes" by Neosperience
Let us to close with a little self-reference. Where can you start to improve customer experience and foster engagement? Learning from those that have already taken the decisive step into the Age of the Customer. Here is our selection of 20 inspirational customer experience quotes, to “get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves."
 


If you need more food for thought, you can also download The Mobile Engagement Playbook, a collection of relevant insights that'll help you to overcome the challenges of the digital transformation and grow your business exponentially.
Get The Mobile Engagement Playbook
 
 
Topics: Digital Customer Experience Social Networking Facebook Branding Content Marketing Mobile

Engage Millennial Customers Using Mobile & Social Media

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Millennial customers defy any categorization by definition. They have some traits in common, however: Mostly optimistic; self-aware and demanding; always connected and empowered by technology.

They breathe in symbiosis with their smartphone. They definitely are the living proof of the digital transformation, that has changed the way we live, communicate, search and make purchases. How can you engage and monetize millennials?

Given that premise, it’s easy to see why brands are so focused on the Generation Y (those born between 1981 and 2000). They are your digital customers, and a failure to impress them will likely lead to your irrelevance on the market. Do you dare to risk so much?

Of course, millennials are not the only customers you need to attract and engage. However, in an era shaped by mobile devices - where the ability to exploit the micro moments means everything - they become a key factor to decide whether you succeed or fail.

WHO’S YOUR CUSTOMER?

It's not all about millennials, as said. On the one hand you have the Generation X (1965 - 1980) and Baby Boomers (1946 - 1964), born and raised in an analog world. These customers are still critical but are going to become inevitably marginal. On the other hand, you have the Generation Z (from 2001 on), born and raised in a digital ecosystem but still too young and with low buying power.

Here’s the secret of Millennials. They are your true native digital customers. Conscious of their role and their purchasing power. It's not just guesses: Statistics talk about some 600 billion dollars spent by millennials customers every year globally, a figure projected to reach 1.4 billion in 2020.

Breaking news, before 2018 ends they will surpass the spending power of Baby Boomers. A very good news if you are a retailer, because millennials - unlike their fathers - love to spend. They do it now that earn less than their fathers, and they will do even more so in the future. As a result, your only goal for the next years is to be obsessed with the pursuit of a great customer experience for millennials.

HOW MILLENNIALS BUY

They spend more than save, but they aren’t making the same buying decisions their parents made. The purchase behaviors of digital customers have deeply changed in the last decade. It's not just what they buy but also - and most of all - how they buy. Your entire strategy, from awareness to conversion and loyalty, must begin with this fact.

The emergence of Micro Moments, as told by Google, means that your business strategy has two founding elements: mobile devices and social media. Ask any Millennial what is the only thing he can't live live without, and you will receive the same answer over and over. The smartphone. Today’s customers rely on their phone for any daily activity, outside and inside the physical store.

Since the smartphone has become the primary door to access the Internet, you need to preside all possibile channels to establish a strong and engaging relationship with customers. Millennials are connected 24/7, and if you are not there when they need you, it’s like you don’t exist at all. Just look at the following numbers:

  • 58% of mobile shoppers are Millennials;

  • 50% of Millennials use their smartphone to search for information while shopping;

  • 41% of Millennials have made at least one purchase using mobile;

  • Millennials are twice as likely to be influenced by mobile apps while deciding a purchase.

Whether you like it or not, today every company is a mobile company. Mobile commerce is disrupting your business. A fancy responsive website is just the beginning of the story, a piece of the puzzle, together with social networks, mobile apps, augmented and virtual reality, and chatbots.

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SOCIAL IS THE NETWORK

Where do Millennials find their most trustworthy source of knowledge? Most of this generation’s time is spent using technology to gain access to social media platforms. A complete framework for the customer journey considers the social networks one of the most critical touch points to oversee.

Social media are their favorite place to share opinions and gather information about brands and products. If you are a retailer, a fashion & luxury firm or even a financial institution, never underestimate the importance of social dynamics. Millennials are not loyal to companies; they are loyal to innovation:

  • They trust word-of-mouth as a purchase incentive;

  • They stay updated on brands through social pages;

  • They want to be engaged by brands on social media;

  • They dislike traditional loyalty programs;

  • They always come back to the brand they truly love;

  • In the next future, they will buy directly from the social profile.

Choose the networks that fit you best and use them to attract customers, answer to their questions, delight them with useful content, serve in real-time (and ultimately sell your products). Instagram, Snapchat, Periscope, Facebook, Twitter, YouTube: to engage your audience, you first need to understand who and where they are.

THE APPS THEY LOVE

Downloading mobile apps for personal and professional life is like a game for Millennials. Mobile app marketing, therefore, becomes a faulty science when it comes to digital customers. You must reinvent your KPIs. The fact that they download your app doesn’t remotely mean they will use it or even open it.

The truth is, some apps become old and do not stay trendy for long, so they are celebrated for a short period before they quickly disappear (and get uninstalled). A small part - only 26% - is used daily, and very few become necessities for ever-connected customers. Spotify, Uber, Facebook, Instagram, Snapchat, Tinder, Pokemon Go are the apps Millennials use the most in 2015.

What can you do, if you are not in the lucky ones, to capitalize on your mobile app development? The secret of successful apps is "Be sure to make your customer’s life easier."

  • Build around a distinctive concept that creates a consistent experience;

  • Make sure your app is available wherever digital customers may find it: app stores, social media, search engines;

  • Maintain engagement using bonus contents, exclusive features, and gamification dynamics.

HOW TO ENGAGE MILLENNIALS

Once you know who these digital customers are, what they like and how they buy, you still need to understand one more thing. How to engage millennials so that your brand stays top of mind when they make purchases. They take technology for granted, so that is the ideal starting point.

Think and act mobile - 19 out of 20 Millennials across the world own a smartphone and most check them an average of 43 times per day. There is a huge opportunity here, and the app is just one piece of your mobile strategy: customer assistants (bots), wearable technology, the smartwatch, proximity marketing, geo-fencing, the Internet of Things. Everything you do must be mobile-first.

Connect on any channel - traditional advertising alone doesn’t work, nor old fidelity cards or newspapers. Digital channels become the main reference for all things marketing if you want to build a successful campaign. According to Accenture, 68% of millennials demand “an integrated, seamless experience, regardless of the channel.

Ask them to contribute - the Generation Y is also known as ‘Me Generation’. One of the most effective ways to engage Millennials is playing up to this peculiar mind-set, by asking them to contribute with self-generated contents. Personalization is the keyword you should never forget when dealing with empowered, exacting customers.

Serve them fast & easy - whatever you do, do it fast & easy. Millennials are less than pleased to waste their time waiting for your reply. They are the perfect multi-taskers, with a short attention span. If you can’t reach them in the micro-moment they want you, then you have lost your customers. Ensure you provide a good experience across all channels.

Stay true and epic - Millennials look for meaningful interactions. They do not consider price as the main brand differentiator; the ability to stand out and be amazing is what makes a truly epic brand. Whether you do it by using content or disruptive technologies (i.e. virtual reality), create a unique story rooted in your true brand identity.

And remember: Praise and criticism are the two sides of the same coin. Deliver an amazing digital customer experience and you will earn their trust and loyalty; offer a poor customer experience and they will abandon you with no regrets.

 

Need more insights on how to engage millennial customers? Download The Mobile Engagement Playbook, a collection of relevant insights that'll help you to overcome the challenges of the digital transformation and grow your business exponentially.

Get The Mobile Engagement Playbook

 

Topics: Digital Customer Experience Social Networking Branding Retail Content Marketing Wearable Mobile

10 (+5) Best Business Apps To Improve Your Marketing Strategy

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Take a look at the app stores. Today, there is quite an abundance of tools that promise to help marketers and entrepreneurs in taking better - and timely - decisions. We have all come to rely on mobile devices to manage daily tasks and increase the quality of our output.

Since the smartphone has become the privileged companion of our private and professional life, mobile business apps represent the essential compendium to stay connected 24/7 with what matters most: your brand and your customers.

Mobile technology has not only shaped the ecosystem we all live in; it has also contributed to the dawn of a new category of clients, the digital customers. In the last few months, the smartphone has officially achieved the ‘first-screen’ status:

  • Mobile searches have surpassed desktop searches in 2015;
  • Apps account for 86% of total time spent on mobile devices.

Digital marketers find themselves in the dual position of publishers and customers. The question is simple: In a world where customers are betting heavily on mobile, why shouldn’t marketing professionals do it? You would do well to focus on native apps, investing time and money in optimization practices to better your strategy and improve efficiency.

When you get a glimpse of the productivity apps around the web, it’s easy to see that there's no shortage of tools for digital marketers. Whatever is your specific need - social media, SEO, advertising, project organization, time management - you can easily find the proper tool with a few taps.

Long gone are the days when the most popular utilities were only available to geek scanners, as desktop software applications. Productivity apps have conquered the stores in the name of ‘omni-channel’ and cloud, so much that it is sometimes difficult to choose between dozens of options.

The search for the best business app - the one that will help you optimize your time - can be extremely time-consuming. A paradox we want to solve, to pick up 10 of the best mobile business apps that really deliver on the promise to make your life easier and help you organize your daily routine and tasks more effectively.

POCKET

The Internet is full of juicy contents if you are looking for insights to improve your marketing skills or develop an amazing customer experience. You are constantly under the risk of content overdose, and that’s where Pocket comes into play, allowing you to save the best articles online to read them later, on any device.

EXPENSIFY

On the official website, Expensify is described as the “hassle-free expense reporting built for employees and loved by admins”. And that’s true. Whenever you need to track your business expenses, you can count on this helpful app, that makes capturing receipts, tracking mileage, business travel and creating expense reports quick and easy.

SLACK

If you work within a team, you know how hard it is to keep track of all the tasks assigned to different members. Slack is a team communication platform - integrated with other apps like Dropbox, Drive, and Asana. You can channel for various topics, and fill them with contents so that everybody is on the same page.

BASECAMP

Apps have disrupted many business silos, and project organization and management is surely one of those. Basecamp allows you to organize the whole project and assign tasks to people, managing workflow and keeping everyone communicating with one another. It is fully integrated with the desktop version, and it’s completely free.

TODOIST

If your daily agenda is so full that sometimes you can't make sense of your meetings and things to do, Todoist is the answer to your problems. It is a productivity app that allows you to stay on top of your personal tasks, across all devices. You can organize your list with tags and categories, so you know what you need to do, and when.

GO TO MEETING

How can you manage your meetings when you’re out of office or on a business trip? GoToMeeting is one of the best services to join meetings and call with clients and colleagues. The perfect addition to the web version, the app facilitate collaborations from anywhere, including your mobile. You only need a mobile connection.

IFTTT

Automation is becoming the standard in all things marketing. How can you automate your content strategy? By setting actions that trigger reactions. IFTTT (If This Than That) does exactly this, by connecting the most-used services, and automating with ‘recipes’ many of the routine operations you used to do by hand.

BUFFER

Do you want to reply to your customers in real-time? Do you want to schedule a post on the brand official page while on mobility? If you haven’t set-up a social media platform yet, Buffer can be your best mobile app solution. You won’t need a desktop computer to manage your social accounts, review analytics or create a long-term media plan.

GOOGLE ADWORDS

Search engine marketing today revolves around Google AdWords. The newly-launched official app lets you check your campaign status and statistics; update ads, bids, and budgets; get real-time alerts. AdWords is essential if you're running a pay-per-click campaign on Google. If you’re a small business, you can use AdWords Express instead.

GOOGLE ANALYTICS

In the era of Big Data, analytics is the new business, differentiator. Predictive analysis studies past behaviors to anticipate future. Google Analytics (also for iOS) is the main source to understand your customers’ online and mobile behaviors. With the official app, you can access all of your reporting profiles from your smartphone/tablet, leveraging data to deliver the best customer experience.

 

Honorable Mentions:

STREAK

If you own a small business and you use Google Apps (and Gmail above all), Streak is one solution to your sales problems. It is a pocket-sized CRM that lets you keep track of your contacts, and manage where you are in your relationship with them. The good thing? For personal use it is completely free.

NIMBLE

We all know that social media can be - and should be - used for sales purposes, but how can you manage the neverending stream of data coming from Facebook & Co.? Nimble is the answer, a social sales and marketing CRM suitable for all businesses. The pricing starts at 25 dollars per user/month.

SQUARE 

"The POS software that's simple, powerful and simple." The claim sounds interesting, and Square Register does not go back on the promise. If you are a small business with point of sale, just plug in the small card-reader to your smartphone or tablet, and you can swipe credit cards and process payments without hassle and at a low price.

RESCUE TIME

Timing is everything in business. With Rescue Time you will learn to avoid the distraction of the digital life, improving your time management and finding a better work-life balance. The app, in fact, automatically tracks the time you have spent on appa and websites, and sends you detailed reports based on your activity.

SKYPE FOR BUSINESS

When it comes to video-conference, Skype is the standard. We all know the basic version but Skype For Business has many perks that could appeal marketers. In example, it is now fully integrated with Microsoft Office 365, and can manage meeting with up to 250 attendees. Plus, it adds a security layer to all your business accounts, just in case. 

Now it's your turn. Tell us what are your favorite business apps, the ones that you can't live without.

 

Download The Mobile Engagement Playbook, a collection of relevant insights that'll help you to overcome the challenges of the digital transformation and grow your business exponentially.

Get The Mobile Engagement Playbook

 

Topics: Digital Customer Experience iOS Project Management Android Mobile

Mobile Shopping - A Guide To Developing Your Retail Strategy

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We often hear people talk about the future of retail like it is something that will happen at any point in the future. The truth is that the future of retail is already here. It is today. You can only adapt or become irrelevant.

The smartphone has changed customer behaviors, in the name of an omni-channel approach to shopping. Mobile technology is disrupting the retail industry, and we are facing the rise of mobile shopping. How do you respond to this evolution?

The mobile shift has has once again proved that people evolve faster than companies. How we communicate, share contents and make purchases has outpaced the renovation of commerce. While customers already think and act mobile, somehow companies still lack an overall view of the phenomenon.

Maybe this happens because there is a profound misunderstanding behind how the retail brands look at the mobile technology. They only see the threat, not the huge opportunities. They sigh and confess that the e-commerce is eroding their profit margins.

Brick-and-mortars usually blame the customers because they prefer to shop online rather than going to the physical store. They choose a cold transaction over the relationship with the store assistants.

This point of view does not take into account the fact that the real business differentiator today is not the price nor the variety of products. It is the customer experience that you offer online and offline. The ability to engage customers when and where it matters most will make all the difference.

Take a look at the following stats:

  • In the past five years, foot traffic in retail stores has declined by 57% but the value of every visit has nearly tripled. You have to capitalize on every single in-store visit.
  • Near Me’ searches have doubled in the past year. Mobile drives local sales, as customers use the smartphones to gather ideas, research products, and then search for local places.
  • Roughly 60% of customers start shopping on one device and continue or finish on a different one. Again, if you do not have an omni-channel approach, you might miss a critical touch point.
  • 82% of smartphone users say they consult their phones on purchases they are about to make in a store. Having a physical identity doesn’t mean that you should not preside the online battlefield.

Shopping in the era of micro moments often starts when people have a need or desire to purchase a product. Once they feel this need, they begin thinking of ideas, a search that will lead them to online communities, social networks, video tutorials, company blogs. Only then they will evaluate the different options and eventually decide what (and where) to buy.

According to Google, these moments tend to fall into three categories:

I-NEED-SOME-IDEAS

Most purchases are not based solely on an impulse. They come after a phase of thinking and evaluation. In this micro moment, people are at the early stages of thinking. They have general awareness of the product category they are interested in, but they are looking for ideas and inspiration. Even more important, they are not brand-committed.

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WHICH-ONE-IS-BEST

In the traditional marketing funnel, this would be the moment of consideration. Now that every customer has a smartphone in the pocket, comparison is much easier. We have all the information needed to make more informed decisions about what to buy. People compare prices, brands and reviews; digital touch points that retailers must preside carefully.

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I-WANT-TO-BUY-IT

When this moment comes, all the research is done and it is time for customers to make their final decision. What will they buy? Where? Whether customers use the smartphone to buy or to simply research, you must provide a seamless mobile experience. This is your only chance to convince them and close the circle of shopping (that is not really closed, though, as it moves on to loyalty and retention).

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Once again we need to thank Think With Google for pointing out the importance of the Micro Moments, intent-driven moments when people rely on their smartphones or other devices to know, go, do, or buy something.

In these moments you have to be there and be useful, to win their trust and loyalty.

Be there’ means that you must “identify the most important micro moments and commit to being there, whenever and wherever a shopper is searching, especially on mobile.

Be useful’ means that you must provide valuable contents when your customers need them, on any channel (social media, point of sale, advertising, blog, social commerce).

This is the critical point, the one that you have to bear in mind whenever you are developing a business strategy for the era of mobile shopping:

It's less important for a shopper to be present in-store than for the store to be present wherever and whenever a shopper needs them. You've got to figure out new ways to show up with helpful information when those moments occur, whether it's 2 p.m. or 2 a.m.

There can’t be any memorable retail customer experience if you do not recognize the complexity of the digital customer journey.

You can read the complete guide on Think With Google.

If you need more food for thought, you can also download The Mobile Engagement Playbook, a collection of relevant insights that'll help you to overcome the challenges of the digital transformation and grow your business exponentially.

Get The Mobile Engagement Playbook

Topics: Mobile Retail Digital Customer Experience