The Social Customer and why “Simon Pegg has declared war on BT”…

Last week, Idio were given the opportunity to speak at Mashup on ”The Social Customer’, alongside a dedicated panel comprising of Guy Stephens (sCRM Consultant, Cap Gemini), Warren Buckley (Managing Director, BT Retail Customer Service), Amanda Brown (Head of PR, First Direct) and Joshua March (CEO Conversocial) looked at ways that social media has changed the way organisations handle customer care, service and management, and utilise social channels to enhance loyalty.

A seismic shift in customer engagement from call centres to social channels

“”I don’t call call-centres anymore, I tweet” – Andrew Grill

According to a survey from Fishburn Hedges, more than a third of UK consumers (36%) have engaged with brands through social media. This has doubled from 19% since August 2011 and equates to around 18m people. The increased interaction seems to be driven by the widespread belief among respondents (40%) that social media improves customer service, compared to only 7% who feared it would harm service. More than two-thirds (65%) also believe that it is a better way to communicate with companies than call centres. As Warren Buckley explained: Read more →

Canon: Working with Yahoo to engage budding photographers

At C21Media’s Propaganda Factory conference at BAFTA, Krane Jeffery explained how Yahoo Studio, which he runs, is building a strong content marketing proposition. Yahoo News is the world’s largest digital publisher, and in the UK alone reaches 28 million people a month. With this reach, and its content expertise,

The Brief

Yahoo Studio was asked by the CEO of Canon to accomplish the following brief:

1. Demystify digital photography for the audience who feel limited by their photography skill
2. Encourage owners of cheap digital cameras to upgrade to more professional equipment

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How Customer-Centric Marketing Creates Measurable Results…

As companies continue to battle for consumer attention, those that are succeeding do so by creating an unforgettable customer-centric experience – online and offline. Lately this has meant brands need to be able to provide a personalised experience for each one of their customers – an experience that takes into account individual needs, interests and behaviours.

Last month  Aly Richards (Idio CXO), drew upon over twenty years in CRM  to discuss these emerging trends and how businesses can use them to improve their ROI, overall brand image and customer satisfaction. Specifically, Richards talked through her work with Orange, where she presided over the implementation of ‘real-time decisioning’ technology to improve customer-centric engagement in call-centres – a move that saw massive commercial and operational benefits for Orange.

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Customer-Centric Marketing Analytics

Customer-Centric Marketing Analytics

Implementing inbound marketing and having a multiple channel strategy plan is all well and good, however, are you keeping track of the details? Analyzing the data from content and marketing to see how it is responding with customers is very important. This crucial data from analytics is something every online marketer needs to keep track of.

Using customer-centric data

Analytical tools are abundant online, some ranging from free to a monthly subscription. Of course, idio offers analytical tools for multi-channel brands, so data from all different kinds of platforms can be carefully tracked to see if they’re doing their job. However, all analytic tools also need a very key ingredient to work: they need to be customer-centric.

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The Integrated Marketing Suite

With marketing, content distribution, and customer experience rapidly all going online, content managers and marketing teams need a streamlined service which lets them do everything all in one space, instead of tabbing through different pieces of software which won’t talk to one another, or integrate with one another. Most departments have some sort of content marketing software in place, but, they are still relatively new and aren’t quite up to par to what everyone needs. Alternatively, most people don’t understand the need to have everything integrated and work seamlessly. Any content marketing software should have at least four different levels of seamless integration: web content, analytics, customer relationship, and automation. All of these play a big role in today’s content marketing and must work together in order to have a successful marketing campaign. While it is good to know that all these play an integral role to your marketing, how exactly do they work?

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