In this episode of How I Grew This, Mada Seghete is joined by Kristen Banks, Vice President of Marketing and Digital Products at Ultimate Fighting Championship. They dive into the exciting world of fan-centric entertainment brands and explore the various marketing strategies involved in building a loyal fanbase. 

Kristen offers valuable insights into how to connect with fans, acquire audiences, and develop long-lasting relationships throughout the customer journey and funnel. Whether you're in the sports industry or any other fan-centric industry, this episode is a must-listen for marketers looking to grow and engage with their audiences.

Kristen Banks is a data-driven marketing leader with more than fifteen years of experience. Her current position at UFC involves overseeing the digital licensing business, which encompasses the creation, promotion, and forecasting of video games, mobile games, digital objects, and NFTs. Before joining UFC, Kristen held senior positions at Universal Orlando Resort, NBCUniversal Media, and Landers & Partners.

Connecting, Acquiring, and Growing Audiences: Lessons for Fan-Centric Entertainment Brands

It's never been more important to understand your customers and what they value. But where does the customer experience begin? And how do you tactically create a consistent experience that will keep customers loyal?

Jeannie Walters, Founder and CEO of Experience Investigators, joins the show to share tangible ways to put customers first through their entire journey with your organization.

She connects the dots between customer success and sales, and explains how the two groups can partner to optimize outcomes for all parties. She also dives into the use of technology in the customer experience, revealing how it can help and where it can hurt.

Related Resources:

- Jeannie on LinkedIn: https://www.linkedin.com/in/jeanniewalters/
- Follow Jeannie on Twitter: https://twitter.com/jeanniecw 
- Jeannie’s LinkedIn Learning courses: https://www.linkedin.com/learning/instructors/jeannie-walters
- Jeannie’s website: https://experienceinvestigators.com/
- Hear Jeannie’s podcast: https://www.experienceactionpod.com/

Ep 059 Connecting Sales to the Full Customer Journey

Und der nächste AI Copilot, jedoch hat Adobe mit Sensei GenAI die Latte nochmal deutlich höher gehängt! Heute sprechen Daniel Höhnke und Tim Schestag genau darüber und tauchen in ein paar wenige mögliche Usecases ein. Das ist jedoch nur die Spitze des Eisbergs. 

In den News der Woche...

Shopsysteme:

- Shopify und Adyen kooperien
- Shopify stellt "Shopify Collabs Network" vor

Social Commerce:

- TikTok startet verkauf eigener Produkte in UK mit Vorbild von Shein und Co

KI News:

- Mercedes kooperiert mit Microsoft und bringt ChatGPT in alle MBUX Modelle in den USA. Knight Rider ist damit Realität...

Allgemeine News:

- Diese Woche endet Universal Google Analytics und nur noch GA4 trackt Events!

#108 Adobe stellt mächtigen Sensei GenAI Copilot vor + die NdW

In the latest instalment of MYC'D UP with Tech Leaders, we speak with Cristina Fonseca, VP of Product at Zendesk.

Before arriving at Zendesk, Cristina was already something of an AI expert – having previously founded and run two successful AI-focused companies. 

With a strong background and passion for customer service alongside her expertise in the AI field, Cristina is perfectly placed to provide insights and wisdom on the hottest topic in the CX sector.

Drawing upon her considerable experience and success in both the AI and customer service arenas, Cristina provides detailed analysis of precisely how to get the best out of your AI programmes – including what you should and should not be automating, how to build trust in your AI offerings, and how AI could be the key to lowering agent turnover rates.

"When we think about automating CX inquiries, the first task of AI for me, is understanding what should and should not be automated."

AI-powered customer experience: Zendesk’s VP of Product

Stephanie Woerner reads MIT CISR's September 2023 research briefing, which she co-authored with Peter Weill. See the text version and related content at https://cisr.mit.edu/publication/2023_0901_DomainOriented_WeillWoerner.

Abstract: A domain-oriented company helps serve a customer’s end-to-end need by focusing on customer outcomes rather than on the sales of products and services. In our latest survey, the companies we identified as being domain-oriented were top performers, with a huge premium on revenue growth and net margin. But taking a domain orientation requires a big mindset change of a company. In this briefing we explore what it takes to become a domain-oriented company and illustrate it with examples from Kaiser Permanente, Shopify, and Cemex.

Top-Performing Companies Focus on Customer Domains

For the first time since launching its dotSWOOSH NFT program, Nike has used its SNKRS mobile app to drop a limited edition, phygitally-twinned pair of sneakers along with matching NFTs (non-fungible tokens). Not only was that a first for the SNKRS app that normally caters to sneakerheads, but the drop was also gated to holders of the dotSWOOSH brand's previously issued Our Force 1 NFTs.

In what appeared to be a nearly flawless execution joining together its traditional sneakerhead marketing with the efforts of its Web3 group (Nike Virtual Studios), Nike may have just given other global brands and marketers a masterclass in using blockchain to drive new business outcomes.

To learn more about the dotSWOOSH TINAJ customer journey and how it resonated with both sneakerheads and Web3 "degens," David Berlind interviews Blockchain Journal's Customer Journey Analyst Sophie "Sophie Maxx" Waldman to breakdown her own experience with the program.

To watch the video version of this podcast or read its full-text transcript, go to:
https://blockchainjournal.com/analysis/did-nikes-phygital-tinaj-sneaker-drop-just-set-a-new-standard-nftbased-customer-engagement/

The video can also be watched on Blockchain Journal's YouTube Channel at https://www.youtube.com/watch?v=6QzbEYLcT44

Did Nike's Phygital TINAJ Sneaker Drop Just Set a New Standard for NFT-based Customer Engagement?

[Greatest Hits] Connecting, Acquiring, and Growing Audiences

In dieser Episode der "E-Commerce Dudes" tauchen Daniel Höhnke und Tim Schestag in eine Welt ein, in der Künstliche Intelligenz nicht immer das tut, was sie soll. Sie diskutieren über den jüngsten Vorfall mit dem Support-Chatbot von DPD, der nicht nur ausfällig wurde, sondern DPD sogar als den schlechtesten Versanddienstleister beschrieb. Diese kuriose und zugleich aufschlussreiche Geschichte zeigt deutlich, dass wir in der praktischen Anwendung von KI noch in den Kinderschuhen stecken und solche Systeme intensiver getestet werden sollten.

In den "News der Woche" werfen Daniel und Tim einen Blick auf einige der neuesten Entwicklungen im E-Commerce:

- Google stellt den "Circle to Search" für Android vor, ein Feature, das die Customer Journey erheblich beeinflussen könnte.

- Amazon enthüllt in den USA seinen ersten KI-basierten Produktassistenten, der Fragen auf Basis von Produktbeschreibungen, Kundenfragen und Bewertungen beantworten kann.

- Klaviyo launcht Klaviyo AI, eine neue Funktion, die es Benutzern ermöglicht, mit Hilfe von KI spielend einfach neue Segmente zu erstellen.

- Commercetools präsentiert sein neues Bundle Commercetools Foundry, bestehend aus Commercetools, Commercetools Frontend, Commercetools Checkout und Commercetools Connect.

Verpasse nicht diese spannende Diskussion über die Fehltritte und Fortschritte der KI im E-Commerce und wie diese die Zukunft der Kundenerfahrung beeinflussen werden.

#125 Dicker KI-Chatbot Fauxpas bei DPD + die NdW

Als we bepaalde voorspellingen en recente cijfers mogen geloven zijn traditionele vakbeurzen over hun hoogtepunt heen: niet alleen zijn er minder beurzen dan 10 jaar geleden, er komen ook minder bezoekers op af. Nochtans heeft 88% van die bezoekers de autoriteit om te kopen, en leiden die bezoeken voor 70% van de standhouders tot interessante nieuwe leads.

Hoog tijd dus om te onderzoeken hoe een vakbeurs een toegevoegde waarde kan bieden voor uw merk. In aflevering 65 van Brand Breakfast hebben we business developer en beurzenspecialist Matthie Bout te gast. Hij schreef recent het interessante boek 'De laatste werkdag van de topveroper', waarin hij in detail uitlegt hoe u echt rendement kan halen uit deze hoogdagen voor verkopers.

Samen bespreken we de clichés die over beurzen de ronde doen, hoe een goede beursstand eruit moet zien, hoe u uw merk en de verkopers voorbereidt op een beursdeelname, hoe u die deelname inpast in een bredere marketing- en salesstrategie, hoe u opportuniteiten spot en opvolgt, en op welke manier u aan de hand van bewezen modellen aan relevante nieuwe klanten raakt.

Episode 65: de vakbeurs met Matthieu Bout (Walker Milton)

Wing It Unhinged - The Evolution of B2B Journeys - Wing It Episode 94

During the NFT.NYC 2024 Conference in New York, Blockchain Journal editor-in-chief David Berlind interviews one of the speakers at the event: Marc Baumann, founder of FiftyOne Ventures and Dematerialzd.xyz. Baumann is well-known for his opinionated analyses regarding the NFT-based customer loyalty and engagement programs operated by some of the world's biggest brands.  The discussion delves into the evolution of NFT use cases, which famously (or infamously, depending on your point of view) began with collectible digital images. Baumann responds to David's questions with a walk down memory lane, examining the past and current NFT landscapes, and eventually ends with some predictions about some of the more nuanced use cases, focusing on tangible business outcomes.

Baumann identifies four key verticals where NFTs are making waves in business applications. The first, tokenization and phygitals, involves the 1:1 marriage of physical items with their digital counterparts on-chain, often facilitated by near-field communication (NFC) chips. According to Baumann, this results in myriad possibilities for post-purchase activations and direct consumer engagement, such as unlocking rewards or exclusive experiences tied to the possession of specific products. Baumann talks about how physical items become proxies for their digital counterparts and vice versa, paving the way towards the idea of token-gating, a fusion of the physical and digital realms where either "twin" grants the holder exclusive, "velvet rope" style access to real or virtual world (a.k.a. "metaverse") customer journeys. 

Baumann also leans into loyalty and rewards, community and commerce, and data insights as the other three key verticals. Baumann emphasizes the need for brands to move beyond the allure of NFTs as standalone collectibles and instead focus on solving real business problems, creating value for consumers, and generating measurable ROI. 

Baumann and David spend a fair amount of time discussing the history of the recently scuttled Starbucks Odyssey NFT program as a bit of a stain on the NFT landscape. This leaves open the question of how, if a big brand like Starbucks can't make NFTs work, what enterprise can? This brings the discussion full circle back to the challenges associated with collectibility (one of the main features of the Odyssey program).

To watch the video version of this podcast or read its full-text transcript, go to:
https://blockchainjournal.com/interview/dematerialzd-researcher-marc-baumann-discusses-post-starbucks-business-value-nfts-nftnyc

The video can also be watched on Blockchain Journal's YouTube Channel at:
https://www.youtube.com/watch?v=rV2ZBY7vuOk

Dematerialzd Researcher Marc Baumann Discusses the Post Starbucks Business Value of NFTs at NFT.NYC

Blockchain Journal Customer Journey Analyst Sophie Maxx Waldman joins BCJ editor-in-chief David Berlind at the NFT.NYC blockchain conference for a conversation about the buzz at the event and how the death of the NFT-based Starbucks Odyssey customer engagement and loyalty program impacted her as both a program user and a Starbucks customer. 

Sophie has written about her experiences with the Odyssey program multiple times, and not only was she sad to see the program – one of the most visible of its kind in the world – come to an end, but Starbucks' termination of Odyssey raises questions about the viability of such NFT programs for other global brands. What went right? What went wrong? What does it mean for other global brands looking into NFTs to drive new or improved business outcomes? How might Starbucks take some of the learnings from the Odyssey program and incorporate them into its existing Rewards program (one of the largest and most visible customer loyalty programs in the world)?  

As David and Sophie point out, Starbucks tried pretty much everything in the book to make the program work. It integrated augmented reality into several of the user "journeys." It relied on NFTs to provide exclusive token-gated experiences. It rewarded program members with NFTs for repeat purchases and sampling new coffees. It gamified certain elements of the program including its Discord-based community center. But despite Odyssey's success at transforming traditional loyalty programs into immersive, social, and gamified experiences while at the same time fostering deeper customer connections with the brand, the program was still scuttled.

As Sophie and David discuss, one challenge faced by Starbucks and other brands entering the NFT space might have to do with the lack of a pre-existing collectible culture. They discuss how NFT initiatives from brands like Nike and Adidas were able to leverage collectibility as a key feature of the pre-blockchain sneakerhead culture (for which no Starbucks corollary existed). Lack of any mojo on the collectibility front wasn't the only issue with the Odyssey program. But it's one of several industry and brand-specific nuances that must be taken into consideration before launching an NFT strategy.

To watch the video version of this podcast or read its full-text transcript, go to:
https://blockchainjournal.com/interview/starbucks-scuttles-odyssey-one-worlds-most-visible-big-brand-blockchain-projects

The video can also be watched on Blockchain Journal's YouTube Channel at:
https://www.youtube.com/watch?v=j2F1QcFrhnc

Starbucks Scuttles Odyssey: One of the World's Most Visible Big Brand Blockchain Projects

Discover why a systems approach to marketing drives faster growth than hacks with Mark Osborne. Learn practical strategies for sustainable business success in our latest podcast episode!

Join Mark Osborne, a Marketing Technology Trailblazer, as he explains why a systems approach outperforms hacks in driving marketing growth. In this insightful episode, Mark discusses essential growth systems that spark innovation and creativity in marketing and sales. Learn how to leverage the customer journey, craft unique messaging, and focus on quality leads to boost credibility, trust, and revenue without breaking the bank. Discover Mark's journey from managing bands to mastering data-driven marketing for B2B firms and gain practical strategies for sustainable business growth.

Connect with Mark:
https://ModernRevenueStrategies.com https://www.linkedin.com/in/remarkablemark/ 

PROMOTION:
I'll provide a free copy of my book for your audience:
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2023 EP517 Systems Over Hacks: Mark Osborne's Guide to Fast-Track Marketing Growth

***New Video Alert!
I keep getting asked if I will help people on their project.
YES- I do that.
But, how?
This week, I reveal the matrix model I used to build out my consulting business.
It was done intentionally with a plan and it works great for many reasons.
I’ll walk you through it in this week’s video:  https://youtu.be/kVllCuVNnFw 

Cheers

See you over on YouTube
David C Barnett

Buy a Business

What Does David Do To Serve Entrepreneurs

The world's leading source of information for enterprises and businesses looking to use blockchain as an application platform for digital transformation, business innovation, customer engagement, and industry disruption.

I discuss buying, selling, financing and managing small and medium sized businesses either alone or with guests.  
I've started, bought, sold and closed businesses. 
Author of three best-selling business books; 'Invest Local: a guide to superior investment returns in your own community,' 'Franchise Warnings: What you really need to know before you buy' and 'How To Sell My Own Business: A guide to selling your own business without paying a broker's commission.' all available as well as 5 other books on Amazon or from www.DavidCBarnett.com

Mental Selling: The Sales Performance Podcast is a show for motivated problem solvers in sales, leadership and customer service. Each episode features a conversation with sales leaders and industry experts who understand the importance of the mindset and skill set needed to be exceptional at building trusted customer relationships. In this podcast, we get below the surface, tapping into the emotional and psychological drivers of lasting sales and service success. You’ll hear stories and insights about overcoming the self-limiting beliefs that hold salespeople back, how to unlock the full potential in every salesperson, the complexities of today’s B2B buying cycles, and the rise of today’s virtual selling environment. We help you understand the mental and emotional aspects of sales performance that will empower you to deliver amazing customer experiences and get the results you want. 

Welcome to Mental Selling!

Are you ready to transform your daily commute into a journey of discovery? "Talking with the Experts" brings the wisdom of the world's leading minds straight to your ears.

With each episode, Rose Davidson unlocks the secrets to success, resilience, and innovation, featuring conversations with experts who've walked the walk. Whether you're in search of inspiration, practical advice, or the latest trends across industries, we've got you covered.

Turn up the volume on your dreams! Let "Talking with the Experts" be the soundtrack to your personal and professional growth. No matter where you are or what you're doing, elevate your day with stories that matter, advice that resonates, and insights that inspire.

Your journey to expertise starts with a single play.

A podcast connecting the dots between CX, marketing and customer service. MyCustomer.com offers news, advice, events and resources to customer-facing professionals around the globe.

A research center at the MIT Sloan School of Management, MIT CISR helps executives meet the challenge of leading dynamic, global, and information-intensive organizations.

Brand Breakfast, dat is dé Nederlandstalige podcast over merken en marketing, door de merkexperts van Pavlov. Elke episode duiken we samen met onze gasten in onderwerpen die u helpen meer te halen uit uw merk.

Goose Digital's Marketing Automation Experts "WING IT", alongside the occasional guest, to talk digital marketing, marketing strategy, industry news, and exciting MarTech developments.

Goose Digital is a Toronto-based digital marketing agency, focused on marketing automation and sales growth.

In der Podcast Serie der "E-Commerce Dudes" diskutieren Daniel Höhnke und Tim Schestag rund um den E-Commerce. Aktuelle News, sowie auch brandheiße Insights gehören hier zum festen Programm. Spannende Gäste aus der Branche sind ebenfalls fester Bestandteil der Episoden.

New tracks tagged #CustomerJourney