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Serge De MunckSenior Consultant, Dun & Bradstreet Europe
You think you're on top of what’s happening in marketing? You think you know what's cooking in the digital marketing world? Then don't come to Fusion Marketing Experience. I go there to listen & learn from great people that are DOING it. I know a lot, but I keep learning at Fusion Marketing Experience, every time.
Erwin Jansen Chairman - CEO at Y&R Brands Benelux
The Fusion Marketing Experience conference is what it says: a real experience with probably the strongest program of all marketing events in Belgium. I am a big fan and will be there again. Top speakers, top content, a special atmosphere and excellent networking, Fusion Marketing Experience has it all. After just two events, Fusion Marketing Experience became the place to be.
Gert-Jan Schoppert Marketing Manager Capgemini Netherlands
Marketing conferences are usually more of the same: the usual suspects as keynotes, the obligatory panel discussion and more of that. Fusion Marketing Experience was a relief: knowledgeable speakers with real content at an unusual location. And what attracted me most was the atmosphere, the feeling that participants were not present just for a chat and a drink, but actually wanted to use the insights into their daily business.
Hans SmellinckxMarketing Manager Direct & Digital Thomas Cook
Fusion Marketing Experience is the only event in Belgium that really joins the channels together. A perfect fusion between top notch speakers, great networking opportunities and possibilities to share ideas with other peers in your industry or expertise. An event not to miss... I like! (or + or pin....).
Ronny KenensOwner / Director at BI-Consult International
The Fusion Marketing Experience events are a great opportunity to listen to and learn from subject-matter experts, no commercial pitches, only top speakers with top content. In a fast-changing business environment, my challenge is to keep learning and sharing with other peers in our industry …..that's exactly what the "Fusion Marketing Experience platform" helps me with.
Stefaan VuylstekeCustomer Segment Manager Benelux at Amadeus IT Group
When I saw Olivier Blanchard was giving a two-day workshop in Belgium in May 2012, I didn’t have to hesitate to enroll. As you can assume, I already knew Olivier. I have read his book Social Media ROI, and I found it to be one of the best Social Media books. When I noticed it was organized by J-P De Clerck, I knew the workshop would be good value since I already attended several seminars and events, organized by J-P and the Fusion Marketing Experience he launched. And I always came home with valuable insights and inspiration. Why Olivier? He is really focused on how to integrate social media into business. He starts from within the organization, not from the social media. It all comes down to grow your business. Don’t start building a social media program before you find an answer to “What will social media do for my company?”. As I’m working into B2B, understanding the business value of social media, the ROI is a real must. Once you’ve got that straight, once you have got your targets, you can share it within your company. Than the process starts of sharing, listening and educating. Olivier really helped me during the workshops how to sell the social media program to my management and how to start the process. I will never forget his story about the ‘culture of dudes’. If you look for inspiration on how to overcome objections, he is the man. During the 2 days many key topics on how to set up and execute a social media program were discussed. The organization of the workshop was - as usual - flawless. The location and the infrastructure were very good. I had a pleasant and inspiring two days.
- Brand Advocates and Word of Mouth: the Power of the Regular Joe 1,621 view(s) | by J-P De Clerck
- Understanding the Customer Life Cycle and Calculating its Value 1,021 view(s) | by J-P De Clerck
- Human Behavior and the Six Universal Truths of Influence 769 view(s) | by J-P De Clerck
- Social Media or Social Business: Should You Care? 385 view(s) | by J-P De Clerck
- Mediascope Europe 2012: Online Media Consumption in Europe 334 view(s) | by J-P De Clerck
Customer-Centricity and the Single Customer View: Challenges
In order to optimize customer experiences across channels, departments and touchpoints, a single customer view is of the utmost importance. However, disconnected systems and processes are among the many reasons why this single customer view is still impossible for numerous businesses.
Marketers know how important it is to use customer data in order to improve their results and customer satisfaction, the step towards brand advocacy. Research by Experian, shows 72% of respondents (UK) confirm this. As Experian says, ‘companies understand the importance of customer-centricity but fail to come to terms with data explosion’.
However, only 16% of respondents is actually capable of having a real single customer view. The challenge is not only one of culture, systems and processes. It is also often one of a lack of customer-centricity (there is a difference between saying you are customer-centric and being it…) and one of data coming from multiple channels. Knowing which data matter, using them in an integrated way and, obviously, acting upon them is not easy. However, businesses don’t have much choice when looking at the channel-agnostic, multi-screen and increasingly complex behaviour of today’s consumer, certainly the connected consumer.
Customer first: missing out on opportunities
Respondents that aren’t having a single customer view, feel they are missing out on opportunities, according to Experian. 85% of them said the lack of a single customer view led to business problems and 18% believe they are missing important opportunities of cross-selling and up-selling.
The main business driver for implementing a single customer view is the increasing understanding that the customer should be put first.
50% of respondents said they would see better customer service levels and 41% acknowledge they would see better customer retention.