The Knowledge Catalyst

The Knowledge Catalyst

Dr. Orlando
4 episodes

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The Knowledge Catalyst is focused on help business owners and entrepreneurs accelerate growth using knowledge as a strategic asset. Our focus is on uncovering hidden knowledge insights businesses can use to increase profitability.

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11 March 2022

Customer Journey Maps: Understanding The Path From Awareness Thru Purchase To Increase Sales | Ep. 7

Dr. Orlando
Episode Summary Have you considered being your own customer? What I mean is look at your business from the perspective of a customer. For example, if you sell your products online and notice your cart abandonment rate is high. Or perhaps, you have a retail store with substantial foot traffic, but the end of day sales are lower than expected. Another scenario could be that you have a high engagement rate on your marketing campaigns, but your conversion rates are low. If you are experiencing situations like these, then it may be time to map the journey of your customer from the initial contact through closing of the sale. Free eBook Customer Experience for Dummies | https://bit.ly/3xZR9lU Contact, Join, and Follow Us •Please send your questions or comment to host@theknowledgecatalyst.com •Twitter | https://twitter.com/SCH360 •Facebook | https://facebook.com/schconyc •YouTube | https://www.youtube.com/channel/UCn79aQH09frGwNqeac3PV7w •Website | https://theknowledgecatalyst.com Academic Research Want to uncover more knowledge insights and expand your learning? Here are a few research articles/case studies that connect theory with practice in the marketplace. Note: These articles are highly technical (i.e., the research method, data collection, and data analysis sections). To receive the most benefit, focus on the introduction and the conclusions/findings. - Managing the Total Customer Experience | https://bit.ly/3yWc6iO - Understanding Customer Experience | https://bit.ly/3AR1XED - The Impact of Customer Satisfaction, Customer Experience, and Customer Loyalty on Brand Power | https://bit.ly/37OrbqR
18 August 2021

Press Releases: How To Increase Brand Awareness For Your Business | Ep. 5

Dr. Orlando
Episode Summary Do you want your brand to grow and have name recognition like some of the most iconic brands? I'm referring to those brands where you may see a logo or hear a sound, and you instantly know the company's name. If you want to be like them, you can use an "old school" marketing tool that is very effective but rarely used by most business owners and entrepreneurs. Press releases are an excellent way to promote your brand and increase the awareness of your products and services. In this episode, we discuss how press releases can boost brand awareness and build trust for companies that want to expand their market visibility in a cost-effective manner. Episode Topics & Takeaways •What is brand awareness •Brand equity •Word-of-Mouth promotion •Rules for creating press releases •Determining your target market •Press release distribution services •Press release syndication on social media Resources •Free eBook: Press Release Ideas | https://bit.ly/50Prid •Press Release Toolkit (Lists, Templates, Checklists) | https://bit.ly/press-release-toolkit •How to Format a Press Release in AP Style | https://www.newswire.com/blog/how-to-format-a-press-release-in-ap-style Contact, Join, and Follow Us •Please send your questions or comments to host@theknowledgecatalyst.com •Twitter: SCH360 •Facebook | https://facebook.com/schconyc •YouTube | https://www.youtube.com/channel/UCn79aQH09frGwNqeac3PV7w •Show notes, contact us | shownotes@theknowledgecatalyst.com | Include episode number Academic Research Want to uncover more knowledge insights and expand your learning? Here are a few research articles/case studies that connect theory with practice in the marketplace. Note: These articles are highly technical (i.e., the research method, data collection, and data analysis sections). To receive the most benefit, focus on the introduction and the conclusions/findings. • Brand advertising as creative publicity. https://bit.ly/37qPFpR • Understanding the concept of publicity in public relations: A synoptic review. https://bit.ly/3isASRX • The impact of brand awareness on companies marketing strategies. https://bit.ly/3s2i3rT • Building a strong services brand: Lessons from Mayo Clinic. https://bit.ly/3AlFbog
18 August 2021

Customer Experience: Tips on How To Delight Your Customers To Impove Branding | Ep. 6

Dr. Orlando
Episode Summary Have you ever seen customer surveys on a website asking this simple question? On a scale from 0 to 10, how likely are you to recommend our company to a friend or colleague?" This is essentially a customer feedback question to determine how loyal a customer is to their brand. Research by a financial services company found that 86% of their loyal customers are willing to pay more for a positive experience. Alternatively, another study found that 91% of unhappy customers leave a brand without complaining creating customer churn and low customer retention rates. This data suggests the customer experience (also known as CX) creates your brand and defines customer expectations. This month we kick off a three-part series on branding. In this episode, we uncover the benefits of creating superior customer experiences, managing customer expectations,  and the effect of a bad experience when interacting with your business. Key Terms Customer Loyalty - The degree to which a consumer will continue using a product or service after experiencing it. Customer loyalty is decreased from a Bad Customer Experience whereas positive customer experiences increase loyalty. Brand Equity - A measure of the value consumers place on a particular brand. It represents the sum total of all positive experiences they have had with a brand over time. Customer Segments - Any marketing strategy should be centered on one of four client segmentation channels. Demographic, Psychographic Geographic, and Behavioral segmentation are examples of the four categories of segmentation. These are some popular ways for businesses to segment their market based on gender, age, lifestyle, and other factors. Customer Touch Point - From start to finish, customer touchpoints are the places of interaction for your brand. A touchpoint is any time a potential buyer or current customer interacts with your brand–before, during, or after they make a purchase from you. This is the main area where consumer interactions can result in a bad experience or can create loyal customers. Customer Experience Metrics - The Client Experience Metrics play a key role in the development of KPIs that the company uses to track customer feedback. These measurements can assist you figure out how satisfied or loyal your consumers are. Net Promoter Score, Customer Satisfaction, and Customer Effort Score are three of the most prominent customer experience measures. The metrics play a critical role in the customer experience management process. Customer Perception - What is the significance of customer perception? Perception has an impact on more than just each individual sale; it shapes the long-term relationships that buyers have with your company, for better or worse. As a result, every interaction your organization has with clients must have a favorable impact on their perception. Customer Experience Strategy - A customer experience strategy describes how your organization intends to provide the best possible customer experience in your specific situation. The sum total of a client's view of your company is called customer experience.  Buyer Personas - A buyer persona is a thorough depiction of a hypothetical individual who represents your target market. This is a hypothetical individual who exemplifies the attributes of your best potential clients, not an actual consumer. This consumer persona will be given a name, demographic information, interests, and behavioral characteristics. Episode Takeaways Customer Experience Strategy - The Benefits Of Optimizing Your Customers' Experiences 1. Improves Brand Perception When people think about brands, what comes to mind first? Is it price, quality, style, convenience, etc.? If so, then you're probably thinking like most businesses do today: "How can I make my products/services cheaper, faster, easier, etc." But if you want to be successful long term, you need to start thinking differently. You should focus