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Supporting the customer journey with digital instruments of marketing communications

100%
Ugolkov I., Karyy O.
Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia
|
2019
|
vol. 53
|
issue 2
EN
This article describes the possibilities of improving customer satisfaction from the company's involvement in every point of interaction via digital marketing communication instruments and the customer's journey map concept. To achieve this goal, the literature on the concept of customer travel was examined, the results from a two-year monitoring of two production companies were selected and the companies' online and offline marketing communication with clients was presented. The findings indicate that the customer experience should be simple and intuitive for the customer's perception. The customer experience is not limited to certain channels of interaction and is not one-time. Rather, it is the sum of the customer's feelings at every point of their interaction with the company that accumulates during the customer's journey. Managers must design and create a customer's travel map in order to direct their customers to a correct purchase decision, according to the company. The customer journey map includes elements such as staff, instruments and content, each of which influences the final customer experience and together create synergies that give the company the opportunity to maximise customer satisfaction and increase its income. Effective management of the customer’s journey map design must be supported by digital means, especially in marketing communication. The customer’s journey map should be tailored to the specific industry and this opens up the need for further research in this field.
PL
This article describes the possibilities of improving customer satisfaction from the company's involvement in every point of interaction via digital marketing communication instruments and the customer's journey map concept. To achieve this goal, the literature on the concept of customer travel was examined, the results from a two-year monitoring of two production companies were selected and the companies' online and offline marketing communication with clients was presented. The findings indicate that the customer experience should be simple and intuitive for the customer's perception. The customer experience is not limited to certain channels of interaction and is not one-time. Rather, it is the sum of the customer's feelings at every point of their interaction with the company that accumulates during the customer's journey. Managers must design and create a customer’s travel map in order to direct their customers to a correct purchase decision, according to the company. The customer journey map includes elements such as staff, instruments and content, each of which influences the final customer experience and together create synergies that give the company the opportunity to maximise customer satisfaction and increase its income. Effective management of the customer's journey map design must be supported by digital means, especially in marketing communication. The customer's journey map should be tailored to the specific industry and this opens up the need for further research in this field.
2
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Conversion attribution in the online environment - identification of crucial decision path stages. Theory and case study

71%
Zaremba A.
Marketing i Rynek
|
2019
|
issue 4
15-29
PL
Artykuł prezentuje przegląd teorii w zakresie zachowań konsumenckich, wraz z ich adaptacją do warunków środowiska reklamy internetowej, jednocześnie z perspektywy konsumenta oraz marketera. Poprzednie badania naukowe w tym obszarze wskazywały na silną potrzebę weryfikacji teorii zachowania konsumentów w obszarze internetowym poprzez wykorzystanie obserwacji realnych zachowań konsumentów. Aby pokazać złożoność narzędzi reklamy internetowej i sposobów pomiaru, dokonano analizy 565 ścieżek decyzyjnych realnych konsumentów z wykorzystaniem kilku popularnych modeli atrybucji. Wyniki potwierdzają, że klasyczne modele decyzyjne są wciąż zbieżne z obecnymi zachowaniami konsumenckimi w środowisku internetowym, jednakże należy pamiętać o wielu trudnościach związanych z analizą wpływu poszczególnych kanałów reklamowych na podejmowanie decyzji przez konsumenta oraz ograniczeniach technologicznych, co wymaga dalszych badań.
EN
This paper presents a review of marketing theories on the topic of consumer behaviour from the perspective of the consumer and the marketer and its adaptation to the online advertising environment. As previous researches have shown, there is a strong need to verify these theories in practice using real consumer data, and not surveys conducted among students - as most researchers do. In order to show the complexity of online advertising and measurement tools, 565 real online consumer journey paths were analysed using several most popular conversion attribution models. The results confirm that classical decision making processes are still suitable to current consumer behaviour but there exist many difficulties in indicating channels responsible for particular decision making process stages and technology limitations require some further research.
3
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Różnice międzypokoleniowe w zachowaniu konsumentów w kanale sprzedaży usług

71%
Lipowski M.
Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia
|
2017
|
vol. 51
|
issue 2
EN
The article presents differences in behaviors of representatives of Baby Boomers, and Generations X and Y in the selection of service channel distribution at the search and purchase stages. The data were conducted by computer-assisted personal interview (CAPI). The study confimed the oldest consumers’ preferences for the traditional contact in point of sales and increased use of on-line technology as consumer age declines.
PL
W artykule zaprezentowano różnice w zachowaniach przedstawicieli pokoleń Baby Boomers, X oraz Y w wyborze kanałów dystrybucji usług na etapie poszukiwania informacji oraz zakupu. Przeprowadzone badania potwierdziły preferencje najstarszych konsumentów wobec tradycyjnego kontaktu w punkcie sprzedaży oraz wzrost wykorzystania technologii online w miarę obniżania się wieku konsumenta.
4

New factors inducing changes in the retail banking customer relationship management (CRM) and their exploration by the FinTech industry

57%
Kotarba M.
Foundations of Management
|
2016
|
vol. 8
|
issue 1
69-78
EN
Growing levels of regulation force financial institutions to change their business models toward lower risk levels, higher capital adequacy, service quality, and more stable revenue pools. In parallel with the regulatory changes, the banks are subject to pressure from accelerated technology development and social changes. These two factors influence the behavior of customers and induce changes in the customer relationship management (CRM). Taking the example of retail banking, the factors and their impacts are explained. Additionally, a view on the FinTech industry is presented, highlighting areas where traditional financial institutions are losing market share to technology-savvy and socially oriented new ventures with exceptional CRM capabilities. The conclusion contains proposed strategic actions that need to be undertaken in order to prepare the financial services industry for managing customer relationships in the increasingly technosocial environment.
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