Biografija:
Jelica je “all around marketing player” – sa 20 godina iskustva u različitim oblastima marketinga u telekomunikacijama – Telenor, IT cybersecurity – Avast Software i fintech – Paysend. Kroz brojne role u karijeri vodila je sve od strateškog definisanja do operative, isporuke i odgovornosti za rezultate u globalnim kompanijama sa multimilionskim korisničkim bazama. Fokus njenog rada je customer management, revenue operations, unapređenje na lojalnosti kupaca, pružanje dobrog korisničkog iskustva kao i podrška korisnicima. Spoj različitih industrija, oblasti rada i odgovornosti su joj omoguće duboko razumevanje biznisa, komercijalni mindset ali i neizostavnost fokusa na kupce i korisnike. Od ove godine je u preduzetničkim vodama, kao osnivač butik konsultantske agencije Forte Consulting. Sada dobre poslovne prakse, načine rada, strategije rasta i alate koje je stekla prenosi na regionalne biznise i start up zajednicu.
Opis epizode:
Marketinška zajednica je fokusirana najviše ka oglašavanju i digitalnom marketing, dok je polje “egzekucije” i iskustva koje pružamo kupcima kroz vreme donekle zapostavljeno. U ovoj epizodi probaćemo da objasnimo koliko je važno iskustvo i podrška kupcima, posebno kod digitalnih biznisa. Na koji način se mogu optimizovati marketinški budžeti ukoliko se okrenemo moći postojećih kupaca. Kako zadobiti poverenje kupaca vrednosću koju pružamo, graditi odnose i biti najbolji kada je to najpotrebnije – kroz kontinuiranu podršku. Na sve ove teme, razgovarali smo sa Jelicom Babić, osnivačem agencije Forte konsalting, višedecenijskim stručnjakom u ovoj oblasti.
Jelica Babić, CEO and Founder @ Forte Consulting – https://www.linkedin.com/in/jelicababic/
Jelica preporučuje:
Knjige:
Između 2 sveta – Branislav Vujović
Never split a difference – Chris Voss & Tahl Razz
1+1=3 – Dejv Trot
Design thinking – Jevtić & Dekić
Strategija plavog okeana – Kim i Mobornj
Marketing management – Kotler
Podcasti
Digitalk
Senzal Insights
Jay Shetty
Huberman
Korisni linkovi:
https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/experience-led-growth-a-new-way-to-create-value
https://www.gartner.com/en/customer-service-support/insights/service-leaders-priorities
https://blog.hubspot.com/service/customer-experience-roi
https://blog.hubspot.com/service/customer-retention-challenges
https://www.zendesk.com/au/blog/customer-retention/
https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/how-the-operating-model-can-unlock-the-full-power-of-customer-experience
https://www.zendesk.com/blog/customer-service-trends/
https://www.helpscout.com/blog/customer-service-trends-2023/
https://www.searchunify.com/blog/a-step-by-step-guide-for-establishing-your-customer-service-roi/
https://cxtrends.zendesk.com/
https://www.the-future-of-commerce.com/2022/12/13/customer-service-trends-2023/
https://www.the-future-of-commerce.com/2017/11/22/customer-service-automation-with-ai-and-machine-learning/
https://contentsquare.com/blog/10-ecommerce-trends-transforming-cx-in-2023/
https://www.yourdigitalresource.com/post/5-ecommerce-customer-experience-trends-2023
https://blog.payoneer.com/e-sellers/industry-tips-sellers/9-ecommerce-trends-you-need-to-know-for-2023/
https://www.medallia.com/blog/how-does-customer-experience-impact-company/
https://www.qualtrics.com/experience-management/customer/improve-customer-experience/
https://www.qualtrics.com/blog/customer-service-examples/
https://www.copc.com/
https://www.zendesk.com/blog/customer-service-skills/
https://blog.hubspot.com/service/customer-service-support-training
https://www.qualtrics.com/experience-management/customer/service-tips-skills/
https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/experience-led-growth-a-new-way-to-create-value
https://www.gartner.com/en/customer-service-support/insights/service-leaders-priorities
https://blog.hubspot.com/service/customer-experience-roi
https://blog.hubspot.com/service/customer-retention-challenges
https://www.zendesk.com/au/blog/customer-retention/
https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/how-the-operating-model-can-unlock-the-full-power-of-customer-experience
https://www.zendesk.com/blog/customer-service-trends/
https://www.helpscout.com/blog/customer-service-trends-2023/
https://www.searchunify.com/blog/a-step-by-step-guide-for-establishing-your-customer-service-roi/
https://cxtrends.zendesk.com/
https://www.the-future-of-commerce.com/2022/12/13/customer-service-trends-2023/
https://contentsquare.com/blog/10-ecommerce-trends-transforming-cx-in-2023/
https://www.yourdigitalresource.com/post/5-ecommerce-customer-experience-trends-2023
https://blog.payoneer.com/e-sellers/industry-tips-sellers/9-ecommerce-trends-you-need-to-know-for-2023/
https://www.medallia.com/blog/how-does-customer-experience-impact-company/
https://www.qualtrics.com/experience-management/customer/improve-customer-experience/
https://www.qualtrics.com/blog/customer-service-examples/
Veliku zahvalnost dugujemo kompanijama koje su prepoznale kvalitet onoga što radimo i odlučile da nas podrže i daju nam vetar u leđa:
1. Pokrovitelj podkasta: MTS
2. Partneri podkasta:
– Projekat Srbija inovira
– OTP banka
Nova mBanking aplikacija OTP banke:
Google play: https://play.google.com/store/apps/details?id=eu.newfrontier.iBanking.mobile.SOG.Retail&hl=en
App Store: https://apps.apple.com/app/soge-m-bank/id803935073?ls=1
– kompanija Mastercard
– Ananas
– kompanija Idea
U Ideinoj online prodavnici unesite promo kod 1000digitalk i očekuje vas 1000 dinara popusta prilikom vaše online kupovine!
3. Prijatelj podkasta:
– Izdavačka kuća Finesa
U ovoj epizodi podelićemo dve knjige ‘’Pravilo 10x’’ izdavačke kuće Finesa onima koji budu najbrži i najkreativniji sa komentarima, a možete nam slobodno pisati i na info@digitalk.rs i direktno nam uputiti komentar, sugestiju ili primedbu.
Takođe, svi oni koji na Finesinom websajtu poruče knjige i unesu promo kod digitalk dobiće 10% popusta na već snižene cene izdanja na sajtu: https://www.finesa.edu.rs/
