Tag Archives: customer expectations

The Components of Personalized Marketing: From A to Z

19 Dec

As we have noted before, customer personalization is an important tactic for marketers — both online and offline.

Recently, Neustar (a data-driven intelligence firm) published an interesting report on personalized marketing:

“Customers expect it. Technology enables it. Brands who can deliver it are generating huge increases in ROI. Personalization has gone way beyond simply adding a customer’s name to a communication. Customers increasingly expect highly relevant content in the right channel at the right time, whether they’re on a brand’s Web site, a social network, or in their E-mail inbox. For brands, delivering this one-to-one experience at scale – to thousands, or hundreds of thousands of prospects and current customers – requires leveraging sophisticated data sets, processes, and platforms.”

“It’s no surprise that many marketers are struggling. In a recent survey by Digiday and Neustar of 100 digital media and marketing executives, more than half (53%) reported ‘always’ or ‘often’ struggling to personalize their marketing at scale. Marketers know they need to make their marketing personal, but aren’t sure how to do it at a scale that makes it cost-efficient. The challenges include data quality, difficulty of activation across online and offline channels, and a lack of understanding of the components of the process. [Our] A–Z deals with the latter.”

Click the image to download Neustar’s report.
 

 

Will New Calorie Labeling Rules Affect Consumer Behavior?

16 Dec

Here’s a question for you as a consumer: Do food calorie counts affect your behavior? Why or why not?

Here’s a question for you as a food marketer:  Do you support calorie counts on restaurant menus and for vending machine food? Why or why not?

Well, next year, new Food and Drug Administration rules on calorie counts will go into effect. As reported by the NY Times:

“Now it’s official. Starting next November, menus in many places where Americans eat — like chain restaurants and some movie theaters, convenience stores, and amusement parks — will have to list calories. Consumer health advocates were jubilant when the Food and Drug Administration announced the new policy. Many had fought for the rule for more than a decade, believing it would be a major weapon in the fight against obesity.”

“But will it? The evidence on whether menu labeling works — either to move the national needle on obesity, or to reduce the number of calories an individual consumes after looking at a menu — is pretty skimpy, in part because the practice hasn’t been around that long.”

Click the image to read a lot more.

 

“Calorie information, like this at a Starbucks in New York City, will become a more common sight in the future.” Photo Credit: Mario Tama/Getty Images


 

2014 Customer Champions

9 Dec

1to1 Media recently released its 2014 Customer Champions report. This is how it defines customer champion:

“Behind every successful enterprise-wide customer strategy is an individual who tirelessly evangelizes the customer cause, who reminds employees that customers are the business, who understands how to transform loyalty into profit, and whose efforts both command attention and garner real results. I am a Customer Champion.”

“Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights individuals responsible for game-changing customer-focused strategies — a truly unique event that honors the leaders who create innovative change in their organizations. The awards program now includes a group of more than 130 distinguished leaders representing household name brands. From sweeping voice-of-the-customer initiatives and data analysis strategies to employee engagement and omnichannel initiatives, this year’s 12 winners are the creative disruptors in their firm who play a critical role in advancing their organizations’ customer strategies.”

These are the 2014 winners:

  • Annamarie Bermundo, AVP, CRM and digital platform development at L’Oreal Paris USA, “offers customers digital, interactive platforms that enable each individual to experience the brand before completing the sale, improving both loyalty and trust.”
  • Anna DiGregorio, Marketing Director at Marketplace Philadelphia Management, “implemented training programs and gamification features to streamline services at Philadelphia International Airport.”
  • Kyle Groff, JetBlue’s manager of customer insights, “harnesses customer insights to improve travelers’ experiences.”
  • Deepak Khandelwal, Google’s vice-president of global customer experience, “champions convenience and positive experiences for a global customer base.”
  • Mike Lester, president of The Melting Pot, “inspires employees to pursue the ‘Perfect Night Out’ standard by serving customers on an individualized level in any capacity possible.”
  •  Jim McCann, 1-800-Flowers.com’s CEO, “commits to conversations with satisfied and dissatisfied customers.”
  • Eric McKirdy, manager, global customer care and the face of Ask.com’s customer service team, “is leading the company’s efforts to rebuild its customer service strategy.”
  • Tom Mueller, ADP’s vice-president of client experience, “makes data meaningful by mapping the customer’s journey.”
  • Glenn Schleicher, Cisco’s director of the Smart Web Technology Group, “makes sure the company’s self-service technologies are designed to meet customers’ needs and expectations.”
  • Gregg Tilston, global social media leader at Flight Centre Travel Group, “empowers employees with the social playbook and creative freedom necessary to exceed consumer expectations and cultivate true fans.”
  • Gavin Woody, vice-president, operations at A Place for Mom, “quantifies the customer experience by providing agents with the tools and knowledge required for quality customer service.”
  • John Wompey, vice-president of operations at Foot Locker, “uses voice of the customer data to uncover truths that drive companywide innovation and employee success.”

Click the image to access 1to1 Media’s full report, with profiles of each winner.

 

 

Do YOU Have a Strong Twitter Feed?

6 Dec

In terms of audience size Twitter and use, Twitter is still booming. According to the firm:

  • It has about 284 million monthly active users.
  • There  are 500 million Tweets sent each day.
  • 80% of Twitter active users use it on mobile devices.
  • There than three-quarters of Twitter accounts are outside the United States.
  • More than 35 languages are supported.

Given these data, it is imperative for businesses to have well-conceived, active Twitter accounts. Sprout Social has put together a nice infographic that offers: “Tips for creating and maintaining a well-balanced brand on Twitter — one with an integrated mix of curated content, personality, and engagement.”

Take a look.
 

 

Don’t Have Bad Content on Social Media

5 Dec

Of course, not all social media content is great — or even good. But some B-to-C and B-2-B companies write especially weak social media content.

As Nicole Karlis reports for the Scripted blog:

“Many marketers are turning to content marketing to increase brand awareness, search rankings, boost leads and more — but there’s a dark side that many neglect to talk about. As content marketing continues to increase in popularity in every industry, more marketers are focusing on the value it can bring to the table. It’s true, content marketing is a great way to reach a new audience, generate brand awareness, educate consumers and more — but it also can be very detrimental to a marketing strategy, especially if it isn’t done the right way.”

“In the following infographic, we decided to focus on the part of content marketing that marketers are often hesitant to talk about: the dark side. Scroll through below to learn more about the dark side of content marketing, in addition to advice on how to avoid becoming one of these scary statistics.”

[Note: Scroll to the bottom of this post for some resources on content marketing.]

 

Resources from Nicole Karlis:

 

Sprout Social Media Index

3 Dec

There is a lot of discussion about how companies should/can rate the effectiveness of social media. One interesting assessment is the Sprout Social Index.

As reported by Douglass Karr for Marketing Technology Blog:

“5 out of every 6 requests made by consumers on social media to a business go unanswered. Businesses continue to make the terrible mistake of utilizing social media as a broadcast medium rather than recognizing its impact as a communication medium. Long ago, companies recognized the importance of managing inbound calls since customer satisfaction is directly attributable to retention and increased customer value.”

“The volume of social media requests have increased 77% year over year. But the response has only been a 5% increase by businesses. That’s a huge gap! Why aren’t social requests getting the same attention? My guess is that consumers don’t expect a response as they do via phone so they’re not getting as upset as they do when sitting on a call that goes unanswered. But the opportunity for businesses to truly make a social impact is huge in most industries… especially knowing that your competitors aren’t responsive!”

“The Sprout Social Index is a report compiled and released by Sprout Social. All referenced data is based on 18,057 public social profiles (9,106 Facebook; 8,951 Twitter) of continually active accounts between Q1 2013 and Q2 2014. More than 160 million messages sent during that time were analyzed for the purposes of this report.”

 Check out the Sprout infographic.

 

 

Will Chitter Make It?

2 Dec

Chitter is “an app that rewards you with free offers and special discounts for doing something you already do: posting photos to your social media! Available now, use Chitter to discover new local businesses and local hot spots, and get rewarded for using it! Sign up to stay updated with all things Chitter.”

According to Marketing Tech Blog:

“Chitter is a location-based discovery app available on Android and iOS. By sharing photos, your customer now markets and promotes your products, services, and experiences for you. This can dramatically increase your reach and visibility on social media, decrease new customer acquisition costs, and increase customer retention.”

“Chitter is free for businesses to sign up and and only takes a few minutes to set up. You’re free to upload as many Chits as you’d like to be visible on your business or organizations Chitter display results on the mobile app. Chitter does have premium features that make the offers indexed by search engines, acquire user E-mail addresses, and observe analytics of your customers’ demographics.”

 

 

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