Tag Archives: customer satisfaction

Customer Journey Mapping in a Digital Age

19 Nov

As we have noted before, consumers follow a much different purchasing path than in the past. Millions of U.S. shoppers are “multi-channel,” because they shop in stores, online, and via smartphones.

Knowledge@Wharton and Dell recently collaborated on research about the changes in the shopping process and how to handle them:

“Digital transformation goes deeper than simply improving the customer experience. It is also increasingly used to transform business processes and interactions within a company to keep it relevant in the digital age. ‘Typically, digital is associated only with providing a superior customer experience. But digital can also help create new business models, drive operational excellence, and enhance employee engagement,’ says Raman Sapra, global head of Dell‘s digital business services unit.”


Click the image to access “Customer Journey Mapping Is at the Heart of Digital Transformation.”


Be a Smart Customer: 2015 Holiday Shopping Tips

13 Nov

Every year, I offer a list of holiday shopping tips intended to help shoppers avoid overspending their budgets. Since the holiday season starts earlier and earlier each year, I’m moving up my tips post. According to the National Retail Federation, the holiday season actually started in October.

So, here are my 2015 shopping tips as a checklist [Click the list to see a larger version.]:

2015 Shopping Tips


Innovation in Action: The Dinner Lab

9 Nov

The Dinner Lab has turned dining out into a very unique and fun occasion. It is “a place to discover what’s possible. Our nomadic dining experience invites members to try new recipes from rotating chefs and give feedback. The dinners are held in unique spaces that exist for only 24 hours, the company is diverse and adventurous and the chefs come from some of the world’s best restaurants.”

Today, Dinner Lab operates in more than 30 cities throughout the United States. Click here to see if your city is served. Following is a chart from the company’s Web site explaining how it works. [Click on the chart to access a larger version.] After the chart, there is a video by the New Yorker.


Dinner Lab 1


What Are Our Favorite Snacks?

8 Oct

With all the media and healthcare community emphasis on healthy eating, how are we doing? For instance, have we turned to healthier snacks?

According to recent research by Nielsen:

“Hungry? The average person reaches for 12 different kinds of snacks in any given month. Why do we snack? That depends on any number of reasons — reasons that differ by gender, generation, and income level.”

“Traditionally indulgent, easy-to-consume snacking staples like chocolate, crackers, ice cream, cookies, and chips dominated sales during the 52-weeks ending June 27, 2015, but the pace of growth is slowing. While sensibly indulgent products with built-in portion control, such as mini pies and mini brownies, have grown by double digits, healthier alternatives have joined the ranks of the most lucrative snacking products. Greek yogurt, fresh cut fruit, and deli dips, such as hummus, combined for more than $6 billion in sales during the 52-weeks ending June 27, 2015. With a combined growth rate of 8.4% over the prior year, it’s clear that consumers are finding ways to satisfy their snacking needs with healthy alternatives.”

Click the chart to learn more from Nielsen.


Appealing to the Luxury Shopper

2 Oct

This television interview of Hofstra University’s Distinguished Professor Joel Evans (of the Zarb School of Business) very recently appeared on Fios1’s Money & Main$treet. The interview was conducted by host Giovanna Drpic. It deals with the luxury market, especially on Long Island, NY. There are many tips and graphics.


Small Firms Need Bootstrap Marketing

7 Aug

Bootstrap marketing is another term for guerrilla marketing, a small-firm approach to competing in the marketplace.

As Brandon T. Luong, founder of Guanxi Innovations,  defines it: Bootstrap marketing involves a “tactical marketing plan giving the maximum ROI (Return on Investment) at the lowest cost while aligning with the brand’s goals.”

Take a look at Luong’s slideshow on bootstrap marketing.



Small Business Social Media Trends

4 Aug

Interested in seeing how small businesses use social media to generate sales? Curious about which social media platforms are working well for small firms?

For its seventh annual Social Media Marketing Industry Report, Social Media Examiner surveyed 3,720 marketers, business owners, and solopreneurs from the United States and overseas, to uncover various trends. Here are 12 of the most important trends:

  1. Social Media Critical for Small Business — “96% of survey participants use social media marketing, and 92% of those agree or strongly agree with the phrase, ‘Social media marketing is important for my business.'”
  2. Facebook Dominates Small Business Social Media Marketing — “The majority of respondents carry out social media marketing on Facebook. 93% use Facebook, ahead of Twitter at 79%.”
  3. B2B Small Businesses Use Social Differently Than B2C — “Breaking down Social Media Marketing Industry Report averages is useful. B2B respondents for this survey report that LinkedIn is their number-one choice for social networking.”
  4. Most Small Business Marketers Don’t Know if Facebook Efforts Are Working — “Despite the fact that 92% of small businesses agree that social media is important for their business AND that the majority use Facebook for their social media marketing, most also report that they don’t know whether their Facebook outreach is ‘working.’”
  5. Small Businesses Plan to Expand Facebook Activities This Year — “The Social Media Marketing Industry Report also found that, again, despite the cloudiness surrounding Facebook’s effectiveness, 62% plan to increase activities on it.”
  6. Most Small Businesses Spend 6 Hours or More Weekly on Social Media — “Because of the crush of responsibilities they have, small business owners worry about the time it takes to keep an audience engaged on social channels. Tools like Hootsuite and Post Planner cut down on time spent, but social media marketing still requires significant time.”
  7. Small Businesses Identify Increased Exposure as Social’s Top Benefit — “Even though ‘increased exposure’ is more difficult to measure than a metric like traffic or bounce rate, marketers and small business owners rank it the number-one benefit of marketing on social media.”
  8. Increased Traffic to Website Is Number-Two Benefit of Social Marketing — “77% of the survey respondents have appreciated the traffic that comes to their sites via social referral (clicking from Facebook or LinkedIn to the website for a blog post or landing page offer). Google Analytics and other tools make getting this data possible, even easy.”
  9. Social Media Cuts Marketing Expenses for Small Businesses — “Early on, social media developed the reputation of reaching audiences at a low price.”
  10. Small Business Direct Social Sales Rise Over Time — “More than half of marketers who have been using social media for more than 2 years report their channels helped them improve sales. Seventy percent of those with a 5-year social media marketing investment report it helps improve sales.”
  11. Facebook Dominates Social Media Paid Ads — “The low cost associated with social media ads is just one aspect that appeals to small businesses. The ability to target ads to a narrow geographic (down to the zip code) and demographic market provides another.”
  12. Types of Social Media Content — “Blogging and visual assets nearly tied at 70% and 71% respectively. The self-employed depend on blogging, with 79% of that faction reporting they blog. At this time, just 10% of marketers use podcasting, but some speculate that podcasting could be an opportunity. Requiring higher budgets and more technology, video content finishes third.”


Click the image to read more.



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