Tag Archives: customer satisfaction

Meet the NEW Family — A JWT Intelligence Report

1 Oct

We know that families and households around the world have been changing for decades — in terms of demographics, lifestyles, shopping behavior, and more. Do marketers fully get all of these changes?

There is an interesting and eye-opening new report from JWT Intelligence:

“The notion of family is rapidly evolving, but many brands aren’t yet portraying the new reality of today’s families or fully speaking to their needs. Marriage is no longer a given in many parts of the world, nor are children; at the same time, gay couples are embracing these milestones as attitudes and laws change. Meanwhile, as people live longer, more are forming new families in later decades, and households are expanding to include multiple generations. On the other end of the spectrum, more people are living in households of one, forming families out of friends or even treating pets as family. This report spotlights what’s driving these trends, supporting data and examples of how marketers are responding.”

 

 

Good Versus Bad B2B Clients: An Infographic

29 Sep

Whether B2C or B2B in nature, there are both “good” and  “bad” customers. Good customers have reasonable expectations and do not seek to take advantage of their sellers (and vice versa!). Bad customers can make unreasonable demands and try to squeeze sellers so they don’t make a profit.

Geek Powered Studios, a Web design and SEO firm, offers some very insightful observations on this topic with regard to the B2B arena:

“Even though every client is different, the best-case scenario for any business partnership is one that’s beneficial for both you and the client. You get to do what you do best, so they can gain more business doing what they do best. At the end of the day, you both want their company to be successful. But that can be tough to achieve if you’re always working against each other.”

“As you take on more business, you’ll learn the needs and preferences of each client and their industry. You’re also going to meet a wide variety of client personalities – from the ones who don’t check in for weeks to the ones who micromanage your every click. There will be clients who listen to your suggestions and provide feedback, but there will be others who are never satisfied and expect to be #1 overnight. Some clients may even threaten to drop their contract and just do it themselves, but they should keep in mind that only 11% of businesses who do their own SEO in-house are satisfied with the results.”

Here’s an infographic on good versus bad B2B customers from Geek Powered Studios.
 

 

Snapchat Hits Three: Here’s an Infographic Timeline

28 Sep

It has certainly been an interesting ride for Snapchat since its September 2011 founding: “Enjoy fast and fun mobile conversation! Snap a photo or a video, add a caption, and send it to a friend. They’ll view it, laugh, and then the Snap disappears.”

Here is a detailed infographic timeline of Snapchat by DPFOC Online Marketing.
 

 

Capitalizing on the Power of Social Media Review Sites

23 Sep

We have written a lot about the power of social media — both good and bad. For example, see these recent posts: 1, 2, 3. So, what more can we do to capitalize on the power of social media review sites?

According to Paula Andruss, writing for Entrepreneur, there are six things to consider doing:

  1. Develop a detail-loaded presence. “Whether you’re initiating a new profile or ‘claiming’ one that’s already on the Web, it’s important to fill out your listing as fully and accurately as possible. To optimize your SEO, it is important to have one standard and accurate listing on every site that mentions your company; if your listing varies among sites, it may be pushed down in search results.”
  2. Read the fine print. “Michael Dash, president of New York-based CarPartKings.com, relies heavily on review sites to validate his company and let users know what to expect from his service. But after purchasing a yearly program with an industry-specific ratings site, he found that as traffic to his E-commerce business increased, so did the charges to keep the reviews coming — rising from $50 per month to $1,000. Within a day of refusing to pay the increased rate, all of his positive reviews disappeared, while the negative ones remained. ‘We learned our lesson the hard way,’ Dash says.”
  3. Accrue reviews and keep them fresh. “Establishing a listing is not enough; you need to solidify your presence by gathering as many reviews as possible. While the algorithms used to determine your company’s placement on these sites is mysterious at best, having a greater number of reviews can improve your landing results over competitors on the results page of a local search.”
  4. Avoid filter triggers. “One of the biggest frustrations with review sites is that they can (and do) filter legitimate reviews so that they may be hard to find — or even removed — based on individual site parameters. Yelp’s policy states that it will filter reviews it believes have been solicited. Yelp and other sites also commonly filter comments from people who have written only a single review; those that are too glowing, which may appear fake; and even those that are too negative, because they may have been written by a competitor.”
  5. Respond carefully to bad or false reviews. “Poor reviews can hurt, but it’s important to respond in a calm and professional manner. Factually incorrect reviews are another problem, but the complaint system to have them removed is difficult and often unsuccessful. So it may be preferable to simply continue to collect reviews so that the questionable ones are outweighed.”
  6. Invest wisely. “As long as your business is operating smoothly, consider enlisting the help of services that might make these sites work better for you. For example, Bazaarvoice Express automatically requests reviews from customers that can be posted on your site, and Moz has a tool that will standardize local listings on major aggregators for about $50 per year.”

Click the image to read the full article by Andruss.
 

 Image credit: Theispot.com/Leon Mussche

 

Cereal Continues to Lose Its Popularity

20 Sep

Are you a cereal eater these days? Did you used to be? What can marketers do today to increase your cereal consumption? :-)

As Stephanie Strom reports for the New York Times:

“Cereal consumption peaked in the mid-1990s, according to the NPD Group, a consumer research firm. Still, some 90 percent of American households report buying ready-to-eat cereal, which remains the largest category of breakfast food with some $10 billion in sales last year, according to Euromonitor, down from $13.9 billion in 2000. And the consumer research firm estimates sales will fall further this year to $9.7 billion.”

“The cereal business has been declining, as consumers reach for granola bars, yogurt, and drive-through fare in the morning. And the drop-off has accelerated lately, especially among those finicky millennials who tend to graze on healthy options — even if Cheerios and some other brands come in whole-grain varieties fortified with protein now.”

 

Click the New York Times’ chart to read more.
 
Cereal
 

Are Microsoft and Minecraft a Good Fit?

17 Sep

Mojang, the maker of the highly popular Minecraft video game, has reached an agreement to be acquired by Microsoft. The purchase price is $2.5 billion. The deal is important to both Mojang and Microsoft, the maker of Xbox.

As Mojang posted at its Web site:

“Yes, we’re being bought by Microsoft. Yes, the deal is real. Mojang is being bought by Microsoft. It was reassuring to see how many of your opinions mirrored those of the Mojangstas when we heard the news. Change is scary, and this is a big change for all of us. It’s going to be good though. Everything is going to be OK. Please remember that the future of Minecraft and you – the community – are extremely important to everyone involved. If you take one thing away from this post, let it be that. We can only share so much information right now, but we’ve decided that being as honest as possible is the best approach. We’re still working a lot of this stuff out. Mega-deals are serious business.”

And in this YouTube video, head of Xbox Phil Spencer discusses Microsoft’s acquisition of Minecraft and Microsoft’s respect and admiration for the Minecraft community.
 

 
But, when the acquisition  is completed, the hard part starts — blending the Mojang culture with that of Microsoft. As Evelyn M. Rusli and Shira Ovide write for the Wall Street Journal: 

News that Microsoft is acquir[ing] Swedish company Mojang AB up a clash of cultures between the corporate giant and Minecraft loyalists — spanning from middle-school children to video-game diehards. To many of its fans, Mojang’s antiestablishment swagger has always been part of Minecraft’s mystique. Mojang, which has only about 40 employees, is run by programmer Markus Persson, who has gained a cult following by publicly blasting big tech companies, including Microsoft, Electronic Arts, and Facebook.  Microsoft, pushing 40 and worth about $387 billion, is seen as the software industry’s Goliath.”

“Already, there are signs that a Minecraft game under Microsoft will be different. According to people with knowledge of the matter, Mr. Persson is expected to leave Mojang if Microsoft completes a deal. The company’s game-development office in Stockholm isn’t expected to move or close, a person familiar with the deal negotiations said. On online forums such as Reddit and Twitter, many players questioned whether a sale would destroy the game’s indie spirits. ‘Why pay $2.5 billion for something just to alienate all the fans?’ wrote a Reddit user who goes by the handle Joebovi.”

 
 What do YOU think?
 

In What Country Are People the Happiest? (Hint: It’s Not the U.S.)

7 Sep

The OECD (Organization for Economic Cooperation and Development) currently comprises 34 countries: Australia, Austria, Belgium, Canada, Chile, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Israel, Italy, Japan, Korea, Luxembourg, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom, United States.

The OECD regularly conducts surveys in its member countries to determine the Life Satisfaction there:

“Life satisfaction measures how people evaluate their life as a whole rather than their current feelings. It captures a reflective assessment of which life circumstances and conditions are important for subjective well-being. When asked to rate their general satisfaction with life on a scale from 0 to 10, people across the OECD gave it a 6.6 grade. Life satisfaction is not evenly shared across the OECD, however. Some countries – Estonia, Greece, Hungary, Portugal, and Turkey – have a relatively low level of overall life satisfaction, with average scores of less than 5.5. At the other end of the scale, scores were higher than 7.5 in Canada, Denmark, Norway, and Switzerland. There is little difference in life satisfaction levels between men (6.6) and women (6.7) across OECD countries. Education levels do, however, strongly influence subjective well-being. Whereas people who have only completed primary education across OECD countries have a life satisfaction level of 6.2, this score reaches 7.2 for people with tertiary education.”

According to the OECD’s most recent survey, the United States rates 17th in Life Satisfaction among the 34 countries: “In general, Americans are less satisfied with their lives than the OECD average, with 75% of people saying they have more positive experiences in an average day (feelings of rest, pride in accomplishment, enjoyment, etc.) than negative ones (pain, worry, sadness, boredom, etc.). This figure is lower than the OECD average of 76%. The top five countries in Life Satisfaction are Switzerland, Norway, Denmark, Canada, and Iceland.

Click this link, then click the “Countries” tab, and choose a country to learn more about “How’s Life” in each of the 34 countries in the OECD survey.

And for a fun interactive Web site on the “Better Life Index,” click the chart below, look at the responses in the individual countries, and enter your own answers. [Note: Click "Create your index"]

 
Better Life Index
 

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