Tag Archives: customer satisfaction

Are Marketers Story Tellers Or Scientists?

15 Apr

This is any interesting question, as there are three possible answers: both (the most widely held view), story tellers, or scientists.

With this in mind, check out the YouTube video below by IDG Knowledge Hub:

“According to this 2014 Tech Marketing Priorities study by IDG Research, a successful marketer needs to be the proper balance of storyteller and data scientist. This is a challenge media companies can assist with on several fronts through the design of custom marketing programs to fuel the ‘storytelling’ … to help with the ‘science’ of designing and managing data-driven marketing strategies. This IDG Research survey was conducted of global senior tech marketing leaders providing insights into key marketing priorities for 2015 and beyond.”

 

 

Millennials Move Over (a Little): Gen Z Coming of Age

14 Apr

As Wikipedia reports: “Generation Z refers to the cohort of people born after the Millennial Generation. There is no agreement on the name or exact range of birth dates. Some sources start this generation at the mid or late 1990s or from the mid 2000s to the present day.”

According to JWT Intelligence:

“After years of Millennial obsession, Gen Z is emerging as a welcome new focus for brands, researchers, and marketers. ‘Finally,’ is the resounding sentiment. ‘Something new to talk about!’ i-D magazine has launchedhow generation z will change the world,” a series of articles, photos, and calls to arms. Meanwhile, Dazed & Confused’s new cover features Game of Thrones star Maisie Williams musing on what it’s like to be a teenager. The New York Times recently ran a feature called ‘Make Way for Generation Z.’ In timely fashion, Larry Clark, director of the jarring 1995 movie Kids, has introduced a new equally uncomfortable portrait, this time of Parisian youth, in his latest movie The Smell of Us.”

It helps that the group, aged roughly 12-19 years old, is refreshingly different from its Selfie-loving Millennial predecessors. Gen Z, born circa the late ’90s, is the first truly digital native generation — they were practically born with technology in their hands and are constantly connected to the people and content that matter to them.”

Click the image to read more from JWT Intelligence.
 

 

Great Service: Be Fast, Friendly, and Helpful

6 Apr

StellaService is a relatively new firm that measures the quality of customer service provided by online retailers.

According to the company:

Dedicated to helping consumers make more informed online shopping decisions, StellaService is the first and only independent provider of customer service ratings for online retailers. Using its proprietary, rigorous evaluation system, StellaService rates thousands of retailers each year across a broad array of criteria, including usability and online tools, shipping and returns, and customer support. To maintain its independence and objectivity, StellaService pays for all products it purchases and relies on its staff of trained, full-time customer experience analysts to test the companies it evaluates. Based in New York City, the company also publishes reports and other research to help companies worldwide improve their service operations.”

Here’s a short video about customer service and StellaService.

 

StellaService: Be Fast, Friendly and Helpful from StellaService on Vimeo.

 

Social Media Posts and Interaction: A HubSpot Study

28 Mar

How well do industries do in their social media engagement? Is the frequency of posting related to the level of audience participation? HubSpot recently conducted a research study on this (“2015 Social Media Benchmarks Report”). The full 49-page report may be accessed for FREE by filling out a simple form. THE RESULTS MAY SURPRISE YOU!!

As summarized by Ayaz Nanji, writing for MarketingProfs:

“Businesses that post more often to social media do not necessarily generate more engagement per post, according to a recent report from HubSpot. The report was based on HubSpot social media data for 7,000+ businesses in nine industries (real estate, healthcare, hardware, nonprofit/education, manufacturing, business/financial services, consumer goods/retail/E-commerce, marketing services, and software/technology).”

“There is no positive correlation with industries that publish more social media posts per week and interactions per post, the analysis found; in fact, there’s a very slight negative correlation. Businesses in the two industries that post the least (consumer goods/retail/E-commerce and manufacturing) have two of the highest interaction per post averages, whereas companies in the industry that posts the most (real estate) have the lowest number of interactions per post on average.”

Take a look at these three charts from HubSpot. Click them to read more at MarketingProfs.
 

 

 

 

The State of Wearable Technology

27 Mar

To date, the current popularity of wearable technology seems to be more of a company and media public relations campaign than based on actual sales revenues. In many cases, firms have not met their sales goals for the latest in wearable technology; and consumer interest is far less than expected. This is in some part due to consumers questioning whether they really need wearable technology when they have the most-advanced smartphones which are capable of doing so much.

Although some firms have succeeded with their wearable technology, Google has virtually withdrawn Google Glass from the marketplace. So, it will be interesting to see how Apple fares when it introduces its high-tech watch next month.


 
Take a look at the following infographic on wearable technology to see how far we have come in the last five-plus decades. The infographic is by Mashable.
 

 

A Fun Quiz: What Is YOUR Shopping Personality?

26 Mar

Do you like/love to shop — or hate to shop? Do you spend time comparison shopping — or buy whatever is readily available? Are you an impulse shopper drawn to sales and special displays — or a careful planner who sticks to a shopping list? Your answers to these and other questions help determine your “shopping personality.”

Inquire.net has put together a fun quiz to determine your shopping quiz. It is somewhat tongue in cheek!!

Click the image to access the quiz. You will get feedback if you complete the quiz and click “submit.”
 

 

How Should Companies Respond to Tweets on Twitter?

25 Mar

With the growing popularity of Twitter as a business communications platform, companies have various decisions to make — including these: Does every tweet mentioning the firm’s name require a response? How should firms respond to positive tweets? To negative tweets? How fast should a firm post its response to a tweet?

LeadSift (“Our technology sifts through massive amounts of social data so brands can easily identify customers and engage with them in context.”) recently conducted an important research project on these topics:

“Is it better to answer an irate customer on Twitter, or take the conversation to E-mail? Should you include happy faces in your tweets, or keep them professional? There is no end to the questions that businesses have when developing their Twitter engagement strategy, so we decided to help. LeadSift examined over 10,000 randomly selected interactions from brands and small and medium-sized businesses on the LeadSift platform to see what works, and what doesn’t, when engaging with customers. Take a look at the following infographic for 10 research-backed ways to improve your Twitter customer engagement.”

And click the infographic to read a lot more.
 

 

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