Friday, January 30, 2009
Thursday, January 29, 2009
Phil Fernandez, president and CEO at Marketo, had this to say about the new online community:
"Our new social customer success community is yet another example of our innovation in all aspects of the customer experience. The community portal not only provides 24x7 support and best practices information, but also provides a forum for ongoing communication between Marketo, our growing user base, and our partners. Today's customers are no longer satisfied with static support solutions, and our new community-based portal is a great way for customers to get and share all the information they need to be successful."
The dedicated consumers of this market are willing to scale back on other products to maintain a green lifestyle.
What other industries do you see like this one? What other markets sales are remaining consistent throughout this recession? Why are they appealing to consumers?
Wednesday, January 28, 2009
What do you think? Have you used these outlets for your market research?
Senior Conference Producer NACCM's Customer's 1st
Tuesday, January 27, 2009
- Encourage your followers to retweet your links.
- Fill out the bio section on your page, people want to know you.
- Put links to your twitter profile everywhere on the web.
- Tweet about things that you are passionate about, and #hash tag them.
- Broadcast your twitter account in the physical world, ex: business cards, presentations, podcasts, etc.
- Take lots of pictures because they are heavily tweeted and retweeted.
- Start contests to get you in the number one spot.
- Follow top twitter users and see what they tweet about, this can give you some ideas.
- Reply to/get involved in #hash tag memes.
- Track your results to see how well your profile has grown.
"I just think with the confusion in the marketplace, it gives an opportunity for people to come in and actually get information for their health care plan."
Do you think that with the current economic situation we will be seeing more personal face-to-face customer service interactions?
Watch the archived webinar
Monday, January 26, 2009
This type of customer care is new to the health insurance industry. Do you think this will catch on beyond Blue Cross Blue Shield?
Friday, January 23, 2009
Thursday, January 22, 2009
Virgin teamed up with Convergys to launch a customer care and billing system to improve customer service. Riki Allon, senior vice president and general manager for Convergys in EMEA mentioned:
"With ICOMS in place, Virgin Media can now execute more innovative product launches across the entirety of its customer base and reduce time to market to maintain its competitive advantage."
What companies have you partnered with to improve on customer service?
In this first full day of the Obama administration, I have been thinking about the lessons we can take away from his masterful campaign. There are probably hundreds of them, but a few seem to me to be particularly relevant for marketers:
- Listen before you talk.
- Make each and every person feel that they matter to you.
- Stay in touch with your supporters. Honor their loyalty and safeguard their trust.
- Treat your supporters with respect, regardless of how much they contribute financially.
- Tell the truth. If you can't do something, admit it. If you make a mistake, admit it.
- Be consistent. Know who you are. Convey your message simply and stick to it.
- Reach out to your competitor's supporters but respect their right to make another choice.
- Do not speak ill of your competitors. Point out differences but without malice.
- Represent values people admire and want to adopt.
- Build a team of smart and committed people who believe in what they are promoting.
You can probably think of many other lessons. These are the ones that occur to me today. Here's hoping and praying that this day marks a turning point in our country, and we can look towards the future with optimism and courage.
Wednesday, January 21, 2009
1. Smart Phones
2. Video games and Consoles
3. Gym Memberships
4. Personal Care
5. Toy Building Sets
6. Car Maintenance
7. Dress Casual Shoes
9. Movie Tickets
Does anything on this list surprise you?
Hear the podcast report here.
She talks in-depth about it in this podcast.
Tuesday, January 20, 2009
"Chat up your friends and family."
Take polls and tweet about topics that relate to the market you are trying to understand. You must stimulate conversation and be interactive in order to achieve results.
“Talk to strangers."
Find people in your target that you do not know and shoot them a question.
"Immerse yourself in popular culture."
Take a notepad with you and jot down any gems you come across in Twitter.
"Divine the answer."
Follow the trends and techniques of competitors, which is rather simple to do with Twitter.
"Check the polls."
Use the search engine to track new tweeps to follow.
Are you using any of these tips for market research in your company?
1. Having a deep understanding of customer needs (based on customer jobs and outcomes)
2. Mass customisation of products, services & experiences
3. Dynamically reconfigurable delivery system
4. Lean business support systems
5. Customer value management across the customer portfolio
* * * * *
What lies ahead for enterprise customer communities in 2009? I’ve spent the last eight weeks talking to our customers about their plans for the new year, and here are the common themes:
Return: The economic downtown didn’t create the need for return on investment from communities, but it has certainly made the need more urgent. Few companies are abandoning their hard-to-ROI efforts, but every company I spoke to talked about the need to quantify what can be quantified – and to justify any new spend with projected cost savings or revenue increases.
Success: The days of a “success neutral” approach to social media or community will end this year. Companies are asking for ways to measure success – not just in dollars, but in the breadth and depth of impact to their customer base. What that means is that engaging a hundred or a thousand people out of a customer base of thousands or millions won’t be enough. Good benchmarks will be important to this effort.
Integration: Today, social media efforts are often siloed in different locations on company websites. Customers are asked to register once to comment on a blog, again to submit an idea, and again to participate on a forum. Needless to say, these databases are rarely integrated with a customer database that contains transaction data, or prospect databases that track leads. Single sign-on (SSO) efforts abound – those that don’t have them will get them this year.
Flexibility: Companies want more control over how the social media efforts on their web sites are presented to customers. More companies are talking about using APIs to create an experience for users that is distinctive and more “Web 2.0.” Yet there is little awareness of the impact these changes will have on participation, conversion, and customer satisfaction. Look for companies who don’t get good guidance to “take some lumps” in 2009 in this area (not our customers, of course!).
Enthusiasm: In 2008, more than 70% of our customers had community efforts that were two years old or less – which is probably representative of enterprise communities in general. But the number of companies entering the “mature” phase of their community efforts grows every year. These communities have a different set of problems and opportunities than young communities. Flattening growth curves make it harder to assess community health, so new ways of measuring them are needed. On the opportunity side, internal stakeholders are looking at mature communities and asking “what’s next?” One big trend is taking well-functioning support forums and moving them up the curve toward greater enthusiasm and engagement. We’ll hear more about “superusers,” “enthusiasts,” and “Influencers” this year as a result.
Every company has a host of other priorities this year, but those are the themes that unite them. I’m looking forward to sharing more on these topics in my presentation at Community 2.0 in May. See you then!
Monday, January 19, 2009
Has your company joined the revolution?
There are collaboration tools galore- some that have achieved fame as the collective noun- “social network”. Some others including the social network form what has come to be known as the “social media”
Wait. Before you think this going to be a shpeel on social media and its importance (It IS important though) let me declare otherwise now.
What I do want to highlight though, is the fact that today the web is full of collaborative tools that could be used by businesses in a variety of ways- some that encourage connect-ability and yet others that thrive on rationalizing the wisdom of crowds.
There are comparison and review sites that attempt to give rational advice- say on specifications and even price points. And then there are blogs and other engagement tools that people so freely use to express, discuss and activate about a subject. Not only this, the collaborative web today can even get inside the mind of people- when people speak their minds in the high reach and safe anonymity of the web.
The great things about these tools is that they can be manipulated by companies in a myriad of ways to not only to connect and collaborate, but also listen to what the market is saying about them. It can help them get some of those elusive customer insights for which they spend hundreds of thousands of dollars and still feel, well…somewhat blank.
To establish context, I showcased one such popular tool- called BrandTags on chasingthestorm.com recently. It is a collaborative experiment to assess people’s perception of brands- what’s the first thing that comes to their mind when they think of the brand. Something that the ad guys are quite used to doing while planning communication strategies (unaided recall or brand personification type studies)
To show that it can be used a little beyond frivolous interpretation (though it has quite a following), I conducted a basic perception audit. I chose some top computer brands and analyzed the outputs from the tool.
I plotted top 30 tags that the crowds cumulatively attributed to the brand and divided them into positive, negative and neutral mentions. The ones that referred to a brand name or a product were categorized neutral. Ones with positive or negative connotations were then labelled similarly. It was not as easy as it sounded though- how do you classify “cheap” for example? And how do you classify “India” or “China” as tags? Remember these are largely ‘western’ perspectives (I classified countries as neutral though).
When I published the first post, I wanted micro analysis done. I had many brands and models in the consideration set- but soon realized that (A) the tool was not meant to be micro enough to give model specific response (B) Fewer (top) brands analysis will do just fine- to showcase the kind of inferences that could be drawn.
Now, as you read the analysis post, you will realize that the insights are far from scientific and do not offer detailed insights. But the fact is- when you use more such tools together, it is then that they have the potential to deliver more insights. A simple example could be combining this tool with a tool that collates Net Promoter Score- leveraging the Crowd wisdom.
I also mention that listening and leveraging the collaborative tools can help brands develop engagement strategies best suited to engage their stakeholders.
See the analysis of brands like HP, Dell, Lenovo, Acer and Apple. Some astonishing results and some others that you’d probably be expecting anyways. Tell me what you think about them. What are the other ways in which this can be used? Any other similar tools that you have come across? I’d love to know, experiment and spread.
Happy New Year to all readers.
With so much going on in "online social networking", I find it difficult to know just where to spend my time online. It's one more thing that has been added to my list as a B2B marketing tool.
So, I found this article in the NYTimes helpful. It gave a perspective on the sites that will most likely have staying power in the months to come. Although the audience was meant for IT professionals, I found it applicable as a market researcher, or anyone who wants to keep up with the latest business trends.
Carolyn Duffy Marson, Network World, IDG wrote the article on December 31, 2008, titled: "Nine Web sites IT pros should master in 2009."
She claims: "Master these Web sites, and you’ll prove you can innovate during the most trying economic times. And you’ll do it more efficiently than your 20-something employees, who waste too much time chasing the new, new thing on the Internet that may not survive the downturn."
Top of the list was LinkedIn while Facebook was discounted. If you're interested in seeing the full list, you can view it here at the NY Times site.
Friday, January 16, 2009
Image via Wikipedia
London announces social media strategy for 2012 Olympic Games
This week came the first announcements of the social media strategy that will accompany London's 2012 Olympic Games. The London Organising Committee of the Olympic Games and Paralympic Games (LOCOG) will work with the sponsors of the Games to launch a social media campaign in the run-up to the games in three years time as part of it's campaign to get younger people to get involved in both the Games and sport more generally.
They are currently negotiating the involvement of the various official sponsors, and Adidas will be the first to launch a project as part of the campaign. Their involvement will include what is called an "online sports activation project", a set of online social media activities, and presence in social networks, that will sit alongside a campaign offering free gyms to London schools and communities.
According to Alex Balfour, head of new media at LOCOG:
"The main driver for it will be around social values. It will be focused less on the people who are already active in sport or aspire to be lead sports people and more on those who have some interest but don't see the social rewards in it."
So what can we learn from this?
The announcements to date seem to be focusing on ways to engage younger audiences, through online communities and social networks. They appear to be building social media elements into their broader projects to encourage mass participation in sport and hope that this will help their drive to get young people involved.
This is undoubtedly a laudable effort. It is great to use the focus that the Olympic games provide to encourage and promote sport; and especially to motivate younger people to get involved. Social media undoubtedly has a significant role to play in any activities like this and I look forward to what I hope are well-planned and well-executed activities online. The Olympics is a big deal, and it deserves great and innovative use of social media.
Of course, I really hope that London 2012's social media strategy goes much further than what we have seen announced so far. Whilst it is great to try to engage young people in this way, I hope they will try to engage the rest of us too! As we wrote earlier this year, the Olympics should be the perfect social media event. As we wrote at the time:
From my experience with clients, the aspects that are common in successful online communities typically include:
- A shared or common interest or goal
- The subject may be broad but allows interest groups to form
- A subject people are or can be passionate about
- Enthusiasts and leaders who will help to shape the community
- An experience that is or can be inherently social, that people want to share with others
- A subject that can create strong opinions and passionate views
- Regularly changing and updated content
- Media and varying content types so different people can interact in different ways
- You can be more interested in the issues as you are in the people you are discussing them with
- An ability for the online experience to be supplemented with offline experience
A full social media strategy should look at ways to engage and involve people before, during and after the Olympic games. If Beijing this year was the first time people have been able to use social media to report on events, London in three years' time should be the first games to fully integrate social media into the Olympic experience. That's why I'm looking forward to watching LOCOG's social media strategy develop and to more elements of it being revealed. By 2012, social media will use tools we don't even have yet in ways we can't imagine. I hope London is ready to make the most of them.
The Minister of Tourism of New Zealand has told the company they are "crass at best" for trying to collect the money, and Edwin Chen, the director of the rental company, had this to say about the 'unfortunate' situation: "We feel for them. If there are things that are going to cost the company, we have no choice but to recover the costs. They should ... travel with insurance. It's not up to us as a company to pay for the costs."
What would you do in a situation like this? Travel insurance was created for emergencies. These brothers did not buy it. There's a business to run. However, your public image may decrease if you pursue the matter too closely. What would your service business do in this situation?
Thursday, January 15, 2009
His first rule:
1. Passion And Leadership Are ImperativeThe most successful brands are headed up by strong, visible and vocal leaders, who have total belief in the business, the brand, and what it represents. Such passion is inspiring and infectious; it will spread to others in the organization, who then all play their part in ensuring success.
I find to be the most inspiring, though the other 9 are pretty fantastic. This number one rule is particularly imperative for market research. Be passionate about what you're researching, find your audience and with a full voice--move forward.
Check out the list and get back to us. We'd love to hear your thoughts.
After a quick sign up process and nominal fee, you can rent your own txtme name. For example, John Smith could be contacted by "get John Smith" to rmbrme. John's contact information would be sent directly to your phone and, if applicable, his vcard could be downloaded on your mail server. The service is hoping to expand their reach by releasing an iPhone application, that makes the process even smoother.
Do you think we'll see a wave of services like this? Post here or on our LinkedIn group.
According to ZDnet.com, Salesforce.com has unveiled its Service Cloud, a customer service application that’s designed for cloud computing and plugged into conversations that occur on Google, Facebook and Amazon.
Customers can use the Service Cloud as a community on these websites and social networking sites to talk about specific products--a more 2.0 version of the message board. The goal of the Service Cloud is to "absorb information into a corporate knowledge base," i.e., find out when and what people are talking about and use that to enhance their customer service and understanding of consumers.
Also, Salesforce.com promises that Service Cloud results will be ranked near the top of Google results and multi-channel–phone, email and chat–support hosted in the cloud.
It seems that these online retailers are looking to be a "friend" with the consumers online and will try to engage the consumer about products on a candid level.
Post your thoughts on Service Cloud here or on our LinkedIn group.
Wednesday, January 14, 2009
“The days of shopping til you drop are over,” according to David Lamb, chief strategic officer at diamond giant De Beers, as stated in this post on Forbes. Lauren Sherman points out that latest market research shows us that shoppers are rethinking their shopping habits. Instead of purchasing many lower-priced trendy items like Coach bags for example, shoppers are now spending more on a single longer-lasting luxury item like a handbag from Chanel or Hermes which can run into thousands of dollars.
Many believe that 2009 will be a year for luxury brands to embrace, because the focus of products is now being shifted towards quality and dependability. What do you think?
The amount of text messages sent and received on a daily basis exceeds the total population of this planet. Astounding numbers! This is a great way to get quicker response times and avoid wasted time on approvals and chasing voicemails all day long.
Joe Trippi's career in campaign management began in 1980 when he ran Edward M. Kennedy's presidential campaign. Throughout the years, he has been behind many famous campaigns, including Barack Obama and Tony Blair's re-election to British Prime Minister.
In 2004, he ran Howard Dean's presidential campaign, and was credited for using the internet innovatively to collect small donor fund raising. With that campaign, he collected more than any democratic national campaign, with most of the contributions amounting to less than $100 each.
Read here to find out more about Obama's internet and social media campaign. Hear his interview with the National Journal here.
Joe Trippi's blog
A Conversation with Joe Trippi
Tuesday, January 13, 2009
Eckstein offers these advantages to these two services:
1. Links: Every time someone shares or bookmarks a web page an additional link to the shared/bookmarked page is created. These links are indexed by the search engines (e.g. Google and Yahoo). It is common knowledge that search ranking is weighted heavily by the number of links to every web page i.e. the more links the more ‘important’ the search engines deem the page.
2. Expanded Audience: Sharing and bookmarking services (especially sharing services) list the pages submitted to the services. Anyone visiting and searching the sharing (or bookmarking) service may be presented with a link to the original content. This translates into a greatly expanded potential audience.
Do you frequently participate in a social bookmarking service? Have you seen it increase the amount of traffic you have visiting your website?
Monday, January 12, 2009
Check out their findings on:
- Communities are a powerful way for businesses to grow
- What you must do before you select a vendor
- Over 100 vendors in this commodity market
- Therefore brands seek solution partners–not technologists
- Key findings of the 9 vendors
- Customize the Wave report to your business needs
Friday, January 9, 2009
Sony crowd-sources name for new online community
Sony this week launched a beta version of it's new online community this week at the Consumer Electronics Show in Las Vegas. The site combines company blogs with videos, photos and polls as well as allowing users to create profiles; it's a site for users to engage with Sony as a brand and as a company. They're using the site at the Show both to report on product launches but also to allow people to engage with their bloggers and content. From the perspective of launching an online community, many of the usual criteria appear to be met. The community is missing just one thing: a name.
Sony are looking to co-create the name for their online community, working with those people who are first to use and try the site both to get feedback on the content and the interactions, but also to suggest a name for the community. As their chief blogger and senior vice president of corporate communications, Rick Clancy, says:
We want to get feedback from users and also we thought it would be great to reach out to users for suggestions on a name for the site. My favorite so far is 'Sony No Baloney,' which I used for the very first blog post, but some of my colleagues disagree. Hopefully, the community members themselves can suggest something more clever.
So what can we learn from this?
There are many things right about how Sony are launching their online community. Getting the strategy and launch right can really help to maximise the chances of success, including:
- seeding the community with content and members even before the beta launch
- bringing together the ways the company interacts - making the user experience simple and not making them do work to find out where to interact
- launching alongside an event - capitalising upon the PR the event will bring and also establishing the clear relationship between the online and offline community of consumers - they are the same people after all, just engaging in different ways
- using the first members to help you finalise and develop the community
By working with these first members to co-create the name for the online community itself, Sony is allowing them to have real input into a significant part of the community member experience - what the community is actually called. There are many ways to engage community members and confer a feeling of ownership of the community too them, but I particularly like the idea of getting them to name the site. Naming conventions in society are important - those who help to name something feel ownership of and responsibility for it. By getting these first community members to work together to name the site they will create a set of people who feel responsibility for the success of the site and who want to work to make it a success.
Understanding the social dynamics at play in online communities is important, and if you capitalise upon them you can really help maximise the potential for success at launch and whilst you grow and develop your site.
Using Online Collaging to Better Engage Research Respondents – A Case Study
Thursday, January 22, 2009 2:00 PM - 3:00 PM GMT (9:00 AM - 10:00 AM EST)
Using a case study approach, BuzzBack will showcase its recent research on US and UK consumer attitudes to Sustainability and “Being Green,” and how unique interactive techniques were used to combine traditional quantitative data with new types of qualitative insights to yield new levels of understanding. Examples given will show how improved digital approaches can infuse your research and help you think about online research in a totally different way.
This approach was awarded the 2007 MRS/ASC Technology Effectiveness Award.
What you will learn by attending:
• Understand new online research techniques to gain richer, more emotional understanding of respondents’ attitudes
• See how to use the Internet can be used to change your research from the boring, click-a-radio-button survey to a respondent interaction that is much more interesting and engaging
• Review examples of research findings from recent research on US and UK consumer attitudes towards what “being green” means to them Featured Speaker Martin Oxley, Managing Director, BuzzBack Europe
Thursday, January 8, 2009
Here are eight ways Vendorseek.com suggests to use your calls as market research:
- Create different pitches for different telemarketing teams. Rather than guessing at the most effective pitch, a company can try different ideas and then concentrate on the most successful one.
- Assign different target markets to different telemarketing teams. While most brands aspire to go up-market, sometimes going down-market makes up in volume what it sacrifices in margin.
- Adjust the value proposition for different telemarketing teams. Using segmented telemarketing efforts is a good way to find out what difference it would make to adjust a price point here or credit terms there.
- Track reasons for rejection. From a sales standpoint, leads are gold and rejections are trash. However, from a bigger-picture market research standpoint, there is much to be learned from the reasons behind rejections.
- Find out who is getting the business. In the course of a telemarketing effort, a key thing to learn is who has what business. This can be valuable for competitive analysis and for targeting specific competitors in the future.
- Be sensitive to declining demand. Telemarketing callers could try to discern if rejections are based on choosing someone else, or simply on waning interest in the product or service.
- Watch out for substitution trends. Similar to the above point, be aware if there is a type of different product or service people are turning to as an alternative.
- Be alert for possible new offerings. Find out what people want, and it might help guide product development efforts.
They've initiated a new system that can tell their consumers how fresh their produce is. Since customers ordering food online can't judge the freshness of the vegetables and fruit, a new five star system allows customers to see the quality of the next days produce as judged by the managers at FreshDirect. They've also changed their packaging, eliminating Styrofoam containers for 50% of their orders, and better packing their cardboard boxes so that a box doesn't arrive with just one or two items. They've also opened up more delivery slots for most popular time slots such as Saturdays.
Fresh Direct has made it a point to focus on the needs of their customers. Have you made changes recently that your customers have responded to? What were they?
Source: Internet Retailer
He spends the majority of the article focusing on how they these tools were used to recruit for and plan the Mumbai attacks. Terrorists are using social media to their advantage, but is this any different from how they use NGOs and other fundraisers for aiding their attacks? Yes, they use these tools. But so do we, and in effect better, because the majority of operations can be focused into one social networking tool. They must spread their efforts across multiple platforms such as email, chat rooms and social communities, so they don't raise any red flags during the planning stages.
Social media may be yet another threat used by the terrorists to congregate and communicate, but it's a far greater advantage for those who are using it for other purposes. We can also monitor what's going on online, and see how the terrorists are using the online tools.
Wednesday, January 7, 2009
Hundreds of leading design and innovation experts will gather in Monte Carlo 26-28 January for a world class information exchange focused on driving innovation forward. T
Through real life case studies, they will showcase practical strategies and techniques to guide you in developing a profitable ecosystem for innovation.Attending companies include: Shell International, Volkswagen, Nokia, P&G, Swarovski, Bombardier Aerospace, BBC, Best Buy, Cadbury Schweppes, Cisco Systems, Coloplast, Eli Lilly & Company, Halliburton, IDEO, Johnson & Johnson, Microsoft, LEGO, Philips, Siemens, Nestle, Whirlpool and many more.Space is still available.
Visit http://www.linkedin.com/redirect?url=http%3A%2F%2Fwww%2Eiirusa%2Ecom%2Ffeieurope&urlhash=_Cji&_t=disc_detail_link for more information and to reserve your spot.Mention code XM2150LQA and save 15% off the onsite rate.
Feel free to pass this discount along to any colleagues who would be interested.
The Marketing Executives Networking Group (Meng) and Anderson Analytics released their Top Marketing Trends for 2009 survey this week, which found that out of 62 identifiable marketing concepts, customer retention and customer satisfaction came out on top.
As a customer service professional how do you feel this will affect your business in the coming year? We'd love to hear your thoughts. Please share with us here or on LinkedIn!
Tuesday, January 6, 2009
There is usually a lot of work involved in niche marketing research, and marketers tend to avoid doing it. I came across this post on Web Media Networks that details 3 pillars that marketers must build on when doing niche marketing research. Here they are, enjoy!
- Look for a Proven Market for the Service or Product – You must be sure before entering a niche that people are buying the product or services available. This can usually be done through research companies.
- Make sure the market is willing to pay the price of the product – You want to make sure that the market that exists for your product is willing to spend money to purchase what you are selling. You can find this information through eBay, Amazon, Google, and Forrester Research.
- Find and use the best keywords for your products – Your customers will be using keywords to find your product, and so it is imperative that you select the right keywords.
It’s no surprise that Zappos.com comes in the Becky Carroll’s list of top customer service rock stars of 2008 in her latest post in Customers Rock! Tony Hsieh, the CEO of Zappos.com once mentioned to Becky that they are a customer service company that just happens to sell shoes. Their main focus is keeping customers happy, as Becky explains when a customer service rep recommended a competitor’s website to her when they told Becky that she would not have her sandals in time for Christmas. Few companies do this, and this is what makes them stand out from the rest. Is your company focused on keeping customers happy?
Monday, January 5, 2009
As the use of email has surpassed the use of phones, so it's a great time to turn to email for your customer service. It's also something worth investing in, because good customer service is a great way to advertise. Invest in your local community, and hire locals to work the inbox. Customers will recognize the easy and quick communication and great service they'll receive. You'll also be providing jobs for your community.
What do you think? Is your customer service located locally? How have you seen this affect your business?
“We wanted to see what people thought our brand was in the marketplace,” he says. “We researched people within the organization to see what we thought our brand was and then we matched them up, and as we are rolling into a new arena in two years, we decided what we wanted to do was enhance the things that are prevalent in our brand that we liked. (Then) eliminate those that are prevalent in our brand that we didn’t like, and roll out an enhanced brand strategy as we try to market this new arena and this hockey team.”
It's important to stay in touch with your customers in hard economic times, and it is necessary for you to be engaged with all aspects of your product, including your brand, your customers and your employees. Doing market research, and staying in touch with all parties, is a great way to understand and maintain your customer base.
Through this tool, readers can join and see the profiles of other users also following the blog. It's a great way for your readers to build word of mouth marketing and drive traffic for you. It also allows users to post reviews of your blog.
Have you had a chance to add this feature to your site? What results have you seen?