Thursday, September 30, 2010

Making a profit from social media

Most of us don't have the ability to buy Twitter; however, we can responsibly invest in social media and see returns. Hilary Kramer of InvestorPlace.com writes that there are investing opportunities that can yield big investment gains from the social media networking world. Persons can invest in public companies that have bought some of these fast-growing social media pure plays and are building and investing themselves in related businesses and public companies that stand to benefit from the explosive rise in social media-driven traffic, ever increasing time spent online and changing online behaviors. Hilary offers 12 Social Media Stocks to ride this changing wave of consumer adoption of social media.

As more and more people not only invest their time but invest their money in social media, will we see a shift in the way social media is used? From sharing personal photos to targeted ads based on social media behavior - what's next?

Let us know what you think of investing in social media. What stocks or companies are particularly fascinating to you?

Restaurants using Twitter for customer engagement

In an effort to connect with their patrons, restaurants are turning to Twitter. Restaurants have adopted the micro-blogging platform to promote their offerings and specials; but only recently have they started using Twitter to fully engage with their customers. The Associated Press reports that chains like Chipotle and Pei Wei even have full-time social media employees. Previously corporate-sounding restaurant Twitter feeds now are filled with streams of replies directly to diners, in some cases performing nearly instantaneous customer service.

Geoff Alexander, managing partner of Wow Bao in Chicago explained his company's Twitter commitment like this: "If somebody has 1,000 followers and writes a negative Tweet about Wow Bao, then 1,000 people could think the restaurant is bad. But if Wow Bao publicly responds to that Tweet, 1,000 people may see the issue is being handled."
If you work within the restaurant or hospitality industry, have you adopted Twitter as not only a advertising platform but an engagement tool? We'd love to hear your thoughts! DM us on Twitter @customerworld 


Photo: Courtesy of Vidafine 

What are some of the societal trends in the next ten years?

In a white paper at Decision Analyst, they look at ten of the trends the see emerging from society in the next ten years:

1. The Emergence of China as the World’s Largest Economic Power
2. Global Demographic and Migration Shifts
3. Energy and Water Shortages
4. Managing our Waste/Reuse of Products
5. Lowering Education Standards/Less Skilled Thought Leaders
6. Brand Relationships Intensify
7. Short Time-Frame Transactions
8. On-demand Media Consumption
9. Extensive Expansion of Customization, Personalization, and Community Experiences
10. Youth Rules

How are these thing going to affect the market you're working with? Is there another trend you predict affecting our society today?

Wednesday, September 29, 2010

Kmart to post customer reviews on store shelves

According to Kmart's blog, the retailer will now put customer reviews directly on the shelves of their games department.

In order for the review to be displayed on shelves they must be:

* Helpful and constructive
* Unique and well-written
* Written for an audience that may be made up of non-gamers; your review will be read by gamers and non-gamers of all ages
* About a title released in the last month or so, or a more "evergreen" title (Example: Red Dead Redemption or NCAA Football 11) that will be prominently featured on store shelves for several months.
* Abide by the MyKmart terms of service
* We won't post reviews that simply say whether a game is good or bad. Reviews that describe gameplay, graphics and storyline are more likely to be featured. (This way, we can cut down on any potential abuse of our program.)

What do you think of Kmart's move to put customer reviews directly on store shelves? Will this help to improve the customer's experience while in store?

Consumers watching less live TV

Market Research World looks at how young adults are moving away from watching live TV and instead moving to online television consumption. Overall, three in five US consumers are watching programming on something other than a television, leaving only 41% of adults 18 to 34 to watch television live. The most popular alternative medium is online, but DVDs and DVRs also have similar consumption rates. These numbers will continue to grow, as the youngest generation is feeding their television viewing habits off the tube. How do you think this will change the marketing landscape of traditional TV?

Monday, September 27, 2010

Register for NACCM by this Friday and Save $100

There's still time to Save $100 off the registration fee - Register by THIS FRIDAY, October 1st.

We're so excited about the 2010 NACCM storytellers and their amazing customer initiatives, that we just couldn't wait until the event to give you a sneak peek! This week we're highlighting Gina from Best Buy (who will be taking part in the Breakfast of Champions at 9:00 on Wednesday, October 27th). For the full list of speakers, click here.

Gina Debogovich
Best Buy
Under Gina's leadership as the Senior Manager of Communities and Social Media Strategies, Best Buy has positioned itself as the leader in the technology retail space in part because the company isn't afraid to take risks with new customer support platforms.

That means making social media a priority as a customer experience tool, instead of considering it an afterthought for someone to do in their spare time.

The company's original goal for its online activities was to decrease customer support calls into the call center and reduce expenses. But new benefits soon emerged. More than 60% of forum posts are product discussions, something Gina saw as an opportunity to increase and influence customer spending. In addition, social media platforms help build retention and loyalty, and the user comments help Best Buy gain new insight into the customer experience. "Every contact is an idea", she says.

Download the brochure for full conference details.
Register Today & Save!

Customize your Experience - Mix and match sessions geared to Leadership, Company Culture & Employee Engagement or Crowdservicing & Customer Experience. View the agenda-at-a-glance for an overview of everything NACCM.

Second-to-None Customer Service! Making the conference a success for you is the goal of the entire team at NACCM. Not sure where to start? Simply the download the conference brochure and review the sessions - still have questions? Contact our event concierge, Alexandra Pagano at MyNACCM@iirusa.com

Friday, September 24, 2010

Relax! How to handle angry customers without losing your cool

Sue Shellenbarger's post on the WSJ.com blog, Work & Family outlines tips that customer service representatives can use to help keep their cool in the midst of an angry wave of customer complains. The post notes that customer service takes a heavy toll. Turnover ranges from 25% to 300% a year. Part of the problem is having to fake happiness, according to a German study. Call-center workers who were instructed to remain polite and friendly with angry, rude customers had elevated blood pressure long after ending a call, researchers found. Those allowed to react naturally and defend themselves were far less stressed.

Shellenbarger's tips include eye exercises, keeping calm, keeping a vacation photo nearby, and exercising to alleviate some of the stress from the job.

In your work, what tips help you to keep your cool while staying focused on the customer's needs?

How to Keep Your Cool in Angry Times

A Look Back at TMRE 2009: The Future of Retail by Herb Sorensen

The Market Research Event 2010 is taking place this November 8-10, 2010 in San Diego, California. Every Friday leading up to the event, we'll be recapping one session from The Market Research Event 2009.

The Future of Retail by Herb Sorensen


If you missed Herb Sorensen's presentation on on Retailing: The Return to Personal Selling, you should check out his book and blog. No one doubted his passion for the subject as he walked us through the "history of retail" before giving us his take on the "future of retail." "The need for efficiencies" he claims, is the reason the retailer/consumer relationship has evolved to where it is today. "It has always been about efficiencies and where we are today is simply because of this."

The following quote summarized his point: "One hundred years ago retailers ran their stores by watching their customers closely. Somewhere during the last hundred years, spread sheets, slotting allowances, and quarterly performane replaced the basic principles of the business." Norm Myhr, Group Vice President Sales and Promotion and Marketing, Fred Meyer.

He mentioned P&G's early "Soap Opera Ad" and Sears "Wish Book Catalogs" as examples of how we began getting consumer's attention outside of the store when it became difficult to do so inside the store.

And now, "everyone is realizing the system of communicating to consumers 'outside of the store' is not working due to the fragmentation we have" {due to MTV, facebook, etc.}

Statistics he cited include:
In 95, 3 commercials reached 80% of women 18-49
In 2000, it took 92 commercials to do the job

He concluded with how he sees the future of retail, titled: the "Amazonification" of Retail. "Because Amazon gets it, that the selling is always about the closing... Amazon understood that they had to 'close the sale fast.'" And now, "the real battle in retailing is between Wal-Mart and Amazon." So, how will we get personal selling back in the store? By "pulling the internet into the store," he claims.

Also, other tips he gave for "closing the sale" in the store included:
1. Provide only a few "Top Seller" tags in the aisle
2. Brand call out tags on packaging: "Shoppers #1 Choice"
3. To make it clear, you can only do that with 1 or 2 items

I think I'll buy the book. April

Thursday, September 23, 2010

The Explor Awards Finalists: ANZ National Bank’s Voice of Customer Platform is a Major Innovation for Customer Insight Programs

The EXPLOR Awards are back at TMRE this year! This week, we'll be taking a look at the four finalists!

Finalist #4: ANZ National Bank Ltd

Represented by: Andrew Ammundsen, Head of Customer Insight – Marketing Information, ANZ National Bank Ltd

While many companies are adopting email and online surveys to collect feedback, we have moved several steps forward, creating an automated feedback loop that connects customers with frontline staff around specific ‘moment of truth’ transactions. Through automated real-time email alerts and daily-updated dashboards, the program has empowered customer-facing staff to harness the voice of the customer to effect rapid, positive change to the customer experience. Automation has also helped generate large cost savings for the bank.

The 2010 EXPLOR Awards winner will be announced at The Market Research Event, taking place November 8-10, 2010.

Photo Source

Wednesday, September 22, 2010

The Evolution of Self-Service at Continental Airlines: Customer, UNinterrupted Spotlight

Jared Miller, Managing
Director, Self-Service & Emerging Technology


Join us for the presentation "Enhancing the Customer Experience through Seamless Self-Service Interactions: Evolution of Self-Service at Continental Airlines" with Jared Miller, Continental Airlines' Managing Director, Self-Service & Emerging Technology on Monday, October 25th at 1:4opm. This presentation is part of Customer, UNinterrputed where you will learn to develop a consistent strategy for delivery seamless service interactions across multiple channels, with a focus on self-service, online experience, and technology.

Customer, UNinterrupted

October 25, 2010
Walt Disney World Dolphin
Orlando, FL

Download the brochure
Register today!

About the presentation:
Having provided self-service options to customer for 15 years, Continental Airlines and its customers have embraced self-service technologies and processes. This session will give an overview of the evolution of self-service at Continental Airlines with specific emphasis on the multi-channel approach adopted in the past few years. In particular, the session will explore the many ways in which the various channels work together to provide a seamless experience to the customer while recognizing the unique strengths of each channel.

The Explor Awards Finalists: American Water and Digital Research, Inc.

The EXPLOR Awards are back at TMRE this year! This week, we'll be taking a look at the four finalists!

Finalist #3: American Water and Digital Research, Inc.

Tipping the Scales: How a New Research Tool Has Changed American Water’s New Business Development

Represented by: Bruno Levine, Director, Business Development,
American Water

American Water and Digital Research, Inc. have created the water industry’s first known comprehensive, fact-based business development tool, the Target Identification Program (TIP). This tool has revolutionized the business development practices in the contract services area of the water business. This is an alternative to the traditional relationship-based practices employed in this industry. Attendees will discover the challenges that were overcome to create this tool, and how this tool impacted American Water’s business development process throughout the organization, including strategic analysis, pipeline assessment, and staffing.

The 2010 EXPLOR Awards winner will be announced at The Market Research Event, taking place November 8-10, 2010.

Logos courtesy of DRI and American Water

Tuesday, September 21, 2010

Three ways to build customer loyalty and your reputation

Sue Painter of EZineMark.com writes that it is as easy as 1-2-3 to deliver great customer service that is guaranteed to increase customer loyalty and your business reputation. Painter offers an example of a shopper who is looking for batteries. After approaching the battery display, she doesn't find what she needs and then leaves the store. The potential customer spoke to no one and was not spoken to during her trip to the store. The store lost a customer and they lost the opportunity to build their reputation with her; and if the customer shares her experience, the store has lost many potential customers and sales. So what can a business do to ensure that she finds what she needs?

Painter shares three tips that drive money your way and build customer loyalty that is fierce and unwavering:

1. Carrying inventory in stock. If you are going to sell batteries, sell them fully.
2. Shorten the time it takes to make a purchase.
3. Make your item extremely easy to find.

Check out the original article for Painter's explanation of her tips.

Customer Service - 3 Ways To Win Loyalty and Build A Reputation for Customer Service

The Explor Awards Finalists: Wm. Wrigley Jr. Company and Infosurv Inc.

The EXPLOR Awards are back at TMRE this year! This week, we'll be taking a look at the four finalists!

Finalist #2: Wm. Wrigley Jr. Company and Infosurv Inc.

How Wrigley Harnessed The Wisdom of Crowds to Predict New Product Success
Represented by:
Duane Burton, Market Research, Wm. Wrigley Jr. Company
Jared Heyman, President, Infosurv Inc.


Prediction markets harness "the wisdom of crowds" to ac
curately predict outcomes of interest to market researchers -- like which new product or advertising concepts will succeed and which will fail. Learn how Wrigley used a prediction market to assign accurate probabilities of success to several product innovations. With lower cost, greater accuracy, and faster speed than traditional concept screening techniques, we believe prediction markets are poised to revolutionize the way new ideas are screened and tested.

The 2010 EXPLOR Awards winner will be announced at The Market Research Event, taking place November 8-10, 2010.

Logos courtesy of Infosurv.com and Wrigley.com

Monday, September 20, 2010

TMRE Poll: Are you satisfied with the impact of market research within your organization?

We want to hear your opinion on! Vote in this week's TMRE Poll:


Social media is working better for retention not acquisition

EMarketer.com reports that in a July 2010 study of US marketers by the Direct Marketing Association and COLLOQUY found that brand awareness was the most popular objective of social media efforts, followed by customer growth and loyalty. Even as this is their objective, the outcome has been far different. According to to the report, smaller companies may spend more on customer acquisition through social media; however, larger corporations are winning with social media by focusing on customer loyalty. Find out more about the study (and some nifty graphs) over at the EMarketer article.

How can you win with social media? Find out how 1-800-Flowers works customer engagement into their social CRM. Join Lewis Goldman, Former Chief Marketing Officer of 1-800-Flowers as he presents, "1-800-Flowers Shows Customer Engagement through Social CRM: You Can't Fake It" on Monday, October 25th at 9:40am during NACCM 2010.

About the session: What does it mean to have an engaged customer? It's more than just having Facebook fans or an online presence. It's investing in the customer experience and becoming an authentic part of the interactions. You will learn how loyalty programs can increase customer engagement and transaction frequency, turning around bad customer experiences and creating advocates, social networking and participatory commerce including Facebook, Twitter, blogging and surveys.

The Explor Awards Finalists: eBay and Invoke Solutions

The EXPLOR Awards are back at TMRE this year! This week, we'll be taking a look at the four finalists!

Finalist #1: eBay and Invoke Solutions

How eBay Used Real-time Hybrid Research to Fuel Early Stage Idea Development and Global Consensus Building

Represented by:
Mike Katz, Principal User Experience Researcher, eBay
Peter Mackey, EVP Research and BusinessDevelopment, Invoke Solutions

This session will share how eBay developed and implemented a real-time hybrid research program that unveiled insights used to develop ideas and innovation.

The 2010 EXPLOR Awards winner will be announced at The Market Research Event, taking place November 8-10, 2010.

Friday, September 17, 2010

A Look Back at TMRE 2009: Yes! Proven Ways for Market Researchers to Become More Persuasive

The Market Research Event 2010 is taking place this November 8-10, 2010 in San Diego, California. Every Friday leading up to the event, we'll be recapping one session from The Market Research Event 2009.

TMRE Keynote Session – Yes! Proven Ways for Market Researchers to Become More Persuasive




Presenter: Dr. Noah Goldstein, Professor, UCLA Anderson School of Management and Co-Author of Yes!

The session first opened up with opening remarks from the managing Director of The Market Research Event, Kim Rivielle. Kim mentioned that this event first started off 15 years ago and it has grown into a very industry encompassing event since then.

“We are here to exchange stories…sometimes best practices and sometimes worst practices.”

After her opening remarks Kim introduced the Conference Chairwoman, Kelly Styring, who is a principal at Insight Farm. She went on to officially introduce this morning’s featured speaker Dr. Noah Goldstein.

Dr. Noah Goldstein begins his presentation by stating that attendees will learn how to better persuade messaging through many scientific ways. Dr. Noah gives an example of how Tony Little recently saw much more success by changing this statement “Operators are standing by, please call now” to “If operators are busy, please call again”. The first statement leaves an impression that operators are just standing by twittering, not paying attention, and cleaning their fingernails as opposed to the second statement which leaves the impression that operators are taking phone call after phone call trying to answer questions and fill orders.

The second example explained how some studies show that up to 75% of hotel guests re-use their towels at least once if they see signs like this around the hotel. In the study, there were two different signs showed at the hotel. One sign mentioned “Help save the environment by re-using towels” and the second sign mentioned “75% of people are re-using towels”. We always heard the term follow the herd but there is a strong persuasion figure in similarity. If people see similar people re-using towels in their room then there is a strong chance that they will also follow suit,

The best communicators recognize when they are not the best communicators. How do they do this? Testimonials are key!

What is optimal is to get other people to do the persuading for you, but there are many times that you will have to do it yourself. When you don’t know people though, people question whether or not they can trust someone or believe what they say. Progressive for example, gives you quotes from their insurance company as well as many other companies. At times they do have the best quote but at other times they do not. Since implementing this innovation, Progressive has done fairly well contrary to popular belief.

“To immediately gain credibility in the eye of your audience, argue against your self interest.” (E.g mention a weakness in your case)

Common mistakes people often make is to:

- follow positive information with a negative qualifier, occasionally negating that positive information. Small weaknesses should be mentioned before your strongest qualifier in order to make up for it.
- focus on what the audience stands to gain from the opportunity they present. Companies should tell the people they are trying to persuade what they stand to lose if they don’t take the opportunity they present.

Gifts and favors are most powerful when they are:

- significant and meaningful
- personalized
- unexpected

Excellent customer service is marketing

Great article today from MediaPost's Engage: GenY blogger, Morgan Stewart. Stewart discusses a recent issue with a large cable company resulting in Stewart's decision to stop service through the company. Instead of providing excellent customer service at the beginning, the cable company only provided customer service when Stewart was ready to stop the service contract. Too little, too late. This company didn't follow the old adage that it's much better to keep a customer than to acquire a new one; the company assumed that another customer would soon follow Stewart. So what gives? Stewart writes, "On one hand, marketers' focus on acquisition makes perfect sense. Growth is the primary goal of any company -- and new customers are required in order to grow. However, there is a point of diminishing returns where acquisition efforts are simply replacing customers that have already left -- the classic leaking bucket."

Stewart goes on to discuss the larger companies with excellent customer service and by being excellent they let their loyal (and very happy) customers spread their love for the company to their friends and family. This customer service prowess leads to awesome viral marketing.

Does your company think this way? How are you using excellent customer service to market your company?


Learn more:
Customer Service IS Marketing

Thursday, September 16, 2010

Soft drink packaging market returning

In a recent article at FoodProductionDaily.com, the soft drink packaging industry for beer and soda is still facing uncertainty. The volume of consumed beverages dropped world wide .4% in 2010 after dropping 1.3% in 2009. Globally, not all markets are showing recover, Russia in particular.

While soda consumption is decreasing, so is the need for packaging. What other industries have you seen this happen to?

Call for Guest Bloggers for TMRE 2010

Earn a complimentary All-Access pass to one of the world’s largest market research events by serving as a guest-blogger. As a guest blogger at The Market Research Event, you’ll have access to the amazing visionaries, authors, academics PLUS retailers, manufacturers, industry authorities and explorers. With six track sessions, networking hours and innovative sessions – you’ll learn and have a great time and this premier event.

Responsibilities will include attending specifically assigned sessions and blogging live or same day. You must have industry experience within the market research field. In exchange for guest blogging, you will receive an all-access pass to the event $3,000+ value. Guest bloggers are responsible for their travel and lodging.

Apply today by sending your name, company, biography and links to your blog directly to TMRE Media Marketer, Jennifer Pereira. Deadline for submissions is Friday, October 15, 2010 at 12pm EST. Early submissions encouraged.

Wednesday, September 15, 2010

Join us TOMORROW for the complimentary webinar, CCOs Reveal Their Secret Killer Customer Strategies for Long-Term Profitability

Space is filling quickly for our complimentary webinar with Curtis Bingham, who is the leading authority on CCOs, having worked with more than 70 CCOs over the last decade. Curtis shares some of the most profound strategies and tactics that these elite CCOs have used to attract, retain and grow profitable, long-term customer relationships also create a powerful competitive advantage for their organizations.

Thu, September 16, 2010
2:00 PM - 3:00 PM EST
Register today:
https://www1.gotomeeting.com/register/593492816
Priority code: M2300W1Blog

Lessons shared include:

* Winning executive support for loyalty initiatives
* Creating an unstoppable customer culture—so you aren’t the only customer advocate
* Letting data tell you which customers to keep happy, and which ones to let go
* Giving more to customers counter intuitively generates MORE revenue

We hope that you join us!

Save $300 on TMRE this week only

The $300 early bird discount expires this week for TMRE 2010. This year’s agenda covers: Segmentation, Media & Measurement, Shopper Insights, Social Media & Community Research, Culture & Research Trends, Market Research Leadership & Strategy, Marketing Research & Brand Insights, Insight Driven Innovation, Data Analysis & Measurement, Business to Business Market Research, the EXPLOR Awards, The New Insights Toolbox, and more.

Click here to visit the TMRE webpage.
Click here to visit the agenda to find out more about the tracks, sessions.

Twitter's new design provides users with a simplified experience

Rolling out over the next few weeks, Twitter users will have a much more dynamic and streamlined experience on the site. Much of the new features have some start-ups, who've built applications that work alongside with Twitter a little nervous. The New York Times reports that even though 78 percent of Twitter’s unique users gain access to the service through its Web site, the site has had some major flaws. Twitter has not been able to funnel resources into redesigning the site until now, Evan Williams, Co-Founder of Twitter said, because the company has had trouble keeping up with its growth, even struggling to keep its Web site from crashing. The New York Times report goes on to say that on the new Twitter Web site, people see two panes instead of a single timeline of posts. The timeline stays in the left pane. In the right pane, they can see more information about posts — like biographies of authors, photos and videos to which posts link — and conversations that spring from a particular post. This eliminates the need to click back and forth.

If you've had the opportunity to explore the new features that Twitter offers, do you think you'll abandon TweetDeck, Hootsuite or other services?

Learn more: At Twitter, a Web Site Is Revamped and Simplified

Tuesday, September 14, 2010

Apple speeds customer service with Express Lane

Express lanes are no longer for those with less than 12 items in their shopping basket. Apple device users can now access the company's new Express Lane service if and when they have difficulties with an Apple product. The streamlined interface allows users to see their registered devices alongside any customer service complaints. Customers can stay on top of their requests and track requests that they've previously sent in to Apple.

What do you think of the new service offered by Apple? How can other companies use this functionality to streamline their customer support?

Learn more: Apple speeds up its device support site with Express Lane

Monday, September 13, 2010

Taking Client Satisfaction to the Next Level - Linkage Strategies 2010 Spotlight

Understanding the importance of acting on customer feedback and data points, key decision makers within AutoTrader.com can access client satisfaction results - in close to real time - to drive organizational changes. The goal? To help make unhappy customers happy, reward/train sales people, determine which ares of the business to invest in and which ares to conduct more research on, monitor upcoming threats and opportunities by sales regions, understand loyalty by type of products customers use, and ultimately understand what truly drives loyalty.

Join Joe Richards, Senior Manager, Research at AutoTrader.com in his presentation, "Taking Client Satisfaction to the Next Level: AutoTrader.com Drives Sales, Retains Business, and Shapes Key Company Objectives with Their Client Loyalty Program" on Tuesday, October 26th at 12:30pm during the 2010 Linkage Strategies Conference.

Engaging the customer should be focus for market research

Vision Critical recently wrote a post about customer engagement when it comes to market research. Market researchers are having to find new ways to engage their customers, as the traditional telephone market research techniques are quickly becoming irrelevant. Market research studies have started to change to realize this too. In person observation and interviews are often done in fun environments where consumers are interacting and engaging with the product.

What are you doing to ensure your customer is engaged in your market research collection process?

Harrisburg University's week without social media

Harrisburg University of Science and Technology provost Eric Darr is asking his students to do the unthinkable - go one week without social media. According to NPR, access to these popular social media tools will be blocked from campus computers through the week. This is not a disciplinary exercise, Darr says, but an academic one. At the end of the week, students will write reflective essays about their time in social media exile.

What do think think of Darr's seemingly extreme experiment? Is it simply a publicity stunt or a constructive way for students to think about the amount of time that they spend on social media?

Learn more: University Declares A Week Without Social Media

Friday, September 10, 2010

A Look Back at TMRE 2009: Martin Lindstrom: Buyology

The Market Research Event 2010 is taking place this November 8-10, 2010 in San Diego, California. Every Friday leading up to the event, we'll be recapping one session from The Market Research Event 2009.

TMRE 2009 Keynote: Martin Lindstrom: Buyology

Buyology: The Truth & Lies About Why We Buy
Martin Lindstrom, Author Buyology

Martin Lindstrom starts out by pointing out many of the irrational things we do. From taking the second magazine when purchasing one and that there is no 4th floor in the hotels here in Las Vegas. Studies show that 8 out of 10 new products fail. Until the age of 65, Americans watch 2,000,000 hours of commercials.

One of our fundamental problems is that our non-consciousness brain is making many 85% of our irrational decisions. Lindstrom is going to spend his keynote presentation discussing neuroscience. He took the concept of peoples buying behaviors and combined it with a scientific technique that looked at what people are really thinking about when they’re buying products. This is called the SST methodology.

We have various regions in the brain that can tell us what’s going on. Neuroscience tells you what goes on, not necessarily why it goes on. For this experiment, they used to methods to measure what was going on in the brain. If you look at a brain from a different angle, you’ll get different results, this is why two methods were combined. They took the show “Quizmania” and asked people around their world if they liked it. The general response was that they didn’t like it. After a brain scan, they found out that what they really thought. They looked at other shows brain scans response, like American Idol, and found out that people really liked the show. Then they looked to distribute the show worldwide.

Lindstrom also looked at why people smoke. They looked into the craving spot of the brain. Countries across the world have banned their advertising on television, in movies and on the radio. So they’ve had to find alternative ways to promote their products. They’ve started promotion in other ways, such as Marlboro and their promotion of race cars, designs of the race tracks, and a barcode on the racecar.
Lindstrom is now looking at Coca Cola, which much of the world can recognize from simply their glass bottle. After showing a promotion, Lindstrom points that rituals are created with brands. He points out Apple iPods, McDonalds . If you build a powerful brand, you don’t even need a logo.

Lindstrom then took four different brands and test their smells. A branded smell activates the same areas of the brain that a brand logo does. Kids have an amazing ability to smell different bands and identify them. Non-conscious handshakes sell the signal of a weak person. We automatically assume that, and it may not be true. Less than 1% of brands today don’t have a powerful brand. We should not forget the power of sounds, casinos installed speakers that projected the coin machines into casinos to increase those gambling.

The non-conscious mind makes decisions for us in many cases. As marketers, we need to find a way to get around this. We must understand what goes on in the human mind.

Thursday, September 9, 2010

Apple to introduce guidelines for the apps

After two years of little guidance, Apple has announced that it will introduce guidelines for Applications in its App store, as reported by the Associated Press. There are are currently over 250,000 apps available. For the past two years, the developers of these programs would submit their applications with no structure during development, leaving some with Apps that were not approved. Also, they've lifted the ban on using third-party development tools that ''translate'' code written for another platform.

This blog is co-posted with the ePharma Summit.

Tuesday, September 7, 2010

Free Webinar - The Economics of Customer Experience: New Study Reveals The Secrets

Date/Time: Thu, Sep 16, 2010 2:00 PM - 3:00 PM EDT
Register: https://www1.gotomeeting.com/register/741046393

Delivering an exceptional customer experience is key to creating differentiation and driving greater profitability. Yet, despite the obvious benefits, it can be challenging to justify investments in improving customer experience. In this session, Lior Arussy, customer experience expert and President of Strativity Group, and Justin Schuster, VP of Enterprise Products at MarketTools, will outline the economics of the customer experience model and discuss how leading organizations are driving profitability through differentiated customer experience. Mr. Arussy will also reveal for the first time the results of the 2010 Consumer Experience Study and describe the key drivers to increase profitability through customer experience.

Participants will learn:
• The results of the 2010 customer experience study
• Would customers pay more for a better experience?
• Business at growth and business at risk – understanding the financial impact
• Formula to define the economics of customer experience
• Telecom case study – The financial impact of customer experience
• Financial Services case study – Maximizing revenues from existing customers

Additionally, all webinar *attendees* will receive a copy of the 2010 Consumer Experience Study at the conclusion of the live event.

Featured Speakers
Justin Schuster, Vice President, Enterprise Products at MarketTools
Lior Arussy, President, Strativity Group

Register below
https://www1.gotomeeting.com/register/741046393

Free Webinar - The Economics of Customer Experience: New Study Reveals The Secrets

Date/Time: Thu, Sep 16, 2010 2:00 PM - 3:00 PM EDT
Register: https://www1.gotomeeting.com/register/741046393

Delivering an exceptional customer experience is key to creating differentiation and driving greater profitability. Yet, despite the obvious benefits, it can be challenging to justify investments in improving customer experience. In this session, Lior Arussy, customer experience expert and President of Strativity Group, and Justin Schuster, VP of Enterprise Products at MarketTools, will outline the economics of the customer experience model and discuss how leading organizations are driving profitability through differentiated customer experience. Mr. Arussy will also reveal for the first time the results of the 2010 Consumer Experience Study and describe the key drivers to increase profitability through customer experience.

Participants will learn:
• The results of the 2010 customer experience study
• Would customers pay more for a better experience?
• Business at growth and business at risk – understanding the financial impact
• Formula to define the economics of customer experience
• Telecom case study – The financial impact of customer experience
• Financial Services case study – Maximizing revenues from existing customers

Additionally, all webinar *attendees* will receive a copy of the 2010 Consumer Experience Study at the conclusion of the live event.

Featured Speakers
Justin Schuster, Vice President, Enterprise Products at MarketTools
Lior Arussy, President, Strativity Group

Register below
https://www1.gotomeeting.com/register/741046393

Official Call for Presenters Now Open - Social Media & Community 2.0 Strategies 2011

INDUSTRY ALERT: OFFICIAL CALL FOR PRESENTERS

The Institute for International Research (IIR) presents:
The 4th Annual Social Media & Community 2.0 Strategies Conference
April 4-6, 2011

Due to the high volume of submissions, we suggest you submit your proposal early and no later than Wednesday, September 22, 2010 to Stacy Levyn Conference Producer at slevyn@iirusa.com or 646.895.7335.

About the Event
Social Media & Community 2.0 Strategies is a unique event that focuses on the business value of social media for established brands, as well as entrepreneurial companies. It brings together community experts with lines of business leaders who are using social media strategically to drive their business.

The 2011 event will focus on the strategic, operational, organizational and measurement features of social media and the community space. It will showcase extraordinary case studies as well as introduce "what's next" and "the future of" sessions delivered conversationally through participatory formats and will focus on identifying next steps.

Event Focus & Key Themes:
• Building a Business Case for your Community
• Internal Struggles for a Community & Social Media Manager
• Creating a Brand Strategy
• Technical Execution: User Interactive Design for Core Community
• Finding & Embracing your Advocates: Loyalty Programs & Retention
• ROI & Measurement
• Operationalization of Social Media & Community
• Missed Potential
• Using Community as a Research Tool
• Legalities of Running an Online Social Network
• Building a Successful Online Strategy Overseas
• The Next Wave: Gaming, Mobile & Location

Past Speakers Include:
• Brandie Feuer, Director, Marketing & Innovation, Tropicana Las Vegas
• Christi Day, Social Media Specialist, Southwest Air
• Kellie Parker, Community Manager, SEGA of America
• Pete Dorogoff, Vice President, Digital Marketing, Travel Channel
• Winnie Hsia, Integrated Media Team, Social Media Specialist, Whole Foods
• Bonin Bough, Global Director, Digital & Social Media, PepsiCo
• David Witt, Brand Public Relations Manager, General Mills
• Heather Oldani, Director, US Communications, McDonald's
• Larry Blumenthal, Director, Social Media Strategy, Robert Wood Johnson Foundation
• Rhonda Lowry, Vice President, Social Media Technologies, Turner Broadcasting
• Martha Hayward, Director, Online Strategy, Fidelity Investments

The Audience:
Community Managers and Social Media folks, as well as those who use social media as a strategy such as innovation, market research and consumer insights, CRM, marketing and product management/R&D.

Speakers receive FREE admission to the conference as well as any pre-conference activity such as workshops or symposium.

Sponsorship & Exhibition Opportunities:
If you are interested in sponsorship or exhibit opportunities please contact Stacy Levyn.

Interested in Becoming a Media Partner or Featured Event Blogger?
Contact Roger Jarman, Senior Marketing Manager.

Call for Presenters:
For consideration, please email slevyn@iirusa.com with the following information by Wednesday, September 22, 2010.
• Proposed speaker name(s), job title(s), and company name(s)
• Contact information including address, telephone and fax numbers and e-mail
• Talk title
• The main theme you plan to address
• Summary of the presentation (3-5 sentences)
• Please indicate what is NEW about the presentation
• What the audience will gain from your presentation (please list 3-5 key “take-aways”)
• Previous conference experience
• Short bio

Due to the high volume of responses, we are unable to respond to each submission. All those selected to participate as speakers will be notified shortly after the deadline.

Thank you for your interest in the Social Media & Community 2.0 Strategies Conference. Check for updates and discussion related to the event at www.iirusa.com/socialmedia. We look forward to receiving your proposal!

Stacy Levyn
Conference Producer
Marketing & Business Strategy Division
The Institute for International Research

How do you define who is ethnographer?

Blogging Innovation recently looked at how we should define an ethnographer. It is a profession that has no discipline, it just involves watching people. But while doing this, flexibility and openness are requirements of the job. Other key initiatives include observing, listening and questioning what the ethnographer is watching until they understand what is going on.

What do you think are key traits for ethnographers?

When should extra charges be discussed with the customer?

When dealing with extra charges that may be unexpected to the customer or client, when is the best time to disclose them? Who's Your Gladys invited Rebecca Morgan to tell their readers and we'd like to share it with our Customer 1st readers as well. Morgan shares a personal story of being charged extra when she visited her doctor's office. After being miffed at the extra charges, Morgan decided to find out how customer service professionals can avoid angering their customers while still making extra charges. She writes, that common sense says that any unexpected charges should be discussed before the service is provided or the product delivered. Morgan's bottom line? If the customer is upset by the increased bill, they will be unhappy, not only with the rep but with your organization for not making sure that discussing increased charges is a standard before the service or product is provided.

We encourage you to read the post, Guest Blogger Rebecca Morgan Asks, “When Should Extra Charges Be Disclosed?” in it's entirety and share with your team.

Let us know - have you dealt with this issue in your work?

Google's music service said to launch by Christmas


This Christmas you may be able to hear your favorite Holiday tunes by downloading them from Google. Mashable reports that the giant is said to be unveiling their music download service, which may be an iTunes challenger. The service would be deeply connected to the Android mobile operating system. According to Mashable's Jolie O'Dell, "Right now, the ever-more-popular swarm of Android phones have an integration with Amazon’s MP3 store, but it’s not the best-integrated solution. If Google can perfect a music downloading system and include some of the mobile-desktop syncing features we saw at Google I/O, they just might have a killer app on their hands — one that would continue to allow Android to successfully challenge Apple’s iPhone in the mobile market, too."

What do you think of Google's supposed service? Would you leave iTunes for Google?

Friday, September 3, 2010

Reminder: Complimentary Webinar, CCOs Reveal Their Secret Killer Customer Strategies for Long-Term Profitability

Space is filling quickly for our complimentary webinar with Curtis Bingham, who is the leading authority on CCOs, having worked with more than 70 CCOs over the last decade. Curtis shares some of the most profound strategies and tactics that these elite CCOs have used to attract, retain and grow profitable, long-term customer relationships also create a powerful competitive advantage for their organizations.

Thu, September 16, 2010
2:00 PM - 3:00 PM EST
Register today:
https://www1.gotomeeting.com/register/593492816
Priority code: M2300W1Blog

Lessons shared include:
  • Winning executive support for loyalty initiatives
  • Creating an unstoppable customer culture—so you aren’t the only customer advocate
  • Letting data tell you which customers to keep happy, and which ones to let go
  • Giving more to customers counter intuitively generates MORE revenue
We hope that you join us!

A Look Back at TMRE 2009: Joan Lewis, P&G Officer, Global CMK

The Market Research Event 2010 is taking place this November 8-10, 2010 in San Diego, California. Every Friday leading up to the event, we'll be recapping one session from The Market Research Event 2009.

TMRE Keynote Presentation from Joan Lewis, P&G Officer, Global CMK

Joan Lewis' keynote presentation was great! As a researcher who strives to present complex insights in a very simple way, I appreciated her storytelling ability. She drew the audience in through three well-articulated case studies on: Pampers, Olay ProX, Secret Clinical. She described how meaningful consumer insights helped them develop and execute a very clear message and full advertising campaign.

The Pampers UNICEF case study she described resulted in this one message: 1 pack = 1 vaccine. You can see the result of this campaign here. Believe me, the video is worth the 1 minute watch time. I want to buy Pampers, and I don't need them!




And in typical P&G fashion, she concluded with a very simple, meaningful, clear message about their company belief: "We believe consumer passion brings innovation and competitive advantage."

And with a quote from their President and CEO, Bob McDonald, "Our purpose inspires us. Our values unite us. And all our innovation capabilities and culture focus us on making small but meaningful differences...every day...for the consumers who have ALWAYS been P&G's boss and our inspiration."

Thank you for your inspiration, P&G CMK April Bell

Facebook rolls out "Subscribe" feature

You'll soon be able to follow, wait, subscribe to your friends on Facebook. The new feature will enable Facebook users to follow the friends that they already have on the network but receive separate alerts when the friends they subscribe to have updates. According to TechCrunch, Facebook had a secret project last year that involved testing how best to implement a Twitter-like follow feature on Facebook, multiple sources have confirmed to TechCrunch. The name of the project? Project Dance Party. The project, er "party," was scrapped and now Facebook has a subscribe feature. According to MG Siegler, Facebook already has a follow feature in place right now — it’s just that most people have no idea it exists, because Facebook doesn’t talk about it. Currently, if you request to be someone’s friend, and they keep you in their queue (meaning they never accept or reject you), you will see all of their public updates in your News Feed.

What do you think of the subscribe feature? Let us know @community20

Thursday, September 2, 2010

Apple gets social with Ping launch

iTunes users who download the latest version of the software, released on Wednesday, will notice that their experience has become more social. Debuting Ping at the Apple press conference, Steve Jobs announced that users will be able to follow friends and see what music they have bought or enjoyed, what concerts they plan to attend and what music they have reviewed. They will also be able to follow bands and get updates on their new releases, concert tours and other events, reports The New York Times. Jobs said Ping would have simple privacy controls. Anyone will be able to follow bands and receive their updates, and users will be able to say whether they want to be followed by anyone or only by people they approve.

This news, some analysts say, is not an assault on Facebook but one on MySpace which has pushed to the forefront of its social network. It becomes another move by Apple to compete with Google who is quickly acquiring start-ups for its speculated social network launch.

If you have used Ping, we'd love to hear from you! DM us @community20 with your thoughts.

Learn more: From Apple, a Step Into Social Media for Music

U.S. companies Social Media spending tied to customer loyalty

Internetretailer.com reports that a new study finds U.S. companies that use social media to deepen customer loyalty spend nearly twice as much on the marketing tactic as those that use it for other reasons. Further, marketing budgets related to social media are growing, with loyalty initiatives growing the fastest in terms of dollars spent. The amount of marketers’ social media budget allocated to loyalty increased by 293% from 2009 to 2010, while brand awareness and customer acquisition budgets increased by 189% and 214%, respectively. Social media budgets for driving loyalty have experienced the most growth for the past three years, the report says.

As customer loyalty continues to be the major push within social media use; how can customer loyalty professionals leverage this toward actionable results?

Learn more: U.S. companies spend for social media tied to customer loyalty

Enhance your customer loyalty and engagement skills with Robyn Tippins, Community Lead at Yahoo! Developer Network as she presents, "From Ordinary Customer to Fervent Fans: Yahoo! Helps Customer Take the Leap" at NACCM 2010 - October 25-27, 2010 in Orlando. Visit the NACCM 2010 event page to download the brochure.

Wednesday, September 1, 2010

On to the next one - Google acquires SocialDeck

The giant has acquired yet another social media start-up, SocialDeck. FierceMobileContent.com writes, Founded in 2008 by COO Anish Acharya and CTO Jeson Patel, SocialDeck creates Facebook, iPhone and BlackBerry titles enabling simultaneous play across multiple devices and social networks--the firm's platform technology also facilitates viral content discovery, distribution and monetization. Just this week Google acquired Angströ, a start-up dedicated to building applications that integrate with social networks like Facebook and Twitter.

Wide speculation abounds that Google is set to roll out its own social network in the near future. PCWorld.com writes, Perhaps the acquisition of SocialDeck shows the direction in which Google wants to go with its rumored new gaming service--games that work seamlessly across multiple platforms and devices, that is. The WSJ reports that the companies in talks include Playdom Inc., EA's Playfish, and Zynga.

What do you think is next for Google? Will we see a social network soon?



Has customer service become collective suffering?

The New Yorker's James Surowiecki writes about the mounting frustration of American consumers, who are “fed up with inept service, indifferent employees, and customer-service departments that are harder to negotiate than Kafka’s Castle.” He writes that tensions are mounting thanks to the American demand for cheap goods with luxury service and a lack of focus among executives on how to use their customer service department correctly. Together, both parties on the customer service line suffer causing discontent on the phone, corner office, tarmac, and on the web.

Surowiecki writes, "For a start, most companies have a split personality when it comes to customers. On the one hand, C.E.O.s routinely describe service as essential to success, and they are well aware that, thanks to the Internet, bad service can now inflict far more damage than before; the old maxim was that someone who had a bad experience in your store would tell ten people, but these days it’s more like thousands... On the other hand, customer service is a classic example of what businessmen call a “cost center”—a division that piles up expenses without bringing in revenue—and most companies see it as tangential to their core business, something they have to do rather than something they want to do."

Is your customer service something that you truly want to do or do you feel pressured into it to keep customers?
What is the solution for customers and for customer service departments? We'd like to hear your thoughts, DM us on Twitter @customerworld

Read more - ARE YOU BEING SERVED?

TMRE Poll: Are you back in hiring mode?

We want to hear your opinion on! Vote in this week's TMRE Poll: