Thursday, June 30, 2011

More global representation than ever before at TMRE in 2011

The Market Research Event is the most comprehensive conference in the world designed exclusively for executives in market research and consumer insights. With more than 150 sessions and 175 speakers, this is truly the one conference in the world that covers every business critical topic so thoroughly and thoughtfully, there is never a need to look anywhere else.

In 2011, we scoured the earth to bring the very best in insights together for 3 days. The representation of voices from around the world benefits everyone, including our US based constituents - giving you the greatest representation of global perspectives.

Featured Global Sessions:
  • Winning in BRIC Markets: What Amway Has Learned and How it Can Help Your Company Succeed
    • - Yogesh Chavda, Director of Consumer and Market Insights, Amway Corporation
  • Business Unusual: Addressing the <2$ Consumer Meaningfully
    • - Sangeeta Gupta, Director Consumer Strategy & Insights, PepsiCo, India
  • Consumer Insights in a Multicultural Society: A Yum! South Africa Case Study
    • - Toni Joubert, Portfolio Manager, Yum! Restaurants Southern Africa
  • Market Research in an "I'll Have What She's Having" World
    • - Marc Earls, Author, Herd, How to Change Mass Behavior by Harnessing Our True Nature
  • Building New Tools Internally for an Old Problem
    • - Emma Piza Bátiz, Marketing Intelligence Chief & Elizabeth Meléndez Guerrero, Market Intelligence Chief, Cuauhtémoc Moctezuma - Heineken México
  • Fast, Free, Friendly: Making Information Count in a Creative-Driven Culture
    • - Yoni Karpfen, Team Lead, Consumer Research, Disney Online Studios Canada (Club Penguin)
  • Back From the Abyss - How Customer Insights Drove the Success of the One Ford Global Plan
    • - Christine Stasiw Lazarchuk, Director - Global Market Research, Ford Motor Company

Download the brochure to see for yourself why more than 600 people have ALREADY signed on to attend.

Register by July 15 to Save $600 off the standard & onsite rate to join us for the biggest and best event yet. Mention priority code TMRE11BLOG. Register here. If you have any questions about TMRE 2011, feel free to contact Jennifer Pereira at jpereira@iirusa.com.

Happy #smday (& welcome to Google+?)

Today, June 30th, marks Mashable's Social Media Day, "A day to celebrate the revolution of media becoming social." This second annual celebration will be commemorated by hundreds of worldwide social media meetups, an no doubt a fair amount of online buzz.

It's perhaps appropriate then that this week marks the official debut of Google's new social product, Google+. Introduced in this blog post and a series of videos, Google+ is a family of apps designed to capture and synthesize the best of the web. It includes mobile applications such as photo sharing and location-based tagging that connect you to friends like Instagram and Foursquare. The group functionality for sorting different aspects of your digital life looks more streamlined then the new Facebook groups. And then there's "+Sparks," which looks like it could bring together fans of different topics in much the way hashtags on twitter, or tags on tumbler allow users to find one another.

So will Google soon be replacing all our other much-loved social sites? Says Steven Levy in this truly in-depth study of the release on Wired, "observers might wonder whether it’s simply one more social effort by a company that’s had a lousy track record in that field to date."

This post on Digital Trends focuses specifically on the fact that Google+ is creating competition for Facebook with the new Circles functionality, and "could have a winner."

Take a look at this Google video previewing the product:



It's easy to get swept up in the idea that this could change the face of the internet. Personally, I found myself laughing at the repeated use of the "Epic Bros" group name, it certainly makes the product seem human and approachable and like something I could see using. But with the quiet failure of Google Wave not so far behind us and privacy concerns from Google Buzz another black mark on their record, I'm hesitant.

The following quote from the Wired article seems to sum up the key takeaway about Google+:

"Google believes that with Circles it has solved the tough sharing problem that Facebook has inexplicably failed to crack. 'With Facebook I have 500 friends — my mom’s my friend, my boss is my friend,' says Shimrit Ben-Yair, the product manager in charge of the social graph. 'So when I share on Facebook, I overshare. On Twitter, I undershare, because it’s public. If Google hits that spot in the middle, we can revolutionize social interaction.'"
Will Google be able to find that white space? Will users be afraid to allow Google so much access to their personal information? We'll certainly be looking forward to seeing what happens in this space.

Did anyone get in on the early release? What do you think?

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.

Wednesday, June 29, 2011

To Be Or Not To Be (A Blogger)

Today, our guest post comes from Peter Gold, the CEO of Veraquest. His broad range of research experience lends itself particularly well to the world of omnibus research where clients tend to have an extremely diverse set of needs. Peter’s background as a practice leader has enabled him to develop a business model that is rich in client-centric benefits while simultaneously being very cost-effective. Peter earned a BSBA from the University of Florida and holds an MBA from Boston College.  His company, VeraQuest is a Sponsor at this year's The Market Research Event.

To Be Or Not To Be (A Blogger)

Stating the obvious these days, the social media personalities of your key audiences have become as critical to marketing and sales as standard demographics are. As discussed in many a blog post (including one of ours entitled Game Changer from May 5th, 2011), there has been a lot of research to date that describes how often adults use social media, but we here at VeraQuest are equally interested in the how.

Recently, we conducted a study to begin to uncover the kinds of personalities and interactions people have in the social media-universe. Our inspiration was a white paper written by one of our partners, the Council of Public Relations Firms. The paper served as the springboard for designing our questionnaire, though different than the Council, we aimed to segment the social media world into 5 broad – but mutually exclusive – categories.

Where do you fall on the continuum below from Architect to Bystander? [Please note that we have taken some creative license with the specific activities included in each definition.]
  • The Architects (about 21% of online adults): You land in this group if you are on the Internet constantly, routinely drafting original content by either posting your own blog entries or commenting or critiquing others. We guess that your home page opens up to Facebook; you update your status every time your cat successfully takes her medicine; and you post photos of your vacations before you even unpack. This group is more heavily female and so by extension more likely to be homemakers and have kids under 18 in the household. The Architects also tend to be younger ages 18-40 (especially Gen Yers ages 18-29) so not surprisingly they are also more likely to be students and have household incomes under $25K. Also interesting, this group has a higher percentage of Hispanic adults, those who have not yet attended college, and those who are unemployed. So it appears the defining feature here may be that the Architects as a group tend to have more time on their hands.
  • The Creators (about 24% of online adults): You are a member of this group if you love but are not daily-obsessed with the online world (like the Architects are). You are comfortable creating your own original content and posting it on the Internet, but you don’t necessarily do so every day, only if you are truly inspired or if the mood strikes you. Perhaps you’ve already commented about how that guy on American Idol was totally robbed of his one shot at super-stardom; or perhaps you wrote in to your local online news-mag to complain about environmental waste. This group is also younger (ages 18-39), however not quite as young as the Architects, and appears to have more students and single adults than the three other groups do. However, different than the Architects, the Creators are more likely to have a college degree.
  • The Correspondents (About 19% of online adults): You know who you are because you don’t put up any original content of your own on the web, but you willingly (happily?) forward to anyone you have ever met that hilarious joke about “the big 6-0” – or – the youtube video of the guy sinking the amazing basketball dunks – or – the detailed info about the charity race in town. And you store anything you find on the web that seems even somewhat appealing because you never know, you just might want to use it some day. This group is more likely to be female and older (ages 50+), and therefore unsurprisingly, less likely to have kids under 18 in the household. Also of note, the Correspondents are more likely to have graduated from college, to have incomes exceeding $100K and to be married.
  • The Spectators (About 14% of online adults): You know this is you if you signed up for Facebook eons ago but the photos of your now-pre-teen kids still show them wearing floaties in the swimming pool and getting off the bus on their first day of kindergarten. You are happy to view content on the Web but it’s not your style to regularly post any of your own or even to forward someone else’s. You would never dare to comment on another person’s blog or wall or status, perhaps because you are too busy or perhaps because you fear being criticized right back. The Spectators are more heavily male than the other groups are and also more likely to be in an older age bracket (i.e., 50+). As such, they are less likely to have kids under 18 in the household and more likely to be retired. Like the Correspondents, they are more likely to have graduated college and to be married.
  • The Bystanders (About 22% of online adults): You fit into this group if social media isn’t your main or even secondary way of staying in contact with the outside world. You spend some time online but Facebook is alien to you; you say Twittering; and you still get your news from an actual newspaper. This group is more likely to be ages 50+, and by extension be retired and not have kids under 18 in the household. Also of note, this group has a higher percentage of adults who have not attended college, are African-American and/or have incomes less than $25K. The Bystanders are also less likely to live in the Northeast.
However, what we find most interesting about this continuum is not the demographic but the psychographic profiles of these categories. As online adults become more active in the social media-sphere and move along from Bystanders to Architects, they appear to have a more positive attitude about the impact social media has had on the world. And personally, they are much more likely to say they are well-informed about the world and current events; express general happiness about their life; and feel strongly connected to their community.

Monday, June 27, 2011

Can you sell your product in 160 words?

If you can't, you should begin to find a way to.  At Coherent Social Media, they look at the World UNPLUGGED study that shows that news travels to the younger audiences these days via tweets, texts, Facebook and Google Ads. In short, news finds the younger generation and generally in only 160 character bursts.  Only if the subject personally engages them does the reader follow through and read the entire article.

How can you work with the younger generation and reach them in a personal way?  If your content isn't relevant and engaging, they are unlikely to retweet or repost it to their networks.  As we know in social media, the best way for news to spread is via word of mouth.

TMRE is running a contest this week.  We're less than 100 followers from 1,000 on Twitter.  Our 1,000th follower receives a $50 American Express gift card.  Follow us and good luck!

Friday, June 24, 2011

Total Customer Experience Leaders: Lowest Early Bird Discount Expires Today

Creating a customer centric culture is essential to businesses of all sizes today. And being customer centric means the entire organization must be aligned. The challenge and opportunity to leverage disparate sets of information into strategic action is a shared responsibility and priority across the board. That is why creating a customer centric culture should be on top of everyone's priority list across the organization.

Join John Cushman, Vice President of Business Marketing, AT&T at the Total Customer Experience Leaders Summit, taking place October 3-5, 2011 in Phoenix, Arizona as he delivers his keynote presentation:

Creating a Customer Centric Culture

In this presentation, John will provide attendees with a behind the scenes view of how AT&T is blending people, processes and new technologies like social media, to improve its own B2B customer experiences. Tips on ways to link various touch points in the LEARN-BUY-GET-USE-PAY-SERVICE Customer Continuum will be shared.

You will also learn how to:

Create a Customer Centric Culture

Identify areas of opportunity

Track ROI and measure success

In addition to AT&T, the following companies will also share their inside stories on Measurement & ROI, Data Performance, Operational Metrics and Social Media CRM.

Kelley Blue Book, CVS Caremark, Verizon, AAA Northern California, Rockwell Automation, J.D. Power & Associates, Maritz Research, CPI Card Group, Customer Experience Partners, Customer Bliss, EMC, Forrester, Expedia, Allstate Financial, Peppers & Rogers Group, Pfizer, FedEx Corporation, GE Healthcare, Microsoft Corporation, and more.

Download the brochure to see the full program.
The Total Customer Experience Leaders Summit will enable you to effectively measure, align and communicate your customer strategy to ensure business relevance.

Save $500 off the standard & onsite rate. Register with code TCEL11BLOG here:

We look forward to seeing you this October in Phoenix!
The Total Customer Experience Leaders Event Team

Visit the event webpage.
Follow us on Twitter



Your Most Critical Business Issues Addressed at the World’s Top Market Research Event

The Market Research Event is the only market research conference in the world that regularly conducts extensive research with hundreds of insights executives. This ensures that EVERY deserving topic area is covered on the agenda so thoroughly and thoughtfully that there's never a need to look anywhere else. With more than 175 of your peers speaking on the program, you can create a personalized agenda that addresses your most critical business issues.

Hot topic symposia sessions include:
Segmentation, Shopper Insights, Social Media & Communities, Ad & Media Research, Mobile & Technology, BRIC & Emerging Markets, Trends & What's Next

Comprehensive breakout tracks include:
Market Research & Insights Leadership, Activating Insights, Marketing & Brand Insights, New Tools & Breakthrough Methodology, Business to Business Research, Insight Driven Innovation, ROI & Measurement, Data Analysis & Integration

For more details on the TMRE 2011 agenda, download the brochure.

Register by July 15 to Save $600 off the standard & onsite rate to join us for the biggest and best event yet. Mention priority code TMRE11BLOG. Register here. If you have any questions about TMRE 2011, feel free to contact Jennifer Pereira at jpereira@iirusa.com.

Thursday, June 23, 2011

Can Africa achieve a state of mobile research?

Africa is developing, and could become a great place for companies to expand into.  With expansion comes a need for market research, and companies will have to consider several things before starting that.  General problems also exist, such as frequent telecommunication failures and low literacy.  The content with over one billion people and the size of China, the USA, India and Europe combined, cultures and languages are a huge barrier.  Mobile would be the key to research.  Many Africans do not have PCs, but they do have mobile phones.  This gives its citizens opportunities to participate in this type of research.  For more on Mobile Market Research in Africa, visit RW Connect.

Has your company done market research in Africa?  Was via mobile or another form?  What advice do you have for colleagues potentially researching in an African nation?

New Research on Social Gaming

A May 2011 study by Saatchi & Saatchi found that of US internet users ages 18 to 44, 50% play social games on a daily basis.

This study,
entitled "Engagement Unleashed: Gamification for Business, Brands and Loyalty," also found the following:
"When asked how they would like to hear about a new product, 44% of respondents preferred email communications and 37% would choose some kind of online game experience. Only 3% wanted to be told about new products by TV or radio advertising."

Given discussions of social gaming trends that occurred at this year's Social Media and Communities 2.0 conference and the much-buzzed about potential of a Zynga IPO, social gaming is certainly a hot topic right now. The idea that game players are willing to view advertising or perform market research within the context of a game is a very attractive one to marketers.

Yesterday, IIR had the pleasure of hosting a webinar "Winning the Battle for Consumer Attention in a Fragmented Media World" presented by comScore. This presentation further showed that digital advertising within online entertainment was a growing avenue. In fact, one finding presented was that "exposure to display ads doesn’t just impact online sales – it lifts in-store sales as well."

The full presentation is still available for archived viewing, watch it here.

Given these new findings, would you consider advertising with a social game? Or developing a social game as part of your digital strategy? Have you seen any other recent research on these topics? Share with us in the comments or find us on twitter @Community20.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.

Wednesday, June 22, 2011

Tablet users growing and they don't expect free content

Currently, only 12% of the US population has a tablet they use for internet browsing.  AdAge Media Works' recent study found that it could increase to as much as 23% of the population but the beginning of 2012.  While the internet has become the place to find anything and everything for free, it seems that tablet users have a different mentality when using content.  Tablet spending came mostly through the purchasing of Apps, and the average App Buyer last year spent $53 dollars.  According to the study, 93% of tablet users purchased Apps.

What does this transition mean?  Is it significant that users are more willing to pay for content on a tablet as opposed to the internet?  Will companies such as the New York Times, who started a a Paid Content Model, benefit in the future?

Tuesday, June 21, 2011

Looking at The Apple Customer Experience

It's not breaking news that Apple tends to evoke strong feelings amongst their customers. Indeed, "Apple has led the market for the past few years as one of the most innovative, most loved, and most powerful companies and brands in the world." according to stock market opinion and analysis website Seeking Alpha.

Apple products tend to be innovative and ground breaking, setting the bar high, but challenges like the much-complained-about Apple/AT&T partnership and competing technology available more easily or at lower prices do arise.

It's not just the products building Apple fans. So what is it that Apple is doing right to generate this sort of emotion in its customers?

Unique, coordinated customer experiences

This video below from the Wall Street Journal offers some interesting insights into the Apple retail training process that largely controls customer experiences within the store.


Customer-facing team members such as the "Genuis Bar" employees are trained to solve problems, rather than sell, and employee handbooks provide potential scripts for a wide variety of situations. According to this article on PCMag.com "Apple Store staff is forbidden to correct a customer who mispronounces the name of a product."

The in-store experience also extends to design. Developed by executives such as Millard Drexler, formerly of the Gap, and Ron Johnson (formerly of Target and now moving to JCPenney), Apple develops different stores in unique locations, although each has certain elements in common: an open plan, curved edges, natural materials such as wood, glass, stone, and stainless steel. The stores feel like a larger reflection of the products being sold there.

What can we learn from Apple's customer experience successes? This blog post points out ways to translate Apple's innovation to the restaurant industry, and it's easy to see how a corporate culture that balances innovative ideas with highly coordinated in-store experiences can extend to any industry.

What do you think of these inside views of Apple's training policies? Will the public learning of this negatively affect perceptions of the Apple experience? Share with us in the comments!

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.

Monday, June 20, 2011

Watch "The Holistic Approach to Social Media"


Did you miss last week's webinar "The Holistic Approach to Using Social Media for Business" by Citrix? Not to worry, the archived presentation is now available for viewing. Learn more about turning your business into a social business by viewing the full presentation here.

Topics for this webinar, featuring Alex Beauchamp, Senior New Media Manager of Citrix Online included:
  • How to engage and monitor in the social space
  • Using reporting metrics, insights and advocates
  • How to create social content and execute social campaigns
  • and more!

For more ongoing webinar content, visit the IIR webinar home page here. Our next event, Winning the Battle for Consumer Attention in a Fragmented Media World will take place on
Wednesday, June 22nd, 2011 from 11:00 - 12:00 PM EST

Featuring:
- Gian Fulgoni, Executive Chairman & Co-Founder, comScore
- Frank Findley, VP, Research & Development, comScore ARS

Register for the webinar here.

Friday, June 17, 2011

Want to receive a complimentary pass to The Market Research Event 2011? Join us as a guest blogger!

Earn a complimentary All-Access pass to the world’s top MR Event by serving as a guest-blogger. As a guest blogger, you’ll have access to the world's most comprehensive market research agenda attracting the best in insights from around the world. Unprecedented in size, scope, breadth, depth and participation, this is truly the best event the industry has ever seen. TMRE is focused on the business value of market research and this year brings you more than 140 sessions, more than 175 speakers and a proven track record of attendee satisfaction.

By participating as a guest blogger leading up to and at the event, you’ll receive an all access pass for the entire event, taking place November 7-9, 2011 in Orlando, Florida. Responsibilities will include blogging on set industry topics weekly leading up to the event and attending specifically assigned sessions and blogging live or same day. In exchange for guest blogging, you will receive an all-access pass to the event – a $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 or writing samples to Jennifer Pereira at jpereira@iirusa.com. Deadline for submissions is Friday, July 1 at 12pm EST. Early submissions encouraged.

Thursday, June 16, 2011

Breaking Barriers in Total Customer Experience

Much discussion takes place on the nature of the audience when discussing customer experience - is it business-to-consumer or business-to-business? The answer is, it's both: every customer is a real, live breathing person - a consumer who ultimately seeks out experiences that engage his time rather than waste it. In the Experience Economy, many approaches once reserved for the B2C space have migrated to the B2B space as companies realize they are selling to business professionals who are ultimately "consumers."

Join Joe Pine, Author of The Experience Economy and Infinite Possibility at the Total Customer Experience Leaders Summit, taking place October 3-5, 2011 in Phoenix, Arizona as he delivers his keynote presentation:

Breaking Barriers in Total Customer Experience

In this presentation, Joe Pine will show you how to create economic value from the experience you create for your customers, featuring examples from many industries that go beyond good and services to staging economic experiences. He will also focus on the increasing use of digital technology, which can make such experiences more efficient and engaging. He will in particular show you how to embrace digital technology in such offerings, creating experiences that fuse the real and the virtual.

Joining Joe at the one event focused on Measuring, Aligning and Communicating Strategy to Ensure Business Relevance are leaders from: Kelley Blue Book, CVS Caremark, Verizon, AAA Northern California, Rockwell Automation, J.D. Power & Associates, Maritz Research, CPI Card Group, Customer Experience Partners, Customer Bliss, EMC, AT&T, Forrester, Expedia, Allstate Financial, Peppers & Rogers Group, Pfizer, FedEx Corporation, GE Healthcare, Microsoft LinkCorporation, and more. Download the brochure to see the full program.

The Total Customer Experience Leaders Summit is the ONLY comprehensive forum for B2B and service oriented B2C leaders to come together for a high level exchange around the issues that matter most.

Register by June 24, 2011 & Save $500 off the standard & onsite rate. Register with code TCEL11BLOG here.

We look forward to seeing you this October in Phoenix!
The Total Customer Experience Leaders Event Team

Follow us on Twitter for more updates: http://twitter.com/TotalCustomer

Wednesday, June 15, 2011

The Benefits of Socializing









Whether you’re tweeting, checking-in, or facebooking, social media has proven one thing, it’s not going anywhere. In fact, companies are now starting to create their budgets with social media in mind. It’s accessible, easy, and free, so it only makes sense to use this outlet to promote your product, message, or idea.

Marketing and Social Media were once separate ideas, but today they are being used together, which allows companies to cover many different demographics at once. “38 percent of U.S. companies reported allocating as much as 20 percent of their marketing budgets for social networking purposes.” Social media is slowly becoming an important component for a business to communicate. In an effort to gain new customers, and also stay up to date with the latest trends, companies are also encouraging employees to use sites such as twitter and facebook. “In a survey released this week from Regus, a provider of flexible workplace solutions, 55 percent of U.S. businesses encourage their employees to join social networks like LinkedIn and Xing as a way to generate interest in their businesses. Globally, the survey reported a 7 percent increase in the proportion of businesses successfully recruiting new customers through social networks like Facebook."

“Liking” or “retweeting” may seem like simple concepts, but this kind of feedback can be used to completely change or enhance your marketing campaign. The emphasis is getting a consumer to "do" something that creates a connection to the brand. Facebook "likes," blogging, YouTube videos are all part of this engagement process.” You can even use these sites to simply test an idea, and based on the response, use it or create a new one. With all the tools the internet provides for us, interacting with customers has become easier and more efficient, but it’s up to the business to create a successful marketing and social media strategy.

By using Social Media to help enhance your Market Research you’re also spotting trends in advance while developing an edge to better connect with the consumer and propel their firms for growth through innovation and targeted marketing both domestically & internationally. Today Social Media is a credible source for sustainable research and also helps illustrate proper recruitment incentive, and integration techniques. To find out more about social media, and other effective market research methods please visit http://bit.ly/myGYdV .

Monday, June 13, 2011

Connect to Your Customers With Social Media - Free Webinar

In association with Citrix, The Institute for International Research invites you to join us for a one hour complimentary Web Seminar.

Social Business: How to Create a Holistic Approach to Social Media
- Alex Beauchamp, Senior New Media Manager, Citrix Online

Thursday, June 16, 2011 1:00 - 2:00 PM EDT

Reserve your Webinar seat now

When it comes to social media, there's no single "right way" to use it for business. Within its channels companies of all sizes can engage with prospects and customers to drive sales and provide services in a variety of ways.

What matters, however, is that the social media experience your business provides be consistent across the board. A holistic approach is the key to a successful social media program.

Join industry expert Alex Beauchamp to understand the many components of social business and learn how to put them all together into a cohesive plan that best reflects your organization's personality and value.

In this webinar, you will learn how to:
• Engage and monitor in the social space
• Use reporting metrics, insights and advocates
• Create social content and execute social campaigns
• And more...

Title: Social Business: How to Create a Holistic Approach to Social Media
Date: Thursday, June 16th, 2011
Time: 1:00 - 2:00 PM EDT

Register Now. After registering you will receive a confirmation email containing information about joining the Webinar. This web seminar is sponsored by Citrix.

About Citrix Online:
Citrix Online provides secure, easy-to-use online solutions that enable people to work from anywhere with anyone: GoToMyPC® for remote access, GoToAssist® for remote support, GoToMeeting® for online meetings and GoToWebinar® for larger Web events. A division of Citrix Systems, Inc. (Nasdaq: CTXS), the company is based in Santa Barbara, California.

About The Institute for International Research:
The Institute for International Research (IIR) is the world's largest conference company and has been the leader in the provision of business information for over 25 years. IIR produces over 5,000 events annually through its network of offices in over 35 countries.

Using Social For Research?

Are you using or considering using social media in your research campaigns? In association with Citrix, The Institute for International Research invites you to join us for a one hour complimentary Web Seminar on creating a holistic approach to social media strategy.

Social Business: How to Create a Holistic Approach to Social Media
- Alex Beauchamp, Senior New Media Manager, Citrix Online

Thursday, June 16, 2011 1:00 - 2:00 PM EDT

Reserve your Webinar seat now

When it comes to social media, there's no single "right way" to use it for business. Within its channels companies of all sizes can engage with prospects and customers to drive sales and provide services in a variety of ways.

What matters, however, is that the social media experience your business provides be consistent across the board. A holistic approach is the key to a successful social media program.

Join industry expert Alex Beauchamp to understand the many components of social business and learn how to put them all together into a cohesive plan that best reflects your organization's personality and value.

In this webinar, you will learn how to:
• Engage and monitor in the social space
• Use reporting metrics, insights and advocates
• Create social content and execute social campaigns
• And more...

Title: Social Business: How to Create a Holistic Approach to Social Media
Date: Thursday, June 16th, 2011
Time: 1:00 - 2:00 PM EDT

Register Now. After registering you will receive a confirmation email containing information about joining the Webinar. This web seminar is sponsored by Citrix.

About Citrix Online:
Citrix Online provides secure, easy-to-use online solutions that enable people to work from anywhere with anyone: GoToMyPC® for remote access, GoToAssist® for remote support, GoToMeeting® for online meetings and GoToWebinar® for larger Web events. A division of Citrix Systems, Inc. (Nasdaq: CTXS), the company is based in Santa Barbara, California.

About The Institute for International Research:
The Institute for International Research (IIR) is the world's largest conference company and has been the leader in the provision of business information for over 25 years. IIR produces over 5,000 events annually through its network of offices in over 35 countries.

Is Your Business A Social Business?

In association with Citrix, The Institute for International Research invites you to join us for a one hour complimentary Web Seminar.

Social Business: How to Create a Holistic Approach to Social Media
- Alex Beauchamp, Senior New Media Manager, Citrix Online

Thursday, June 16, 2011 1:00 - 2:00 PM EDT

Reserve your Webinar seat now

When it comes to social media, there's no single "right way" to use it for business. Within its channels companies of all sizes can engage with prospects and customers to drive sales and provide services in a variety of ways.

What matters, however, is that the social media experience your business provides be consistent across the board. A holistic approach is the key to a successful social media program.

Join industry expert Alex Beauchamp to understand the many components of social business and learn how to put them all together into a cohesive plan that best reflects your organization's personality and value.

In this webinar, you will learn how to:
• Engage and monitor in the social space
• Use reporting metrics, insights and advocates
• Create social content and execute social campaigns
• And more...

Title: Social Business: How to Create a Holistic Approach to Social Media
Date: Thursday, June 16th, 2011
Time: 1:00 - 2:00 PM EDT

Register Now. After registering you will receive a confirmation email containing information about joining the Webinar. This web seminar is sponsored by Citrix.

About Citrix Online:
Citrix Online provides secure, easy-to-use online solutions that enable people to work from anywhere with anyone: GoToMyPC® for remote access, GoToAssist® for remote support, GoToMeeting® for online meetings and GoToWebinar® for larger Web events. A division of Citrix Systems, Inc. (Nasdaq: CTXS), the company is based in Santa Barbara, California.

About The Institute for International Research:
The Institute for International Research (IIR) is the world's largest conference company and has been the leader in the provision of business information for over 25 years. IIR produces over 5,000 events annually through its network of offices in over 35 countries.

What Do Your Digital Customer Experience Strategy Look Like?

This recent post on Mashable by Ron Rogowski of Forrester Research points out some important reasons that brands need to have a digital customer experience strategy in the current market to stay competitive.

For example, the role of mobile devices. "This suite of empowering devices has driven customer expectations to new heights, and has increased the frequency of interactions between customers and businesses." (Last week's post on Gripe is a good example of this.)

But what makes a good digital customer experience strategy? Rogowski gave some good starting points:

  • Start with company and brand strategy.
  • Describe the intended digital experience.
  • Direct activities and processes that support the defined experience.
  • Guide digital channel investments

More than just a website or a twitter handle, a digital customer experience strategy needs to reflect the overall brand strategy and directly support and reflect offline brand activities.

Together, these elements add up to the real key to a successful digital customer experience strategy - seeing the digital world (mobile, social media and web) as holistic extensions of the brand. These digital touchpoints provide core moments to connect and engage with customers to create lifelong brand advocates.

So what does your digital customer experience strategy look like?

Looking to learn more about customer experience? Join us Oct. 3-5, 2011 for the Total Customer Experience Leaders Summit. Hear from the top B2B, and service oriented B2C companies on Measurement & ROI, Data Performance, Operational Metrics and Social Media CRM. Download the brochure here.

Plus follow us on twitter for updated information at @TotalCustomer.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.

Friday, June 10, 2011

#MUCONF11: Rounding Up Measure Up

In the wake of the 2011 Measure Up conference we are newly energized to begin integrating and measuring social media marketing.

Over on the Chadwick Martin Bailey Research Blog Brian Neville-O'Neill, CMB's Content Marketing Manager, rounded up his top four takeaways from the conference:

1) “Complexity” and “social” are tightly coupled.

2)Location based marketing has potential (and is in the business of “manufacturing serendipity").

3)Brands need everyone on board, not just marketers.

4) Being “in the game” and just “being social” isn’t enough anymore. You need to engage.
Visit the blog to view the whole post. What would you say are your biggest take-aways from this year's Measure Up event? Is there anything you will be doing differently with your social media strategy as a result of the conference?

If you attended, stay tuned to your email. An executive summary with comprehensive information about the event will be headed your way soon.

To stay connected on this topic all year, follow us on twitter @MeasureUpIIR or join our LinkedIn group.

Wednesday, June 8, 2011

The Market Research Event Complete Agenda is Revealed




The Market Research Event is the most comprehensive conference in the world for elevating the business value of insights to advance the industry forward. This year, we’re presenting more.

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• 1200+ Projected Attendance • 175+ Speakers • 140+ Best in Class Sessions • 100+ Showcase Exhibitors • Speakers from more than 17 countries • 720 Client Side Participants • 98% Attendee Satisfaction • 100% of Past Attendees Would Refer A Colleague • 60%+ Client Side Attendance • 14+ Scheduled Networking Events • Best in research from North America PLUS South America, Europe, Asia, & Africa


Register by June 10 and Save $700 off the standard & onsite rate. Mention priority code TMRE11BLOG. If you have any questions about TMRE 2011, feel free to contact Jennifer Pereira at jpereira@iirusa.com.

Tuesday, June 7, 2011

#muconf11 Live: Day Two, Measuring the Marketing Mix

Today we enjoyed another great day of the Measure Up conference. The #muconf11 twitter stream continued to provide key insights into the great conversations happening in Boston.

In the spirit of yesterday's post on the twitter analytics of the day, I decided to do another quick analysis using two of my favorite free online tools for social media measurement, Social Mention and Klout.

Social Mention is an excellent tool for taking the pulse of a conversation on twitter. It includes metrics such as sentiment, number of mentions, number and names of authors, number of retweets and more. You can see the #MUCONF11 analysis here.

Our top users are largely the same as yesterday, but we did hear from a few new voices (welcome!) Another one of the great aspects of Social Mention is that it allows you to export a excel sheet of top users and keywords amongst other stats (certainly helpful when presenting social media results within the company.)

The presentation "Using Analytics to Drive Revenue: Placing an Exact Value on Your Sponsorship’s “Added Value”" by Greg DePalma of Tivo was perhaps our most buzzed about today.

vdeval: would be interesting to overlay social media data with TiVo slides on most rewound commercials during super bowl #MUConf11

GuyPowell: Cool to have a lot of TIVO data to analyze #MUCONF11

Next I took a look at the @MeasureUpIIR Klout score. Klout is a fun tool that allows you to measure not just your own network, but your network's ability to influence the networks of those connected to it.


As you can see the impact of the live event is having a positive impact in Klout for @MeasureUpIIR


Perhaps more importantly, our Amplification Probability continues to grow.
This score measures the chances of our messages being shared or retweeted. As we learned yesterday:
johnlovett: Value of a FB fan: It's not the "like"; they're already your fans. It's the Friends of Fans where the real growth oppty lies #MUCONF11

Having a high or growing chance of amplification means more reach for your brand, as fans are more likely to become brand evangelists for you to their networks. Do you use Klout or other tools to measure your social influence? Share with us in the comments, or check in again tomorrow for Day 3 of #muconf11.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.

Monday, June 6, 2011

#muconf11 Live: Hot Topics and Prolific Twitterers

Today the 2011 Measure Up conference kicked off in Boston, MA. If you were following along with the #muconf11 twitter stream, you probably saw an intensive and exciting knowledge exchange. For those who weren't following along, here were some of today's top tweets

johnlovett Monster's BI Vision: Data>Info>Knowledge>Intelligence is a blueprint for solid #measure strategies everywhere #MUCONF11

GuyPowell Foiled Cupcakes 93.7% through social media channels. Fantastic story on how to micro-target your audience #MUCONF11


johnlovett "Before you even get to #SocialMeasurement you need to be planning to determine what's important" *Key* fact from @vargasl #MUCONF11

bonniesituation #muconf11 More data =/= more useful data -- Kanishka Das, P&G

GuyPowell 4 reasons to talk about a product. great/bad product, need 4 recognition, desire to help others, great advertising.Very important #MUCONF11

ROIEvangelist Advertising has a negative effect on WOM and social media - Purush Papatla #MUConf11

stevengroves Being 'in the game' and just being 'in social' isn't enough any more - you need to engage - Jon Giegengack / CMB at #MUCONF11

VirtualMR Don't assume that you need to be social. You probably do but it is worth quantifying how much. (@cmbinfo) #muconf11 #cmo

vdeval the real growth opportunity for brands is friends of fans and not just fans @bruich #MUCONF11


Seeing as this was a conference focusing on analytics, I decided to play with one of the many free analytics tools available today, The Archivist, and take a look at the top influencers and topics of day one of #muconf11 statistically.

It's hardly surprising to see that conference chair Guy Powell was a top user of the hashtag. @VirtualMR and @JohnLovett were also top contributors. Many other attendees chimed in as well.

Next I looked at top words used in our twitter stream in order to identify hot topics. After the obvious words "Social" and "Media" amongst others, we see that Jon Giegengack of Chadwick Martin Bailey spurred conversation during his presentation "Due Diligence: Maximize the Return on your Social Media Investments" as did Kanishka Das of Procter & Gamble with "The Incremental Lift of Social Media on Traditional Media"

Lastly, I was curious which twitter platforms were popular amongst this crowd. Hootsuite and Tweetdeck, as well as the regular web interface dominate on this chart, but some users were participating via Radian6, iPhone, Android, Ipad and even Facebook and Foursquare.

It's amazing how much data you can gather from even a free service like this. To view the full size Archivist graphics and more detail, click here.

What recurring topics and themes did you notice during day one of the event? Do you ever use free analytics like this for research? Share with us in the comments, or find us on twitter @MeasureUpIIR.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.