Tuesday, January 31, 2012

QuestBack Expands Global Presence with New North American Headquarters

Leading European provider of Enterprise Feedback Management pursues growth opportunity in North America

Oslo, Norway – January 31, 2012 – QuestBack, a global leader in enterprise feedback management (EFM), customer experience management and social CRM solutions, today announced the opening of its North American headquarters. QuestBack is Europe's foremost supplier of feedback management solutions and is recognized by Forrester as a leader among market-insights-focused EFM vendors. As part of the company’s North American expansion strategy, the Bridgeport, Connecticut office will be the foundation for rapid growth across the region and help support the company’s more than 5,000 international customers.

“QuestBack has experienced extraordinary international growth, particularly as a growing number of companies search for ways to leverage feedback from customers and employees through social channels,” said Ivar Kroghrud,
chief executive officer. “We see a great opportunity for growth in North America and have already experienced demand from businesses across all sectors – from consumer goods to financial services – to help foster current relationships and reach new audiences. Our North American headquarters will enable us to capitalize on this demand and work even more closely with our current customer base.”

With more than 16 years of global management expertise in the market research industry, Suresh Subbiah, president of North American operations, is driving QuestBack’s market penetration in the region. As part of the expansion, Suresh plans to double QuestBack’s North American revenues in the next year. To help support this growth, the company is focused on building out its sales and marketing talent in the U.S. with experienced market research veterans. Recent hires include Jill Ransome as the head of U.S. Marketing and Todd F. White, Eric Bell and Gigi Hayden have joined QuestBack as directors of Insight Solutions.

Founded in 2000, QuestBack quickly established itself as one of the leading global EFM providers. To help clients improve business insight through social media channels, the company recently acquired social CRM provider Globalpark and launched QuestBack Social Connect. Additionally, QuestBack's web-based services for relationship development helps companies to improve their performance, enhance satisfaction amongst employees and customers, as well as heighten market expertise.


QuestBack is opening its official North American headquarters at 1000 Lafayette Blvd. in Bridgeport, CT. For more information please visit: http://www.questback.net/.

About QuestBack
QuestBack Group is Europe's leading Enterprise Feedback Management and one of the world's Top 5 vendors. QuestBack provides online survey solutions, panel solutions and social CRM solutions - web-based services for relationship development through the collection, analysis, and follow-up of business critical information. QuestBack's clients achieve better financial performance through increasing the satisfaction and loyalty among their customers and employees. QuestBack was founded in 2000 and has achieved double-digit growth ever since. The Company is headquartered in Oslo, Norway with subsidiaries in seven countries and offices in a total of 17 countries, and serves over 5,000 customers across all sectors and industries, including Volvo, Ernst & Young, Coca-Cola, Microsoft and Bosch.

** ** **
The Forrester Wave™: EFM Vendors, Market Insights Platform Providers, Q3 2011, Forrester Research, Inc., September 27, 2011

Media Contact:
Cassie Smith
LEWIS PR
Phone: 617-226-8840
Email: QuestBack@lewispr.com

Monday, January 30, 2012

Driving Change with Mobile Marketing Strategies - Complimentary Web Seminar

Complimentary Web Seminar: Driving Change with Mobile Marketing Strategies 
Jeffrey Hayzlett, Celebrity CMO, Author, The Mirror Test, Running The Gauntlet
Founder, The Hayzlett Group
Thursday, February 2, 2012, 12:00PM - 1:00 EST

Reserve your Webinar seat now at: https://www1.gotomeeting.com/register/873040057
 
It's time for brand marketers to stand out. Former Fortune 100 C-Level Executive, bestselling author and marketing expert, Jeffrey Hayzlett will be hosting a discussion on how to run the gauntlet in the ever-changing business landscape, and sharing with marketers some advice to make it through alive.

Mobile marketing strategies need to be built into your marketing plans for 2012 and beyond. Your mobile strategy does not need to be a huge technological investment... Marketers adapted QR codes to campaigns to engage their audience, and we're now seeing an evolution in 2D mobile barcodes to increase the engagement level.

It' time to lead, drive change, and grow profits in your organization.

Plus, see Jeffrey live and in-person at The Mobile Marketing Conference, where he will be presenting more on Building Brands in the Mobile Medium.

About The Mobile Marketing Conference: The Mobile Marketing Conference will unite today's pioneering marketers on a quest to uncover the value of the mobile medium as an "always on" channel to engage consumers and convert mobile interactions to transactions. Featuring a robust agenda of real-world case studies shared by clients themselves, this program is co-created by practitioners, mobile experts and visionaries to be truly reflective of the industry's immediate learning goals.

Download the brochure for more information. Register with code TMMC12DIGITAL to save 15%.

Friday, January 27, 2012

Customer News of the Week: CRM, CCOs & CMOs, Oh My

As we move into 2012 and start looking forward to the next Total Customer Experience Leaders (TCEL) Summit, we'd like to occasionally share with you some of our favorite resources from around the web on customer experience, customer experience design, and customer-centricity.

Worth downloading if you're struggling to maintain customer loyalty in a “doing more with less” environment: this week on 1to1media, Oracle shared a white paper with subscribers "Lower Costs and Boost Customer Loyalty by Injecting Knowledge into CRM."

Forrester reported that Chief Customer Office roles continue to grow and found that these executives "tend to be senior leaders hired internally and are as likely to come from the operations side of the company as from marketing." It's hardly surprising that this trend continues as "CMOs' No. 1 goal is to increase loyalty among existing customers," according to this piece in Ad Age.

In the world of Customer Experience Management, this sponsored post on CMSWire discussed the ways that loyalty can be driven by a consistent experience across channels. Your brand should be as consistently represented by the smell of the store as by the website.

What were your favorite customer experience links this week? What resources do you turn to?

Like these updates? Follow us on Twitter (where we just passed 200 followers!) or Facebook for industry news throughout the week. 

News Roundup: More Mobile, Tablet Trends, A Social Super Bowl

Going forward in 2012 we'd like to provide you with some occasional round-ups of some of our favorite finds from around the internet.

This week was a big one for mobile. Here on the blog, Mobile Marketing conference chair Jeffrey Hayzlett gave a brief intro to the conference and we talked about mobile ROI. Elsewhere, Marketing Profs talked about Mobile and Tablet trends for 2012.

Some of these trends included: The appearance of online storefronts on tablets and integration of social search and new social networks. Head over to Marketing Profs for the full list.

It's certainly a good bet to be looking at tablet trends as some interesting research this week showed the number of tablet and e-reader owners doubling in recent months. "The share of adults in the United States who own tablet computers nearly doubled from 10% to 19% between mid-December and early January and the same surge in growth also applied to e-book readers, which also jumped from 10% to 19% over the same time period."

In the social media world, many brands started unveiling their plans for the upcoming Super Bowl. Huffington Post had a good post about the Super Bowl Social Media Command Center. Last year's Super Bowl provoked 25% more tweets published around the globe than usual in six-hour period around the event and as we move further and further into a "two screen" world, that number is sure to grow.

This article on Fast Company looked at the way that Chevy plans to tie social and mobile together for the big game. Check out this video on The Chevy Game Time app promotion:


Of course this week also marked the 3rd annual Community Manager Appreciation day. Mashable compiled some essential resources for the occasion here. How did you celebrate?

Like these updates? You can also follow us on Twitter or on Facebook for conference updates and industry insider news all week long.

Thursday, January 26, 2012

Looking for Successful Mobile ROI?

As the world of Mobile Marketing develops, marketers are of course wondering what the ROI will be of this new medium. Back in August, a study spearheaded by The Relevancy Group noted that lack of ROI is “the biggest deterrent for marketers.” 73 percent of marketers surveyed stated that improving ROI for mobile campaigns is a top priority.

A first step in any marketing ROI equation is deciding what your goals are for your mobile marketing strategy. Is your primary goal to drive consumers to a physical store? Or actually make a purchase on their phone? Or is it something more nebulous like engagement with the brand? Whatever your goal may be, find a way to track success, be it tracking QR code site visits or something so simple as offering a coupon code to mobile users who visit the store in person.

On March 21st, 2012 at The Mobile Marketing Conference, Nick Sheth, Senior Director, Global Business Development, of Gap Inc will be presenting "Successful Mobile ROI – Learnings to Date" in our Strategy track. This session will review progress and innovation in mobile development and marketing, and insights into what is working, and what is on the horizon. We’ll review mobile web and mobile app commerce, search advertising, location services, multi-channel marketing, and SMS. Some topics to be covered include:
• Accommodating email as a driver of mobile usage
• Location – how it will evolve everything we do in mobile

Sheth is no stranger to Mobile, check out this video below where he explores some of the features of the Gap mobile website.

Gap Inc has also explored mobile apps such as Shopkick and Instagram. Check out the ways they've integrated with these apps and others in their Social Shopping web series. Plus, join us in Miami this March to hear more on ROI from Nick Sheth. As a readers of our blog, we’d like to offer you an exclusive 15% discount. Register with code TMMC12DIGITAL here.

P.S. Join our social media community! Our new LinkedIn Group  is a place to share expertise and brilliant ideas on anything mobile marketing and you can also follow us on Twitter at https://twitter.com/TheMMConference or on Facebook: http://on.fb.me/uFo6zi for conference updates and industry insider news.

Wednesday, January 25, 2012

Total Customer Experience Leaders Call for Submissions Deadline Extended to 1/27

The Institute for International Research (IIR) presents:
Total Customer Experience Leaders Summit June, 2012 in Boston, MA 

Due to the high volume of submissions, we suggest you submit your proposal early and no later than Friday, January 27, 2012 to Stacy Levyn, Conference Producer at slevyn@iirusa.com or 646.895.7335.

Total Customer Experience Leaders is an event that showcases trends, insights and best practices for measuring, aligning and communicating your customer experience strategy to ensure business relevance.

3 Full Days of NEW Topics 
Day 1:
Customer Experience Design & Measurement • Experience Engineering • Design Management • Redesigning a Program • Analyzing VoC • Data Deployment and Data Dissemination • Social Media Feedback • New Innovative Methodologies • Internal Customer Index Scoring vs. NPS • Enterprise Feedback Management
Day 2 & 3:
Strategic Thinking & Action Planning • Using VoC to Take Actionable Insights • Alignment • Employee Engagement • Monetizing Your Customer Experience • Recovery Strategy • Linkage • Customer Service High Level General Sessions that Focus On: • The Rising Role of the CCO • Innovation & Creativity in Customer Experience • Operational Perspective • Digital Customer Experience • Leadership • Behavioral Economics

Plus! Idea gathering forums following each session topic.

The Audience:
• Individuals within the company responsible for customer experience, voice of customer, customer research • Individuals with direct experience for the customer experience and/or voice of customer collection, dissemination, interpretation and results • Individuals seeking to enhance their own company's capabilities in these areas (become more customer-centric and drive business results through improved customer experience), and willing to help others advance through sharing of best practices and experiences
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 Jon Saxe, Business Development Manager at jsaxe@iirusa.com or 646.895.7467.

Interested in Becoming a Media Partner or Featured Event Blogger? Contact Kacey Anderson, Marketing Manager, at kanderson@iirusa.com.

Call for Presenters: For consideration, please email slevyn@iirusa.com with the following information by Friday, January 27, 2012:
• 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 Total Customer Experience Leaders conference. We look forward to receiving your proposal!

Prediction from The Market Research Technology Event Keynote


"The market research industry will not exist in its current form by 2020. Even by 2013, significant, clear signs of evolution will appear...
             One or two new players will emerge and become a big industry force by the end of the decade
             Technology will dramatically shape the way the insights industry evolves
             Big search engines and social media companies - with access to millions of individual insights - will become strong insights industry players
             There will be increased emphasis on on technology-enabled observation and listening type research
             There will be a dramatic increase in the use of Smartphones
             Big Data Analytics - led by consultants and IT giants - will amp up the pressure on traditional full-service industries
             As representative samples become impossible, MR will abandon that idea for most research studies"
- Stan Sthanunathan, VP-Marketing Strategy & Insights, Coca-Cola Co. (Atlanta, GA)

From market research to business intelligence, the tools available are growing exponentially, the knowledge available is astounding, the game is changing, and therefore, so are we. We proudly present the new and expanded: Market Research Technology Event, a holistic synthesis of intelligence, insights and implications. This is an event with practical lessons, productive debate and inspirational messages for moving forward and driving innovation in your organization.

Keynote Spotlight
Join Stan at The Market Research Technology Event as he keynotes on "Technology...Embrace it or Get Left Behind!"
Rapidly changing technology is impacting the world of insights in a big way. It is going to fundamentally change the way insights are generated. Shift of mind-set, upgradation of skill sets and willingness to adapt are becoming existential imperatives. This presentation will provide an overview of some of the technologies that will shape the future of the insights industry. It will also articulate crucial success factors for not only surviving but thriving in this new world order. Understand how we need to change, how we change, and understand what new skills are required to survive and thrive in this rapidly changing world of insights.

Download the brochure for more information on Stan's session and the complete Market Research Technology Event program.

The Market Research Technology Event will deliver marketplace intelligence, from social media to mobile, to CRM, research innovation, text analytics and data mining. It's a holistic synthesis of intelligence, insights and implications. Join us in this new technological wonderland.

If you have any questions about the event, feel free to email Jennifer Pereira at jpereira@iirusa.com or visit the webpage here.

Cheers,
The Market Research Technology Event Team
The TMRE Online Network:

Tuesday, January 24, 2012

The Community Manager in 2012

Yesterday marked the third occurrence of "Community Manager Appreciation Day." Started in 2010 by Jeremiah Owyang, the "holiday" may seem a bit self-congratulatory, but it's certainly proof that the community manager role is here to stay.

Check out this great infographic from Social Fresh for the current state of the profession.
Social Fresh is also offering a white paper for download on the subject at that link.

Where does the community manager role stand at your company currently? Is it an agency role or in-house? How do you see the position changing with time?

Hope you had a happy #CMAD!

CALL FOR PRESENTERS: The Market Research Event 2012

CALL FOR PRESENTERS: The Market Research Event 2012
November 12-14, 2012 * Boca Raton, Florida
Email kschram@iirusa.com by Friday, February 3, 2012.

** ** **
NOTE: Presenters are accepted on a rolling basis so early submissions are encouraged.

About TMRE
The Market Research Event (www.themarketresearchevent.com) is all about the business value of market research. With more than 140 sessions and 175 speakers, it is by far the most comprehensive market research conference in the world. Multiple tracks and symposia allow participants to truly customize their experience based on their unique learning goals.

Presenter Qualifications
TMRE is seeking client side executives to join the speaker faculty. Speakers can come from any department within the organization. Content must be original and not have already been presented at this or any other industry conference. Note: ONLY client-side submissions will be reviewed. If you are a market research firm, vendor, or consultant, please see below.

The Audience
In 2011, TMRE drew more than 1000 participants with more than 60% representing client side companies from all major industries including: CPG, Media & Entertainment, Finance & Insurance, Travel & Tourism, Durable Goods, Pharmaceutical & Healthcare, Retail, Energy & Utilities, Telecommunications, Technology, & Automotive and more.

Attendees have backgrounds in market research, consumer insights, marketing, intelligence, brand insights, marketing analytics, R&D, product development, innovation, customer experience, strategic planning, shopper insights and advertising among other related areas.

Suggested Topic Areas

  1. 1. Social Media & Communities
  2. 2. Shopper Insights
  3. 3. Consumer Trends
  4. 4. Segmentation
  5. 5. Biometrics & Neuroscience
  6. 6. Ad & Media Research
  7. 7. MR Leadership & Strategy
  8. 8. Market & Brand Insights
  9. 9. Insight Driven Innovation & Product Development
  10. 10. Business to Business Research
  11. 11. Data Analytics
  12. 12. Innovation in Tools & Techniques
  13. 13. Strategic Global Expansion
  14. 14. BRIC
  15. 15. ROI & Measurement
  16. 16. Activating Insights
  17. 17. Big Data
  18. 18. Mobile & Technology

We are also happy to consider topics not listed here that you feel would add value and be appropriate for the audience.

Submission Guidelines
Those who wish to be considered for the TMRE speaker faculty should send the following via email to Kelly Schram, Conference Director at kschram@iirusa.com no later than Friday, February 3, 2012:

  1. 1. Benefit oriented title of session
  2. 2. Summary of session (no more than 150 words)
  3. 3. What is NEW about the presentation
  4. 4. Full contact details for speaker including name, title, company, email, phone and mail


If your submission is selected, portions of your summary will be used to promote your participation. In an effort to ensure the utmost quality, all final presentations will be subject to review by our content review board prior to the event.

Past Speakers Include:

Stan Sthanunathan, Vice President, Marketing Strategy & Insights, The Coca-Cola Company, Paulette Kish, Strategic Insights Officer, Mars Petcare, Julia Oswald, Vp, Strategy & Insights, Domino’s Pizza, John Wright, Director, Consumer Insights, Safeway, Renee Pezzi, SVP, Research, Citizen’s Bank, Mike Greco, EVP of Strategic Insights, A&E, Bill Hoffman, SVP, Consumer Insights Best Buy, Susan Wagner, VP, Global Strategic Insights, Johnson & Johnson, Stan Turek, VP Customer Strategy & Shopper Insights, PepsiCo, Dan Zigmond, Technical Lead & Manager, Ad Quality & Pricing Group, Google TV, Joel Aach, VP Consumer Insights, Darden Restaurants, Barry Blyn, VP, Consumer Insights, ESPN

Benefits to speakers
Each speaker receives the following:

  1. 1. Free pass to the event including access to all pre-conference symposia and workshops
  2. 2. Continental breakfast and lunch
  3. 3. Admittance to exclusive networking activities
  4. 4. Unique discount code entitling anyone who uses it to 20% off the standard conference rate

Special notices to market research firms, vendors and solutions providers
This call is limited to client side presenters. If you are a vendor, consultant, solution provider, or technology provider and would like to speak at TMRE, please contact Jon Saxe at jsaxe@iirusa.com or 646-895-7467 or Sarene Yablonsky at syablonsky@iirusa.com or 646-895-7474.

Monday, January 23, 2012

Jeffrey Hayzlett on The Mobile Marketing Conference

Jeffrey Hayzlett, Celebrity CMO, Author of Running The Gauntlet and Founder of THE HAYZLETT GROUP will be chairing our upcoming event, The Mobile Marketing Conference. Check out this video for a personal message from Hayzlett on this exciting conference:



Join us this March and harness the power of mobile marketing at The Mobile Marketing Conference. Download the brochure for more details.

As a readers of our blog, we’d like to offer you an exclusive 15% discount. Register with code TMMC12DIGITAL here.

We hope to see you in Miami!
All the best, The Mobile Marketing Conference Event Team

P.S. Join our social media community! Our new LinkedIn Group: http://linkd.in/y01QZT is a place to share expertise and brilliant ideas on anything mobile marketing and you can also follow us on Twitter at https://twitter.com/TheMMConference or on Facebook: http://on.fb.me/uFo6zi for conference updates and industry insider news.

Friday, January 20, 2012

Lock in the Lowest Rates to Attend The Audience Measurement Event Today

Have you heard the news? The producers of The Market Research Event and Shopper Insights in Action are bringing you The Audience Measurement Event, an event focused on understanding and translating consumer media consumption.

For 2012, we invited the most visionary thinkers and future forward industry pioneers to share real world case studies and new, never before seen content.


Joining us as a keynote is world-renowned cognitive scientist, Deb Roy, CEO of Bluefin Labs, a tenured member of the MIT faculty and director of the Cognitive Machines Group at the MIT Media Lab. In his recent Harvard Business Review Blog post, Roy shares insight on the implications of social engagement to mass media. At the event Deb Roy will share what this means for brands. (Mass Media's New Engagement Measures)

Keynote Spotlight: Closing the Gap Between Social Media & Mass Communication -

People have always talked about what they watch on television - be it sitcoms, sports or commercials. The emergence of social media platforms now makes it possible for people to voice those opinions publicly, frequently, in real-time and on a scale previously unheard of. Bluefin Labs' innovative technology links social media comments directly to their televised source, enabling networks, brands and advertisers to gain deep insight into how audiences are responding.
• The benefits of understanding how audiences react to TV
• Eye-popping visualization of the social response to mass media
• Actionable insights for optimizing programming, ad planning and creative decisions


It's finally the event your industry has been asking for - 100% real world, new perspectives and practical in every way. Download the conference brochure for full details.

If you're passionate about what's happening now and what's next, join us. Save $400 when you register today. Mention your exclusive Code: AMBLOG. Register here.

News Round-up: 2011 milestones and 2012 Tech Trends

Going forward in 2012 we'd like to provide you with some occasional round-ups of some of our favorite finds from around the internet.

This week was full of treasures, first of all one of our favorite resources for inspiration Design Mind by Frog Design released their 2012 Tech Trend Predictions. Check out the slideshow below, or head over to their blog for more in-depth info. Our favorite trends? "Connected Cities" - or the increased convergence of the digital with the physical and local - and "The Reductive Social Network: Technology Finally Gets Personal," which explores the ways we will narrow our ever-increasing social circles.


Also of interest, The Barbarian Group launched this infographic of 2011 social media milestones. It's amazing to look back and see how far we've come in the past year.

We've been closely following the development of Pinterest lately, as more and more sources are buzzing about the new network. Mashable announced this week that Pinterest is amongst the 60 new apps that have been added. If you're thinking about using Pinterest for business, be sure to check out "Pinterest: A Dream-catcher for Creatives & CEOs" on the Front End of Innovation blog.

Lastly, from the world of Mobile,  a new App, "ReconAge" allows Android phones to be able to judge the age of their users. While this could provide valuable data to marketers, it's unclear if users would opt in to using the program. Meanwhile, in India, mobile users are now able to download apps via a store at the mall. This post on Fast Company provides more insight into the new world of "Connected Consumers."

What were your favorite digital marketing links this week? What resources do you turn to?

Customer News of the Week: Getting Social and More!

As we move into 2012 and start looking forward to the next Total Customer Experience Leaders (TCEL) Summit, we'd like to occasionally share with you some of our favorite resources from around the web on customer experience, customer experience design, and customer-centricity.

Here are this week's picks:
The Social Customer named 2012 "The Year Social Marketing and Social Customer Service Get Cosy" forcasting it as the year that social customer experiences reach maturity where "companies will focus on delivering a complete and consistent customer experience" throughout channels. Plus, NACCM and TCEL favorite speaker Becky Carroll pointed out some great uses of the medium.

Over in our NACCM LinkedIn Group a member shared the following post "Feedback is NOT a sandwich; 'Where's the BEEF?'" regarding the best ways to give feedback to employees providing front line customer experiences. A lively conversation on the topic is still happening if you care to join.

Finding inspiration in new and different places, this week the #PRStudChat on twitter featured Jim Joseph, President of Lippe Taylor, and the author of The Experience Effect: Engage Your Customers with a Consistent and Memorable Brand Experience. Joseph discussed customer experience and loyalty in relation to PR, and you can read a recap of the interview here.


What were your favorite customer experience links this week? What resources do you turn to?

Wednesday, January 18, 2012

Predictions for the Future of Market Research from Industry Insider, Stan Sthanunathan

Prediction from The Market Research Technology Event Keynote, Stan Sthanunathan, VP-Marketing Strategy & Insights, Coca-Cola Co. (Atlanta, GA)"

"The market research industry will not exist in its current form by 2020. Even by 2013, significant, clear signs of evolution will appear...
  • • One or two new players will emerge and become a big industry force by the end of the decade
  • • Technology will dramatically shape the way the insights industry evolves
  • • Big search engines and social media companies - with access to millions of individual insights - will become strong insights industry players
  • • There will be increased emphasis on on technology-enabled observation and listening type research
  • • There will be a dramatic increase in the use of Smartphones
  • • Big Data Analytics - led by consultants and IT giants - will amp up the pressure on traditional full-service industries
  • • As representative samples become impossible, MR will abandon that idea for most research studies"
From market research to business intelligence, the tools available are growing exponentially, the knowledge available is astounding, the game is changing, and therefore, so are we. We proudly present the new and expanded: Market Research Technology Event, a holistic synthesis of intelligence, insights and implications. This is an event with practical lessons, productive debate and inspirational messages for moving forward and driving innovation in your organization.

To learn about this innovative program and for more information on Stan's session and the complete Market Research Technology Event program here.

The Market Research Technology Event will take place April 30-May 2, 2012, in Las Vegas, NV. As a reader of this blog, when you register to join us and mention code MRTECH12BLOG you’ll receive a 15% discount off the standard rate! If you have any questions about the event, feel free to email Jennifer Pereira.

Top 10 Reasons to Choose The Mobile Marketing Conference

With a plethora of mobile marketing conferences available out there, choosing the right one to invest in can be a daunting task.

Here are the TOP 10 REASONS why The Mobile Marketing Conference (TMMC) is the one conference you should attend:
1. ACTION-ABILITY. TMMC is the only event of its kind designed around action-ability – real world BRAND stories showcasing action and demonstrating value.
2. RETURN ON YOUR INVESTMENT. TMMC will show you how to leverage the mobile medium to build meaningful mobile experiences and convert mobile interactions to transactions.
3. WORLD CLASS KEYNOTES. The best keynotes deliver expertise you urgently need.
- Jeffrey Hayzlett, Celebrity CMO and Founder of THE HAYZLETT GROUP
- Professor Scott Galloway, Clinical Professor of Marketing, NYU STERN & Founder, RED ENVELOPE
- Allen H. Kupetz, Executive-in-Residence, CRUMMER GRADUATE SCHOOL OF BUSINESS AT ROLLINS COLLEGE & Author, THE FUTURE OF LESS
- Jason Tester, Futurist, INSTITUTE FOR THE FUTURE
4. MAKE POSITIVE CHANGE. Hear stories that will give you the inspiration and courage to make positive change. With speakers from: Gilt Groupe, Zappos, Gap, Starwood Hotels, JetBlue, Disney, Pandora, Turner Networks, Sunkist Growers, Capital One, Sony, The Weather Channel and more…
5. HANDS-ON WORKSHOPS. Participate in best in class workshops - “Developing Brand Building Apps to Last: Design, Information Architecture & Findability” and “Best Practices in Creating Mobile Websites”.
6. 3 CONCURRENT TRACKS. Concurrent tracks offer deep dives into the mobile medium and allow you to customize your entire experience:
- TRACK 1: Strategy
- TRACK 2: Mobile Experience & Engagement
- TRACK 3: Trends & What’s Next
What to see the full session descriptions? Download the brochure.
7. THE IIR DIFFERENCE. We’ve taken our leading event brands like FUSE, Shopper Insights, Future Trends, The Conference on Marketing and Youth Mega Mash Up and applied best practices from all of them to TMMC.
8. TANGIBLE TAKEAWAYS. All attendees will receive an Executive Summary which synthesizes key learnings from the event.
9. GET OUT OF THE BOX. Learn from experts in various industries to help you think outside the box.
10. NO COMMERCIALISM. Like all IIR events, TMMC will have no commercialism from the podium.

Designed for marketers, by marketers, it is the only event of its kind exclusively focused on marketing in the mobile medium. Harness the power of mobile marketing to further your brand’s reach and impact at The Mobile Marketing Conference. As a readers of our blog, we’d like to offer you an exclusive 15% discount. Register with code TMMC12DIGITAL here.


We hope to see you in Miami.
All the best, The Mobile Marketing Conference Event Team

P.S. Join our social media community! Our new LinkedIn Group: http://linkd.in/y01QZT is a place to share expertise and brilliant ideas on anything mobile marketing and you can also follow us on Twitter at https://twitter.com/TheMMConference or on Facebook: http://on.fb.me/uFo6zi for conference updates and industry insider news.

Tuesday, January 17, 2012

How the Impending Facebook and Google Invasion Will Revolutionize MR

The Institute for International Research invites you to join us for a complimentary webinar, part of the 2012 Consumer Insights Webinar Series: Your resource for insights on the cutting edge.

Title: Objects in Mirror Are Closer Than They Appear
Speakers: Kevin Lonnie & Sean Holbert, KL Communications
Date: Wednesday, January 25, 2012
Time: 1:00 - 2:00 PM EDT

Presenters: • Kevin Lonnie, CEO & Founder, KL Communications
• Sean Holbert, Executive VP, Client Relations,

Register here.

About the web seminar:
This webinar will examine the opportunities presented by New MR (e.g. social media listening, mobile, text analytics, MROCs, Crowdsourcing, Neuromarketing, etc.) and offer recommendations/best practices on how to bring them into your research arsenal.

Over the next ten years, the MR industry will see its relationship with consumers evolve from respondents to participants. And we will best achieve this new collaborative relationship by weaving our research tools with the interactions provided us via social networking.

Attendees will learn about:

• Social Media Listening: How to integrate conversations about your brand into your traditional MR to validate findings and generate new hypotheses.
• Gamification: Survey designers will need to become survey engagers in that it will be as important to create an appealing fun environment as it will be to craft questions.
• CrowdSourcing of New Products/Services: Passionate customers don't want to just sit on the sidelines, they want to participate in the creation process.
• Neuromarketing: Learn what consumers really think about your new product/ad with a roadmap of firing neurons that words just can't equal!
• MROCs: No longer just one sided conversations. MROCs will evolve so that members largely determine the content, allowing clients to tap into the wisdom of their passionate customers.
• Mobile: Finally, we can capture customers in the moment of their purchase decision.
• The Impending Facebook and Google Invasion: Utilizing their massive proprietary database, these goliaths are well positioned to dominate our industry unlike anything we've seen before.


Register Now. After registering you will receive a confirmation email containing information about joining the Webinar. Sponsored by: KL Communications. Please mention your priority code: MWJ0015 – LIDISC

Monday, January 16, 2012

The value of the tablet to market research

From April to September 2011, there was a 73%  increase in the number of emails open on a tablet.  One of the most popular ways for market researchers to collect survey results from respondents is to send emails.  This coupled with the ease and use and portability of the device gives Market Researchers a whole new world to examine when it comes to collecting results for surveys.

However, Kinesis Surveys cations that Market Research not get completely caught up in the new trend, as many consumers are still working on all platforms, and that it is very important to continue to offer the surveys where the consumer will take them, which still includes the PC and via SmartPhones. The need for an integrated, multi modal research plan is more important than ever.

At The Market Research Technology Event, Roxana Strohmenger, Analyst, Forrester, will be on hand to present "Leveraging An Integrative Approach With Multiple Mobile Techniques To Get A Richer Understanding Of The Brazilian Consumer" will look at how Forrester did research in Brazil to get a complete understanding of their customer - connecting with them in the survey format that best suited their customer.  For more information on this presentation and the rest of the event, download the brochure here.  Also, as a reader of this blog, mention code MRTECH12BLOG to save 15% off the standard rate when you register to join us this April in Las Vegas!

In the past year, the tablet has already caused large waves to roll through the traditional market research methods.  What do you see as the role of tablets in market research technology in 10 years?

Friday, January 13, 2012

This Week In Customer Experience

As we move into 2012 and start looking forward to the next Total Customer Experience Leaders Summit, we'd like to occasionally share with you some of our favorite resources from around the web on customer experience, customer experience design, and customer-centricity.

Here are this week's picks:
"Understanding and Delivering Customer Experiences that Count", this round-up by Prophet discusses the customer experiences that leaders like Zappos and Starbucks offer and deconstructs the process it takes to get there.

"Courtesy: What Comes Before Customer-Centricity", this blog post on ClickZ explores some great (and fairly easy to implement!) ways to improve your digital customer experience. Be courteous!

"In Chicago, insurance company launches community café for locals". One of my favorite resources for new ideas, this week Springwise drew my attention to "Next Door," a State Farm branded cafe in Chicago that aims to humanize "finances and insurance stuff" by bringing a friendly resource into the community.

What were your favorite customer experience links this week? What resources do you turn to?

Thursday, January 12, 2012

Mobile shopping up in the 2011 Holiday Season

Consumers are ready and willing to begin making their holiday purchases on the phone according to a new study from Foresee.  However, return and repeat purchases often depend on the satisfaction of that online shopping experience.  This past holiday season, 34% of shoppers used their cell phones to visit mobile retailers online and 15% of those consumers purchased directly from them.  This is an 11% increase from the 2010 holiday season.  Amazon and Apple ranked as some of the highest in satisfaction with mobile consumers, while Target, Walmart and Sears  ranked among the lowest.  According to Venture Beat, when sites are evaluating their mobile presence for shopping for their consumers, they should also take into consideration that happy mobile customers are 54% more likely to return and purchase a product in the future.

At The Market Research Technology Event, taking place this April 30-May 2, 2012, in Las Vegas, there will be a full day symposium focusing on mobile market research and the impact mobile has on your customers called "Mobile Research & Technologies Symposia."  Companies featured include Forrester, Nokia and HP.  For more information on this symposia and the rest of the agenda, download the brochure here.  Also, as a reader of this blog, you receive an exclusive discount of 15% off the standard rate when you register and mention code MRTECH12BLOG!

How big of a role do you see mobile shopping playing in the future?  What are some of the best companies, other than Apple and Amazon, best prepared for the consumer experience?

Mobile Marketing for The Travel Industry

January is a big month for the travel industry: with the holidays behind us, many consumers are dreaming of that getaway to escape from the long winter ahead. I see the evidence of this trend every day as my inbox fills up with sales and specials from various travel sites.

So, with this in mind, how should travel brands ramp up to 2012 marketing? Stephen Gates of Starwood Hotels & Resorts (who will be leading our workshop at The Mobile Marketing Conference "Best Practices in Creating Mobile Websites") recently shared the video interview below with mobithinking.com.

Starwood Hotels and Resorts is one of the world’s largest hotel groups focused on luxury brands, and Gates discusses here how Mobile and HTML5 allow Starwood to create a mobile brand experience that stays true to the unique personality of each of their brands.



Some key takeaways: Travelers are more likely to turn to mobile for information, as it is easier to access in a distant location than traditional internet.
Travelers are looking for largely utilitarian, transactional information (a reservation number or address) and are in a hurry to find it, make it easy to find this information via your mobile site.
Mobile provides an immediate conduit to your consumers while they are currently using your service, users largely access information via mobile while they are staying or just before.

Stephen also shares some ideas about how HTML5 will impact the future of Starwood's mobile presence. Head to mobithinking.com for more or to view their full series of mobile expert interviews.

Or, to hear more from Stephen Gates, join us this March at The Mobile Marketing Conference. Download the brochure to learn more about his workshop. Save 15% when you register with code TMMC12DIGITAL here.


P.S. Join our social media community! Our new LinkedIn Group is a place to share expertise and brilliant ideas on anything mobile marketing and you can also follow us on Twitter or on Facebook for conference updates and industry insider news.

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

Wednesday, January 11, 2012

Complimentary Web Seminar: How the Impending Facebook and Google Invasion Will Revolutionize MR

Title: Objects in Mirror Are Closer Than They Appear
Speakers: Kevin Lonnie & Sean Holbert, KL Communications
Date: Wednesday, January 25, 2012
Time: 1:00 - 2:00 PM EDT

Presenters: • Kevin Lonnie, CEO & Founder, KL Communications
                     • Sean Holbert, Executive VP, Client Relations,

Register here. 

About the web seminar:
This webinar will examine the opportunities presented by New MR (e.g. social media listening, mobile, text analytics, MROCs, Crowdsourcing, Neuromarketing, etc.) and offer recommendations/best practices on how to bring them into your research arsenal.

Over the next ten years, the MR industry will see its relationship with consumers evolve from respondents to participants. And we will best achieve this new collaborative relationship by weaving our research tools with the interactions provided us via social networking.

Attendees will learn about:
  • • Social Media Listening: How to integrate conversations about your brand into your traditional MR to validate findings and generate new hypotheses.
  • • Gamification: Survey designers will need to become survey engagers in that it will be as important to create an appealing fun environment as it will be to craft questions.
  • • CrowdSourcing of New Products/Services: Passionate customers don't want to just sit on the sidelines, they want to participate in the creation process.
  • • Neuromarketing: Learn what consumers really think about your new product/ad with a roadmap of firing neurons that words just can't equal!
  • • MROCs: No longer just one sided conversations. MROCs will evolve so that members largely determine the content, allowing clients to tap into the wisdom of their passionate customers.
  • • Mobile: Finally, we can capture customers in the moment of their purchase decision.
  • • The Impending Facebook and Google Invasion: Utilizing their massive proprietary database, these goliaths are well positioned to dominate our industry unlike anything we've seen before.

Register Now. After registering you will receive a confirmation email containing information about joining the Webinar.  Sponsored by: KL Communications.


Tuesday, January 10, 2012

CALL FOR PRESENTERS: Total Customer Experience Leaders Summit

The Institute for International Research (IIR) presents: Total Customer Experience Leaders Summit, June, 2012

Due to the high volume of submissions, we suggest you submit your proposal early and no later than Friday, January 13, 2012 to Stacy Levyn, Conference Producer at slevyn@iirusa.com or 646.895.7335.

Total Customer Experience Leaders is an event that showcases trends, insights and best practices for measuring, aligning and communicating your customer experience strategy to ensure business relevance.

3 Full Days of NEW Topics
Day 1: Customer Experience Design & Measurement
• Experience Engineering
• Design Management
• Redesigning a Program
• Analyzing VoC
• Data Deployment and Data Dissemination
• Social Media Feedback
• New Innovative Methodologies
• Internal Customer Index Scoring vs. NPS
• Enterprise Feedback Management

Day 2 & 3: Strategic Thinking & Action Planning
• Using VoC to Take Actionable Insights
• Alignment
• Employee Engagement
• Monetizing Your Customer Experience
• Recovery Strategy
• Linkage
• Customer Service

High Level General Sessions that Focus On:
• The Rising Role of the CCO
• Innovation & Creativity in Customer Experience
• Operational Perspective
• Digital Customer Experience
• Leadership
• Behavioral Economics

Plus! Idea gathering forums following each session topic.
The Audience:
• Individuals within the company responsible for customer experience, voice of customer, customer research
• Individuals with direct experience for the customer experience and/or voice of customer collection, dissemination, interpretation and results
• Individuals seeking to enhance their own company's capabilities in these areas (become more customer-centric and drive business results through improved customer experience), and willing to help others advance through sharing of best practices and experiences
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 Jon Saxe, Business Development Manager at jsaxe@iirusa.com or 646.895.7467.

Interested in Becoming a Media Partner or Featured Event Blogger?
Contact Kacey Anderson, Marketing Manager, at kanderson@iirusa.com.

Call for Presenters:
For consideration, please email slevyn@iirusa.com with the following information by Friday, January 13, 2012.
• 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 Total Customer Experience Leaders conference. We look forward to receiving your proposal!

Learn How JetBlue, L’Oreal and Gilt Groupe are Using Mobile to Grow Their Business

Worldwide sales of mobile devices to end users totaled 428.7 million units in the second quarter of 2011, a 16.5 percent increase from the second quarter of 2010 (Gartner), which makes mobile one of the most popular mediums for you to connect, engage and sell to your consumers. How can you maximize these opportunities immediately?

Learn how to successfully leverage the mobile medium to build meaningful experiences and convert mobile interactions to transactions at The Mobile Marketing Conference (TMMC), March 19-21 at the Ganesvoort Hotel in Miami FL.

TMMC has gathered the leading consumer brands who are enjoying MAJOR success through mobile marketing: Google, Jet Blue, L’Oreal, Turner Networks, Conde Nast, Capital One, Gilt Groupe, CNN, Zappos, Taco Bell will present you with case studies and stories showcasing action and demonstrating value:
• Aligning mobile strategy with brand goals
• Allocating resources across the mobile channel
• Usage patterns and mobile behavior
• ROI & Measurement
• mCommerce & Payments
• Mobile Advertising
• Mobile Gaming
• And much more...

You will leave TMMC with information you need to keep your organization competitive in an always evolving mobile industry.

Download the brochure to see full speaker list and session descriptions.

If you are want to learn how to harness the power of mobile marketing to further your brand’s reach and impact you won’t want to miss The Mobile Marketing Conference. As a readers of our blog, we’d like to offer you an exclusive 15% discount. Register with code TMMC12DIGITAL here.

We hope to see you in Miami.
All the best, The Mobile Marketing Conference Event Team

P.S. Join our social media community! Our new LinkedIn Group is a place to share expertise and brilliant ideas on anything mobile marketing and you can also follow us on Twitter or on Facebook for conference updates and industry insider news.

The Market Research Technology Event Full Program Now Available!

From market research to business intelligence, the tools available are growing exponentially, the knowledge available is astounding, the game is changing, and therefore, so are we.

We proudly present the new and expanded: Market Research Technology Event, a holistic synthesis of intelligence, insights and implications. This is an event with practical lessons, productive debate and inspirational messages for moving forward and driving innovation in your organization.

We are arguable in the midst of the most major sea of change the industry has ever seen. Historically market research has been the main driver of data collection - but now, with the explosion of data available and convergence of so much data - researchers are expected to perform data integration, aggregation and prediction alongside their data collection.


Don’t forget, as a reader of this blog, we’d like to offer you an exclusive discount of 15% off the standard rate when you register and mention code MRTECH12BLOG! If you have any questions about the event, feel free to email Jennifer Pereira at jpereira@iirusa.com.

Wednesday, January 4, 2012

Welcome to 2012: The Year (or Decade?) Of The Customer

I came across this discussion on Focus this morning and thought it would be the perfect way to start off 2012 here on the Customer's 1st blog. 

As we saw throughout 2011, customers are increasingly empowered to share their experiences (be it via Twitter, Mobile Apps, or elsewhere online) leading to the need for a holistic digital customer experience strategy. As we conducted our TCEL podcast series this past summer, this need was repeatedly confirmed by our industry experts.

Going back to the original Focus discussion, the first poster posits "customers are finally feeling their own power. Bank of America and Netflix are two great examples of when customers said "No!"" And it's certainly true that the digital world provides myriad opportunities to do so. This calls to mind my other main takeaway from our Storyteller Spotlight Series and all of our exploration in 2011: that the need to make a more personal, human connection with customers in this highly digitized world (perhaps by "walk[ing] a mile in your customer's shoes.") is more important that ever.

So, will 2012 be the year of the customer? Is this "The Decade of The Customer"? 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.

Online television viewing habits in the UK slowing

The growth of online television program viewing in the UK is slowing.  According to The Guardian, between November 2010 and 2011, there was a growth of 5%.  In the group of 4,000 viewers, 11.2% of them watched television onilne in 2010 and a small increase of 14.4% watched TV online the next year.

What could be causing the slowing growth is the increasingly easy to access set-top-boxes on demand and rewatch instantly services.

However, with internet television growing slowly in the UK, one area intersting area seeing growth is the viewing of  television shows on mobile devices. This was up from 1.9% in 2010 to 3.0% in 2011, the demographic showing the most growth was age 15-39, with a growth from 5.8% to 9.8% in the span of a year.

This year at The Audience Measurement Event, TiVo & Acxiom will be on hand to present Your Segments – Their Viewership to look at who watches television, where, and how to best invest your advertising medium through this medium.  For more information on this session and the event,download the brochure.

Tuesday, January 3, 2012

"Running The Gauntlet" in 2012

It's 2012 and we're back to blogging some of our favorite digital marketing content. Today we wanted to send out a special "Congrats" to "Celebrity CMO" Jeffrey Hayzlett, who will be chairing our upcoming event, The Mobile Marketing Conference.

Hayzlett's new book "Running the Gauntlet" is out today! Click through here for more info. You can also follow his blog The Change Agent, for content like the video below.



For more about The Mobile Marketing Conference, join our communities:
Twitter
Facebook
LinkedIn Group

Augmented reality glasses on the way from Google?

Can you imagine walking around with a pair of glasses on and targeted information appears in the lens of your glasses?  According to a recent post from Fast Company, Google is working very diligently at making this a reality.  Their connection with the Android makes the technology possible, and their extensive database with user information would allow anything that appears on the glasses lens to be selected specifically for the user.

At this year's The Market Research Technology Event, we'll have a full day symposium on Mobile Research & Technologies Symposia, which looks specifically at new technologies like this that can look at how people use technology on the go, and possibly how augmented reality could fit into the picture in the future. As a valued reader of The Market Research Event’s blog, we’d like to offer you an exclusive discount of 15% off the standard rate for The Market Research Technology Event when you register and mention code MRTECH12BLOG! If you have any questions about the event, feel free to email Jennifer Pereira at jpereira@iirusa.com or visit the webpage.

What impact could technology like this have on the user?  What would be the advantages for marketers with an augmented reality like this?