Wednesday, February 29, 2012

Weathering The Cross-Platform Conundrum

Happy Leap Day! It may be nearly March, but here at the Digital Impact Blog headquarters in NY we're looking at a possible "powerful winter storm" after 57 degree temperatures earlier this month. This crazy winter has had me turning to my Weather Channel app more than once, and I'm not alone.

According to TMMC media partner MobiThinking: "With 33 million unique monthly users on Weather.mobi and 20 million app downloads on both Android and iPhone, The Weather Channel is one of the top mobile destinations in the US."

But it's not just valuable information alone that makes The Weather Channel a favorite. The Weather Channel is also able to develop innovative mobile advertising campaigns for their ad partners as different users access the app from different devices. Customization to this level provides a valuable service for advertisers and users alike. Scott Jensen of Weather Channel spoke with MobiThinking about their cross-platform strategies in the interview below:



For more from Scott M. Jensen, Vice President, Digital Products/Apps, The Weather Channel, join us at The Mobile Marketing Conference. Scott will be presenting "Developing Brand Appropriate Multi-Screen (or Cross-Platform) Strategies" in our Strategy track on Tuesday, March 20th, 2012.

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.

The Audience Measurement Event Session Spotlight: How Mobile is Changing Psychology, Sociology and the Way Consumers Behave

Social, digital and mobile are not merely touch points, they are lifestyles. Understanding consumers’ media and the question over what should be measured – i.e., “new KPIs” are at the top of every agency, brand and career researcher and have never been more important than they are today. Borrowing best practices from The Market Research Event and our Shopper Insights in Action event, The Audience Measurement Event focuses on the business value and actionability of understanding and translating consumer media consumption.  Today's session spotlight is on focuses on exactly this.  If you'd like to join Pat Dermody at The Audience Measurement Event, as a reader of this blog when you register and mention code AM12BLOG, you'll receive a discount of 15% off the standard rate!

Featured Session: How Mobile is Changing Psychology, Sociology and the Way Consumers Behave

Featured Speaker: Pat Dermody, VP, Digital Media and Social Media, SEARS HOLDING

About the session: Mobile is now part of everyday life for Americans. It has fundamentally changed the way we get our news, stay current, shop and engage with others. With this one device, you can now access audio and video files, surf the Internet and connect in the social sphere. This session will examine how mobile has changed the game in how consumers interact with media and their preferences while using the mobile device.

Tuesday, February 28, 2012

Passport Please! Best Practices in Executing Online Research in Emerging Markets - Complimentary Webinar

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

Passport Please! Best Practices in Executing Online Research in Emerging Markets
Wednesday, March 7, 2012
1:00PM - 2:00PM Eastern Time
Presenters:
• Jason Scott, Senior Vice President, EMI Online Research Solutions
• Aaron Walton, Vice President, Client Services, EMI Online Research


Reserve your Webinar seat now at: https://cc.readytalk.com/r/wnn77e60kmf4
Please mention priority code: MWJ0017-BLOG

With the US economy continuing to lag, many companies are banking on growth to come from emerging markets and other global hotspots and are relying on consumer insights teams to help spearhead the charge. Many of these global initiatives are being managed from US teams with little knowledge themselves of how to apply research best practices within markets very different from our own. This webinar reveals specific centers of new online research growth including APAC, Latin America, Russia, Turkey, and the Middle East. While most online research is doable, not all is done well. We take a market by market look at works well and not so well when attempting to execute online research in these ever more popular geographies.


You will walk away from this webinar with the following key learnings:
• Targeting Available
• Panelist Counts
• Cost Expectations
• Cultural Implications
• Best Practices

After registering you will receive a confirmation email containing information about joining the Webinar.

Sponsored by: EMI
EMI is a solutions expert for online market research. In the world of online sample, we work without the bias of having our own panel, and rather aggregate a network of panels with our clients in mind. This bias and advocacy to our client's needs rather than our own panel, ensure that clients get the best and correct sample for any particular study or target without competing interest. Our clients mix from Top 50 market research firms, advertising groups, polling companies, and research branches of end clients. EMI delivers on commitments to its clients with an access and breadth of targeting that is unparallel in the industry.

Monday, February 27, 2012

What's your Digital IQ?

Think tank for digital innovation L2 is predicting that, amongst other digital trends, mobile and iPad commerce will triple in 2012. In this blog post, they cite the facts that "For the first time ever, global shipments of smart phones and tablets exceed shipments of PCs. And this past December, Americans averaged 22 more minutes a day with mobile apps than browsing the web" as key indicators of this trend.

Other predictions include the growth of social platforms Pinterest, Tumblr and Instagram and Facebook finally achieving status as a key traffic driver as more prestige brands build their presence on the site. So what's your brand's digital IQ? Will your marketing plans take these predictions into consideration in 2012?


Professor Scott Galloway, author of the Digital IQ Index® which provides brands with a benchmark to measure digital competence against peers, will be speaking on the move towards mobile and on ranking and evaluating the business world’s iconic brands’ digital footprint this March at The Mobile Marketing Conference. Scott will also discuss how digital is reshaping business and how best practices can guide a managers decision making (i.e. what do I do next?).

For a sneak peek at Scott's upcoming presentation topic, watch this video from L2 detailing their 5 boldest digital brand predictions for 2012 and start to measure your own Digital IQ.


For more from Professor Scott Galloway on how:
 • Corporations are lagging the consumer, not investing in platforms that consumers are
flocking to;
• Digital competence will be the primary differentiator between firms that increase their
stakeholder value, vs. those that leak value; and
• We will look back on this era as the “salad days,” an exceptional time to build communities
on emerging platforms and exploit new technologies

Join us for his session "Digital IQ & Shareholder Value" at The Mobile Marketing Conference. 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 

Total Customer Experience Leaders Summit 2012 Agenda Released

We're proud to announce the 2nd Annual Total Customer Experience Leaders Summit 2012, taking place June 6-8, 2012 in Boston, MA.

For 2012, the Total Customer Experience Leaders Summit is about breaking silos. It's about joining together diverse industry leaders to share genuine insights and best practices for designing an integrated experience with measurable impact. Download the conference brochure.

No matter where the accountability of "customer value" lives in your organization, customer centricity is a real leadership issue and one that takes priority especially today.
2012 Keynote Speakers Include:
 • Kelly Harper, Director, Brand & Customer Experience, BMO FINANCIAL GROUP
• Mathew Valenti, Ph.D., Director, Global Market Research, STARWOOD HOTELS & RESORTS WORLDWIDE ONE STARPOINT
• Scott Hudler, Vice President - Global Consumer Engagement, DUNKIN' DONUTS
• Todd Walthall, Senior Vice President, Channel Management, USAA
• Robert Deluce, President & CEO, PORTER AIRLINES
 • And more! Download the brochure for the complete speaker line-up and full conference agenda.

Key Focus Areas Include:
• Customer Experience Design: See how VOC data and design principles can be used to engineer experiences across your organization.
• Measurement & Feedback: Drive change and optimize your sales force by measuring customer feedback through the entire customer experience.
• Strategy: Interpret, analyze and evaluate your customer strategy to ensure business relevance.
• Alignment: Integrate and leverage your customer touchpoints - measurement & ROI, linkage, VOC, technology, design principles, operational metrics, and senior leadership - to structure a successful and meaningful program.

As a reader of our blog, we’d like to offer you a 15% off the standard registration rates, use code TCEL12BLOG to save. Register today.

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


Follow us on Twitter: http://twitter.com/TotalCustomer
Become a fan on Facebook:  http://on.fb.me/Aw2yW4

Customers share their needs before they know it

Many of the conversations surrounding market research technology is how much data we're collecting, but often times, there's a huge opportunity to predict what the consumers want from their products before they even know it. In a recent article at Fast Company, Scott Anthony shares how companies went into the lives of consumers, and by just observing their everyday behavior, they found hidden needs that the consumers didn't even know they had. Proctor and Gamble came up with the concept for Swiffer after they saw how a consumer didn't have an easy way to pick up coffee grounds that feel on the floor while making coffee.  It is through truly understanding the consumer and how they use products that can lead to a successful product that can fill needs of the consumer.  Read the entire Fast Company article here.


So how can companies use this?  At The Market Research Technology Event, Dan Ariely, Duke Professor of Behavioral Economics at Duke and Author, Predictably Irrational will be on hand to present "The Hidden Forces that Shape our DecisionsWho Put the Monkey in the Driver's Seat," which will examine the how consumers everyday behavior affects the decisions they make.  Many of the behaviors researchers observe often have to   For more information on this presentation and the rest of the event, download the brochure here.  If you'd like to join us April 30-May 2, 2012 in Las Vegas for the event, register today and mention code MTECH12BLOG and save 15% off the standard rate!

How important is it to spend time with your consumers to collect data?  Or do you always rely on surveys?

Friday, February 24, 2012

This Week in Digital Marketing: Mobile Madness

Going forward in 2012 we'd like to provide you with occasional roundups of some of our favorite finds. We're now only 3 weeks out from The Mobile Marketing Conference and it's fair to say that Mobile is on our minds, here are our favorite links from this week:

Forrester told us that "Employees Use Multiple Gadgets For Work — And Choose Much Of The Tech Themselves" noting that "About 25% are mobile devices, not PCs."(To hear more about Forrester Research join Melissa Parrish, Senior Analyst, for "Choosing a Partner for Mobile Marketing Strategic Services" at TMMC)
Mobile is growing not just in the workforce, but around the world. IBM's A Smarter Planet blog shared this great infographic about the future of Mobile in Africa.

If you were curious how mobile tie-ins during Superbowl ads worked earlier this month, check out this podcast with Rachel Pasqua and author Rick Mathieson.

In the social world,  Mashable asked the enviable question "What to Do When Your Social Media Strategy Is Successful?" Their video interview with Amber Naslund former vice president of strategy for Radian6 gives some ideas about dealing with the impact that a social success can have across a company. Facebook continues to push forward with advertising, hinting at new ads that are "social by default."

Lastly, here on the blog we asked that you help us out with some hot mobile topics for our expert panel - will you take a second to fill out our survey?

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

This Week In Customer Experience: Anticipate & Make It Great

As we quickly gain on the next Total Customer Experience Leaders (TCEL) Summit in June, we'd like to occasionally share with you some of our favorite links of the week on customer experience, customer experience design, and overall customer-centricity.

This week, Fast Company was a gold-mine of Customer Experience articles, providing this piece "User Experience The Don Draper Way," this blog on the false dichotomy between Culture and Strategy, "4 Elements That Make A Good User Experience Into Something Great" and this feature on Co.Design on "3 Ways To Predict What Consumers Want Before They Know It."

Our favorite take-away from the above? “Everyone has a customer, whether it is a purchaser, user, or co-worker”

Customer experiences happen for everyone throughout a company, and anyone can identify opportunities for "pinpointing problems customers can’t adequately solve."

Elsewhere, this blog post by Pretium Solutions was shared in our LinkedIn group about the power of "I'm Sorry" and the emotion attached to customer experiences. Also on LinkedIn, I asked "What are your current biggest customer experience challenges?" join the group and vote on the poll here. 

What were your favorite customer experience links this week?

Like these updates? Follow us on Twitter  or Facebook for industry news throughout the week. 

Google, Turner Broadcasting and Facebook to Keynote at The Audience Measurement Event

The Audience Measurement Event is the year's only event to bring together the most visionary thinkers, brand marketers and media powerhouses - all focusing on the business value of understanding your consumers total audience consumption.

Borrowing best practices from The Market Research Event and Shopper Insights in Action, The Audience Measurement Event shares 100% real-world, new perspectives from high level keynotes who will talk strategy and real-world practitioners sharing experience through case study examples.

Keynotes include:
  • • Measuring Paid, Earned and Social: From Reach to ROI presented by Sean Bruich, Head of Market Research, Facebook
  • • Engaging Your Target Audience throughout the Path to Purchase presented by Catherine Roe, Head of CPG, Google
  • • TV Everywhere -- the Research Challenge presented by Jack Wakshlag, Turner Broadcasting
Breakout Track Topics include focus on Measurement & Advanced Analytics, Brand Engagement & Media Integration, Consumer Trends & Future Media Landscape including perspectives from Google, Innerscope Research, Intuit, NBC Universal, National Football League, Time Warner Cable, A+E Networks, Kimberly-Clark Corporation, Kraft Foods and more.

Download the conference brochure for full session descriptions.  

The Audience Measurement Event is taking place May 21-23, 2012 in Chicago, IL. If you mention priority code AM12BLOG when you register for the event, you will receive 15% off the standard rate! If you have any questions about the event, please feel free to contact Jennifer Pereira.

Thursday, February 23, 2012

Last Chance to Save on The Mobile Marketing Conference

The Mobile Marketing Conference (TMMC) is only 3 weeks away!

According to CTIA's report in October 2011, the number of U.S. smartphone users totaled 95.8 million. By now, the number should be over 100 million.

The question is no longer about whether or not you should be doing mobile marketing. All the statistics prove that "IF" is not the question, but rather "HOW" to make mobile devices a more powerful marketing tool for your organization, and an engagement and buying vehicle for your customer. That's why you can't miss TMMC, an event that will show you how to leverage the mobile medium to build meaningful mobile experiences and convert mobile interactions to transactions.
With case studies from leading brands like Google, JetBlue, L'Oreal, Zappos, Pandora, Groupon, Capital One, Gilt Groupe and many more, you will learn how to do mobile marketing, and do it right, from the best of the best.

Key focus areas include:
• Integrating mobile into the greater marketing strategy
• Aligning mobile strategy with brand goals
• Allocating resources across the mobile channel
• Usage patterns and mobile behavior
• Mobile advertising
• Mobile gaming
• Optimizing social media efforts for mobile
• Designing seamless user experience
• ROI & measurement
• And much more...

Also, you won't want to miss keynotes from:
• Professor Scott Galloway, Clinical Professor of Marketing, NYU Stern & Founder of Red Envelope
• Catherine Roe, Head of CPG, Google
• Jason Tester, Futurist, Institute for the Future
• Chaired by Jeffrey Hayzlett, Celebrity CMO and Founder of The Hayzlett Group
• See the full speaker list by downloading the brochure.

Whether your organization is fully immersed in mobile marketing or looking to venture into this channel, you don't want to miss The Mobile Marketing Conference. As a member of our LinkedIn group, 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/TheMMConferenceor on Facebook: http://on.fb.me/uFo6zi for conference updates and industry insider news.

Data is coming in troves, what's next?

So many doors are opening with the vast amount of data collected each day.  With the ever increasing amounts of big data, how can companies keep up and use it to their advantage?  In a recent article at Top Coder, they examine how all industries, not just the ones currently using big data, can profit from making sense of the data.

Through visualization, companies will be able to see the data and predict the future outcomes.  The end user will be a huge beneficiary from the data, as they will see more suggested products  and algorithms that will produce more information that is relevant and interesting to them.  

At the 2012 The Market Research Technology Event, Animation Dynamics will be on hand to present "Ethnographic Animation For New Mobile User Experiences," which will examine how to take the big data that is being created and use it as a way to communicate with anyone in the product chain, from the decision makers of the company to the consumers who are buying your products.  For more information, download the brochure.  As a reader of this blog, when you register to join us April 30-May 2, 2012 in Las Vegas and mention code MRTECH12BLOG, you'll receive 15% off the standard rate.

What steps should companies be taking to take advantage of the ever increasing amount of data pouring into our channels?

Wednesday, February 22, 2012

The New Age of Television: People are Thinking Outside the (Cable) Box

This blog post is co-posted with the Voices of CMB Blog, written by Chadwick Martin Bailey.  They are sponsors of The Audience Measurement Event taking place March 21-23, 2012 in Chicago, IL.  As a reader of this blog, when you register to join us and mention code AM12BLOG to receive 15% off the standard rate!

** ** **
When we set out, in our latest CMB Consumer Pulse, to discover how consumers are navigating the unprecedented range of options for accessing TV and movies, we knew some of the things we’d find out—e.g. the number of people who have completely cut the cord is still small, Netflix streaming is very popular, and many people are watching on smartphones and tablets. However, some things surprised us:

Completely cutting the cord may be rare, but that’s not the only, or even the most important thing to worry about
People who have completely “cut the cord” entirely are a very small group (3% of the study’s population). The more compelling finding is the number of people who may be “on deck”— those who have tried Over-the-Top TV (OTT) and/or those who are considering reducing their pay TV service.
  • - More than half (54%) of respondents used the Internet to watch TV at least once. (tweet this)
  • - Nearly half (43%) of pay TV subscribers said that they were at least somewhat likely to cut back on premium services (like Pay-Per-View or premium channels) in the next year. (tweet this)
This suggests that a big chunk of consumers’ TV-watching dollars could shift, even if their pay TV cords remain intact. And, that awareness and perceived value of OTT have risen to a point where consumers of all kinds are investigating OTT as an option.

The biggest screen does NOT always win, and the definition of “watching TV” is changing
Everyone knows that new devices are impacting consumer behavior. But our research suggests technology is driving fundamental changes in how people define the “TV watching experience.” For example:
  • - Among people who watch TV on tablets, 58% say that they watch TV on their tablet when they’re at home. (tweet this)
  • - Nearly two-thirds (63%) of those people say they’ve used a tablet even when they could have watched the same show on their TV. (tweet this)
There’s no indication that people will stop using their televisions entirely. But this does suggest that mobile devices have a role in the TV experience that transcends their mobility; and there are more scenarios where people will choose something other than the biggest available screen.

Not all elements of the TV watching experience are created equal
In our survey, consumers completed an exercise that forced them to trade off different attributes of a TV service provider based on what was most important to them. Some of the findings were obvious (e.g. people want to pay less for their TV). But other priorities offered more of a surprise:
  • - Streaming Content beats Owning Content: Consumers prefer alternatives that rent/stream video over those where you download and own the content. (tweet this)
  • - More Content beats Newest Content: More consumers say having the largest catalog of content was more important than the fastest access to new content. (tweet this)
In short, technology and features matter but complexity is a barrier to switching over completely. Today, people who want an OTT solution have to manipulate a Rubik’s cube of devices, platforms/providers, and payment models. However, that will change as more streamlined solutions come online. In the future, the most successful offerings will be those that provide a simple solution that's built around the things that matter most to consumers.


Check out this short video:











We surveyed nearly 1,500 consumers in the U.S. to get a pulse on their TV and video viewing habits and what it means for the future of OTT. Learn more, download our Consumer Pulse: The New Age of Television.

Posted by Jon Giegengack, Jon is a Director at CMB and leads research for digital entertainment companies in television, music, videogames, and social media. As a veteran cord cutter, he knows the good, the bad and the ugly of today’s TV options.

Tuesday, February 21, 2012

Crowdsourcing the Hottest Topics in Mobile Marketing

This March at The Mobile Marketing Conference, we'll be putting a panel of industry experts to the test with questions from the audience.

Entitled "EXPERT POINTS OF VIEW: Crowdsourcing the Hottest Topics in Mobile Marketing" this session will dive deep into the hottest topics generated at the conference and online. We need your input to get the ball rolling with questions to put to the panel.

Help us out by answering the questions below and check back here on the blog during and after the conference for responses.

1. What is your biggest challenge in mobile marketing today?

2. What are the hottest topics in mobile marketing today?

3. If you had 30 minutes with a mobile marketing expert, what would you ask them?

You can send us your answers in the comments, or answer anonymously via our online survey. Click here to take survey.

There's still time to register to join us at the live event in Miami! To learn more, download the brochure.  Save 15% when you register with code TMMC12DIGITAL here.

Friday, February 17, 2012

Customer News of The Week: Loyalty, Loyalty, Loyalty

As we quickly gain on the next Total Customer Experience Leaders (TCEL) Summit in June, we'd like to occasionally share with you some of our favorite links of the week on customer experience, customer experience design, and overall customer-centricity.

This week there was one big "L" word on everyone's lips, and while love plays into it, that word was actually "Loyalty."

I got emails urging me to vote for my favorite loyalty hotel program in the annual Freddie Awards and Valentine's Day inspired a number of articles about winning customer love.

Additionally, our sister-blog, The Digital Impact Blog featured a post on winning customer loyalty via Mobile apps and Fast Company featured a guest blog by Brian Solis "Why User Experience Is Critical To Customer Relationships" that is definitely worth a read for anyone interested in customer experience design.

Solis writes:
"User experience (UX) is now becoming a critical point in customer engagement in order to compete for attention now and in the future. For without thoughtful UX, consumers meander without direction, reward, or utility. And their attention, and ultimately loyalty, follows."

What were your favorite customer loyalty links this week?

Like these updates? Follow us on Twitter  or Facebook for industry news throughout the week.

News Roundup: One Month Til Mobile & Some Sweet Digital Campaigns

Going forward in 2012 we'd like to provide you with occasional roundups of some of our favorite finds.

This week on the blog, we had a great guest post by TMMC speaker Darin Wonn, we celebrated New York Fashion Week by looking at L'Oreal's Redken mobile marketing, and we got excited about some of the top brands that will be at next month's conference.

Elsewhere, the world celebrated Valentine's Day in a very mobile way, from mobile searches for restaurants and florists (62% mobile!) to AR magic at Starbucks. According to brandchannel:

"One quarter of smartphone owners will research and compare products on their phone, one in ten will make purchases and redeem coupons, and one in five will be looking up on the spot information like location and store hours. One-third of tablet owners will research products and compare prices, and one in five anticipates actually purchasing their gifts on the device."
Given that mobile purchases are predicted to total $119 billion globally by 2015, and "The Number Of Mobile Devices Will Exceed World’s Population By 2012," it's only natural that brands are flocking to the medium, but AdWeek took a moment to wonder "Do Mobile Ads Still Suck?"

When it comes to the platforms that are making the mobile web so popular, Ford Fiesta introduced an Instagram campaign via Facebook and up-and-comer Pinterest continued to generate a lot of buzz, from questions of copyright, to some helpful dos and don'ts for brands. Additionally, Facebook announced that we can look forward to Timeline for brands later this month and Mashable rounded up some of the top brand pages on Google+.

Is your company pursuing any new digital strategies? What platforms or mediums are you looking at?

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

QuestBack Included in Analyst Firm’s Evaluation of Peer-to-Peer Customer Community Software

In 2015 Firm Expects SaaS in the CRM industry to approach $6.4 billion
in total software revenue

Oslo, Norway – February 15, 2012 – QuestBack, a global leader in enterprise feedback management (EFM), today announced that Gartner, Inc. has included the company in a research report evaluating six global vendors in the peer-to-peer customer community marketplace. QuestBack was also included as a Niche Player in Gartner’s 2011 Magic Quadrant for Social CRM .

Recognized as Europe's foremost supplier of feedback management software, QuestBack is focused on expanding globally and recently opened its North American headquarters. In a move to help clients improve overall business insight through social media channels, QuestBack recently acquired social CRM provider Globalpark and launched QuestBack Social Connect, helping organizations better engage, understand and activate fans and followers.

According to Gartner’s report, “The critical capabilities of peer-to-peer customer communities allow customer service and support to be provided by customers, rather than an organization’s customer service representatives (CSRs). This allows for networking among the customer base, creating communities of experts and advocates to be leveraged for further customer service, marketing, sales and e-commerce initiatives.”

“Over the next year, QuestBack anticipates a dramatic shift in corporate interest around engaging social communities effectively. Building a strong community where customers can engage and share experiences not only with each other, but also directly with brands, is where the true business value in social media lies,” said Ivar Kroghrud, QuestBack CEO. “As social CRM becomes an integral part of how companies interact with customers, we are honored to be included in this research as well as recognized by Gartner as a Niche Player in the social CRM space.”

About the Magic Quadrant

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose

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.


In 2015 Firm Expects SaaS in the CRM industry to approach $6.4 billion
in total software revenue

Oslo, Norway – February 15, 2012 – QuestBack, a global leader in enterprise feedback management (EFM), today announced that Gartner, Inc. has included the company in a research report (1)  evaluating six global vendors in the peer-to-peer customer community marketplace. QuestBack was also included as a Niche Player in Gartner’s 2011 Magic Quadrant for Social CRM (2) .

Recognized as Europe's foremost supplier of feedback management software, QuestBack is focused on expanding globally and recently opened its North American headquarters. In a move to help clients improve overall business insight through social media channels, QuestBack recently acquired social CRM provider Globalpark and launched QuestBack Social Connect, helping organizations better engage, understand and activate fans and followers.

According to Gartner’s report, “The critical capabilities of peer-to-peer customer communities allow customer service and support to be provided by customers, rather than an organization’s customer service representatives (CSRs). This allows for networking among the customer base, creating communities of experts and advocates to be leveraged for further customer service, marketing, sales and e-commerce initiatives.”

“Over the next year, QuestBack anticipates a dramatic shift in corporate interest around engaging social communities effectively. Building a strong community where customers can engage and share experiences not only with each other, but also directly with brands, is where the true business value in social media lies,” said Ivar Kroghrud, QuestBack CEO. “As social CRM becomes an integral part of how companies interact with customers, we are honored to be included in this research as well as recognized by Gartner as a Niche Player in the social CRM space.”

About the Magic Quadrant
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose


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.


** ** **
(1)Gartner Inc. “Critical Capabilities for Peer-to-Peer Customer Community Software,” Jenny Sussin, Michael Maoz, Adam Sarner, 30 January, 2012
(2) Gartner, Inc. “Gartner Magic Quadrant for Social CRM, 2011,” Adam Sarner et al., 25 July, 2011