Thursday, January 31, 2013

Looking at leaders: Jonathan Stephen

Our 2013 event is all about the Insights-Rich Customer Stories. With that in mind, in the months leading up to the 2013 Total Customer Experience Leaders Summit we're going to be featuring some of our amazing customer experience leaders here on the blog.

This week, let's take a look at:
Jonathan Stephen, Head of Mobile, JetBlue Airways

In his design-focused session "Lessons from JetBlue: Designing a Mobile App that Motivates," Stephen will discuss the ways that mobile has impacted all phases of the travel experience. With advanced data networks and increased smartphone adoption, customers now have instant access to information at every touchpoint. In this session, attendees will learn how to really motivate and connect with mobile.


Get a sneak peek of what Stephen has to share in this video from Mobile Mixed, "Get An Inside Look At JetBlue’s Mobile Strategy: A Chat With Jonathan Stephen"


For more about the Total Customer Experience Leaders Summit and our featured speakers, visit our website and download the brochure. Register as a reader of our blog with code TCEL13BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

Wednesday, January 30, 2013

Australians' Retailers Tech Innovations Instore Are Paving the Way to the Future

Innovation
Innovation (Photo: Seth1492)

Australian retail companies generate 292 billion in revenue annually, however only 14.6 billion of that number is from online sales. The online retail sensation, which has led to about 11 times more revenue in the US then Australia, doesn't seem to be happening down under.

Online/Offline Convergence Instore

With two-thirds of Australians reporting that they prefer “brick and mortar” retail stores it would seem to an untrained eye that IT has no place in the Australian retail industry. However, this is far from the case as Australian retail firms begin to use IT innovations to create more engaging customer experiences within traditional store settings.   An example of these innovations is storing customer demographic information through in-store video feedback.

Implementation of this video feedback technology will allow retailers to know who was shopping for their products and when. This kind of information could prove invaluable for advertisers seeking to directly target certain market segments. When new products are released retailers will be able to see who is shopping for those products and can use that information to target the corresponding market segments with their advertisements.

Data Mining in a Cashless Society

An additional retail innovation likely to impact market research is the replacement of the conventional cash register with point-of-sale devices capable of reading the increasingly popular mobile payment apps on smartphones. Instead of taking merchandise in line to wait for a cashier at a register, customers who decide they want to purchase something can just take out their smart phone and instantly purchase it.

This kind of cashless system, combined with technology like video feedback could place marketers even deeper into the mind of consumers. When consumers have the ability to make purchases at will, and marketers have the chance to actively observe how they do it, the result could be the perfect product.

The Art of the Explorers

To further explore the implications of innovative technology, social and big data, emerging methodologies  and how they will shape the future of market research, we invite you to join us at The Future of Consumer Intelligence event taking place on May 14-16, 2013 in San Francisco, California. It will be a gathering of the entire "consumer culture" collective traversing common ground across roles and industries to translate behavioral information into business opportunity together.

Jeffrey Marino is a contributing writer concentrating his focus on Business Administration, Management Information Systems, and Tech Innovations. He blogs at Fordham Nights and can be reached at JMarino@iirusa.com




Tuesday, January 29, 2013

Nationwide, Safelite & Facebook Integrate VOC & Market Insights into Customer Strategy

Image representing Facebook as depicted in Cru...
Image via CrunchBase

Are you keeping the customer at the center of every business decision?

Are you using the data captured across the ENTIRE customer journey to create a strategic business plan?

Join us at the Total Customer Experience Leaders Summit as we unite a diverse group of customer-focused change makers to share best practices on integrating VOC and market insights into your customer strategy. Gain the knowledge and skills you need to confidently uncover, manage, link and act on customer data NOW.  

Featured keynotes include:

POWER OF LISTENING:
Valuing Customer Input and Feedback
 - Jasmine Green, Vice President, Chief Customer Advocate, Nationwide

CUSTOMER-CENTRICITY:
How Can Customer Centricity be Profitable
 - Peter Fader, Professor of Marketing, The Wharton School of the University of Pennsylvania

LEADERSHIP:
Driving Good Profits by Building a Customer-Centric Culture
 - Thomas Feeney, President & CEO, Safelite AutoGlass

SOCIAL MEDIA:
The New Collision of Measurement and Customer Insights
 - Sean Bruich, Head of Measurement Platforms & Standards, Facebook


And much more. Download the brochure to view the comprehensive agenda covering customer experience design, measurement & feedback, strategy and alignment. The Total Customer Experience Leaders Summit covers everything you need to know to create a customer-centric culture.

Register today to secure your spot at the Total Customer Experience Leaders Summit and save $300 off the standard rate.


Registration Information: 
Please mention your blog reader VIP code to save 15% off the standard and onsite rate.
http://bit.ly/UxYinD 
Email: register@iirusa.com
Phone: 888.670.8200




Friday, January 25, 2013

Idea Gathering: Customer Experience News - Employee Engagement

Not just hearing, but translating innovations and insights is a huge part of the value of the Total Customer Experience Leaders Summit. Our unique idea gathering wrap-ups between sessions facilitate alignment of customer strategy inspiration with business relevant actions and have been one of our most highly rated features in the past.

Here on the blog, we'll be presenting weekly idea gathering wrap ups of some of our favorite customer experience strategy, design and alignment news and views.  This week, let's flip things around and talk about employees.

Cynthia Clark of 1to1Media recently wrote "Most companies are striving to improve the experience they deliver to their customers. However, unless they address internal process issues, this task might be a lot more difficult than expected and could lead to disappointing results." When employees can't perform in an efficient manner, customer experiences are directly impacted.

Perhaps at the other end of the spectrum, this feature "The Happiness Machine" on Slate
discusses the many ways that the Google’s human resources department optimizes employee experiences...right down to how many minutes is ideal to wait in line for lunch.

Lastly, a new report from Temkin group identified "Employee Engagement" as one of their core customer experience competencies.

Is your customer experience program engaging employees? Tell us about it in the comments.

For more conversation on topics like this, join us at the Total Customer Experience Leaders Summit: register as a reader of our blog with code TCEL13BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She is the voice behind the Total Customer Experience Leaders Summit on Twitter, Facebook and LinkedIn. She may be reached at mleblanc@iirusa.com

Tuesday, January 22, 2013

Webinar Recording Available: How to Train (and Untrain) Your Brain for Innovationn

Last week we were happy to welcome Susan Robertson, Principal and VP Business Development, Ideas To Go for a unique lesson in ideation in our TMRE webinar: "How to Train (and Untrain) Your Brain for Innovation."

In this session, we learned how to avoid the "Yes, Buts" when running an ideation session by using "Forness®" thinking and Assumption Busting

Missed this session or wish to review? View a recording of the webinar here. You can also download a copy of the Ideas To Go white paper “Finding the Hidden Innovators in Your Company.”

Best,
The Market Research Event Team

Monday, January 21, 2013

INFOGRAPHIC: The Great Social Customer Service Race

Earlier this month, we tweeted a link to "4 Customer Service Lessons from the Biggest Brands on Twitter." We're happy to present a guest post delving into that topic by Ashley Verrill, along with the great infographic. (To submit your own guest content, email mleblanc@iirusa.com)

I recently completed a five-week research project meant to assess the social customer service responsiveness of 14 top consumer brands in the U.S. Twitter specifically is rising in popularity as a medium for voicing consumer queries. I wanted to see how companies such as Coca Cola, Pepsi and Apple leveraged technology to fulfill this need.

To test these companies, I asked four of my colleagues to send customer service tweets to 14 leading consumer brands in seven industries. Each company received one tweet per weekday for four consecutive weeks. For two weeks we used the @ symbol with the company's Twitter handle, but for two more weeks we just mentioned the brand without the @.

The questions were either urgent, or we needed help right that second; positive; negative; or a query from the company's FAQ page. Here's a few lessons we learned about listening technology from the experiment.

Listen for Mentions With @, no @ and #Brand
There was a huge disparity during the race for messages with the @ and those without. Certainly brands shouldn't insert themselves in someone else's conversation, but these interactions also provide an opportunity for the company to express proactive customer service. These interactions increase the likelihood the customer will share the interaction and refer your brand to friends.

Marketing can uncover positive feedback that's perfect for retweeting and fend off competitors that are also listening for their brand. During the race, several tweets directed at Bank of America and Wells Fargo received a response from a competitor asking that we consider their institution instead.

Successful Prioritization Rules Are Key
Customers that tweet requests on Twitter are seeking instant gratification. For companies that receive thousands of mentions a day, it's impossible to expect them to catch everything, but businesses should have a system for picking out the most important messages. During the race, many of the participants missed messages that indicated huge risk of switching brands, or high purchase intent.

Social CRM programs allow users to customize prioritization rules with things like key word identifiers, social clout and customers history. So a company could for example make sure a tweet with “help,” “mad,” “#fail,” “thank you” and the brand name, is moved to the front of the service queue.

Identify Active Socializers
Also important to this message priority system is social customer service history. I hoped one of the companies in the race would see we were active brand followers and improve their response averages - but this didn't happen.

Companies could program a prioritization trigger that alerts agents when a brand advocate or detractor has sent a message. This is particularly important when paired with social clout considerations. Overall, the brands that participated in the race only responded 14 percent of the time. Whether the issue is one of technology or strategy, it's clear even the top brands in the world are still fine-tuning their social customer service strategy.


About Ashley Verrill 
Ashley Verrill is a market analyst and writes for the Software Advice website. She has spent the last six years reporting and writing business news and strategy features. Her work has appeared in myriad publications including Inc., Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal. Before joining Software Advice in 2012, she worked in sales management and advertising. She is a University of Texas graduate with a bachelor's degree in journalism.

Friday, January 18, 2013

Flashback Friday: Podcast: Janet LeBlanc on Creating a Customer-Centric Culture

Earlier this month, we learned that a substantial portion of our audience does not believe their companies have a customer centric-culture. Janet LeBlanc, President, JANET LEBLANC + ASSOCIATES  has been a perennial favorite at the Total Customer Experience Leaders Summit. Let's take a look back to 2012, where we spoke to her about creating a customer centric culture for some tips:

One building a customer centric culture  LeBlanc says, "it's one of the most challenging transformational change initiatives for any senior executive to undertake." For more on the process and the types of culture you may currently be operating under, listen to the podcast. 

If you'd like to hear more from Janet LeBlanc, join us at the Total Customer Experience Leader's Summit in April.

Register as a reader of our blog with code TCEL13BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She is the voice behind the Total Customer Experience Leaders Summit on Twitter, Facebook and LinkedIn. She may be reached at mleblanc@iirusa.com 

Thursday, January 17, 2013

Your Invitation: The Future of Consumer Intelligence

Truly understanding is more than just asking questions and getting answers. It's about translating insights into confident decision making. The collective notion of "Consumer Intelligence" as a source of strategic guidance now spans primary market research as a functionality integrated alongside the aggregation of data behavior patterns into knowledge that serves as the foundation of a customer campaign. It has come full circle as the realization of more intimately understanding a consumer is a viable aspiration.

Now, how close we can come to doing this in real-time?
What technology, innovative methodologies and thought leadership are behind it to see it through?

The Future of Consumer Intelligence covers everything you need to know now, and what you'll need to know for the future:

• Big Data
• Consumer Intelligence
• Prediction Science
• Cultural Tracking
• Social Analytics
• Customer Loyalty
• Data Visualization
• Maximizing Technologies
 • Relational Database Strategy
• Mobile Research
• Digital Ethnography
• Mobile Wallet
• Crowdsourcing
• Neuroscience
• CRM
• Gamification

 Check out this video invite from the #FOCI conference Chairman Ben Smithee to find out why you need to attend:

 

Download the conference brochure for full program details.

Together, let's embrace new opportunities and new ways of thinking about our industry. Here's to a great year.

Registration Information: 

May 14-16, 2013 • PARC55 Wyndham • San Francisco, CA

 * Mention your Blog VIP code: FOCI13BLOG to save 15% off the standard & onsite rate. 

www.FutureofConsumerIntel.com 
Email: register@iirusa.com
Phone: 888.670.8200

Wednesday, January 16, 2013

Reminder: Live Webinar Today: How to Train (and Untrain) Your Brain for Innovation

Don't forget to join The Market Research event and Ideas To Go for a complimentary webinar today at 11 AM EST!

How to Train (and Untrain) Your Brain for Innovation with Susan Robertson, Principal and VP Business Development, Ideas To Go

Wed, Jan 16, 2013, 11:00 AM EST

Register here: https://cc.readytalk.com/r/hdw8uibu3zo3
 
Please use priority code M2428W2BL when registering.

Most organizations constantly look for innovative thinking-and regularly ask their employees to come up with new ideas. The problem is that they haven't always armed their people with tools or techniques to do that. With over 30 years of experience in creativity and innovation, Ideas To Go has uncovered and cultivated the secrets to thinking like an innovator. Join us on January 16, 2013 to help dramatically increase your ability to think more disruptively.

Participants will learn:

  • The most common idea-killing behavior, that we all use all the time, and probably aren't aware of.
  • How to think about new ideas differently, in a way that nurtures rather than suffocates innovation.
  • 2 specific tools that are easy to learn and apply, but that dramatically increase our ability to create new ideas.

Participants will also receive a copy of the white paper “Finding the Hidden Innovators in Your Company”.

This webinar is presented by Ideas To Go http://www.ideastogo.com/




Best,
The Market Research Event Team

Monday, January 14, 2013

Call For Presenters Now Open: The Inaugural Strategic Selling Summit

CALL FOR PRESENTERS: Introducing the Inaugural Strategic Selling Summit co-located with the 13th Annual Shopper Insights in Action Conference July 15-17, 2013

Submit your proposal by email to rmcdonald@iirusa.com by Friday, January 25, 2013

Event Date: July 15-17, 2013 Location: Swissotel - Chicago, IL

INDUSTRY ALERT: OFFICIAL CALL FOR PRESENTERS
The Institute for International Research (IIR) is currently seeking corporate practitioner presenters for:

The Inaugural Strategic Selling Summit

Optimizing the Path to Profit

Due to the high volume of submissions, we suggest you submit your proposal early and no later than Friday, January 25, 2013 to Rachel McDonald, Senior Conference Producer at rmcdonald@iirusa.com. Only proposals from retail, brand and CPG corporate practitioners will be considered, for all other submissions please see sponsorship section below.

Every July in Chicago, key stakeholders within the shopper insights and shopper marketing ecosystem gather to connect with like-minded peers to share innovative stories, fresh insights and sure-fire successes at the Shopper Insights in Action Conference.

Responding to the growing value of shopper marketing, category leadership and merchandizing, this year we are thrilled to announce the Inaugural Strategic Selling Summit focusing on Optimizing the Path to Profit. Co-located with the Shopper Insights in Action Conference we are offering a one-stop shop for the entire customer-facing team. Stay-tuned for more event details on www.ShopperInsightsEvent.com.

With over 650 delegates, The Strategic Selling Summit will share keynotes, but will have its own dedicated tracks covering Shopper Marketing, Category Leadership, Analytics, Strategic Merchandising, and more.

We are currently seeking shopper marketing, merchandising, category and innovation practitioners to present case study examples that illustrate the implementation of the insight, technology that supports high impact activations, how to bring the activation to life at retail, and proven return on investment.

New Content Areas for the Strategic Selling Summit:
• Social Shopping
• High Impact Activations
• Mobile Innovations
• ROI & Measurement
• Proven Examples of How Shoppers Behave In-store
• Technology that Supports the Activation
• Collaboration Between Buyers & Shopper Marketers
• Virtual Shopping Case Studies
• Trends, Technology & Strategies Impacting Retail Environments
• Category Reinvention
• Retail Leadership
• Data Collection, Usage and Sharing
• Understanding the Mindset of the Always On Shopper
• Trends & Innovation Driving Shopper & Consumer Behavior
• Category Growth Strategies
• Aligning Shopper Marketing & Category Management Initiatives
• Strengthening Retail Partnerships
• Collaboration Practices for Category Growth
• Innovation in Private Brand & Brand Identity
We are also happy to consider other topics that you feel would add value and be appropriate.

Confirmed Keynote Speakers include:
• Andreas Weigend, Social Data Lab, Stanford University and Former Chief Scientist, Amazon.com
• Tim Dorgan, Vice President E-Merchandising, Peapod
• Doug Rauch, Former President, Trader Joe’s
• Jenn Lim, CEO, Delivering Happiness and Co-Creator, Zappos
• Phil McGee, Director, Director of Shopper Insights, Campbell Soup Company
• Jonah Berger, James G. Campbell Assistant Professor of Marketing, The Wharton School, University of Pennsylvania and Author, Contagious: Why Things Catch On
• Paul Zak, Neuroeconomist, Professor of Economics, Psychology and Management at Claremont Graduate University and Author, The Moral Molecule

Retailers, CPGs and Thought-Leaders already committed to participate include:
Red Bull North America, Heineken, Kraft, Coca-Cola, NestlĂ©, Jockey, Peapod, Mondelez, Kellogg Company, The Hershey Company, Barilla America, Saint Joseph's University, Campbell Soup, The Clorox Company, Indiana University's Kelley School of Business, Staples, Church & Dwight, The Home Depot, Merck, AOL, Unilever and many more…

If you would like to nominate a track session speaker or a main-stage keynote presenter, please email: rmcdonald@iirusa.com.

Corporate Practitioner Speakers receive complimentary admission to The Shopper Insights in Action Conference as well as The Strategic Selling Summit as well as any pre-conference activity such as workshops or symposium (a value over $8500).

Sponsorship & Exhibiting Opportunities:
What if I am not a corporate practitioner (from a client-side company) but still would like to participate?
More than 70% of our content will be delivered by corporate practitioners from retail, brand and CPG. If you are a consultant, market research firm or solution provider and wish to be a part of the program, please contact Jon Saxe, Senior Business Development Manager at jsaxe@iirusa.com or 646-895-7467. We will customize opportunities to fit your needs from speaking, branding, networking and/or exhibiting.

How to Submit:
For proper consideration, please include the following information with your proposal:
• Proposed speaker name, job title, and company name
• Complete speaker contact information - address, telephone and e-mail
• Short biography of speaker (50-75 words max)
• Title of presentation (one-line, benefit oriented)
• Short summary of content to be delivered (no more than 75 words), followed by three bullet points of what audience members can expect to "take away" from the presentation
Tips/Guidelines to Consider:
• Sessions are 30-40 minutes in length, inclusive of time for Q&A
• Preference will be given to proposals that clearly illustrate the full insights to activation process
• Commercialism and self-promotion from the podium is strictly prohibited. Your presentation will be reviewed by a Content Review Board prior to the event and should you self-promote during the session, you will not be invited to return as a speaker.
• The conference audience consists of brand/CPG-side marketers, category leaders, retailers and thought-leaders responsible for implementation of the insight at retail. Your proposal must present new innovations and strategy, and how it will move the industry ahead.
• Travel and expenses are the responsibility of the speaker.
• If your proposal is accepted you agree that it has not and will not be presented at any other industry forum within one year. It is important that the content is new and not repurposed here or anywhere else.


Due to the high volume of proposals we receive, not every submission is selected. We rely heavily on three components:
• Content matches interest of audience.
• Compelling topic that showcases something new and exciting. It must show how to optimize the path to profitability.
• Speaker is able to provide details in the format of a case study or interactive session. This event is about sharing with members of your industry, so the speaker must be willing to showcase the "how-to" details.

Those selected will be notified no later than February 2013. Thank you for your interest in IIR’s Inaugural Strategic Selling Summit. Stay-tuned for more event details on www.ShopperInsightsEvent.com.

Friday, January 11, 2013

Idea Gathering: Customer Experience News - Big Buzz about Big Data

Not just hearing, but translating innovations and insights is a huge part of the value of the Total Customer Experience Leaders Summit. Our unique idea gathering wrap-ups between sessions facilitate alignment of customer strategy inspiration with business relevant actions and have been one of our most highly rated features in the past.

Here on the blog, we'll be presenting weekly idea gathering wrap ups of some of our favorite customer experience strategy, design and alignment news and views.  This week, let's talk about what seems to be a huge hot topic for 2013: Big Data.

"Big Data" has made an appearance on a lot of year-end and year-to-come lists as a hot topic to watch. CMS Wire named 2013 "The Year of the Customer and Rise of the Data Driven Marketer." and Temkin group included "'Big data' predictive insights." in their list of 13 Customer Experience Trends to Watch in 2013.

In 2013 Predictions: The impact of big data for carriers in 2013 on RCR Wireless News Robert Rich, Managing Director, TM Forum Insights Research wrote that "big data is certainly among the most important forward looking topics for business and IT organizations in service providers today, and it will remain among the top issues/initiatives for the foreseeable future, including of course 2013." 1to1media published "The Customer Experience Crystal Ball: Predictions for 2013" and noted that "organizations continued to grapple with the gargantuan amounts of customer data" in 2012."

But back in December, Kerry Bodine, vice president and principal analyst at Forrester Research wrote on the 1to1media blog "Companies that become mesmerized by Big Data put themselves at risk of spending enormous amounts of time and money amassing new data sources -- and, in the process, forgetting that research methods like observation and one-on-one interviews even exist. This has the potential to create a large, and exceedingly expensive, blind spot."

Here on the blog, I recently spoke with TCEL keynote Chris Frank about data in our Customer Experience Experts podcast series.

This week also saw data expert, Nate Silver, the founder of FiveThirtyEight, taking questions in a Reddit Ask Me Anything thread.

Lastly, our current LinkedIn poll is looking for your opinions on customer data: vote today!



For more conversation on topics like this, join us at the Total Customer Experience Leaders Summit: register as a reader of our blog with code TCEL13BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She is the voice behind the Total Customer Experience Leaders Summit on Twitter, Facebook and LinkedIn. She may be reached at mleblanc@iirusa.com

Thursday, January 10, 2013

TMRE 2012 EXPLOR Award Winners Share The Hidden Motivations of Mobile Users – Complimentary Web Seminar

The EXPLOR award, brought to you by uSamp & DM2, is presented each year at The Market Research Event and recognizes technology innovation and the advancement of research. Congratulations to the 2012 EXPLOR Award recipients, InsightsNow & AOL!

We're pleased to present a webinar recording of the award winning case study for you to view and share: 


In Seven Shades of Mobile: The Hidden Motivations of Mobile Users, Vicki Draper of AOL, and Alec Maki of InsightsNow, share the details of this groundbreaking study, and how AOL and BBDO partnered with InsightsNow to answer the pressing question “What should we be doing on mobile?”

To get beneath the surface and unearth the underlying motivations of mobile users, a revolutionary three-pillared approach that combined mobile, metered data, a primary ethnography study and a quantitative survey was applied.

This research provided strategic clarity as to why consumers behave the way they do, uncovering several insights that run counter to the traditional view of the mobile space.

In this webinar, we’ll describe this innovative approach and counterintuitive findings that emerged. In this session, you'll learn:
• How using the lens of the moment enabled AOL to move beyond the conventional view of mobile behavior
• About the groundbreaking methodology employed to integrate mobile ethnography, a quantitative segmentation and metered mobile data
• Surprising findings about mobile behavior uncovered by the study
• Implications for how marketers should be thinking about mobile

Wednesday, January 9, 2013

Your 2013 Customer Experience Strategy Checklist

Wall Street has identified customer experience as a huge opportunity for growth in that organizations who are doing it right are seeing profits soar above those who have not. The key, of course, is understanding how to align customer strategy against the other long range goals of driving loyalty alongside new business.

How you get this done is what your peer groups will be debating and discussing at the upcoming Total Customer Experience Leaders Summit. Where to spend - how to spend and how to allocate resources - it's all about making it happen in 2013.

We cover it all at the Total Customer Experience Leaders Summit.

Your Customer Experience Strategy Checklist:

√ Cultivate Positive Customer Relationships through Active Listening - Valuing Customer Input and Feedback, Nationwide
√ Transform Data Into Insights to Drive Your Customer Experience Agenda Forward - Curating the Customer Conversation: Making Smarter Decisions in a Data Overloaded World, American Express
√ Unlock Crucial Insights from Online and Offline Experiences to Drive Business Decisions - The New Collision of Measurement and Customer Insights, Facebook
√ Create an Organizational Belief that Customer Experiences Impact Business Results - Eli Lilly's Transformational Journey: Creating Unparalleled Customer Experiences, Eli Lilly
√ Increase Customer Insight throughout the Organization with Customer Survey and Operational Data - Insights from the Service Center: Combining Survey & Operational Data, eBay
√ Support a Customer-Focused Culture with Communication Strategies and Leading Edge Technology - Driving Good Profits by Building a Customer-Centric Culture, Safelite AutoGlass
√ Motivate and Connect with Your Consumer through the Mobile Medium - Lessons from JetBlue: Designing a Mobile App that Motivates, JetBlue
√ Treat Customer Experience as a Business Discipline - Outside In: The Power of Putting Customers at the Center of Your Business, Forrester
√ Develop a Single Customer Experience Metric That Can Be Used to Measure the Overall Health of Customer Experience - Developing a Total Customer Experience Metric, Toyota Financial Services

Visit our website to download the brochure and view the full program. As a reader of this blog, we’d like to offer you a 15% discount off the standard registration rates, use code TCEL13BLOG.


We look forward to seeing you this April in Boston!

The Total Customer Experience Leaders Event Team

Follow us on Twitter: http://twitter.com/TotalCustomer

Become a fan on Facebook: https://www.facebook.com/TotalCustomer

The Future of Consumer Intelligence Full Program is Now Available

The explosion of big data and the integration of advanced analytics, "human" science and customer strategy are transforming our industry before our eyes. These changes bring new opportunities for us to gather richer, more impactful insights.

Are you harnessing this power to make the best decisions and more accurate predictions about the future?

The Future of Consumer Intelligence is addressing the industry evolution with ideas from sought after gurus like Nate Silver, World Renowned Statistician & Founder, FiveThirtyEight.com, Tom LaForge, Global Director of Human & Cultural Insights, The Coca-Cola Company and Alex Hunter, Former Head, Virgin Online.

They'll share insights into prediction science, cultural tracking, loyalty and much more. Download the brochure.

Topic areas include:

Analytics - "From Data to Knowledge": uncover connections & expose hidden patterns to predict future behaviors using technology
Insights - "From Consumers to People": deeply understand customers and how they live
Relational Database Strategy - "From Insight to Action": engage, build and deepen customer relationships for profitable outcomes

Plus hear from:

Rick Smolan, Creator, Human Face of Big Data
Andrew Zolli, Executive Director and Chief Creative Officer, PopTech, Author, Resilience
Henry Mason, Global Head of Research, Managing Partner, TrendWatching.com
And more, download the conference brochure for full program details

Together, let's embrace new opportunities and new ways of thinking about our industry. Here's to a great year.

Register by Friday, January 18th to lock in the year's lowest rates to attend. Save $700 off the standard & onsite rates!

Registration Information:

Mention your Blog VIP code: FOCI13BLOG to save 15% off the standard and onsite rate.

www.FutureofConsumerIntel.com
Email: register@iirusa.com
Phone: 888.670.8200

The Future of Consumer Intelligence Full Program is Now Available

The explosion of big data and the integration of advanced analytics, "human" science and customer strategy are transforming our industry before our eyes. These changes bring new opportunities for us to gather richer, more impactful insights.

Are you harnessing this power to make the best decisions and more accurate predictions about the future?

The Future of Consumer Intelligence is addressing the industry evolution with ideas from sought after gurus like Nate Silver, World Renowned Statistician & Founder, FiveThirtyEight.com, Tom LaForge, Global Director of Human & Cultural Insights, The Coca-Cola Company and Alex Hunter, Former Head, Virgin Online.

They'll share insights into prediction science, cultural tracking, loyalty and much more. Download the brochure.

Topic areas include:

Analytics - "From Data to Knowledge": uncover connections & expose hidden patterns to predict future behaviors using technology
Insights - "From Consumers to People": deeply understand customers and how they live
Relational Database Strategy - "From Insight to Action": engage, build and deepen customer relationships for profitable outcomes

Plus hear from:

Rick Smolan, Creator, Human Face of Big Data
Andrew Zolli, Executive Director and Chief Creative Officer, PopTech, Author, Resilience
Henry Mason, Global Head of Research, Managing Partner, TrendWatching.com
And more, download the conference brochure for full program details

Together, let's embrace new opportunities and new ways of thinking about our industry. Here's to a great year.

Register by Friday, January 18th to lock in the year's lowest rates to attend. Save $700 off the standard & onsite rates!

Registration Information:

Mention your Blog VIP code: FOCI13BLOG to save 15% off the standard and onsite rate.

www.FutureofConsumerIntel.com
Email: register@iirusa.com
Phone: 888.670.8200

Monday, January 7, 2013

Poll Results: Why are businesses so slow to adopt mobile apps or websites?

Recently I created a poll on LinkedIn asking "Why are businesses so slow to adopt mobile apps or websites?" For example, this report from December 2012 showed that “The big news is that 12 percent of Interbrand’s Top 50 retailers don’t have a mobile presence” and another from September 2012 showed that "98% SMB websites are not mobile optimized."


While not statistically significant, this informal poll saw 67% of participants responding that the biggest reason was organizational resistance to change. And yes, that's a hard one to fight, when the organization isn't ready to change and the outstanding growth of mobile isn't convincing them, what do you do?

What do you think? Do you agree that this is the biggest challenge marketers face in trying to launch mobile marketing programs? Will 2013 finally be the year that organizations see the value and really start investing in mobile development and marketing?

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing.

Poll Results: Does your organization have a customer-centric culture?

I recently posted a poll on LinkedIn asking "Does your organization have a customer-centric culture?" which was posted on this blog and across several customer service and customer experience related groups.



While not statistically significant in scope, the results really surprised me: 40% of those who responded answered no! If professionals who have enough of an interest in customer experience topics to join a related LinkedIn group or read this blog feel this way, how would any other employee respond?

We've heard time and again that a customer centric culture will lead to improved customer experiences. How can we make this a priority for organizations?

The poll is now closed, but air your thoughts in the comments here! Is your company's culture customer focused? Why or why not? If not, would you want to change things?

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She is the voice behind the Total Customer Experience Leaders Summit on Twitter, Facebook and LinkedIn. She may be reached at mleblanc@iirusa.com

Thursday, January 3, 2013

Customer Experience Experts Podcast: Chris Frank

In anticipation of our 2013 event, I recently spoke to keynote speaker Chris Frank, Vice President, American Express, Author, Drinking From the Fire Hose.

As a "business person first and an author second" Frank has created an actionable resource for professionals challenged by the deluge of data now available to them. Listen to the podcast here to learn more about the book, Frank's predictions for the future of 'Big Data' and more.

Want more content like this? 
Visit our newly launched "Interact" page on our event website. 

Or, join Chris Frank at the 2013 Total Customer Experience Leaders Summit. As a reader of this blog, we’d like to offer you a 15% discount off the standard registration rates, use code TCEL13BLOG.

Visit our website to download the 2013 brochure, learn more about the event, or register.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She is the voice behind the Total Customer Experience Leaders Summit on Twitter, Facebook and LinkedIn. She may be reached at mleblanc@iirusa.com

A Look Back at TMRE: Applying an experiential-based approach to brands

In the upcoming weeks, we'll be featuring insights from The Market Research Event 2012 attendees. 

In today's update, Dave Gustafson shares his notes on Day 1 Track 3, Ad & Media Research Track, Movie Going in the Digital Age: How Changes in Media Consumption Have Changed the Movie Going Decision Making Process with Jon Gibs, Senior Vice President, NBC Universal 


Based on the data NBC Universal captures from Fandango, Jon identified two emerging trends affecting movie goers: 1) digital media is playing an increasingly central role in the purchasing process, and 2) fewer consumers are buying more tickets (10% of consumer purchase 50% of the tickets sold online).

Jon noted that with respect to movie going, online word of mouth is currently increasing in importance, while traditional motivators, such as the genre, the star of the movie and the level of special effects are decreasing in importance.

He suggested movie going today is akin to “a night out on the town,” and it is vital for NBC Universal to tap into and appeal to that experience.

Jon differentiated between two segments of movie goers – Avids and Casuals. Avids love going to movies with their friends on opening night and feeling the “buzz” and anticipation – they attend 17-18 movies a year. He described the build up and anticipation of a good movie (e.g., Hunger Games, The Hobbit) as something that is planned for as much as three months in advance. Since many movie theaters are located near malls, local eating establishments and retail outlets benefit from the “night out.” Avids spend an average of $110 a night when they attend movies. Casuals, on the other hand, are much less inclined to plan in advance, and are less focused on the experience.

He reviewed the “Path to Purchase” consumers take to buying a movie ticket, which consists of a 6-step process: 1) Discover (become aware of a particular movie), 2) Gather (conduct research), Influence (explore types of media), 4) Socialize (pass on what is learned about the movie), 5) Narrow (reduce the number of choices), and 6) Transact (buy the ticket).

Jon concluded that the Path to Purchase is increasingly driven by online information gathering.

What can we learn from the behavior of movie goers, and how can we apply that experiential-based approach to our brands?
To what extent can we define the path to purchase for our brands?
How can we leverage the experiential aspect of interacting with our brands?

Dave Gustafson is a career market researcher based in the Philadelphia area. In addition to owning and running his own boutique market research firm, he is the Chief Advisor at Spych Market Analytics, LLC. Dave can be reached at dave@SpychResearch.com

Wish to submit your insights for inclusion in this series? Email submissions to Michelle LeBlanc at mleblanc@iirusa.com 

Wednesday, January 2, 2013

Complimentary Webinar: How to Train (and Untrain) Your Brain for Innovation

The Market Research Event is pleased to bring one of our 2012 event sponsors to our online “stage” with this upcoming webinar:

How to Train (and Untrain) Your Brain for Innovation with Susan Robertson, Principal and VP Business Development, Ideas To Go

Wed, Jan 16, 2013, 11:00 AM EST

Register here: https://cc.readytalk.com/r/hdw8uibu3zo3
 
Please use priority code M2428W2BL when registering.

Most organizations constantly look for innovative thinking-and regularly ask their employees to come up with new ideas. The problem is that they haven't always armed their people with tools or techniques to do that. With over 30 years of experience in creativity and innovation, Ideas To Go has uncovered and cultivated the secrets to thinking like an innovator. Join us on January 16, 2013 to help dramatically increase your ability to think more disruptively.

Participants will learn:
  • The most common idea-killing behavior, that we all use all the time, and probably aren't aware of.
  • How to think about new ideas differently, in a way that nurtures rather than suffocates innovation.
  • 2 specific tools that are easy to learn and apply, but that dramatically increase our ability to create new ideas.

Participants will also receive a copy of the white paper “Finding the Hidden Innovators in Your Company”.

This webinar is presented by Ideas To Go http://www.ideastogo.com/




Best,
The Market Research Event Team