Thursday, February 27, 2014

Ray Kurzweil On Intelligence When Minds & Machines Become One

"WHY DID YOU CHANGE YOUR MIND?"

Every researcher's dream is to truly understand what motivates, persuades and changes behavior. 
Technology is a disruptor, and when paired with science the possibilities are endless.  

Come explore possibility with us at The Future of Consumer Intelligence and discover how to translate genuine insight into confident decision making.

The Future of Consumer Intelligence 2014
May 19-21, 2014 // Sheraton Universal // Universal City, CA

Download the brochure for full conference details: http://bit.ly/1fLunmf

2014 Keynotes include:
  • The Web Within Us: When Minds & Machines Become One, Ray Kurzweil, Director of Engineering, GOOGLE 
  • The Need for BIG Privacy in a World of Big Data, Ann Cavoukian, Information & Privacy Commissioner, 
  • ONTARIO, CANADA
  • Making Data More Human, Jer Thorp, Former Data Artist, THE NEW YORK TIMES
  • How to Generate Word of Mouth, Jonah Berger, Author, CONTAGIOUS: WHY THINGS CATCH ON 
  • When the Future Begins - A Guide to Long-Term Thinking, Magnus Lindkvist, Trendspotter, Futurologist
  • Designing Habit-Forming Technology, Nir Eyal, Habit Design Researcher, NIRANDFAR.COM


Topics Covered Include:

Consumer Intelligence // Big Data & Analysis // Strategy & Action Planning // The Future Consumer // The Connected Consumer // Research at the Center of Marketing Strategy // Data Visualization //
Crowdsourcing // The Future Researcher // Beyond Data Driven // Social Listening //
Designing Intelligence // Privacy in a World of Big Data // From Consumer Understanding to Empathy // Leveraging Technology to Uncover Deeper Insights // Designing Habit-Forming Technology
And much more!

Mention code FOCI14BLOG & Save 15% off the standard rate. Register today: http://bit.ly/MupKSc

**Plus, don't miss your special video invitation from conference Chairman Ben Smithee to find our why you need to attend The Future of Consumer Intelligence: http://bit.ly/MuI2CO

Interested in learning more? Download our new, interactive conference brochure loaded with exclusive content that can't be found anywhere else: http://bit.ly/1fLunmf

We hope to see you in California!

Best,
The FOCI Team
@TMRE
#FOCI14


Enhanced by Zemanta

Intuit Breaks Down the Role of Big Data

At The Future of Consumer Intelligence 2013, IIR’s Marc Dresner sat down with Beth Schneider, Director of Corporate Customer Market Insights at Intuit, to discuss the role traditional market research plays in a world of big data. 

At Intuit, Scheider and her team get a huge amount of behavioral data, what she calls the “what” data. This kind of data brings up so many questions such as “who?” And “why?” “I think that market research can really step in and answer that,” she explained. “Understanding why something is happening helps us make the right decision at our companies.”

Schneider advises fellow researchers to find out exactly what Big Data is available at their company.  In the past, a researcher’s role has been designing a qualitative or quantitative study for clients. But today, the first thing researchers should ask themselves is: What is the right data to be able to answer that question? Additionally, Schneider said you should really understand how that data is useful. Then, figure out how to pull it in to answer the business question so that are you aren’t just relying on a single source of information.
At Intuit, the researchers have been on the journey of combining Big Data with market research. In fact, the company combined its analytics with its market researchers into a community of customer intelligence with a goal to bring all of the data that is available together.

Schneider said, “I think if we are in the room at the same time in the beginning, I think it works beautifully.”

Check out the full interview below:

This spring, The Future of Consumer Intelligence 2014 will explore the emerging role of decision science and the convergence of knowledge points - insights, foresights, social science, marketing science and intelligence with technology as a central driving force and profound connector.

Right now, it's about connecting ideas to data to culture to the future of your business and this, is the real data revolution. This year represents the year of the multi-dimensional marketplace, and just as the market researcher's role evolves, so does our third annual event. FOCI is a gathering of the "consumer culture" collective exploring common ground across roles and industries for translating behavioral information into business opportunity.  We hope to see you there!

Join us at FOCI 2014 in May in Los Angeles! To register, click here: http://bit.ly/MupKSc


About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1st, and ProjectWorld and World Congress for Business Analysts. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc.    
Enhanced by Zemanta

Tuesday, February 25, 2014

The Secrets Behind a Successful Customer Experience Strategy

According to the Customer 2020 Report, the customer of the future will be more informed and in charge of the experience they receive.

They will expect you to know their individual needs and personalize their experience. Immediate resolution will not be fast enough as customers will expect you to proactively address their current AND future needs.

At the 2014 Total Customer Experience Leaders Summit, we examine the power of today's customer-driven world to develop a strategy to deliver an integrated customer experience by focusing on four key content pillars - Linking, Design Thinking, Synthesis, and Data Mapping.

Total Customer Experience Leaders Summit 2014
April 9-11, 2014
Trump International Beach Resort
Miami, Florida

Download the brochure for the full agenda: http://bit.ly/1ffN4Qo

Join our keynotes as they address the main themes of the Customer Experience process:

Linking - Explore how to connect attitudinal metrics to behavioral data across the enterprise.
Personal Intelligence: The Power of Personality at Work
John D. Mayer, Renowned Professor of Psychology, The University of New Hampshire and Author, Personal Intelligence

Design Thinking - Go beyond transaction and strategize a new way forward.
The Crazy Ones: How to be a Leader that Inspires Creativity and Innovation
Stephen Gates, VP and Creative Director, Global Brand Design, Starwood Hotels & Resorts Worldwide

Synthesize - Integrate insights and intelligence to get at the heart of the emotional experience.
Using Emotional Energy To Make Your Customer Experience Programs Easier, Faster and Smarter 
Daryl Travis, CEO, Brandtrust

Data Mapping - Discover new approaches to measuring and aligning your data.
Employees are the Key to Delivering your Customer's Experience
Peter Neill, Former Chief Customer Officer, Level 3 Communications

The Total Customer Experience Leaders Summit tells the whole story, from beginning to end. This is your invitation to join the conversation to gain a deeper understanding of your customer and provide you with the foresight you need to create a strategic and effective customer experience plan.

Mention code TCEL14BL & Save 15% off the standard rate. Register today: http://bit.ly/Ofcbrq

We hope to see you Miami!

Cheers,
THE TCEL Team
@TotalCustomer
#TCEL14

customers1stblog.iirusa.com
Enhanced by Zemanta

Disruptive & Groundbreaking Research Revealed at The Future of Consumer Intelligence

You are being charged with being disruptive, doing things differently and igniting change through insights.
You need a market research event that delivers something groundbreaking, something new - not content that's already been shared. And that's what The Future of Consumer Intelligence is all about.

Brought to you by the producers of The Market Research Event, the World's Top Insights Event, The Future of Consumer Intelligence combines the best practices from TMRE and future-forward thinking to help you uncover new, deeper, more meaningful insights.

We'd like to extend a special offer for you and your team to give The Future of Consumer Intelligence a try. When registering, mention code FOCI14TMREINQ to activate your 20% savings.  Register today: http://bit.ly/1bu7Zhw

Program highlights include:
  • Renowned Futurist, Inventor, Director of Engineering at Google, Ray Kurzweil reveals how we're getting closer to a time when minds and machines are coming together as one
  • An agenda that reflects the trends in the research industry - sessions and speakers explore what will happen in the future, not what has already happened 
  • A Conversation on Privacy : Ontario, Canada's Information and Privacy Commissioner, Ann Cavoukian will discuss what the Big Data Revolution means for our privacy
  • World-Class Speakers from AIRBNB, E*Trade Financial, Heineken, Intel, Kimberly-Clark, Lowe's, PepsiCo, Post Foods, Procter & Gamble, Sony Music, Whole Foods Market and more.
  • Full Day Intensive on The Future Researcher . The role of the researcher has changed dramatically over the past few years - The Future of Consumer Intelligence will help you understand new ways of delivering value and protect your future relevance.  


And more!

Download the conference brochure for the compete conference program: http://bit.ly/1goyDG4

Register for this exciting event today: http://bit.ly/1bu7Zhw

The Future of Consumer Intelligence delivers the tools and methodologies you need to gain a richer understanding of your consumer.

We hope to see you in California!
The FOCI Team
@TMRE
#FOCI14

Enhanced by Zemanta

Thursday, February 20, 2014

FOCI Speaker Spotlight: Earl L. Taylor

We recently sat down with Future of Consumer Intelligence 2014 keynote speaker Earl L. Taylor, Chief Marketing Officer, Marketing Science Institute. Taylor discussed the humanization of data and how the role of the researcher has changed and evolved over the last few years.

We are fortunate to have him share this critical insight with our FOCI community. This year, FOCI explores the emerging role of decision science and the convergence of knowledge points - insights, foresights, social science, marketing science and intelligence with technology as a central driving force and profound connector.

We are barraged by information - and within this sea of data we must remember to think of the problem we are trying to solve and how we can we use this convergence of information to better understand people.  Translating the new "understanding" into future opportunities means that the role of a researcher is changing. FOCI accelerates disruptive innovators in the research space and pushes people to take risks, to think outside of traditional research methods and insights gathering and explore new and alternative tools and technologies. FOCI will bridge the gap between what people say they are going to do and what they actually do.

Here is what Taylor had to say:

IIR: A big theme of this year’s conference is “humanization of data.” Why do you think understanding PEOPLE (not consumers) presents an opportunity for strategic action? 

Taylor: With the rise of social/mobile networking, the role of “consumer” is increasingly intertwined with the many other roles people play in the course of their lives.  A holistic understanding of how people today juggle overlapping identities is essential if marketers want to understand how--and how not--to engage them on their own terms.

IIR: How is technology not only changing how we do things, but also how we understand the world, business, and people?

Taylor: Continuous and nearly instantaneous access to almost every kind of information has the potential to enrich our lives, but also to overwhelm and distract us.  Designing rewarding customer experiences in such a data-rich environment presents both opportunities and challenges.  Increasingly, the necessary insights may come from studies of play, art, ritual and other “immersive” experiences.

IIR: How has the role of “the researcher” changed?

Taylor: Traditional concerns about research design and hypothesis testing will be supplemented by (or give way to) observation of social media and other sources of insights and/or machine learning algorithms applied to large masses of transactional data.  Deriving actionable insights in real time will require the skills of both data scientists for inductive “data discovery” and of ethnographers trained in “thick description” of social actions and structures.

IIR: How has the increasingly connected consumer affected market research?

Taylor: Historically, market research often claimed to understand consumers better than they understood themselves and was needed to guide companies in developing a limited number of options to appeal to broad demographic segments.  The availability of individual-level behavioral data and predictive analytics and the increasing role of social networks in influencing consumer choice up to the “zero moment” of truth may finally make possible true “one-to-one” marketing where consumers themselves in effect do the market research by sharing data and preferences allowing customization of offers “on the fly.”

Want to hear more from Earl in person? Join him at Future of Consumer Intelligence 2014 in Los Angeles, CA in May. To learn more about the event and register, click here: http://bit.ly/1nNOnoY

** As a reader of our blog, you get an exclusive 15% discount on your FOCI 2014 pass. Use code FOCI14BLOG when you register **



About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1st, and ProjectWorld and World Congress for Business Analysts, and a regular contributor to Front End of Innovation and The Market Research Event,. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc.

Wednesday, February 19, 2014

Customer Experience is the Way to Grow a Business Today

As the marketplace becomes increasingly crowded with products, it is becoming more difficult for companies to stand out amidst the noise. In the past, product packaging and messai8ng was the most important way to stand out from competitors. Today, these elements are still critical, but in addition, you need to offer the customer a special experience.

The customer experience is a blend of a company's physical performance and the emotions evoked, intuitively measured against customer expectations across all touch-points. The customer experience should be a reflection of everything that makes up your brand – not just the products or services, but its attitudes, values and key differentiation. This means that every time a company and a customer interact, the customer learns something about the company that will either strengthen or weaken the future relationship - and with that - the customer's desire to return, spend more and recommend.

Here is an infographic produced by Nunwood  that shows just how important customer experience is to a growing business:


The Impact of TV Everywhere?

"It’s doing exactly what pay-TV providers have hoped it would do… it’s cutting churn and leaving customers more satisfied with their overall service. Some 28% of pay-TV customers were more satisfied with their service (compared to 24% a year ago), and 33% said they were less likely to change providers, and improvement from 25%.

The real winner may be hybrid TV offerings. GfK said that among consumers who have a pay-TV service AND streaming services, 39% said they’re less likely to change providers and 35% are more satisfied with their pay-TV service." Read about the the study, “How People Use Media: TV Everywhere/VOD,” from GfK and the of the post here.

Tuesday, February 18, 2014

Uncover What’s New in Research & Insights at The Future of Consumer Intelligence

How can you expect to uncover new, deeper, more meaningful insights while still using the same old research methods and tools? What if there was a way to see your customers in a new light, as individuals instead of just consumers?

Stop thinking of the what ifs and possibilities. The Future of Consumer Intelligence will uncover your new opportunities this May. 
The Future of Consumer Intelligence 2014
May 19-21, 2014 // Sheraton Universal // Universal City, CA
The Future of Consumer Intelligence explores how more meaningful insights are being generated with new tools and technologies with ideas from sought after gurus like Ray Kurzweil, Director of Engineering, Google, Nir Eyal, Habit Design Researcher, NirandFar.com, Michelle Dennedy, VP & Chief Privacy Officer, McAfee and Jer Thorp, Former Data Artist, The New York Times . They'll be sharing insights into the humanization of data, privacy in a world of big data, minds and machines become one, designing habit-forming technology and much more. Download the brochure: http://bit.ly/1nslbnn

Featured sessions include:
  • Insights to Integration, Procter & Gamble
  • Customer Insights as a Brand Engagement Tool, HSN
  • The Role of Social Across the Consumer Decision Journey, eBay
  • Getting to Deeper Insights: Integrating Grounded Theory into Your Research Toolkit, Questcor
  • The Why Behind the Why - Expanding Quantitative Capabilities. WE TV

Get a sneak peek into the 2014 event with our exclusive, interactive FOCI Resources! Download the NEW Interactive Future of Consumer Intelligence Conference Brochure: http://bit.ly/1nslbnn

Mention code FOCI14LINK & Save 15% off the standard rate. Register today: http://bit.ly/1ensyGZ

Today's interconnectedness is grounded in the stringing together of layered information empowering us to bridge the gap between what people say they will do and what they actually do. The Future of Consumer Intelligence delivers the tools and methodologies you need to gain a richer understanding of your consumer.

We hope to see you in California!

Cheers,
 The FOCI Team
@TMRE
#FOCI14

Enhanced by Zemanta

A Look at The 1st 100 Days of the NEW ABC News App

ABC News celebrated the 1st 100 Days of the NEW ABC News App by sharing some of their highlights. "ABC News Digital has driven incredible growth across ABC News mobile and applications year over year. In October 2013, ABC News Digital launched the completely new ABC News Phone app for iPhoneand Android devices which greatly contributed to the steady rise in mobile traffic across applications. For example, in November 2013, year-over-year monthly mobile unique users increased by 165%, according to data provided by comScore. Additionally, total mobile video views were also up 87% year-over-year (Source: Adobe SiteCatalyst 2013)

Since their launch, they’ve been collecting some cool stats and facts from behind-the-scenes at ABC News. Download the NEW ABC News app for free today. Check out the original announcement the new app here." via Visual.ly

1st 100 Days of the ALL NEW ABC News App
Explore more infographics like this one on the web's largest information design community - Visually.

Thursday, February 13, 2014

Key Challenges in Harnessing Unstructured “Handle Pull” Data at Caesar’s Palace

At The Future of Consumer Intelligence 2013, IIR’s Marc Dresner sat down with Joshua Kanter, senior vice president of Revenue Acceleration & Total Rewards for Caesar’s Entertainment, to discuss the extent to which insight and data drives decision-making in an organization.

Insight and customer analytics has been central to the success of  Caesar’s Entertainment. Kanter recalled an anecdote from the CEO that says, “There are only three ways to get fired from Caesar’s Entertainment: 1) Steal 2) Harassment 3) Not Having a Control Group.”

In the Caesars’ DNA is the notion that the employees are always trying to learn and are always experimenting. According to Kanter, part of that is about testing with real customers, part of that is about listening, and part of that is about insights work and the voice of the customer.

“We, as a company, are among the world’s leading practitioners of consumer insights and certainly, consumer analytics,” he commented.

Caesars has been practitioners of Big Data long before the term was even coined. In fact, the volume of the data that the company has and collects over its 45 million members is extraordinary. Kanter said, “We’ve been pioneers in developing analytics that tie together all of the various pieces of the customer journey.”

For instance, he explained, in a slot machine every time you make a bet there is something  called a handle pull. There are billions and billions of handle pulls in a day. Well, that has simply been too large for us to look at it. Now with new technologies, we are able to start looking at that data at a granular level and there is a lot of richness there analytically.

These days, everyone is focused on integrating the holistic view of the customer including internal and external data. Caesars is starting at a farther point than a lot of its competitors, but Kanter knows that this is where everything is going.

“We are taking it very seriously and making strategic investments to understand and make use of Big Data in a way that none of our competitors ever have,” he said.

Check out the full interview below:



This year, The Future of Consumer Intelligence 2014 explores the emerging role of decision science and the convergence of knowledge points - insights, foresights, social science, marketing science and intelligence with technology as a central driving force and profound connector.

Right now, it's about connecting ideas to data to culture to the future of your business and this, is the real data revolution. This year represents the year of the multi-dimensional marketplace, and just as the market researcher's role evolves, so does our third annual event. FOCI is a gathering of the "consumer culture" collective exploring common ground across roles and industries for translating behavioral information into business opportunity.  We hope to see you there!

Join us at FOCI 2014 in May. To register, click here:  http://bit.ly/1glD9Xv


About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1st, and ProjectWorld and World Congress for Business Analysts. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc.   
Enhanced by Zemanta

Government Organizations Must Win Hearts of Public

Today, customer experienceis one of the most popular phrases in the business world. Major companies across the globe have realized this trend and are now making customer experience the focal point of their entire business.

Lou Carbone, customer experience expert and founder & CEO of Experience Engineering, says that any organization looking to satisfy customers must make all the effort to enter the hearts and minds of its customers.

When it comes to government organizations, this is absolutely critical. Government organizations, according to Carbone, should strive to make an emotional connection with the public to win their hearts. At Government Summit in Dubai last week, he warned that organizations can become so intensely focused on meeting the needs of customer that they might miss other important aspects, like emotionally connection.
"Corporate managers of companies are emphatic that what counts is not the function they provide but the effect it has on people," he stated.

In fact, according to Carbone, 95 per cent of what humans process in their minds consists of unconscious thoughts. So, understanding the role of the unconscious mind, becoming clue conscious and developing systems to manage these clues for emotional experience are key to delighting customers. 

He advises that the first step is to move from a 'make and sell' attitude to a 'sense and respond' approach in order to achieve customer happiness.  Carbone said, “Organizations that fail to make this shift face the danger of doing all the wrong things.”

Want to learn more about customer experience from Lou Carbone in person? Join me at Total Customer Experience Leaders Summit in Miami in April. To learn more about the event and register, click here: http://bit.ly/1h8MTb4

This year, TCEL explores the new realities of building brands and relationships in today's socially driven and data abundant world. Discover the emotional drivers that are critical in creating an effective customer story. The event shines an important lens on the power of insights and the critical need for marketers to focus on factoring emotion into the bigger equation to get a return on customer relationships.

Your experience will include three full days of high-level visionary keynote presentations and in-depth case studies illustrating linking insights & data, data measuring & mapping, design thinking, synthesize intelligence from B2B and B2C companies across verticals, disciplines and cultures to march forward with a sound total customer experience plan.


About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1st, and ProjectWorld and World Congress for Business Analysts, and a regular contributor to Front End of Innovation and The Market Research Event,. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc.
Enhanced by Zemanta

Social Television: How Social Media Changed The Way We Watch TV

"Social media has revolutionized the way we watch television. In the past few years, social media and Internet usage around the world has skyrocketed. Despite initial fears from some professionals in the TV industry who wondered if social media and the web would drastically reduce the amount of time people might spend in front of their television screens, the television industry has actually been able to effectively adapt to meet the needs of today’s social-savvy viewers. In fact, more Americans—and more of the world—are now turning to their TVs to watch shows and programs that offer unique, socially integrated viewing experiences.

In the following infographic, we’re outlining a few recent examples that illustrate how social media has changed the way television is made and watched, how social media is playing a role in televised political elections, how it is being used as a way to boost audience participation in popular voting shows like The Voice, and what’s in store for the future." via Visual.ly and BlueHost.
Social Television: How Social Media Changed The Way We Watch TV
by Bluehost.
Explore more infographics like this one on the web's largest information design community - Visually.

Tuesday, February 11, 2014

Data Driven Marketing Insights from Mattel, ESRI, Sony, Toyota, MSI & More

With great information comes great expectation. How you interpret information is what matters. According to Forrester, 2014 will be the year of big data put to use. Data driven marketing will continue to evolve as marketers will "stop waiting for insights to reveal themselves and start finding actionable paths through the information."

The Future of Consumer Intelligence will help you stay ahead of the curve when it comes to Data Driven Marketing for Driving Consumer Strategy.  Marketing Science Institute, Mattel, Sony Music, Toyota Financial Services and more will showcase how data has been used to forecast relationships with competitors, how they've become more predictive a competitive edge, products that have been developed as a result of data and analytics finding and much more. 

The Future of Consumer Intelligence 2014
May 19-21, 2014 // Sheraton Universal // Universal City, CA

Download the conference brochure: http://bit.ly/1g6ioOe

Keynote Spotlight:

Location and the Art of Business Analytics
Simon Thompson, Director, Commercial Solutions, ESRI

The Harvard Business Review described data scientists as the sexiest job of the twenty-first century and the location analyst might just be the sexiest job of all. They're answering some of businesses biggest questions by linking the what and why via the where - it's art and science combined. Now that technology has tamed big data patterns, create insight and apply it to drive better business outcomes. Your quant might be taking your business to a whole new level through the power of place.

When marketers, brand owners and strategic leaders participate as stakeholders in the process and enable the insights to generate possibilities - the 'aha' moment creates the big idea. We'll show you how to make it happen.

Mention code FOCI14LINK & Save 15% off the standard rate. Register today: http://bit.ly/1iwUOM6

We hope to see you in California!

Best,
The FOCI Team
@TMRE

www.themarketresearcheventblog.com

P.S. Want to see what The Future of Consumer Intelligence is all about? Check out last year's recap here: http://bit.ly/1ayTGYI
Enhanced by Zemanta

Michaels’ New Kind of Customer Experience: Pinterest Parties

Online interaction has become one of the major aspects of the customer experience today. If I ever came across a company that didn’t have a website, I’d most likely take my business elsewhere. Social media has become a predominant platform to interact with customers. Now, with the rise in smartphones and tablet use, businesses have no choice but to think about their mobile and social customer experience strategy, if they want to be profitable.

Over the last few years, the number of channels consumers use to reach companies has doubled over, and the Internet has become the predominant medium for consumers to express their opinions about a product or company. In fact, a survey found that 50 percent of consumers are more likely to buy a product from a company that they can contact via a social media page. In addition, 56 percent of consumers that actively use social media to interact with businesses feel a stronger connection to that business.

Not to mention, using mobile to reach customers is growing more prevalent. A recent survey of smartphone users found that 63 percent will use online coupons to get the best price. In addition, 57 percent of users indicated that would like to receive location-based offers from companies, and 80 percent said they have received promotions on their smartphones from preferred brands.

Motivated by this social customer experience revolution, Michaels has partnered with Hometalk to bring its customers Pinterest Parties. The craft store is setting aside dedicated time for you to make those cool projects that you’ve been pinning all this time.

According to the companies, these parties will provide live access to Hometalk's network of DIY experts. Hometalk has selected 100 of its members to lead a series of DIY craft demos for customers to learn from as they shop for supplies in Michaels stores. Handpicked for their DIY expertise, Hometalk members will put their own twist on one of five Pinterest-inspired projects, offering customers hands-on help and tutorials, ideas and advice.

"Michaels is all about providing inspiration, instruction and ideas for creative DIY projects," said Michaels CMO Paula Puleo, in a statement. "As a top destination for home and garden project supplies, Michaels is happy to welcome Hometalk members into the stores for these fun, educational events."

The next in-store Pinterest Party will be held on Sunday, February, 16th, 1pm – 4pm at all store locations. There will be plenty of project inspirations, or you can bring in a Pinterest idea of your own!

The Pinterest Parties at Michaels have been a great success for the company’s web presence. Between October and December 2013, visits on the website more than doubled — jumping from two million visits in October 2013 to more than four million in December 2013.

Want to learn more about social customer experience in person? Join me at Total Customer Experience Leaders Summit in Miami in April. To learn more about the event and register, click here:  http://bit.ly/1lx8EDx

About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1st, and ProjectWorld and World Congress for Business Analysts, and a regular contributor to Front End of Innovation and The Market Research Event,. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc.
Enhanced by Zemanta

Thursday, February 6, 2014

Be First to Hear PepsiCo’s CEO On Stage at FUSE 2014

In their FIRST EVER on stage appearance together, this GROUNDBREAKING TEAM talks about the delicate and delightful of putting design first at PepsiCo, Inc.

Indra Nooyi,
Chairman and Chief Executive Officer,
PepsiCo, Inc.

Mauro Porcini,
SVP, Chief Design Officer,
PepsiCo, Inc.
Download the full agenda for details:

The only event to unite brand strategists and designers, the 18th annual FUSE event is the experience your peers trust to deliver it all. WELCOME.

DISCOVER FUSE.

FUSE 2014
April 7-9, 2014
Radisson Blu Aqua
Chicago, IL

UNITING CLOSE TO 500 LEADERS
In design & creative, brand strategy & marketing, trends & culture, insight & foresight.  A curious group of decision makers and influencers.

ICONIC & INCLUSIVE
Where industry legends convene with every day leaders to share provocative, inspirational tales and everyday lessons for the business of design and brands.

INSIGHT & STRATEGY
Take center stage as we seek to understand new consumer values, trends and behaviors

PARALLEL INDUSTRSIES
Are ripe with lessons and new ideas for your own brands. Consumer packaged goods, electronics, retail, media & entertainment, travel & hospitality, financial services, pharmaceutical, transportation and more unite at FUSE.

A MULTI -DISCIPLINARY EXPERIENCE

Experience design
Interactive design
Brand strategy
Packaging
Industrial design
Graphic & communications design

Download the full program details and discover FUSE for yourself: http://bit.ly/1fYwr8z

Mention code FUSE14LI & Save 15% off the standard rate. Register today: http://bit.ly/1bo9Yi0

Start your FUSE experience today.

Cheers,
The FUSE Team
@NextBigDesign
nextbigdesignblog.iirusa.com
Enhanced by Zemanta

The Most Memorable Product Launches of 2013 Connect Emotionally with Consumers

A recent survey “Most Memorable New Product Launch,” conducted by Sentient Decision Science and Schneider Associates, shows marketers and brand strategists just how important it is to connect consumers emotionally to a product.

The 2013 MMNPL survey used cutting edge research methodologies to measure emotional connections between consumers and products. The top 10 products that ranked highest over their competitors have consumers more likely to purchase products that evoke a positive emotional connection.

“As marketers we've always known that emotion is key to moving consumer behavior. What is different today is that we now have neuromarketing research techniques that can quantify the degree of emotion consumers are feeling," said Chief Behavioral Scientist at Sentient Decision Science, Aaron Reid, in a statement.

The highest ranked product launches in the 2013 MMNPL survey are Windows 8 (1), Twinkies (2), iPhone 5C (3), Taco Bell Doritos Locos Tacos Cool Ranch (4), Wendy’s Pretzel Bacon Cheeseburger (4), Burger King Satisfries (4), iPad Mini (5), Microsoft Surface (6), Vaseline Spray & Go Moisturizer (7), McDonald’s Steak, Egg & Cheese Bagel (8), 2013 Dodge Dart (9), Nintendo 2DS (10), and 2013 Toyota Corolla (10). 

This research validates the link between emotions and memory for successful product launch marketing. The findings are also significant because each year of the survey’s 12-year history has continued to emphasize the difficulty consumers have in recalling products (55% couldn’t name a single new product in 2013, an improvement from 67% in the election year of 2012).

Other findings include:

  • Among grocery products, the re-launch of Twinkies ranked the highest in terms of awareness and purchase conversion, indicative of the emotional response consumers experienced when the product disappeared from shelves.

  • Wendy’s, Taco Bell, and Burger King are in a dead heat when it comes to awareness. But, the new Doritos Locos Taco had a higher conversion rate than either of its competitors.

  • Gender differences are disappearing when it comes to recalling new products. There no longer statistical difference between men and women, compared with an 11 percent difference two years ago.

  • Recognition for products is generally much higher than actual purchase conversion. Only Windows 8 showed a notable conversion rate (15%) compared with the next top tech product, the iPhone 5C (4%).

  • Awareness of products increases among consumers citing more media sources of information: 71 percent of those who processed six or more sources recalled a new product, compared with 55 percent on average.


“This year we used Sentient Prime implicit research technology to measure the automatic gut reaction of consumers. The results were striking. There is nearly a one-to-one relationship between the emotional associations with a new product and its degree of memorability in the marketplace,” commented Reid.

This spring, The Future of Consumer Intelligence 2014 will explore this very topic of the emerging role of decision science and the convergence of knowledge points - insights, foresights, social science, marketing science and intelligence with technology as a central driving force and profound connector.

Right now, it's about connecting ideas to data to culture to the future of your business and this, is the real data revolution. This year represents the year of the multi-dimensional marketplace, and just as the market researcher's role evolves, so does our third annual event. FOCI is a gathering of the "consumer culture" collective exploring common ground across roles and industries for translating behavioral information into business opportunity.  We hope to see you there!

Join us at FOCI 2014 in May. To register, click here:  http://bit.ly/1k7Tnr5


About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1st, and ProjectWorld and World Congress for Business Analysts. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc.   
Enhanced by Zemanta

Wednesday, February 5, 2014

Customer Experience Conversations: Janet LeBlanc

In this next post in our Customer Experience Conversations series, we sat down with Total Customer Experience Leaders Summit’s speaker Janet LeBlanc, who is also President of Janet LeBlanc + Associates Inc. LeBlanc discussed how empathy and emotion has a critical impact on customer experience today.

This year, TCEL will explore the new realities of building brands and relationships in today’s socially driven and data abundant world. The event will shine an important lens on the power of insights and the critical need for marketers to focus on factoring emotion into the bigger equation to get a return on customer relationships.

Your experience at TCEL will include three full days of high-level visionary keynote presentations and in-depth case studies illustrating linking insights & data, data measuring & mapping, design thinking, synthesize intelligence from B2B and B2C companies across verticals, disciplines and cultures to march forward with a sound total customer experience plan.

Here is what LeBlanc had to say:

IIR: Describe your best customer experience.

LeBlanc: The best customer experiences are those that elicit the strong positive feelings and emotions that strengthening the relationship and loyalty a customer has with a company. Statements such as: “I felt like she understood what I wanted or they treated me with respect” are the best examples of a great customer experience.

IIR: How is empathetic leadership changing leadership in customer experience today?

LeBlanc: Empathy is considered one of the five categories of emotional intelligence. It will enable a leader to develop a closer, more collaborative relationship with others. Taking a personal interest, showing that you care, and having a genuine concern about another person’s point of view fosters an environment of trust and caring—the ideal environment for employees to perform at their best and for customers to feel appreciated and valued.

IIR: Why are empathy and emotion so important in when it comes to customer experience?

LeBlanc: Recognizing the power an emotion has on determining the outcome of a customer experience is paramount to a successful customer experience management program. We may forget what someone says to us, but we rarely forget how they make us feel. Having empathy and understanding emotions throughout the customer experience journey helps organizations to stay connected to their customers, to design a better problem resolution process, and to create a more collaborative empathetic work environment.

IIR: What are the key traits of a great customer experience leader?

LeBlanc: Today’s savvy business leaders recognize the shift towards collaborative leadership capabilities. Implementing a large-scale customer experience program requires the commitment and collective forces of the entire leadership team. No one leader can drive customer-centricity alone. Strong alignment and collaboration is a must to be successful.

IIR: If your customers have a bad customer experience, how do you reconnect with them moving forward?

LeBlanc:  When a problem occurs, the bond between a company and the customer is broken. It places the relationship in crisis and creates a pivotal time for a company to re-establish the relationship and repair the damage. Most companies will train employees to apologize, but often will forget the most important ingredient needed for successful resolution—empathy. Even when an apology is offered, without recognizing the emotions at play or a statement acknowledging the gravity of the situation, the apology will not have a positive impact.

IIR: Employee recognition can positively influence employee behaviors and cultivate a customer-centric culture. How do you recognize and motivate your employees?

LeBlanc: Recognition programs motivate employees to make an extra effort or go the extra mile. By acknowledging and giving special attention to an employee’s actions, an organization is reinforcing the specific behaviors needed to realize its customer experience strategy and goals. The best employee recognition programs use a combination of informal and formal approaches that balance feedback from leaders, peers and customers. An effective employee recognition program not only recognizes top performers but also motivates all employees to reinforce and achieve the desired customer-focused behaviors.

Want to hear more from Janet on customer experience in person? Join her at Total Customer Experience Leaders Summit 2014 in Miami in April. To learn more about the event and register, click here:  http://bit.ly/1dmzfJe  


About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1st, and ProjectWorld and World Congress for Business Analysts, and a regular contributor to Front End of Innovation and The Market Research Event,. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc.
Enhanced by Zemanta

Tuesday, February 4, 2014

Is Instagram the next challenge for brand marketers?

I talk to social marketers every day.  And here’s a consistent message I hear:  “Yes we work with Facebook and Twitter”.  Or they might throw in Google+ or YouTube. 

But almost uniformly I hear, “and this year we’re going to try and introduce Instagram into the mix”. 

What’s happening out there in the social arena that image oriented social networks are getting this type of attention?  Is it the pictures?  Or because these networks are newer and younger audiences are seemingly migrating to Instagram and Pinterest? 

Is it just the visual nature of the medium presenting itself as a challenge worth pursuing (as well as worth a thousand words)?
 
Images Count
We know images are important.  The first things most people look at when they see a profile on Facebook or Google+ or LinkedIn is the profile picture.

Facebook is making it clear that brand postings need to be more content rich in the future.  No more posting just text… a link or an image must be associated with the post if there’s going to be a chance it will show up in someone’s newsfeed.

Most social users are drawn to images both to look at and to share. 

Some Statistics
In fact studies have shown photo uploads are the most popular activity on both Facebook and on Google+.  Posting photos is the number one activity on Facebook whether you’re logging in from your computer, your tablet or your phone.

This visual web is driving the rise of Pinterest with a growth rate of 88% over the last 12 months.  Instagram is the fastest growing social network with 150 million users and 40 million photos being uploaded each day .

How Do We Collect Information From Images?
All these photos can represent a data mining challenge.  It is much easier to perform data analysis on text.  Only if the photos have text associated with them can the images be counted, categorized and accorded value. 

But the good news is that users are using hashtags with the images. Hashtags are widely used by brands. 83% of posts submitted by brands include a hashtag, and almost all of the brands now use them.

So analysis might be fruitful and fuel marketing decisions.  For instance, it may be possible to generate keywords from images people have posted and use those keywords to direct relevant advertisements to that individual, in much the same way sponsored search now does with text queries.

Eric Xing, a professor at Carnegie Mellon University, looked at images associated with 48 brands in four categories—sports, luxury, beer, and fast food. The images came from popular photo-sharing sites such as Pinterest.  He was able to produce cogent statistics based on the images.

Pictures Are Powerful
And images can reach consumers in ways text just can’t.  You can participate in social media with understandable images without putting out very much mental effort.  In fact you don’t even have to read.  The illiterate can easily communicate on social networks by enjoying images, liking them (by clicking on that thumbs up image) and sharing them (by clicking on an arrow).

A study done at the Marriott School of Management at Brigham Young University showed that over-exposure to food imagery increased people's satiation. (Satiation was defined as the drop in enjoyment with repeated consumption, or the fifth bite of cake was less enjoyable than the first.) 


Best Practices
And leaders in social media communication, such as Target, are creatively using image oriented social networks to engage their audience.   Items in a Target store might have a tag that says, “As seen on Pinterest.” And you can browse the latest Pinterest postings at the Target web site.

Wrap Up
We know social networks constantly evolve, and the tastes and interests of users evolve right alongside.  It makes sense that brand marketers are planning to evolve their approach to engage with their consumers. And that means many are going to follow through on that promise and start using Instagram this year.



Ron Shulkin blogs researches and writes about enterprise technology focused on innovation and social media. You can follow him Twitter. You can follow his blogs at this Facebook group.  You can connect with Ron on LinkedIn.  

Ron Shulkin is the Chicago area Director for Spredfast.  Spredfast provides a social relationship platform that allows organizations to manage, monitor, and measure their social media programs at scale. Spredfast enables more people, in more places, to engage in more conversations from a single platform on supported social networks like Facebook, Twitter, LinkedIn, Google+ YouTube and popular blogging platforms.  You can learn more about Spredfast here.