Categorie: Voice of Customer Research

Who’s That Girl? Chick-fil-A’s Social Media Blunder

Branding, Business, facebook, Marketing Best Practices, marketing strategies, online marketing, Social Media, social media tips, Voice of Customer Marketing, Voice of Customer Research

By now you’ve probably heard of the greasy situation Chick-fil-A has gotten itself into  recently.  And this greasy situation has nothing to do with fried food. Jim Henson’s company recently severed their ties with Chick-fil-A due to their stance on gay marriage.  Not only is this a great example on why your business shouldn’t take […]

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Poor Service: Key Factor in Customer Churn

crm, direct marketing, Marketing Best Practices, Multichannel Marketing, Opt-In Marketing, Relationship Marketing, Social Media, Voice of Customer Marketing, Voice of Customer Research

The Challenge: Even for the world’s fastest-growing companies, neglecting service can lead to significant customer churn. We wrote last week that “major Internet and social media sites, including Google, Facebook and LinkedIn, have done away with call centers.” Viewing customer service as an operational cost rather than a marketing investment, they have shifted exclusively to […]

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Facebook, Twitter, and Google: Too Big To Care?

crm, direct marketing, Marketing Best Practices, Multichannel Marketing, Opt-In Marketing, Relationship Marketing, Social Media, Voice of Customer Marketing, Voice of Customer Research

The Challenge: Major Internet companies like Google, Facebook, and Twitter have decided that customer service call centers are obsolete. Many customers disagree. Last week, The New York Times reported on the fact that nearly all major Internet and social media sites, including Google, Facebook and LinkedIn, have done away with call centers altogether. “The companies […]

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Microsoft’s Innovative Use of Interactive Ads

crm, direct marketing, Marketing Best Practices, Multichannel Marketing, Opt-In Marketing, Relationship Marketing, Social Media, Voice of Customer Marketing, Voice of Customer Research

The Challenge: Paid streaming services are gaining in popularity, making interactive ads the new norm for TV. Marketers need to respond by integrating interactivity across channels. With the advent of interactive ads on streaming services Hulu and MSN Video Player, viewers can engage TV ads with the simplicity and immediacy of online ads. With viewers […]

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Microsoft’s Innovative Use of Interactive Ads

crm, direct marketing, Marketing Best Practices, Multichannel Marketing, Opt-In Marketing, Relationship Marketing, Social Media, Voice of Customer Marketing, Voice of Customer Research

The Challenge: Paid streaming services are gaining in popularity, making interactive ads the new norm for TV. Marketers need to respond by integrating interactivity across channels. With the advent of interactive ads on streaming services Hulu and MSN Video Player, viewers can engage TV ads with the simplicity and immediacy of online ads. With viewers […]

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Pseudo-Customization Is Annoying; True Personalization is Valued

crm, direct marketing, Marketing Best Practices, Multichannel Marketing, Opt-In Marketing, Relationship Marketing, Social Media, Voice of Customer Marketing, Voice of Customer Research

The Challenge: A recent article in The New York Times highlighted the fact that customers find poor etailer customization “creepy”. It appears that businesses are still not providing customers with true personalization. Today’s sophisticated customers expect personalization across all points of contact. And, they expect these communications to be relevant and based on their stated […]

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The Fourth “P” of Marketing

B2B Marketing, B2C, Branding, Business, Content Marketing, creativity, crm, direct marketing, email marketing, facebook, Google, innovation, lead generation, marketing, Marketing Best Practices, Multichannel Marketing, online marketing, Relationship Marketing, reputation management, seo, Social Media, Social Media confusion, Strategy, Twitter, Voice of Customer Marketing, Voice of Customer Research, website managment

For those of us who are unfamiliar or need a refresher in the three P’s of marketing they stand for Product, Price, and Promotion.  In recent years, however, there has been a lot of hype about how the fundamental three P’s of marketing are growing from anywhere from four to seven P’s.  The whole reason […]

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NASCAR: The Future of Branded Hashtags on Twitter

crm, direct marketing, Marketing Best Practices, Multichannel Marketing, Opt-In Marketing, Relationship Marketing, Social Media, Voice of Customer Marketing, Voice of Customer Research

The Challenge: Twitter just unveiled major changes to how they handle branded hash tags. Marketers have to act quickly to keep up. Twitter ran their first TV ad last week. Their target audience? Marketers. The ad ran during TNT’s June 10 broadcast of the NASCAR Pocono 400, and featured NASCAR’s branded hash tag: #NASCAR. Viewers […]

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Sephora: Succeeding Where Others Fail; Integrating Offline into the Digital Mix

crm, direct marketing, Marketing Best Practices, Multichannel Marketing, Opt-In Marketing, Relationship Marketing, Social Media, Voice of Customer Marketing, Voice of Customer Research

The Challenge: To engage increasingly multichannel customers, businesses need to integrate their digital and retail experiences. Today’s customers expect businesses to personalize their experience across channels. And as Urban Outfitters CEO Glen Senk explained, multichannel customers are the most valuable customers: “Multichannel customers spend two to three times more than single-channel shoppers … Consumers who […]

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Failure to Engage with Social Media Will Reduce Revenue and Increase Risk

crm, direct marketing, Marketing Best Practices, Multichannel Marketing, Opt-In Marketing, Relationship Marketing, Social Media, Voice of Customer Marketing, Voice of Customer Research

The Challenge: Social media platforms are crucial to building customer engagement, but the vast majority of marketers haven’t incorporated that reality into their daily workflow–with outsize consequences to their bottom lines. A recent study by IBM found that while more than 80 percent of CMO’s track traditional information sources, only 26 percent of CMO’s track […]

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