Archive for the 'Web Techniques' Category

One of the biggest problems with satisfaction surveys is that many customers won’t fill them in. Many surveys are boring, asking too many detailed questions and consumers get bothered too often. Internet and mobile technology allow for new methods of engaging customers. Here are some of the old techniques I have seen recently in surveys I have completed, followed by some new techniques you might not have considered. My thanks to Qualtrics for demonstrating these new survey and market research techniques and allowing me to use excerpts from their demo materials in this post.

How Social Media is used in Contact Centers

Thursday, February 9th, 2012

Call Center Helper, the UK’s most popular call center magazine, recently released their Social Media Survey results. They polled their readers, mostly small and medium businesses to ask how social media is used in Contact Centers. This article is a summary of what they found.

A consumer reaction to new marketing techniques being used through telemarketing, web marketing and even door to door marketing.: “A message to all those purveyors of marketing by aggravation, pestering, and annoyance: Pissing me off does not make me want to buy your product”. See other consumer reactions to companies trying to market their products using techniques that often have the opposite effect.

There have been two bills that were created and going through the approval process in the US congress and senate, called SOPA and PIPA, that, if passed, would affect internet users worldwide. This story is an interesting one about how various groups of businesses competed for government attention, and how the internet based organizations enabled consumers to bring their dissatisfaction to the attention of US law makers and halt the progress of the two bills.

IBM has published a study of over 1700 Chief Marketing Officers titled From Stretched to Strengthened, Insights from the Global Chief Marketing Officer Study which highlights the changes the marketplace is going through and the need for businesses to adapt.

Pros and Cons of customer-to-customer support

Thursday, August 25th, 2011

The web has made possible the creation of sites where customers help out other customers, answering each others questions, without the direct involvement of the product owner. Is this a good thing? What are the pros and cons of this kind of support for customers?

Luna Park, a theme park in Sydney, Australia, has implemented an application that integrates smart phones, bar code readers, photo taking devices, Facebook and email to provide a real time feed of what users are doing at the theme park to their Facebook friends plus a summary of the day. It’s called My Experience. During the day, there are posts to your friends on what rides you are taking and a picture of you on a ride and a score on how ‘daring’ you are. What is this? It’s a testimonial for the theme park. Indirectly, the act of posting a stream of actions taken by users is providing their friends word of mouth feedback using Facebook that they are having fun and after the fact, that they had fun, at Luna Park. Or they can send an email to their friends with a summary. Great word of mouth!

There are organizations, such as JD Power that rate customer satisfaction and service for various industries and there are crowd sourcing sites such as Epinions and Yelp where users provide the ratings. STELLAService is an independent company that rates customer service for eStores in the US and provides offers ‘web based badges’ or ‘seals of approval’ for quality customer service. They claim to have the most robust evaluation methodology assembled.

A recent survey by Unica, an IBM subsidiary called the State of Marketing 2011 – Unica’s Annual Survey of Marketers highlights the challenges marketers face in this rapidly changing business environment. Interactive Marketing is changing the methods of communicating with customers; it is ‘the meaningful alternative to imposing messages on customers that they no longer want to hear.’ Three types of media marketers need to be aware of include Earned Content, such as reviews, testimonials and references, all customer satisfaction elements. Customer satisfaction strategy needs to change to accommodate the new channels.

Foursquare is an interesting technology as it provides an organization a way to get users to promote your business to their friends and ultimately providing the benefits of testimonials and references AND it has a built in loyalty program. As a by product of its specials and its social media communication, Foursquare enhances word of mouth endorsement It is also a technique to entice prospects who are located nearby to come to your organization, through offering them specials on their mobile phones.

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