MeasuredUp Customer Service and Small Business Marketing Blog

 Study Finds Marketers Embracing Social Media Marketing In A Big Way

January 22nd, 2010

By Robin Wauters

From TechCrunch.com 

Thursday, January 21, 2010

Integrated marketing services provider Alteriantoday released the results of their seventh annual survey on social media marketing adoption.

The survey covered 1068 marketing professionals worldwide (actually, it was 98% North America and Europe and only 2% Asia Pacific and other regions).

Alterian found that 66 percent of respondents will be investing in social media marketing (SMM) in 2010. Of those, 40 percent said they would be shifting more than a fifth of their traditional direct marketing budget towards funding their SMM activities.

Read the article here: http://www.washingtonpost.com/wp-dyn/content/article/2010/01/21/AR2010012101040.html

 GM puts focus on customer service as company rebuilds

January 15th, 2010

By JOSEPH SZCZESNY
Of The Oakland Press

The delivery of exceptional customer service is at the heart of the effort to rebuild General Motors Corp.’s reputation and image.

“GM, of course, is a dramatically different company than we were a year ago. And while we still have a long way to go to get to where we need to be, we’re making rapid progress in building a new company from scratch,” Mark Reuss, president of GM North America, told an audience at the Automotive News World Congress.

“Within the company, we’re simplifying the way we operate. We’re focusing on fundamentals,” he said. “Our new vision for GM is to design, build and sell the world’s best vehicles, and everything we do as individual employees and as a company is being re-evaluated now on its ability to support this simple vision.

“There was a time when GM did a great job being all things to all people, when we had a U.S. market share of 50 percent. We made refrigerators and locomotives and aircraft engines. Then, the U.S. government was concerned that we were taking over instead of going under,” Reuss said. “Well those days are gone, and that company is gone.”

However, GM has an opportunity to rebuild by doing something it hasn’t done in a long time — listening to customers and asking them what GM has to do earn their business, he said.

Read the rest of the article here:

http://www.theoaklandpress.com/articles/2010/01/14/business/doc4b4ef873858af426530835.txt

 Customer Service Will Be Nexus One’s Achilles Heel

January 15th, 2010

Google simply doesn’t have the kind of customer support that mobile-phone users are accustomed to.

Tom Kaneshige, CIO.com From PCworld.com

Google’s comeuppance is at hand, as two of the most innovative Silicon Valley companies face off. I’m betting the veteran Apple iPhone clobbers newcomer Google Nexus One in the early rounds.

It won’t come down to cooler technology, nor better battery life. Wireless carriers? Nope, despite a great many iPhone owners and wannabe owners begging for Apple to end its exclusivity deal with AT&T. Google’s arrogance will lead to its downfall.

For whatever reason, Google is selling Nexus One directly to end-users. That means many users are turning to it first, reports IDG News Service, and the search giant doesn’t have the kind of customer support that mobile-phone users are accustomed to.

Wireless carrier T-Mobile lacks Nexus One support documents and refers people back to Google, according to a customer going by the name of Roland78. IDG News Service also reports that Google appears to be only accepting email customer queries and pledges to reply in one or two days.

Among consumers, that’s not going to cut it.

Read the rest of the article here:

http://www.pcworld.com/article/186847/customer_service_will_be_nexus_ones_achilles_heel.html

 Barnes & Noble Tops Customer Experience List

January 15th, 2010

Jan 13, 2010

Elena Malykhina from Marketing Daily

Barnes & Noble is the No. 1 brand when it comes to customer experience, according to a survey released this week by Forrester Research.

Forrester asked more than 4,600 U.S. consumers about their interactions with companies across various industries as part of the “Customer Experience Index, 2010.” Participants rated the usefulness, ease of use, and enjoyability of their experiences. Forrester calculated the results for 133 companies in 14 different industries and found that retailers, hotels, and
parcel shipping firms ranked the highest for all categories, while health insurance plans, TV service providers, and Internet service providers ranked the lowest.

The second and third highest-rated companies behind Barnes & Noble were Marriott Hotels & Resorts, and Hampton Inn/Suites, respectively. Amazon.com and Holiday Inn Express rounded out the top 5. On the other hand, Charter Communications, United Healthcare, and Citigroup, among others, were at the bottom of the list.

“If you step back and look, a lot of the industries at the bottom haven’t had the need for competition in terms of consumers—including health insurance providers who traditionally competed for employees. Other organizations just haven’t grown up in terms of being customer-centric,” said Forrester analyst Bruce Temkin, who worked on the survey.

According to Forrester, only 13 firms had an “excellent” customer experience rating; 35 received a “good” rating, 40 got “okay” ratings, and 45 received either a “poor” or “very poor” rating. (See the complete survey results here.)

Read entire article here – http://www.brandweek.com/bw/content_display/news-and-features/direct/e3i5b45383f2cd3f8b3848cb4869a779206

 L.L.Bean Still Tops In Customer Service

January 13th, 2010

From article in Mediapost. By Sarah Mahoney

Customers of L.L. Bean aren’t just wearing their duck boots, they’re feeling the love.

The Freeport, Maine-based retailer once again landed in the No. 1 spot in the National Retail Federation/American Express Customers’ Choice survey, followed by Overstock.com, Zappos.com and Amazon.com. (All four ranked in precisely the same order as last year’s survey.)

QVC jumped into No. 5, followed by Coldwater Creek; HSN; Lands’ End, a division of Sears, and JCPenney. Nordstrom and Kohl’s tied for the 10th spot.

Read the article here: http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=120495&nid=109870

 2010: The Year Social Marketing Gets Serious

December 22nd, 2009

By Laurie Sullivan from Mediapost

Marketers will need to start justifying social marketing plans with business cases, objectives and metrics, as the medium moves out of the test phase. In 2009, marketers could brag they had a Facebook fan page or Twitter account, but analysts predict that social media will become a strategic part of marketing efforts next year.

Forrester Research released a list Monday of social computing prediction for 2010. The report suggests that companies that create social councils — cross-functional teams aimed at sharing ideas about social media — will begin to get serious about budgets and structure for these groups. Expect the teams to become strategists. Efforts will likely include policies.

The report also suggests that an increasing number of marketers will adopt listening platforms to monitor social media, Twitter will become more profitable or get acquired, Facebook will take a hands-on approach to protecting members, and incompatible mobile devices in siloed application will shatter the social experience.

Forrester Analyst Augie Ray says in 2010, those who hold the purse strings for budgets will want to see results. “It’s the year social marketing gets serious,” he says.

But rather than knowing how to set up a fan page on Facebook or gain a following on Twitter, marketers must realize that it requires more than recognizing the importance of social media.

Read the rest of the article here:

http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=119493

 The Value Of Real-Time Customer Care

August 12th, 2009

Allen Adamson08.11.09, 05:30 PM EDT

In a virtual marketplace, brands that add a personal touch will stand out–and win.

 

One of the best parts of vacationing in a small town is visiting the local video store, where the proprietor–a scruffy guy who loves everything related to movies–will recommend films that he thinks you’ll love. There’s no scientific algorithm to his suggestions, no data analysis or statistical assessment. The owner makes his recommendations based on bits and pieces of casual conversation with customers.

I was thinking about that video store as I read about the contest hosted by Netflix ( NFLX - news people ), which offered a $1 million prize to anyone who could significantly improve its recommendation system and ended in July. While digital technology has made our lives more convenient in many ways, especially in the way it helps people make buying decisions, smart companies realize that there are some things even the most sophisticated digital applications can’t do. Above all, they can’t replace the personal touch that often helps consumers distinguish one brand from another. In a tough economic climate, real customer care–not virtual–can be the differentiating factor between two competing brands.

 

Read the entire article at http://www.forbes.com/2009/08/11/allen-adamson-marketing-cmo-network-adamson.html?feed=rss_leadership_cmonetwork

 BBB gives advice on how to respond to online customer complaints

August 6th, 2009

The old adage is that a satisfied customer will tell three people and an unsatisfied customer will tell 10. However, with the advent of blogs, Twitter and YouTube, disgruntled customers can now share their rant about a company for the whole world to hear. Consumers are taking their complaints online. The Better Business Bureau advises that responding to complaints is necessary if a company wants to maintain a reputation for great customer service.

“The Internet empowers customers to air their grievances like a megaphone to the world which can be a scary prospect for a business owner,” said Kathy Barrett, BBB president. “Instead of being scared, companies should view the Internet as a great tool to work directly with disgruntled customers, fix the issue and hopefully turn them into a repeat customer.”

 Why Customer Service Is So Bad

August 4th, 2009

By JAY GOLTZ

 

I don’t think many people would disagree that customer service is not what it used to be and not what it should be. Many people blame it on a particular generation, and others see it as just another example of the decline of civilization. I have another explanation. Actually, I have three explanations. Let’s start with health insurance.

Because of the high cost of health insurance, many companies have opted to hire a lot of part-time staff, which allows them to avoid having to offer benefits. This creates a problem: It is difficult enough to train full-time people. Having them there part-time and having a huge turnover makes it all the more difficult.

Meanwhile, in the retail world, pricing has gone mad. It used to be that stores would have four sales a year to get rid of stale or seasonal merchandise and to promote business. These days, stores have “crazy once in a lifetime sales” every two weeks. When you have manic pricing, up one day, down the next, it wreaks havoc on customer service. When the sale is on, you don’t have enough staff. When the sale is off, the staff stands around and complains about the slow business.

Read the entire article: http://boss.blogs.nytimes.com/2009/08/04/why-customer-service-is-so-bad/

 Small businesses use social media tools to attract customers

August 4th, 2009

By Helen Kaiao ChangSDNN

 

Angela Cortright, founder ofSpa Gregories, which recently opened a branch in Del Mar, uses social media to find new potential customers.

“We’re trying to reach out to the local community through Facebook and Twitter,” she said, “It helps us by word of mouth. This is just a new mouth — it’s a digital mouth, instead of calling my friends.”

Cortright and about 75 other business owners attended a workshop on “Internet Marketing 3.0″ last Friday in Mission Valley. The event organized byScore, a non-profit business training group, was the first of its kind offered by the national network and the highest-ever attended in San Diego. The workshop will be held again on Tuesday in Carlsbad.
Read more:http://www.sdnn.com/sandiego/2009-08-03/business-real-estate/small-businesses-use-social-media-tools-to-attract-customers/comment-page-1#comment-10838#ixzz0NDvhoLOm

Bookmark/Share this page

This page is under construction.
It will be up and running soon with new features to make you smile more.
Thanks,
The MeasuredUp Team