Grocery Grasping at Social Media

Posted by December 14, 2009 by myadminComments

A frequent topic on this blog has been the acceptance and use of social media as part of the marketing mix of CPG companies. Last week, the Grocery Manufacturers Association (GMA) issued a report that says marketers are still in the very early stages of the process and are wrestling with just what exactly they should be doing on this new frontier of the customer experience.

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Topics: Blog

Raised Stakes for Customer Service

Posted by December 10, 2009 by myadminComments

A survey conducted in the UK found that the younger the consumer, the more likely they are to leave a brand or company due to poor customer service. Research by Genesys Telecommunications Laboratories along with Datamonitor and Ovum found that each generation of consumers has a different and heightened idea about what good customer service is and should be. In business, it's said that if you aren't growing, you're dying. Based on this research, the same can be said for how you interact with your consumers, both now and in the future..

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Topics: Customer Experience

The Sin of Omission

Posted by December 9, 2009 by myadminComments

The customer experience is a multi-faceted and sometimes complicated opportunity for brand marketers and retailers. But in many respects, it is remarkably simple. A survey was introduced today that reports more than 25 percent of the time, customers feel ignored. If true, this is a call to action for all involved. We must train store and service personnel to proactively see service opportunities.

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Topics: Blog

Bridging the Customer Web Experience Gap

Posted by December 7, 2009 by myadminComments

Internet sales are being credited with providing some measure of relief for lagging sales at the country's top retailers. Cyber Monday should be proof that your web presence and its usability are critical to the overall cross-channel customer experience. The challenge for brand marketers and retailers becomes how to turn the focus and attention of the company web site back to marketing, since the evolution of many e-tailing sites began with IT departments and not brand marketers.

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Topics: Customer Experience

Facing Up to Facebook

Posted by December 4, 2009 by myadminComments

The Big Money.com has published their list of 50 companies that are making the best use of Facebook called "The Facebook 50". Incidentally, they also have a "Twitter 12." Not surprisingly, many top brands and retailers made the list.. Coca-Cola stands at the top. According to a story on the PROMO Magazine website, these companies are using the technology to raise the bar on establishing loyal customer relationships, key to a brand marketer's success.

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Topics: Blog

Consumers Craving Gift Cards

Posted by December 2, 2009 by myadminComments

The National Retail Federation tells us that gift cards are again finding favor with consumers who enjoy the flexibility of selecting their own merchandise at participating stores. The NRF says that gift cards are preferred by 55.2% of adults as a holiday gift. They choose this gift ahead of clothing, books, DVDs and electronics.

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Topics: Blog

ICC/Decision Services Launches Second of its iPhone Applications - ConversionCalc

Posted by December 1, 2009 by myadminComments

The latest in iPhone applications shows retailers the dollar value resulting from increasing their conversion rates.

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Topics: News

Black Friday VIPs

Posted by November 30, 2009 by myadminComments

The general consensus is that Black Friday resulted in an increase in store traffic, but a decrease in spending per shopper for some overall mild sales gains. But the big question remains, what needs to happen to turn retail browsers into retail buyers? Some brand marketers played the shopper experience card by offering VIP treatment on the busiest shopping day of the year.

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Topics: Customer Experience

Thanksgiving Weekend Shopping as a Social Event

Posted by November 27, 2009 by myadminComments

Crowded stores and lines don't seem to dissuade tens of millions of shoppers from hitting the market over the Thanksgiving Holiday Weekend. Many are looking to cash in on the great deals and others are just taking advantage of some additional time off from work. The National Retail Federation is reporting that 134 million consumers will hit the stores this weekend. That's a six million person increase over last year. However, there is a developing set of consumers who have a different mindset about Black Friday. They enjoy the event.

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Topics: Customer Experience

Black Friday Launch Pad for Brand Social Media

Posted by November 25, 2009 by myadminComments

There is mounting evidence in the use of social media, such as Facebook and Twitter, as an advertising medium. A prime example is the way that brand marketers are targeting Black Friday by sending out messages featuring special deals for their followers. Why? A recent blog post on Simple Thoughts quotes Deloitte Research as saying that, "One in five shoppers plans to use the sites in their holiday shopping this season."

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Topics: Customer Experience