Tag Archives: Branding 2.0

Managing Customer Experience: the next big thing?


I am a big believer in management guru Peter Drucker saying “What gets measured gets managed“. When it gets down to tracking a company’s success, too many businesses tend to rely on market share, profitability, EPS growth or repeat purchases only. Don’t take me wrong, you still need to track these down, but as one brilliant Berkeley Marketing guru asked: “Do you think your partner is loyal only because he’s having diner every night at home? So, does the number of repeat sales indicates that your customer is loyal?” At least for the first one you must admit he’s got a point.

Nowadays, customer experience is one if not the main ingredient of customer loyalty which translates into market share — as loyal customers are the best brand advocates, profitability and EPS growth i.e. the way most businesses would define success. Then what are you doing about it?

If you’re still in doubt, take the coffee business as an example. Who has been insanely successful in this business? Starbucks and Nespresso success stories — follow the links for more — can attest about it.

As Shaun Smith, author of Managing Customer Experience, details in his post, there are 10 best practices to create real business value:

  1. Successful deployment requires the active and continuing involvement of leadership
  2. Ensuring cross-functional ownership is vital
  3. Focusing on your most strategically important customers
  4. Finding out what these customers truly value
  5. Being clear about what you stand for
  6. Delivering the promise at every touch point
  7. Providing branded training to ensure that employees understand the brand story
  8. Designing CEM before installing CRM systems
  9. Measuring the customer experience
  10. Aligning KPIs with the customer experience

This is heavy duty, but social media — as you can see in the Starbucks video in the link above — is becoming instrumental in that regard.

I’ll leave you with the five barriers to measuring customer experience, from mycustomer.com:

“Customer experience isn’t just about giving customers a good time. It’s about understanding just how good a time (or not) you are giving – and making adjustments”

  1. We rely on magic numbers
  2. We don’t really listen
  3. Measuring word of mouth is hard
  4. We have too much functional data – too little insight
  5. We don’t look beyond the obvious and the superficial

How to measure your brand’s online influence?


Several tools are emerging to help you do this, and Inc. touched on this in an interesting post about it and even providing in their opinion the 11 best web analytics tools. They come back on how Web Analytics 2.0 is defined:

  1. The analysis of qualitative and quantitative data from your website and the competition
  2. To drive a continual improvement of the online experience of your customers and prospects
  3. Which translates into your desired outcomes (online and offline)

Inc. concludes like this:

“Measuring online influence can be useful—and has potential to reinforce your social-media strategy (hey, it just feels cool when you get a high score)—particularly for growing brands looking to utilize technology to make their jobs easier and more effective. However, it’s not for everyone.” — Dave Smith, Inc.

Another post on GigaOm from Georgina Laidla highlights the 5 Ways Brands Influence Social Media Strategy:

“It’s not just the way organizations engage through social media that matters: the portrayal of a business brand in this space is affected by a range of factors.”

And the factors she lists

  1. Network & Tools – the tools and network you use say something about your brand
  2. Types of engagement
  3. Who’s making the update?
  4. Degree of integration with other offerings
  5. People your brand follows, friends and fans

preaching for an evolving approach.

At the end of the day, there is in my opinion no option for all of us to engage into measuring our brand’s influence online. We better get starting ASAP and make our plans on how to do it. This is what I am doing already for the brand I work for which faces an interesting challenge to do it with one voice globally. Your feedback and experiences are more than welcome on this blog.

Unhappy Customers Can Be Won Back via Social Media


According to a report (pdf) sponsored by RightNow, Social Media is an effective way to bring back unhappy customers. Marketing Charts reports about it as well here. The research present a number of facts to support this: 

– 68% of consumers who posted a complaint or negative review on a social networking after a negative holiday shopping experience got a response from a retailer.
– 18% of those turned into loyal customers, 33% turned around and posted a positive review and 34% deleted their original negative review
On top of it 50% of consumers say great customer service/experience influences their decision to buy from a specific online retailer and after a positive shopping experience 31% purchased more from this retailer.
Finally, 28% of consumers looking for information or support with online shopping researched what other customers said on social networking and reviews websites.
In many cases, the 32% of US consumers who posted a negative review of a holiday shopping experience in 2010 and were ignored by the retailer simply had a bad impression reinforced. Six in 10 (61%) of these consumers said they would have been shocked had the retailer contacted them.
So YES social media has a growing influence on your customers loyalty and you should be paying attention to it. Actually we all know that a happy customer is the most effective sales influencer when turned into an advocate.

According to the same research, for consumers who had a positive exeprience this holiday season online, 21% recommended the retailer to friends and13% posted a positive online review about the retailer.

The Thin Line Between Liking a Brand and Liking Its Social Marketing


Good article on Emarketer

While Facebook fans and Twitter followers are often out for deals, they also care about showing support for brands they love—but that might not be an invitation to be marketed to. What does a brand fan’s self-expression mean for the kinds of messages marketers should push out? Full Article


– Posted using BlogPress from my iPhone

Combining Email, Search, Social and PR for a Content Marketing Campaign: 6 Tactics to Generate Surge in Visitor Traffic


You know I’m a big believer in integrated marketing. Now that Social Media is making a surge in our marketing plans, I found this article on Marketing Sherpa interesting as it summarizes what we should do better:

Marketing teams often focus tactics and goals in a particular channel, overlooking how these channels can complement one another. With a bit of planning, a campaign can harness the strategic value of email, search, social media and other outlets for a single purpose. See how an online luggage retailer created a premium report based on a survey of e-newsletter subscribers and captured 5x more blog traffic.

Their blog traffic increased 518% Y/Y and additionnally the report’s landing page had a 16% lower bounce rate than the site’s average, 29% of report downloads came from referring websites, 22% of downloads were referred by search engines.
The tactics used:
  • Tactic #1. Use search metrics to research potential report topics
  • Tactic #2. Build an online survey
  • Tactic #3. Send survey request to email database
  • Tactic #4. Host report download on a dedicated landing page
  • Tactic #5. Pitch report to media outlets
  • Tactic #6. Use social channels, even if you don’t have them

Feel free to post back your own experiences here, I’d be happy to hear about it.

Online Ads more effective than TV for offline CPG Sales growth and brand building: +9%


A recent study published by ComScore and its research partner dunnhumbyUSA, shows that consistent online advertising can actually lift retail sales in the CPG industry by 9% over a 3 months period and contribute more to brand building than TV ads (+8% over a 12 months period according to an Information Resources, Inc. report.).

“These early results confirm the ability of online advertising to successfully build retail sales of [consumer packaged goods] brands on par with the impact of television advertising. It is likely that the more precise targeting ability of the Internet – especially in terms of accurately reaching the desired demographic segment – is a key reason for its effectiveness. That is meaningful in and of itself, but when you take into account the fact that online advertising is generally less costly than television, these results take on even greater significance,” said Gian Fulgoni, Executive Chairman of comScore

Let me know how does your marketing-mix looks for the remaining part of 2009, you may bend it to more of the web?

http://widget.icharts.net/

Do you see the elephant?




http://cl1.clipster.ws/sf/flashcount.php?a=lp&cpath=DSG20080070070&cfile=elephant01_00&cid=4&pid=0


You know I usually never discuss matters directly relating to the company I work for, but today I need to make an exception.
I was fortunate enough to participate to the public launch of Sage ERP X3 in Germany. Kudos to the team! Big milestone in our expansion, well prepared, executed with fun.
So here is why the exception: the German team decided to produce a funny video and I could not help but to share it with you.

Have fun! Share it, ERP marketing can be fun as well 😉

I’m sure Christopher on the team would be happy to discuss about typical marketing 2.0 tactics.