Delicious Tag December: Who Wins? (Slides)
The customer wins, but why?
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It’s not surprising that customer-service, business, and social media end up as the top tags from my December Delicious bookmarks. The fully frenzied 2011 holiday marketing season saw a tsunami of online, mobile, and-in store shopping. The National Retail Federation reports an estimated $496.1 billion (mlive.com). But there’s always frenzy. Remember Cabbage Patch Kids?
New research explains the CXO rise (customer experience optimization). Customer self-advocacy is the Web 2.0 norm. Empowered with Web 2.0 resources like Yelp and ComplainApp, they seek out and share the good, bad, and not-so-nice. In fact,
…47 percent are likely to tell a company representative; 17 percent will express their opinions via social media; and 15 percent will write a review. (Spherion, TechJournal South)
This does bring up the larger issue. How are companies going to turn experience into loyalty?
Consumers are also remaining loyal to the businesses that treat them well. Ninety-seven percent said a great experience makes them more likely to buy more of a product or repeat a service, similar to last year’s 98.6 percent. (Spherion, TechJournal South)
What’s ahead? Add your thoughts.
Now that expectations have been set and met — or not — businesses and brands are charged with maintaining the 2011 holiday shopping experience (online, mobile, or in-store). That’s a pretty tall order for 2012.
Thanks readers for your rising interest in these tag clouds. Please weigh in on customer experience and 2011 holiday marketing from the advertiser, agency, or consumer point of view.
Holiday Greetings – See You Soon
Created with colourlovers.com
Best wishes to you all. Thank you for your readership and engaging dialogue here, in person and throughout the social media world.
Look for wrap up posts next week and a new look in January 2012.
Slainte.
E.
Activity through engagement, gamification, and consumers speaking up.
With a 2011 holiday season on the way, there was no retreat from hard business news and bookmarks on Delicious. This November, the news that caught my attention was all about blinking and thinking of enterprises, their customers, and thought leaders. In particular:
- Companies were blinking in the face of strong customer dissatisfaction.
- The FTC denied web access to e-commerce site selling fake brands.
- A Harvard thought leader took long look at gamification and what it means for the current practice of social media.
Everywhere you see the impact of Web 2.0 — from news sites to e-commerce programs for small businesses. Here are the top five tags from my delicious stack.
Follow me - eamcc
Happy Thanksgiving (card)
Thank you readers and visitors. Have a wonderful Thanksgiving weekend.
Long about supper time, try out my favorite sandwich . (You know the one!)
Inspired by When It Comes To Repaying Debt, Consumers Erroneously Prefer Molehills Over Mountain (11/09/2011, Sacramento Bee) . Via American Marketing Association (AMA), author.
The unhappy marriage of banks and credit card customers has taken an even stranger turn according to new research.
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- Profit-maker
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- Profit-taker
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- Which partner is better?
The Fine Print, 3/12/89 by Andy Rooney (click for video)
Today’s post on disclaimers honors CBS essayist Andy Rooney who passed away on Saturday, November 5th. The best way to honor a teacher is to follow in their footsteps, practice, and polish the craft they embody.
The Fine Print, Rooney’s original essay on disclaimers in newspaper ads, aired on March 12, 1989. Whether you think of “fine” as small print or classic words, you can see some of them in this still from the full 2-minute video (Please click; apologies for the workaround.)
The battle of headlines and fine print.
Whether you’re a marketer — or just someone who consumes the offers — you can’t get away from legalese. Your headline and offer, according to traditional push marketing, gets attention. That’s just how things were in 1989, especially when there was a big gap between brand and marketing.
Practicing the fine art, marketers shrink to 8-point sans-serif every possible disclaimer your legal department can provide to protect the interests of the enterprise. As marketers we’re pushed to simply get attention. The legal department took it all back in the disclaimers. It left little room for engagement.
The longest disclaimer I ever had to work with was over 280 words. Yes, you guessed it. It was for an insurance product and the attorney claimed that by separating this single sentence into its semi-coloned parts would change the meaning.
Hope Mr. Rooney would be proud of this observation and this post. Too bad he never did one on online, pop-up Terms of Agreement.
Find one of your own favorites and add your comments here.
Visit #60Minutes Overtime to see some of Andy Rooney's finest essays — from his first to his last. bit.ly/uA7exB—
60 Minutes (@60Minutes) November 07, 2011
Quality Matters Most in Magazine and Newspaper iPad Apps | MediaWorks – Advertising Age
By: Nat Ives, AdAge®MEDIAWORKS
Published: October 27, 2011
My Delicious tags: epublishing AdAge apps tablet pdf apps newspaperapps magazineipadapps ipadapps enhancement
Review of inaugural State of the Apps report. Quality will serve a major filter of sustainability for publishers.
Apple’s Lower Prices Are All Part of the Plan
By: Nick Wingfield, NYTimes.com
Published: October 23, 2011
My Delicious tags: Apple Inc. NYTimes.com Price 4Ps enhancement
At long last, reports NYTimes.com, Apple, Inc. has taken entered the price competition arena. Now, knock-off versions of Apple’s elite tech collection are priced higher. It’s all part of a plan, the author reports. Are we seeing a new age in Apple marketing?
RadioShack’s Journey to Bring Back a Forgotten Customer | Special: ANA Annual Meeting – Ad…
By: Natalie Zmuda, AdAge.com
Published: October 23, 2011
My Delicious tags: RadioShack AdAge re-brand consumers Advertising engagement
MediaPost Publications Netflix May Have Lost 600,000 Customers
By: MediaPost Online Media Daily
Published: Oct 21, 2011, 5:56 PM
My Delicious tags: Netflix MediaPost customer-satisfaction loyalty engagement
Losing 600,000 of 24+ million customers may not seem like a lot, yet the brand damage could cost Netflix in deeper, longer ways. How will this affect future acquisition efforts?
Bonus!
Klout Giving Away 500 Free Windows Phones | News & Opinion | PCMag.com
By: David Murphy , PCMag.com
Published: October 23, 2011 03:31pm EST
My Delicious tags: klout_media pcmag.com sales-promotion influence enhancement
A new gift giveaway by Klout takes place shortly before the launch of Klout’s new influence measure. How will members respond to the promotion, how will it influence the launch. It will be interesting to see.
