We recently posted that Dell’s number one goal is to delight their customers. Today I came across a post in the Good Customer Service Blog that that emphasizes that same ideal – to surprise and delight your customers! Here’s a clip from that post that gives a lesson on how to surprise and delight. Enjoy!
According to Tabitha Berg at enewschannels.com, a study released by Insight Research predicts that financial phone applications will attract billions in the next few years. By studing the recession, the research organzation claims that ‘Our analysis suggests that the eight cell phone financial applications covered in this study will be part of the solution. When this recession ends, the global financial system will emerge stronger and more tightly integrated, and the cell phone’s new financial transaction capabilities will be a part of the foundation of that recovery,’ Insight Research president Robert Rosenberg concluded.
For more information about this study, please see the original article here.
What other digital innovations might happen after the recession? How is market research helping companies to predict this changes?
First impressions are important in person and the same concept rolls over to blogs as well. Here are some tips I came across post in ProBlogger that highlights what you can do to do some analysis of first time impressions of your blog. First you’ll need a co-worker, friend, or family member who hasn’t seen your blog yet. Second you’ll have to you’ll need to have a computer in front of your test subject and ideally you would have to be in the same room. While your friend is surfing the blog for 4-5 minutes you can monitor how they use your blog.
- How do they navigate?
- Where do they click?
- What do they pause to read?
- What do they skip over?
- What areas of the blog do they seem most drawn to
Once they’ve finished surfing you can ask them about their overall impressions and experiences
- What were their first impressions?
- What did they first think your blog was about when they arrived at it?
- Did they find it easy to read/navigate/understand?
- What did they ‘feel’ when they first arrived at your blog?
- What suggestions do they have on how you could improve your blog?
- What questions do they have having surfed your blog?
- What words would they use to describe the design?
- What are the main things that they remember about your blog 10 minutes later?
- What suggestions do they have from a user perspective?
Definitely some worthwhile tricks to analyze how someone navigates in your blog for the first time.
I came across this article from John Griffiths on the SigmaSurveys blog in which he stresses the importance of anonymity for participants in marketing research.
Here are two reasons for anonymity that stand out from the article:
The first is ethical ‘ that a client company might treat a respondent differently and in a way that was prejudicial to the interests of that respondent if it were able to identify them. The second is methodological ‘ respondents would not be forthcoming if they were asked the same question directly by a client.
Take a couple of minutes to read this informative article.
View the PDF of the article
Yesterday, we reported the surge in Twitter users due to Oprah’s recent show covering the social media tool. We’ve seen the popularity in the Untied States of Twitter, but how is it faring around the world? Thanks to a few fellow Twitterers, they pointed me in the direction of comScore’s February Twitter stats which also provided the number of Twitter users around the world. They chart is below. It was also intereting that the 18-24 year olds aren’t the core users of this applcation, but instead, it’s more likely that 45-54 year olds are more likely to be Tweeting.
Angie Larson of ABC News 4 in Utah recently wrote about her customer service experience when taking a vacation to Las Vegas. Even in a town that relies on tourists for much of its income, she found the service there was significantly less than she expected.
I spent $10 on shuttle service from the airport to the hotel only to listen to the driver cuss at the “idiots” (his word, not mine) on the road and use insulting profanity to complain about life in general. I get it, times are tough. But it might be a wiser decision to vent frustrations to friends and family instead of someone you expect a tip from. And expect, instead of earn is the mind-set I witnessed. (I hope I don’t sound too hypocritical because I am, after all venting to you. But I’m not naming names, just giving examples to make a point.)
Read her full account here. Does this surprise you? What have your customer service experiences been like on your recent vacations?
We’re excited to have Martin Lindstrom on board for The Market Research Event this year. Until then, though, Lindstrom, who is an expert in neuromarketing, has a few things around the web to keep the TMRE attendees satisfied until the conference. Read an exerpt from Martin’s book Listen to Martin’s podcast at NPR An excerpt from the podcast: Question: Comment on free will being subverted by old marketing methods and campaigns that employ these new techniques.
Lindstrom: …… neuromarketing is a little bit like a hammer. You either hang up a beautiful painting on the wall and it’s pretty positive or you can use it as a weapon. That’s exactly the case here as well. When I decided to write the book and conduct this study, I wanted to do this study because people are fearful of neuromarketing. Can we place a Bible in consumers brains? Is this the next generation of manipulation? Can we get the best of consumers? I wanted to find out mainly because if we never find out (this may become a monster). We many not be aware of it and can’t stop it. Here’s the good news, none of those things are possible. The good news now is we can actually stop bad advertisers from doing bad things and one of the industries I’m attacking in a big way is the tobacco industry. In fact, now we’ve proven that from the biology is wrongly using subliminal advertising, which was banned in 1957. That means you are affected by subconscious signals around you every day. (Let’s use London Pops as an example.) They were using small red tiles in the bathrooms. They’re doing that funded by tobacco companies that make you want to smoke more on a subconscious level.
Thanks to the two former employees last week, Dominos has been in the midst of a PR and customer service firestorm. Following the incidents of JetBlue (snowstorm stranded passengers) and Motrin (mommy-gate). According to Emily Bryson York’s article in AdWeek, companies have only 24 hours to respond to widespread online complaints.
Are you prepared?Richard Levick, president of Levick Strategic Communications, isolates four steps every company should take to prepare for this kind of crisis.
1. Identify your crisis team: investor relations, government relations, public relations, crisis communications, outside lawyers, general counsel, digital communications, human resources, multimedia communications experts and an executive team.
2. Imagine your nightmare scenarios and prepare for them — make sure you own all the search-engine-optimization keywords, and that lawyers who specialize in class-action suits against major companies don’t.
3. Track the blogosphere and other social media. Be connected with the major players and be as responsive as possible.
4. Don’t wait. Your response time is only 24 hours.
In case you’ve been under a proverbial rock this past week, Oprah has joined Twitter. We decided to do a small observation yesterday in our office to look at the effect that Oprah has had on the Twitterati after just a few short days of joining the club. Using Monitter, we noticed that not only were people tweeting about signing up for Oprah but many were tweeting “Here before Oprah” to extract themselves from the loads of newbies following their afternoon talk show leader. More than anything, we noticed that tweeters were placing “Oprah” in ads for products, blog posts, conferences, etc. Oprah was a magic way to get followers, though I think that most of the new Oprah followers aren’t quite sure how to aggregate tweets.
Marketers have long known that Oprah is magic for products, books, celebrities and even procedures. Oprah’s seal of approval means more than Good Housekeeping, so how will this parlay into the social networking sphere? Will Oprah have a Facebook account, start her own Ning network, join Blogher and maybe even interview a troll or two on her show? Will her effect be magic or is Oprah everywhere but online?
Don’t forget to follow us on Twitter.
I came across this video today on smallbiztechnology.com in which they recently interviewed Tim Griffin, the VP of Global SMB Services at Dell, about their outlook on customers and service. Dell’s number one goal is to delight their customers, and because of this they offer a wide array of products and services to ensure that customers are happy. Take a look at the video below to see Tim speak about about the current strategy around Dell services.