NACCM 2009 Kicks off on Monday!


We hope that you’ll be joining us next week in sunny Phoenix for the 2009 NACCM Customer 1st event. We’ll be LIVE on-site as we blog, Tweet and record all that NACCM has to offer.

Follow us right here for our coverage of the conference. Also, be sure to follow along on Twitter and join in the conversation with #NACCM.
Check below for a glimpse of what’s in store for us next week.

Take a look at all we have to offer:

‘ 40+ insightful presenters focused on delivering real world case studies showcasing new innovative approaches for delivering customer-centricity.
‘ 7 Exciting new keynote sessions: fresh sources of motivation and inspiration to help you make an impact. Keynote themes include Authentic Leadership, CCO Perspectives, WOW Experiences, Customer Trends, Human Factors, Customer Service and more!
‘ More networking activities than ever – including a Mexican Fiesta Dinner, Wild West Party and dinners with peers around the resort to ensure you’re making the right connections and getting the right face-time with your industry counterparts.
‘ New Programs added to ensure your investment delivers the value you need and expect… including the ROA (Return on Attendance) tool, event mentorship program, post-event executive summary and participant key takeaways report.

‘ Outdoor sessions and activities bringing the insights and knowledge sharing into an open-air environment.
‘ Event Concierge offering personalized attention aimed at helping you with all your planning needs.

‘ All New Tracks & Summits, the value of 5 conferences for the price of one: Customer-Centric Social Media, Next Generation Loyalty & Retention Strategies, Strategic Leadership & Customer-Centric Culture, Organizational & Operational Excellence, Innovating the Customer Experience

Plus – Connect, Engage and Learn from your Peers…here is a list of companies who’ve already signed on to attend:

Affinion Loyalty Group
ALSAC St. Jude Children’s Research Hospital
Arizona Public Service
Baxter Healthcare Corporation
Blueocean Market Intelligence
BrightSight Group
Burke Inc.
CACI International Inc.
Canadian Blood Services
CIGNA Healthcare
Comcast Corporation
Compassion Canada
Conway Freight
Customers Rock!
Data Development Worldwide
Dell Inc.
Enumclaw Insurance Group
Essilor
First Data Merchant Services
Forum
Freeman
GFK Custom Research
GlaxoSmithKline
Hallmark Insights
Helzberg Diamonds
Hewlett Packard Company
Home Nursing Agency
Homestead Technologies
HSN
inContact
Intel Corporation
Intercontinental Hotels Group
JetBlue Airways
LaCrosse Footwear Inc.
Lexis Nexis
Marriott International
Mastercard Worldwide Medallia Inc.
NCO Group
Norwegian Cruise Line
OnCURE Medical Corp.
Powerhouse Consulting
Predictive Consulting Group Inc.
Pyramid
Quest Diagnostics
Regence
Research In Motion
San Diego Gas Electric
Scotiabank
Scottsdale Insurance Company
Sensory Logic
Setar
Sony Electronics
Southern California Edison
Southwest Airlines
Sportgiving.com
TELUS
The Disney Institute
The Forum Corporation
The Hartford
Thomson Reuters
Towerbank International
Travelocity
Ubercool LLC
Union Bank & Trust Co.
Union Bank of California
United States Olympic Committee
Verizon Wireless
Wachovia
Walk the Walk
Wyndham Hotel Group
YMCA of the USA
Zappos.com

Wired: Organized Chaos: Viral Marketing, Meet Social Media


We encourage you to check out Curtis Silver’s piece in Wired magazine in which he discusses the evolution of viral marketing and how it met with social media. Silver writes, viral marketing ‘ the technique of wrangling word-of-mouth to create a buzz around your product or idea ‘ has been a powerful tool since the first caveman started the first rumor. Spreading the word person to person is the stuff of Avon dreams ‘ and Bernie Madoff nightmares. And it requires the confidence to lose control of the message by setting it adrift. He discusses 2002′s BMW short film series, The Hire and how Mystery Science Theater 3000 played an integral part in the latter stages of “traditional” viral marketing.

What if we only offered online customer service?

I came across this interesting thread on the UK Business Labs Forum in which a business owner was thinking about switching their online and phone service for customer service to strictly online only, eliminating the phone element. Many customers though still feel the need to physically speak to representatives on the phone right off the bat and when things aren’t being explained well online through instant messaging. Do you think this is a wise decision to remove phone service from their customer service initiatives?

Announcement from The Market Research Event: TMRE 2009 Wrap-Up

Below is an excerpt from our LinkedIn announcement sent today. If you’ve not already joined us on LinkedIn, we encourage you to do so!

We’d like to thank all of you at The Market Research Event LinkedIn group who followed us last week at the conference. In case you weren’t able to make it to Las Vegas, we’d like to share with you some of the most popular sessions from our blog:

TMRE Keynote Session ‘ Yes! Proven Ways for Market Researchers to Become More Persuasive
http://bit.ly/4jclVe

Web 2.0 & Community Research Symposium: More for Less: Leveraging Research Communities to Maximize Your Budget
http://bit.ly/Z7Iur

TMRE 2009: Decision Pathway Modeling: Understanding How Your Customers Get To Yes
http://bit.ly/3SfkQa

TMRE Keynote Session: Why quality doesn’t matter A report on the terminal illness of Survey Research
http://bit.ly/3y9fJ5

Creating “Delicious” Research
http://bit.ly/2vj2GI

For all of the sessions covered at TMRE, visit our blog:
http://bit.ly/GXcE9

Would you like to be more involved in TMRE 2010? Feel free to contact Krista Vazquez, Conference Director, kvazquez@iirusa.com for more information about speaking, Jon Saxe, Business Development Manager, at jsaxe@iirusa.com for Sponsorship and Exhibition Opportunities, Anastasia Ioannou, Senior Marketing Manager, at aioannou@iirusa.com for Media or Marketing Partnership Opportunities; and Kim Rivielle, Managing Director, krivielle@iirusa.com for strategic partnerships and new ideas.

Registration is now open for the 2010 The Market Research Event. You can register here http://bit.ly/3WwqtX and use priority code TMRE2010LINK. Keep up with the latest information on TMRE 2010 right here at the TMRE LinkedIn group, or on Twitter @TMRE.

** ** **
We’d also like to invite you to a web seminar we have coming up:
Unlock a Better Business Strategy with Text Analytics
Start Date/Time: Thu, Nov 19, 2009 2:00 PM – 3:00 PM EST

With SPSS text analytics, you can read documents, blogs, wikis, tweets, e-mails, call center notes, surveys and other free form text ‘ and turn the insight you gain into a true strategic asset. We’ll show you how to use text analytics with social media and other Web 2.0 sites to understand trends, and what your customers want, and how they’ll behave. We’ll demonstrate using text analytics in modeling to make your models better, and how to use automatic translation from more than 30 languages to make sense of your global customer base.
Featured Speaker
Jane Hendricks, Product Marketing Manager, SPSS, an IBM Company

Mention priority code MWS0026BLOG when registering:
https://www1.gotomeeting.com/register/646359377

Cheers,
The Market Research Event Team
http://bit.ly/4mbFEC

NASDAQ Goes Social

I came across this article in WebProNews that discusses that the world’s largest exchange company has launched a social networking community called “NASDAQ Community“. The aim of this group, according to NASDAQ EVP John Jacobs, is to promote market transparency and investor education among people in the financial sector with shared interests.

Members of the community are able to create profiles, ask questions on discussion boards and rate and review stocks.

Free Web Seminar – Unlock a Better Business Strategy with Text Analytics

Start Date/Time: Thu, Nov 19, 2009 2:00 PM – 3:00 PM EST

With SPSS text analytics, you can read documents, blogs, wikis, tweets, e-mails, call center notes, surveys and other free form text ‘ and turn the insight you gain into a true strategic asset. We’ll show you how to use text analytics with social media and other Web 2.0 sites to understand trends, and what your customers want, and how they’ll behave. We’ll demonstrate using text analytics in modeling to make your models better, and how to use automatic translation from more than 30 languages to make sense of your global customer base.

Your customers are talking about you, and you can gain a genuine advantage by knowing what they are saying. Attend this webinar and learn how you can ‘listen in’ ‘ and act on the information to gain a competitive edge.

This webinar will show how to:
- Use text analytics to make sense of any text, including Web 2.0 sources such as social networking sites
- Use the information to get a better understanding of your customers, your products, and your competitors.
- Make sense of free-form text resources, and act on the insight you gain
- Unlock predictive secrets from text sources, and combine that information with structured data to build powerful predictive
models that can inform decision making.

Featured Speaker
Jane Hendricks, Product Marketing Manager, SPSS, an IBM Company

Mention priority code MWS0026BLOG when registering:
https://www1.gotomeeting.com/register/646359377

Improve Customer Service — Or Else

Ed Wallace of CIO.com writes that Baby boomers aren’t just reducing their debt and watching their spending, they are also re-evaluating the types of products they would buy in the future — everything from luxury cars to their homes. Wallace warns, “Attention CEOs: Now, more than ever you can’t afford to let sloppiness, misinformation, or poor service cost you any more customers.”

Wallace continues, because it is becoming harder than ever to separate customers from their dollars, customer care and the buying experience are more important than ever. The problem is that, at least if my experiences this year are anything to go by, that experience is so unrewarding that I, and many other consumers, may keep right on sitting on our wallets.

How are you serving your baby boomer customer base? Have you made any changes to your customer service strategy in order to retain and earn new customers within this demographic?

Warning: Improve Customer Service — Or Else

Google adds social media activity to search results

Utalkmarketing.com reports today that Google has launched Social Search facility that enables users to discover publicly available web content from their social circle online.

Currently still in its experimental stage, when using Social Search users will sometimes see a special set of “Results from people in your social circle” towards the bottom of the results page.

These social results include relevant websites, blogs, status updates, and other publicly-available content from users’ online friends and contacts.

As a social networking user, will this help you find relevant content online? Or, are you able to find said content easily on Facebook, Twitter and YouTube?

Google adds social media activity to search results

TMRE 2009: Get Stimulated: Innovating Through Challenging Times

Get Stimulated: Innovating Through Challenging Times
Andrew Pek, Author, Stimulated!

Andrew Pek presented in the “Proof” track at last week’s 2009 TMRE, and looked at how people could become more creative in the work that they did. He focused on three ways to get stimulated, focusing on The Vibe, The Value and The Verb. We’ve got to work on better exploiting the brain in order to be more creative and innovative at work. Creativity is essentially a survival skill.

When audience members were asked about their best moments of creativity took place, they responded in the shower, while sleeping, driving, or even at conferences.

The Vibe, one of the core parts becoming creative, is all about managing your energy. Innovation is a vibe, and relies on tuning and turning your thoughts and feelings into a creative energy. Being aware of your thoughts and feelings is key to having a good vibe.

The Verb is to act, pair ideas with your actions. Pursuing ideas is the key to successful innovation. A great way to do this is to pair random words together. What do you need to come up with a creative idea for? One audience member suggested a new flavor of beer. Te audience then came together to think of different flavors of potato chips. This can introduce new flavors that one had previously never thought of.

And finally, Pek looked at Value. What impact do your new innovations have on your company and society?

7 Tips to Improving Customer Service

I came across this post on SEOhosting.com that highlights 7 tips for offering “better” customer service. Every company plans on offering better customer service but it’s time to actually buckle down and go through with it. Here are the 7 tips the post includes:

1. Offer online chat – customers want to be able to chat immediately especially if they are having a technical glitch or problem

2. Use Twitter – Comcast and Southwest Airlines are just a few examples of great companies that are being proactive and not reactive to customer complaints by using twitter

3. Have a FAQ section – this can reduce a lot of calls to customer service by simply having a webpage with dedicated answers

4. Include a search function – make your website more friendly by allowing consumers to search for specifics

5. Post contact info on every page – don’t make it difficult for customers to get in contact with you

6. Increase response time to emails – make sure to answer all emails at least within 24 hours

7. Ask how you can improve customer service – constantly ask what are more ways to improve your service