QuestBack Expands Global Presence with New North American Headquarters

Leading European provider of Enterprise Feedback Management pursues growth opportunity in North America

Oslo, Norway ‘ January 31, 2012 ‘ QuestBack, a global leader in enterprise feedback management (EFM), customer experience management and social CRM solutions, today announced the opening of its North American headquarters. QuestBack is Europe’s foremost supplier of feedback management solutions and is recognized by Forrester as a leader among market-insights-focused EFM vendors. As part of the company’s North American expansion strategy, the Bridgeport, Connecticut office will be the foundation for rapid growth across the region and help support the company’s more than 5,000 international customers.

‘QuestBack has experienced extraordinary international growth, particularly as a growing number of companies search for ways to leverage feedback from customers and employees through social channels,’ said Ivar Kroghrud,
chief executive officer. ‘We see a great opportunity for growth in North America and have already experienced demand from businesses across all sectors ‘ from consumer goods to financial services ‘ to help foster current relationships and reach new audiences. Our North American headquarters will enable us to capitalize on this demand and work even more closely with our current customer base.’

With more than 16 years of global management expertise in the market research industry, Suresh Subbiah, president of North American operations, is driving QuestBack’s market penetration in the region. As part of the expansion, Suresh plans to double QuestBack’s North American revenues in the next year. To help support this growth, the company is focused on building out its sales and marketing talent in the U.S. with experienced market research veterans. Recent hires include Jill Ransome as the head of U.S. Marketing and Todd F. White, Eric Bell and Gigi Hayden have joined QuestBack as directors of Insight Solutions.

Founded in 2000, QuestBack quickly established itself as one of the leading global EFM providers. To help clients improve business insight through social media channels, the company recently acquired social CRM provider Globalpark and launched QuestBack Social Connect. Additionally, QuestBack’s web-based services for relationship development helps companies to improve their performance, enhance satisfaction amongst employees and customers, as well as heighten market expertise.

QuestBack is opening its official North American headquarters at 1000 Lafayette Blvd. in Bridgeport, CT. For more information please visit: http://www.questback.net/.

About QuestBack
QuestBack Group is Europe’s leading Enterprise Feedback Management and one of the world’s Top 5 vendors. QuestBack provides online survey solutions, panel solutions and social CRM solutions – web-based services for relationship development through the collection, analysis, and follow-up of business critical information. QuestBack’s clients achieve better financial performance through increasing the satisfaction and loyalty among their customers and employees. QuestBack was founded in 2000 and has achieved double-digit growth ever since. The Company is headquartered in Oslo, Norway with subsidiaries in seven countries and offices in a total of 17 countries, and serves over 5,000 customers across all sectors and industries, including Volvo, Ernst & Young, Coca-Cola, Microsoft and Bosch.

** ** **
The Forrester Wave’: EFM Vendors, Market Insights Platform Providers, Q3 2011, Forrester Research, Inc., September 27, 2011

Media Contact:
Cassie Smith
LEWIS PR
Phone: 617-226-8840
Email: QuestBack@lewispr.com

Driving Change with Mobile Marketing Strategies – Complimentary Web Seminar

Complimentary Web Seminar: Driving Change with Mobile Marketing Strategies 
Jeffrey Hayzlett, Celebrity CMO, Author, The Mirror Test, Running The Gauntlet
Founder, The Hayzlett Group
Thursday, February 2, 2012, 12:00PM – 1:00 EST

Reserve your Webinar seat now at: https://www1.gotomeeting.com/register/873040057
 

It’s time for brand marketers to stand out. Former Fortune 100 C-Level Executive, bestselling author and marketing expert, Jeffrey Hayzlett will be hosting a discussion on how to run the gauntlet in the ever-changing business landscape, and sharing with marketers some advice to make it through alive.

Mobile marketing strategies need to be built into your marketing plans for 2012 and beyond. Your mobile strategy does not need to be a huge technological investment… Marketers adapted QR codes to campaigns to engage their audience, and we’re now seeing an evolution in 2D mobile barcodes to increase the engagement level.

It’ time to lead, drive change, and grow profits in your organization.

Plus, see Jeffrey live and in-person at The Mobile Marketing Conference, where he will be presenting more on Building Brands in the Mobile Medium.

About The Mobile Marketing Conference: The Mobile Marketing Conference will unite today’s pioneering marketers on a quest to uncover the value of the mobile medium as an “always on” channel to engage consumers and convert mobile interactions to transactions. Featuring a robust agenda of real-world case studies shared by clients themselves, this program is co-created by practitioners, mobile experts and visionaries to be truly reflective of the industry’s immediate learning goals.

Download the brochure for more information. Register with code TMMC12DIGITAL to save 15%.

Customer News of the Week: CRM, CCOs & CMOs, Oh My

As we move into 2012 and start looking forward to the next Total Customer Experience Leaders (TCEL) Summit, we’d like to occasionally share with you some of our favorite resources from around the web on customer experience, customer experience design, and customer-centricity.

Worth downloading if you’re struggling to maintain customer loyalty in a ‘doing more with less’ environment: this week on 1to1media, Oracle shared a white paper with subscribers “Lower Costs and Boost Customer Loyalty by Injecting Knowledge into CRM.”

Forrester reported that Chief Customer Office roles continue to grow and found that these executives “tend to be senior leaders hired internally and are as likely to come from the operations side of the company as from marketing.” It’s hardly surprising that this trend continues as “CMOs’ No. 1 goal is to increase loyalty among existing customers,” according to this piece in Ad Age.

In the world of Customer Experience Management, this sponsored post on CMSWire discussed the ways that loyalty can be driven by a consistent experience across channels. Your brand should be as consistently represented by the smell of the store as by the website.

What were your favorite customer experience links this week? What resources do you turn to?

Like these updates? Follow us on Twitter (where we just passed 200 followers!) or Facebook for industry news throughout the week. 

News Roundup: More Mobile, Tablet Trends, A Social Super Bowl

Going forward in 2012 we’d like to provide you with some occasional round-ups of some of our favorite finds from around the internet.

This week was a big one for mobile. Here on the blog, Mobile Marketing conference chair Jeffrey Hayzlett gave a brief intro to the conference and we talked about mobile ROI. Elsewhere, Marketing Profs talked about Mobile and Tablet trends for 2012.

Some of these trends included: The appearance of online storefronts on tablets and integration of social search and new social networks. Head over to Marketing Profs for the full list.

It’s certainly a good bet to be looking at tablet trends as some interesting research this week showed the number of tablet and e-reader owners doubling in recent months. “The share of adults in the United States who own tablet computers nearly doubled from 10% to 19% between mid-December and early January and the same surge in growth also applied to e-book readers, which also jumped from 10% to 19% over the same time period.”

In the social media world, many brands started unveiling their plans for the upcoming Super Bowl. Huffington Post had a good post about the Super Bowl Social Media Command Center. Last year’s Super Bowl provoked 25% more tweets published around the globe than usual in six-hour period around the event and as we move further and further into a “two screen” world, that number is sure to grow.

This article on Fast Company looked at the way that Chevy plans to tie social and mobile together for the big game. Check out this video on The Chevy Game Time app promotion:

Of course this week also marked the 3rd annual Community Manager Appreciation day. Mashable compiled some essential resources for the occasion here. How did you celebrate?

Like these updates? You can also follow us on Twitter or on Facebook for conference updates and industry insider news all week long.

Looking for Successful Mobile ROI?

As the world of Mobile Marketing develops, marketers are of course wondering what the ROI will be of this new medium. Back in August, a study spearheaded by The Relevancy Group noted that lack of ROI is ‘the biggest deterrent for marketers.’ 73 percent of marketers surveyed stated that improving ROI for mobile campaigns is a top priority.

A first step in any marketing ROI equation is deciding what your goals are for your mobile marketing strategy. Is your primary goal to drive consumers to a physical store? Or actually make a purchase on their phone? Or is it something more nebulous like engagement with the brand? Whatever your goal may be, find a way to track success, be it tracking QR code site visits or something so simple as offering a coupon code to mobile users who visit the store in person.

On March 21st, 2012 at The Mobile Marketing Conference, Nick Sheth, Senior Director, Global Business Development, of Gap Inc will be presenting “Successful Mobile ROI ‘ Learnings to Date” in our Strategy track. This session will review progress and innovation in mobile development and marketing, and insights into what is working, and what is on the horizon. We’ll review mobile web and mobile app commerce, search advertising, location services, multi-channel marketing, and SMS. Some topics to be covered include:
‘ Accommodating email as a driver of mobile usage
‘ Location ‘ how it will evolve everything we do in mobile

Sheth is no stranger to Mobile, check out this video below where he explores some of the features of the Gap mobile website.

Gap Inc has also explored mobile apps such as Shopkick and Instagram. Check out the ways they’ve integrated with these apps and others in their Social Shopping web series. Plus, join us in Miami this March to hear more on ROI from Nick Sheth. As a readers of our blog, we’d like to offer you an exclusive 15% discount. Register with code TMMC12DIGITAL here.

P.S. Join our social media community! Our new LinkedIn Group  is a place to share expertise and brilliant ideas on anything mobile marketing and you can also follow us on Twitter at https://twitter.com/TheMMConference or on Facebook: http://on.fb.me/uFo6zi for conference updates and industry insider news.

Total Customer Experience Leaders Call for Submissions Deadline Extended to 1/27

The Institute for International Research (IIR) presents:
Total Customer Experience Leaders Summit June, 2012 in Boston, MA 

Due to the high volume of submissions, we suggest you submit your proposal early and no later than Friday, January 27, 2012 to Stacy Levyn, Conference Producer at slevyn@iirusa.com or 646.895.7335.

Total Customer Experience Leaders is an event that showcases trends, insights and best practices for measuring, aligning and communicating your customer experience strategy to ensure business relevance.

3 Full Days of NEW Topics 
Day 1:
Customer Experience Design & Measurement ‘ Experience Engineering ‘ Design Management ‘ Redesigning a Program ‘ Analyzing VoC ‘ Data Deployment and Data Dissemination ‘ Social Media Feedback ‘ New Innovative Methodologies ‘ Internal Customer Index Scoring vs. NPS ‘ Enterprise Feedback Management
Day 2 & 3:
Strategic Thinking & Action Planning ‘ Using VoC to Take Actionable Insights ‘ Alignment ‘ Employee Engagement ‘ Monetizing Your Customer Experience ‘ Recovery Strategy ‘ Linkage ‘ Customer Service High Level General Sessions that Focus On: ‘ The Rising Role of the CCO ‘ Innovation & Creativity in Customer Experience ‘ Operational Perspective ‘ Digital Customer Experience ‘ Leadership ‘ Behavioral Economics

Plus! Idea gathering forums following each session topic.

The Audience:
‘ Individuals within the company responsible for customer experience, voice of customer, customer research ‘ Individuals with direct experience for the customer experience and/or voice of customer collection, dissemination, interpretation and results ‘ Individuals seeking to enhance their own company’s capabilities in these areas (become more customer-centric and drive business results through improved customer experience), and willing to help others advance through sharing of best practices and experiences
Speakers receive FREE admission to the conference as well as any pre-conference activity such as workshops or symposium.

Sponsorship & Exhibition Opportunities:
If you are interested in sponsorship or exhibit opportunities please contact Jon Saxe, Business Development Manager at jsaxe@iirusa.com or 646.895.7467.

Interested in Becoming a Media Partner or Featured Event Blogger? Contact Kacey Anderson, Marketing Manager, at kanderson@iirusa.com.

Call for Presenters: For consideration, please email slevyn@iirusa.com with the following information by Friday, January 27, 2012:
‘ Proposed speaker name(s), job title(s), and company name(s)
‘ Contact information including address, telephone and fax numbers and e-mail
‘ Talk title
‘ The main theme you plan to address
‘ Summary of the presentation (3-5 sentences)
‘ Please indicate what is NEW about the presentation
‘ What the audience will gain from your presentation (please list 3-5 key ‘take-aways’)
‘ Previous conference experience
‘ Short bio Due to the high volume of responses, we are unable to respond to each submission.

All those selected to participate as speakers will be notified shortly after the deadline. Thank you for your interest in the Total Customer Experience Leaders conference. We look forward to receiving your proposal!

Prediction from The Market Research Technology Event Keynote

“The market research industry will not exist in its
current form by 2020. Even by 2013, significant, clear signs of evolution will
appear…
‘             One or
two new players will emerge and become a big industry force by the end of the
decade
‘             Technology
will dramatically shape the way the insights industry evolves
‘             Big
search engines and social media companies – with access to millions of
individual insights – will become strong insights industry players
‘             There
will be increased emphasis on on technology-enabled observation and listening
type research
‘             There
will be a dramatic increase in the use of Smartphones
‘             Big Data
Analytics – led by consultants and IT giants – will amp up the pressure on
traditional full-service industries
‘             As
representative samples become impossible, MR will abandon that idea for most
research studies”
- Stan Sthanunathan, VP-Marketing Strategy & Insights,
Coca-Cola Co. (Atlanta, GA)
From market research to business intelligence, the tools
available are growing exponentially, the knowledge available is astounding, the
game is changing, and therefore, so are we. We proudly present the new and
expanded: Market Research Technology Event, a holistic synthesis of
intelligence, insights and implications. This is an event with practical
lessons, productive debate and inspirational messages for moving forward and
driving innovation in your organization.
Keynote Spotlight
Join Stan at The Market Research Technology Event as he
keynotes on “Technology…Embrace it or Get Left Behind!”
Rapidly changing technology is impacting the world of
insights in a big way. It is going to fundamentally change the way insights are
generated. Shift of mind-set, upgradation of skill sets and willingness to
adapt are becoming existential imperatives. This presentation will provide an
overview of some of the technologies that will shape the future of the insights
industry. It will also articulate crucial success factors for not only
surviving but thriving in this new world order. Understand how we need to
change, how we change, and understand what new skills are required to survive
and thrive in this rapidly changing world of insights.
Download the brochure for more information on Stan’s session
and the complete Market Research Technology Event program.
The Market Research Technology Event will deliver
marketplace intelligence, from social media to mobile, to CRM, research
innovation, text analytics and data mining. It’s a holistic synthesis of
intelligence, insights and implications. Join us in this new technological
wonderland.
If you have any questions about the event, feel free to
email Jennifer Pereira at jpereira@iirusa.com or visit the webpage here.
Cheers,
The Market Research Technology Event Team
The TMRE Online Network:

The Community Manager in 2012

Yesterday marked the third occurrence of “Community Manager Appreciation Day.” Started in 2010 by Jeremiah Owyang, the “holiday” may seem a bit self-congratulatory, but it’s certainly proof that the community manager role is here to stay.

Check out this great infographic from Social Fresh for the current state of the profession.

Social Fresh is also offering a white paper for download on the subject at that link.

Where does the community manager role stand at your company currently? Is it an agency role or in-house? How do you see the position changing with time?

Hope you had a happy #CMAD!

CALL FOR PRESENTERS: The Market Research Event 2012

CALL FOR PRESENTERS: The Market Research Event 2012
November 12-14, 2012 * Boca Raton, Florida
Email kschram@iirusa.com by Friday, February 3, 2012.

** ** **
NOTE: Presenters are accepted on a rolling basis so early submissions are encouraged.

About TMRE
The Market Research Event (www.themarketresearchevent.com) is all about the business value of market research. With more than 140 sessions and 175 speakers, it is by far the most comprehensive market research conference in the world. Multiple tracks and symposia allow participants to truly customize their experience based on their unique learning goals.

Presenter Qualifications
TMRE is seeking client side executives to join the speaker faculty. Speakers can come from any department within the organization. Content must be original and not have already been presented at this or any other industry conference. Note: ONLY client-side submissions will be reviewed. If you are a market research firm, vendor, or consultant, please see below.

The Audience
In 2011, TMRE drew more than 1000 participants with more than 60% representing client side companies from all major industries including: CPG, Media & Entertainment, Finance & Insurance, Travel & Tourism, Durable Goods, Pharmaceutical & Healthcare, Retail, Energy & Utilities, Telecommunications, Technology, & Automotive and more.

Attendees have backgrounds in market research, consumer insights, marketing, intelligence, brand insights, marketing analytics, R&D, product development, innovation, customer experience, strategic planning, shopper insights and advertising among other related areas.

Suggested Topic Areas

  1. 1. Social Media & Communities
  2. 2. Shopper Insights
  3. 3. Consumer Trends
  4. 4. Segmentation
  5. 5. Biometrics & Neuroscience
  6. 6. Ad & Media Research
  7. 7. MR Leadership & Strategy
  8. 8. Market & Brand Insights
  9. 9. Insight Driven Innovation & Product Development
  10. 10. Business to Business Research
  11. 11. Data Analytics
  12. 12. Innovation in Tools & Techniques
  13. 13. Strategic Global Expansion
  14. 14. BRIC
  15. 15. ROI & Measurement
  16. 16. Activating Insights
  17. 17. Big Data
  18. 18. Mobile & Technology

We are also happy to consider topics not listed here that you feel would add value and be appropriate for the audience.

Submission Guidelines
Those who wish to be considered for the TMRE speaker faculty should send the following via email to Kelly Schram, Conference Director at kschram@iirusa.com no later than Friday, February 3, 2012:

  1. 1. Benefit oriented title of session
  2. 2. Summary of session (no more than 150 words)
  3. 3. What is NEW about the presentation
  4. 4. Full contact details for speaker including name, title, company, email, phone and mail

If your submission is selected, portions of your summary will be used to promote your participation. In an effort to ensure the utmost quality, all final presentations will be subject to review by our content review board prior to the event.

Past Speakers Include:

Stan Sthanunathan, Vice President, Marketing Strategy & Insights, The Coca-Cola Company, Paulette Kish, Strategic Insights Officer, Mars Petcare, Julia Oswald, Vp, Strategy & Insights, Domino’s Pizza, John Wright, Director, Consumer Insights, Safeway, Renee Pezzi, SVP, Research, Citizen’s Bank, Mike Greco, EVP of Strategic Insights, A&E, Bill Hoffman, SVP, Consumer Insights Best Buy, Susan Wagner, VP, Global Strategic Insights, Johnson & Johnson, Stan Turek, VP Customer Strategy & Shopper Insights, PepsiCo, Dan Zigmond, Technical Lead & Manager, Ad Quality & Pricing Group, Google TV, Joel Aach, VP Consumer Insights, Darden Restaurants, Barry Blyn, VP, Consumer Insights, ESPN

Benefits to speakers
Each speaker receives the following:

  1. 1. Free pass to the event including access to all pre-conference symposia and workshops
  2. 2. Continental breakfast and lunch
  3. 3. Admittance to exclusive networking activities
  4. 4. Unique discount code entitling anyone who uses it to 20% off the standard conference rate

Special notices to market research firms, vendors and solutions providers
This call is limited to client side presenters. If you are a vendor, consultant, solution provider, or technology provider and would like to speak at TMRE, please contact Jon Saxe at jsaxe@iirusa.com or 646-895-7467 or Sarene Yablonsky at syablonsky@iirusa.com or 646-895-7474.

Jeffrey Hayzlett on The Mobile Marketing Conference

Jeffrey Hayzlett, Celebrity CMO, Author of Running The Gauntlet and Founder of THE HAYZLETT GROUP will be chairing our upcoming event, The Mobile Marketing Conference. Check out this video for a personal message from Hayzlett on this exciting conference:

Join us this March and harness the power of mobile marketing at The Mobile Marketing Conference. Download the brochure for more details.

As a readers of our blog, we’d like to offer you an exclusive 15% discount. Register with code TMMC12DIGITAL here.

We hope to see you in Miami!
All the best, The Mobile Marketing Conference Event Team

P.S. Join our social media community! Our new LinkedIn Group: http://linkd.in/y01QZT is a place to share expertise and brilliant ideas on anything mobile marketing and you can also follow us on Twitter at https://twitter.com/TheMMConference or on Facebook: http://on.fb.me/uFo6zi for conference updates and industry insider news.