Teens and Social Media: Where are they going?

Facebook has been the go-to social media site of the past eight years. But recent research shows from Microsoft Research shows that teens are gravitating from Facebook and using social media with apps specially made for SmartPhones is their new destination.  Tumblr, Twitter and text messaging is the popular destination now of those who turn 13.  But studies show that they’re still using Facebook and 93% do have accounts.  The article at the LA Times also mentions that three out of every four moms who went online in March did visit Facebook.

At The Market Research Event 2012, we’ll have a track dedicated to social media listening looking at how you can listen to you audience online.  As the younger generation has so fully integrated technology into their lives, brands should discover how teens are communicating their brands online.  For more on TMRE 2012, download the brochure here. As a reader of this blog, save $500 off the standard rate when you register before June 5 and mention code TMRE12BLOG!

What what does this mean for the social media giant and it’s next few years? Do you think that the younger generation gravitating away from the site has to do with it’s personalization and and a view of invasion of privacy from their parents?  What does this mean for the future of Facebook?

Speaker Spotlight: Kim Noltemy, Boston Symphony Orchestra

In the weeks leading up to the 2012 Total Customer Experience Leaders Summit we’re going to be featuring some of our fantastic speakers here on the blog.

Kim Noltemy, Chief Marketing and Communications Officer, Boston Symphony Orchestra will be presenting “Integrating Management Decisions into the Customer Experience” at 3:45pm on Friday, June 8th at the Total Customer Experience Leaders Summit.

In her session, you’ll cover:
How to best integrate and leverage our customer touch points.
What measurements to use, and what is an acceptable return on investment.
How to effectively use technology, design, branding, and training to ensure a successful and meaningful interaction with customers.

Plus, find out how the Boston Symphony Orchestra uses unique and cost effective ideas to engage the customer throughout the entire process.

Mass Cultural Council: The Art of Participation

For a taste of Noltemy’s presentation, download this eBook “The Art of Participation: Shared Lessons in Audience Engagement” from the Mass Cultural Council. In it, Noltemy is quoted as saying:

‘You don’t get the results unless you pull it all together to create a real presence in the digital world.’

 It is this sort of holistic thinking that we’re looking forward to at the 2012 Total Customer Experience Leader’s Summit.

Time is running out, but you can still join us in Boston. Register as a reader of our blog with code TCEL12BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

Build your Market Research Community with The Market Research Event 2012!

Last year, The Market Research Event brought together over 175 Speakers, over 140 Best in Class Sessions,speakers from more than 17 countries challenging every participant to be enlightened on the state of market research. Speakers challenged attendees to bring value to the insights they presented with their market research data and to have an innovative mindset.

We at TMRE Challenge You to Join the Community:

TMRE gives you a number of ways to meet fellow researchers and network before and during our November Event!

You can start now by joining our online Communities and networking today!:
Join over 5500 market research members from around the world on LinkedIn: The Market Research Event
Over 1400 followers have followed us on @TMRE’s Twitter
We have 200+ Fans on The Market Research Event’s Faceook Page.
Head over to the TMRE TV Channel on YouTube to gather insights collected at past TMRE events!

Also, when you register to join us this fall in Boca Raton, you’ll have eight networking breaks to meet with 1,200 attendees, an exclusive corporate match making program, a mentor program for new attendees and our pre-event networking tool.  Learn more about The Market Research Event 2012. If you’d like to join us in Boca, register today and save $500 off the standard price when you and mention code TMRE12BLOG.

Idea Gathering: Customer Experience News: Happily Ever After

The Total Customer Experience Leaders Summit provides both B2B and B2C case studies and translating these innovations and insights is a huge part of the value of the conference. Our unique idea gathering wrap-ups between sessions facilitate this translation and were one of our most highly rated features last year.

Here on the blog we’re doing a regular series of idea gathering wrap ups, pulling together some of our favorite stories on customer experience, customer experience design, and overall customer-centricity.

The infographic pictured here, recently published by Bolt Insurance, is a great illustration of some of our recent points here on the blog. If you click through and scroll to the suggestions at the end you’ll see that improving your company culture, offering loyalty rewards and listening to your customers online and through surveys are the main keys to keeping customers happy. We couldn’t agree more.

Via: Bolt Insurance

This post on The Huffington Post speaks to the company culture aspect of loyalty building, saying “In many cases, empowering employees to resolve customer issues will save you time and effort down the road. Employees should also feel confident that they have the backing of management, so that they can enforce company policies quickly and efficiently without the issue escalating.”

Elsewhere in customer loyalty news: Beth Hirschhorn, EVP of global brand, marketing and communication, and a member of MetLife’s executive group spoke with Forbes about Metlife’s customer-centric initiative. She is quoted as saying “for us the objective is to focus as much on existing customers as it is about obtaining new customers.”

The Harvard Business Review blog hosted a piece on “Three Myths about What Customers Want” that delves into the myths companies may believe about building loyalty and customer relationships. Key takeaways? Don’t underestimate the power of discounts and focus on your brand’s core values.

For an interesting look at how *not* to do customer service, click through to this piece from The Guardian. Yes, it is important to be listening online, but call centers or store associate availability by phone are still an important piece of the picture.

So what are you doing to remain “happily ever after” with your customers? Like any relationship, it takes work.

We’re looking forward to delving into the topic more at the Total Customer Experience Leader’s Summit which is now less than two weeks away. There’s still time to join us: register as a reader of our blog with code TCEL12BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

Early Bird Savings for The World’s Top Market Research Event, Plus Get the Event Preview

We invite you to join us at The Market Research Event 2012, taking place November 12-14 in Boca Raton, Florida. It is the trusted event brand for developing the career market researchers from transactional partners to transformational leaders.

We’re operating in real time and so we must move from insights to foresight. Forget about safe questions and obvious answers. Researchers today are empowered and expected to take risk and drive innovation, while also demonstrating ROI. The new value proposition calls for uncovering real insights that will create new value.

Download the event preview.

The Market Research Event 2012 is your source of information, skill enhancement and partnership development to ensure you succeed in this new environment.

In just 3 days and 1 travel spend you gain access to:
136 sessions, 8 keynotes, 17 BRIC/European perspectives, 150+ client-side speakers, 8 interactive sessions, 9 concurrent main conference tracks and 7 concurrent pre-conference symposia

The Market Research Event covers all the topics you need to know now:
Completely New Content Areas For 2012:

  • - Social Media Listening 
  • - Mobile & Technology 
  • - Trends: With a Special Hispanic/Millennial Focus 
  • - Consultative Skills Development 
  • - Strategy & Futuring 
  • - Data Analysis & BIG Data 
  • - Collaboration in Action: Industry Roundtables & Interactive Work Groups

Returning Themes ‘ With all new, never before seen presentations for 2012:

  • - Ad & Media Research 
  • - Shopper Insights 
  • - Business to Business Research 
  • - Global Research 
  • - Insights Leadership & Transformation 
  • - Brand Insights: Letting the Brand Tell the Story 
  • - Insight Driven Innovation 
  • - The New MR Toolkit

The Market Research Event isn’t just a conference – it’s a life changing experience that promises results. Stay tuned as we reveal the 2012 full agenda. Sign up here to receive the latest updates.

Join us as we help transforming insight partners into strategic consultative leaders. Register today and save $500 off the standard rate. Mention code TMRE12BLOG. If you have any questions about this year’s event, feel free to email Jennifer Pereira.

Speaker Spotlight: Chuck Feltz, Author, Never by Chance

In the weeks leading up to the 2012 Total Customer Experience Leaders Summit we’re going to be featuring some of the speakers.

One of our keynotes, “Never By Chance: How Leaders Align Intentional Customer Experience to Accelerate Strategy” with Chuck Feltz, CEO, Managing Partner, FELT Z & ASSOCIATES, LLC and Author, Never by Chance: Aligning People and Strategy Through Intentional Leadership will focus on what is clearly a recurring subject here on the blog: how leaders can develop an internal culture that encourages great customer experiences.

Far too many organizations leave too much to chance by failing to intentionally align people and strategy from the top down. This session will show you how to increase your organization’s relevance by creating an intentional customer experience that aligns your organization from the top down and leaves nothing to chance.

For a great sneak peek of this session, check out this interview with  Chuck Feltz on the Peter McClellan Radio Show discussing strategy.

One key takeaway  “The thing is to make sure employees understand what the endgame is.” How are you aligning your culture to your vision statement? One place to start: by joining us at The Total Customer Experience Leaders Summit this June in Boston.

Register as a reader of our blog with code TCEL12BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

TMRE TV: Alicia Rankin, NFL

At The Market Research Event 2011, Marc Dresner sat down with many of the industry’s leading researchers to discuss their strive for the best insights in addition to how they work with fellow researchers to find the insights they are striving for better research and insights.  This is TMRE TV.

This week, we’re featuring our interview with Alicia Rankin, Head of Research and Fan Insights, NFL.  The research department at the NFL  works with every department in the NFL along with the 32 clubs to develop the best fan experience possible.  They do their research with the fan in mind, with the goal to make the NFL experience the best possible.

Watch Alicia’s interview here:

In Alicia’s interview, she encourages researchers to understand the business they’re doing research for as best they can then bring actionable insights to teams that fit their customer database.  What is one of the best initiatives you’ve seen come from actionable insight you’ve presented to your product teams?

The Market Research Event 2012 will take place November 12-14, 2012 in Boca Raton. We’re in the final stages of production! To stay up to date on the latest news and information on the event, sign up for updates. Also, register now to save $500 off the standard rate! Be sure to mention code TMRE12Blog.

Idea Gathering: Customer Experience News: Let’s Get Social

image source Microsoft Dynamics Community via Business2Community

The Total Customer Experience Leaders Summit provides both B2B and B2C case studies and translating these innovations and insights is a huge part of the value of the conference. Our unique idea gathering wrap-ups between sessions facilitate this translation and were one of our most highly rated features last year.

Here on the blog we’re doing a regular series of idea gathering wrap ups, pulling together some of our favorite stories on customer experience, customer experience design, and overall customer-centricity.

When discussing holistic customer experience, you can’t ignore the power of social media in today’s world. A recent American Express study found that “The 2012 American Express?? Global Customer Service Barometer also found that consumers who have used social media for service wield the greatest amount of influence. They tell significantly more people about their service experiences, and say they’d spend 21% more with companies who deliver great service ‘ compared to 13% on average.”

But it’s not just because you fear a consumer badmouthing your company that you need to get social. As marketing consultant and trainer J-P De Clerck recently wrote on conversionation.net “Customer experiences are about touchpoints and touchpoints are by definition social. Guess what is a key focus in 2012? Indeed, social.”

Business2Community illustrated the importance of Social CRM Apps this week with the above image and by saying: “If conversation between a sales rep and his or her client has moved to the world of social media, the sales rep must be equipped with the proper technology to best interact with and understand the customer.”

Former Total Customer Experience Leader’s speaker Becky Carrol wrote about the topic on her blog earlier this year, citing Newark, NJ mayor Cory Booker as an inspiration and saying “Social media, by contrast, provides not only the opportunity for an instant response but also for a personal response.”

So what can we take away? Don’t go social because you fear the customer response, go social because it is a way to make a personal connection with today’s connected customer. For social CRM, it may be a way to close the sale or keep a customer loyal. For a contact center it may be the way to turn an unhappy customer into an evangelist or a VOC text analytics program could use social to measure sentiment. Are you social? How? Share with us in the comments!

Total Customer Experience Leaders is social: You can follow us on Twitter or become a fan on Facebook for industry news all week long.

What to look for next week at The Audience Measurement

As we prepare for The Audience Measurement Event next week, let’s take a look at some of the great articles which highlight the experience next week in Chicago.

Facebook will be on hand to present “Measuring Paid, Earned, and Social: From Reach to ROI”. Speaker Fred Leach joined Audience Measurement Speaker Joel Rubenson for a pre-event conversation  looking at marketers can best use Facebook and some of the best ways to measure success.  View the blog post here.  Fred will be speaking on Monday, May 21 at 1:30PM.

Joel Rubenson also spoke with Catherine Roe of Google, who discussed the digital measurement and usage for many CPG companies.  Read Part 1 here, Part 2 here and Part 3 here.  Catherine Roe will be speaking Wednesday, May 23 at 11:15AM.

Deb Roy, Director, Cognitive Machines Group, MIT MEDIA LABS & Co-Founder & CEO, Bluefin Labs, will be presenting “Closing the Gap between Social Media & Mass Communication” on Tuesday, May 22 at 8:30AM.  He’ll be looking at the connection that can be formed between television and social outlets.  View the blog post here.

TiVo will look at a similar topic when they present “The Three Screens: Understanding Consumption & Multi-Tasking Patterns” on Monday, May 21 at 4:00PM. Jonathan Steuer, TIVO, will look at how to combine information on how to collect and analyze from more than just the television. Read more about his presentation here.

Beth Uyenco of Microsoft and Jo Rigby of Omnicom Media Group will be on hand to present “Leveraging Mobile’s Muscle along Shoppers’ Path to Purchase” analyzing how consumers use their mobile phones on their path to purchase. You can see this presentation on Monday, May 21 at 1:15PM. For more about this presentation, see the blog post here.

These are just a few of the many presentations you can look forward to at The Audience Measurement Event taking place next week, May 21-23, 2012, in Chicago, IL.  As a reader of this blog, when you register to join us, mention code AM12BLOG and receive 15% off the standard rate.  If you have any questions about the event, feel free to email Jennifer Pereira.