Looking at leaders: Jonathan Stephen

Our 2013 event is all about the Insights-Rich Customer Stories. With that in mind, in the months leading up to the 2013 Total Customer Experience Leaders Summit we’re going to be featuring some of our amazing customer experience leaders here on the blog.

This week, let’s take a look at:
Jonathan Stephen, Head of Mobile, JetBlue Airways

In his design-focused session “Lessons from JetBlue: Designing a Mobile App that Motivates,” Stephen will discuss the ways that mobile has impacted all phases of the travel experience. With advanced data networks and increased smartphone adoption, customers now have instant access to information at every touchpoint. In this session, attendees will learn how to really motivate and connect with mobile.

Get a sneak peek of what Stephen has to share in this video from Mobile Mixed, “Get An Inside Look At JetBlue’s Mobile Strategy: A Chat With Jonathan Stephen

For more about the Total Customer Experience Leaders Summit and our featured speakers, visit our website and download the brochure. Register as a reader of our blog with code TCEL13BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

Australians’ Retailers Tech Innovations Instore Are Paving the Way to the Future

Innovation (Photo: Seth1492)

Australian retail companies generate 292 billion in revenue annually, however only 14.6 billion of that number is from online sales. The online retail sensation, which has led to about 11 times more revenue in the US then Australia, doesn’t seem to be happening down under.

Online/Offline Convergence Instore

With two-thirds of Australians reporting that they prefer ‘brick and mortar’ retail stores it would seem to an untrained eye that IT has no place in the Australian retail industry. However, this is far from the case as Australian retail firms begin to use IT innovations to create more engaging customer experiences within traditional store settings.   An example of these innovations is storing customer demographic information through in-store video feedback.

Implementation of this video feedback technology will allow retailers to know who was shopping for their products and when. This kind of information could prove invaluable for advertisers seeking to directly target certain market segments. When new products are released retailers will be able to see who is shopping for those products and can use that information to target the corresponding market segments with their advertisements.

Data Mining in a Cashless Society

An additional retail innovation likely to impact market research is the replacement of the conventional cash register with point-of-sale devices capable of reading the increasingly popular mobile payment apps on smartphones. Instead of taking merchandise in line to wait for a cashier at a register, customers who decide they want to purchase something can just take out their smart phone and instantly purchase it.

This kind of cashless system, combined with technology like video feedback could place marketers even deeper into the mind of consumers. When consumers have the ability to make purchases at will, and marketers have the chance to actively observe how they do it, the result could be the perfect product.

The Art of the Explorers

To further explore the implications of innovative technology, social and big data, emerging methodologies  and how they will shape the future of market research, we invite you to join us at The Future of Consumer Intelligence event taking place on May 14-16, 2013 in San Francisco, California. It will be a gathering of the entire “consumer culture” collective traversing common ground across roles and industries to translate behavioral information into business opportunity together.

Jeffrey Marino is a contributing writer concentrating his focus on Business Administration, Management Information Systems, and Tech Innovations. He blogs at Fordham Nights and can be reached at JMarino@iirusa.com

Nationwide, Safelite & Facebook Integrate VOC & Market Insights into Customer Strategy

Image via CrunchBase

Are you keeping the customer at the center of every business decision?

Are you using the data captured across the ENTIRE customer journey to create a strategic business plan?

Join us at the Total Customer Experience Leaders Summit as we unite a diverse group of customer-focused change makers to share best practices on integrating VOC and market insights into your customer strategy. Gain the knowledge and skills you need to confidently uncover, manage, link and act on customer data NOW.  

Featured keynotes include:

Valuing Customer Input and Feedback
 - Jasmine Green, Vice President, Chief Customer Advocate, Nationwide

How Can Customer Centricity be Profitable
 - Peter Fader, Professor of Marketing, The Wharton School of the University of Pennsylvania

Driving Good Profits by Building a Customer-Centric Culture
 - Thomas Feeney, President & CEO, Safelite AutoGlass

The New Collision of Measurement and Customer Insights
 - Sean Bruich, Head of Measurement Platforms & Standards, Facebook

Idea Gathering: Customer Experience News – Employee Engagement

Not just hearing, but translating innovations and insights is a huge part of the value of the Total Customer Experience Leaders Summit. Our unique idea gathering wrap-ups between sessions facilitate alignment of customer strategy inspiration with business relevant actions and have been one of our most highly rated features in the past.

Here on the blog, we’ll be presenting weekly idea gathering wrap ups of some of our favorite customer experience strategy, design and alignment news and views.  This week, let’s flip things around and talk about employees.

Cynthia Clark of 1to1Media recently wrote “Most companies are striving to improve the experience they deliver to their customers. However, unless they address internal process issues, this task might be a lot more difficult than expected and could lead to disappointing results.” When employees can’t perform in an efficient manner, customer experiences are directly impacted.

Perhaps at the other end of the spectrum, this feature “The Happiness Machine” on Slate
discusses the many ways that the Google’s human resources department optimizes employee experiences…right down to how many minutes is ideal to wait in line for lunch.

Lastly, a new report from Temkin group identified “Employee Engagement” as one of their core customer experience competencies.

Is your customer experience program engaging employees? Tell us about it in the comments.

For more conversation on topics like this, join us at the Total Customer Experience Leaders Summit: register as a reader of our blog with code TCEL13BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She is the voice behind the Total Customer Experience Leaders Summit on Twitter, Facebook and LinkedIn. She may be reached at mleblanc@iirusa.com

Webinar Recording Available: How to Train (and Untrain) Your Brain for Innovationn

Last week we were happy to welcome Susan Robertson, Principal and VP Business Development, Ideas To Go for a unique lesson in ideation in our TMRE webinar: “How to Train (and Untrain) Your Brain for Innovation.”

In this session, we learned how to avoid the “Yes, Buts” when running an ideation session by using “Forness??” thinking and Assumption Busting

Missed this session or wish to review? View a recording of the webinar here. You can also download a copy of the Ideas To Go white paper ‘Finding the Hidden Innovators in Your Company.’

The Market Research Event Team

INFOGRAPHIC: The Great Social Customer Service Race

Earlier this month, we tweeted a link to “4 Customer Service Lessons from the Biggest Brands on Twitter.” We’re happy to present a guest post delving into that topic by Ashley Verrill, along with the great infographic. (To submit your own guest content, email mleblanc@iirusa.com)

I recently completed a five-week research project meant to assess the social customer service responsiveness of 14 top consumer brands in the U.S. Twitter specifically is rising in popularity as a medium for voicing consumer queries. I wanted to see how companies such as Coca Cola, Pepsi and Apple leveraged technology to fulfill this need.

To test these companies, I asked four of my colleagues to send customer service tweets to 14 leading consumer brands in seven industries. Each company received one tweet per weekday for four consecutive weeks. For two weeks we used the @ symbol with the company’s Twitter handle, but for two more weeks we just mentioned the brand without the @.

The questions were either urgent, or we needed help right that second; positive; negative; or a query from the company’s FAQ page. Here’s a few lessons we learned about listening technology from the experiment.

Listen for Mentions With @, no @ and #Brand
There was a huge disparity during the race for messages with the @ and those without. Certainly brands shouldn’t insert themselves in someone else’s conversation, but these interactions also provide an opportunity for the company to express proactive customer service. These interactions increase the likelihood the customer will share the interaction and refer your brand to friends.

Marketing can uncover positive feedback that’s perfect for retweeting and fend off competitors that are also listening for their brand. During the race, several tweets directed at Bank of America and Wells Fargo received a response from a competitor asking that we consider their institution instead.

Successful Prioritization Rules Are Key
Customers that tweet requests on Twitter are seeking instant gratification. For companies that receive thousands of mentions a day, it’s impossible to expect them to catch everything, but businesses should have a system for picking out the most important messages. During the race, many of the participants missed messages that indicated huge risk of switching brands, or high purchase intent.

Social CRM programs allow users to customize prioritization rules with things like key word identifiers, social clout and customers history. So a company could for example make sure a tweet with ‘help,’ ‘mad,’ ‘#fail,’ ‘thank you’ and the brand name, is moved to the front of the service queue.

Identify Active Socializers
Also important to this message priority system is social customer service history. I hoped one of the companies in the race would see we were active brand followers and improve their response averages – but this didn’t happen.

Companies could program a prioritization trigger that alerts agents when a brand advocate or detractor has sent a message. This is particularly important when paired with social clout considerations. Overall, the brands that participated in the race only responded 14 percent of the time. Whether the issue is one of technology or strategy, it’s clear even the top brands in the world are still fine-tuning their social customer service strategy.

About Ashley Verrill 
Ashley Verrill is a market analyst and writes for the Software Advice website. She has spent the last six years reporting and writing business news and strategy features. Her work has appeared in myriad publications including Inc., Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal. Before joining Software Advice in 2012, she worked in sales management and advertising. She is a University of Texas graduate with a bachelor’s degree in journalism.

Flashback Friday: Podcast: Janet LeBlanc on Creating a Customer-Centric Culture

Earlier this month, we learned that a substantial portion of our audience does not believe their companies have a customer centric-culture. Janet LeBlanc, President, JANET LEBLANC + ASSOCIATES  has been a perennial favorite at the Total Customer Experience Leaders Summit. Let’s take a look back to 2012, where we spoke to her about creating a customer centric culture for some tips:

One building a customer centric culture  LeBlanc says, “it’s one of the most challenging transformational change initiatives for any senior executive to undertake.” For more on the process and the types of culture you may currently be operating under, listen to the podcast. 

If you’d like to hear more from Janet LeBlanc, join us at the Total Customer Experience Leader’s Summit in April.

Register as a reader of our blog with code TCEL13BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She is the voice behind the Total Customer Experience Leaders Summit on Twitter, Facebook and LinkedIn. She may be reached at mleblanc@iirusa.com 

Your Invitation: The Future of Consumer Intelligence

Truly understanding is more than just asking questions and getting answers. It’s about translating insights into confident decision making. The collective notion of “Consumer Intelligence” as a source of strategic guidance now spans primary market research as a functionality integrated alongside the aggregation of data behavior patterns into knowledge that serves as the foundation of a customer campaign. It has come full circle as the realization of more intimately understanding a consumer is a viable aspiration.

Now, how close we can come to doing this in real-time?
What technology, innovative methodologies and thought leadership are behind it to see it through?

The Future of Consumer Intelligence covers everything you need to know now, and what you’ll need to know for the future:

‘ Big Data
‘ Consumer Intelligence
‘ Prediction Science
‘ Cultural Tracking
‘ Social Analytics
‘ Customer Loyalty
‘ Data Visualization
‘ Maximizing Technologies
 ‘ Relational Database Strategy
‘ Mobile Research
‘ Digital Ethnography
‘ Mobile Wallet
‘ Crowdsourcing
‘ Neuroscience
‘ Gamification

 Check out this video invite from the #FOCI conference Chairman Ben Smithee to find out why you need to attend:


Download the conference brochure for full program details.

Together, let’s embrace new opportunities and new ways of thinking about our industry. Here’s to a great year.

Registration Information: 

May 14-16, 2013 ‘ PARC55 Wyndham ‘ San Francisco, CA

 * Mention your Blog VIP code: FOCI13BLOG to save 15% off the standard & onsite rate. 

Email: register@iirusa.com
Phone: 888.670.8200

Reminder: Live Webinar Today: How to Train (and Untrain) Your Brain for Innovation

Don’t forget to join The Market Research event and Ideas To Go for a complimentary webinar today at 11 AM EST!

How to Train (and Untrain) Your Brain for Innovation with Susan Robertson, Principal and VP Business Development, Ideas To Go

Wed, Jan 16, 2013, 11:00 AM EST

Register here: https://cc.readytalk.com/r/hdw8uibu3zo3

Please use priority code M2428W2BL when registering.

Most organizations constantly look for innovative thinking-and regularly
ask their employees to come up with new ideas. The problem is that they
haven’t always armed their people with tools or techniques to do that.
With over 30 years of experience in creativity and innovation, Ideas To
Go has uncovered and cultivated the secrets to thinking like an
innovator. Join us on January 16, 2013 to help dramatically increase
your ability to think more disruptively.

Participants will learn:

  • The most common idea-killing behavior, that we all use all the time, and probably aren’t aware of.
  • How to think about new ideas differently, in a way that nurtures rather than suffocates innovation.
  • 2 specific tools that are easy to learn and apply, but that dramatically increase our ability to create new ideas.

Participants will also receive a copy of the white paper ‘Finding the Hidden Innovators in Your Company’.

This webinar is presented by Ideas To Go http://www.ideastogo.com/

The Market Research Event Team

Call For Presenters Now Open: The Inaugural Strategic Selling Summit

CALL FOR PRESENTERS: Introducing the Inaugural Strategic Selling Summit co-located with the 13th Annual Shopper Insights in Action Conference July 15-17, 2013

Submit your proposal by email to rmcdonald@iirusa.com by Friday, January 25, 2013

Event Date: July 15-17, 2013 Location: Swissotel – Chicago, IL

The Institute for International Research (IIR) is currently seeking corporate practitioner presenters for:

The Inaugural Strategic Selling Summit

Optimizing the Path to Profit

Due to the high volume of submissions, we suggest you submit your proposal early and no later than Friday, January 25, 2013 to Rachel McDonald, Senior Conference Producer at rmcdonald@iirusa.com. Only proposals from retail, brand and CPG corporate practitioners will be considered, for all other submissions please see sponsorship section below.

Every July in Chicago, key stakeholders within the shopper insights and shopper marketing ecosystem gather to connect with like-minded peers to share innovative stories, fresh insights and sure-fire successes at the Shopper Insights in Action Conference.

Responding to the growing value of shopper marketing, category leadership and merchandizing, this year we are thrilled to announce the Inaugural Strategic Selling Summit focusing on Optimizing the Path to Profit. Co-located with the Shopper Insights in Action Conference we are offering a one-stop shop for the entire customer-facing team. Stay-tuned for more event details on www.ShopperInsightsEvent.com.

With over 650 delegates, The Strategic Selling Summit will share keynotes, but will have its own dedicated tracks covering Shopper Marketing, Category Leadership, Analytics, Strategic Merchandising, and more.

We are currently seeking shopper marketing, merchandising, category and innovation practitioners to present case study examples that illustrate the implementation of the insight, technology that supports high impact activations, how to bring the activation to life at retail, and proven return on investment.

New Content Areas for the Strategic Selling Summit:
‘ Social Shopping
‘ High Impact Activations
‘ Mobile Innovations
‘ ROI & Measurement
‘ Proven Examples of How Shoppers Behave In-store
‘ Technology that Supports the Activation
‘ Collaboration Between Buyers & Shopper Marketers
‘ Virtual Shopping Case Studies
‘ Trends, Technology & Strategies Impacting Retail Environments
‘ Category Reinvention
‘ Retail Leadership
‘ Data Collection, Usage and Sharing
‘ Understanding the Mindset of the Always On Shopper
‘ Trends & Innovation Driving Shopper & Consumer Behavior
‘ Category Growth Strategies
‘ Aligning Shopper Marketing & Category Management Initiatives
‘ Strengthening Retail Partnerships
‘ Collaboration Practices for Category Growth
‘ Innovation in Private Brand & Brand Identity
We are also happy to consider other topics that you feel would add value and be appropriate.

Confirmed Keynote Speakers include:
‘ Andreas Weigend, Social Data Lab, Stanford University and Former Chief Scientist, Amazon.com
‘ Tim Dorgan, Vice President E-Merchandising, Peapod
‘ Doug Rauch, Former President, Trader Joe’s
‘ Jenn Lim, CEO, Delivering Happiness and Co-Creator, Zappos
‘ Phil McGee, Director, Director of Shopper Insights, Campbell Soup Company
‘ Jonah Berger, James G. Campbell Assistant Professor of Marketing, The Wharton School, University of Pennsylvania and Author, Contagious: Why Things Catch On
‘ Paul Zak, Neuroeconomist, Professor of Economics, Psychology and Management at Claremont Graduate University and Author, The Moral Molecule

Retailers, CPGs and Thought-Leaders already committed to participate include:
Red Bull North America, Heineken, Kraft, Coca-Cola, Nestl??, Jockey, Peapod, Mondelez, Kellogg Company, The Hershey Company, Barilla America, Saint Joseph’s University, Campbell Soup, The Clorox Company, Indiana University’s Kelley School of Business, Staples, Church & Dwight, The Home Depot, Merck, AOL, Unilever and many more’

If you would like to nominate a track session speaker or a main-stage keynote presenter, please email: rmcdonald@iirusa.com.

Corporate Practitioner Speakers receive complimentary admission to The Shopper Insights in Action Conference as well as The Strategic Selling Summit as well as any pre-conference activity such as workshops or symposium (a value over $8500).

Sponsorship & Exhibiting Opportunities:
What if I am not a corporate practitioner (from a client-side company) but still would like to participate?
More than 70% of our content will be delivered by corporate practitioners from retail, brand and CPG. If you are a consultant, market research firm or solution provider and wish to be a part of the program, please contact Jon Saxe, Senior Business Development Manager at jsaxe@iirusa.com or 646-895-7467. We will customize opportunities to fit your needs from speaking, branding, networking and/or exhibiting.

How to Submit:
For proper consideration, please include the following information with your proposal:
‘ Proposed speaker name, job title, and company name
‘ Complete speaker contact information – address, telephone and e-mail
‘ Short biography of speaker (50-75 words max)
‘ Title of presentation (one-line, benefit oriented)
‘ Short summary of content to be delivered (no more than 75 words), followed by three bullet points of what audience members can expect to “take away” from the presentation
Tips/Guidelines to Consider:
‘ Sessions are 30-40 minutes in length, inclusive of time for Q&A
‘ Preference will be given to proposals that clearly illustrate the full insights to activation process
‘ Commercialism and self-promotion from the podium is strictly prohibited. Your presentation will be reviewed by a Content Review Board prior to the event and should you self-promote during the session, you will not be invited to return as a speaker.
‘ The conference audience consists of brand/CPG-side marketers, category leaders, retailers and thought-leaders responsible for implementation of the insight at retail. Your proposal must present new innovations and strategy, and how it will move the industry ahead.
‘ Travel and expenses are the responsibility of the speaker.
‘ If your proposal is accepted you agree that it has not and will not be presented at any other industry forum within one year. It is important that the content is new and not repurposed here or anywhere else.

Due to the high volume of proposals we receive, not every submission is selected. We rely heavily on three components:
‘ Content matches interest of audience.
‘ Compelling topic that showcases something new and exciting. It must show how to optimize the path to profitability.
‘ Speaker is able to provide details in the format of a case study or interactive session. This event is about sharing with members of your industry, so the speaker must be willing to showcase the “how-to” details.

Those selected will be notified no later than February 2013. Thank you for your interest in IIR’s Inaugural Strategic Selling Summit. Stay-tuned for more event details on www.ShopperInsightsEvent.com.