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Delivering Online Customer Experience Across Customer Touch Points

I define Brand as a perception—generated by the aggregate customer experiences across all touch-points and covering the entire customer lifecycle. Social media is just one customer-facing touch-point; there are other channels to deliver the numerous touch-point experiences. Real data generated from our work with clients and research on the global credit card customer experience, the Read more…

Social Media Marketing: Overtone

Have you ever thought about what social media has done for collecting customer information? Well, Overtone has not only thought of it, but perfected hoe to gather information from these social media sites in order to give companies better customer feedback and create a communication base for both consumers and companies. Now, that’s a lot Read more…

Location Based Advertising Important Part of Marketing Mix

Usually, the marketer could only deliver their information to bunch of audience and hope that their target could be exposed by the message. But now, the cutting edge technology could offer them an opportunity to deliver marketer-controlled information customized for recipients’ geographic positions directly to users’ mobile devices, they would believe it an great leap Read more…

TwitterMom Seal of Approval Launched this Week

Popular website “TwitterMom.com” has launched a Seal of Approval that can be awarded to products that meet their rigorous standards. Each product is tested in-home by over 25 Moms (members of the site) and put to daily household tasks that test the limits of the domestic product. This is a great example of consumers helping Read more…

25% Shoppers Abandoning Purchases at Check-out

Penny-pinching Americans are getting cold feet at the checkout — thinking twice about spending and ditching items before they’re rung up. Burt P. Flickinger III, a retail consultant, estimates that in 25 percent of shoppers’ trips to the store, they’re ditching at least one item. In the recession of the early 1990s, it was 15 Read more…

How to Leverage Social Media for Business

Yesterday at DM Days, I moderated the session, The Convergence of Direct Response and Social Media. During the session we shared with marketers how to use social media to: Connect to customers in new ways Stimulate interest in your company’s brand Turn passionate customers into brand advocates Deliver interactive services to your customers As you Read more…

Gender Gap in Online Usage

The internet is radically transforming the way consumers purchase. But how much do we know about the internet use between the genders and what their future media preferences are likely to be? The following studies showcase the gender gap online. Online, men visit more sites and stay longer than females. November 2008, Nielsen Online Report Read more…

Consumers Self-Segment and Drive Brand Engagement

[Advertising Age, April 13, 2009] Facebook, MySpace, LinkedIn and Google enable consumers to self-segment and self-identify through groups and interest identities. Social networking allows consumers to self-target by their own individual choices and network preferences. But how can marketers empower consumer self-segmentation and leverage it as a way to engage and connect with customers. Michael Read more…

Nonprofits Build Strong Relationships Online

Convio, a provider of on-demand constituent relationship management software and services to nonprofit organizations, recently released results of their online fundraising and marketing study. According to the study nonprofits saw positive year-over-year growth in 2008 in key areas of online success, such as online fundraising, e-mail file growth and Web site traffic. The study aggregated Read more…

Is Your Brand Ready for Web 2.0 Communities?

[Harvard Business, April 2009] Executed well, brand community delivers many benefits: greater customer loyalty, lower marketing costs, brand authenticity, and an influx of innovative ideas. And yet, community isn’t the right strategy for every firm. It’s a messy, risky business that demands significant resources. It requires organizational commitment to follow through when the going gets Read more…