Weekly News Roundup

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Customer Strategy
Customer Experience
A look at the technology developments, industry updates, and research reports announced this week in the customer experience space

Acquisitions

Aggregate Knowledge Acquires Marketing Analytics Company, Quantivo

Aggregate Knowledge, a media intelligence company, acquired Quantivo, a provider of customer-centric intelligence and analytics, as part of its effort to accelerate platform innovation. The acquisition demonstrates and supports Aggregate Knowledge's' focus on integrating channels, media, and multiple data sources for enhanced customer intelligence. By combining purchase intent with buying behavior, marketers have the end-to-end visibility needed to efficiently manage media budgets and increase their ROI across all campaigns, increasing real-time actionable insights and enhancing engagement to drive new sales.

New Products and Technology Developments

edo's Local Advertising Platform Helps Small Businesses Target New Customers

edo, a card-linked offers company, announced edo Marketplace, a new local merchant-focused capability for its core offers platform. Marketplace helps small businesses effectively target and convert the right customers for their business, while also drawing a clear line between their investment and results. Local merchants can extend targeted offers to new and existing customers based upon their shopping habits, which can be instantly redeemed via their credit card, debit card, or mobile phone. This platform also allows merchants to find new customers easily, convert them into loyal customers, measure program effectiveness, and have access to analytics tools and insights usually reserved for large retailers. edo also announced a partnership with 2Go Media, a leading Internet based technology company offering an ecosystem of integrated services designed to help merchants maximize sales. 2Go Media will integrate edo Marketplace into its suite of marketing services.

Get Satisfaction Solution Helps Reduce Support Costs

Get Satisfaction, a community platform aimed to creating engaging customer experiences, has launched a new solution that is specifically designed and priced for small businesses. The Get Satisfaction for Small Business allows smaller companies to build thriving customer communities that allow them to acquire more customers, reduce support costs, and generate product ideas. The new solution includes an expanded community manager resources and analytics, including an app that guides new community managers when launching their communities and social media integration.

Kenshoo's Social 2.0 Suite Delivers Efficiency for Social Marketers

Kenshoo unveiled version 2.0 of its suite of social marketing solutions, Kenshoo Social. Kenshoo Social 2.0 enables social marketers to further improve efficiency through scalable campaign management and delivers optimization tools that generate strong return on ad spend (ROAS) from paid social media while directing holistic budget decisions through tracking and attributing revenue per post (RPP) from owned social media. Kenshoo Social 2.0 also offers new functionality, including an ad creation wizard to quickly create and launch Facebook ad campaign, flexible campaign structures, A/B testing, and targeting across demographic and device. New customizable dashboards provide social marketers with rich data views, the ability to bulk edit ads and campaigns through quick inline and mass-editing tools, and simple, intuitive campaign cloning.

NICE Launches Cloud-Based Workforce Optimization Suite

NICE Systems announced the launch of its cloud-based Workforce Optimization (WFO) suite. This suite is the first to offer full capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer, all deployed in the cloud. These solutions are offered as Hosted or as Software as a Service (SaaS) to provide customers with greater flexibility, lower upfront costs, and faster implementation.

ExactTarget Expands Mobile Marketing Suite with MobilePush

ExactTargetlaunched its new MobilePush application today, expanding the company's mobile marketing capabilities with an enterprise application to power data-driven push notifications to apps on smartphones and tablets. MobilePush enables marketers to power push notifications through a standalone application or integrate the push messages with campaigns across email, social, and the Web via the ExactTarget Interactive Marketing Hub.

Rio SEO Announces Full Line of Social Sharing Tools

Rio SEO, a provider of software tools for search engine optimization automation and reporting, announced the launch of a suite of social media marketing products following the recent acquisition and integration of Meteor Solutions. Rio SEO Social Media Suite now provides digital marketers with three software products that assist with large-scale, social-sharing campaign analysis, as well as social advertising initiatives and digital-influencer activation programs. Each component helps marketers measure and optimize social marketing initiatives for scalable, repeatable results, deliver digital advertising directly to a brand's most influential users and advocates, and foster social engagement.

Partnerships

Parature and Microsoft Expand Partnership

Parature, a provider of cloud-based customer service software, announced further integration with Microsoft Dynamics CRM, expanding their partnership to provide businesses with a multi-channel platform to engage with customers via the Web, live chat, mobile, or social. Parature's cloud-based customer engagement solutions will help to develop Microsoft Dynamics CRM's customer service capability, giving customers 24/7 access to their self-service knowledgebase and portal, live chat capabilities, and social customer service.

Research

New Study Reveals Consumers Respond Negatively to Brand Messaging

According to GI Insight's latest study, 82 percent of British consumers dislike the idea of social media sites being invaded by advertising or commercial messaging. Yet, while the research confirms that consumers' initial reaction towards advertising on social media appears to be overwhelmingly negative, their actual behavior reveals that 64 percent of those social media sites admit to having 'liked' or 'friended' social media pages run by brands or companies, with 68 percent of those who have done so admitting they are happy to receive advertising or personalized commercial messages from the brands or companies with which they have established a relationship.

Some other highlights of the study include:

  • 49 percent of consumers who have endorsed brands on social media say they have also 'unfriended' or 'unliked' a company after receiving 'an annoying level of messages'.
  • 81 percent of social media users say it would seriously put them off a brand if it contacted them directly with commercial messages rather than posting updates via their newsfeeds.

Google Predicted to Win "Mobile Wallet War," Study Finds

ACI Worldwide, a provider of payment systems, reveals that the retail industry is bracing for transition as mobile payments, EMV migration deadlines, and questions over PCI data security standards dominate industry conversation, according to a recent study. The survey, which polled 225 attendees of the National Retail Federation's (NRF) 2013 annual conference, reveals that 53 percent of respondents believe Google is most likely to win the "mobile wallet war," while 25 percent believe PayPal will come out on top. Nearly 20 percent of those polled, however, believe a new market entrant could gain traction in this emerging segment. In addition to mobile payments, impending compliance and regulatory issues will also be top priorities for the retail industry in 2013 and beyond.

LivePerson Survey Reveals Most Consumers Seek Support

LivePersona provider of intelligent engagement solutions, released the results of its"Connecting with Customers" report. The global study, which surveyed more than 5,710 online shoppers, examines the trends in online attitudes and behaviors of consumers in six different countries. The report revealed that83 percent of consumers need some form of support during their online journey, while59 percent of consumers would like more options in how they connect with brands.

The study also discovered the following trends:

  • 40 percent of respondents are now spending as much online as they do in-store.
  • 71 percent of online consumers expecting to be able to access help when purchasing online within five minutes, while 51 will give up immediately or abandon their online purchase after just one attempt to seek help.
  • 93 percent see real-time help as beneficial when shopping online and31 percent will take their business elsewhere if they cannot access support immediately.
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