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November 2009 Archives

November 30, 2009

Customer Service Stands Out on Cyber Monday

If you have any free time today, chances are you're perusing the Cyber Monday deals instead of checking my blog. But for those of you who have stumbled on my blog, let's talk deals. And I don't mean pricing. Free shipping and price matching have become a Cyber Monday staple at online retailers. The real differentiation comes from those e-tailers providing customer service that goes above and beyond.

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November 25, 2009

5 Customer Strategies for Which I'm Thankful

Every year during this holiday, I pause and reflect about what I am thankful for in my life. This year I am grateful for my friends, family, my job..."Jon & Kate Plus 8" going off the air.

In the spirit of giving thanks, I compiled a list of 2009 customer strategy elements for which I'm thankful.

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November 24, 2009

Guest Blogger William Cusick: Why Your Best Intentions Have Nothing to Do with Customer Perception

You love your customers, right? Of course you do. After all, your customers are the basis for your company's success or failure. But maybe it's not just business. Maybe you have a real commitment to the happiness of your customers. You look at someone like Tony Hsieh at Zappos, whose mission is "delivering happiness" to his customers and employees, and say to yourself, "That's just like me!" Not so fast, tiger.

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November 23, 2009

2009: The Year We All Got Social

Every year bloggers, analysts, and other experts make predictions about what we'll see in the next year. Many of them end up way off the mark, but one 2009 prediction came to fruition in a big way. Social customer strategy is on the minds of almost every company these days, from marketing and sales to customer service and even brand building.

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November 19, 2009

Guest Blogger John K. Thompson: Think of Twitter as a Real-Time Search Engine to Discover Its True Value

Okay...let's all take a deep breath. Now exhale. And for just a moment, let's get this Twitter-mania out of our system.

Don't get me wrong...I appreciate Twitter. I use Twitter. Yes, I've even tweeted and re-tweeted several times about stuff that really isn't all that important. Yet, there's a growing realization that the true value of Twitter -- the value that will make it a valuable business tool, and what it means to us as marketing professionals -- has nothing to do about Twitter's ubiquitous question: "What are you doing?"

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November 18, 2009

Chattering about Salesforce.com

I'm in San Francisco this week at the annual Dreamforce conference run by Salesforce.com (my third visit, and it's much bigger this year than the last two). During today's keynote, CEO Marc Benioff announced Salesforce Chatter, a product that supplements the company's service, sales, platform, and customization tools.

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Forrester's Bruce Temkin: 16 Voice of the Customer Recommendations

I recently published a report called "Sixteen Voice of the Customer Recommendations." To uncover this advice, I analyzed the 40 nominations submitted for Forrester's Voice of the Customer (VoC) Award from earlier this year. I examined responses to the question: "What lessons have you learned that would be most valuable to other firms?"

The analysis uncovered these 16 recommendations across 5 categories:

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Turn Up the Volume on Customer Listening


On Monday my colleague Elizabeth Glagowski blogged about a reader's negative experience with Subway. A reader shared with her how she recently emailed Subway to suggest that the company put the tuna sandwich back on the $5 menu. Instead of accepting the customer's feedback, passing it along to the product development team, and possibly learning from the customer who eats at Subway a few times every week, the customer service rep. instead sent her a surprising reply.

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November 17, 2009

Guest Blogger Denis Pombriant: Invert Your Thinking About Social CRM

I've been having fun quoting Stephen Covey's Habit 5 from The Seven Habits of Highly Successful People in relation to Social CRM. If it's been a while since you read this classic, Habit 5 says, "Seek first to understand, then to be understood". It's a good piece of advice that many of us learned before we could read; for me, it's something that I have to relearn almost daily.

Habit 5 is real gold for Social CRM, but it is also rather counterintuitive. One of the first things we think about when we think of social-anything is how cheap and easy it is to communicate with friends and almost perfect strangers. In her book The Facebook Era Clara Shi points out that social media makes it possible to keep up with a raft of people and relationships that none of us would have time to keep up with under other circumstances.

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November 16, 2009

Subway Misses the Mark on a Customer Relationship Opportunity

Last week I got an email from a reader who wanted to share an experience she had with Subway restaurants. Unfortunately what started out as a positive experience turned into a negative one, and Subway really missed the mark on two fronts: customer service and involving customers in the decision-making process.

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November 13, 2009

Think About It

Earlier this week I attended The Conference Board's 2009 Marketing Executive Conference. The presentations offered plenty of food for thought. Here are a few nuggets:

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November 12, 2009

An Academic Setting for a Pragmatic Exchange

Last week I attended an event at the Yale School of Management focusing on Finding an Upside in the Downturn. Much of the public discussion around how to recover from the current economic crisis centers on cutting expenses, realigning staff, and increasing revenue through pricing. At this gathering, however, the speakers emphasized improving the customer experience, engaging with consumers through new channels, and creating a brand image.

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November 11, 2009

Cyber Monday is Near. Is Your Live Chat Ready?

It's nearing that time of year once again where millions of employees try to look busy at their desks, but in reality they're wasting company time by shopping for holiday gifts. Yes, Cyber Monday , the ceremonial kickoff to the online holiday shopping season, is on November, 30th.

Continue reading "Cyber Monday is Near. Is Your Live Chat Ready?" »

November 10, 2009

Guest Blogger Catrina Logan Boisson: Demonstrating the Value of Customer Data

I love Wegmans. In fact, I think I'm one of my local store's top 100 customers. At least that's what they told me when I picked up my thank-you gift certificate and gourmet olive oil last Christmas.

I use my Shopper's Club Card religiously, not just because I like saving on my rather substantial grocery bill (we eat well at Chez Les Boisson) and want to be sure to receive my gift certificate next holiday season. I also swipe because I am waiting to see what they do with all of the information that they're collecting. After all, they know how many pounds of imported cheese and picholine olives I buy in a year, how many cans of SpaghettiO's (with sliced franks, please) my kids consume, and how many cubic yards of scoopable litter my cat goes through. They can surmise that both of my kids are now out of diapers and that at least one member of my household stays at home during the work week. But aside from the yearly acknowledgement of my overall dollar investment, I've never figured out how or if they use the rest of the information they are gathering in a monumental database somewhere in upstate New York. Tesco anyone?

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November 9, 2009

Customer Strategy's Impact on the Economic Recovery

Many economists say the worst is over and we will soon begin a global economic recovery. It's hard to believe that now, but time will tell. And as the economy begins to recover, the steps nations will take mirror steps companies take to improve customer relationships and build long-term loyalty.

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November 6, 2009

4 Global Business Trends to Watch

Earlier this week, during his keynote at ad:tech, WPP CEO Sir Martin Sorrell presented four global business trends--and one marketing trend--executives should be watching:

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November 5, 2009

Darwin and Social Media

What separates the winners and losers in social media? Why does one idea catch on while a similar one fails? Do the same principles that apply in other channels translate to social networks, blogging platforms, communities, and the like?

I don't have the answers to those questions, but I'm curious to find out what thoughts people have. Lately it seems Twitter and Facebook are the two dominant social platforms, but it wasn't so long ago that everyone was touting MySpace's 100 million members and the endless possibilities presented by SecondLife (anyone still own an island?). MySpace isn't dead yet, but many of its brethren are. What made Facebook and Twitter rise above the rest?

The answer probably involves some combination of timing, ease-of-use, usefulness in general, and building on the wave of early adopters to go mainstream. Certainly Everett Roger's diffusion of innovation theory and Geoffrey Moore's Crossing the Chasm could explain the randomness of which sites survived. If you're unfamiliar with either writer, I recommend at least a glance at Wikipedia to see if the topic piques your interest.

What do you think separates the social media leaders from the fallen? Which sites (defunct or currently operating) did/do you prefer, and why? Share your thoughts in the comments, join the discussion in our 1to1 Insiders LinkedIn group, or Tweet about it.

November 4, 2009

Forrester's Jonathan Browne: Assumption Personas (Handle With Care)

About 10 years ago, when Forrester was writing some of our early research on effective Web design, we noticed a pattern among leading companies. They told us they were finding it very helpful to use design personas -- models of customers based on qualitative research into real customers, but presented as vivid stories about individuals (not segment descriptions). These tools enabled them to stay focused on the needs of their most important customers when designing online experiences.

Since then, design personas have become fairly mainstream design tools in North American companies, and increasingly common in Europe and Japan -- not only for Web design, but across all channels. However, the quality of personas varies enormously from company to company. For example, I'm evaluating personas from UK interactive agencies at the moment, and although some are clearly well researched, engaging, helpful to designers, and believable, others seem to be mere stereotypes.

Continue reading "Forrester's Jonathan Browne: Assumption Personas (Handle With Care)" »

Two New Companies Offer Innovative Solutions

On October 22, I posted a blog titled, "The DMA Needs a Paradigm Shift," which garnered some passionate responses from readers about their frustration with the DMA needing to evolve.

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November 3, 2009

Guest Blogger Dov Seidman: How You Do What You Do Is the Real Competitive Advantage

You can find the words outperform, outfox, outmaneuver, outspend, outthink in the dictionary because they describe deeply engrained habits of how we think and act. The source of sustainable competitive advantage in the 21st century, however, is such a new idea that the term has not yet entered Webster's or Oxford's. You will not find outbehave in the dictionary--not yet, anyway.

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November 2, 2009

The Customer Re-emerges as a Priority for the C-Suite

A recent study of 101 C-level executives by Businessweek Research found that even in this down economy, long-term customer-based programs are overtaking short-term cost cutting measures as priorities for senior management.

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