An interesting article appeared in Conde nests Portfolio magazine recently do suggest how a business react to a poor review in social media. The article is here, but here are the main conclusions: Social Media response needs to be done superbly - If your social responses are inferior to—or not integrated with—those in your other channels, [...]
We are delighted to have some footage devoted to us in the current edition of Pest Management Professional, the leading journal for Pest Control in the US. The author, consultant and industry veteran – Harvey Goldglantz, has done a number of features now on the subject of customer service and attrition issues, including the latest [...]
A nice though slightly incomplete view in Chief Marketer suggests a replacement to focus groups can be delivered by point of experience feedback. An excellent point even though the article is really referring to on-line activity. Nevertheless it’s a thought proving piece highlight the advantages of : Technology + CRM + Data + Analysis + Real-time = [...]
The folks at QUICK SERVE LEADER magazine, who cover the restaurant industry have named OPINIATOR, one of only three mobile phone applications that restaurants need. “For Restaurateurs, Must-Have Smartphone-Based Technology Boosts Guest Engagement, Marketing.” We keep company with OLO and Foursquare, so are very flattered. We should point out here that in fact OPINIATOR does not just [...]
The latest Aberdeen Research report on Customer Feedback Management, investigates the business attributes of successful (Best-In-Class) and unsuccessful (Laggards) companies to identify those that are most important. For revenue growth, Best-In-Class companies achieved an average of 28% year on year revenue growth but laggards were at best flat. Best-In-Class had retention rates at 82% (wow), Lagards [...]
This is one to take you breath away! We know from an study by Gartner in 2007 that while 95% of corporate US engages in some form of customer feedback, only 10% actually take action it. We also now know that too many businesses are developing a listening capability to review and act on social [...]
