The latest study by Mediapost continues to highlight the haphazard ways that businesses treat their future cash-flow – specifically that: Far too many companies do not employ (or employ poorly), customer feedback AND That there still remains a huge reliance on non actionable feedback tools. For further facts and stats on this – see this video [...]
I read with interest a recent social blog post with the title “Social Media – The NEW Customer Comment Card” – you can see John Antonio’s blog here. Whilst I think there are some good points, this is yet another over-hyped claim about the importance of social media. It is not a panacea, nor the mother [...]
Wow article in Stores Brand Decisions last week essentially saying that the only place that matters when it comes to predicting consumer choice is the interaction at the store. Here are some good conclusions: Two-thirds of shoppers decide on their store brands purchases in the store and at the shelf versus traditional CPG product purchases [...]
The title of this report from the American Express Global Customer Service Barometer maybe should not be a surprise, though the bi-line “Service Is Even More Important in Tough Economic Times” is interesting in that service seems to be a better retention tool than price. And if you need even more of a reason to think about [...]
Opiniator was featured in the June 2010 edition of the ‘Main Ingredient’ – the lead publication from the Oregon Restaurant Association.The article was on reviewing the impact of social media in the restaurant vertical – specifically how technology can open new lines of communication to customers. Our main argument here is that social media through [...]
So I will be the one that calls out the emperor’s clothes here. Is it just me or has the word-space devoted to social media just gone off-the-page mad? Self proclaimed gurus, tactics in search of strategies and aimless wanderings into the social media space seem the subtext behind the subject. Of course social media has [...]
Well reasoned but disturbing post from Jill Griffin from the Harvard Management Update, stating “customer defection is more likely to occur just after the first purchase than at any other time“. The rationale is that these newbies need confirmation quickly that what they bought / using was the right decision. So a business not only [...]
One of the most startling statistics for me has always been the one from Gartner in 2008 concerning the activity of corporate America in their desire to get customer feedback. You will see from the chart below that although 95% of company’s collect customer feedback (great news!!), only 10% do anything with the data (the [...]
Last weekend was the National Restaurant Association Show’s annual bash. This time it was in Chicago at McCormick Place. My first time at the show and quite an experience – worth going – YES, – knocked off my socks with innovation – NO First impressions can be powerful – perhaps naive but powerful nonetheless. The [...]
