Look for technology and marketing thought leadership every month from Marketing Magnified.
|Sign up for the Mailing List|
46% of consumers expect great customer support online from the brands they love, and a further 33% say that a commitment to excellent customer service is a significant factor in their loyalty to the brand, according to [download page] a study released in December 2011 by the CMO Council. Data from “Variance in the Social Brand Experience” also indicates that consumers are more willing to praise a company for good support (14%) than to complain about it to friends when it is not available (4%).
A study of social-network consumers from the Chief Marketing Officer (CMO) Council offers new proof of consumer loyalty to the brands they follow, but, when paired with a separate study of online marketers, also reveals a deep disconnect between consumers and CMOs.
We continually talk about how to keep customers engaged after they “like” or follow you online. A new study by that Chief Marketing Officer Council sheds some light on the issue. According to the “Variance in the Social Brand Experience” study, consumers expect to be offered unique experiences, savings and promotions as a continuous part of their social engagement.
A new study from the CMO Council and social technology business Lithium says users want free or discounted stuff and snappy answers to their support inquiries. Marketers don’t quite see it the same way. This ‘digital divide’ can be bridged in four ways, says the Council and Lithium, with the fourth way suggesting that companies “gamify the social experience.”
55% of senior marketers say that social media has impacted their marketing operations by improving customer listening, engagement, and conversations, matched by the proportion who say that the channel has opened new avenues to gather and further market insights, according to [download page] a study released in December 2011 by the CMO Council in partnership with Lithium.
Opportunities Abound for Companies to Create Business Advantage and Maximize Advocacy by Better Engaging Customers With Social Media
A study from the Chief Marketing Officer (CMO) Council and social technology business Lithium reveals a disconnect between what senior marketers think consumers want from social media, and the reality.
While 52% of marketers said their brands have enjoyed greater influence as a result of participation in social networks, only 17% of marketers said social media is fully meshed, aligned and integrated into their overall marketing mix, according to a study by the Chief Marketing Officer Council.
Consumers are positively engaged and highly loyal to the brands they choose to follow and "like" on social networking sites like Facebook, Twitter, LinkedIn and others. But according to the findings of the Chief Marketing Officer (CMO) Council's new "Variance in the Social Brand Experience" study, consumers also have high expectations that social brands will offer unique experiences, savings, promotions, and even games as part of their social engagement.
With consumers logging into social media sites across the world — writing on walls, liking, interacting and influencing like never before — the face of marketing, buying and selling as we knew it has been transformed.
Consumers are "positively engaged" and "highly loyal" to the brands they choose to follow and "like" on social networking sites like Facebook, Twitter, LinkedIn and others, but they also have "high expectations" that brands should offer them unique experiences, savings, promotions, games and other incremental elements as part of their social experiences, according to findings of "Variance in the Social Brand Experience" study, released this morning by the Chief Marketing Officer Council.
At the end of 2011, Social marketing stands at a profound crossroads. Some organizations are finally embracing the importance of social networks and, as a result, increasing investments in creative engagement, marketing, and service programs. Others see the future value, but lag behind in execution. At the vanguard, Social Businesses drive a virtuous cycle of discovery: Their successes in Social marketing lead to new data, which lead to insights, which lead to new and more effective programs as well as the business systems and processes necessary to improve internal and external collaboration.
Social media feeds on user engagement. Our interactions are the industry’s bread and butter, and whoever wants a piece of the hype should unlock the secrets of social media. Marketing your brand, products and services via social media platforms is an idea rooted in practicality, if you want to get direct access to consumers. Advertisements in Facebook can penetrate hundreds of millions of potential customers around the globe, or be retweeted a gazillion times in one day. Sharing and retweeting have already replaced the traditional methods of disseminating information. However, internet promiscuity comes as a new challenge.
Incorporating autosuggestions, visualization and building perceived value using the right language are fascinating and powerful, but they are subjects for another day. I wanted to shine a light on their power and encourage you to investigate them further. The key to achieving top-of-mind awareness is really simple. Deliver outstanding products and services, and embrace customer service as a marketing strategy. Focus on the quality of the customers’ buying experience. Simple.
A tighter economy is forcing consumers to become more educated about their finances and banks have the opportunity to mentor and help with more personalized counseling and convenient services, reports the Chief Marketing Officer (CMO) Council.
There is a great digital divide between ‘what consumers really want’ and ‘what the marketers think their consumers want’ from social media, according to a study conducted by the Chief Marketing Officer (CMO) Council and
Location-based advertising has become an integral component of overall communications strategies. This month, several major brands introduced programs that leverage geo-local information to offer consumers more relevant content.
Cleveland marketing agency Metrics Marketing Group recently released eye-tracking and facial-expression research to gain insight into how people read and respond to direct mail pieces.
How conjoint analysis, a tried-and-true market research tool, can be used to support organic growth.
Groupon Inc., Chicago's somewhat embattled poster child in social media's daily-deal delivery category, might want to pay attention to some findings in the latest report by the Chief Marketing Officer Council, a global group whose 6,000 members control more than $300 billion in marketing spending.