NPS and the search for accountability
Closed Loop Feedback or Net Promoter programs, to use one of our most overused cliches, are “journeys not destinations”. However, compared to many other transformation programs they have one important advantage – an evidence-based measurement system that tells you whether your journey is broadly headed in the right direction – or after a while, even worth taking at all. There is no where to hide with these programs – they either work or they don’t.
So what does work, I hear you ask?… read more
Social Media and Occupy Wall St
Social media has again played a defining role in the continuing Occupy Wall St protests, a movement that kicked off in New York and has now spread to cities across the globe.
These protestors have used a variety of social media tools to coordinate activities, communicate messages of support and raise funds for the ongoing campaign.
Many innovative uses for new social technologies have emerged including:
… read more
Net Promoter Programs: Separating Signal from Noise
The enormous amount of customer feedback data generated by Net Promoter 1 (Closed-Loop Feedback, Customer Insight & Action, Voice of the Customer etc) programs generates a very interesting challenge: “how do you separate out the signal from the noise?”… read more
The Key to Success from your Voice of the Customer Program
The corporate world has long known the power of the voice of the customer. This started decades ago with traditional paper feedback forms but has evolved to include Net Promoter programs (that measure advocacy), customer satisfaction surveys and online communities that all give your customers a voice. Now thanks to the prevalence of social media in Australia, listening to the blogosphere can inform you almost instantly of your successes and failings. And, if integrated with your CRM system, y… read more
Nielsen Social Media report Q3 2011
Nielsen recently released their Q3 2011 Social Media report and it contains some interesting findings about the global and Australian marketplaces. … read more
Visiting TechEd AU 2011
I reckon a visit to TechEd is a good way to start putting down some of my musings onto the web. As this was my first TechEd ever, I had a blast and really liked the whole experience. I can’t stress enough how well organized everything was, with smooth transitions between sessions and tea or dinner, Hygge (google/bing it), and the huge amounts of entertainment (and sponsor) booths MS had set up…. read more
SmartMobs? What we can learn from the #ukriots
The recent devastating riots and looting in London, Birmingham and Manchester have put social media in the spotlight once again.
Anonymity
Why do we use screen names within online communities?
Online communities are groups of people that have come together around a specific common interest. The common interest could be anything from an
employer, TV show, technology brand or even a health complaint…. read more
Closing an online community with integrity
There are many reasons why an online community could fail to deliver results for a brand. The most common reasons are that the brand has difficulty getting customers to engage and that the brand is unable to collaborate with customers effectively.
If you have an online community that is not delivering results and you decide to close it down, it is important to plan the closing of the community with the same vigour as the launch.
The following 2 steps summarise our recommended approach:
1. Change Management… read more
Social Contests
The recent buzz surrounding the launch of Google+ overshadowed the release of a new social contest website called Prizes.org. Google acquired Prizes parent company Slide last year to make inroads into the lucrative social gaming market…. read more
Customer insight and action with Pulse
We have tried hard over the years not to self-promote on this blog-site, so please excuse us on this one occasion with an announcement that we are very excited about!
We are proud to announce the arrival of Pulse – a new “customer insight and action” platform; and we have marked the occasion with an introductory video that provides some flavour as to how it might assist you and your organisation…. read more
Why open you brand up to criticism?
When organisations are considering whether to build a branded online community, the most common reason I hear for deciding against this strategy is a concern about opening their brand up to criticism.
We agree that providing a platform for your customers to complain in public is a risk but this needs to be balanced with the risk of not providing the platform. The proliferation of social networks and forums that provide this platform means that these complaints are already out there and this negative word of mouth can be very powerful.
… read more
Facebook’s new privacy woes
Facebook has once again raised the ire of privacy advocates with the wider roll-out of facial recognition software that invites people to tag photos of their friends in the wildly popular social network.
Closed-Loop customer feedback and local knowledge
In his book “Everything Is Obvious – One You Know the Answer”, engineer turned sociologist Duncan Watts makes a very strong case for what many of us suspected all along!… read more
Is a Facebook Page really the answer?
Navigating the river of customer data
Those of us who are interested in the way organisations engage with customers, are inexorably drawn to data, whether we like it or not! An evidence-based approach is critical and the evidence can only really be found in the customer data trail. Follow the customer, follow the data. … read more
The World’s Top 10 Gov 2.0 Initiatives
Originally published by Shareable Magazine
Consumer Research that Matters
The world of the market researcher has been challenged by the social media phenomenon. That’s the polite interpretation. “Turned upside down” is probably closer to the mark. The ability for more research to be done, more quickly and less expensively with willing online participants seems irresistible and often makes traditional research look, well, just irrelevant. So it is not surprising that we have seen traditional market researchers bunker down into a defensive position.
… read more
Voice of the Customer and the Learning Organisation
So-called Voice of the Customer programs have become a hot topic. According to our friends at Communispace, search results from Amazon.com reveal more than ten times the amount of material about voice of the customer than was available fifteen years ago. In 1993, there were thirty three books published on the voice of the customer; since the new millennium there have been on average thirty-three books a month published on the same topic…. read more
