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Social Customer Service Gets Tested Post Holiday

This will be the first holiday season that social network customer service - companies that use Twitter or Facebook to augment more traditional customer service operations - will be truly tested. Last year only a handful of major companies, including most notably Best Buy, had turned to Twitter or Facebook to answer questions about gadgets or return policies. This year dozens of large companies such as Comcast, Dell, Southwest Airlines and AT&T - and their customers - are relying on Twitter t  [...]
Posted: Monday, December 28th 2009

How-To: Leveraging 2009's Top Digital Trends

As the US media landscape changes, successful companies must increasingly learn new rules of engagement -- particularly for fluid digital media. What's more, they must pursue cost-effective and measurable ways to engage the public online, especially in the areas of search and social networking, according Edelman Digital. To help organizations navigate the mutable world of digital communications, SVP/Director Steve Rubel of Insights for Edelm  [...]
Posted: Wednesday, March 4th 2009

LL Bean: Best Customer Service Across All Formats

For providing great customer service, LL Bean is once again hailed as the No. 1 in retail, according to the fourth annual NRF Foundation/American Express Customers' Choice survey, conducted by BIGresearch, writes Retailer Daily. Surveyed shopper  [...]
Posted: Thursday, January 15th 2009

One Billion Tweets Strong, Twitter Contemplates Charging for Use

Microblogging service Twitter may be brewing a pay-to-Tweet model for businesses using it to promote wares or connect with consumers. Twitter enables users to publish "microblogs" of up to 140 characters apiece. Last month it ranked among the fastest-growing social networks -- racking up 343% growth year over year. It received between $1 million and $5 million in VC funding   [...]
Posted: Monday, November 17th 2008

Wal-Mart Adds Consumer Opinion to Priority List

After nailing fifth-place in online visits for retail sites last June, Wal-Mart has finally decided to loosen a bit of corporate tie and let consumer reviews stream in. Advertising Age reports (via Peter Hershberg of Reprise Media) that Wal-Mart's plan to allow user-generated reviews on its site may significantly increase search engine traffic. The reviews alone will give the retail Goliath thousands of new  [...]
Posted: Monday, July 23rd 2007

Intel Launches Chinese Tech Blog

Hoping to broaden its social media horizons, Intel has just launched a Chinese-language tech blog, reports Rohit Bhargava of Ogilvy PR. The effort is still in its infancy, but Bhargava divulges that Intel will soon unroll blogs in other languages. This strategy was designed to draw attention to the expertise of Intel empl  [...]
Posted: Thursday, May 24th 2007

Dunkin' Taps Studiocom for CRM, Digital Marketing

Digital marketing agency Studiocom has been selected by Dunkin' Brands to work both on online marketing efforts and customer-relationship-management strategies, according to TMCnet and a release by the parties. The CRM work will involve Studiocom's devel  [...]
Posted: Monday, February 19th 2007

Pontiac G5 Debuts with Internet-only Advertising

The entire ad budget for the introduction of Pontiac's G5 is going to be spent online. Pontiac's campaign may not generate as much awareness as TV, but what it lacks in breadth it will make up in depth, targeting deep into the younger male demographic for the niche model, writes AdAge. "We know where the bull's-eye is," Mark-Hans Richer, Pontiac's marketing director, is quoted as saying. Banner ads are appearing on s  [...]
Posted: Tuesday, August 29th 2006

Hilton Microsites Target Dozens of Customer Segments

Hilton has launched a series of microsites designed for specific customer segments - from wedding planners to Olympics sports organizations - in an effort to entice online bookings, writes ClickZ. Some 15 percent of Hilton's bookings are now made through its websites, which are also resulting in HHonors loyalty program customer signups, according to Bala Subramanian, senior VP of distribution and brand integration for Hilton Hotels. Ag  [...]
Posted: Thursday, March 9th 2006

DoubleClick Starts Carve-Up

DoubleClick, the online technology giant that agreed to sell itself to a group of private investors recently, announced it is piecing off its Enterprise Marketing Management products to Aprimo, a provider of such services to large corporations. When DoubleClick first announced it was o  [...]
Posted: Wednesday, June 15th 2005

How Schwab Reduces Costs and Increased Profit With Email

eCRMGuide: Targeted E-mail: A Case in Point MarketingFix reader Cezanne Huq wrote to complain that too much of our email coverage is about spam and not enough about best practices. So here you are, a great case study of how Charles Schwab has used email to reduce call center costs and increase customer profitability by over 30%. The piece extensively quotes Jim Nail, senior analyst for Forrester Research, and   [...]
Posted: Saturday, April 26th 2003

Lessons Learnt in 2002

Anne Holland sent out an email a few weeks back asking MarketingSherpa readers to contribute to a "lessons learnt" report for 2002. Astonishingly she ended up receiving best practice feedback from over 600 marketers. The report, covering 26 sub-topics, is available free of charge here . I've yet to read it in full, but can confirm with absolute confidence that it is a gem.   [...]
Posted: Tuesday, January 14th 2003

R&F Flawed, Relationship Marketing is the Future

iMedia Connection: DDBís Richard Notarianni iMedia Connection: How does the issue of relationship marketing tie into the future of online marketing? Notarianni: The future of online marketing is relationship marketing. The medium is brilliantly positioned to inspire participation in brands. Maybe we should be calling it participation marketing and position it as the intersection between CRM and brand  [...]
Posted: Monday, January 13th 2003