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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

Microsoft Announces Looking Glass For Social Media Monitoring

To help brands better manage the flow of conversation in social media, Microsoft is trying out a new program called Looking Glass. Starting next month, the pilot program will help brands better integrate their customer-relationship-manangement efforts. The thinking is that by aggregating the ongoing conversation feed for a given brand on social networks like Twitter, Facebook and YouTube, companies will be better positioned t  [...]
Posted: Wednesday, September 23rd 2009

Premium Twitter Accounts Expected by Year's End

In a VentureBeat interview last week, co-founded Biz Stone described in greater detail Twitter's plans to launch a revenue model before year's end. As in previous discussions, Biz Stone reiterated that Twitter would not charge users for existing usage habits; the company plans t  [...]
Posted: Monday, August 24th 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

Top Amazon Reviewers Get the PR Treatment

In a resource-saving public relations move, Amazon.com is using some of its most zealous users to give reporters -- and customers -- the 411 on the best holiday gifts. Amazon's "Holiday Customer Review Team" purports to help consumers make more informed buying decisions by "telling it like it is," said the company.  Users share share top gift picks and give tips on how to cut costs on a dedicated review   [...]
Posted: Monday, December 1st 2008

Google, P&G Conduct Labor-Swap

Online search/ad giant Google and home product conglomerate Procter & Gamble have arranged an employee swap to learn more about how each communicates with customers. From January 2008, select executives for P&G's Tide brand did time at the Googleplex in California, while Google employees assisted with training at its Cincinnati headquarters, P&G reported. The latter wishes to better address customers that use the internet more. In exchange, it has been liberal about sharing consumer resear  [...]
Posted: Thursday, November 20th 2008

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

'Customer Affinity' New Measure of B2B Marketing Effectiveness

Despite increased focus on customer engagement, most B2B technology companies continue to fall short of meeting customer expectations and commitments, according to the results of a new research initiative by the Chief Marketing Officers Council, MarketingCharts reports  [...]
Posted: Tuesday, December 18th 2007

For Search Engines, Privacy is the New Black

Major search engines, including Yahoo, Google and MSN, are bending over backward to update retention policies, minding concerns that consumer search data sits in their hands for far too long, according to ZDNet. Recently Ask publicly announced the development of AskEraser, which purges search data completely. And on M  [...]
Posted: Wednesday, July 25th 2007

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

PowerReviews Loosens the Staples on Consumer Gabber

PowerReviews has announced its inclusion of a tag-based customer review solution on Staples.com, making Staples the first office products retailer to provide this service. PowerReviews' tag-based approach offers "at-a-glance" Review Snapshots, streamlining the process of finding both quality products and quality reviews. Reviews written by "Verified Buyers" are also clearly identified.  [...]
Posted: Friday, July 20th 2007

Fees, Regulations Bring VoIP Closer to Standardization

In what can perhaps be considered a silver lining for VoIP proponents, the FCC is increasingly treating VoIP services like traditional phone services, having recently required operators and equipment manufacturers to support disability access such as the 711 dialing service, reports Ars Technica. The new ruling means operators, such as Vonage, and manufacture  [...]
Posted: Tuesday, July 3rd 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

Study: Companies Ignore Half of Customer Emails

People who contact companies through email are waiting longer to get a response - if they get one at all, writes CBC News, citing a new study by Hornstein Associates. Only half of the contacted companies bothered to respond at all - down from a high of 86 percent five years earlier. Hornstein said this year's 24-hour turnaround rate was the lowest since the first survey was conducted in 2  [...]
Posted: Friday, April 13th 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

FordDirect Internet Leads Drive Sales

More than 250,000 vehicles were sold through FordDirect internet referrals in 2005, up 15 percent from 2004, according to the joint venture between Ford Motor Co. and some 4,500 participating Ford, Lincoln and Mercury, Volvo, Jaguar and Land Rover dealers, reports InternetRetailer. That number is about 10 percent of Ford's 2005 retail sales. In 2006, FordDirect will be managing Ford's dealer lead management system, SalesPoint,   [...]
Posted: Thursday, February 16th 2006

GM Outsources Dealer Sites, Local Online Ads

Internet Retailer: GM goes the outsource route for dealers’ web sites Internet sales leads might be up 250 percent for GM dealers, but now they're going to cost a bit more now. General Motors is outsourcing dealer website development to The Cobalt Group, which already handled 3,000 dealer sites. The new program, called PowerShift, will replace the DealerLink program that GM paid for previously. Dealers will be asked to pay bet  [...]
Posted: Monday, August 9th 2004