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The Art and Science of the Online Apology

Companies have learned over the decades that customers can be mollified for just about any sin it might commit - except perhaps outright negligence - with a forthright apology. This rule still holds true for online communications and channels, in fact, doubly so. Indeed, as such channels proliferate and the conversation between companies and customers becomes every more interactive, so must the apology. An Email Unsubscribe Mishap Leads to Multiple Calls Backs  [...]
Posted: Wednesday, July 27th 2011

Consumers Less Satisfied with Online Banking

US online consumers are generally less satisfied with bank and credit card institutions today than in 2009 or 2008, according to the comScore annual State of Online Banking Report. Banks, Credit Card Firms Lose Satisfaction, Brokerages Gain In 2010, 70% of survey respondents reported being "highly satisfied" with their primary bank, a marginal  [...]
Posted: Friday, May 14th 2010

eBay Launches Rainforest Preservation Marketing Efforts

eBay has launched two green initiatives to position itself as a conservationist in the eyes of consumers. The online marketplace has unveiled a new green shopping hub that will help consumers find millions of green products, and launched its eBay Green Team Challenge that commits the online giant to save up to a quarter of a million acres of rainforest for consumers who reuse,   [...]
Posted: Thursday, March 11th 2010

4 Things to Remember As You Twitter

Recently Alex Payne, an engineer at Twitter, posted the following message: "If you had some of the nifty site features that we Twitter employees have, you might not want to use a desktop client. (You will soon.)" This seemingly benign Tweet, which has since been deleted from Payne’s Twitter stream, resulted in storm among third party Twitter developers - and inspired a revisit of rules marketers should keep in mind as they use this medium to promote their own companies and products.   [...]
Posted: Monday, March 8th 2010

Southwest, Smith Clash Illustrates Blogs' Marketing Role

It has been suggested that social media has pushed aside, to a certain extent, more traditional forms of marketing outreach such as press releases and corporate blogs. But the recent clash between Southwest Airlines and actor-director Kevin Smith illustrates blogs are necessary when you have a story to tell that goes beyond 140 characters. They also, when the content is compelling enough, can outperform other forms of marketing. Person of Size The clash between Smith and S  [...]
Posted: Tuesday, February 16th 2010

1.1M Nestle Cookies Sent in Virtual Goods Campaign

A recent virtual goods campaign for Nestle Toll House resulted in more than 1.1 million Nestle Toll House virtual cookies sent, an ad engagement rate of 3% and a 17% purchase intent lift of 17%. For users on Facebook who participated in the campaign that translated into more than 4,300 photos uploaded. The campaign, developed by AdNectar, inserted Nestle Toll House branded cookies into the catalogs of top Facebook applications. As people sent them, an  [...]
Posted: Tuesday, January 19th 2010

McDonald's Augments Brand with Avatar Campaign

McDonald's is introducing its own version of augmented reality - marketing-style - in conjunction with this Friday's opening of the expected blockbuster film Avatar. The fast food chain has developed an interactive game that explores Pandora, the world where Avatar takes place, via high-resolution, 360-degree views - among  [...]
Posted: Thursday, December 17th 2009

Retailers Invest in Search Tech

In growing numbers, retailers are upgrading their website's search functionality to make it easier for customers to find specific products or sizes. The enhancements are long in coming for the retail industry, which has treated search as a second tier function, providing only rudimentary functionality - a fact that Google highlighted when it rolled out Google Commerce Search, a $50,000 search engine for   [...]
Posted: Monday, December 14th 2009

Grocery Stores Spiff Up Digital Offerings

Grocery stores are increasingly turning to digital strategies - from mobile Apps to industry-specific ad platforms - to enhance their overall sales. An example of the former is Whole Foods Market, which rolled out an iPhone App earlier this year and has now launched a version of its e-commerce site optimized for web-enabled mobile devices  [...]
Posted: Friday, December 11th 2009

EyeBuyDirect Builds Sales with Share-to-Social, Analytics

EyeBuyDirect.com, a site that sells prescription eyeglasses, has been using a mix of strategies to convert causal browsers to sales. These strategies range from virtual imaging tools for the frames, to simple online surveys, to feedback analytics - to a twist on the push to social buttons that are becoming prevalent on email marketing messages. The multi-tiered approach has been a winning one, according to Roy Hessel, CEO of EyeBuyDirect.com: the sit  [...]
Posted: Tuesday, December 8th 2009

Web Retailers Cope with Shipping-Charge Rejection

In response to consumer demands for low or no-cost shipping and the increasing role shipping costs play in online purchase decisions, a growing number of top online retailers are planning free shipping promotions during the 2009 holiday season, the Wall Street Journal reports. The moves come as a slew of industry studies and internal retailer data confirm that shipping charges rank as one of the bigge  [...]
Posted: Thursday, October 22nd 2009

NBA Launches Online Rule Book to Polish Image

The National Basketball Association (NBA) has just launched a new online video rule book on its website that illustrates more than 100 regulations - including everything from traveling and dribbling violations to technical fouls - through video clips from recent and high-profile league games. The site is the league’s latest effort to regain the confidence of fans, many of whom are frustrated with the sport’s officiating practices  [...]
Posted: Monday, October 19th 2009

Target to Sever with Amazon; Manage Own E-Commerce Platform

Discount retailer Target Corporation intends to sever online ties with Amazon.com and manage its own e-commerce platform by the end of 2011. According to the Minneapolis/St. Paul Business Journal, Target wants to take control of its e-commerce platform to deliver a customized, multichannel customer experience. Target, which has been outsourcing many technology and   [...]
Posted: Friday, August 7th 2009

Case Study: Crutchfield's eNewsletter Makeover

Email marketing faces numerous obstacles: spam filters, high bounce rates and a generation of consumers that are inattentive to marketing messages that do not directly address their interests, or allow for external control, organization, and management. And many marketers do not capitalize on the "key marketing moment" of the first interaction -- or the welcome email -- with just 76% of the l  [...]
Posted: Friday, March 20th 2009

Social Networking: Community Enabler or Detriment?

The debate on the effects of social networking is building steam, with supporters praising its ability to bring people together -- and critics warning against obsessive use, the Globe and Mail reports. In 2008, more than one in three adult i  [...]
Posted: Monday, March 9th 2009

Commentary: Contact Centers Can Use Social Networking Sites to Improve Customer Service

The following is a commentary from Aphrodite Brinsmead, customer interaction technologies analyst at Datamonitor, on the opportunity for contact centers to use social media to improve customer service. This material was syndicated with permission from Retailer Daily. Twitter and Google as customer   [...]
Posted: Wednesday, February 11th 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

Unwanted 'American Idol' Text Message Backfires on AT&T

This week AT&T Wireless sent a text message to a "significant number" of its 75 million customers, promoting the Tuesday premier of American Idol, a popular show where Americans compete for pop stardom. The wordy SMS read: AT&T Free Msg: Get ready for American Idol! AI 8 starts this Tues (1/13) at 8pm on FOX. Check out AT&T's official AI web site from you [sic] PC - www.att.com/idol for the latest info on our $1MM sweepstakes, test your AI IQ by playing the trivia game  [...]
Posted: Wednesday, January 14th 2009

Stella McCartney Brings Her '09 Collection Mobile

Design house Stella McCartney partnered with ad network Millennial Media to bring its 2009 collection from the runways to mobile phones. The campaign runs through January and marks the Gucci Group subsidiary's first foray in mobile marketing. Its objective is to "extend the brand into mobile while maintaining a stylish image and enabling the consumer to get a view into the spring and summer fashion lines,"   [...]
Posted: Wednesday, December 17th 2008

Facebook Campaign Quadruples NYT Fan Figures

Last week New York Times president Scott Heekin-Canedy released an eight-page memo praising the success of the newspaper's Facebook advertising campaign, which went live in the days following the Presidential election. "The goals [...] were to increase our number of Facebook fans; raise awareness of NYTimes.com as an interactive news center; and engage the Facebook community in a conversation about the election outcome," Heekin-Can  [...]
Posted: Monday, December 1st 2008