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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

Trends in Leadership Conferences: Fewer Keynotes, More Tweeting

Two-thirds (62%) of global conference organizers say the demand for executive conferences increased in the past three years. 46% claim it is still growing despite the recession, according to a survey by Weber Shandwick (  [...]
Posted: Friday, February 13th 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

Marketing Trends for '09: Execs 'Sick' of Web 2.0 -- and Global Warming, Too

Marketing executives are going back to basics this year, putting renewed focus on satisfying and retaining customers and investing in research and insights. A propos to that, they are "sick" of hearing about Web 2.0. Previously hot topics, like global warming and green marketing in general, also took serious blows to popularity, reports a survey from Anderson Analytics, conducted for the Marketing Executives Networking Group (MENG). The second annual   [...]
Posted: Thursday, January 8th 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

Virtual Salesgirls Convince Waffling Consumers to Make a Deal

For e-tailers that suffer from shopping cart abandonment -- or consumers that spend too much time contemplating a purchase -- a virtual salesgirl with a perky name and a handy discount might just close the sale. That's the hope of intellichat, which vends 24-hour virtual salesgirls with names like Rina or Summer, reputed to increase sales "by as much as 30 percent" instantly. "[Your] virtual sales agent [is] custom tailored to your site, working 24  [...]
Posted: Friday, June 27th 2008

Quick Start Preps Websites for Behavioral, Contact Data Collection

Coremetrics launched Quick Start, a digital marketing service that reduces website tagging time. "This enables clients to optimize their site for [collecting business and behavioral data] in a single day," the company stated. Quick Start reportedly enables clients to take online marketing campaigns live in as little as three weeks. Interested clients must take a one-day Coremetrics session so their data acquisition strategy can be assessed. Based o  [...]
Posted: Tuesday, June 24th 2008

Disconnects between C-Level Execs and Customer Service

The executive suite and the customer service department are misaligned, with a significant gap between what C-level executives promise and the reality of customer service, according to the results of a worldwide survey by Genesys Telecommunications Laboratories, MarketingCharts   [...]
Posted: Thursday, May 29th 2008

Nielsen Measures the American Idol Phenomenon

As viewers anxiously await the finale of American Idol's seventh season, the Nielsen Company reported TV, advertising, mobile, music and online data trends about FOX's runaway hit and its contestants, MarketingCharts   [...]
Posted: Wednesday, May 21st 2008

Salesforce to Sell Google Apps; Microsoft Officially Challanged

Google and Salesforce have deepened their existing relationship, presenting a more formidable challenge to Microsoft's suite of productivity software. The partnership integrat  [...]
Posted: Monday, April 14th 2008

How To: Deploying and Managing Effective Online Lead-Gen Campaigns

Marketers are under significant pressure to generate trackable ROI on online ad campaigns. This isn't easy when most online media charge for impressions or clicks, which may never convert to leads. Cost-per-lead (CPL) campaigns enable marketers to pay solely for leads. And while online lead-gen is stigmatized – mostly for   [...]
Posted: Wednesday, April 9th 2008

SEM Spend to Grow as Marketers Shift Budgets amid Economic Concerns

Search engine marketing (SEM) spending is taking budget share from other marketing efforts -- not only offline but also online -- according to preliminary findings from the 2007 State of the Market survey by the Search Engine Marketing Professional Organization (SEMPO), reports M  [...]
Posted: Wednesday, March 19th 2008

Study Profiles Consumers Most Influenced by Sponsored Links

Nearly one in 10 consumers surveyed (9 percent) are influenced or greatly influenced by sponsored links when searching for products or services on the internet, according to an analysis of BIGresearch's Simultaneous Media Survey (SIMM 11), writes MarketingCharts. Advertisers are allocat  [...]
Posted: Thursday, March 6th 2008

ad:tech Survey: Best and Worst Online Tactics, Budget Plans for '08

Behavioral targeting, search engine optimization (SEO) and direct email using house lists are the best-performing tactics in online marketing, according to MarketingSherpa's annual survey of ad:tech attendees, writes Mark  [...]
Posted: Wednesday, February 20th 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

Pitney Bowes' Customer Communications Software Adds Email, SMS

Pitney Bowes' Group 1 Software division has added e-messaging to its Customer Communications Management suite. Software owners can now create and manage email and SMS communications with customers. The suite manages message delivery status notification and archives print and electronic communications, which can be accessed when customers contact call centers.  [...]
Posted: Wednesday, December 12th 2007

Salesforce Gives Its 1M Members Info-Sharing Features

Salesforce.com is rolling out features that allow customers to share sales leads, product info and other communications securely. With the site's subscriber base expected to pass the one million mark by the end of December, the firm hopes to turn its membership to an advantage by inviting them to make transactions and share information, according to ZD Net. Th  [...]
Posted: Thursday, December 6th 2007

Shift in Retailers' Strategy: Customer Service a Key Success Factor

Most retailers have come to realize the importance of customer service and are being proactive in removing barriers to delivering a superior shopping experience, according to a recent benchmark survey, The State of Retail Workforce Management, writes MarketingCharts. The survey was conduct  [...]
Posted: Wednesday, November 14th 2007

CRM Applications Revenue to Double in Value by '12

In 2006, the global CRM software market was worth just under $3.6 billion in license revenue alone. It is forecast to reach $6.6 billon by yearend 2012, growing at a compound annual growth rate of 10.5 percent, according to a new Datamonitor report, writes sister site MarketingCharts. CRM license revenue and maintenance revenue t  [...]
Posted: Friday, November 2nd 2007

Despite FTC Flak, Forbes Experiments with Lead Gen

Though online lead generation's suffered some bad press -- with some companies in the sector tempting consumers with empty promises of free iPods -- publishers aren't turning their backs on the tactic just yet. Forbes.com signed a deal with lead gen service   [...]
Posted: Thursday, November 1st 2007

Juice Media Selects ExactTarget to Handle Email Marketing

Juice Media has selected ExactTarget to power its email marketing efforts. Juice plans to integrate Exact's email marketing platform into its "CRM and Web 2.0 marketing platform," according to DM News. Called JuiceMetrIQs, Juice's "CRM 2.0 platform" ini  [...]
Posted: Wednesday, September 19th 2007

Online Merchants Increasing E-Commerce Budgets for Apps, Services

Nearly 8 of 10 web retailers (78.2 percent) - among chain retailers, catalog companies, virtual merchants and consumer brand manufacturers - plan to increase their spending on e-commerce applications and services this year, according to an Internet Retailer survey of e-commerce technology spending intentions, wri  [...]
Posted: Monday, August 6th 2007