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Hotels Go On Offensive Against Negative Reviews

Hotels are taking a particularly aggressive stance against anonymous reviews found on such sites as Yelp or Trip Advisor by actively trying to connect the data dots to identify the author. Once the hotel has identifying information in hand it might thank the poster for the good review - perhaps with a gift basket. In the case of a negative review, it might send an email asking for either a reconsideration or a chance to readdress what was wrong with the person’s stay,   [...]
Posted: Monday, May 17th 2010

A Twitter Guide to Handling Anything Your Customers Throw at You

There are a lot of examples of companies that handle the unexpected well on Twitter; there are just as many, if not more, of companies that didn't.  Don't be in that latter group. Following is a quick guide to handling the worst of what your customer  [...]
Posted: Thursday, May 6th 2010

Some Retail Sites More Social Than Others

There are a growing number of retail sites that cater to the truly socially-inclined shopper. These include Kaboodle, ShopWiki, ThisNext and Giantner - all of which approach the market in a slightly different fashion, writes Entrepreneur magazine. Their end goal, though, is to bring together online shopp  [...]
Posted: Thursday, May 6th 2010

What Toyota Still Doesn't Get About Social Media

Toyota is undergoing the largest recall in its history. Not surprisingly it is scrambling to make amends with its global customer base through a multi-platform marketing campaign. More surprisingly, Toyota's efforts in this area - at least the social media component - appear to be falling flat. First a caveat though: The timing for this crisis is unfortunate for Toyota. The public is sick of any sort of corporate malfeasance - or even incompetence -  and when the economic consequences are hi  [...]
Posted: Monday, February 15th 2010

Loyalty Programs May Be Rewarding But Many Customers Aren't Connecting

Marketers are undervaluing and under-utilizing the loyalty programs in which they have often invested a great deal of money - $2 billion in the aggregate - according to a new report from the Chief Marketing Officer Council. The bottom line secret to customer loyalty, according to the survey "The Leaders  [...]
Posted: Monday, February 1st 2010

Consumers Reward Marketing that Employs "Green" Messages

Customers are rewarding companies that use so-called "green marketing" tactics and are willing to pay more for the same product when it is presented with an environmentally friendly message, according to a recent research report from Environmental Leader and Watershed Publishing. (  [...]
Posted: Tuesday, January 12th 2010

Industry Buzz & Snippets: 01/12/10

Ad Technology: Real time price changes reflected in banner ads. Consumer opinions online seen as curse, not gift. Commission Junction vets   [...]
Posted: Tuesday, January 12th 2010

Elite Travel Services on Display in 'Up in the Air'

The traveling public received a rare glimpse into the elite service that airlines and hotels offer their very best customers in the movie 'Up in the Air', starring George Clooney. Airlines market extensively their frequent flyer and other loyalty programs, of course. The top echelon of these programs, however, is invitation only - and not publicly marketed by the companies. "Secret Society" "We don't discuss the specifics of it,'' Dawn Turner, the global promotion manag  [...]
Posted: Tuesday, December 22nd 2009

Online Reviews Deliver Powerful Marketing Punch

Online advertising is becoming less influential with consumers by the year - with one exception: online customer reviews and recommendations. So says Deloitte's fourth edition State of the Media Democracy survey, which found that TV continues to reign as the most influential advertising medium, with 83% of consumers identifying it as one of   [...]
Posted: Thursday, December 17th 2009

Beyond Mobile Coupons: Integrated Payments on the Horizon

Mobile coupons are a booming online marketing category right now. Unfortunately, using them is not a seamless transaction as most consumers still cannot pay for the discounted product using their smartphone. New tech is starting to come to market, though, that promises to fill in that gap. For the most part applications that integrate the mobile coupon with the payment piece are only available on a limited basis to a small subset of an already small user group. However as they become main  [...]
Posted: Tuesday, December 15th 2009

More Voices Pipe Up on Pay-for-Content

Still more major media outlets are weighing in on the discussion about paid content, and many are giving credence to the prediction that the era of free online news may indeed be coming to an end. The latest opinions - which included those from high-profile executives from News Corp., and Warner Bros. - were voiced during the Broadcasting & Cable/Multichannel News 2009 OnScreen Media Summit last week,   [...]
Posted: Tuesday, October 27th 2009

Cola Brands Continue Quest for Happiness

The Coca-Cola Company is launching a new social media program that will send three bloggers around the world in search of what makes people happy, as part of the latest push in the soft drink brand's "Open Happiness" campaign. Coke, which announced the online campaign at the beginning of the year, appears to be highlighting the very same themes of optimism and positivity shared by its arch-rival, Pepsi-Cola, through its "Refresh Everything" promotion. As part of the Coke "Expedition 206”  [...]
Posted: Thursday, October 22nd 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

Online Shoppers Still Want Warm Body

Despite the growing popularity of internet shopping, most online shoppers still want to reach a living and breathing person when they have a question, problem or issue. A recent study found that a live voice is still the most preferred form of customer service among online Americans, writes MarketingCharts. At the same time, the move to online also means that consumers are warming to the  [...]
Posted: Monday, October 19th 2009

Canadian Banks Look to Smartphones for Mobile Banking's Future

The growing popularity of smartphones in Canada is expected to drive more mobile banking by customers that hope to replicate online banking habits on a more flexible platform: checking balances, transferring cash and paying bills. RBC and Scotiabank already offer such services, and argue smartphones are crucial to mass adoption. One setback to growth lies in lack of mobile web access by a number of Canadians. "We're seeing interest in this area growing now as smartphones become the norm,"   [...]
Posted: Thursday, October 1st 2009

Click-Happy Tweeters View Ads Twice as Much

Twitter users are nearly twice as likely to click on internet ads, review products online and visit advertiser and company profiles than those who use only traditional social networks, such as MySpace or Facebook, according to a study from media research firm Interpret, LLC (via paidcontent.org). The survey, which was condu  [...]
Posted: Tuesday, September 29th 2009

65% of Online Shopping Cart Deserters Come Back

A study by security firm McAfee has found that 65% of online shoppers wait a day or more to fully convert on a purchase. The study, Digital Window Shopping: The Long Journey to Buy, reviewed 163 million online transactions. Released September 17, it observed that this behavior -- generally characterized as shopping cart abandonment -- may simply be characteristic of a cautious shopper. "The good news is that those shoppers who you thought were disappearing may not be gone, they may just be  [...]
Posted: Friday, September 18th 2009

GOOG Preps Micropayment System for News Content

A document sent to the Newspaper Association of America reveals that Google is planning to unveil a micropayment system over the course of the next year. The hope is that newspapers will use it in their efforts to find a new business model for their content. According to the document  [...]
Posted: Thursday, September 10th 2009

Pizza Hut, blinkbox Liaise for Low-Maintenance Dinner Dates

In a relationship forged by agency Blue Barracuda, Pizza Hut Delivery is partnering with online film/TV aggregator blinkbox.com to offer discounted films when users order a pizza. Films available for streaming under the liaison will include "Gran Torino" and "Body of Lies" -- enabling those the utilize the service to create a dinner-and-a-movie experience without leaving home. "Combining an oven-hot pizza with instant video streaming is a quick and simple way to give customers a complete n  [...]
Posted: Thursday, September 3rd 2009

Talbots Restyles Online Customer Experience

Specialty women's apparel retailer The Talbots, Inc. is relaunching its e-commerce site with new functionality, features and personalization. The updates are designed to align its online shopping experience with in-store product offerings and catalog customer service, Retailer Daily reports  [...]
Posted: Monday, August 31st 2009

Sears Launches Online Home Project Management Tool

Broadline retailer Sears Holding Company is continuing to make good on its March 2009 promise to expand its global online strategy with the official launch  [...]
Posted: Friday, August 28th 2009

One-Hit Video Wonders May Win Entry into YouTube Partnership Program

Google property YouTube is extending its YouTube Partnership Program to increase the likelihood ordinary users, and not just so-called "cewebrities" (online celebrities), can profit from high traffic to their videos. Moving forward, proprietors of videos generating a plentitude of views may be offered invitations to monetize those videos in a revenue-sharing deal. Other factors include view count, compliance with YouTube's Terms of Service and whether or not the video has gone viral. Eligi  [...]
Posted: Wednesday, August 26th 2009

'Recession Shoppers' Pursue Value, Not Just Discounts

Researchers have found that as economic duress presses down on wallets, online shoppers increasingly scour the internet for the best value on their purchases, not just low prices. In essence, "Value is the new black," proclaims the study by Penn, Schoen & Berland Associates, with sponsorship from LinkShare and gsi interactiveSM. The research branded this new breed of shopper a "value hunter." Value is defined as standards for quality, price, convenience and time. Consumers previously defin  [...]
Posted: Tuesday, August 25th 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