Recently we talked about the NPS-relevant study that shows how detractors (evidenced by the fact they leave as customers) influence those close in their social network to also defect.
leave a comment (0 comments)Retail Loyalty Marketing - 5 lessons learned at the till
24th April 2010
We have been lucky enough to work with a number of retailers recently and the research and campaign results have given us a start to a growing library of marketing 'rules of thumb' that are proven to get the tills ringing.
A summary is below, but if you are interested in the details behind these learnings, please feel free to ask here, or directly through email, twitter etc...
Learnings
There is only one thing in the world worse than being talked about, and that is not being talked about.*
22nd April 2009
Would like to share Andy Sernovitz's WOM Marketing Manifesto with you. It comes from his new book 'Word of Mouth Marketing'. Andy was the first President of WOMMA and his book is still a must read (this is the revised second edition, adding B2B discussions). His blog is also worth following in my humble opinion.
The manifesto:
- Happy customers are your best advertising. Make people happy.
Content is (still) King!
6th April 2009
I read an exciting piece of research today (OK, I have the flu and could not really do anything but read - I do have a life, sort of).
Paul Dwyer, in an MSI Paper titled "Measuring the Value of Word-of-Mouth and its Impact in Consumer Communities" [MSI 2006] demonstrates that 'expert power' is the key value driver for community growth and longevity.
With little concern for who adds the expert content.
Get them talking!
3rd April 2008
As we help our clients participate with their customer communities, we rely on our experience, the experience of colleagues in the US (who have been at it longer than the Aussies), some hard numbers coming from the marketing research organisations and sometimes trial and error.
All the while keeping an eye on the literature in order to capitalise on what the collective industry and academic communities can teach us.
Charming or Tedious?
1st April 2008
"It is absurd to divide people into good and bad. People are either charming or tedious."
- Oscar Wilde
Are there "bad" customers to target when you attempt marketing with & through virtual communities? Are there "good"?
31st August, 2010
jeffcarruthers: Check out this SlideShare presentation : Net Promoter and Social Media - A Strategy f... http://slidesha.re/cIrQis
31st August, 2010
jeffcarruthers: Fire Your Marketing Manager & Hire A Community Manager. http://bit.ly/al3dyu
26th August, 2010
jeffcarruthers: RT @simpliflying Learning from the best airlines on social media: SimpliFlying launches six airlin.. http://bit.ly/9Fcjhe
23rd August, 2010
jeffcarruthers: Looking for an experienced Business Analyst with passion for customer engagement - see our job ad: http://tinyurl.com/28t4erz
6th August, 2010
ResonateAU: Lessons Google Can Learn From Wave’s Failure: http://bit.ly/bhaOdH #googlewave
27th July, 2010
ResonateAU: Just published blog post on co-creation by new Resonate team member Darren Sharp: http://bit.ly/b5XJXf #socialmedia #crm #innovation
27th July, 2010
timwtyler: RT @jacki_johnson: 598 home fires in NSW this winter, 5 fatalities; strong reminder for us to be aware of fire hazards in our homes
27th July, 2010
timwtyler: @KerrieAnne Zelus was a teacher who change students by opening minds. Bogan in, geek out in my case. Wonder where he is?
26th July, 2010
timwtyler: @KerrieAnne I agree strongly - helped a client crowdsource start up - they won this year's Innovation award http://bit.ly/aVSgTH proper way
25th July, 2010
timwtyler: @KerrieAnne 'not with a bang but a whimper' sounds like a citizen committee on climate change doesn't it?
25th July, 2010
timwtyler: RT @short_fuse1: WOOHOO - just got our first job through Facebook. Social Media is working for us!
24th July, 2010
timwtyler: RT @SteelyGreen: Tony Hayward's 3 Big Mistake Every CEO Can Learn From: Failed to answer essential questions http://bit.ly/b6Cge2
24th July, 2010
timwtyler: Hartcher in SMH voices disappointment w/ @juliagillard after benching the ETS: "what, exactly, does Labor stand for?" (via @mediahunter)
23rd July, 2010
jeffcarruthers: Check out this SlideShare presentation : Like Minds 2010 Social Media Operationalizat... http://slidesha.re/bfBz04
23rd July, 2010
timwtyler: RT @UBank: UBank announced as Winner of the 2010 Australian Business Awards for Product Excellence & Innovation http://bit.ly/cszkJv
23rd July, 2010
timwtyler: RT @jacki_johnson: Team here at The Buzz Insurance very excited; we have won the 2010 Australian Business Awards for Innovation.
23rd July, 2010
timwtyler: RT @CarlsonLoyalty: Nectar launches a points-for-search toolbar with Yahoo!. Shows where to earn Nectar points online http://ht.ly/2fk2D
22nd July, 2010
timwtyler: RT @servantofchaos: Nice find Ross! RT @rossdawson: 1981 TV news clip on the online news and the future of newspapers http://bit.ly/bljxgK
22nd July, 2010
timwtyler: @kcarruthers Tilbury, upstairs, at the Loo - if you ask they will set an area aside for you...
21st July, 2010
jeffcarruthers: Check out this SlideShare presentation : Six Digital Trends To Watch by Steve Rubel a... http://slidesha.re/a2Dxa5
21st July, 2010
jeffcarruthers: Check out this SlideShare presentation : What the F**k is Social Media NOW? http://slidesha.re/9coYwu
20th July, 2010
timwtyler: RT @DonPeppers: Last month Amazon sold almost twice as many e-books for Kindle as it sold hard-copy books! http://bit.ly/9Rf3gH some mine!
19th July, 2010
timwtyler: RT @cannboys: I'm looking forward to the election as much as the world cup - Vuvuzelas swamping commentary may be good in this case?
19th July, 2010
timwtyler: RT @UBank: Please help us learn more; social media & online banking needs take this short survey (5 mins) http://bit.ly/ubankask Thanks!
18th July, 2010
timwtyler: RT @KerrieAnne: IBM Web Team Measures Impact of an Editor on Content http://bit.ly/9CE8PL Skills & talent do matter!
