Voice of Customer
January 2010
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Where the purchase process is breaking down
posted by in
Sun 10th
How do you find out what visitors hope to accomplish on your site? Ask them. Simple online surveys, using as little as four quick questions, are the best way to find out the real intent of your customers. No amount of behavioral analysis, click tracking, or user-generated content monitoring is going to deliver the same level of insight as pure voice of customer feedback.
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How to pick a great website survey tool
posted by in
Thu 7th
No matter how big your company is, real voice of customer data can be an immensely powerful source of business intelligence for your marketing team. If you’re looking to take the plunge into voice of customer research, running a website survey is usually the first place to start. To help you in your decision making process, Blunt has outlined 5 points to consider. Follow these, and you’ll be on the right track to picking a great website survey tool.
December 2009
-
Could 2009 be the Last Great Year of Free News?
posted by in
Mon 7th
News publishers—at least the ones that maintain expensive newsrooms– are pissed because their online revenues have failed to offset the bleeding in their print arms. They’ve sought out scapegoats. Thus, groups like the Fair Syndication Consortium have accused Google of running more than half of the unlicensed newspaper content currently floating around on the web. Talk about biting the hands that feeds you. Consider that Google sends news publishers, in the words of Eric Schmidt, “a billion clicks a month from Google News and more than three billion extra visits from our other services, such as Web Search and iGoogle.”
November 2009
-
Black Friday makes for preliminary validation of holiday growth forecasts
posted by in
Thu 26th
On the web, the initial prognostications for Holiday 2009 are rosy. comScore pegs online growth at 3% for the upcoming season. While not spectacular relative to pre-Recession year-over-year growth rates, +3% is certainly far more palatable that the 3% decline that online retailers witnessed last year. Others are even more bullish: Forrester analysts project online retail sales to reach $44.7 billion during November and December, a very healthy year-over-year increase of 8%.
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The Social Exchange Theory: What’s Your Net Worth?
posted by in
Sat 14th
Twitter has no memory. Memes flare up, get to scale, and then peter out completely within days, sometimes hours. One of the criticisms levelled at twitter as a cogent communication medium is its stunning immediacy—an immediacy that doesn’t really care about what preceded it or what will follow it. These hyper-now flare-ups— ripples in the stream, as Nick Carr calls them—might seem dangerous at face value, but stick around for three more hours and they will have faded from the jet stream of collective human consciousness.
-
When it comes to research, proximity is critical
posted by in
Sat 7th
When it comes to online research (or any research for that matter), proximity to an event is critical to establishing accurate, precise, and reliable recollections and descriptions of an event or experience. Confounded recall is the bane of much post-purchase market research; as a person’s memory gets fuzzier, the quality of the data they provide gets more and more specious. That’s why I’ve always advocated measurement approaches that capture data in close proximity to the actual (buying or non-buying) experience.
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Practice what you preach: I’m talking to you Dell
posted by in
Fri 6th
I’m especially bothered because I spent four years working with Dell on Customer Satisfaction Research initiatives while at my previous company. I visited their campus in Round Rock several times. They had giant banners proclaiming their commitment to the voice of the customer, customer satisfaction, and customer loyalty. Dell had a miserable reputation for service about 5 years ago, but they fought tooth and nail to shed it. They fought hard to re-launch their brand as a shining example of corporate transparency and pro-activeness, using sites like twitter and get satisfaction to dialogue directly with their consumers.
-
How much is enough when it comes to Voice of Customer?
posted by in
Tue 3rd
Voice of customer research can be a wonderfully responsive early warning system for a small website owner. Don’t get caught up in obsessing over respondent counts. If you’ve got 25 or so pieces of real visitor feedback at hand, you can go a long way in constructing a visitor-centric website experience that will help your website to grow and flourish.
October 2009
-
Conversation is the new Marketing
posted by in
Tue 27th
Old paradigms shattered. In the formative years of the web economy, marketers tried to impose the old order on us. They used their websites as display channels, whereby they could talk AT their consumers. But something else was percolating: the emergence of the trust economy. The idea that people could talk amongst themselves online, that they could share stories, reviews, advice, conversation threads. In the coming together of the people on the social web, corporate websites became secondary channels for brand chatter. Facebook absorbs 8 billion minutes of total usage time per day. That’s just under 1% of total human attention. What chunk of total human attention do you think corporate websites have?
-
Beware the Power Pukers
posted by in
Tue 20th
We live in an era of superfluous data. The first decade of the web era was about the battle to liberate the voices of real people. Well, that battle has been won and now, we have too much. We are overwhelmed. We suffer from what Clay Shirky has called filter failure. The volume of data has overpowered our basic analytical capabilities. The center cannot hold; the system breaks down, the levees crack and we are drowned in meaningless information. My friend works as a web analyst at the major canadian telco. In a perverse twist on Avinash’s famous 10/90 rule, he spends about 10% of his time surfacing insights and 90% of his time wrestling with a convoluted array of reports, charts, and dashboards from myriad suppliers. How productive is that?
Where the purchase process is breaking down
posted by in
How do you find out what visitors hope to accomplish on your site? Ask them. Simple online surveys, using as little as four quick questions, are the best way to find out the real intent of your customers. No amount of behavioral analysis, click tracking, or user-generated content monitoring is going to deliver the same level of insight as pure voice of customer feedback.
How to pick a great website survey tool
posted by in
No matter how big your company is, real voice of customer data can be an immensely powerful source of business intelligence for your marketing team. If you’re looking to take the plunge into voice of customer research, running a website survey is usually the first place to start. To help you in your decision making process, Blunt has outlined 5 points to consider. Follow these, and you’ll be on the right track to picking a great website survey tool.
-
Could 2009 be the Last Great Year of Free News?
posted by in
Mon 7thNews publishers—at least the ones that maintain expensive newsrooms– are pissed because their online revenues have failed to offset the bleeding in their print arms. They’ve sought out scapegoats. Thus, groups like the Fair Syndication Consortium have accused Google of running more than half of the unlicensed newspaper content currently floating around on the web. Talk about biting the hands that feeds you. Consider that Google sends news publishers, in the words of Eric Schmidt, “a billion clicks a month from Google News and more than three billion extra visits from our other services, such as Web Search and iGoogle.”
November 2009
-
Black Friday makes for preliminary validation of holiday growth forecasts
posted by in
Thu 26th
On the web, the initial prognostications for Holiday 2009 are rosy. comScore pegs online growth at 3% for the upcoming season. While not spectacular relative to pre-Recession year-over-year growth rates, +3% is certainly far more palatable that the 3% decline that online retailers witnessed last year. Others are even more bullish: Forrester analysts project online retail sales to reach $44.7 billion during November and December, a very healthy year-over-year increase of 8%.
-
The Social Exchange Theory: What’s Your Net Worth?
posted by in
Sat 14th
Twitter has no memory. Memes flare up, get to scale, and then peter out completely within days, sometimes hours. One of the criticisms levelled at twitter as a cogent communication medium is its stunning immediacy—an immediacy that doesn’t really care about what preceded it or what will follow it. These hyper-now flare-ups— ripples in the stream, as Nick Carr calls them—might seem dangerous at face value, but stick around for three more hours and they will have faded from the jet stream of collective human consciousness.
-
When it comes to research, proximity is critical
posted by in
Sat 7th
When it comes to online research (or any research for that matter), proximity to an event is critical to establishing accurate, precise, and reliable recollections and descriptions of an event or experience. Confounded recall is the bane of much post-purchase market research; as a person’s memory gets fuzzier, the quality of the data they provide gets more and more specious. That’s why I’ve always advocated measurement approaches that capture data in close proximity to the actual (buying or non-buying) experience.
-
Practice what you preach: I’m talking to you Dell
posted by in
Fri 6th
I’m especially bothered because I spent four years working with Dell on Customer Satisfaction Research initiatives while at my previous company. I visited their campus in Round Rock several times. They had giant banners proclaiming their commitment to the voice of the customer, customer satisfaction, and customer loyalty. Dell had a miserable reputation for service about 5 years ago, but they fought tooth and nail to shed it. They fought hard to re-launch their brand as a shining example of corporate transparency and pro-activeness, using sites like twitter and get satisfaction to dialogue directly with their consumers.
-
How much is enough when it comes to Voice of Customer?
posted by in
Tue 3rd
Voice of customer research can be a wonderfully responsive early warning system for a small website owner. Don’t get caught up in obsessing over respondent counts. If you’ve got 25 or so pieces of real visitor feedback at hand, you can go a long way in constructing a visitor-centric website experience that will help your website to grow and flourish.
October 2009
-
Conversation is the new Marketing
posted by in
Tue 27th
Old paradigms shattered. In the formative years of the web economy, marketers tried to impose the old order on us. They used their websites as display channels, whereby they could talk AT their consumers. But something else was percolating: the emergence of the trust economy. The idea that people could talk amongst themselves online, that they could share stories, reviews, advice, conversation threads. In the coming together of the people on the social web, corporate websites became secondary channels for brand chatter. Facebook absorbs 8 billion minutes of total usage time per day. That’s just under 1% of total human attention. What chunk of total human attention do you think corporate websites have?
-
Beware the Power Pukers
posted by in
Tue 20th
We live in an era of superfluous data. The first decade of the web era was about the battle to liberate the voices of real people. Well, that battle has been won and now, we have too much. We are overwhelmed. We suffer from what Clay Shirky has called filter failure. The volume of data has overpowered our basic analytical capabilities. The center cannot hold; the system breaks down, the levees crack and we are drowned in meaningless information. My friend works as a web analyst at the major canadian telco. In a perverse twist on Avinash’s famous 10/90 rule, he spends about 10% of his time surfacing insights and 90% of his time wrestling with a convoluted array of reports, charts, and dashboards from myriad suppliers. How productive is that?
Black Friday makes for preliminary validation of holiday growth forecasts
posted by in
On the web, the initial prognostications for Holiday 2009 are rosy. comScore pegs online growth at 3% for the upcoming season. While not spectacular relative to pre-Recession year-over-year growth rates, +3% is certainly far more palatable that the 3% decline that online retailers witnessed last year. Others are even more bullish: Forrester analysts project online retail sales to reach $44.7 billion during November and December, a very healthy year-over-year increase of 8%.
The Social Exchange Theory: What’s Your Net Worth?
posted by in
Twitter has no memory. Memes flare up, get to scale, and then peter out completely within days, sometimes hours. One of the criticisms levelled at twitter as a cogent communication medium is its stunning immediacy—an immediacy that doesn’t really care about what preceded it or what will follow it. These hyper-now flare-ups— ripples in the stream, as Nick Carr calls them—might seem dangerous at face value, but stick around for three more hours and they will have faded from the jet stream of collective human consciousness.
When it comes to research, proximity is critical
posted by in
When it comes to online research (or any research for that matter), proximity to an event is critical to establishing accurate, precise, and reliable recollections and descriptions of an event or experience. Confounded recall is the bane of much post-purchase market research; as a person’s memory gets fuzzier, the quality of the data they provide gets more and more specious. That’s why I’ve always advocated measurement approaches that capture data in close proximity to the actual (buying or non-buying) experience.
Practice what you preach: I’m talking to you Dell
posted by in
I’m especially bothered because I spent four years working with Dell on Customer Satisfaction Research initiatives while at my previous company. I visited their campus in Round Rock several times. They had giant banners proclaiming their commitment to the voice of the customer, customer satisfaction, and customer loyalty. Dell had a miserable reputation for service about 5 years ago, but they fought tooth and nail to shed it. They fought hard to re-launch their brand as a shining example of corporate transparency and pro-activeness, using sites like twitter and get satisfaction to dialogue directly with their consumers.
How much is enough when it comes to Voice of Customer?
posted by in
Voice of customer research can be a wonderfully responsive early warning system for a small website owner. Don’t get caught up in obsessing over respondent counts. If you’ve got 25 or so pieces of real visitor feedback at hand, you can go a long way in constructing a visitor-centric website experience that will help your website to grow and flourish.
-
Conversation is the new Marketing
posted by in
Tue 27thOld paradigms shattered. In the formative years of the web economy, marketers tried to impose the old order on us. They used their websites as display channels, whereby they could talk AT their consumers. But something else was percolating: the emergence of the trust economy. The idea that people could talk amongst themselves online, that they could share stories, reviews, advice, conversation threads. In the coming together of the people on the social web, corporate websites became secondary channels for brand chatter. Facebook absorbs 8 billion minutes of total usage time per day. That’s just under 1% of total human attention. What chunk of total human attention do you think corporate websites have?
-
Beware the Power Pukers
posted by in
Tue 20thWe live in an era of superfluous data. The first decade of the web era was about the battle to liberate the voices of real people. Well, that battle has been won and now, we have too much. We are overwhelmed. We suffer from what Clay Shirky has called filter failure. The volume of data has overpowered our basic analytical capabilities. The center cannot hold; the system breaks down, the levees crack and we are drowned in meaningless information. My friend works as a web analyst at the major canadian telco. In a perverse twist on Avinash’s famous 10/90 rule, he spends about 10% of his time surfacing insights and 90% of his time wrestling with a convoluted array of reports, charts, and dashboards from myriad suppliers. How productive is that?
