Fast-Moving Consumer Goods

Keith Schorah

12 Trends in Voice of the Customer for 2012 - Part 2

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The Next Installment in our series of 12 Trends in Voice of the Customer for 2012 looks at the crunching large amounts of data and examining customer preferences to make the customer experience part of the brand:

Making customer insight part of the brand experience

Customer feedback is increasingly being used in company strategy and has become a rich source of insight. As collecting feedback becomes more frequent, companies will look to integrate feedback gathering into the brand experience. The methods of collection will be matched to the brand with integration into the total experience in mind.

Data Rich Environments

With the increase in available channels for customer feedback, a huge amount of data is being gathered from customers. Channels such as social media create a large amount of useful data, but there is a necessity to analyse this data in order to gain insight. An increase in the complexity and speed of analysis will allow companies to learn more about their customers.

The right channel for the right customer at the right time

Customers will offer feedback on different areas of service based on when they are asked for feedback. By using event based surveys and taking into account the customer’s preference, the maximum amount of useful feedback can be gathered from each customer.

Read more »

Text Analytics World Topics & Case Studies – March 6-7, 2012 in San Francisco

Text Analytics World San Francisco 2012 (tawgo.com) is the business-focused event for text analytics professionals, managers and commercial practitioners. This conference delivers case studies, expertise and resources to leverage unstructured data for business impact and deploy the latest text analytics technology.

CASE STUDIES:

Text Analytics World San Francisco 2012 will feature over 20 sessions with case studies from leading enterprises in e-commerce, financial services, government, healthcare, high technology, insurance, retail, and social media such as: Accident Fund Insurance, AlphaGenius, AVG (security), Amdocs and the U.S. Government Accountability Office, a U.S. Federal Department, Brocade, Center for Disease Control, Hewlett-Packard, MTV and Warner Music Group, Samsung, a Fortune 500 global technology company, hedge funds, emergency response companies, plus special examples from U.S. government agencies DoD, DHS, and SSA.

HOT TOPICS:

TAW San Francisco's agenda covers hot topics and advanced methods such as blackbox trading, customer service and call centers, decision support, document discovery, document filtering, financial indicators from social media, government applications, insurance applications, knowledge discovery, marketing and branding, product launching, sentiment analysis, social data, social media applications, test analytics software, topic discovery, voice of the customer, and other innovative applications that benefit organizations in new and creative ways.

WORKSHOPS: TAW also features a full-day, hands-on text analytics workshop, plus several other pre- and post-conference workshops in analytics that complement the core conference program.

For more information: tawgo.com

Save $400 on Predictive Analytics World and Text Analytics World 2-Day Combo Pass:

1. Super Early Bird Registration by December 16th – Save up to $400.

2. Take $150 off the Early Bird or the Advance Two Day Pass registration fee with this posting's promotional discount code: CUSText Analytics WorldText Analytics World150.

3. Save an additional $200 for each additional attendee from the same company registered at the same time.

Register Today!

http://www.predictiveanalyticsworld.com/sanfrancisco/register.php

If you'd like our informative event updates, sign up at:
http://www.textanalyticsworld.com/subscription.php

To sign up for TAW group on LinkedIn:
www.linkedin.com/e/gis/3869759

For inquiries e-mail regsupport@risingmedia.com or call (717) 798-3495.

ALL ANALYTICS EVENTS:
PAW San Francisco: March 4-10, 2012 – www.pawcon.com/sanfrancisco
Text Analytics World SF: March 6-7, 2012 – www.tawgo.com
PAW Toronto: April 25-26, 2012 – www.predictiveanalyticsworld.com
PAW Chicago: June 25-26, 2012 - www.predictiveanalyticsworld.com
PAW Videos: Available on-demand – www.pawcon.com/video

Peter Murane

How Oxi Clean Beat Some of the Biggest Brands in the World

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As CEO of BrandJuice, I’ve worked with many large organizations. But, I learned some big lessons from a small company with a unique innovation model that allowed them to compete with, and beat, some of the most iconic brands in the world.

My teachers were the husband and wife team of Max and Elaine Appel, the founders of Orange Glo International. The Appel’s founded Orange Glo in their fifties. Max had been a business development consultant but was also a closet chemist and technology tinkerer. Elaine was the glue, she did accounting and ran operations

Max and Elaine established Orange Glow behind their first product, Orange Glo Wood Polish and Conditioner, and steadily grew to a few million dollars in sales.

Upon meeting them, I recognized that I was in the presence of greatness. If there were a Richer Scale to measure innovation prowess, Max would have tipped it. He was driven by a sense of vision, possibility and purpose.

The Appel’s followed their intuition and focused on sales, which broke a myriad of rules dearly held by the consumer products industry. They also moved at a lightning-fast pace. In my early years working with them, I sometimes became frustrated by how little thought was given to brand strategy. My years in brand management for top consumer products companies convinced me that a sophisticated marketer leads with strategy, then executes carefully. The Apple’s did not share this view. “Focus on speed,” they said. “There is no need to justify every decision with data.”

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eGain named to Software Magazine’s 29th Annual Software 500

Software Magazine ranks eGain as one of the world’s largest software companies for the ninth straight year

Mountain View, CA (October 13, 2011): eGain ( NASDAQ: EGAN), the leading provider of cloud and on-site customer interaction hub software, today announced its inclusion in Software Magazine’s Software 500 ranking of the world’s largest software and service providers, now in its 29th year.

“The 2011 Software 500 results show that revenue growth in the software and services industry was healthy, with total Software 500 revenue of $541.5 billion worldwide for 2010, representing approximately 10 percent growth from the previous year’s list,” said John P Desmond, editor of Software Magazine and Softwaremag.com.

“The Software 500 helps CIOs, senior IT managers, and IT staff research and create the short list of business partners,” Desmond said. “It is a quick reference of vendor viability. And the online version, to be posted soon at www.softwaremag.com, is searchable by category, making it what we call the online catalog to enterprise software.”

“As consumers go social and mobile, businesses are struggling to consistently manage interactions across the customer lifecycle,” said Ashu Roy, eGain Chairman and CEO. “Our Customer Interaction Hub platform enables businesses to deliver differentiated and consistent customer experiences across the web, social, and phone. We are pleased to be in the Software 500 list for the ninth straight year.”

The Software 500 is a revenue-based ranking of the world’s largest software and services suppliers, targeting medium to large enterprises, their IT professionals, software developers, and business managers involved in software and services purchasing.

Some 27 percent of the 2011 Software 500 companies are privately held. More than 100 companies are on the list in 2011 for the first time, a reflection of the dynamic nature of the industry.

Go to www.softwaremag.com/register to subscribe to be among the first to see the 2011 Software 500. It is being released first in the digital publication, to be distributed in late September.

The ranking is based on total worldwide software and services revenue for 2010. This includes revenue from software licenses, maintenance and support, training, and software-related services and consulting. Suppliers are not ranked on their total corporate revenue, since many have other lines of business, such as hardware. The financial information was gathered by a survey prepared by King Content Co. and posted at www.softwaremag.com, as well as from public documents.

About Digital Software Magazine and Softwaremag.com
Digital Software Magazine, the Software Decision Journal, has been a brand name in the high-tech industry for more than 35 years. Softwaremag.com, its Web counterpart, is the online catalog to enterprise software and the home of the Software 500 ranking of the world’s largest software and services companies. Software Magazine and Softwaremag.com are owned and operated by King Content Co.

About eGain
eGain (NASDAQ: EGAN) is the leading provider of cloud and on-premise customer interaction software for sales and service. For over a decade, eGain solutions have helped improve customer experience, grow sales, and optimize service processes across the web, social, and phone channels. Hundreds of global enterprises rely on eGain to transform fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs). To find out more about eGain products, visit http://www.egain.com/products/index.asp

Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC). Also, follow us on Twitter at http://twitter.com/egain and Facebook at http://facebook.com/egain

eGain contact:
Jamie Abayan
Phone: 650-230-7532
Email: jabayan@egain.com

Software 500 contact:
Tracy Kunichika
Software 500 Project Leader
Email: Tracyk@softwaremag.com

New GD400 Rugged Handheld Computer Narrows Divide Between SmartPhones And Full-Sized Computers

Improving worker productivity, the eight-ounce GD400 handheld enables mobile professionals to scan bar codes, receive work assignments, check email, communicate with the office and send pictures, videos and text messages, easily and efficiently.

SUNRISE, Fla.--General Dynamics Itronix introduces the GD400 rugged handheld computer, designed for mobile professionals whose jobs range from ensuring the public s safety and working inside warehouses to maintaining utilities. Weighing less than eight ounces, the sleek GD400 handheld is equipped with ultra-sensitive GPS, a barcode scanner/imager, a high-resolution camera with flash and a daylight-viewable, water resistant touch-screen screen display.

"Using the GD400, utilities, law enforcement or any mobile enterprise can immediately improve business operations, increase worker productivity and reduce costs," said Mark Johnston, director of Strategic Computing Solutions of General Dynamics Itronix. "By combining robust computing with cell phone-like functionality, the GD400 bridges the communications and computing gap between notebook computers and commercial cell phones."

The GD400 hosts the Windows® Embedded Handheld 6.5 operating system that integrates quickly and easily with enterprise operations and IT networks. General Dynamics Itronix also offers service and support to ensure a smooth transition of the GD400 into business operations. The GD400 is IP54 certified against dust and water intrusion and built to withstand multiple drops onto concrete. It is powered by a high-performance ARM Cortex!"-A8 processor that comes with NEON!" multimedia technology, accelerating the transmission of multimedia and large data files across WiFi and wireless wide area networks.

Key features of the GD400 include:
- Ergonomic design for simple one-hand operation
- Eight-hour battery life
- 3.7 inch color, touch-screen display
- 3.2 mega-pixel auto-focus camera with flash
- Digital compass
- Bluetooth®, 802.11 a/b/g/n, cellular network connectivity

Available with a number of accessories, the General Dynamics Itronix GD400 list price starts at $1,829.

For a complete list of features, benefits and specifications, please visit www.gd-itronix.com/GD400. To speak to a sales representative or to order a GD400, call 1-800-441-1309.

General Dynamics Itronix is a leading developer of wireless, rugged computing solutions for mobile workers, offering a full range of field computing systems including full-sized laptops, ultra-mobile notebook PCs and tablet PCs. Additional information is available at www.gd-itronix.com.

General Dynamics Itronix is part of General Dynamics C4 Systems, a business unit of General Dynamics (NYSE: GD). Information about General Dynamics is available online at www.generaldynamics.com.

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Note to editors: images available for download at www.gd-itronix.com/GD400images
Related topics: rugged handheld, handheld PC, ultra portable, ultra mobile, mobile computing, UMPC

Diamond Point International Becomes Premiere GridstorePartner To Offer Scale-Out NAS Storage For SMB Customers At Half The Cost Of Standalone NAS

Military, Manufacturing and Education Storage Value Added Reseller Expands Product Line to Deliver Enterprise-Class NAS Solutions with Gridstore to Eliminate Risk, Cost and Complexity of Silo-Based NAS

Mountain View, CA. – Gridstore™, the leader in scale-out NAS solutions for the SMB market, and Diamond Point International, a UK-based storage reseller, today announced that Diamond Point has joined the Gridstore Partner Program as a premiere partner and value added distributor (VAD). As an authorized Gridstore partner, Diamond Point now has a highly scalable NAS offering at half the price of traditional, silo-based NAS storage for its military, manufacturing and education customers.

The Diamond Point partnership with Gridstore enables the UK-based value added distributor to successfully capitalize on the expansive storage opportunity in the military, manufacturing, education and (SMB) markets. With access to innovative partner support programs and the Gridstore Scale-out NAS solution, Diamond Point is able to achieve a powerful NAS storage grid for its channel partners and customers that eliminates storage sprawl and multiple single points of failure. The Gridstore Scale-out NAS solution is designed to eliminate the risk, cost and complexity of silo-based storage with a simple, scalable offering that is based on a “Pay as you Grow” pricing model which eliminates the need to overprovision costly storage resources.

“Gridstore is changing the dynamics of scale-out NAS for the SMB market much like Equallogic did for iSCSI,” said Frank Sutton, director, Diamond Point. “This solution gives us a very turnkey, enterprise-class NAS product for our customers and is a no brainer for both VARs and systems integrators we support. It’s a win-win for everyone.”

“Diamond Point has a huge footprint in the UK market and is a leader in providing the channel and system integrators with best-of-breedsolutions,” said Kelly Murphy, CEO, Gridstore. “The Gridstore Scale-out NAS solution gives our mutual customers a turnkey, scalable, high performance storage solution that meets their 24 x 7 business demands for reliability and availability - while eliminating the need to over provision costly storage resources.”

The Gridstore Partner Program
Gridstore supports its NASg solution with a comprehensive partner program to fuel its partners’ success throughout the entire customer lifecycle. The Gridstore Partner Program has been designed to offer end-to-end support for MSPs and VARs looking to drive increased revenues by capitalizing on the increasing SMB customer demand for high availability storage solutions. Members of the Gridstore Partner Program receive innovative marketing and financialinitiatives including resources, tools and support for prospecting, recruiting, activating and growing new clients. Components of the program include deal registration and protection, co-funded demand generation opportunities and professional services. For more information, please visit: http://gridstore.com/partners.html.

Tweet this: @Gridstore Announces Diamond Point International as Premiere Gridstore Partner

Follow Gridstore on Twitter at http://twitter.com/gridstore

About Diamond Point International
Diamond Point International, part of an international group, has been established in the UK since 1983 and has been at the forefront of industrial computing technology, servicing a mix of OEMs and system integrators. Diamond Point is committed to the Open Systems philosophy and has maintained a portfolio of standards based products, both de facto and formally IEEE recognized. The company offers a prompt quality Technical Support service across all its products. Its engineering department integrates both hardware and software products, thereby offering total system solutions as required by our customers. For more information, please visit: http://www.dpie.com.

About Gridstore
Gridstore is the innovation leader in scale-out Network Attached Storage (NAS) products. The Gridstore NASg solution provides unlimited storage capacity and reliability at a fraction of the cost of traditional storage solutions. NASg is designed for small-to-mid-sized businesses and Managed Service Providers who struggle with the risk, cost and complexity of storage sprawl and who need enterprise class storage without the cost and complexity. Founded in 2007, Gridstore is headquartered in Mountain View, Calif. and has development facilities inDublin, Ireland. For more information, please visit: http://www.gridstore.com.

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Media Contact:
Sabrina Sanchez
Ventana Public Relations
(540) 253-5060
sabrina.sanchez@ventanapr.com

Acosta Sales & Marketing Automates Migration From SharePoint 2003 To 2007 With Zero Downtime With Metalogix

Leading Sales and Marketing Agency Takes the Pain Out of Their SharePoint Migration Project with Metalogix Migration Manager for SharePoint

WASHINGTON, DC, – Metalogix Software, the leading provider in content lifecycle management (CLM) solutions for Microsoft® SharePoint®, Exchange®, and legacy environments, announced today that Acosta Sales & Marketing (Acosta) has successfully migrated from SharePoint 2003 to 2007 with Metalogix Migration Manager for SharePoint with zero downtime or disruption to its business. Metalogix Migration Manager for SharePoint uses a familiar copy-and-paste-style user interface so Acosta can easily optimize its data before migrating it. They can also migrate at their own pace while maintaining full fidelity and preserving views, version chains, metadata and user-edit information.

Acosta has grown from a local food broker to become the leading outsourced sales and marketing agency serving consumer packaged goods companies and retailers across North America. With this rapid growth, the company had several hundred gigabytes of document files and found that theyneeded to use many of the advanced features in SharePoint 2003 to manage them. But, when it came time to migrate to SharePoint 2007, moving the data they were using in the earlier version was problematic. The Acosta team began to evaluate third-party SharePoint migration solutions to help automate their migrationprocess, but found that few offered the ease of use and features it discovered in the Metalogix Migration Manager for SharePoint solution.

“Our options were to do the migration manually, or leverage a solution that only handled a fraction of the content. Neither approach was viable for us because they invited risk of lost data and business disruption to our collaboration environment,” said John Morales, collaboration technology manager and platform support services, Acosta Sales & Marketing. “The Metalogix solution was very successful in handling the more advanced parts of our SharePoint content migration and we just felt at ease with Metalogix. The implementation and deployment of the product is dead simple. We deployed it in our production environment in a matter of minutes with absolutely no downtime.”

Acosta uses Metalogix Migration Manager for SharePoint as a core component of its SharePoint management process. The company finds the product to be a tremendous productivity saver, making what was once a time consuming and error ridden task of migrating their SharePoint data, painless and error free.

“Working with innovative firms like Acosta is a real win/win and we are pleased to work with firms that want to implement advanced SharePoint management solutions that enhance and add value to their existing and future content management practices,” said Steven Murphy, CEO of Metalogix. “Acosta had such a positive and easy experience migrating from SharePoint 2003 to 2007 with Migration Manager for SharePoint that they have come back to us to migrate to SharePoint 2010. We strive to offer the most advanced functionality and user-friendly migration solutions in the market that make even the most tedious tasks effortless–all without disruption or downtime for our customers.”

Metalogix Migration Manager for SharePoint

Metalogix Migration Manager for SharePoint (formerly SharePoint Site Migration Manager) is the industry’s de facto standard for upgrading, consolidating, reorganizing and transforming SharePoint environments. Whether your organization is moving content to Office 365; upgrading from SharePoint 2003 or 2007 to SharePoint 2010; moving between SharePoint servers; managing a hybrid cloud environment, or managing the ongoing organization of your SharePoint content, Migration Manager for SharePoint is an easy-to-use and convenient way of managing the lifecycle of your SharePoint data. Using a familiar copy-and-paste-style user interface, Metalogix Migration Manager enables users to quickly migrate content silos to a common SharePoint system. All data libraries, lists, web parts and permissions can be moved while preserving views, version chains, metadata and user-edit information. Furthermore, customers can use Migration Manager for SharePoint – File Share Edition, to easily migrate large repositories of files to Office 365. Metalogix Migration Manager for SharePoint is the only migration product to pass Microsoft SharePoint Online Code Analysis Framework (MSOCAF) testing and be deployed by customers in Microsoft data centers for Office 365 and BPOS.

Tweet this: @AcostaSales automates migration from #SharePoint 2003 to 2007 with zero downtime using @Metalogix http://bit.ly/qhajDB

Follow Metalogix at http://www.twitter.com/metalogix

About Acosta Sales & Marketing

Acosta Sales & Marketing is the sales and marketing powerhouse behind thousands of the biggest brands you see every day, with aclient roster that includes the majority of #1 and #2 brands sold in most grocery stores. With more than 80 years of experience, Acosta provides a range of outsourced sales, marketing and retail merchandising services to effectively move products off shelves and into shoppers’ baskets, ensuring clients are achieving their true sales potential. Acosta is based in Jacksonville, Fla., with approximately 20,000 associates in 65 offices throughout the United States and Canada. For more information, visit www.acosta.com.

About Metalogix

Metalogix is a leading provider of content lifecycle management solutions for Microsoft SharePoint 2010, Microsoft Exchange, andlegacy enterprise content environments. We enable organizations to scale and cost-effectively manage, migrate, store, archive and protect enterprise content whether on-premises or in the cloud. The company is a Microsoft Gold Certified Partner, privately held, and backed by Insight Venture Partners and Bessemer Venture Partners. For more information, please visit: http://www.metalogix.com.

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Metalogix, and the Metalogix logo are trademarks of Metalogix Software. All other product and company names herein may be trademarks of their respective owners.

Media Contact:

Sabrina Sanchez
Ventana Public Relations for Metalogix
(540) 253-5060
sabrina.sanchez@ventanapr.com

Utah Transit Authority Relies on Nexsan Assureon for Automated Data Archiving and Disaster Recovery

Expansive Public Transportation Agency Reduces its Backup Window Using Secure Online Archiving Solution from Nexsan

THOUSAND OAKS, Calif., -- Nexsan®, a leading independent provider of disk-based storage systems, today announced that the Utah Transit Authority (UTA) has selected the Nexsan Assureon® to improve its object storage archive, assure regulatory compliance and seamlessly support its disaster recovery strategy. Using Assureon from Nexsan, UTA has dramatically reduced its backup window from five days to one while improving the overall performance, integrity and availability of its data, video archives, and CAD drawing archives.

UTA operates a public transportation system throughout the Wasatch Front of Utah. Transportation includes fixed route buses, express buses, ski buses, three light rail lines (TRAX), and a commuter rail line (FrontRunner) that travels from Salt Lake City to Peasant View, north of Ogden. Its main operations are based in Salt Lake City.

As with most public transportation agencies, a large volume of the data UTA must protect comes from video surveillance of the stations and vehicles it operates. Literally mountains of surveillance video can be captured every day. This combined with heavy operational usage of unstructured data was creating volumes of data that UTA needed to efficiently and effectively archive to meet compliance and regulatory requirements.

Initially, UTA utilized the Assureon secure archive to protect its archived email, scanned documents and departmental/user files produced by UTA’s ~2,000 employees. Assureon provides efficient and secure protection of unstructured data compared to the traditional backup of the same files over and over that UTA performed prior to Assureon. Now UTA protects files from day one within Assureon where they are efficiently stored for simplified recovery and assured protection. In addition, Assureon periodically audits data for file integrity and availability throughout the life of the stored data.

UTA turned to its trusted solution provider, Ramsys Computer for a solution. “UTA’s data growth was having a tremendous impact on their backup window,” said Kirby Park, President, Ramsys Computer. “It was taking them five days to perform a full backup. They needed to find a solution that could dramatically reduce the backup window without requiring heavy time investments or complex management. That’s when we recommended Nexsan Assureon. It would provide the ability to separate the backup and archive streams for the enhanced performance and optimization needed to support remote replication while scaling to multiple petabytes to meet storage requirements.”

Ramsys Computer used a replicated Nexsan Assureon system to build a tiered storage solution. The replicated Assureon system was deployed at two separate sites within nine miles of each other and connected with a fiber optic IP network for disaster recovery. UTA also deployed multiple Nexsan SASBeast® storage systems with a combination of SAS and SATA drives

“I was impressed by the Nexsan Assureon solution delivered by Ramsys,” said John Jones, Desktop and Systems Supervisor, UTA. “We found significant value in the features and were even more surprised by the price. It was a fraction of that charged by other system vendors. With Assureon we reduced our backup window and significantly improved our overall storage efficiency. It has proven to be a very capable storage archive, both simple and reliable. You just set it and forget it.”

Part of the Nexsan Flexible Storage Platform™ of products, Assureon is a secure online archive that is ideal for storage optimization, regulatory and corporate compliance, and long-term archiving. For storage optimization, Assureon offloads primary storage to free up space for active data and thereby reduces the size, time and costs of monthly full backups by completely eliminating the unstructured datasets from the backup stream. For UTA, the existing backup environment was sufficient once Assureon moved the unstructured data sets from the backup stream to the archive stream. For regulatory and corporate compliance, Assureon complies with governmental regulatory requirements including HIPPA, SOX and SEC-17 and simplifies the enforcement of company data retention, privacy and protection policies. Ultimately, Assureon delivers reliability, efficiency, and ease of management UTA needs for its archiving processes.

“Organizations that rely on Assureon often see immediate results in terms of storage optimization and performance,” said Victoria Grey, Senior Vice President, Marketing, Nexsan. “But often of even greater value is the solution’s long term scalability, support for compliance regulations and absolute data integrity. Assureon delivers multiple value propositions for end-to-end data protection by providing archiving, disaster recovery and replication in a single solution that seamlessly integrate into UTA’s existing environment.”

About Nexsan
Nexsan® is a leading independent provider of disk-based storage systems purpose-built and priced for the mid-market, offering industry-leading reliability, space and power efficiency. Nexsan storage systems provide scalability, integrity and security for growing volumes of unstructured data and are ideal for virtual storage, data protection, secure online archiving, bulk and cloud storage applications. Overcoming the challenges of traditional storage, Nexsan delivers a different kind of storage experience with easy-to-use, efficient and enterprise-class solutions that reduce the complexity and cost of storage. Nexsan delivers its storage systems through a select global partner ecosystem of solution providers, OEMs and system integrators. Nexsan is based in Thousand Oaks, Calif. For more information, visit the company’s website at www.nexsan.com.

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For more information about Nexsan’s products and solutions, visit www.nexsan.com

Nexsan is a registered trademark of Nexsan Corporation. All other product or company names mentioned herein are trademarks or registered trademarks of their respective owners.

Media Contact:
Sabrina Sanchez
Ventana Public Relations
(540) 253-5060
sabrina.sanchez@ventanapr.com

Bob Thompson

The Next-Generation Voice of Customer Command Center: Tool Time for Chief Customer Officers

comments 8 comments  |  8400 reads

Many years ago as a young Business Unit Executive at IBM, I was assigned an account that was expected to develop into a $50M+ opportunity. Or so my quota said! We had a crack team assigned and everyone was busy, but I wasn't entirely sure that our relationship was on track. So, I set up a meeting with the CEO to ask: "How are we doing?"

Although he said everything was "fine," his body language told me a different story. I dug deeper to get the real scoop and, needless to say, we got busy taking action on the CEO's top issues. Ultimately, the relationship prospered beyond our expectations.

Nothing beats a face-to-face meeting to get customer feedback. Some researchers think that words express only seven percent of human communication. The other 93 percent include how the words are spoken to convey emotion and body language such as gestures, posture, eye movement and facial expression. Emoticons aside, it's hard to convey a raised eyebrow or shrug in an email.

Obviously, large enterprises with thousands or millions of customers won't find face-to-face meetings a practical means of customer feedback. So customer surveys are used commonly to collect feedback, often with the help of Enterprise Feedback Management (EFM) systems. But surveys are but one of the six dimensions of feedback you can use to understand the health of your customer relationships.

Read more »
Lisa Biank Fasig

Walmart Joins the Data-ing Game

comments 0 comments  |  644 reads

Just how many bags of Tootsie Pops does Walmart sell every year? Soon, the world may know.

For years, Walmart never shared its store sales data with the outside world. If it sold $800 million in Wheat Thins, that was its own proprietary info and no one else was allowed to see it.

The problem with this policy, for market research firms, is that it made it incredibly difficult to estimate or project the total sales of products or brands in the market. Many firms estimated that Walmart generated one-third to one-half a product’s entire market share.

But such guesswork is changing now, after more than a decade, with a deal between Walmart and Nielsen, the global provider of data involving what consumers watch and what they buy. In the agreement, Walmart and Sam’s Club will share sales information with Nielsen, which in turn will analyze and incorporate the data into the marketplace.

Why is this important to you? Because the more accurate the shopping information gathered by retailers and manufacturers, the better they can determine sales volumes, pricing, merchandising and promotions. Consumer data helps retailers learn everything from peak shopping times to the most effective store formats to how many single-serve packets of meat to carry.

Most food and consumer packaged goods retailers already provide Nielsen with sales information. Walmart, in doing the same, will gain a clearer view of shopper purchasing patterns and unmet needs.

Read more »

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Linking customer data across department databases and business units improves business intelligence, customer profiling, and customer management. This paper outlines 10 steps to improve the quality of customer contact data, including physical mail, email, and telephone information.

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