Customer Experience Matrix

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Real Examples of Social Media ROI

Customer Experience Matrix

Summary: some published examples of "hard" ROI from social media. As part of the preparation for next Tuesday’s Webinar with 1to1 Media and Neolane (register here ), I poked around for some concrete examples of ROI from social media. Here’s what I found.

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Vocus Marketing Suite: Still Mostly Social But Marketing Automation is On the Way

Customer Experience Matrix

If you’ve heard of Vocus at all, it’s probably as vendor serving public relations professionals. Its core offerings include a huge database of media contacts; media monitoring and social listening; and press release distribution. But Vocus doesn’t quite match the profile of standard marketing automation products.

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Show Me the Numbers: Hard Data on Internet Use and Media Spend

Customer Experience Matrix

Summary: Here are links to about twenty studies with statistics on online media consumption and advertising spend. Many are contradictory, but it's clear that marketers need to invest in social media, which might eventually replace search as the primary way that customers find them. How are people actually spending their time online?

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Nimble Adds Social Data to CRM

Customer Experience Matrix

Since “social CRM” could mean just about anything, it’s important to explain what Nimble actually does: it combines traditional contact management with automated access to social media information about those contacts. Say you’re selling a product related to, oh, circuit boards. Here’s how it works.

CRM 120
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SAS Survey on Marketing Measurements Gives Odd Results

Customer Experience Matrix

Respondents found direct mail to be the significantly less well measured than other media: 33% said direct mail measurements were either “very” or “somewhat” effective, compared with 50% to 58% for advertising, collateral, public relations and events. But the details were perplexing.

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JetBlue's Problems from a Customer Experience Management Perspective

Customer Experience Matrix

This in itself is good, since it means they are controlling the story rather than leaving the media to dig around for more horror tales. So it seems that JetBlue is handling the public relations part of this quite admirably. The underlying logic is it gives the customer a reason to come back for another sample of the product.

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Will Machines Replace Marketers? Artificial Intelligence Isn't Ready Yet But Watch Your Back

Customer Experience Matrix

To test this, I listed the tasks that go into building a marketing program and matched these against my list of AI-based products. Some AI options are available for execution, but most are conventional predictive modeling products that I don’t count as strong AI because they still require humans to deploy their results.