| | | Customer Experience Matrix | |  Media + Public Relations | 5 articles |
| Page 1 of 1 | Previous | Next | CUSTOMER EXPERIENCE MATRIX MARCH 19, 2010 Real Examples of Social Media ROI 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. Socialnomics blog by Erik Qualman offers a dynamic video with 33 “salient examples and data points” about social media ROI. The problem with tying social media to "hard" ROI is this often relies on complex intermediate calculations, which are subjective in themselves. Tags: social media roi marketing measurement | CUSTOMER EXPERIENCE MATRIX SEPTEMBER 3, 2009 Show Me the Numbers: Hard Data on Internet Use and Media Spend 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. And, in particular, are social media as important as industry gurus claim they are? Sadly, the public materials don’t tell us where the rest of the time went. The position of blogs is ambiguous because most reports lump them in with other social media. for email. to 18.5% | | | | | |
| CUSTOMER EXPERIENCE MATRIX JANUARY 25, 2012 Nimble Adds Social Data to CRM 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. Seamless combination of contact management with social media is a big deal: when I showed Nimble to a colleague who runs a public relations agency, her eyes lit up. I had an intriguing demonstration yesterday from social CRM vendor Nimble. Here’s how it works. | CUSTOMER EXPERIENCE MATRIX FEBRUARY 21, 2007 JetBlue's Problems from a Customer Experience Management Perspective 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. But JetBlue should also publicize its efforts—showing the great lengths it goes to serve its customers. It feels kicking them while they’re down, but the JetBlue story continues to fascinate me. Like other well-regarded brands facing a crisis, they’ve responded forcefully. That already seems like evading responsibility. No doubt will do so. | CUSTOMER EXPERIENCE MATRIX MAY 30, 2007 SAS Survey on Marketing Measurements Gives Odd Results 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. It may be that the people surveyed don’t use much direct mail—39% said they either don’t measure direct mail effectiveness or don’t know whether they measure it, roughly twice as many as the 17% to 22% who gave the same answers for other media. But the details were perplexing. | |
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