'Word of Mouth' Category

The Long View of Customer Experience: 4 Stages of Engagement

Posted by Greg Kihlström on September 29th, 2014 at 7:08 am

This is the second in a series of articles about long-term customer experience and how to drive engagement beyond short-term and real-time efforts. In the first article, we introduced the concept of the long view of customer experience versus the more immediate idea of customer relationships and engagement.

When we talk about the long-view customer experience model, we are referring to a customer “pathway” that has the following steps:

Awareness

Perception

Engagement

Action

AWARENESS
The first stage and foundation of your customer’s experience with your brand , the goal of awareness is not a monetary one. The goal of this stage is to increase name and product recognition in the eyes of your target audiences.
At this point, we are not concerned about sales in the short term but instead with saturation on the channels your audience uses and ultimately name recognition, along with being top of mind with consumers.
Its Evolving Role
In traditional advertising, “awareness” was many times enough to drive product sales. With less variety and therefore less need for focus on niche marketing and audiences, in the Mad Men era of advertising it was often enough to have good television and radio advertising coverage in order to drive sales.
As we as a society have adopted... Read more

Report: Tourism DMOs – A Social Media Analysis

Posted by Doug Schumacher on September 4th, 2014 at 10:11 am

Performance benchmarking and content analysis of 9 destination marketing organizations across Facebook, Twitter, YouTube, Instagram, Google+ and Pinterest. DMOs included: Alaska Travel News, Explore Georgia, Go Hawaii, I Love New York, Texas Tourism, Visit California, Visit Colorado and Visit Florida.

Up Up and Away: Commercial Drone Market Ready for Take Off

Posted by Neal Leavitt on August 30th, 2014 at 5:21 pm

Drone proponents prefer using the term Unmanned Aerial Vehicle (UAV) or UAS for Unmanned Aerial System (latter term includes the entirety of the flying vehicle and the ground-base communications connection connecting the two). Whatever your preferred verbiage is, drones are poised to become a huge global business and the aerial devices are going to have a significant impact across a wide variety of industries.
Historically, the military has been the biggest user/purchaser of drones; The Wall Street Journal estimated that the U.S. military spent about $3 billion on drone programs in 2012. And many aerospace companies continue to develop highly sophisticated machines that are lightweight and easy to assemble/launch.
Columbus, MS-based Stark Aerospace, for instance, recently rolled out ArrowLite™, a small UAS system that supports the U.S. Army Hunter MQ-5B UAS. It weighs less than 7 lbs. and can be assembled and hand-launched in less than 90 seconds.
Looking beyond the military, commercial drones will soon take on much larger roles for businesses and even for individual consumers. BI Intelligence, a research service from Business Insider, estimates that 12% of an estimated $98 billion in cumulative global spending on aerial drones over the next decade will be for commercial purposes. ... Read more

Report: CPG Snack Foods – Social Media Analysis

Posted by Doug Schumacher on August 25th, 2014 at 11:43 am

Snack Foods have some of the largest social media communities of any product or service category. Our sample of 8 brands -- Butterfinger, Oreo, Reese’s, Skittles, Snickers, Starburst, Twix and Wonka -- has an average Facebook fan count of over 14 million.
The category is a fun, simple product with a lot of room for creative messaging -- perfect for an analysis of how brands like these communicate with and engage their customer base.
Our analysis outlines which networks are generating the biggest impact in the category, and takes a deep dive into the best performing tactics and campaigns these brands are using to engage their audience.
Report highlights

Facebook is the dominant network, with 99% of the total community among these brands
Surprisingly few brands are on Instagram, given the young, casual nature of the product category
The only brand on Instagram, Oreo, generates more engagement there than with their 37 million Facebook fans.
Two brands greatly increased their impact on Facebook through post promotion: Snickers and Wonka
Campaign analysis shows Twitter to be generating little engagement relative to Facebook, while Oreo campaigns implementing Instagram are seeing a significant number of engagements on that network.
Wonka’s RANDOMS product launch campaign used post promotion on Facebook to increase engagement... Read more

5 of the Most Effective PR Campaigns of 2014

Posted by Tom Shapiro on August 21st, 2014 at 4:53 am

PR has the power to extend your reach, engage members of your target audience and create strong connections to your brand. To that end, here are 5 exemplary PR campaigns of 2014, each one bold, brilliant and unforgettable.
1. ALS Ice Bucket Challenge
By now you’ve seen countless individuals dumping a bucket of ice over their heads in support of ALS, including celebrities such as Bill Gates, Taylor Swift and Oprah Winfrey. Apart from the silliness, the “ALS Ice Bucket Challenge” has been serious business. The ALS Association, a national non-profit organization fighting Lou Gehrig’s disease, received $31.5 million in donations between July 29 and August 20 compared to $1.9 million during the same period last year.
That’s one heck of a successful PR campaign! And one heck of a great cause!
2. Most Shocking Second a Day Video
The Save the Children “Most Shocking Second a Day” video is almost too overwhelming to sit through. To raise awareness of the plight of children impacted by the war in Syria, it uses the popular one-second-per-day video format, taking you through the life of one girl’s happy childhood slowly and surreptitiously being overtaken by war in her home country. The closing line “Just because it isn’t happening... Read more