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Tag Archives: Social Media
Mind Social Media – Don’t Mine It
Every once in a while we hear about how mining social media is the best new way to gain feedback. This Marketing Daily article with a sensational (not in a good way) headline, “Goodbye To Surveys For Companies That Mine Social,” by Karl Greenberg is a good example. In the article, social media research firm newBrandAnalytics says “surveys are defunct…companies get a 25% increase in online customer reviews on their social sites.” While there may be a bump in customer reviews due to social media, that doesn’t mean it’s time to throw everything else out the window. It’s time to … Continue reading
Posted by Larry Freed
Tagged Customer Experience Analytics, ForeSee Solutions, Social Media, Word of Mouth
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Let Them Eat Newsfeed
So the world is having a meltdown… Or so it would seem if you live in Silicon Valley, like I do, and have been gawping at stock prices going down faster than a fat kid running from Tony Perkis at Camp Hope (bonus points if you’re a Heavyweights fan). Zynga is down 40%. Facebook even more so, and continues to plummet. The companies that made us the cool kids on the playground – heroes kicking butt and taking names later while the rest of the country was riding the recession merry-go-round – are FAILING. It’s BAD. It’s not quite dot-com-bubble-bursting … Continue reading
Falling Flat on Its Face(book)
The annual ACSI e-business results are out today, and there are a few story lines we’d like to explore in a series of blog posts. The main one that the media is of course picking up on is Facebook’s continued plummet. In today’s report (available for free download on our website), consumers rate Facebook a 61 on the ACSI’s 100-point scale. Just how bad is a 61? The ACSI rates more than 230 companies every year, and only four have a score of 61 or lower (two electric utilities and two cable companies). 98% of companies measured by the ACSI … Continue reading
True Social Value
In the fall of 2004 when I was a senior at Marquette University in Milwaukee, Wisconsin I joined The Facebook (that’s what it was called then) and uploaded my first ever profile picture. Upside down. “Might want to try rotating that picture, dumba**,” wrote my younger brother on my Wall. He was a sophomore at the University of Wisconsin at the time and had been on Facebook for a good six months before people from my school were allowed to have profiles. Because back in the day, you had to have a .edu email address to join The Facebook. Fast-forward … Continue reading
Posted by Marianne Klinker
Tagged ForeSee Solutions, Original Research, Social Media
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2011 Holiday Season: Satisfaction Update
Cyber Monday and Green Monday have passed. Free Shipping Friday and the Holidays themselves are in our future. Where do things stand in terms of the customer experience this holiday season? (Why do we care? Because customer satisfaction, when measured correctly, predicts the future financial success of a company and also predicts future purchases, loyalty and recommendations. So we definitely want to keep on track of what has already happened with revenue reports, but looking at sales tells us what has already happened, whereas looking at satisfaction can actually predict the future.) Sales tell us it has been a great … Continue reading
Posted by Freed Your Mind Blog, Larry Freed
Tagged Benchmarking, E-Retail, Original Research, Social Media
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Social Media Best Practices for Government
The federal government doesn’t have the same flexibility with implementing social media plans as the private sector. The feds have to deal with archaic public comment laws, bureaucratic approval processes for messaging, and smaller budgets. However, despite all that red tape, our researchshows that all 15 cabinet-level departments have some presence on the 3 big social networking sites (Facebook, Twitter, and YouTube). We’ve been releasing the ACSI E-Government Satisfaction Index since 2003. We’re trying to shake things up a bit, and while we still plan to release quarterly updates on citizen satisfaction and citizen ratings of transparency, we’re trying to supplement that … Continue reading
ACSI Results: Google & Fox Rule, Facebook and HuffPo Flop
Today is the release of the annual American Customer Satisfaction Index (ACSI) E-Business report, which includes measures for social media websites, portals, and search engines. You can download ForeSee’s commentary about the scores on our website. Here’s a quick infographic you can use with winners and losers; all scores are listed at the end of the post. Social Media Let’s talk about social media first. Facebook’s customer satisfaction score was up a bit, but still very low (66 on the ACSI’s 100-point scale). This should be really scaring Facebook right now with the advent of Google+. Studies show that customer satisfaction … Continue reading
Top 100: Social Media
Here is more information from our Top 100 Online Retail Satisfaction Index released earlier this month. Today’s topic is social media. Social media is turning out to be a touchpoint with enormous potential for satisfying shoppers and building loyalty and relationships. When we study our own clients using our Social Media Value Calculation, we see that social media has little direct impact on web traffic. In fact, in our most recent Social Media Value Calculation benchmark we saw that only 1% of site visitors came direct from a social media site. However, 18% of the site visitors indicated that social media … Continue reading
What value does Social Media bring to your business?
This is the question that I hear from CMOs pretty frequently. While there are some great tools to measure how much activity there is about your company on the social networks, understanding the value is another thing altogether. There is clearly value of positive buzz that can happen on the networks, but is it driving real business? That question is what drove us at ForeSee Results to create the Social Media Value Calculation and we have some interesting data in our benchmark to share. The Social Media Value Calculation allows us to measure the impact that Social Media has on … Continue reading
Posted by Freed Your Mind Blog, Larry Freed
Tagged Benchmarking, Customer Satisfaction, E-Retail, Social Media, Word of Mouth
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Is Social Media paying off?
We recently released some interesting research on Social Media. Our study had 10,000 respondents in the US and another 10,000 in the UK. The report shows that social media interactions are a primary influence for only about 5% of visitors to retail websites. Only 5% – with all the hype these days, it is a little surprising the number is only 5%. The research indicates that, in fact, more traditional marketing techniques like promotional emails, search engine results, and even advertising influence far more visits to retail websites. We also found that traditional marketing techniques like promotional emails influence … Continue reading
