I get to consume lot of content daily and one of my sources is an email listserv that Doc Searles runs which covers the topic of 'VRM' or Vendor Relationship Mgmt (think the other half of the coin to CRM, Customer Relationship Mgmt). The underlying premise of the discussions in the group are that consumers can, and are preparing to, control the data relationship with the vendors they choose to…Continue
Added by Steven Groves on April 6, 2012 at 9:30am — No Comments
Google+ appears to be having a problem with connecting to the consumer audience out there - I want to know why.
Could it be that the brands that appeal to consumers, are not there yet enmass? Could it be that the engagement options are limited? Could it be that the 3rd party developer community that has made Facebook so useful is not yet invited to the party?
The answer is yes, yes, and yes - but I'm…Continue
Added by Steven Groves on February 9, 2012 at 10:08am — No Comments
Consumers love you, love your place and love your food - but why are they going to share their contact information to join your loyalty program? Statistics suggest that many of your customers would join a program, if it were available (50-80% in other industries) but online loyalty programs I think are…Continue
Just read about the social marketing snafu with McDonalds and the high-j****** of the #McDStories hashtag by an audience that was, well, less than flattering to the brand image. Over at BusinessInsider.com, Gus Lubin reported on it and discussed the response from Rick Wion, their social media director - here's my take on it.…Continue
Facebook is rolling out a ton of new stuff and what it'll mean to you is pretty well lined out in a post by Jesse Stanchuk at SmartBriefs. (let me know if you need the link - FohBoh has told me that they do not allow posting links - how social is that?)
In the post Jesse says -
It's a good perspective that…Continue
Added by Steven Groves on September 22, 2011 at 10:27am — No Comments
With 57% of the respondents citing that online marketing is either 'not essential to my business' or 'I don't know enough about it' but at the same time 50% declaring that Word-Of-Mouth (WOM) is essential, clearly there is a disconnect between what business people understand about social and how it…Continue
Added by Steven Groves on August 8, 2011 at 9:59am — No Comments
How will the customer experience vary from visit to visit? The ability to create a consistent and repeatable customer experience has been a formula for success for brands for decades. The ability to manage the expectations of the consumer has led many organizations from a small start to a raving success. You might get two chances to impress a new customer, but asking…Continue
Added by Steven Groves on June 20, 2011 at 3:30pm — No Comments
We're all bound by ideals, beliefs and myths around what we think is true. We take a look at "8 Myths of Social Media for Restaurants" in this post. We assembled the list, in no specific order from anecdotal sources; conversations and ongoing industry research.Here are 8 prominent myths about social media in the restaurant industry… Continue
Discounting your product and service to the market is, as many restaurants have found, not always the best way to drive traffic - particularly if all they come in for is the discount offer, nothing else on…Continue
What a riot! Other than Southwest Airlines, the safety briefing on an airline is a reasons to tune out before you takeoff (you shouldn't - but hey... after about a hundred of these it's hard to pay attention sometimes).
Air New Zealand came up with this video that combines humor and safety to remind passengers. Whats the lesson learned? 1) try not to take yourself too seriously and 2) be creative in your engagement to connect to your audience.
The video has earned more than…Continue
Added by Steven Groves on March 31, 2011 at 3:04pm — No Comments