Consumers Using Social Media for Customer Service

Call centers must address their customer's changing channel preferences and improve first contact resolution on the web -- in both emerging and developed countries -- according to the latest market study by Ovum. To help understand how adoption of social media and smartphones is evolving, Ovum conducted a survey of over 4,000 consumers across four developed countries (the US, the UK, France, and Germany) and four emerging countries (Brazil, Russia, India, and China). In a new report the market research firm outlined the survey results, including the ways in which consumers are using social media for customer service across these regions. "Web savvy...

By David H. Deans, 16 March 2012, 0 comments. Categories: Consumers, Marketing.

11 Things Yahoo Must Do Now That Yang Has Stepped Down

As reported on TMCnet yesterday, Jerry Yang, co-founder of Yahoo! has stepped down from the board to pursue other interests. We have a great deal to thank Yang for – as the first company to categorize the web and build out many free services, society has benefit greatly from what Yahoo has more or less given away for free.

That is the positive – the negative is the company has eroded top management and investor confidence for many years. Not to mention the botched Microsoft acquisition some years...

By Rich Tehrani, 19 January 2012, 0 comments. Categories: Content, Entertainment, Industry, Marketing.

3 Great Posts to Read About Why Windows Phone 7 Hasn't Taken Off...

Windows Phone 7

Jumping online this morning I noticed this trio of great posts yesterday about Windows Phone 7 and why it hasn't taken off. The discussion was started off by Charlie Kindel, a former Microsoft general manager:

MG Siegler weighed in on his blog with:

And Robert Scoble posted a comment on Charlie's post that led then to his...

By Dan York, 28 December 2011, 0 comments. Categories: Apps, Marketing, Mobile, Smartphones.

Multiscreen Content Platforms to Reach $21 Billion

We're moving towards an online user experience where ubiquitous multiscreen connectivity will become the norm, and new portable digital devices enable the flexible personalization of all published multimedia content. The early-adopters are already viewing consumer-produced and professional video programs on combinations of their media tablets, smartphones, netbook PCs or chromebooks. This multiscreen adoption trend will soon become a mainstream user activity. As mobile devices continue to improve, every media consumer will expect high definition (HD) video on everything. The pay-TV services are ramping up TV Everywhere to...

By David H. Deans, 05 December 2011, 0 comments. Categories: Broadcast, Industry, IPTV, Marketing, Multi Screen.

Media Tablet Usage has Increased by 158.6 Percent

Media tablets are the latest consumer electronics device to gain adoption at home and then slowly infiltrate the enterprise IT environment. I first noticed the growing use of tablets by numerous early-adopters at the SXSWi event back in March of this year. While media tablet...

By David H. Deans, 26 November 2011, 0 comments. Categories: Apps, Devices, Marketing.

A little "What is Old is New Again"

We think that today’s business model with services combined with cool handheld devices is new. Moreover, these services may be performed by people, systems, or manner unknown by the customer.  Email on your iPhone, Android, and Blackberry powered by the Cloud. A marketing phrase could be something like “You press the virtual keys and Google will do all the rest”.

However, this is really a case of what is Old is New again. George Eastman of Kodak fame coined the marketing slogan...

By Wesley Kaplow, 24 November 2011, 0 comments. Categories: Consumers, Industry, Marketing.

How Retailers Can Engage the Mobile Savvy Shopper

eMarketer reports that online retailer sales are growing fast, but the vast majority of consumer spending still takes place offline in local stores. Are retailers prepared to re-design their online presence, optimized for mobile device interaction, to capitalize on their customer's evolving shopping behavior?

A large portion of those in-store sales are influenced by online research, most of which is conducted at a consumer's home. But increasingly, consumers are taking advantage of the just-in-time access to...

By David H. Deans, 12 November 2011, 0 comments. Categories: Consumers, Marketing, Mobile.

Mobile Apps Potential for Creative Content Marketing

I've been thinking about the numerous ways that marketers are connecting with their customers and prospects via mobile devices -- smartphones and media tablets. Mobile apps that utilize a digital magazine (or eZine) format are particularly interesting, because they offer the potential to enable new forms...

By David H. Deans, 05 November 2011, 0 comments. Categories: Apps, Marketing, Mobile.