Come to our BlogWell: How Big Brands Use Social Media conference in Washington, D.C. to hear ConAgra Foods, UnitedHealth Group, the IRS, USA TODAY, the National Association of REALTORS, the U.S. Navy, and Discovery Communications share 8 great case studies on corporate social media. You’ll learn how to get started, get past roadblocks, and make [...]
Tag Archives: ROI
The economics of great customer service
My friend Rishi Rawat sent me this great story of common-sense customer service. From: Rishi Rawat To: Andy Sernovitz Subject: My Keurig story Hi Andy, Just over a year ago we purchased a Keurig coffee machine. It gave us superb service right up to the day when it unexpectedly died. I dreaded calling customer support [...]
How to measure your word of mouth — live with Olivier Blanchard from Word of Mouth Supergenius
As a preview for our upcoming Word of Mouth Supergenius event in New York on July 20th, we’re featuring a bunch of the videos from our last “How to be Great at Word of Mouth Marketing” event in Chicago. It’s going to be an amazing day filled with 12 how-to classes, 12 real-world case studies, [...]
How to measure word of mouth
Forrester’s “Three Steps to Measuring Social Media Marketing” suggests six categories of social media metrics: 1. User reach describes how far and wide your messages spread. 2. User impact describes how your efforts change consumers’ actions or opinions. 3. Volume of participation describes how many customers interact with your social initiatives. 4. Quality of participation [...]
Emissions Testing, Usability Testing, Focus Groups, and Analytics
A Focus Group is a bunch of people chatting about how the feel about something. How they feel has nothing to do with if it works or if they will buy it. But you’ll get some good ideas. Usability Testing tells you if a thing, usually a web site, lets users get a job done, [...]
Are you missing the easiest way to measure word of mouth?
Just ask! When someone registers on your site or buys from you — are you offering “word of mouth” as an answer to “how did you hear about us?”
Is there a simpler solution?
Look at this parking lot payment system. You stick your money in the slot. They probably get a few cheaters. But they save a fortune on the cost of a full-time employee or maintaining 100 parking meters. And it’s a ton less work. I’m sure a deal with an independent tow truck company handles enforcement [...]
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