disasters

drag2share: How 4 Major Companies Revitalized Their Brands By Being Great To Their Customers On Social Media

source: http://feedproxy.google.com/~r/businessinsider/~3/Ondy6msTAsM/social-media-for-brand-customer-service-2013-8

Customer Service I

Most brands offer dreadful customer service on social media. A study from Socialbakers, a social media analytics company, found that response times have actually worsened recently, instead of improving, as the chart shows. But a few companies are doing great things with social media, and helping to recast their companies as customer-centric organizations.

In several cases, companies facing crises or PR disasters actually came out looking better after using social media to tackle problems head-on.

In a new report from BI Intelligence, Business Insider’s paid research service, we explore how companies are interacting more effectively and serving customers better with a focus on social media, and recreating themselves in the process.

Gain instant access to this report by signing up for a free trial of BI Intelligence >

Here are a few examples of great social media customer focus that has created value for companies across industries:

  1. Dell: The computer technology corporation was an early adopter of social customer relationship management and in 2010, Dell opened up its soci! al media command center to all employees, regardless of their function. By 2011, Dell had trained over 25,000 employees of its employees in “social listening.” These employees now monitor over 25,000 social mentions of the company daily in 11 different languages. This means insights gleaned from social media are spread throughout the organization rather than being “hoarded,” or remaining undigested in one department.
  2. Domino’s: A disastrous YouTube video posted in 2009 showed two Domino’s employees mishandling a pizza. After the video went viral, the company launched a massive campaign to analyze public opinion across all social media. After receiving negative feedback, Domino’s made company-wide changes including altering their pizza recipe, aggressively reaching out to customers on social media, and launching a marketing campaign acknowledging mistakes and promising a better product. Domino’s saw a 14% increase in sales the quarter immediately following the campaign. The stock price took off, and Domino’s has never looked back.
  3. Best Buy: The electronics retailer unrolled a Twitter-focused marketing and customer service strategy built around “Twelpforce,” a system the company created to allow thousands of employees across departments to receive and respond to customer queries via Twitter. While Twelpforce has been a hit with customers, it also gave employees a channel and an incentive to collaborate internally and operate outside of silos (in order to handle customer requests it was often necessary to gather information from other employees.)
  4. American Airlines: Socialbakers recently began ranking industries and brands according to “social devotion,” or how attentive they are to customers on Twitter. Surprisingly, troubled America! n Airlin es ranks ninth among all U.S. brands (American has a response rate of 94%). Jan Reza, CEO of Socialbakers, believes this has to do with a lesson learned from Superstorm Sandy. Finding they had to deal with a system-wide near shutdown, American Airlines turned to social media to manage the crisis. They’ve remained faithful to social media channels ever since.


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Friday, August 30th, 2013 news No Comments

Here Are The Winners And Losers

Source: http://www.businessinsider.com/super-bowl-ads-2012-here-are-the-winners-and-losers-2012-2


clint eastwood

There’s fascinating disconnect between which advertisers the media thinks did well on last night’s Super Bowl and what the research says was effective.

To hear the business press tell it, Clint Eastwood’s “Halftime in America” spot rocked the house. It was indeed a great spot from a creative point of view.

But it didn’t even show up in the Ace Metrix Top 10. Ace Metrix measures a panel of 500 consumers who watch ads and rate them for effectiveness. That research says Doritos’ sling baby ad won the night.

It was also a big night for dogs. Volkswagen’s much anticipated follow-up to its little Darth Vader spot from last year used an obese dog getting in shape to gets its revenge on a VW it wanted to chase down the street (and then somehow ended up in the Star Wars cantina scene).

Skechers used a dog — Mr. Quiggly — in a greyhound race.

As did Bud Light, whose appeal with Weego, a rescue dog, was heartwarming.

So did Doritos, in another comedic appeal revolving around the whole Dogs v. Cats war.

There weren’t any total disasters — last year both Groupon and HomeAway had to apologize for their ads — but there were some failures in the sense that clients ads bored people or went unnoticed.

Chase ran an ad that for the life of me I can’t recall even though I am paid to remember these things. And TaxACT’s ad, featuring a kid who urinates in a swmming pool, was disgusting.

Later today — much later — we’ll take a look at how B.I.’s readers judged the ads with the results of our Super Bowl ad readers’ poll. Vote early, and often!

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Join the conversation about this story »

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Monday, February 6th, 2012 news No Comments

Here’s The Math Formula For Structuring A Groupon Deal That Doesn’t Lose Money (GRPN)

Source: http://www.businessinsider.com/heres-the-math-formula-for-structuring-a-groupon-deal-that-doesnt-lose-money-2011-12


groupon cupcake girl

We’ve all heard the nightmare stories about Groupon merchants who lost tons of money because they were suddenly overwhelmed with thousands of customers whom they were forced to serve at a loss: The British bakery that made 102,000 cupcakes. The Irish hairdressers whose customer base now consists entirely of people who only want their hair cut a discount. The Portland cafe that lost $8,000 because the owner failed to cap the number of deals she offered.

It’s not just Groupon, of course. There are loads of other daily deal sites — Living Social, Thrillist, Google Offers, etc — but they all present merchants with the same problem: The conflict between offering below-cost deals to customers in hopes of attracting long-term “regulars” and structuring a deal so that you can still make a profit. The math can be tricky because merchants have to account for two different sets of discounts: The discount to the customer and share of the payment taken by the daily deal site for publicizing the offer.

Now TheDealMix, a site that aggregates daily deals into an impressively complicated map of your neighborhood, has produced an infographic that can help businesses calculate daily deal offers so th! at they won’t accidentally go bankrupt.

And, yes, The DealMix has presented its formulas in the form of cupcakes — particularly useful given the number of bakery-related Groupon disasters that have made the headlines.

The formulas include:

Offer Price – Cost of Goods > $0

Average Customer Spend – Value of Offer + Price > Cost of Goods

See the rest of the story at Business Insider

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Monday, December 12th, 2011 news No Comments

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