Customer Behavior

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• Tweet Like You Mean It
  Lots of companies are scrambling to see how they can use Twitter to promote their products and services. But a few good tweets can also provide great customer service. Glenn ...
  Customer Behavior, Customer Service, Thought Leadership, Twitter
• Pew Report: Internet Use in the Recession
  Nearly 7 in 10 Americans (69%), or 88% of US Internet users, have used the Internet to cope with the recession, according to a new report from the Pew Internet ...
  Customer Behavior, Economic Crisis, Job Search, Networking, Recession, Research
• I'm Not Afraid When I Hold You
  Countless reports have connected brand loyalty with status-seeking (think luxury cars), but a new study says some consumers' connections to brands stem from a far deeper source: their own insecurities. ...
  Brand Loyalty, Brand Positioning, Customer Behavior
• Ads Interesting, Not Influential; TV Ads Most Helpful
  Despite being daily exposed to dozens of ads—including on television, in print, and on the Web—most Americans (55%) say they find advertising to be interesting ("very" or "somewhat"), though fully ...
  Advertising, Customer Behavior, Survey Data, Television
• 'At' Ain't Where It's at Anymore
  Becky Carroll recently engaged in a bit of nostalgia at the Customers Rock! blog—nostalgia for the 2008 MarketingProfs Digital Marketing Mixer last fall. "While there, I spent a lot of ...
  Customer Behavior, Customer Engagement, Marketing Smarter
• Keep Your WOM Roots Healthy
  The dreaded phrase "word-of-mouth" keeps a lot of company execs awake at night. It's that feeling of helplessness: How can any company apply quality assurance to something that is so ...
  Customer Behavior, Customer-Centric, Customer Experience, Management, Word-of-Mouth
• McCafé? McProfits!
  Looks like the recent $100 million ad blitz for the McCafé seems to be working. The McDonald's experiment in the specialty coffee arena may now have bumped Dunkin' Donuts from ...
  Advertising, Brand Awareness, Brand Positioning, Branding, Customer Behavior
• Barry Schwartz: Practical Wisdom as a Business Tool
  At the MarketingProfs B2B Forum earlier this month, keynote Barry Schwartz, a psychologist and author, explained the concept of Practical Wisdom: the idea that individuals can (and should) hone their ...
  Customer Behavior, Customer Engagement, Customer Experience, Customer Relationships, Customer Retention, Customer Satisfaction, Customer Service, Videos, YouTube
• iPhone Tops Blackberry in Smartphone Loyalty
  Nearly 4 in 10 Blackberry and other smartphone users (38%) would switch to Apple's iPhone as their next smartphone purchase, but only 14% of non-Blackberry smartphone users would switch to ...
  Brand Loyalty, Customer Behavior, Customer Satisfaction, Sales, Smartphones, Survey Data
• Think of It as Scaling Down
  "It's not all doom and gloom in the U.S. economy," Deb Riechmann says in a recent AP article. "Some products are bucking the recession and flying off store shelves." Folks ...
  Customer Behavior, Customer Retention, Recession
• There's No Place Like (Near) Home
  It seems Americans are sticking closer to home these days. The pool in the backyard is a bigger draw. Dinner at home tastes better. So, is there a Customer Insight ...
  Creativity, Customer Behavior, Local Marketing
• Lights! Camera! Take Action!
  It's a simple fact: We love watching online videos. In a post at the Digital Marketing blog, Eydie Cubarrubia cites Nielsen Online research that found 119 billion unique viewers watched 7 ...
  Customer Behavior, Email Marketing, Marketing Tips, Videos
• If It Ain't Broke, Why Add to It?
  Lots of companies offer add-ons for their products. (Think: a carrying case for a digital camera or a memory card for a computer.) But does that practice always have a ...
  Customer Behavior, Customer Satisfaction, Testing
• Marketing Addictionary: 'Badvocate'
  Badvocate: (noun): People who passionately criticize or detract from companies, brands, or products.
  Ad Copy, Creativity, Customer Behavior, Customer Experience, Customer Relationships, Customer Satisfaction, Writing
• Leapfrogging for Success: Change the Game via InnovationEvan Gerber
  Marketers these days find themselves increasingly squeezed between a big rock and a very hard place: Their mandate is to demonstrably improve ROI, with reduced budgets, while communicating with skittish ...
  Brand Positioning, Creativity, Customer Behavior, Google, Marketing Budgets, Recession, Social Media, Social Networking
• The Deep Pockets of Chatters
  Do Chatty Cathies spend more money online than other cyber citizens? New research says indeed they do. A recent survey of regular online shoppers from BoldChat and Bravestorm, LLC presents ...
  Customer Behavior, Customer Experience, Customer Retention, E-Commerce, Website Design
• 'White Swan' Marketing, or How to Focus on What WorksJonathan Salem Baskin
  When the latest marketing answers fail to produce the results you expect, maybe it's time to start asking different questions. You don't need me to tell you that we're in a ...
  Customer Behavior, Marketing Plans, Marketing Strategy, Measurement, Metrics
• Shall We Dance?
  It's an average morning at the Liverpool Street train station in London, England, with travelers crossing the main hall on their way to platforms or the street. And then, seemingly ...
  Customer Behavior, Marketing Inspiration, Taglines, Videos
• Survey Says ...
  When you receive an invitation to take a survey, are you more likely to click on a link labeled Take a brief survey, or one that says Take a 5-minute ...
  Customer Behavior, Email Marketing, Testing
• Why Do You Love That Fake Bag So Much?
  Here comes summer. Soon, tourists will descend on New York for the time of their lives. The shows! The dining! The street vendors hawking fake Louis Vuitton handbags! Needless to say, ...
  Customer Behavior, Customer Satisfaction, Targeting