Customer Behavior

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• Spooky, Yes, but It Works
  In a recent post at ClearAction's Customer Experience Optimization blog, Lynn Hunsaker cites a troubling stat from Accenture's Delivering on the Promise study. Though 75% of surveyed executives viewed their ...
  Creativity, Customer Behavior, Customer-Centric, Customer Service, Surveys
• Tried-and-True or Just Plain Blah?
  Everywhere we look, ever since we can remember, we see that price ending: .99. But does using this just-below-a-round-number pricing system always produce optimum results for merchants? Might other pricing ...
  Creativity, Customer Behavior, Marketing Tips, Pricing
• WoM Marketing Still Growing, but More Slowly
  Spending on word-of-mouth (WoM) marketing slowed in 2008, nevertheless increasing 14.2%, to $1.54 billion. It is on pace to increase another 10.2% in 2009, placing WoM among the fastest-growing advertising ...
  Advertising, Customer Behavior, Google, Recession, Research Summaries, Word-of-Mouth
• Video Consumption, Multitasking Continue to Rise
  The number of Americans watching mobile video jumped 70% from 2Q08 to 2Q09, and TV viewership increased slightly in the same period. Moreover, 57% of consumers at least once a ...
  Customer Behavior, Mobile Marketing, Nielsen Data, Research Summaries, Smartphones, Videos
• Trust Agents: The New Digital NativesChris Brogan, Julien Smith
  What are so-called Trust Agents? Trust Agents have established themselves as non-sales-oriented, non-high-pressure marketers. They are digital natives using the Web to be genuine and to humanize their business. They're ...
  Blog Comments, Collaboration, Community, Customer Behavior, Networking, Social Media, Social Networking
• What Your Emails Say About Your IQ
  Nearly 6 out of 10 adults say they make judgments about an email sender's intelligence based on the email's style, tone, and language. They also assess the sender's age, authority, ...
  Customer Behavior, Email Marketing, Research
• Paralysis by Analysis
  Careful, now: New research posits that consumers may suffer paralysis by analysis if they aren't allowed to trust their guts when making buying decisions. In a recent post at the ...
  Creativity, Customer Behavior, Customer Engagement
• Refocus That Focus
  Sad but true: The use of focus groups to determine consumer preferences has lost favor in recent years. Why? Because "consumers have clear cognitive models of what to do when ...
  Creativity, Customer Behavior, Marketing Tips
• Advertisers, Consumers Disagree About Ads, Media, Twitter
  Consumers and advertisers largely disagree about the effectiveness of many types of ads, as well as in their assessments of Internet advertising and Twitter, despite some areas of agreement, finds ...
  Advertising, Customer Behavior, Economic Crisis, Research Summaries, Survey Data, Twitter
• Shall We Morph?
  Wondering how your retail website will survive the next digital innovation? Read on. In a post at the Standing Out From the Crowd blog, Luis Serpa offers advice for website ...
  Customer Behavior, E-Commerce, Website Design, Websites
• Recession Bottoming out: Conference Board
  The recession is bottoming out and economic activity will likely begin to recover soon, the Conference Board's composite economic indexes suggest, the Conference Board said.
  Customer Behavior, Measurement, Metrics, Recession, Research
• The New Downside of 24/7
  Who's that bleary-eyed chap in the corner? Why, he's the CMO who stayed up all weekend conducting WOM (word-of-mouth) damage-control—after one bad Saturday-morning customer tweet. Welcome to the new downside ...
  Blogging, Customer Behavior, Twitter, Word-of-Mouth, YouTube
• Avoid Gmail's Black Hole
  In a post at Copyblogger, Sonia Simone reports on a recent study from Return Path that found 23 percent of permission-based email never reaches the inbox of Gmail users. "No, ...
  Customer Behavior, Email Marketing, Google, Permission Email Marketing
• Look to Where the Sun Is Shining
  "The Hispanic market seems to be the only one still flourishing these days in the face of economic doom and gloom," says Blaire Borthayre in an article at MarketingProfs. And ...
  Customer Behavior, Hiring Outside Resources, Hispanic Marketing, Recession
• Beware the Two-Edged Sword
  "The [customer-relationship] sword has two edges," warns Jim Novo in a recent post at Marketing Productivity Blog. According to Novo, relationship marketing creates higher expectations in customers who engage: "If ...
  Copywriting, Customer Behavior, Customer Engagement, Customer Relationships, Landing Pages
• Stop Blabbing! I'm Here to Buy.
  At the Red Pill Email blog, John Caldwell presents one of the most common questions he receives from Web marketers: "We get great open rates and lots of clicks, but ...
  Customer Behavior, Email, Landing Pages, Sales, Search Engine Marketing, Website Design
• The Tao of Green MarketingIrv Weinberg, Carolyn Parrs
  Consumers have begun to suffer from "green fatigue." It's not hard to understand why when you can buy organic gummy bears and free-range beef jerky nestled between the six-packs and ...
  Advertising, Brand Positioning, Community, Creativity, Customer Behavior, Green Marketing, Marketing Tips
• Rethinking the Focus GroupGavin Johnston
  The focus group has lost favor in recent years as marketers seek a more experiential process for gathering customer insights. Although it has lost some luster, the focus group still ...
  Creativity, Customer Behavior, Market Research, Marketing Tips
• Brand-Switching: Less Risk = More Switch
  Frugal American consumers have forsaken their favorite national brands in the case of many food and household, health, and personal-care products, but they are reluctant to switch to store brands ...
  Brand Loyalty, Customer Behavior, Customer Loyalty, Customer Retention, Research, Targeting
• Now Is the Time for Me, Baby!
  Good news for those marketers who seek to advertise aggressively and creatively to Baby Boomers: You are right on track! New research is finding that for many Boomers "aging is ...
  Customer Behavior, Marketing Tips, Personalization, Targeting