Tag Archives: Word of Mouth

Why Brands Often Fail at the Zero Moment of Truth

Google introduced this term to describe the impact of online information, i.e. social media reputation, on the intent of a potential customer to engage with a brand. According to the research that influence, and consumer dependence on it,  are growing … Continue reading

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Loyalty vs Reputation-Which sells your product better?

Loyalty is based on prior experiences a customer had with a specific brand, while reputation is based on the aggregated experiences of others with a specific product. Both influence purchasing selections consumers make, but each can make a different impact … Continue reading

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Ode to Customer Feedback from Social Media

There are 5 reasons why Voice of Social Customer is more valuable than traditional Customer Feedback programs:   1.     Social Media Voice of Customer is unsolicited – the customers share their experiences online motivated primarily by one of the following … Continue reading

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WoM Marketing-Does it Really Work?

New research shows early signs of Nokia Lumia 928’s breakaway success. While it’s Social Net Promoter Score® is 12% below Lumia 920, it’s Social Engagement Rate is 264% higher. We measure Social Engagement as the number of customers who published … Continue reading

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Engaging Social Customer and Product Launch campaigns

If you are interested in engaging your customers, your listening has to be customer-centric. I know you want to talk about your product and you company. We all want to talk about things that are important to us, but we … Continue reading

Posted in Customer Reviews Analytics, Market Intelligence, Product Marketing, Social Media Research | Tagged , , , , , | 4 Comments