Category: Customer Experience

Customer Experience

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An Example of the World’s Data Crisis

The World Trade Center had one zip code, 10048. Five years later after their destruction, mail of all kinds arrives there daily! It’s an all too sad and vivid reminder of the crisis in our society with businesses not putting priority on cleaning data. This happens every day with catalogs sent to people who have moved or are now deceased.

In this case it’s inexcusable because it’s all one zip code that would be easy to surpress: 10048.

Whether it’s mail, e-mail, web pages, web 2.0 social networks and/or social media, the value creation foundation starts with data integrity. To build the superior ideas of the future, this area will play a pivotal role. Unfortunately, all too many people do not properly value data integrity or value not been blessed enough to be immersed in a culture who is obsessed with it as I have been in the past.

Consider whether you have a good enterprise data strategy before you launch your next project!   

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SMF 1.1 released

In summary, the changes/fixes since SMF 1.1 RC3 include:

  • Option to require visual verification when sending a personal message
  • Adjusted readability of visual verification system
  • Added option to limit number of personal messages that can be sent per hour
  • Fixed several javascript errors
  • Fixed time offset bug
  • Disallowed multiple failures with visual verification
  • Made several UTF8 fixes
  • Fixed various undefined index errors

SMF is great, well documented software that works well and took seconds to install. It also has a great and helpful user community. Beta like software leadership, like WordPress, could learn much about releasing professional and software that fixes any glitches on a reinstall. I’d strongly urge both Matt Mullenweg and Toni Schneider to reverse engineer the success that is Simple Machines, it would be great to have fully functioning WordPress software again that makes trackbacks and works flawlessly. Hopefully, WordPress will do the right thing and seriously address these issues.  

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Was Hertz Targeting OJ Simpson Keywords on Monday?

I saw Hertz ads numerous times on Monday with related Simpson coverage. Was it a blanket ad or was it targeted on Simpson as a keyword? Certainly is an interesting question. For you Gen Y folks out there who may not know, I should explain that Simpson was once a spokesperson for Hertz back when he played NFL football. What do people think about this?

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New Yahoo! Maps Release

I *loved* the old Yahoo! Maps product. Late last week it was replaced with a very “Google looking” map that has a small fraction of the restaurant listings that the old maps product did.

Stated simply, I prefer the old release much, much better. The new release was rolled back once before in favor of the old one and I still find the other one to meet my needs better and I would prefer to use that one.

Fellow blog readers what do you use for maps and why do use that particular one?

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Jennifer Slegg Interviews Yahoo! SVP Steve Mitgang

Jennifer doesn’t put up daily interviews, but when she does, they are interviews that make you take notice.

The interview of Yahoo! SVP Steve Mitgang focuses on the release of Panama. New metrics like assists and number of interesting and many other new items are discussed. The interview lasts about 60 minutes.

Good job Jen!!!

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Forrester Consumer Conference – Mobile Marketing’s Play In The Channel Strategy

Charles S. Golvin, Principal Analyst, Forrester Research

Where do you fit in? Discussed Crest toothpaste mobile campaign example

What tools are available, what is the reach, what are the learnings?

Tools available today:
– Messaging
 – Voting
 – Promotions
 – Search
– Mobile Browser
 – Banners
 – Interstitial
 – Search-based
– Applications and content
 – Free / discounted services

New mechanisms are emerging
 – Physical proximity
 – Coupons and loyalty (Cellfire)
 – Using location (opt-in) to improve targeting

Where does mobile fit?
Eyeballs>>Awareness>>Consideration>>Preference>>Personal>>Loyalty

What is the reach of these tools?
1 in 4 receive text messages regularly

Youth see their mobile phone differently

Think Europe is so far ahead? Think again…
 – Internet penetration is higher in USA than Europe

What does the data mean?
 – Mobile campaigns need to target data adopters

It’s still early
 – Most US consumers still use voice
 – Mobile formats are small and generally difficult to use
 – Ad Standards need to be developed
 – Mobile is a unique channel

Compared with the fixed Web, consumers’ mobile experiences are:
 – Abbreviated
 – Transactional
 – More tied to the physical world
 – Successful campaigns embrace these differences

Best practices
 – Target mobile early adopters
 – Immediacy factor
 – Tailor content to mobile screen and user’s process
 – Use promotions to boost response rate
 – Employ creative or ad formats that match product or service
 – Time campaigns for maximum business ROI
 – Tie mobile to offline marketing

Tomorrow’s mobile marketing next practices
 – Integrated marketing campaigns
 – Performance-based metrics
 – Smart use of innovative functionality
 – Location sensitivity