2013-03-26
Posted on March 26, 2013 2:43 pm by Shel Holtz
| Business
Showrooming has become a significant problem for retailers. From department stores like Target to consumer electronics companies like Best Buy, the consumer practice of scoping out the physical item in the store, then ordering it at a lower price online, has eaten into sales. Reversing the trend is top-of-mind for these businesses.
Companies are taking different approaches to coping with showrooming. Best Buy’s action “ends showrooming for Best Buy customers,” company spokesman Matt Furman said in Business Insider article. The company will simply match any price a customer might find online. Target, which found showrooming a big deal… Read More »
2013-02-22
Posted on February 22, 2013 7:42 am by Shel Holtz
| Content
(c) Can Stock PhotoFriday seems to have arrived faster than usual this week. The laws of physics say that’s not possible. I say, Where did the week go? Not that there was any shortage of news you may have missed. Here’s this week’s rundown, drawn from items I have saved to my link blog, LinksFromShel.Tumblr.com
Best laid plans: Twitter limits derail Coke’s Super Bowl plans
If there’s a case to be made for maintaining your own owned platforms in addition to using social channels owned by third parties in your marketing efforts, it’s Coca-Cola’s Super Bowl experience. Despite establishing a social media “war room” to execute plans for… Read More »
2013-02-01
Posted on February 1, 2013 9:26 am by Shel Holtz
| Content
(c) Can Stock PhotoThe Friday Wrap is a review of articles and posts I’ve found over the past seven days of interest to communicators that they may have missed. I save everything I’ll consider for the Wrap—as well as items to report on my podcast—to my link blog, LinksFromShel.tumblr.com.
Call centers served best by social media for damage control
Social media is finding its way into call centers. In fact, some call centers have changed their names to reflect the fact that they deal with more than just phone calls in their efforts to provide customer service, integrating responses to queries originating on Facebook, Twitter and other… Read More »
2013-01-11
Posted on January 11, 2013 9:35 am by Shel Holtz
| Visual Communication
The past week has presented the Wrap with an embarrassment of riches. The challenge: Which items to include? To see the abundance of stories from which I had to choose, visit my link blog, where I collect stories and posts for consideration in the Wrap and on my podcast. The link blog is at LinksFromShel.tumblr.com.
How to generate buzz? Extraordinary customer service will do it
We are so accustomed to lackluster customer service that when somebody steps up and delivers exceptional service, it’s noteworthy. It’s also frequently not that hard. Consider the response from a LEGO customer service rep to an eight-year-old who wrote in… Read More »
2012-10-24
Posted on October 24, 2012 4:19 pm by Shel Holtz
| Customer Service
Cisco Systems unveiled its Social Media Listening Center today at its Executive Briefing Center in San Jose. The small group of tech analysts and influencers in attendance—and others participating through Facebook and Twitter—heard an important concept repeated throughout the presentation:
Helping employees visualize what people are saying about your organization in an easy-to-comprehend, at-a-glance format is a vital step toward engagement and action with customers.
Cisco CMO Blair Christie (left) and others made sure to point out that the eye candy—six high-resolution touch-screen panels displaying various views of Cisco-related… Read More »
2012-10-10
Posted on October 10, 2012 7:22 am by Shel Holtz
| Brands
(c) Can Stock PhotoNobody goes into the planning for a communications effort believing the customer is a tabula rasa, a blank slate. Knowing customers have interests, biases and other characteristics is the very reason we conduct audience research. Having seen new research from The Futures Company, however, I’m wondering if that research digs deep enough.
When we study the people who comprise our target market, the focus is squarely on their connection to our message. Underlying any consumer beliefs, however, is the way they feel about business in general. According to The Futures Company‘s Global MONITOR reserach, that foundational… Read More »
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