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Now that Groupon has gotten rid of its quirky founder and CEO, can the daily deal site spearhead a reputation rebound? Is the company's underlying online deals business promising enough to reverse its falling stock price, declining revenue growth and waning consumer interest? Groupon fired Andrew Mason last Thursday, one day after the company reported another disappointing quarter amid worries that people are tiring of the restaurant, spa and Botox deals that Groupon built its business on. But a new CEO may not be enough to tackle all of Groupon's problems. "The question is whether this as a business model can last," Gartner analyst Michael Gartenberg said. "It's easy to replicate and under a lot of pressure. The question is where the company goes from here…. Clearly something wasn't working, isn't working …"
Despite its unsteady status in the post-Steve Jobs era and concerns over its performance, Apple got a PR turbo boost last week when it was again named the world's most admired company by executives in a Fortune magazine poll. For the sixth year in a row, Apple took home top honors for the title, this year scoring 8.24 on Fortune's ranking system, ahead of Google with a score of 8.01 and Amazon with 7.28, CNET reports. Even though the gadget giant's stock has tanked 35 percent since September as investors and analysts fret that Apple's best days may be behind it, the company still rates as a financial and technological powerhouse …
Marketers face a number of challenges in 2013 as consumer spending fluctuates with continued economic uncertainty. Experian Marketing Services will release the latest consumer retails trends, benchmarks and recommendations for marketers in its upcoming
Many Americans would never let their eight year old see an R-rated movie, but according to findings from a recent Harris Poll of 2,278 U.S. adults (ages 18+) interviewed online, some children may be playing video games beyond their maturity level. While only one third of Americans (32%) said they understand everything or a lot about video game ratings and nearly two in five (38%) indicated they know nothing about the system, the majority (66%) of those U.S. adults with video game-playing children in their households indicate using a video game's rating to determine whether they allow their child to play it. "The findings underscore the lack of awareness Americans have …"
Retailers spend a considerable portion of their budgets attracting and retaining customers. A retailer-branded credit card program is a critical growth strategy that can significantly increase customer loyalty, satisfaction, traffic and sales for a retailer, according to recent analyses sponsored by GE Capital's Retail Finance business. The analysis examined share of wallet and the shopping habits of thousands of consumers nationwide, using a retailer-branded credit card, as well as those customers using other payment methods, through data analysis and case studies. "The study confirms that retailer-branded credit programs favorably influence share of wallet, as well as sales, loyalty, attrition, and satisfaction. Retailers that understand their customers, better engage and retain them. This information provides a clearer picture of the value …"
The Livestrong Foundation's leaders acknowledged this week that they'll face new challenges thanks to Lance Armstrong's fall from grace — but they insist the group will survive. At its first annual meeting since the cyclist's high-profile admission that he used performance-enhancing drugs, the cancer charity he founded announced it is changing its annual day of action as a step toward charting its own course without its founder. The group's day of action had been Oct. 2, the date in 1996 that Armstrong was diagnosed with cancer. It'll now be May 17 — the day in 2004 the charity launched its trademark yellow Livestrong bands. "Our success has never been based on one person. Will the Livestrong Foundation survive? Yes. Absolutely, yes. Hell, yes …"
Web content and customer experience management provider Kentico Software this week unveiled the results of new Customer Experience Survey designed to shed light on how customers are continuing to evolve in the way they interact with brands in the digital age. Not surprisingly, word of mouth (28%), company websites (25%) and in-store experience (18%) weighed most heavily on strengthening or eroding brand affinity. But given the growing reliance on digital communications, it was notable that only 7% of respondents felt their brand experience was affected via such social networks as Facebook and Twitter. "Our new survey shows businesses need to use the tools that are available to them in order to optimize the digital experience for customers …"
A new study of 2,490 respondents aged 12-17 years old from the U.S., Poland, Germany and the UK, looked at how this new digital generation connects with the Internet, what they do online, and how they feel about digital and traditional advertisements. The survey, from Research Now, found that teenagers in all four markets enjoy unlimited and unsupervised access to the Internet. The top reason why teens go online, cited by 92% of respondents, is to find out information — "looking up things I don't know." The second most popular activity is finding out about events and what's happening, with 83% of teens doing this. Next, young people use the Internet to research public transport and "window shop" (researching and browsing for items), with 74% saying …
This week, e-commerce marketplace Rakuten released insights from their E-commerce Index, an independent global survey into shopping trends, which shows that consumer interest in social shopping is up around the world, with almost half of consumers (45%) actively recommending products on social media sites. The biggest global rise in social shopping is in the U.S., with 39 percent of shoppers using social tools (up 20% compared to August 2012).
How do you choose a hotel? By the quality of service? The view? What your friends might think? How about the water pressure in the shower? Don't laugh. Brodeur Partners looked into the heart of what really matters when it comes to online conversation about hotel choice and has come up with intriguing answers. "We wanted to go beyond speculation and opinion, and really see what drives online behavior — in this case, conversation — around different hotel brands," said Brodeur Partners CEO Andy Coville, in a news release. The study reveals that Hilton, Marriott and Four Seasons (in that order) have the highest "Conversational Relevance" in online discussions among leisure and business travelers. The conclusion is based on an analysis by Brodeur Partners and MavenMagnet of what is "relevant" in online brand conversation …
The spotlight was on former BP chief exec Tony Hayward as the oil giant's civil trial continued on Wednesday — and although Hayward didn't drop any major gaffes a la "I want my life back," his statements about cost-cutting did conflict with another former BP exec who oversaw the company's Gulf drilling operations — and who reported stepped down a few months prior to the spill because of disagreements with BP over its commitment to safety. Hayward said the cost-cutting didn't effect drilling operations, but Kevin Lacy, who served as BP's senior vice president for drilling operations in the Gulf before resigning four months before the spill, said BP slashed between $250 million and $300 million from 2008 to 2009 while at the same time its production rose by more than 50 percent …
This week's outcry surrounding Yahoo chief exec Marissa Mayer's decision to end work-from-home arrangements has shown just how strongly many companies and employees have embraced remote work — but it also underscores a disconnect between workers' need for flexibility and their need for visibility. Companies tout working from home as a benefit that helps recruit and retain talent over the long term, but workers may be missing out on the personal contacts that get them promoted — in essence, jobs may get done when employees work from home, but careers are made in the office, MarketWatch reports. Among a plethora of reactions to Yahoo's move, many managers say having workers in the office makes sense, given greater emphasis on collaboration and group projects …
Yoh's 2013 Workforce Trends Study reveals that 80 percent of major U.S. employers expect their 2013 hiring will meet or exceed their rate of hiring in 2012. Of companies that plan to accelerate hiring in 2013, 83 percent expect to increase staffing levels by at least 3 percent. Demand for talent exists at nearly every level of these organizations, but especially in information technology, sales, and operations and production, according to the survey of 150 HR executives and hiring managers at organizations with revenue of $750 million or more. Those findings, however, are dampened by lingering concerns over a variety of economic and political headwinds. "The optimism evident in our 2013 Workforce Trends Study is tempered by persistent economic uncertainty …"
An annual national survey conducted over the last 10 years has consistently confirmed that PBS and its member stations are ranked first in trust among nationally known institutions and are considered an "excellent" use of tax dollars by the American public. The yearly study has also called PBS the most fair network for news and public affairs 10 consecutive times. In the most current round of research, PBS KIDS was named the most educational TV/media brand, the safest destination for children to watch television or visit online, and the top provider of content that helps children learn reading, math and essential skills. In each question, PBS KIDS significantly outscored cable and commercial broadcast television …
Yahoo CEO Marissa Mayer, who recently returned to HQ after a brief maternity leave, may be making headway with the tech titan's turnaround, but she's not scoring many points with Yahoo employees now that she has essentially banned employees from working at home — and the backlash may even threaten to overshadow the progress she has made at Yahoo. In addition to company employees — many of whom rely on flexible schedules — working moms are also in an uproar because they believe that Mayer is setting them back by taking away their own flexible working arrangements, the LA Times reports. "When a working mother is standing behind this, you know we are a long way from a culture that will honor the thankless sacrifices …"
The Newspaper Association of America, the New York Times Co. and several other newspaper companies have filed papers in support of a lawsuit filed by the Associated Press against Meltwater, a company that monitors the media for corporate customers. The AP sued Meltwater U.S. Holdings Inc. and its Meltwater News Service in U.S. District Court for the Southern District in Manhattan last February, alleging that the company copies AP content and sells it to clients without paying AP licensing fees. The Times and other companies, including USA Today publisher Gannett, McClatchy and Advance Publications, said in court papers filed this week that their businesses would be jeopardized if Meltwater's activities were allowed to continue …
How specialized does a marketing services agency need to be to be considered a specialist in its field? The answers marketers gave in the 2013 RSW/US Agency-Marketer National survey might surprise you. "While we know first-hand that specialization is important — we see it every day when we represent agencies as their outsourced agency new business firm — the percentage of specialization an agency needs to have has always been somewhat of a wildcard," said Mark Sneider, owner and president of RSW/US. Surprisingly, close to 60% of marketers state that an agency only needs 50% or less of their business focused on a sector to be considered a specialist. And while marketers value specialization (77% say it's important), fewer of them …
The synergy between the consumer shopping behavior of showrooming and Internet product research, as well as digital advertising and online purchasing, is becoming increasingly pronounced and interdependent — and consumer electronics brands can benefit by adjusting their marketing strategies, according to a new study released this week by the Interactive Advertising Bureau (IAB). The new study explores the influence of mobile devices on the retail shopping process, general shopping behaviors in physical stores and online, and the broader showrooming concept. "Given these findings, more than ever mobile is the connective tissue in showrooming that is driving a more integrated shopping experience in the consumer electronics space. It has become an impactful ecosystem unto itself, with huge strategic implications for brands …"
According to a new World Vision study, conducted online earlier this month by Harris Interactive on behalf of World Vision, more than half of teens (56%) say social media sites like Facebook and Twitter have made them more aware of the needs of others — a huge increase from 2011, when just over 4 in 10 (44%) said their use of social media made them more aware. More than 2 in 3 teens (68%) say that, when it comes to helping those in need, adults don't do enough to set a positive example for teens. From now until April, some 200,000 teens will go hungry as part of World Vision's 30 Hour Famine (30HF) to raise funds and hunger awareness …
A high-stakes trial started this week to assign blame and help figure out exactly how much more BP and other companies should pay for the nation's worst offshore oil spill. U.S. District Judge Carl Barbier heard opening statements Monday and the first witness takes the stand today. Unless a settlement is reached, the judge — not a jury — ultimately will decide months from now how much more money BP and its partners on the ill-fated drilling project owe for their roles in the catastrophe. BP has said it already has racked up more than $24 billion in spill-related expenses and has estimated it will pay a total of $42 billion to fully resolve its liability for the disaster. But the trial attorneys hope to convince the judge that the company is liable for much more …
So hungry you could eat a horse? Chances are, if you've regularly consumed processed-meat products in Europe, you already have. Since Ireland published surprise DNA results on Jan. 15 showing that a third of frozen "beef" burgers in Ireland contained at least a trace of horse, food scientists in more than a dozen countries have found the animal trotting into products where it was never meant to roam. Daily revelations from an ever-increasing menu of supermarket, catering and restaurant goods have taught the world one lesson: When minced up with other meat or slathered with spices, consumers cannot tell equine from bovine in the food chain, an AP news release reports …
The Novo Group, an integrated corporate recruitment advisory firm that helps organizations attract top talent, recently surveyed executives and candidates to gain insights from both sides of the hiring equation. Findings from the survey results have been included in a report that provides a benchmark of current recruitment infrastructures, processes and metrics, along with recommendations on how to best apply these findings to improve human capital gains within any organization. "With corporate America leaner than ever, employed candidates are crunched for time. The reason many of them fall into the category of "passive" candidate is that they just don't have the time to actively pursue a career move. To connect with these candidates …"
With brand marketers always looking to get the most out of their advertising budgets, the Interactive Advertising Bureau (IAB) this week released A Comprehensive Picture of Digital Video and TV Advertising: Viewing, Budget Share Shift and Effectiveness, a Nielsen research study commissioned by the IAB investigating how moving dollars from TV ad budgets to digital media — especially digital video — affects reach and costs. The report reveals that a 15-percent shift in media spend to digital will drive a distinct increase in advertiser reach across verticals. "It's eye-opening to discover that viewers actually have an easier time naming the brand behind a TV commercial if they have had the opportunity to be introduced to the creative first on a digital screen. Marketers and media planners clearly need …"
Despite the much-heralded rise of social networking as a tool for building connections, most Americans feel it hasn't helped cultivate social ties. In fact, half (51%) say that social networking has had a negative impact on how people interact with one another in society. In a new study sponsored by New York Life, only 36% of survey respondents think social networking websites have improved their relationships with family and friends. "Most people can't avoid social media today, even if they want to. But this report reveals that many people have mixed feelings about social media's influence on their lives. The key is knowing how to use media like Facebook, Twitter and Instagram to foster happiness in your life and in the lives of others …"
The BBC is a bloated, top-heavy and poorly led corporation staffed by dull executives and backbiting journalists — and that's just what the company's leadership says. In 3,000 pages of emails and interviews published last week, the BBC's top officials have harsh words for the institutional culture of their respected media group, whose image has been damaged by a scandal over a top entertainer who police say sexually assaulted hundreds of women and children during his decades-long career at the broadcaster, an AP news release reports. "These documents paint a very unhappy picture," said BBC Trust chairman Chris Patten, whose criticisms were among the harshest. But he said in a statement that the taxpayer-funded corporation needed "to acknowledge these shortcomings and learn from them …
Big Data and other analytical tools have great potential to make governments more efficient and improve citizens' lives, particularly in health and public safety sectors. A new study released by the TechAmerica Foundation and commissioned by SAP AG, revealed that 87 percent of federal IT officials and 75 percent of state IT officials say Big Data can have real and immediate impacts on how governments operate. "The findings from this study underscore the infinite potential of Big Data and reaffirm the findings of our Big Data Commission. That governments can save money and improve their service to citizens is clear from this study but it's also clear that we must find ways to overcome adoption barriers — quickly …"
In this post-modern world where personal technology reigns supreme (particularly mobile devices), it is not outlandish to think that a smartphone or tablet can become your best friend. Just how intimately connected are we with our mobile devices? A new survey commissioned by Citrix found that Americans admitted to spending almost every waking minute with their devices, whether checking news and social media feeds first thing each morning, eating every meal with device in hand, or watching reality TV shows in secret. Like most close relationships, it's not all fun and games. The survey also highlights where the relationship between user and device can go south. "These survey findings confirm suspicions that most of us are rendered completely helpless when separated from our mobile devices …"
PR Newswire, together with its CNW and Vintage Filings divisions, recently announced the release of a new white paper, The Shareholder Confidence 365 Study, that explores how investors consume content provided by public companies. The study is an ongoing survey targeted to the three key constituents with whom public companies communicate: institutional investors, individual investors and the financial media. "Shareholder communications have not kept pace with the web, or more specifically, with the web technologies practices embraced by other corporate communication disciplines within an organization," said Bradley H. Smith, director of marketing for PR Newswire's IR and SEC Compliance services. "At the very crux of this is the investor relations website …"
U.S. shoppers earning at least $150,000 a year rank 16 mainstream retailers in the 2013 Luxury Consumer Experience (LCEI) survey jointly conducted by the New York-based Luxury Institute and Customer Culture Institute. Respondents evaluated national and regional department store brands, as well retailers of office supplies and electronics. Among national retailers, Lord & Taylor earns the highest (8.00) LCEI score, and ranks first on all seven subcomponents, which include shoppers' evaluations of staff, stores and degree of overall satisfaction. In electronics, Apple's LCEI score of 8.40 tops Best Buy's 6.97. Staples (7.31) is the clear winner in office supplies, ranked ahead of Office Depot (7.05) and OfficeMax (7.00). "Wealthy consumers don't confine their shopping to luxury retailers …"
The horsemeat scandal, which is currently escalating out of the UK, isn't the only food-related dirty laundry in the news this week — Oceana, the largest international advocacy group working solely to protect the world's oceans, has uncovered widespread seafood fraud across the United States, according to a new report released this week. In one of the largest seafood fraud investigations in the world to date, DNA testing confirmed that one third (33%) of the 1,215 fish samples collected by Oceana from 674 retail outlets in 21 states were mislabeled, according to Food and Drug Administration guidelines. "Purchasing seafood has become the ultimate guessing game for U.S. consumers. We need to track our seafood from boat to plate so that consumers can be more confident …"
Millennials have never known a time when their address book (and the world's information) wasn't at their fingertips, but today the dependence on mobile devices to manage all aspects of life spans every generation of women. BlogHer, Inc., a cross-platform media network and publisher for women, has released its second annual consumer electronics study (December 2012). The findings state that we are all the mobile generation now. Women of all ages were asked to describe when they buy electronic gadgets, what they love most about this constant companion, and what fears accompany their mobile dependence. Millennials are mobile natives, but money (or lack thereof) may keep them from living up to their early adopter reputation …
Two distinct types of organizations emerge from Symantec Corp's recent 2013 State of Mobility Survey — "Innovators," who readily embrace mobility, and "Traditionals," who are reluctant to implement it. Eighty-four percent of innovators are moving ahead with mobility, motivated by business drivers, and they are experiencing significant benefits. Traditional organizations are implementing mobility more slowly, largely in response to user demand, and are seeing both fewer costs and benefits. "Few issues command the attention of IT today like mobility. The difference in attitudes and results between the organizations that actively embrace mobility and those that are reluctant is significant. Organizations taking a proactive approach benefit much more than those that put it off …"
Google's stock price topped $800 for the first time this week amid renewed confidence in the company's ability to reap steadily higher profits from its dominance of Internet search and prominence in the increasingly important mobile device market. The milestone comes more than five years after Google's shares initially hit $700. But during the "Great Recession," Google's stock tumbled into a prolonged malaise that eventually led to a change in leadership. The company's resurgent stock is an implicit endorsement of co-founder Larry Page. He replaced his managerial mentor, Eric Schmidt, as CEO in April 2011. Google's stock has risen by about 35 percent since Page took over. By contrast, the benchmark Standard & Poor's 500 index has climbed by 15 percent over the same stretch …
Lego's sales soared 25 percent last year thanks in part to its new series of building blocks designed for girls. The Denmark-based privately owned company said this week that on revenue of 23.4 billion kroner ($4.2 billion), its net profits grew 38 percent, to 5.6 billion kroner ($1 billion). The company said the Lego Star Wars and Lego Ninjago series remained among the more popular, but it was a novel rollout for girls, Lego Friends, that sold better than expected — to the extent that production units were unable to keep pace with demand. The new line, which includes mini-figures in pink, a dream house with a pool, and a beauty shop, was criticized by some U.S. consumer groups as reinforcing gender stereotypes …
A probe into the overheating of a lithium ion battery in an All Nippon Airways Boeing 787 that made an emergency landing found it was improperly wired, Japan's Transport Ministry said this week. The Transport Safety Board said in a report that the battery for the aircraft's auxiliary power unit was incorrectly connected to the main battery that overheated, although a protective valve would have prevented power from the auxiliary unit from causing damage, an AP news release reports. Flickering of the plane's tail and wing lights after it landed and the fact the main battery was switched off led the investigators to conclude there was an abnormal current traveling from the auxiliary power unit due to miswiring …
The trauma is over for the passengers and crew members aboard the disastrous Carnival Triumph cruise, but the reputation-PR battle is just getting started for the company, and perhaps for the entire cruise industry. As memories of sewage-flooded rooms and hallways and long days and nights of desperation are hopefully fading away for those on board, the investigation now begins — a mechanical probe by the Coast Guard, the National Transportation Safety Board and the Bahamas Maritime Authority that experts say could last months. It will focus on the engine fire that knocked out power and plumbing, the NY Times reports. Even as passengers praised the crew for patience, some scoffed at the $500 they were given by Carnival for their ordeal …
Yahoo is renovating the main entry into its website in an effort to get people to visit more frequently and stay longer. The long-awaited makeover of Yahoo.com's home page is the most notable change to the website since the Internet company hired Marissa Mayer as its CEO seven months ago. The new look debuted this week in the U.S., although it could take a few more days before everyone starts to see it. It's the first time Yahoo has redesigned the page in four years. In that time, the company has seen its annual revenue drop by about 30 percent from $7.2 billion in 2008 to $5 billion last year as more online advertising flowed to rivals such as Google and Facebook …
The horsemeat scandal rocking Europe enveloped another company this week as Nestle recalled its packaged beef pasta products from European store shelves. With a fifth of adults surveyed now saying they are buying less meat as a result of this scandal, companies need to understand the relationships up and down the entire chain of production, from the farm to the table, now more than ever before. In a trend that is good for the fresh protein business, American consumers are eating in more, continuing behaviors adopted during the recession. Meat, poultry and seafood are all on the table, but consumers are choosing less expensive cuts of meat, stocking up on sales, and looking for deals …
Aquent, a global staffing organization dedicated to marketing, creative and digital professionals, this week announced the results of the study, Planning for Mobile Marketing Success Through Smart Staffing, commissioned with Forrester Research. The study found that demonstrating the ROI of mobile marketing is the top concern of marketers planning to grow marketing programs. In addition, marketers indicated a struggle with accurately staffing for mobile campaigns — in fact, few organizations have a full-time employee dedicated to driving mobile marketing initiatives.The results of the survey revealed that mobile marketing strategies are still in the early stages of development for many companies, with more than two-thirds of respondents indicating that they had a mobile strategy in place for two years or less …
Nike distanced itself from Olympic athlete Oscar Pistorius this week after the South African sports star was charged with murder in the shooting death of his girlfriend. Pistorius' agent has canceled the athlete's future scheduled race — and the athletic-gear retailer said it has no plans to use him in future ad campaigns. It's a familiar predicament for Nike — the retailer dropped Lance Armstrong in October 2012 after charges of widespread doping on his cycling teams. But Nike stood by golfer Tiger Woods after he admitted to infidelities and went to rehab for sex addiction, and restarted a relationship with football player Michael Vick once he had served time for illegal dog-fighting …
Nestle has become the latest company to pull some of its products off European shelves after they were found to contain undeclared horsemeat — forcing the company into a tight PR spot. The company said in a statement this week that it withdrew some of its beef pasta ready meals from sale after tests conducted two days earlier detected horse DNA. Nestle said it increased its surveillance after reports emerged last month of mislabeled products being sold in Britain, an AP news release reports. "Our tests have found traces of horse DNA in two products made from beef supplied by H.J. Schypke. The levels found are above the one-percent threshold …
BP acknowledged this week it had failed to reach a settlement in advance of next week's civil trial on the Deepwater Horizon accident and is ready to defend itself vigorously against allegations of gross negligence in the U.S.'s biggest environmental disaster. Rupert Bondy, the group's general counsel, said in a statement that settlement demands were "not based on reality or the merits of the case." The company said it was confident and ready to move to trial, an AP news release reports. "Gross negligence is a very high bar that BP believes cannot be met in this case," Bondy said. "This was a tragic accident, resulting from multiple causes and involving multiple parties …"
Somebody hacked Burger King's Twitter account this week, posting obscene messages and changing its profile picture to a McDonald's logo. The tweets stopped after a little more than an hour, and Burger King said it had reached out to Twitter to suspend the account, a news release reports. Burger King, which usually tweets several times a week, typically does so to promote sales on chicken sandwiches, or to ask questions such as how many bites it takes to eat a chicken nugget. But just after noon ET on Monday, someone tweeted via Burger King's account, "We just got sold to McDonalds!" They also changed the icon to rival McDonald's golden arches …
National Rifle Association leader Wayne LaPierre renewed his call last week for armed guards in schools and urged gun owners to "stand and fight" for the Second Amendment. In a speech billed as the NRA response to President Obama's State of the Union call for new gun regulations, LaPierre noted in remarks to the National Wild Turkey Federation in Nashville that the speech didn't mention school security. He dismissed Obama's calls for background checks for all firearms purchases and bans on assault weapons and ammunition magazines that hold more than 10 rounds, an AP news release reports. "We will not be duped by the hypocrisy in the White House or the Congress who would deny our right to semi-automatic technology …"
Carnival Cruise Lines' CEO is apologizing to guests for the poor conditions aboard the disabled ship that was adrift at sea for days. Gerry Cahill said at a news conference Thursday night as the Triumph was docking in Mobile, Ala., that he appreciated the patience of the 3,000 passengers on board. He says Carnival prides itself on providing people with a great vacation "and clearly we failed in this particular case." He made the comments before going aboard the ship to personally apologize to passengers, reports an AP news release by Jay Reeves. Meanwhile, passengers were thrilled to finally escape the disabled Carnival cruise ship Triumph and were on the move Friday …
NetBase, a social intelligence company, recently released a new survey revealing the conflicting consumer awareness and attitudes about social media listening. The survey of 1,062 U.S. adult consumers, ages 18-55+, conducted by the J.D. Power Panel, found that while 51 percent of consumers want to talk about companies without being listened to, 58 percent want companies to respond to their complaints shared on social media. "It's really important that marketers consider these findings when developing social media strategies. The companies that take the time to understand what customers are saying, and engage in a way that considers context and builds relationships, are the ones that will benefit from social listening and engagement …"
Amazon extends its domination of e-retail into the mobile platform, according to the ForeSee Mobile Satisfaction Index: Holiday Retail Edition, recently released by customer experience analytics firm ForeSee. In a survey of more than 6,200 consumers collected during the peak holiday shopping season between Thanksgiving and Christmas, the retail juggernaut scored highest among 25 of the top mobile commerce companies. The report shows that consumer satisfaction with the mobile retail experience is improving, as the Index climbs two points since last holiday season to 78 on a 100-point scale. Amazon tops the list at 85, with Apple (83), and QVC (83) close behind. Rounding out the top five are NewEgg (80) and Victoria's Secret (80) …
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