Webrooming – a new addition to the retail marketing language

We set the clocks back on Sunday, and while I enjoyed an extra hour of sleep, it didn’t last long as the sounds of glee came from my kids when they saw all the big toy books in the newspaper. They still hadn’t eaten all their Halloween candy yet, but Christmas lists are hot on their minds. It’s not just the kids, holiday marketing is in full force. Decorations were up in stores, while last minute candy was bought on October 31st. The fourth quarter has always been the biggest time for...

Disney shows how mobile engagement is your key to the kingdom

I recently took a long overdue vacation to the happiest place on earth – Walt Disney World®. Despite my first-hand awareness of how mobile enhances overall customer engagement, demonstrated by the successes achieved by SoundBite clients, I was still impressed with Disney’s effective use of mobile and how much it contributed to my overall experience. Disney’s proactive outreach to me started long before I arrived at the resort.  I received several personalized communications via...

Use mobile marketing to fill your cart

The grocery industry and consumers’ path to purchase have changed dramatically in the past decade. Gone are the days of a single weekly trip to your local supermarket, as U.S. households now spread shopping trips out between a mix of membership clubs specialty grocers like Trader Joe’s and Whole Foods, traditional grocers like Kroger and Publix, and big box retailers like Meijer Supercenters, Target, and Wal-Mart.  Add in the fact that frequent shoppers use a multitude of new,...

5 customer communication facts that should be heard

Truly listening to the customer is paramount. The ability to do so will help deliver the best customer experience, which is critical in today’s competitive environment. This is not always easy in a world where customers interact with companies through a variety of channels- be it voice, text, email, or web. Recently reviewing the Convergys 2011 UK Customer Scorecard, I was struck by the clear opportunity companies have to shape the customer experience in an evolving, multi-channel world....

Once the bandwagon, now the band

As I boarded my first connecting flight last week for the 2011 Debt Connection Symposium, (Why can’t I find any good direct flights from Boston to Vegas?  A topic for another blog I guess), I could see that what was once a catch phrase is now reality.   Cloud solutions have not only gained popularity, but they are now prevalent.   

Companies like Apple, Google, Oracle, HP, even the federal government,...

Are your holiday marketing programs getting you the results you desire?

Retailers plan year round for the holiday season. With strategies and plans laid out, it’s easy to think that everything is settled for the remainder of the year.  Particularly in the case of mobile and multi-channel marketing, a six-month stretch is far too long not to revisit and reevaluate existing plans. Best practices are updated, and new technologies emerge that can increase sales and customer loyalty. So if the opportunity arises to re-examine holiday marketing tactics, my...