|
(view web version)
 |
|
|
|
| |
In the last few editions, you have heard from CRMAdvocate readers who believe the results of the study that word-of-mouth opinion sharing (WOM) is declining. And they believe the reason is the economy (also read more PBJ, less WOM).
However, other readers are suspect. Another CRMAdvocate reader added, "I have a hard time believing the WOM is on the decline, and if it is, I don't buy the argument that the economy is to blame. I'd like to know how the question was worded. Did it include social media as a WOM outlet? In one week I see more product and brand opinions from my Facebook friends than I would get in a year by traditional WOM. Consider also the new WOM. Just look at product feedback on Amazon.com and know that people are ready, willing and able (more able than ever before) to share opinions and experiences. This may not qualify as true WOM but it is a sign that the feedback mechanisms have shifted. If people aren't directly sharing through traditional WOM, they are doing it in other ways - and to a wider audience."
According to the report summary (see Fast and Furious) WOM Champions are defined as "consumers who describe themselves as often having conversations within their social networks of family and friends about their experiences with brands." The inference to social networks suggests the lightning fast and furious use of Facebook, Twitter, and the like. However, might some people consider a social network something more old-fashioned? Or both?
What's your take?
. . . . . Gary Lemke, Chief Customer Advocate
|
|
 | Recent Editions of CRMAdvocate
|
Lasting Impressions:
Since we cannot know all that there is to be known about anything, we ought to know a little about everything.
-
Blaise Pascal
|
|
| |
|
|
|
|
 What's New in CRM
Enterprise Feedback Management: Dead or Alive?
Are the wheels coming off the EFM wagon? A term coined by founder of survey vendor Perseus Carl Henning in 2004, ‘enterprise feedback management’ – or EFM – is a moniker that has since been adopted by many vendors. EFM has subsequently grown into a competitive market, valued at around $250-300 million, with strong growth forecast for the future. But as with any field, it’s not all sunshine and lollypops. The EFM vendor landscape has been described as crowded and immature, while the term itself has been lambasted for being "unsexy". However, recently much more serious criticisms have been levelled at EFM. . . .more >>
Nimble Launches Company-Wide Social Relationship Manager
Nimble announced the launch of its team version, laying the foundation for its Social Business vision. The new functionality enables entire groups, departments and companies to listen and engage with their social community, to collaborate and work more effectively together, and to jointly grow their business. The collaborative functionality provides small businesses with the tools to participate in transparent, customer-centric dialogues that channel social conversations into the company, allowing all employees to engage in relationships that lead to business growth.” . . .more >>
Socially Graceful CRM?
Nearly a decade old, social media has proven itself much more than fad; instead, it is an ever-increasing hub of interactions and opportunities, especially for businesses. So now that everybody knows Facebook and Twitter aren’t going anywhere, and data are readily available, how can businesses best leverage the technology on which consumers spend about 700 billion minutes per month? One thing not to do, according to the experts, is commit the mistake that most companies make: Set up a Facebook fan page or Twitter account and put it on autopilot. . . .more >>
VirtuOz Announces Availability of New Release
VirtuOz announced the availability of its Spring´11 release delivering best practices across intelligent virtual agent development, deployment, and optimization. In addition, the release introduces VirtuOz Virtual Agent Optimization, an on-going monthly service delivered by VirtuOz domain experts who monitor and continuously improve virtual agent performance as a business changes. . . .more >>
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| |
|
|
OUR TAKE -
The WOM Shift
