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Public Relations & Social Media Insight
Social media, PR insight & thought leadership - from The PR Coach <a href="<a href="http://www.theprcoach.com" rel="nofollow">http://www.theprcoach.com</a>" rel="nofollow"><a href="http://www.theprcoach.com" rel="nofollow">http://www.theprcoach.com</a></a>
Curated by Jeff Domansky
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Just 11% of people expect to receive customer service via social media

Just 11% of people expect to receive customer service via social media | Public Relations & Social Media Insight | Scoop.it

An inevitable consequence of the push to achieve sales through multiple channels is that businesses must also be prepared to deliver multichannel customer service. But is social there yet?


An inevitable consequence of the push to achieve sales through multiple channels is that businesses must also be prepared to deliver multichannel customer service.


Poor levels of service can ruin the overall shopping experience and mean that the customer is lost forever, so online, in-store, mobile and all other channels must work together to deliver an excellent overall customer experience.New research from eDigitalResearch examined how consumers prefer to contact companies and then compared the various response times and satisfaction levels.


The survey asked more than 2,000 UK respondents how they expect to be able to contact a business - 92% selected email, followed by telephone (71%) and by post (45%). Fewer than one in four (22%) said live online chat and just 11% said social media....

Jeff Domansky's insight:

From the research, it looks like consumers have low expectations of "social service" and companies are doing their best to keep those expectations low by not delivering very well.

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Irrelevant Content Is Killing the UX - 'Net Features - Website Magazine

Irrelevant Content Is Killing the UX - 'Net Features - Website Magazine | Public Relations & Social Media Insight | Scoop.it

The 2013 Online Personal Experience study, which was conducted by Harris Interactive on behalf of Janrain, reveals that 74 percent of online consumers get frustrated with websites when content is displayed (such as offers, ads and promotions) that has nothing to do with their interests. In fact, the study found that 28 percent of respondents would give up social networks for a week, 25 percent would give up chocolate for a month and 21 percent would give up their smartphone for a day in exchange for relevant content on all of their favorite websites.


Perhaps the study’s most interesting stats, however, show that people are more annoyed by irrelevant political ads than anything else. For example, 67 percent of adults would lose their patience and leave a website if an ad appeared asking for donations from the political party that they dislike the most. That said, just 57 percent of respondents would leave a site if they were married and shown ads for a dating service, while 50 percent would leave if shown a recommendation to purchase underwear for the opposite gender....

Jeff Domansky's insight:

Research shows irrelevant content will cause high-level user or visitor dissatisfaction.Target your audience better or pay the price. And, while you're at it, chuck the marketing crap.

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30+ compelling mobile search statistics

30+ compelling mobile search statistics | Public Relations & Social Media Insight | Scoop.it

Mobile search is an unavoidable part of digital marketing as if brands don't adapt to consumer behaviour then they risk becoming sidelined if their competitors are faster to react....


Google has already predicted that mobile search will overtake desktop in the next few years, so businesses should really already have a mobile search strategy in place.But don't just take Google's word for it. Here are 30 compelling mobile search stats to help make up your mind...


Use of mobile search


A comScore study found that the total number of US searchers using mobile phones grew 26% between March 2012 and December 2012, from 90.1 million to 113.1 million searchers....

Jeff Domansky's insight:

Get your mobile mojo working or risk losing customers or falling behind your competitors.

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Andy Birkitt's curator insight, August 15, 2013 10:29 AM

Google has already predicted that mobile search will overtake desktop in the next few years, so businesses should really already have a mobile search strategy in place.

Ali Anani's curator insight, August 16, 2013 12:52 AM

New trends for business emerge

Ouida Sparkman's curator insight, August 16, 2013 12:30 PM

Is your blog responsive to a mobile search?

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12 Ways to Optimize Press Releases & Avoid Google Penalties

12 Ways to Optimize Press Releases & Avoid Google Penalties | Public Relations & Social Media Insight | Scoop.it

Google now calls links in press releases "unnatural" and is mandating nofollowing them. Even though Google took away the anchor text links in press releases (and guest posts and articles), there are still press release optimization opportunities.


Google's most recent update to their defintions of link schemes sent shockwaves through the SEO and online PR world; a real downer to link building strategists.


It's true: the world's largest search engine called links in press releases "unnatural" and is mandating nofollowing them. What does this mean to organizations using press releases to gain digital visibility in search and social?For brands publishing a press release or an article on your site and distributing it through a paid wire service, such as PR Newswire, Business Wire, Marketwire or through an article site, you must first make sure to nofollow the links if those links are "optimized anchor text."


Is This a Big SEO Deal? Yes. No. Maybe.


Google has been slowly squeezing the SEO life out of press releases for a while now.


"In 2006 online press releases were amazing for SEO. In 2013? Not so much," said Joe Laratro, SEO expert and PubCon lead moderator. "Online press releases have had very little value in terms of links and content over the past few years – I would say it had been steadily declining. However, I still thought it was a good part of a large organic link building strategy until the new guideline changes."...

Jeff Domansky's insight:

So there. The sky is not falling but the landscape is changing and the ways to get better news release results need revamping.

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Apple's Charger Take-Back Is a Model for Ongoing Brand Engagement - Ad Age Mobile

Apple's Charger Take-Back Is a Model for Ongoing Brand Engagement - Ad Age Mobile | Public Relations & Social Media Insight | Scoop.it

Apple's deal to take back non-brand phone chargers is not only brilliant crisis PR, it's a model for engaging consumers.


Apple has asked customers to trade third-party USB power adapters for a nearly half-off discount on its branded accessory. This comes after a Chinese flight attendant was reportedly electrocuted last month while using an iPhone as it was charging. The take-back program has been hailed as a brilliant PR move to defend Apple's brand, because it shifts blame to a charger unsanctioned by the company, though investigators haven't confirmed that conclusion.


There's a bigger idea here, though, that makes this program a model for brand engagement overall....

Jeff Domansky's insight:

I'm not sure I'd call this brilliant "PR" but it's definitely smart guerrilla marketing or maybe brandjacking would better describe it? It is a very interesting and useful reminder of a response or real-time.

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Cold Calling Is Dead, Thanks To LinkedIn

Cold Calling Is Dead, Thanks To LinkedIn | Public Relations & Social Media Insight | Scoop.it

...Calling somebody cold.Out of the blue. No referral. No information. No relationship. No trust. No credibility. No rapport. No introduction. No qualification. Just cold.


Why would anybody with half a brain and bills to pay ever do that?


Then I read more of his article and found he made some pretty good points and I cooled down a bit....

Jeff Domansky's insight:

How LinkedIn is changing sales forever.... 

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Viral Video Marketing 101: A Look Into "The Science of Sharing" - Business 2 Community

Viral Video Marketing 101: A Look Into "The Science of Sharing" - Business 2 Community | Public Relations & Social Media Insight | Scoop.it

Earlier this July, video technology company Unruly released the results of its 20-page study, “The Science of Sharing,” measuring the viral effects of 12 Super Bowl commercials. Using a complex algorithm from their sharing analysis tool, ShareRank, Unruly was able to identify the parts of each video that triggered the strongest viewer responses, and grade the advertisements on their overall shareability (see below). By doing this, Unruly was able to give an in-depth look at why some viral ads perform well online, while others don’t. ...

Jeff Domansky's insight:

This research into measuring why things go viral will be great cocktail party conversation for marketers.

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malek's curator insight, August 10, 2013 1:33 PM

What makes a 30 second commercial tick? a major dilemma for years. Here's a sophisticated algorithm to guage

* psychological response and

* social motivation

 Videos with the most shares typically trigger several strong emotional responses, coupled with multiple social motivations for sharing.

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Show's over for TV: Adults set to spend more time using digital media than watching television by end of year, claims study

Show's over for TV: Adults set to spend more time using digital media than watching television by end of year, claims study | Public Relations & Social Media Insight | Scoop.it

The show's over for TV: Adults set to spend more time using digital media than watching television by end of this year, claims study.


People will soon be spending more time using their smartphones and tablets for surfing the web, checking social networks and playing games than they do watching television, new research has found.The average adult will use a mobile device for five hours a day compared to just four and half hours watching television.A US marketing company has claimed the tipping point when digital devices surpass the popularity of TV will come later this year....

Jeff Domansky's insight:

Social has arrived... 

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The Fake Corporate Twitter Hack #Fail

The Fake Corporate Twitter Hack #Fail | Public Relations & Social Media Insight | Scoop.it

Chipotle was the latest brand to engage in a “fake Twitter hack” marketing stunt, following in the footsteps of MTV and BET a few months ago. The intention behind these stunts is to clearly boost fans and followers for their brands, but, unfortunately, exposes a major flaw in how brand see their customers and how their perception of social is flawed. Furthermore, these types of theatrics deter from the game-change possibilities of how brands and customers can build mutually beneficial and long lasting relationships through these platforms...

Jeff Domansky's insight:

The problem with "faking" as a branding or marketing strategy is that it eventually dilutes or negatively impacts your brand or reputation or worse. A great brand is honest, true and trustworthy.

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5 Tips Every Content Curator Needs to Write Better Calls-to-Action

5 Tips Every Content Curator Needs to Write Better Calls-to-Action | Public Relations & Social Media Insight | Scoop.it

Calls-to-action (CTAs) are among the most neglected of content marketing components — in both curated and created content. Yet, they are also among the discipline’s most essential features in terms of providing brand value. These simple, yet targeted, phrases are directly responsible for encouraging your audience to take a next step toward becoming a loyal customer, such as downloading your white paper, following you on Twitter, registering for your webinar, or sharing your content with a friend or colleague.


Without a call-to-action, content marketing efforts amount to little more than writing exercises. It’s not enough to publish useful information; you want readers to engage with you and take an action that will provide value for your business. Here are a few examples:...

Jeff Domansky's insight:

How to get better content, marketing and blogging results with calls to action.

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The Missing Piece of Your Social Media Marketing Strategy | Social Media Today

The Missing Piece of Your Social Media Marketing Strategy | Social Media Today | Public Relations & Social Media Insight | Scoop.it
Even if you’ve spent countless hours and dedicated resources to developing a thorough social media marketing strategy, you may find that you have overlooked some small, yet critical elements that could end up handicapping your efforts. For this reason, it’s always a good idea to get a second set of eyes to look over your internet marketing strategy, particularly a social media agency (heck, even having a friend look over it may dig up some missing elements).Mashable recently shared some of the most common elements missing from a social media marketing strategy. Check out some of these oversights below to see if your strategy needs some tweaking:...
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ModCloth Hits $100 Million In Revenue, Gives Social All The Credit

ModCloth Hits $100 Million In Revenue, Gives Social All The Credit | Public Relations & Social Media Insight | Scoop.it

The 'love' button may be the most-clicked on ModCloth's platform. But with $100 M in 2012 revenue, 'checkout' is a close second....


“The ‘love’ button is the most used button on our site,” ModCloth CEO Eric Koger told me this June on a visit to the East Coast from the company’s San Francisco HQ. Tuesday’s announcement that the company he founded back in 2002 with wife Susan Gregg Korger has reached $100 million in 2012 revenue makes another thing clear: the check-out button is closing in on ‘Like’ for number one.


ModCloth’s commitment to a mobile-first, unabashedly social strategy is credited with getting them to the $100 million mark according to today’s press release. According to the founders nearly a third of their traffic is same-day repeat traffic, meaning they’ve visited the site more than once a day as a result of a roll-out of a slew of social features over the past 12 months. Among them: a virtual buyer program that allows users to vote samples into production and a style gallery of user-submitted photos that’s turned the e-commerce platform into its own internal social network. Since its launch last year more than 6,000 outfit photos have been shared through the site....

Jeff Domansky's insight:

Here's a big social business success story with lots of valuable social marketing lessons.

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Sick of Stock Photos? Use Memes to Liven Up Your Content. - Business 2 Community

Sick of Stock Photos? Use Memes to Liven Up Your Content. - Business 2 Community | Public Relations & Social Media Insight | Scoop.it

...So even if you don’t “do” Pinterest or Instagram, your content needs to have some kind of visual element if it’s going to rack up likes and shares. This is, of course, great news if you’re naturally creative with visuals… 


But if you’re like me, it means you’re likely to be stuck with stock photography. As Seinfeld would say, “not that there’s anything wrong with that,” but when you pull up “happy-woman-at-computer.jpg” for the umpteetnth time, you start looking around for something with a little more pizazz.


Enter the meme. If you’ve never heard of memes (pronounced meemz), I guarantee you’ve seen at least one. They’re those funny images you see all over Facebook, Twitter and elsewhere on the inter-tubes with different messaging embedded. One of my favorites is the Boromir ”One Does Not Simply …” image from Lord of the Rings that I’ve included above. Look familiar?


The good news is that you don’t need Photoshop to create and share your very own memes—just an Internet connection. There are several (free) meme creation websites out there; I’m partial to memegenerator.net, which is super-easy to use...

Jeff Domansky's insight:

Good tip for better visual marketing and the suggestion of the meme generator tools is a good one. You too can create your own memes but do it judiciously or you'll just look silly and certainly not get results.

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Darrin Donahoo's curator insight, November 2, 2013 2:58 PM

Here is a perfect example on how people are trying to get away from tradition advertising and using memes

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Big Data Is About To Produce A Whole Bunch Of Google-like Companies — Here's How

Big Data Is About To Produce A Whole Bunch Of Google-like Companies — Here's How | Public Relations & Social Media Insight | Scoop.it

Why are techies and scientists so excited about big data? It allows us to identify patterns and predict things like never before.

Jeff Domansky's insight:

Here's a few thoughts about big data and why it should matter to you.

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Mick Holloway's curator insight, August 18, 2013 8:33 AM

Nice examples of what Big Data is and why it matters.  And its not a Techie article either :D

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60 of the best global PR blogs

60 of the best global PR blogs | Public Relations & Social Media Insight | Scoop.it

Today, after lots of messing around with data, we’re pleased to be publishing an Inkybee view of 60 of the best PR blogs in the world.


Why? Well, everyone loves a list. And, there are certainly a few of similar lists about at the moment. But, as far as we’re concerned, the primary reason for doing this it to experiment a bit with the powerful technology behind Inkybee.


Last month Cision published a list of their Top 50 PR blogs and earlier this year PRWeek published their “Powerbook” of the most influential practitioners in the UK PR industry.


We’re not competing with these publications and we’re definitely not proclaiming that this list is the definitive list of the best 60 public relations blogs on the planet. Quite the opposite. We recognise that this is a subjective process and ranking could be done in many different ways. We have been through a rigorous, objective methodology which we’ve detailed separately, but it can never be definitive. Plus, we have focussed sharply on “Public Relations” to the exclusion of blogs with wider coverage of marketing and social media....

Jeff Domansky's insight:

Check out (cough) Number 17! LOL. Great PR resource.

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What Can Social Media Do For A Traditional Brand?

What Can Social Media Do For A Traditional Brand? | Public Relations & Social Media Insight | Scoop.it

The 80-something year-old Hambletonian harness race leveraged social media marketing to infuse new enthusiasm for the race and sport. Jason Falls reviews the Hambletonian Society’s efforts.Last weekend’s Hambletonian gave us an interesting look at social media. Odd that we’re talking about social media and an 87-year-old harness race – a sport most associate with 70-something New Jersey retirees – but that’s kind of the point.


This year, for the first time, the Hambletonian made a focused effort on social media to re-ignite enthusiasm for the event – harness racing’s version of the Kentucky Derby – and even for the sport itself.Leveraging a compelling content marketing effort, blogger and traditional media outreach and social network activity including Tumblr, Facebook, Twitter, YouTube and Instagram, the Hambletonian Society established a respectable benchmark in social.


While they were at it, they may have hooked a portion of a vast new audience on harness racing in the process.Instead of getting fed a lot of metrics from the Hambletonian team (I was one of the bloggers they outreached to for help spreading the word about the event), I decided to look at the aftermath from an analyst’s perspective. If their goal was reach and awareness, they did a nice job....

Jeff Domansky's insight:

Harnessing social media: an interesting case study that shows you should never present the social marketing can work for you, your business or your industry..

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Google update has not killed press releases or PR Agencies its just killed crap content and spammy writing | 10 Yetis

Google update has not killed press releases or PR Agencies its just killed crap content and spammy writing | 10 Yetis | Public Relations & Social Media Insight | Scoop.it

10 Yetis Vents - Google update has not killed press releases or PR Agencies its just killed crap content and spammy writing.


Right now the interwebs are full of "Google has killed PR Agencies/press releases" stories. These all relate to big G's latest update that talks about its crack down on keyword optimised press releases and the need to use no-follow links in stories that PRs push out.


Whether it is emails from nervous clients wanting clarification on the situation, or people on Twitter sending me DMs asking if I have seen various stories (because we set our stall out around being very SEO savvy), it is really up in my grill right now.


Not many public relations professionals have put their head above the parapet and come out with their take on this, so I thought I would give it the first shot....

Jeff Domansky's insight:

10 Yetis analysis will help you refocus your news release efforts. Recommended reading for PR and marketing people.

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Julia Chandler's curator insight, August 14, 2013 4:57 AM

Overview of the recent google changes - clearest one I've seen so far

Jeff Domansky's comment, August 14, 2013 2:17 PM
Totally agree Julia, this was a useful overview.
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Customer experience extends far beyond customer service

Customer experience extends far beyond customer service | Public Relations & Social Media Insight | Scoop.it

How clients interact with a brand has changed significantly. Now the customer experience extends far beyond customer service, and so it should....


If you didn’t know better you could be forgiven for thinking that the line was for an über cool nightclub. World class underground House music is pumping from the speakers and there is a doorman looking after the crowd outside. Unlike a nightclub doorman though, he is offering free gelato taste tests to help ease the decision making process once inside.


Even if you can’t make it to Surry Hills or Darlinghurst on a chilli winters night, the customer experience extends across the globe via their popular Facebook page. Messina’s Facebook audience enjoys (amongst other things) a personalized level of social media customer service that makes them feel like they are part of the brand. I guess you get the idea. Messina is nailing their customer experience.Forrester Research’s study ‘The State Of Customer Experience Management‘ suggests that over 90 percent of companies rate customer experience as a top priority moving ahead.


So what separates customer experience from customer service and what can your business do to improve your customer experience?...

Jeff Domansky's insight:

Here's a great case study and how one gelato maker takes customer experience to a business building high.

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About Me social profiler tool | Creative Agency Secrets

About Me social profiler tool | Creative Agency Secrets | Public Relations & Social Media Insight | Scoop.it

Integrate your online profiles from social platforms into a single summary page using About Me.We’ve all got accounts on heaps of different social sites – here’s one that pulls together your wide range of accounts into a single page that is all “About Me“. Which is coincidently the name of the service. Tony Conrad – Founder of About Me Its service is a single page summary of your desired public profile, plus links to other places online where people can connect to you. Using a simple templated layout with strong graphics and use of imagery and customisable background colours, its easy to set up and create an unique, professional-looking page....

Jeff Domansky's insight:

Don't forget About Me. It's a great way to coordinate and integrate your various social media profiles for easier search and presentation.

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This Is the World's First Banner Ad

This Is the World's First Banner Ad | Public Relations & Social Media Insight | Scoop.it

In anticipation of The Mashies, Mashable is running a weekly series celebrating some advertising "firsts." Watch for new installments in the series every week. As opposed to other advertising "firsts" like the first TV ad or the first print execution, bringing banner ads into the world seems like a dubious accolade.


Joe McCambley, the guy often credited with inventing the ad unit in October 1994, is somewhat conflicted about it. He recently wrote a Harvard Business Review op-ed arguing that after a promising debut, banners were a spent force by 1998: "We were back to delivering what TV spots, radio spots, and print ads had delivered for years: sales messages," he wrote. "The rest, as they say, is history."...

Jeff Domansky's insight:

Here's an informative look at the world's first banner ad.

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Warning! This Copywriting Article Contains a Really, Really Bad Word - Business 2 Community

Warning! This Copywriting Article Contains a Really, Really Bad Word - Business 2 Community | Public Relations & Social Media Insight | Scoop.it

In copywriting, the word ‘we’ is a really, really bad word. But why is ‘we’ a really, really bad word? It’s because it’s used when we talk about ourselves, about our business. But guess what! Your customers and prospects don’t want to hear about you, they want to hear about them. They want to know that you understand their problems, their needs and they want you to show them how rosy their future will be once they’ve bought your product or used your service.


So here’s what you do. Go through all your emails, your website, your leaflets and cut out the word “we”. Change the sentence so it focuses on your customer or prospect by using the word “you”. Do this on all you copywriting, even on your About Us page on your website. Tip: Show them how you can solve their problems don’t talk about your XX years’ experience or your awards.

Jeff Domansky's insight:

Good reminder for bloggers, writers and content marketers. 

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Strong Brands Always Have More Brand Credits Than Debits: A Starbucks Lesson

Strong Brands Always Have More Brand Credits Than Debits: A Starbucks Lesson | Public Relations & Social Media Insight | Scoop.it

The Starbucks Coffee marketing research department is kept busy providing oodles and oodles of insights into the Starbucks brand through yearly brand audits. And take it from this former long-time Starbucks marketer: The company learns a lot from these studies.


However, when it comes to measuring and managing the Starbucks brand on a daily basis, the Starbucks marketing department generally relies on a much simpler method—a brand checkbook.


Just as your personal checkbook has credits and debits, a brand checkbook has credits and debits in the form of brand credits and brand debits. "Brand credits" are business activities that enhance the reputation and perception people have of a brand, and "brand debits" are those that detract from the reputation and perception of the brand....

Jeff Domansky's insight:

How Starbucks measures up using the simple concept of "brand credits and debits." Very interesting concept worth exploring.

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Craig S's curator insight, August 7, 2013 3:24 AM

I think this thing is cool

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6 Components of a Successful Digital Marketing Audit

6 Components of a Successful Digital Marketing Audit | Public Relations & Social Media Insight | Scoop.it

As digital communication continues to explode more organizations are recognizing its importance within the marketing mix. In order to develop strategy and allocate resources business leaders need to understand the effectiveness of their existing digital initiatives. A great way to do this is to conduct a digital audit – a study of your brand’s digital presence (on its own and in relation to your competitor set) across six key areas: Reach, Architecture, Content, Conversion, Integration and Measurement.


Before launching the digital audit it’s important to establish basic criteria with respect to rating status, structure and performance. To help guide next steps set up a simple decision filter that will aid in prioritizing your findings. One simple way to do this is to assign a color coding systems as follows...

Jeff Domansky's insight:

Valuable blueprint for measuring digital marketing ROI...

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WEDCBiz's curator insight, August 1, 2013 12:08 PM

This is a good way to make sure that you are using social media effectively.

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Statistical Proof Is Piling Up That Apple's Ads Are Failing

Statistical Proof Is Piling Up That Apple's Ads Are Failing | Public Relations & Social Media Insight | Scoop.it

Apple's new ads are failing.


Here are the 10 most effective ads of Q2 2013, according to Ace Metrix, a company that measures audience responses to commercials. The No.1 spot was by AT&T, advertising a Samsung Galaxy S4 Active, which can survive being dunked in a fishbowl. Samsung's own ad for the GS4 came in at No.8


Apple wasn't on the list...

Jeff Domansky's insight:

The new Apple advertising sucks especially in comparison with major competitor Samsung. In my view, their ads totally forgot about their core high tech, gadget-fascinated, cult followers. People buy Apple because of the design and features and these are nowhere to be seen in the new "corporate" ads.

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Why shouting about discounts won't satisfy your customers | MyCustomer

Why shouting about discounts won't satisfy your customers | MyCustomer | Public Relations & Social Media Insight | Scoop.it

‘We beat internet prices’ – good or bad marketing slogan? According to Forrester analyst Adam Silverman, such claims are ‘antiquated and add little value to customers’. “Instead of simply stating you beat your competitor’s prices, employing strategic pricing and customer engagement initiatives creates real distinct value to your customer,” he said.

Jeff Domansky's insight:

A better product, strategic pricing and better service will win customers according to Forrester.

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