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Archive for January, 2011

Do we only need to market to influencers?

Wednesday, January 19th, 2011 by Danny Rippon

A recent conversation with someone who is heavily engaged in social media and influenced by on-line conversations, left me shocked but also enlightened.

I simply asked, ‘How do you choose the products you’re going to buy, and which recommendations do you base your decision on?’ The response I got was, ‘Forget Facebook, when I log in there are so many recommendations I select-all, then delete everything. I make a short list of potential brands, do some research on-line, read some of the recommendations on-line, and then call up someone I know who has knowledge on the product. Or I call up the supplier, or go into a shop to speak to someone.’ (more…)

The customer experience in a multi-channel world

Friday, January 7th, 2011 by Danny Rippon

A recent claim by Gartner got me thinking. The analyst group states that Social CRM application spending will grow at a faster rate than traditional CRM. But as businesses become increasingly enamoured with Social CRM, how does this affect the need to deliver a true multi-channel experience? (more…)