This research paper focuses on the influence of word of mouth (WOM) on customers’ perception of service. It’s axiomatic that negative WOM can significantly impact brand reputation. Studying the effect of WOM on such perceptions, though, is another matter. And the research article delves into some interesting bits. First, customers’ perceived service value influences their [...]
This study (.pdf) delves into programmatic methodology that can be used to predict strong and weak ties between users of a social network. From a community manager’s perspective, this is important because predictive activities can alleviate some oversight tasks while intelligently satisfying the needs of community members. As an example of practical implications of their [...]
Facebook’s recent purchase of FriendFeed is a multichannel marketing boon. Mashable detailed some threats Twitter may face with respect to the FriendFeed purchase while pointing out some threats to Google too. Regardless as to how the game (err war) plays out, as a marketer you’ve just been handed another delicious marketing tool to leverage. I’ve [...]
Aligning website landing pages with targeted social media marketing channels will yield higher on-page conversions (as defined by increased showing appointments, chat requests, 1-800 number call-ins, etc). The challenge many real estate marketers face today is effectively managing the flow of social media traffic with an eye towards ROI. It’s a multichannel marketing issue, which [...]
Metrics Here is a great primer on RFM analysis, which I believe has applicability to social media marketing. The foundation of RFM is something that can drive the establishment of engagement metrics as well as allowing marketers to do a better job at managing the social media marketing channel. Social media Scoop44, an online “newspaper” [...]
Are your prospective clients having to act like abalone divers to interact with you? Abalone divers furbish themselves with an abalone iron to pry off abalones from submerged rocks. These divers are committed to their task, as abalone is considered a divine delicacy to some. But if prospective clients have to work like an abalone [...]
This Universal McCann study states that Blogs are a mainstream media world-wide and as a collective rival any traditional media The blogsphere is becoming increasingly participatory, now 184m bloggers world-wide And as recently referred to in my previous post on the long tail, the New York Times discusses the power of blogs for real [...]
McKinsey & Company Consulting interview of Google CEO discussing long-tail search viability.
Here’s a great example of multi-channel marketing: the Maximum Ride literary series. The first book in the series refers readers to this blog, which refers readers to this YouTube video. Real estate professionals can use similar tactics. For example, on listing presentation collateral, refer prospective clients to your blog, from your blog refer clients to [...]
The tightest definition of multichannel customer management I have yet found is: Multichannel customer management refers to the design, deployment, coordination, and evaluation of channels through which firms and customers interact, with the goal of enhancing customer value through effective customer acquisition, retention, and development. Neslin, et al. have authored a definitive research article that real estate [...]
Kevin Hillstrom, President of MineThatData has written an excellent whitepaper on conducting a multichannel forensics analysis. Why is this whitepaper an important resource to real estate firms? Because real estate firms are engaged in complex multichannel marketing endeavors. But only a handful of these firms analyze their data from a multichannel perspective. How does a [...]
