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Category Archives: Marketing

Talk with Me, Not at Me: Playing to Win with Social Media

Accenture, From Welcome to the Switching Economy: “Consumers everywhere have a wealth of information at their fingertips, giving them more control than ever regarding who gets their business. They know they have choices and switch providers when frustrated with their experiences. The result is the emergence of what Accenture calls the Switching Economy: the $5.9 billion of consumer-oriented commerce that’s annually up for grabs globally due to dwindling consumer satisfaction with and loyalty to their established providers. According to Accenture’s 2013 Global Consumer Pulse Research, which included more than 13,000 consumers in 33 countries, 66 percent of consumers globally have switched providers because of poor experiences in at least one of ten industries surveyed. Welcome to the Switching Economy. An overwhelming majority of consumers (85 percent) said they switch providers because companies simply don’t make it easy to do business with them. It’s not for lack of effort on providers’ part. However, most companies have failed to keep up with consumers’ expectations and behaviors because they have been playing “not to lose” when developing their customer relationships. Instead, companies must play to win. That starts with recognizing that the traditional sales and marketing ‘funnel’ is out of synch with consumers today and adopt a new model that is aligned with how consumers behave in today’s digital world—a model that enables companies to understand and keep pace with today’s all-powerful and ever-changing consumers who don’t. We introduced this theme and shared findings from Accenture’s 2013 Global Consumer Pulse Research in our report “Digital Customer: It’s time to play to win and stop playing not to lose,” recognize and reward companies that meet them on their terms and punish those that don’t. One of the key elements of this new customer model is effectively leveraging social media. Social media has substantially evolved from its primary early use as a way to keep up with what friends are doing. It is now a valuable “window into the world of consumers,” enabling companies to listen to consumers, understand what they think and want, and use that insight to engage them in relevant and interesting interactions. Indeed, leading organizations are using the power and reach of social media to harness insights, create relevance, hone relationships and target stakeholders in a more meaningful and trusted way. “

Publishers Gave Away over 120 Million Books During World War II

And, in the process, they created a nation of readers, Yoni Applebaum, The Atlantic: “In 1943, in the middle of the Second World War, America’s book publishers took an audacious gamble. They decided to sell the armed forces cheap paperbacks, shipped to units scattered around the globe. Instead of printing only the books soldiers andContinue Reading

New on LLRX – Tech goals for solo and small-firm lawyers

Via LLRX.com - Tech goals for solo and small-firm lawyers - Nicole Black review the highlights of results of two legal technology surveys about lawyers’ plans to use legal technology in their law practices. They offer a glimpse into the businesses of solo and small firm lawyers and provide indications of their assessments of the value that different typesContinue Reading

Comparing Google Consumer Surveys to Existing Probability and Non-Probability Based Internet Surveys

“This study compares the responses of a probability based Internet panel, a non-probability based Internet panel and Google Consumer Surveys against several media consumption and health benchmarks. The Consumer Surveys results were found to be more accurate than both the probability and non-probability based Internet panels in three separate measures: average absolute error (distance fromContinue Reading

CRS – Telemarketing Regulation: National and State Do Not Call Registries

Telemarketing Regulation: National and State Do Not Call Registries. Kathleen Ann Ruane, Legislative Attorney. August 14, 2014 “Today, it is axiomatic that telemarketers in the United States generally are not permitted to place outgoing telemarketing calls to phone numbers on the national do not call list, unless an exception applies. This was not always the case, however. TheContinue Reading

Facebook launches cross-device reporting for Facebook ads

The Hill – ‘Facebook is giving advertisers new information about how users notice and act on ads as they move between their computers, smartphones and tablets. In a post on Wednesday, Facebook said that it would begin allowing companies that advertise on the social media site “to see for the first time how people are moving between devicesContinue Reading

CDD Files Complaint on U.S./EU Safe Harbor for Data Privacy at FTC

Filing Reveals Failure of U.S. Agreement to Protect European Privacy - “The key framework that is supposed to protect EU citizens’ privacy when their data is collected by U.S. companies—known as the U.S.-EU Safe Harbor—is failing to provide them the safeguards that were promised, according to a complaint filed today by a leading U.S. consumer privacyContinue Reading

Boston Public Library System Engaged in Systemic Weeding of Collections

Boston Globe: “At the Dudley Branch of the Boston Public Library, clustered volumes fill only half of many long, red shelves; the rest stand empty. In the adult nonfiction section, some shelves are completely barren. The library, in Roxbury, once brimmed with books. But officials have been steadily culling its collection the past few months asContinue Reading

Google News Publisher Center

Google News Blog: “If you are a news publisher, your website has probably evolved and changed over time.  Until now, when you made changes to the structure of your site, we might not have discovered them unless you told us.  And that meant they might not have shown up in Google News, which in turnContinue Reading

Cramming on Wireless Phone Bills: A Review of Consumer Protection Practices and Gaps

News release - Chairman John D. (Jay) Rockefeller, IV, Senate Commerce, Science, and Transportation Committee, August 1, 2014 “Today’s hearing is about a practice known as “cramming,” where consumers get charged on their phone bills for goods and services they never agreed to purchase. The companies that put these bogus charges on phone bills know that consumers don’tContinue Reading

The Digital Public Library of America: Collaboration, Content, and Technology at Scale

Daniel Cohen - July 14, 2014- Educase: “DPLA accomplishes its mission by aggregating metadata and thumbnails pointing to digital objects for millions of photographs, manuscripts, books, sounds, moving images, and more from a national network of partners. This network comprises individual nodes, or hubs, which work with DPLA to map and ingest their records into the DPLAContinue Reading

FCC to ISPs: Inaccurate Disclosures Violate Transparency Rule

“Providers of broadband Internet access services must disclose accurate information about their service offerings and make this information accessible to the public.  This requirement, known as the Open Internet Transparency Rule, has been in full force and effect since 2011.  The Transparency Rule ensures that consumers have access to information that helps them make informedContinue Reading