Complimentary Webinar: Driving Best-In-Class Customer Experience: Beyond Social Media Listening

In association with EmPower Research, a Genpact company, The Institute for International Research invites you to join us for a one hour complimentary Web Seminar:

Driving Best-In-Class Customer Experience: Beyond Social Media Listening
Tuesday, August 7, 2012
12:00PM - 1:00PM ET

Presenter:

• Sangita Joshi, Managing Partner, EmPower Research, a Genpact company

Reserve your Webinar seat now at:
https://cc.readytalk.com/r/ivporydm5oxu
Please mention your priority code: MWY0001BL

Today the rise in customer participation in Social Media is pushing marketers and researchers to listen and learn from Social Media conversations. While numerous applications of Social Media research are taking shape, understanding customer experience through the new media is gaining tremendous mind-share.

Social Media provides an excellent platform to listen to customer concerns, criticisms, and feedback, and address issues through one-to-one engagement. Social Media listening helps brand managers and marketers in not only differentiating their service quality but also aligning them with customer expectations, thus, driving greater satisfaction and better experience. In this session, you learn how Social Media can provide holistic insights on the “voice of consumer”.

Participants will learn:
• Understanding and measuring customer experience through Social Media – the possibilities today
• Beyond listening- Tracking voice of the consumer across the relationship cycle
• Social engagement- The path to improving Net Promoter Score/Customer Satisfaction Index

Sangita Joshi is the Co-founder and Managing Partner of EmPower Research - a Genpact company. She has over 20 years of experience in research of which the last eight years have been at the executive level. At EmPower, Sangita leads social media research and delivery to global clients, and closely works with the innovation team to continuously evolve solutions that aid decision-making in a dynamic business environment. She regularly writes for leading industry publications and speaks on topics related to social media-led insights.

About EmPower Research:
EmPower Research, a Genpact company (NYSE:G) provides integrated media and business research services. We help our clients understand stakeholder perception and needs, empowering them to service better. We use proprietary methodologies to listen and learn about conversations in the customer ecosystem, deriving real insights for active stakeholder engagement.
For more information, visit http://www.empowerresearch.com

About IIR:
The Institute for International Research (IIR) is the world's largest conference company and has been the leader in the provision of business information for over 25 years. IIR produces over 5,000 events annually through its network of offices in over 35 countries.

The Mobile Marketing Conference Experience: In Your Own Words

It doesn't seem that long ago that we were off to Miami for the first meeting of The Mobile Marketing Conference. Yet here in Mobile Marketing Conference HQ, it's already time to start thinking about 2013.

As we began planning, chairperson Jeffrey Hayzlett had the following to say:

"I've been saying it for years; It's all about mobile, mobile, mobile. It was evident from TMMC '12 that mobile is now in full transformation. If brands are not already implementing it at the forefront of their marketing strategies, they are going get left behind."

Before we got too far ahead of ourselves we wanted to take a look at feedback from our 2012 attendees and speakers to see what stood out, and what needed to be expanded for 2013. Check out this quick video for a peek at The Mobile Marketing Conference experience and a wrap-up of our attendee's feedback:


Want to learn more? Visit our website to download the executive summary. Stay-tuned for more information about The Mobile Marketing Conference 2013!

If you are interested in speaking, please contact Rachel McDonald at rmcdonald@iirusa.com or 646.895.7405.

If you are interested in sponsoring, please contact David Smith at dsmith@iirusa.com or 646.616.7627.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She is the voice behind the Mobile Marketing Conference on Twitter, Facebook and LinkedIn. She may be reached at mleblanc@iirusa.com

News Roundup: Make that Mobile+

It's been awhile since we've checked in on the progress of Google's Google+ social network lately, but the recent 1-2 punch of events functionality and mobile caught my eye this week. Google+ events, announced during the recent Google I/O event, integrates Google calendar invites with the Google+ service and allows a constantly updating "Party Mode" where event photos and info can stream live (see video).

Pretty cool, right? The bad news came when users realized that they could inundate anyone on Google+ with invites, including say...Wil Wheaton. According to this post on ITProPortal, "In response to complaints from actor Wil Wheaton, Vic Gundotra, Google's senior vice president of social, promised in a Google+ comment to fix the problem. 'We should have contemplated and anticipated how people would abuse this and how painful this could be for celebrities with large followings,' Gundotra wrote."

It remains to be seen weather the bad experience will overshadow the benefits of the new service. Meanwhile, Google+ was also announcing Google its first optimized version of Google+ for tablets. According to PC Mag, the new version "leverages the larger screen size of such devices for richer, fuller presentation of the Google+ stream, face-to-face video chatting, and media playback. ...The features in Google+ for tablets are actually being included in an updated version of Google+ for smartphones that's also immediately available." And according to the Google Developers Blog "the Google+ platform for mobile, in early developer preview... includes mobile web optimized social plugins and Google+ SDK for iOS and Android (coming soon). With these new SDKs, you can integrate Google+ identity, sharing, and history into your mobile apps to create more engaging social experiences and connect with more users."


Elsewhere in Mobile, CMO of Denny’s Inc Frances Allen is encouraging mobile marketers to “be real in real time” when it comes to July 4th marketing on Forbes. MarketingProfs reminded us of the power of mobile websites with this infographic: 10 Reasons Why You Need a Mobile Site. And we got excited about the power of “Showrooming” with IBM's SmartPlanet writing "Why (and how) retailers should embrace ’showrooming’" and Mediapost noting that "Millennials Consider Mobile The Must-Have Shopping Companion."  Hopefully retailers are staying cool with their users this 4th of July with some innovative mobile campaigns - let us know if you've seen any worth a second look!

Follow The Mobile Marketing conference on Twitter and Facebook for more mobile advertising news. 


Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com