It has been a whirlwind, but we did it: the team has now concluded the research project investigating Customer data in the Digital Age. And one day before the deadline 😉 Together with 5 other colleagues from Oxford Brookes University, Open University and the University of Liverpool, we completed in-depth interviews with 15 senior marketing practitioners. … Continue reading Research project completed: Customer data in the digital age
Month: May 2013
The price of impatience
If you want to play the Nintendo 3DS game ‘LEGO City Undercover: The Chase Begins’ you can order it online at £29.99. Alternatively, you can download it directly from the Nintendo channel, for £34.99. This is a puzzling pricing strategy since the game is exactly the same (as far as I am aware, the downloadable … Continue reading The price of impatience
Follow Friday: ‘Let’s Talk About Tech’ podcast
Today’s recommendation is not a Twitter account; is a podcast. I have recently discovered the ‘Let’s talk about tech’ weekly podcast and it’s been a great addition to my #2013Kms ‘playlist’. It gives a general overview of the key tech-related news of the week, with a light-touch commentary. It is published by BBC Radio 5 … Continue reading Follow Friday: ‘Let’s Talk About Tech’ podcast
Research project: Mobile digital technology and the need for new business models
In the last year, I have been exploring - with colleagues Sarah Quinton and Paul Jackson – the research priorities brought about by ‘digital’, where digital is defined in a very broad sense to include new types of data, new methods and new business realities. We are particularly concerned with research that has a very … Continue reading Research project: Mobile digital technology and the need for new business models
Are you being served, yet? On waiting online
Apparently, we spend 2 to 3 years of our lives waiting for service – for instance, waiting to talk with a customer service representative, or for a meal to be served. Admittedly, this number will vary widely for the specific services accessed – e.g., private doctors vs. public health service – countries, etc. But the basic … Continue reading Are you being served, yet? On waiting online
What I am reading: How they started digital
I received a copy of the book 'How They Started Digital', edited by David Lester. The blurb at the back promises that the book tells 'the fascinating stories of how 25 famous and highly successful digital businesses were set up'. I am looking forward to start reading it - hopefully by Tuesday, after I submit … Continue reading What I am reading: How they started digital
The importance of structure in Social Media interactions with customers
Research into customers’ expectations when it comes to interacting with firms on social media reveals a strong preference for formal exchanges. This finding may be puzzling, given the very informal nature of interactions on social media. Though, it mirrors the findings from research looking at offline interactions between customers and firms. There is also a documented … Continue reading The importance of structure in Social Media interactions with customers
How should organisations respond to brand related comments on social media?
I wrote a guest post for OxonDigital, outlining findings from my research project on customer service via social media. The full findings are published on the Journal of Marketing Management (Paywall). OxonDigital is a network that brings together Digital Marketers based or working in Oxfordshire. It organises informal get togethers and encourages the sharing … Continue reading How should organisations respond to brand related comments on social media?
Good experiences vs. good memories
I recently came across ‘Random Assignment’, a fabulous blog looking at the application of social psychology in daily life (interesting topics and very accessible writing – consider following it). One of the posts had a link to this presentation by Professor of Psychology Paul Rozin: Professor Rozin applies insights from psychology to understanding what makes … Continue reading Good experiences vs. good memories
Relationship Marketing in action
Remember that post about gratitude in marketing, and its impact on customer loyalty? Well, I have just seen it into action. My daughter e-mailed the owner of a small business that offers rabbit boarding services, asking whether they could look after her pet rabbit while we are on holidays. This is the reply that she … Continue reading Relationship Marketing in action
Ana Canhoto 