JULY 16 - 18, 2013, Minneapolis, USA
WWW.MRMW.NET
The original, premier event
for the Mobile Marketing
Research Industry
WWW.MRMW.NET
TITLE SPONSOR DIAMOND SPONSOR PLATINUM SPONSOR
GOLD SPONSORS
WORKSHOP HOST
SILVER SPONSORS
PREMIERE SPONSOR
N...
1
© 2012 QuestBack, SA All Rights Reserved.© 2012 QuestBack, SA All Rights Reserved.
Integrating Social Media
with Mobile ...
New era of business
3
© 2012 QuestBack, SA All Rights Reserved.
Competinginthe
ageofthecustomer
Source: Robert Scoble
Social media Starfish - 2008
Conversation Prism -- 2013
Sources: Brian Solis and Jesse Thomas
6Listen to your customers
7
Listen to your customers
8
© 2012 QuestBack, SA All Rights Reserved.
Listen to your customers
9
© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback
10
© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback
11
© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback
12
© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback
Listening and acting on
feedback in the air 13
SWISS, the national airline of Switzerland, aims to give its passengers a “...
Listening and acting on
feedback in the air Customer Loyalty Webinar
14
Results:
• Used online, mobile, and social media t...
15
© 2012 QuestBack, SA All Rights Reserved.
 Please rate the
food from a
scale of 1 – 5
 Are you happy
with the leg
spa...
16One feedback platform 16
HRMERPCRM
QuestBack’s comprehensive Software as a Service and modular software platform
for ent...
17
© 2012 QuestBack, SA All Rights Reserved.
Q&A
Thank you
www.questback.com
Darren Bosik
Senior Methodologist
Darren.Bosi...
WWW.MRMW.NET
TITLE SPONSOR DIAMOND SPONSOR PLATINUM SPONSOR
GOLD SPONSORS
WORKSHOP HOST
SILVER SPONSORS
PREMIERE SPONSOR
N...
JULY 16 - 18, 2013, Minneapolis, USA
WWW.MRMW.NET
The original, premier event
for the Mobile Marketing
Research Industry
Upcoming SlideShare
Loading in …5
×

Integrating Social Media with Mobile Research - Questback

466 views

Published on

Presented by Darren Bosik, Senior Methodologist, QuestBack
at Market Research in the Mobile World North America
17 - 18 July 2013, Minneapolis, USA

This event is proudly organised by Merlien Institute
Check out our upcoming events by visiting http://www.mrmw.net

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
466
On SlideShare
0
From Embeds
0
Number of Embeds
4
Actions
Shares
0
Downloads
7
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Integrating Social Media with Mobile Research - Questback

  1. 1. JULY 16 - 18, 2013, Minneapolis, USA WWW.MRMW.NET The original, premier event for the Mobile Marketing Research Industry
  2. 2. WWW.MRMW.NET TITLE SPONSOR DIAMOND SPONSOR PLATINUM SPONSOR GOLD SPONSORS WORKSHOP HOST SILVER SPONSORS PREMIERE SPONSOR NETWORKING EVENING SPONSOR BAG SPONSORPREMIERE SPONSOR
  3. 3. 1 © 2012 QuestBack, SA All Rights Reserved.© 2012 QuestBack, SA All Rights Reserved. Integrating Social Media with Mobile Research July 18, 2013 Darren Bosik Senior Methodologist Questback AS © 2012 QuestBack, SA All Rights Reserved.
  4. 4. New era of business
  5. 5. 3 © 2012 QuestBack, SA All Rights Reserved. Competinginthe ageofthecustomer
  6. 6. Source: Robert Scoble Social media Starfish - 2008
  7. 7. Conversation Prism -- 2013 Sources: Brian Solis and Jesse Thomas
  8. 8. 6Listen to your customers
  9. 9. 7 Listen to your customers
  10. 10. 8 © 2012 QuestBack, SA All Rights Reserved. Listen to your customers
  11. 11. 9 © 2012 QuestBack, SA All Rights Reserved. Act on social feedback
  12. 12. 10 © 2012 QuestBack, SA All Rights Reserved. Act on social feedback
  13. 13. 11 © 2012 QuestBack, SA All Rights Reserved. Act on social feedback
  14. 14. 12 © 2012 QuestBack, SA All Rights Reserved. Act on social feedback
  15. 15. Listening and acting on feedback in the air 13 SWISS, the national airline of Switzerland, aims to give its passengers a “perfect experience throughout -- from booking, to in-flight, right up until the service at the destination.”
  16. 16. Listening and acting on feedback in the air Customer Loyalty Webinar 14 Results: • Used online, mobile, and social media to implement customer-friendly measures across all 15 customer touch-points of service. • Increased customer satisfaction and identified areas for reduced costs. Swiss needed to improve its loyalty through improved customer experience.
  17. 17. 15 © 2012 QuestBack, SA All Rights Reserved.  Please rate the food from a scale of 1 – 5  Are you happy with the leg space?  Opinions about the in-flight entertainment? Key Objectives for Successful Customer Experience Management  Multiple, contextually relevant touch points  Tailored interactions enabled through actionable customer insights  Consistent experiences implemented through all contact channels Mobile feedback
  18. 18. 16One feedback platform 16 HRMERPCRM QuestBack’s comprehensive Software as a Service and modular software platform for enterprises: Enterprise Feedback Suite (EFS)
  19. 19. 17 © 2012 QuestBack, SA All Rights Reserved. Q&A Thank you www.questback.com Darren Bosik Senior Methodologist Darren.Bosik@questback.com
  20. 20. WWW.MRMW.NET TITLE SPONSOR DIAMOND SPONSOR PLATINUM SPONSOR GOLD SPONSORS WORKSHOP HOST SILVER SPONSORS PREMIERE SPONSOR NETWORKING EVENING SPONSOR BAG SPONSORPREMIERE SPONSOR
  21. 21. JULY 16 - 18, 2013, Minneapolis, USA WWW.MRMW.NET The original, premier event for the Mobile Marketing Research Industry

×