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big data

How Big Data Helps the Cheesecake Factory Create Happier Customers

Posted by Dale Buss on February 27, 2013 11:16 AM

It may not make your salad taste better, reduce your wait for a table or remove any calories from the creme brulee, but American restaurant patrons can rest assured that Big Data is on the way to make their experience of eating away from home a better one.

With alliances like IBM with the Cheesecake Factory, the providers and purveyors of overwhelming numbers are helping restaurant operators marry their traditional huge volumes of transactional data—such as sales receipts from customers and information about purchase orders to suppliers—with "unstructured" data to help them automate decisions that will improve food safety and quality, labor productivity and other aspects of their operations. The end result is supposed to be more-satisfied customers, greater revenues and fatter profit margins.

"It's about enriching the more structured data with unstructured data in order to gain business insight," Paul Chang, global leader for consumer-products strategy for IBM, told brandchannel. "If you can do that then you can automate these processes."Continue reading...

social media watch

Social Marketing: No Longer 'Separate, Disconnected, Cute and Experimental'

Posted by Sheila Shayon on June 4, 2012 05:02 PM

Buddy Media now has a very special buddy: Salesforce, which has signed an agreement to purchase the social marketing agency for $689 million (up to $745 million, according to the SEC filing.) It’s the largest deal ever done by Salesforce.com and the largest acquisition of a New York City tech company in the last five years.

The acquisition will result in a hybrid company, combining Salesforce's Radian6 social media listening platform to create an all in one platform for businesses marketing themselves over social networks, i.e., the first “comprehensive Marketing Cloud.”

“Salesforce.com now has the number one players in social listening and marketing – Radian6 and Buddy Media,” said Salesforce chairman and CEO Marc Benioff. “With CMOs surpassing CIOs in spend on technology within the next five years, our Marketing Cloud leadership will allow us to capitalize on this massive opportunity.”

"Buddy Media's mission is to eliminate the current state of anarchy in social marketing," said Michael Lazerow, co-founder and CEO, Buddy Media. "With the Salesforce Marketing Cloud, marketers will be able to unify their efforts to better organize their teams, optimize their social programs and deliver real business results."Continue reading...

social media watch

Microsoft Tops Brand Engagement Social Survey

Posted by Sheila Shayon on July 7, 2011 11:00 AM

How leading industry brands are performing in social media customer service comes under the microscope in a new study released by market researcher Alterian — specifically, how effectively 12 brands are using social media to resolve customers' issues and the impact on their marketing efforts.

Microsoft was the top performer in the report — titled "Social Media Report Cards: Measuring Brand Engagement" — across all industries, achieving the highest overall score for social media customer service. 

Alterian's researchers examined brand leaders in six industries: travel, banking, cable, mobile, gaming and consumer electronics, and concluded that higher scores went to brands showing “a correlation between rapid customer service response times and positive consumer sentiment on social media.”Continue reading...

lap of luxury

Faberge And Louis Vuitton's Jewels Focus On Quality, Customer Service

Posted by Stephanie Startz on December 11, 2009 03:50 PM

The jewelry houses of Faberge and Louis Vuitton are proceeding in due course through the current recession, each using a unique marketing strategy to guide their direction.

During flush economic times luxury retailers can rely on a strong aspirational consumer base eager to scoop up logo-clad products. Today, however, as that market dries up and cash-strapped consumers guard their wallets and eschew conspicuous consumption, luxury brands are shifting their focus to a different type of customer: wealthy individuals.Continue reading...

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