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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
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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
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© 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.
New era of business
3
© 2012 QuestBack, SA All Rights Reserved.
Competing in the age of the customer
Source: Robert Scoble
Social media Starfish - 2008
Conversation Prism -- 2013
Sources: Brian Solis and Jesse Thomas
6 Listen to your customers
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Listen to your customers
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© 2012 QuestBack, SA All Rights Reserved.
Listen to your customers
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© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback
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© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback
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© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback
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© 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 “perfect
experience throughout -- from booking, to in-flight, right up until the service at the
destination.”
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.
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© 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
16 One feedback platform 16
HRM ERP CRM
QuestBack’s comprehensive Software as a Service and modular software platform for enterprises: Enterprise Feedback Suite (EFS)
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© 2012 QuestBack, SA All Rights Reserved.
Q&A
Thank you
www.questback.com
Darren Bosik
Senior Methodologist
WWW.MRMW.NET
TITLE SPONSOR DIAMOND SPONSOR PLATINUM SPONSOR
GOLD SPONSORS
WORKSHOP HOST
SILVER SPONSORS
PREMIERE SPONSOR
NETWORKING EVENING SPONSOR BAG SPONSOR PREMIERE SPONSOR
JULY 16 - 18, 2013, Minneapolis, USA
WWW.MRMW.NET
The original, premier event for the Mobile Marketing Research Industry
