Over the past few months I've been listening to presentations and talking with various clients and vendors about the world of market research communitities. As the individual responsible for managing the consumer MROC we have here at Forrester, I'm always interested to hear what other people are thinking in this space.
If you track Social Media news, I'm sure you saw the eye-catching headline: "Pepsi's Big Gamble: Ditching Super Bowl for Social Media". For the first time in 23 years--23 years!--the brand will not be purchasing a Super Bowl spot. Instead, it is sinking $20M into a Social Media program called Pepsi Refresh.
Recently I had one of my own customer experiences that shows just how hard it is to get all the elements of a multichannel interaction working right.
Here’s some context: Over a year ago I switched from Comcast to Verizon FiOS for my home television service and internet access. So far I’ve been very satisfied with my choice – I like the FiOS product better and the Verizon people I’ve dealt with have been great, especially the woman who signed me up and the guy who installed the service.