You might have noticed Toshiba’s new TV campaign, “The Ramification of Yes” – you know, the one with the zombies. Those zombies aren’t actually real (are any?), but rather a figment of one Toshiba executive’s imagination, as he ponders the consequences of a high-pressure, go/no-go decision. MORE…
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Insights for the Public Service: Announcing our Partnership with The Ad Council
Kendra Metzger, Community Manager and Ad Council partnership liason at Communispace discusses our exciting new partnership with The Ad Council – through which we will tap our proprietary insights communities to help expand and deepen their public service efforts.MORE…
Diane Hessan interviewed by Next Generation Market Research (NGMR) on Communispace’s Disruptive Innovation Award
Communispace was recently awarded the Disruptive Innovation Award by Next Gen Market Research (NGMR) for our work pioneering online market research communities. Our CEO Diane Hessan sat down for an interview with NGMR founder Tom H. C. Anderson to talk about being a disruptive innovator, surfacing breakthrough insights, the recent acquisition by Omnicom, travel, and the Red Sox.MORE…
Takeaways from the 4A’s
The following are some thoughts I jotted down coming out of three days spent at the American Association of Advertising Agencies conference in Austin, Texas. It’s not meant to be a summary, rather three personal takeaways I thought I’d share to help continue the dialogue. I’m interested to hear your thoughts…
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Volkswagen Customer Service: A case study in delivery and benefit
“Thank you for calling Volkswagen roadside assistance. This is Dan. Are you in a safe location?”
“Yes.”
“I’m very happy to hear that, sir.”
Thus began my call with Volkswagen about an ever-so-slight issue with my 2009 Rabbit this weekend; a case study in absolutely perfect customer service and the very tangible benefits it can bring the companies that deliver it.MORE…
Posted in align
Tagged Behavior, Brands, Business, Companies, Consumer Behavior, Customers, Listening, People
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Virtual Violations
Recently the Wall Street Journal ran an article about a “break-in” at PatientsLikeMe, a website largely by and for people suffering from a range of medical and psychiatric conditions. Nielsen, in a practice they have since vowed not to repeat, was scraping postings, profile data, and in some cases, personally identifiable data from private patient forums on the site. They did this despite a User Agreement that explicitly states, “You may not use any robot, spider, scraper, or other automated means to access the Site or content or services provided on the Site for any purposes.”MORE…
Posted in learn
Tagged Behavior, Brands, Business, Companies, Consumer Behavior, People
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An Open Letter to Our Non-Clients
As our CEO, Diane Hessan, is fond of saying, “If you like our client list, you should see our non-client list.” With names on our roster such as Kraft Foods, Bank of America, Microsoft and about 100 more great brands, our clients are only a handful of the companies who would benefit from having their customers at their fingertips. Consider the following companies who are our non-clients:
- Approximately 462 of the FORTUNE 500
- Approximately 83 of Interbrand’s list of the top 100 Best Global Brands
- And not one of the Big Three, four or five automakers
So What?
A recent study conducted by Boston Consulting Group illustrated a disconnect between internal insight teams and their business line counterparts (i.e., their clients). The biggest gap between what the insight teams thought they were delivering and what the business lines received was the answer to a fairly simple question, “so what?”MORE…
