integrating social media with mobile research - questback
DESCRIPTION
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.netTRANSCRIPT
![Page 1: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/1.jpg)
JULY 16 - 18, 2013, Minneapolis, USA
WWW.MRMW.NET
The original, premier event for the Mobile Marketing Research Industry
![Page 2: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/2.jpg)
WWW.MRMW.NET
TITLE SPONSOR DIAMOND SPONSOR PLATINUM SPONSOR
GOLD SPONSORS
WORKSHOP HOST
SILVER SPONSORS
PREMIERE SPONSOR
NETWORKING EVENING SPONSOR BAG SPONSOR PREMIERE SPONSOR
![Page 3: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/3.jpg)
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.
![Page 4: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/4.jpg)
New era of business
![Page 5: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/5.jpg)
3
© 2012 QuestBack, SA All Rights Reserved.
Competing in the age of the customer
![Page 6: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/6.jpg)
Source: Robert Scoble
Social media Starfish - 2008
![Page 7: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/7.jpg)
Conversation Prism -- 2013
Sources: Brian Solis and Jesse Thomas
![Page 8: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/8.jpg)
6 Listen to your customers
![Page 9: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/9.jpg)
7
Listen to your customers
![Page 10: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/10.jpg)
8
© 2012 QuestBack, SA All Rights Reserved.
Listen to your customers
![Page 11: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/11.jpg)
9
© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback
![Page 12: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/12.jpg)
10
© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback
![Page 13: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/13.jpg)
11
© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback
![Page 14: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/14.jpg)
12
© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback
![Page 15: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/15.jpg)
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.”
![Page 16: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/16.jpg)
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.
![Page 17: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/17.jpg)
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
![Page 18: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/18.jpg)
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)
![Page 19: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/19.jpg)
17
© 2012 QuestBack, SA All Rights Reserved.
Q&A
Thank you
www.questback.com
Darren Bosik
Senior Methodologist
![Page 20: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/20.jpg)
WWW.MRMW.NET
TITLE SPONSOR DIAMOND SPONSOR PLATINUM SPONSOR
GOLD SPONSORS
WORKSHOP HOST
SILVER SPONSORS
PREMIERE SPONSOR
NETWORKING EVENING SPONSOR BAG SPONSOR PREMIERE SPONSOR
![Page 21: Integrating Social Media with Mobile Research - Questback](https://reader033.vdocuments.site/reader033/viewer/2022052900/555b1d92d8b42aa67a8b4cb9/html5/thumbnails/21.jpg)
JULY 16 - 18, 2013, Minneapolis, USA
WWW.MRMW.NET
The original, premier event for the Mobile Marketing Research Industry