This short article from the Investor’s Business Daily “Lift Employee Customer-Service Skills To Raise Revenue,” November 27, 2009 fits nicely with our discussion of customer service (in the personal selling chapter) or if you use Basic Marketing in the cross-functional chapter. A few simple ideas and good examples.
Consumer behavior continues to evolve with technology. This article proviedes nice examples of technology (see chapter 3) and information search in the consumer behavior chapter. I was surprised by some of the findings reported in this article “More shoppers use smartphones to study, find, buy” USA Today, November 27, 2009. Another reason we look at the data instead of our own behavior.
Some 19% of Americans will use their mobile devices for shopping this holiday season, according to a Deloitte survey. The number is twice as high for young consumers: 39% of those 18 to 29 say they’ll use their phones to find store locations, obtain coupons and sales information and research products and prices. One-quarter of all who plan to use their phones to shop say they will make purchases on the devices.
A couple years ago Kodak (my former employer — too many years ago) decided to get into the printer business. To compete with established players like HP, Canon and Espson, Kodak decided to come out with lower priced ink. The company has had a slow start — although 2009 saw them double market share, they are still only at 2% share. The article and video describe the company’s latest efforts. “Kodak printer ads remind consumers of lower ink costs,” USA Today, November 30, 2009.
This is a funny little YouTube video that I plan to show on the last day of class — after apologizing for taking all semester to teach them something they might have learned in less than two minutes.
One nice thing about those category lists over in that right hand column — I can see areas that need more coverage — like B2B. It is much easier to find articles about consumer marketing. This blog post, “B2B Social Media Marketing: Branding or Lead Generation?” from the Modern B2B Marketing blog is a short post that looks at the changing buyer and evolving market trends with respect to media. There is growing interest in social media among B2B firms.