Module 9- Measuring influence with employees

    I am going to use Quicken Loans for this portion of the assignment. I used to work for this company and I find them to be excellent with communication with employees and customers as a whole.

 

What are they doing to communicate effectively with their employees?

Quicken Loans has various blogging site for employees to use. Those blogging sites are known as Quizzle, Whats the diff, and ZING. On all of these websites, employees can blog about customer experiences in a positive manner. They can also blog to share ideas and different experiences they grow upon. This makes everyone in the company aware of what’s going on so they can stay in the loop of things. Another social media tool they use is something kind of related to Skype or Google talks. It is called office communicator which is an instant messaging system. This helps with efficiency of communication and I am a witness of that. If it is something really brief, office communicator is very useful and you can have group conversation through it. Another benefit is that you can work office communicator form home if you had the office laptop or something.

2, What are your recommendations for how they should measure their influence?    

3.  Do you have any suggestions for improvements they could make in their communications?

I can answer two and three with in the same question because my responses are going to basically answer both questions. Quicken and Dan Gilbert himself is really big on communication and timely responses. I assumed based of our large customer base. With that being said, right now I really do not have anything to recommend due to proper measure that are already taken. There are stipulations for those who are not communicating in an effective and timely manner so I believe that is an influence within itself. That factor will influence employees to effective use the communication tools that are present.

Module 9- Predictive & Behavioral

  I am going to continue to use Kroger for this example.

  How could your company use behavioral targeting to improve their customer experience?

The first thing my company can do is to ensure all keywords are tagged directly to its relevant sources. For example, If Kroger is having 10 bags for $10 sale on cheese this week and I type in “Kroger cheese” in the search box, the browser should automatically send a link back to the server with the Kroger website, the ad that is relevant to the sale, and customer reviews and comments about the products. As adjusting keyword according to sales or any other information can improve customer experience because it is giving information the customer is asking for in a efficient amount of time.

    How could your company use predictive analytic to improve their customer experience?

I am focusing on Kroger online shoppers. We can keep track of thing of multiple visit behavior through the customer user accounts they create. That is how Kroger generates purchase history, previous & frequent purchases. Kroger’s already have this type of predictive analytic s in place so all they can do is keeping updating its performance activity.

Module 9- Actions Dashboard

Choose one of the measurement strategies you've created in a previous week.  Choose one of the KPIs and discuss how you would build an Action Dashboard to improve executive decision making.  Include what would be in each quadrant and why.

The measurement strategy I choose was the strategy created for measuring influences in the community. A key performance indicator for Kroger is to gain exposure from customers in the community and to make sure every customer in the community is registered for a Kroger card. Kroger cards are beneficial both ways. It builds point for Kroger as the company and it is a great marketing tool because users can receive discounts on products and receive coupon offers for frequent purchased items and most customers are always about good sales and discounts.

First Quadrant: Number of people in the community 

This gives Kroger as a company an estimation of how many people as a whole lives in the neighboring locations of the store. We will know how many sales papers to send out and coupon offers. For this quadrant we just need to see numbers just to get straight to the point to see the numbers we are working with and help determine cost estimation for our influence material.

Second Quadrant: Number of people that registered for a Kroger card

We know that everyone in the community are either non- Kroger shopper or people in the community that already shop at Kroger with access to a Kroger card. This quadrant will distribute numeric data of the number of  people that are Kroger shoppers and  using the Kroger card and how many that still shop at Kroger’s but does not have access to the card.

Third Quadrant: Who we need to aim for

This Quadrant gives us the amount of people we need to aim for. This will include a person that does not have access to a Kroger card but should be influenced to register for one. In this quadrant Kroger needs to also come up with some kind of numeric goal of how many people they want to gain that will coincide with the monthly or yearly sales goal.

Fourth Quadrant: Benchmarks 

This quadrant will show graph data about three of Kroger’s competitors. It will show if they offer any type of rewards card and it will show how they are doing in sales. It will also show how big of an influence the cards are if they have it available. I am sure there is some way to obtain this information.

Measurement Best Practices

   I hope this does not seem vague because I am the business type of guy instead of the technical lol...I had a little trouble trying to understand this portion of the assignment. I am using footlocker as well.

 Is your chosen company following these best practices? How?

Now I am know I am not too much of the “technical” person but from what I can see Footlocker is following some of the best practices the Avinash Kaushik listed in the blog. The only thing I noticed that the tags are last on some of them but most of them are listed first. Another thing is the redirects and unique page definitions are good because they work as efficient as possible and the unique page definition is designed for the use of each product listed on the website and request for information from the website. It seems that footlocker videos, flash plays etc. run smoothly as well. 

    How can they improve their measurement practices?

They are following key practices like the unique page definition and key words. I really do not see anything that they need to improve for their measurements. The only thing I can recommend is that they stay intact for what they got going on right now and always look for areas of improvement as the system goes on.

Twitter Measurements- Module 8

Choose a company that has a Twitter profile.  Look at the types of tweets and conversations they are having on their twitter profile. Is the content relevant to their target audience?  Are they engaging their target audience? Using TwitterCounter, evaluate their follower growth and compare them to their competitors (put the twitter handle in the small box that says Show Twitter users).  Using RetweetRank, evaluate their retweet & message amplification and compare it to their competitors.  Use stats.brandtweet.com to evaluate their conversation and compare it to their competitors. In a blog post:

    Report on your findings using TwitterCounter,  RetweetRank & BrandTweet -- how does your company compare to their competitors?

TwitterCounter:

So far, Verizon wireless has 780,716 followers. Looking at the follower’s prediction, Twitter Counter forecasts that Verizon would gain up to 785,835 in the next 15 days. So far Verizon gain 27 followers with in the last 7 days. Verizon’s Competitor AT&T has 164,313 followers and would expect to gain up to 166, 230 in 15 days.

http://twittercounter.com/ATT

http://twittercounter.com/VerizonWireless

Retweet Rank:

Verizon Wireless Retweet Rank: 14,306  http://www.retweetrank.com/@VerizonWireless/

ATT Retweet Rank: 24, 237 http://www.retweetrank.com/@ATT/

Seems that AT&T Rank is slightly higher than Verizons retweet rate. It could be due to the content that is posted to catch consumer’s eye.

BrandTweet:

    Discuss how the company is using their Twitter profile

I can see the Verizon works on twitter the Verizon families like Verizon insider, Verizon USA. They mostly re-tweet each other as they promote products and post what customers are saying about their products.

    Discuss differences & similarities between how the company is using Twitter and how their competitors are: AT&T and Verizon does the same type of tweets to me. There is not really much of a difference. The only difference I see is AT&T promoting their products more on their twitter page. Verizon just seems to have more followers.

    Make recommendations for how they might improve in their use of Twitter to engage their target audience

I suggest that they tweet even more about the products they have. I notice that they don’t have enough of that, especially during a time where Verizon is releasing new phones and things of that nature to get more visibility.