Monday, December 23, 2013

What is Screen-Magic Labs?

What is Screen-Magic Labs?
Innovation is a distinction between a leader and a follower! – Steve Jobs
 
Yes, We believe in the Same,  Screen-Magic wants to be a Leader in Technology Space, not a follower.
But Any Idea/Innovation is worthless until it solves real life problems. With basic need of having strong connect with real world, born the Idea of Screen-Magic Labs.
 
At Screen-Magic, We are proud to have a strong team with amazing technology knowledge and great vision for enterprises, We have created great products in past few years, but We are committed to build better products. The thousands of our customers have tried their hands on our products. Messages sent through our services are touching the lives of million of people. With Rapid emergence of Cloud Computing, Mobile Apps and Web 2.0, It seems that we are experiencing the most amazing era of technology revolution.
 
With Our Team working on lots of exciting things, We would like to share those with the real audience as soon as possible. We want, Screen-Magic Labs to be a medium to share things with outside world. It will help us to make sure that all of our efforts goes into building a meaningful products which create real value.
 
About Screen-Magic :-
 
Screen-Magic is a 5-year young startup based out of Pune. Its primary focus is on making enterprises Mobile Ready. Screen-Magic is currently has an ISV partnership with worlds leading On-demand CRM Company – Salesforce.com and partnership with another world leader in CRM industry – Zoho.com. SMS Magic is one of the popular application on Salesforce AppExchange. SMS Magic help businesses to enable SMS connectivity on CRM in automated and personal way.

Monday, December 9, 2013

Digital Marketing Manager work ex - 8+years

Job Responsibilities :
  • Conceptualizing & running digital marketing strategies to acquire customers in the most cost effective manner
  • Execute and Manage regular SEO, Email Marketing, Social Media Marketing, and content Marketing
  • Introduce best practices in media plan across disciplines such as Google Ad-words, Google Analytics, LinkedIn Ads etc, and other emerging trends in digital advertising
  • Build and track conversion funnels for our website using internally used CRM as well as 3rd party tools such as Google Analytics, Mixpanel, Optimizely, and more.
  • Build and execute content strategies for blogs, social media channels, video networks, newsletters, emails, and other engagement channels
  • Work closely with third party content development as well as marketing partners.
  • Architect and implement digital marketing programs associated with key business goals including - lead generation, awareness, consideration, engagement, loyalty and conversion rates.
  • Plan and Manage Content Generation as well as publication on multiple channels.
  • Develop, adapt & execute multi-platform social media strategies, including but not limited to managing communities, editorial calendars, measuring digital footprint, building & maintaining blogger/community relationships
  • Develop social listening and learning framework to ensure customer insights are integrated into campaigns and customer engagement channels. Define and develop proof of concepts to test innovative tactics.
  • Analyze post-campaign metrics to set best practices and optimize advertising campaigns for brand awareness as well as conversion
  • Support marketing and sales teams with design and execution of marketing collateral and materials
  • Present design work to internal clients, marketing managers and senior management for review and approval
Skillsets

  • Have a RELEVANT Software Product Marketing experience of 10+ years.
  • Ready to get hands dirty in execution.
  • Understand the digital marketing space which include Media Planning, Social Media, Content, Analytics, Emailers, Designs and Customer segmentation.
  • Highly self Motivated.
  • Analytic and execution Skills across digital marketing functions such as: SEO, analytics/e-commerce funnel management, social media, and more
  • Understand web technologies (Cookies, HTML, CSS, JavaScript, A/B testing, etc.)
  • Exceptional communication skills (spoken & written)
  • Highly numerate and believe in measuring and analyzing everything you possibly can
  • Hands on with new and Out of Box ideas (can execute and manage campaigns on the same line)
  • You are passionate about building a brand in the consumer web space
  • General Personality Traits : Presentable, Articulate, Well Informed about market trends
  • Salary At Par with Industry Standard

    If you think we are talking about you, please drop email on [email protected]/[email protected] with Subject " Application for Digital Marketing Manager".

    See you soon.

Tuesday, October 29, 2013

Screen-Magic Team @ Hacknight - Classified SMS Inbox on Your Android

Our dev-team,  under the leadership of Vivek Garg(@ideason), participated in Droidcon Hacknight organized at Thoughtworks Pune. They created an android application in 18 hrs of Non-Stop programming. Our Lead Developers Asmita (@i) and Purushottam (@u) played a key role, along with Hussain (@hussain_tamboli), Ganesh (@31) and Abhilash. We were one of the few teams which successfully demo'd application at the Dawn. Thoughtwork environment was great experience for the team.
Idea Presentation



Here is the App Concept :-
Although SMS is a Tiny Thing, managing it on your phone with limited space and memory, quite times becomes a Huge Thing overtime, as your sms'es keep stacking up.  With thousand SMSes in your Inbox, You don't have time to delete those or For some who don't even open up messages, this turns up into great nightmare, Phone hanging, loosing messages from your near-dear ones. No good way to clean up your Inbox with unwanted, unread messages.

 With heavy use of SMS by enterprises for updating customers about various types on notifications and offers, your inbox stacks up in a no time.  If you want to switch a phone, take it granted that you would lose all the messages, unless you are really mobile phone fanatic or someone around you is who will help you out but both are the cases 1 in a million.

To solve this problem, Screen-Magic team has conceptualized and developed an android application which will help you categorize your sms with highly customizable category view of your SMS Inbox Like Gmail's new UI.Now you can safely ignore promotional or notificational SMS from enterprises/marketers or read them in your spare/leisure time.

Screen-Magic is proposing a Online Backup through this app with your own choice of BAAS provider so that you can take backup of your sms'es into any of your private stores like Google doc or Evernote.

Have a look at videos to get feel of things.
At MidNight!
https://hasgeek.tv/droidconin/2013-pune-hacknight/764-sms-inbox-app-progress



Jai Ho!


Great Work, Time for Felicitation








Team at Work

Tuesday, October 15, 2013

Webinar: SMS on Workflows - Your Key to Automated Business Communications

SMS on Workflows can help automate all your business communications in a few minutes!

In this webinar, explore -

  • How to use SMS on Workflows for incoming SMS
  • How to track batch executions of bulk SMS
  • Check out some success stories of businesses using SMS on Workflows


Topic: “SMS on Workflows - Your Key to Automated Business Communications


Schedule:

22nd Oct 2013  at 10:00 am - 10:30 am BST (UK) (2:30 pm - 3:00 pm IST)
22nd Oct 2013 at 10:00 am - 10:30 am PST (USA) (10:30 pm - 11:00 pm IST)
23rd Oct 2013 at 3:00 pm  -  3:30 pm AEST (AUS) (9:30 am - 10:00 am IST)


Automate SMS Communications in Minutes with SMS on Workflow v.1.7


In August 2013 we introduced our SMS Magic Interact v.1.30 in our attempt to enhance your user experience of the product. Check it out, if you missed it. We had promised you then to continue striving to provide the best features and additions to our array of products, We have taken one more step in that direction.


SMS on Workflow v.1.7 Released!
Just two month down the line we are proud to present our latest version of SMS on Workflow v.1.7 - one of our customers favorite add-ons.  Get your hands on it here.

What brought about this innovation? Well, long story short, there is no direct way provided by Salesforce to send SMS from the Workflow feature. It provides only limited actions like email, field update, task creation and outbound message on any rule. As we all know, Workflow automation is key to any business' success. It saves time and manual intervention in process execution. Not surprisingly, automation on SMS notification (with its ability to reach any where any time), is one of the popularly demanded features from our customers. 

So, our think-tank at Screen-Magic came up with this great solution - SMS on workflows to serve our customers' demands for automation. Today many of our customers are using this add-on feature. But we haven't stopped at that. Over the past few months, our team has bettered this package by including some customer suggested features in it.  

With SMS on Workflows, we have enabled businesses to automate their business communications right from simple "Thank you!" messages to urgent alerts like "downtime notifications" for any object (Standard/ Custom).

Intuitive Getting Started Process.
We understand how comforting it is to have a UI that shows you everything you need at the same place. In the new version we have made the UI more intuitive to help you get started easily. You do not need to do elaborate upfront configurations again.


Make you mark with a  Sender ID.
Isn't it wonderful when your receiver knows it's you who is reaching out to him and not some randomly generated number? And what better way to ensure it than use a unique sender ID. We know what a crucial role your sender id can play for you and so in the new version you can select your preferred sender id while creating your workflow configuration. Say "Bye!-Bye!" to a default sender ID.


Figure 1: Select Name Field & Sender ID

Know Who is Receiving Your Messages.
Its not all machine's game! As a end user, we know you must be excited to see how things are working and who is receiving your messages. We have added the required human touch here. you can add recipients name to personalize your message and also to figure out in a moment to see who is receiving your messages. We have provided you an option to select the name field too while configuring a workflow rule. With this in place, you can see who all have received your messages thus making tracking easier.

Track Batch execution of Bulk SMS.
You know those times when you send a campaign or a batch of bulk SMS and the only way you can track it by refreshing your screen periodically? We totally understand what an "Arrghh!!!" moment it can be. Salesforce is SAAS platform and it has its own limitations for handling bulk records. Though Salesforce has a batch execution feature for handling bulk SMS automation but it happens in the background hidden from the users' view. We have tried to present you a view where you can track progress of an automated bulk message execution. You can see your "In Progress" messages populate your SMS History related list as their status changes to "Completed".


Figure 2: Track Batch Execution

Send upto 3000 automated SMSes at a time!
In previous version, we had a limit of four concurrent workflow rules. It was quite unrealistic for businesses who have complex scenarios and hence need a large number of workflow rules. In this version, you can configure as many as 3000 workflow rules and also send all the messages in one go! Now you can define as many workflow rules required and experience complete automation. If you have doubts, feel free to drop email to our support team.

There is indeed so much more that you can do with the new SMS on Workflow v.1.7.

Friday, October 11, 2013

Screen Magic Server Downtime Notification: Saturday, 12th October 2013 - 8:00 am - 9:00 am IST


In our pursuit to provide you the best service, we have scheduled an urgent server maintenance tomorrow -


 12th October 2013 from 8:00 am - 9:00 am IST.

Unfortunately, the outgoing and incoming SMS traffic will be affected as our server will be unavailable during this period and you will not be able to use SMS Magic during this brief period. We request you to plan your activities accordingly.

This maintenance will provide new features on the customer portal and enhance your experience with us.

Down-time Details


Server  https://sms-magic.in
Type    : Maintenance
Customer Impact  : High
Date       : Saturday, October 12th, 2013
Time   : 8:00 AM to 9:00 AM (IST)
Impacted Service  : SMS, Inbound SMS
Impacted Customers  : Banks
Description  : Urgent maintenance of our servers to add new features.

We apologise for the inconvenience caused.


Warm Regards,
SMS Magic Team
[email protected]

Wednesday, August 14, 2013

SMS Magic Interact v.1.30 is Out..!


Engage Your Customers in a Whole New Way.

First of all, Thank you all for your feed-backs and reviews.

SMS Magic is a plug and play application on Salesforce CRM. It provides the capability to send/receive SMS notifications on CRM. Our application integrates seamlessly with all the features of Salesforce environment. 

In pursuit to serve you better, we have been constantly evolving SMS Magic Interact based on your valued inputs. 

We are happy to present New SMS Magic Interact v.1.30 to you. Enriched with your feed-backs and other must haves, v.1.30 boast following new features:
  1. Compose SMS in new Pop-up screen
    We understand that navigating away from any screen for some action actually cause a loss of context. To save your clicks and time, we have come up with sleek pop up screens for composing SMS on the same screen. It carries all the previous features, and still makes your life easier.
    Fig.1. Compose SMS with Pop up Screen
  2. Interactive Error Logs
    Added errors messages to notify if mobile number is missing or invalid mobile number. The application gives you very straight and to the point error logs, to help you understand where things went wrong and how to correct them. The whole new bunch of error logs is created to save your time and guide you to success. 
    Fig.2. Interactive Error Logs


  3. Automate Opt-out Management
    It is indeed tiring to manually update the contact status every time a contact decides to opt-out. The new version gives you the facility to define keywords such as “STOP” or “Unsubscribe” which help to define a workflow rule/ trigger an action to automatically opt-out the responder. 
    Fig.3. SMS Opt-Out Field and Running Campaigns

  4. New Add-on features – SMS on Workflow Rules & SMS Scheduler
    These two brand new features allow you to send messages for predefined triggers. You can define workflow rules and create a related task to send messages.
    Fig.4. Send SMS on Workflow Rules

  5. We are sure you must have had to make some tough choices like choose one critical task over another scheduled to occur at the same time and we can completely relate to that dilemma of. With our new SMS Scheduler, you will never again have to choose the more pressing one (as long as one of the two is about sending messages). Just schedule your messages to reach your target audience at a time you want. What’s more you can even schedule messages to be sent on holidays!
    Fig.5. Schedule SMS Screen

    FAQs

    Q: For which editions of Salesforce is the upgrade available?
    A: For Developer edition, Production and Sandbox environments of Professional, Enterprise and Unlimited editions.

    Q: Will the upgrade allow more users to use the app?
    A: User permissions will remain the same as were in previous versions of package.  Salesforce Administrator can manage user's access to SMS Magic Application. There is no restriction from our side.

    Q: How much will it cost?
    A: For customers already subscribed to SMS Magic Interact, there will be no additional cost. You can directly upgrade the package. For customers using Basic version of the application, please get in touch with our Sales team at [email protected] for upgrading your package. Visit Interact Pricing for detailed pricing.

    Q: How will the upgrade affect my current eco-system?
    A: There are no major changes in the working of application.  This version is more user friendly and interactive.

    Q: Will the upgrade erase the previous data?
    A: For customers using SMS Magic Interact with package prefix "smsmagicinteract__" and having application version greater than 1.20, it will be just point and click update which will update changed package components and data will remain as it is.
    For customers using other versions of SMS Magic, you might have to uninstall the application and install the new version. This will require taking backup of your SMS data before you upgrade and then reload the data back after uploading. Please click here for detailed steps on upgrade.  (To see instructions on how to check your package prefix, click here) For any help, reach out to us at [email protected]

    Q: Will my company experience any downtime? For how long?
    A: There will be downtime of upto 5-30 minutes depending on the type of upgrade. If it’s a point and click update, it will not take more than 5 minutes to install new package. However, if there is need to backup old data and then reloading it back to Salesforce, it might go up to 30 minutes.

    Q: Does my team need any additional training to use the new version?
    A: No, the basic functionality of application is still the same. If you are looking to implement new interface (pop-up), then you might have to train your team on it.

    Q: Will the security of my data be affected by the upgrade?
    A: No! It is as secure as it can be!  All data transmission happens over secure SSL protocol. Refer Q.19 from our application FAQ's for more details on this.

    Q: How Do I Upgrade to new version ? 


Wednesday, August 7, 2013

Opening for Full-Time Product Manager - 3-5 yrs of Experience



Screen-Magic Mobile Media Pvt Ltd, a Pune-based Product Startup, is Looking for Full-time Product Manager.
We have built some very good products in Enterprise, Cloud and Mobile space in last 3-4 years. We have around 500+ enterprise customers in different geographies like US, Europe, Australia. We have clear focus on products. We are looking to strengthen our core product portfolio as well as working on new concepts to create better products for Enterprise Markets.


Key Responsibilities
  • Identify and present innovative and creative product solutions.
  • Project management of all product integration/launches/changes throughout implementation.
  • Identify the business and operational requirements based upon the business requirements & objectives of each product.
  • Display a high level of critical thinking in cross-functional process analysis and problem resolution for new and existing products.
  • Coordinate and build strong working relations with various internal organizations including; IT, Engineering, Sales, Marketing, Product Development, & Operations.
  • Lead the development, approval, training, and communication of new products/product changes and their associated customer, operational, system, & process impacts to the various internal organizations.
  • Develop & conduct specialized training on new products launched and raise awareness & application of relevant subject matter.
  • Monitor internal processes for efficiency and validity pre & post product launch/changes.
  • Participate in opportunities to develop both personally and professionally.
  • Manage in-life product performance: sales, margin, and churn, conducting extensive numerical analysis using company data.
  • Direct interaction with Customers to build relationships with the customers, to become the Voice of Customer within the Company.
  • Upto 20% travel in  US, Europe or APAC to meet customers.
Education and/or Experience Requirements:
  • Bachelors degree in business, marketing, engineering, science;
  • 6-8 years of software industry experience (Consumer or Enterprise) 
  • 3 – 5 years of prior experience of successful Product Management in a high tech company with proven ability to launch new products from concept to launch 
  • Experience in product development, strategic planning, and implementation preferred.
Knowledge and Skill Requirements:
  • Excellent communication skills (verbal and written);
  • Advanced spreadsheet and numerical analysis skills: business cases, margin and cash flow analysis;
  • Ability to write and deliver training courses and materials;
  • Ability to exercise tact and good interpersonal skills;
  • Project management skills;
  • Analytical and problem solving skills;
  • Ability to be pro-active with a sense of urgency;
  • Ability to read, understand and communicate technical documentation; and
  • Be a self-starter, a highly motivated person able to work in a fast paced environment that is continually changing.

We will offer attractive compensation package as per industry standard.


Monday, May 27, 2013

Job Opening : Marketing Intern @ Screen Magic Mobile Media Pvt. Ltd.

Screen Magic Mobile Media Pvt. Ltd. is looking for full time Marketing Interns.

We are very passionate about adding value to mobile communication through innovation. It’s no wonder that our young team of engineers, designers and MBA graduates take their roles very seriously but we also have some serious fun here. :) Work with us to feel the pulse! 

Job Description

·      Content Management – Generate content for the company social handles such as twitter, LinkedIn, Facebook etc.
·      Lead Generation – Generate a list for target customers for the company, connect with the prospects, and engage them through various media such as cold calling, emails and sharing other literature.
      Market Research – Assist the market research initiatives by actively participating in the market research activities involving both primary and secondary research.

Essentials

·      Excellent communicator with a flair for writing and a strong command over English.
·      Web savvy with a keen interest in web applications, tools and techniques.
·      A keen networker who can build and engage good long term professional relationships.
·      A passion to learn and grow in a vibrant start-up environment will be an added advantage.

·      A creative and innovative mind who can also implement the theoretical knowledge in a real time environment.                  

·          For more information refer to our webiste - www.screen-magic.com

 Think you have what it takes? Just drop us a mail on [email protected] or [email protected] and we will get in touch with you.


Sunday, May 26, 2013

Screen-Magic Server Downtime Notification - May 26th 2013 - Completed



Dear All, 
In our continuous effort to provide reliable services to you, We have decided to upgrade our Server Infrastructure. Please be informed that We will be performing Up-gradation/maintenance work during the period specified below which will affect outgoing and incoming SMS traffic.

Type: Server Upgrade

Customer Impact: High

Date: Sunday, May 26th, 2013

Time: 11AM to 12PM (IST, Indian Standard Time)

Impacted Services: SMS Magic App on Salesforce , SMS Magic Customer Portal, Zoho Services, Banking Services.

Description: We are upgrading Server Infrastructure for better performance and enhanced security.
We apologize for the inconvenience, and will keep you updated with the latest developments if need arises.


Kind Regards,

SMS Magic Team
[email protected]

For more information on SMS Magic Interact, go to 


Follow us on Twitter and Facebook


Wednesday, May 15, 2013

Text, Connect, Engage – Reasons to use SMS Marketing


As children, none of us would have ever imagined a talking device (read telephone) without a long curled up wire hanging out of its bottom but then soon cordless devices kicked in and before we knew it, first mobile showed up and soon, gingerbread was a no more a cookie nor were jellybeans sweets or ice-cream sandwich just another dessert. Even fruits like Blackberry and Apple weren't just fruits any more. Today, gingerbread, jellybeans and ice cream sandwich are android platforms and blackberry and apple are the most sought out smart-phone brands. All thanks to the mobile revolution that followed!

The global mobile usage is on a sharp rise to the extent that there could be more mobile devices than people. In fact  there are over 5 Billion mobile users and the 1 Billion smart phone users are slated to increase by 42 % annually. With such stats at hand, it’s not surprising that text messages are becoming the new favorite in the marketing world.

Wondering why? The most popular reasons for the increasing popularity of mobile marketing is credited to highest reach and cost effectiveness.

Worldwide a rough 75% of the global population prefers to be contact through sms than any other medium for promotional offers and the reasons are simple – for one it’s non-intrusive as all the receivers have opted-in to be contacted. Secondly, it’s treated less as spam as against emails, text messages received daily are relatively lesser. What better reason to incorporate mobile marketing in your mix?
Statistically speaking; text messages boast of an open rate of more than 99% as against 33% of emails open rate! The survey conducted by Single Point further revealed news even more remarkable, 90% of the messages are read in less than three minutes of their delivery. That means three times the customer are contacted and engaged almost immediately.


With such a phenomenal reach, who wouldn't want to add sms/ mobile marketing to their complex mix of marketing plans and strategies? It’s no wonder that the sms advertising revenues of the USA markets are foreseeing a gigantic leap from $101M of 2012 to $2162M by 2017 and that too strictly for its local markets alone. In fact  a study by e-tailing group in 2011 showed 29% of the marketers planning to incorporate text messaging as a marketing medium in their next year marketing plans.



By 2013 however 45% of the marketers are planning to increase their marketing budgets and specifically their mobile budgets of which a substantial 42.8% are willing to increase their mobile marketing budgets alone.


 For instance, 33% of Americans i.e. 1/3rd for the American population prefer to have mobile offers to be delivered through text messages whereas in France it’s as high as 60% of the population.


Demographically as well, 75% of adults are sms savvy but a whopping 94% of teens and students text every day. Infact 75% of the student populace never part with phones and a humongous 94% text every day! And believe it or not, the mobile ad world is not untouched by the war of the sexes, 29% of women trust sms ads as against 22% of men. Though the numbers are not very far away, it is still an interesting fact for a company with women centric products and services.

Worldwide a rough 75% of the global population prefers to be contact through sms than any other medium for promotional offers and the reasons are simple – for one it’s non-intrusive as all the receivers have opted-in to be contacted. Secondly, it’s treated less as spam as against emails, text messages received daily are relatively lesser. What better reason to incorporate mobile marketing in your mix?
Study has shown that mobile coupons are redeemed 10 times faster than traditional ones; also mobile ads are four to five times more effective online in creating brand visibility, awareness and inducing a purchase not to mention that 70% of the expected actions are initiated in an hour’s time.

 Looks like we do have enough reasons to go all mobile after all.


Tuesday, April 23, 2013

Customer Company – A Deeper Dive into Customer Psychology - Part 1


So, after all the new technology, new high yielding online tools and research, the question still elude most of the people “How well do you know your customers?” 

Certainly it seems to be tough to measure and evaluate the statement “KNOWING THE CUSTOMER”
So what exactly matters? 

Have you tried touching soft human feelings,entertain the eternal child and intrigue the non-resting explorer inside your customers?

What we are talking here is much beyond technology,frameworks,networks and tools. We are talking about Human, his Interactions, his motivation and his behavior as a social Animal.

We have only few so called tools that can help us to address these fine and subtle characteristics of our customers.  First is the facts and data in Social Psychology, second, Company customer Interactions fact.

With these insights into the human mind and research studies on customer loyalty, we can more objectively approach questions like, “What makes a happy customer?”

Let’s get started…and explore what exactly “MAKES THEM HAPPY”.

1. For Customers, its Quality of Service that wins their heart, and not Speed of Service.


“When marketers emphasize doing things faster, they often end up doing things worse”
by William J. McEwen
Excerpted from Married to the Brand
When it comes to a memorable service people tell their friends about, it’s almost by default required that the service be friendlier and experience be more satisfying rather than quick check out business journal revealing this fact)This was especially true for service in premium or prestigious markets, such as customer support at a bank.Customer Experience Report by RightNow, says that the #1 reason customers would abandon a brand was due to poor quality and rude customer service, which were cited 18% more often than “slow or untimely service.”

Timely service is important, but customers are much more likely to remember brands that went above and beyond to solve their problems over brands that got them out the door quickly.


2. Sometime, Customers Exactly Know What They Want .If You Include Them in Your Process, They Will Help.

“It can be really hard to design products by focus groups. A lot of times, people don’t know what they want until you show it to them. “    -   Steve Jobs


This is certainly true in some instances, as it can be rewarding for brands to give their customers things they didn’t know they needed before they even ask.

Research says customers DO know what they want in many situations. There are certain things that  customers are just flat out better at than you, and one of the things they can be quite good at is “understanding” their peers’ needs.

A study from the Institute of Management Sciences (headed by MIT’s Eric von Hippel) paints a very interesting picture of just how important customer input is in the success of many businesses.
The crucial conclusions of the study were as follows:
  1. In a study of 1,193 commercially successful innovations across nine industries, 737 (60%) came from customers (i.e., customers can have very innovative ideas).
  2. User-created innovations have been successfully utilized to turn around “innovative slump periods.”

While #1 is certainly a shocking revelation, there is a unique case study for #2 that really paints a believable picture for just how valuable customer input is.

The example comes to us from 3M. 3M’s poorly performing Medical-Surgical Markets Division was looking for a way to kick start its lackluster innovation record in the 90s.

Instead of taking the standard route (relying on internal, employee backed ideas), a separate team was formed to search for breakthrough innovation that consisted of the “lead users” (read: customers).
When the results of these two groups (users vs. employees) were compared side-by-side in terms of revenue generated, the differences were quite drastic:
  • User-lead innovations had an average revenue of $146 million dollars (in 5 years)
  • Internally generated innovations had an average revenue of $18 million (for the same span of time).

The results were clear: Customers were coming up with the winning ideas more often than not.
Be sure to utilize your customers to their fullest potential in your business: Customer surveys and analyzing customer feedback should be an integral part of your research.

3. Customers like Loyalty Programs… as Long as You Make Them Seem Easy and fulfilling.



For years, A lot of different loyalty programs have been defined but sadly none stick to the market.

Interestingly, a research by two social psychologists finally reveals a way to make it happen.Consumer researchers, Joseph Nunes and Xavier Dreze, have made some startling findings on customer reward programs.
The critical findings of their research can be summed up as follows:
  1. Customers like reward programs but are much more likely to participate if the business in question utilizes “artificial advancement.”
  2. In a truly interesting look into human nature, people like being part of “gold” and “premium” reward groups… but only if there is a group of people below them.

Now what does that mean?
For #1, it’s essential that we understand what “artificial advancement” really means.
In their research on the Endowed Progress Effect, Nunes and Dreze tested two versions of a car-wash loyalty program, which consisted of a card that got stamped after every wash.

The first card needed 8 stamps to get a free wash.The second card needed 10 stamps to get a free wash, but 2 stamps were automatically added when the customer joined.

That means both cards took 8 stamps total to get a free wash; they were just framed differently. Which one do you think performed better?

Their findings: Despite the similar process, the second card performed almost twice as well as the first card, having 34 percent of participants complete it versus 19 percent for the other card.

Why is this important?
It shows that customers are more likely to stick with loyalty programs if the task at hand is framed as already being started.

Beginning a new task is a point where our brains often try to sabotage us, and additional research has shown that we are much more likely to complete a task if we feel like we’ve already taken the first few steps. This “artificial advancement” used on the second card was what made customers more likely to complete the card program to the end.

Last but not least, Nunes did a separate study on reward levels within customer loyalty programs and found that customers are even MORE loyal if they are labeled within a “gold club,” but only if there is another level below them.
The Takeaway?
Customers will embrace loyalty programs if you can make them feel like they aren’t a “new task” to perform, but a task that’s already begun. They also like being part of different levels and will strive to be in a “gold club”… but only if there are levels below them.

4. It takes a 16px thought to WOW your customers, and most of the times, it doesn’t Take a Lot of Money

“ WOWing” your customer means to be Customers completely blown away by a seemingly 16px but very thoughtful action. Here is an example of person who created a positive and unexpected experience for their customer. (Their employers are lucky to have them on staff.)

Minerva is employee at a car dealer. A customer came in wanting a replacement key chain. Apparently there was a problem with hers. The employee she spoke with discovered the dealer was out of stock. Rather than send the customer away empty handed, Minerva reached into her purse and gave the customer hers, which was the same kind the customer wanted.

The customer was thrilled. It was a small gesture but unexpected and thoughtful. This customer was so thrilled she has repeated the story more than once.
As she tells it, “So I thought of booking for the next shipment that could have taken generally one month or so. Minerva (Customer Exec) handed me her keychain that was exactly same as I wanted, made my day. They care for you. ”
What’s actually happening: While the cost of the gifts/actions is quite 16px, the human mind simply cannot refuse the psychological construct of reciprocity.Reciprocity can be summed up as our natural inclination to feel grateful for favors and our desire to “pay them back,” no matter how small they are .
It’s the intention of the giver that affects the perceived value of the gift. 
Customers perceive the service as a genuine act of kindness rather than as you trying to buy their affection with costly gifts. “Check out how you can actually wow your customers”
So remember, it doesn’t take huge expenses to win customers over!

5. Its give and take buddy. Customers Will Remember Your Business If You Can Remember Their Names

What’s the sweetest sound that can flutter into your ears?
Recent research studying brain activation tells that its “Your Name”. (No prizes for Right Guess) Everyone loves hearing their own name!

The implications of this have been seen across a variety of situations in dealing with customers:
  1. People tend to like you more if you use their name a few times during conversations. (But there is a limit; saying their name too much becomes unnatural and insincere.)
  2. People open emails with more consistency if their name is included. (That’s a big reason to ask for a name if you want increased conversions via email.)
  3. People often assume you are more competent if you know their name; it’s a big part of their identity, and if you recall it and use it, you are instantly viewed in a better light in their eyes. 
Utilizing customer names when interacting with them directly is an important part of making people feel like individuals rather than a “support ticket” Or “ Job Sheet Number”.
There’s quite a difference between receiving an automated email from “DO-NOT-REPLY” versus receiving one from “Scott” saying, “Hey Greg, thank you for your purchase! :)”

Always keep that in mind!

I hope the first installment of the Research will help you in breaking in the fantasized myth of "KNOWING YOUR CUSTOMERS" statement.  Do let me know what you feel, stay tuned to be the part of next part. You can reach me on Twitter @nitintweets