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Social Listening and Big Brother: A Consumer Study

Working for NetBase, a social intelligence company that helps the largest brands and agencies in the world understand what consumers are saying about them, I started wondering about Big Brother: Do consumers know we’re listening, and do they care? To answer that, we joined forces with our partner J.D. Power and Associates and surveyed 1,062 consumers across demographics—Millennials to Boomers—and asked them a series of questions. Survey Results Here are key findings from the survey, presented in an infographic: 32% of consumers have no idea brands are listening. They’re talking about companies to their friends, and their feedback is 100% [...]

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The Ten Things We Fear (And Love) About BYOD

Two years ago, BYOD was just another acronym jockeying for acceptance by the technorati. Today, BYOD is a full-on phenomenon, the dominant way by which tablets like the iPad and Android smartphones like the Samsung Galaxy S are entering companies. This is happening in plain view, and with the full approval, of IT managers and CIOs. Take Cisco Systems, where employees use more than 50,000 mobile devices, all of their own choosing. Or Safeguard Properties, which is encouraging its 8,000 freelance home inspectors to arm themselves with iOS and Android devices. Or my employer, SAP, which has adopted Genius Bars [...]

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Philz Coffee Netnography

The positioning for Philz Coffee is all about hand-made, gourmet, and custom. The Philz site says, “If you are serious about coffee, we recommend you immediately fly down to Philz Coffee and try a cup of one of the 20 handmade coffees that 
are on the menu or get some Philz coffee shipped over to you. … Ask Phil how many times people have come directly from the airport just to taste his coffee.” OK, but there are only seven retail locations for Philz— compared to 17,000 for Starbucks—so if you want to try Philz at one of their coffeehouses, [...]

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Starbucks Netnography

Starbucks wants to be “a beacon for coffee lovers everywhere,” but they also want to be purveyors of “everything else that goes with a full and rewarding coffeehouse experience.” The question is, Does devoting time and energy to being “so much more than what we brew” take away focus and resources that could instead be spent on providing the best possible coffee? About Starbucks Since 1971, Starbucks Coffee Company, according to its website, has been committed to ethically sourcing and roasting the highest-quality arabica coffee in the world. Today, the company sells more than 30 coffee blends at 17,000 retail [...]

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