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.net

1. JULY 16 - 18, 2013, Minneapolis, USA
WWW.MRMW.NET
The original, premier event
for the Mobile Marketing
Research Industry

2. WWW.MRMW.NET
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3. 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.

4. New era of business

5. 3
© 2012 QuestBack, SA All Rights Reserved.
Competinginthe
ageofthecustomer

6. Source: Robert Scoble
Social media Starfish - 2008

7. Conversation Prism -- 2013
Sources: Brian Solis and Jesse Thomas

8. 6Listen to your customers

9. 7
Listen to your customers

10. 8
© 2012 QuestBack, SA All Rights Reserved.
Listen to your customers

11. 9
© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback

12. 10
© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback

13. 11
© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback

14. 12
© 2012 QuestBack, SA All Rights Reserved.
Act on social feedback

15. 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.”

16. 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.

17. 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

18. 16One feedback platform 16
HRMERPCRM
QuestBack’s comprehensive Software as a Service and modular software platform
for enterprises: Enterprise Feedback Suite (EFS)

19. 17
© 2012 QuestBack, SA All Rights Reserved.
Q&A
Thank you
www.questback.com
Darren Bosik
Senior Methodologist
Darren.Bosik@questback.com

20. WWW.MRMW.NET
TITLE SPONSOR DIAMOND SPONSOR PLATINUM SPONSOR
GOLD SPONSORS
WORKSHOP HOST
SILVER SPONSORS
PREMIERE SPONSOR
NETWORKING EVENING SPONSOR BAG SPONSORPREMIERE SPONSOR

21. JULY 16 - 18, 2013, Minneapolis, USA
WWW.MRMW.NET
The original, premier event
for the Mobile Marketing
Research Industry