Marketing Pilgrim's Reputation Channel

Marketing Pilgrim's Reputation Channel is sponsored by Trackur.

Customers Say iTunes Provides the Best Mobile Media Experience.

Just a few minutes ago, I wrote about the companies that exceeded customer expectations online. Now we’re going to drill down and see how people feel about the mobile experience. According to ForeSee, Retail is getting some of the best numbers in mobile, followed closely by Travel, Financial Services and Entertainment.

forsee mobile satisfaction

Good scores, but no one is anywhere near 100%.

Larry Freed, president and CEO of ForeSee says,

“With the fast pace of consumer adoption of smartphones and tablets, companies need to recognize the mobile platform is at least as important as the desktop web environment. These mobile benchmark scores suggest there is much work to be done. Companies see the opportunity and they are trying to move fast, but they must be sure to do things the right way to meet the expectations of customers or risk turning them away to competitors.”

Customers Say Amazon Provides the Best Online Experience. Who Provides the Worst?

Tempkin Group caught up with 10,000 people who had interacted with a website in the prior 60 days and asked this question:

Thinking back to your most recent interaction with the websites of these companies,  how satisfied were you with the experience?

The respondents rated their experience on a scale from 1 to 7 and Tempkin averaged out the results to arrive at this — a list of the best and worst on the internet by customer experience.

2013twercompanybestworst

No one scored 100% but Amazon took the top slot with a 77% rating, a full 2 percentage points higher than the next guy in line USAA Bank.

Though they landed in the 70% or under category, these companies still had at least 10 points over their competition: Kaiser Permanente, Advantage Rent A Car, eBay, QVC, Sonic Drive-In, Charles Schwab, and Fidelity Investments.

Reputation Ripoff: Bar Posts Photo of Non-Paying Customer on Facebook

brewersThis past week a “serial dine and ditch” customer met his match when he walked out without paying his tab at Brewers Cabinet in Reno, Nevada. Angry over the un-paid $100 check, an employee snapped the man’s photo and his boss posted the photo on the company Facebook page with a note urging people to turn the man in to the police.

Oh, how mobile phone photography has changed our world.

The post went viral and soon news agencies all over the globe had picked up the story. And speaking of picking up, the man was also picked up by Reno police. His defense? That he didn’t realize he’d gone out without a means to pay and had ever intention of coming back to settle his bill.

Chipotle’s Fake Twitter Hack: Can Customers Take a Joke?

chipotle headerTwitter hacking is as common now as pet rocks in the 70’s. True hacks usually lead to an hour or so of offensive Tweeting followed by numerous mea culpas from the company even though it wasn’t their fault. Sometimes, it’s partially their fault because the “hack” is actually a disgruntled or inebriated employee who decided to make his grievances public.

Then there are those times when a celebrity Tweet-blurts something terrible but instead of owning up to their misdeeds, they claim their account was hacked.

Now we have the case of Chipotle – the folks who “hacked” their own account as a publicity stunt. It worked. They picked up more than 4,000 followers and 12,000 reTweets. Mashable says their normal numbers are around 250 new followers and 75 reTweets. Chipotle has more than 200,000 followers, so it’s not like they were hurting before this all began.

Lessons in Branding from Lifetime’s Supermarket Superstar

supermarket superstarSupermarket Superstar is a new business competition series on Lifetime.  It’s like Shark Tank meets Cupcake Wars and its loaded with great lessons about small business branding.

The series revolves around amateur chefs who think their original product deserves shelf space in a major grocery store. Last night’s premiere episode was all about cakes. The queen of cookies Debbi Fields was on hand to mentor the contestants, along with celebrity chef Michael Chiarello and branding expert Chris Cornyn.

Unlike most cooking shows, this one isn’t all about how the food tastes. In this show, it’s about the brand. There’s only one judge, Tom Dahlen, the buyer for A&P supermarkets. Impress him and you’re on your way.

Good Review on Yelp? Order Lunch While You’re Still on the Page

You’re at the office and you’re hungry but you’re tired of the same old places. You go on Yelp to look for a new place to eat. (Not where I’d go, but apparently it’s where some people go.) You find Harry’s Italian Pizza Bar and wow, they have terrific reviews. Gotta try it – now here’s the make it or break it moment – you place your lunch order right there on the page so it’s ready when you arrive to pick it up.

Without that order system, you might head out thinking you’re going to go to Harry’s but end up at the Greek place that’s two blocks closer. Bad news for Harry.

yelp ordering system

Hey! Duck Dynasty’s Duck Commander Misses Out on New .LA Domain Extension…Almost!

duck-dynasty-laWhen GoDaddy announced the release of the new .LA domain extension you would have expected many Louisiana businesses to say, “Hey, we should get us one of those domains before the Los Angeles folks snap them all up!” Or something like that.

Well, Frank Reed happened to spot that neither DuckDynasty.la or DuckCommander.la had been secured by the good ole Louisiana boys made famous by the AE show Duck Dynasty.

Being huge Duck Dynasty fans, we lept into action. First, Frank shot the Duck Dynasty team an email letting them know that they should jump on it, before someone else registers it…and does who knows what with it. Concerned that they may not see the email under the deluge of fan mail they receive, I pulled up GoDaddy and registered the domains.