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Google Tops in Customer Satisfaction? Ask Those Who’ve Suffered Through Outages

When its comes to "portals and search engines" Google once again tops  the University of Michigan’s American Customer Satisfaction Index (ACSI).

The search engine soared 10% to gain the top spot with a score of 86. Yahoo slipped two points (77), MSN remained the same (75), with rounding out the search engines with a one point drop to 74.

Are you thinking what I’m thinking? With all of the recent customer service issues and outages, how in the world did Google not only take #1, but do so with a 10 point increase?

The answer? I suspect the index focuses strongly on the general satisfaction of Google’s search engine users, and less so on those power users that rely on Google for email, calendar, docs, etc.

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Online Reputation and Buzz Monitoring Buyer’s Guide 2008

If I’m not reading a MarketingSherpa report, you’ll likely find my nose buried in a report from the equally great E-consultancy.

E-consultancy is a UK based research company–so you’ll find a lot of European bias in its reports–but they’re always worth reading. The latest, Online Reputation and Buzz Monitoring Buyer’s Guide 2008, is no exception.

Here’s how E-consultancy describes the guide:

This buyer’s guide has been written for those who are looking for technology and services relating to online reputation monitoring, with profiles of 16 leading suppliers.

The guide also provides detail on the issues and trends relating to social media and "buzz" monitoring, as well as containing tips and pitfalls for companies looking for the most suitable supplier.

New Google Insights: Fact or Fiction? You Tell Me

Google has announced the latest iteration in its quest to provide more analytics–Google Insights. Building on the recent updates to Google Trends, Insights offers better filtering, related keywords, keywords with “rising” popularity, and a global heat map.

It’s a smorgasbord of data.

Google claims Google Insights is…

“…a new product designed with the advertiser in mind. It provides more flexibility and functionality for advertisers and marketers to understand search behavior…”

I think it will appeal greatly to those of us that don’t have access to more comprehensive market research–which is probably 99% of us–but I’d caution building your entire marketing campaign around the data provided by Google Insights.

For example, take a look at this data for the keyword “iPhone.”

New Study Shows 45% of Search Marketing Campaigns are Isolated from Offline Efforts

New research from iProspect and JupiterResearch reveals that 45% of search marketing campaigns aren’t integrated with offline marketing efforts.

In fact, the study finds that just over half of search engine marketers (55%) intentionally integrate their efforts with at least one offline marketing channel. Specifically, that integration most often takes place with direct mail (34%) and magazine/newspaper advertising (29%), while both television (12%) and radio advertising (12%) trail behind.

It seems to me that 55% is a healthy number. Search marketing is only just finding a dedicated place in the marketing budgets of companies, so it’s still early days, when it comes to blending SEM with other channels. iProspect suggests a few reasons why more campaigns aren’t integrated:

  • lack of budget (19%)
  • lack of human resources (15%)

Hey Yahoo and Microsoft – That Sound You Hear is Google Sucking up Your Ad Profits!

While Yahoo is busy slurping, Google keeps sucking market share like an out of control turbine powered Hoover vacuum cleaner. Sucking the ad dollars right out of Yahoo’s pockets, that is. Great news for MSN though! In Q2 2008 versus Q2 2007, Microsoft Live Search only lost $0.01 on every search dollar spent while Yahoo lost $0.09! Guess who picked up that additional $.10? Why, it was GoogleVac! This according to Mountain View, California based Efficient Frontier.

Google Sucking Up Profits

Google accounted for 77.4 percent of total search engine spending in Q2 2008, an increase of 2 percentage points over the previous year. Yahoo! lost nearly 2 percentage points of search engine share in that period, accounting for 17.8 percent of total spend, and Microsoft Live Search’s share remained relatively stable at 4.8 percent of search engine spending.

New Survey: 55% of Companies Not Prepared for Online Reputation Crisis

Paul Dunay has finished his Reputation Management for New Media Survey and you can now download the report–for free!

Finding useful stats on for online reputation management can be a chore, so I’m excited to get some insight into how companies are preparing, or not preparing.

Some highlights include:

  • 53% of companies are making reputation monitoring a strategic priority in 2008.
  • Yet, only 42% have any kind of online reputation plan in place, and
  • 55% of those polled say they are not adequately prepared to handle a reputation crisis.
  • 63% of companies do not have a formal policy in place regarding employee blogs.

Trackur co-sponsored the report with Marketing Profs and you’ll find a very special Trackur offer inside the report!