SOASTA-Reactions-to-Poor-Mobile-Experiences-June2013Marketers seem to be having some trouble understanding the customer’s mobile experience, but consumers seem quite ready to tell brands how they feel about an experience gone wrong. According to a survey conducted by Harris Interactive on behalf of SOASTA, about 9 in 10 Americans associate negative feelings with brands that have poorly performing mobile experiences. Most commonly, they feel annoyed (75%) and frustrated (69%), with some also expressing distrust (19%), anger (13%) and disrespect (12%) to the brand.

via Brands With Poorly Performing Mobile Experiences Annoy Consumers.

Chitika-Percentage-Traffic-by-Google-Search-Result-Position-Page-June2013A recent study [download page] from Chitika illustrates just how important search rankings are. According to the analysis (limited to Google search results in the US and Canada), the top position enjoys 32.5% share of traffic, almost double the 17.6% afforded the next result. From there the declines continue, with the 10th position garnering just 2.4% of the search traffic. The results are remarkably similar to another study conducted by Chitika 3 years ago, which found the top position fetching about 34% of traffic.

via Top 2 Results on Google Net Half of Search Traffic.

Newspaper publishers beleaguered by digital developments for the past decade are starting to believe that business models to support digital journalism have emerged. Their increasing optimism is driven by a number of factors: the growing revenue from paywalls and digital apps for tablets and smartphones, as well as a more favourable shift in public attitudes towards paying for online news. These trends are leading more newspapers to shut off or reduce the flow of free digital news, with the Daily Telegraph and the Sun recently introducing pay services, and about half of US newspapers currently charging for some digital news services.

via Digital news is finally starting to pay | Media | guardian.co.uk.

VanBelleghem-Customer-Service-Response-Times-by-Channel-June2013When consumers have an issue with a company that needs to be resolved, a leading 92% say that it’s important that their problem is taken seriously, according to a new study from Steven Van Belleghem, in association with SSI and No Problem. Right behind that, though, they want speed – with 9 in 10 saying that this is important. But expectations differ regarding how quickly issues are responded to when sorting by contact channel. Consumers hold their highest expectations for the phone, with 86% expecting a response within 4 hours when using it. However, 55% expect a response within 4 hours when using Facebook or Twitter.

via Consumers More Likely to Expect Quick Service Response Via Social Than Email.

ConsumerAction-Consumer-Attitudes-to-Online-Tracking-June2013While recent study results from the Digital Advertising Alliance (DAA) suggest that consumers prefer targeted to random online ads, a new Microsoft-supported survey [pdf] from Consumer Action finds that internet users overwhelmingly disagree with the premise that they find online tracking to be harmless if it results in their being shown more relevant ads. With the vast majority of Americans feeling that they’ve lost control of their privacy online, the right to control the information collected about them online shows up as very important to the survey respondents.

via Consumers Don’t Consider Online Tracking to be Harmless.

Asked which technology-related trends are having a significant impact on their business, a leading 71% of retailers pointed to social media, with a majority also citing mobile/online shopping 52% and mobile/online promotions and coupons 51% as significant influences, per results [pdf] from a KPMG survey. The researchers note that “brick and mortar stores are now viewed with newfound potential,” largely as a result of new social and mobile technologies.

via Retailers Say Social Having Big Impact on Business.

Many people ask me how I manage my social media accounts (and others make stuff up rather than figure out what I do). Here are the gory, inside-story details. Perhaps you may find some of my methods useful to help you get the most out of social media, too. I wrote this article for my friends at Hubspot in May, this is the June 2013 update.

via How I Manage My Social Media Presence | LinkedIn.

ConstantContact-Small-Biz-Use-Marketing-Tools-June2013The biggest change in how small businesses go about their work this year as opposed to 5 years ago is through their use – or increased use – of online marketing tools, according to results from a survey sponsored by Constant Contact. Indeed, compared to 5 years ago, the adoption of various online marketing tools has soared: 98% of survey respondents now use email marketing up from 64% saying they used them 5 years ago, while 87% use social media marketing up from just 10% 5 years ago. And while finding new customers remains the chief concern for small businesses today, among those who are finding this task easier, a leading 53% say that’s due to more affordable online marketing tools.

via Small Biz Using Digital Marketing More, Crediting It With Customer Acquisition Successes.

Socialbakers-YouTube-v-Vine-Engagement-Rate-on-Twitter-June2013Marketers on Twitter are warming to Vine, and it appears that consumers are too. TechCrunch recently pointed out that Vine climbed past Instagram on the Google Play charts to take the mantle as the top social application, and has also noted that Vine shares on Twitter have surpassed Instagram shares. Now, new data from Socialbakers indicates that tweets containing Vine uploads have a 0.031% engagement rate, not far behind tweeted YouTube videos’ rate of 0.048%.

via Tweets Containing Vine Uploads Seeing “Surprising” Engagement Rates.

According to a new eMarketer report, “Worldwide Social Network Users: 2013 Forecast and Comparative Estimates,” nearly one in four people worldwide will use social networks in 2013. The number of social network users around the world will rise from 1.47 billion in 2012 to 1.73 billion this year, an 18% increase. By 2017, the global social network audience will total 2.55 billion.

via Social Networking Reaches Nearly One in Four Around the World – eMarketer.