Vital but unloved – negative buzz about home telecoms /TV /broadband providers exceeds that of banks, finds Keller Fay
LONDON, March 6, 2014 /PRNewswire – Data from marketing research group Keller Fay’s TalkTrack® programme indicates that negative word of mouth (WOM) for telecom companies providing phone, TV and broadband services in Britain is higher than for most other sectors. Every day in the UK, an estimated 3 million negative opinions are exchanged about one or other of five major providers – BT, Sky, Virgin Media, TalkTalk or Plusnet TalkTalk attracted 29% negative WOM, a figure which is almost three times the UK all-category average (10%). The performance of BT is not much better, receiving negative press in over a quarter of discussions. Plusnet is the best of the providers, recording the lowest criticism and achieving the highest level of positive sentiment (58%) – although even this fails to impress when it is compared to the UK all-category average of 62%. Plusnet’s
Preview of ReThink 2014 Presentation March 23-26 NYC Presenters Beth Rockwood, Senior Vice President, Market Resources, Discovery Communications and Ed Keller, CEO, The Keller Fay Group Almost no topic captures more attention in the media and marketing trade press than social TV. Keller Fay has been undertaking an ambitious research project on behalf of the Council for Research Excellence (CRE) to help the industry better understand the role of social media in driving television viewing behavior. Ed Keller and Discovery’s Beth Rockwood will be unveiling the new research at the Advertising Research Foundation’s Re:Think 2014, and give a preview in this video: The research that is being presented is the most extensive investigation of role of social media behavior related to television viewing ever undertaken. It builds on work that Keller
The Next Social Marketing Revolution How to drive brand advocacy and grow your business Join us for an insider’s look into ways to tap the power of consumer conversations and turbocharge your marketing investment. You’ll hear from three leaders in the new social marketing revolution, Ed Keller, CEO of the Keller Fay Group, Carter Nance, Executive Vice President of Crispin Porter + Bogusky, and Gregg Liebman, Senior Vice President with Telemundo. Ed will challenge you to think about whether you are engaging fully with today’s social consumer, or are you limiting yourself. He explains why real relationships still rule, even in today’s digital age, and why all media are social. Ed will share eye opening case studies about word of mouth success stories from his newest book, The Face-to-Face Book,
Next Wednesday, Feb. 19th, Brad Fay, COO of the Keller Fay Group, and Peter Storck, SVP of Research at House Party Inc. will be among a panel at Social Media Week NYC addressing the question of return on investment of social marketing – both online and offline. It’s a burning question for most marketers today: Can you really measure the ROI of “social,” online and off? And if so, how? In this informative session a panel of thought-leaders in social marketing measurement will provide the answers needed to measure and justify the social in marketing plans. And they’ll share about a major Word of Mouth Marketing Association (WOMMA) initiative to measure the ROI of social, relative to other media. Brad Fay will discuss how brands can track their share of
by Ed Keller The Seattle Seahawk’s vaunted “12th man” and the crowd noise they generate make their home field the loudest of any stadium in the NFL. That sound is beginning to reverberate across the nation, as the Seahawks moved up 11 places in terms of their NFL Word of Mouth ranking among the 32 teams. Nevertheless, the Denver Broncos have had a clear word of mouth lead over the Seahawks, nationwide, over the course of this football season. These are the season-to-date statistics about word of mouth for the NFL, according to the Keller Fay Group, a word of mouth marketing research company that provides ongoing word of mouth tracking including both offline conversations as well as online chatter. Denver jumped into the ranks of top 5 most talked NFL
As Keller Fay COO Brad Fay assumed the role of Chairman of Word of Mouth Marketing Association (WOMMA) for 2014, he wrote this piece about WOMMA’s Tenth Anniversary for WOMMA’s All Things WOMM blog and we are reprinting it: Ten years ago, in 2004, Facebook was still a Harvard student experiment known as “thefacebook.” The founding of Twitter was still two years away. But three innovative entrepreneurs knew that consumer marketing was about to experience a gigantic change. They foresaw the rapid rise of peer-to-peer consumer influence, online sharing and a two-way communications dialog between brands and their customers. Those prescient men were David Balter, CEO and founder of BzzAgent; Pete Blacksaw, then CMO of Intelliseek; and Jonathan Carson, then CEO of Buzzmetrics which later acquired Intelliseek and was acquired
The American Marketing Association Foundation (AMAF) announced on January 7th that Ed Keller and Brad Fay’s The Face-to-Face Book: Why Real Relationships Rule in a Digital Marketplace and Daniel Pink’s To Sell is Human: The Surprising Truth About Moving Others as the co-winners of the 2013 Berry-AMA Book Prize for the best marketing book. The selection of the Berry-AMA Book Prize winners and finalists included a five member team of marketing experts led by the AMA VP of Publications Robert Lusch, James and Pamela Muzzy Chair in Entrepreneurship and Executive Director, McGuire Center for Entrepreneurship, Eller College of Management, University of Arizona. The judging panel also included William Cron (Texas Christian University), Michael Krauss (Market Strategy Group), Gordon Wyner (Millward Brown Inc.), and Valarie Zeithaml (University of North Carolina). According
David Poltrack, Chief Research Officer at CBS, says that Facebook has significantly better Social TV data than Twitter and Nielsen, and Social TV and second screens open up billions of dollars in new revenue opportunities for broadcasters. Article on Futurescape.tv, Dec. 19, 2013 Speaking at the UBS 41st Annual Global Media and Communications Conference, he said: Facebook is developing its own Social TV metric, with encouragement from CBS It already provides better Social TV data than the Nielsen Twitter TV Ratings from Nielsen’s SocialGuide division Social TV and second screen initiatives can enable CBS and other US broadcasters to tap $88 billion of potential new revenue Why Facebook’s Social TV data is better than Twitter’s Poltrack revealed that Facebook is working on its own Social TV metric, with input from
An estimated 4 million negative daily opinions are exchanged about one of the big six energy brands The UK’s top six utility companies receive masses of social media negativity Keller Fay Group research unveils Data from Keller Fay’s TalkTrack research programme indicates Britain’s biggest energy companies are receiving huge levels of total word of mouth negativity. According to the Keller Fay Group research, British Gas is attracting 39% of all negative WOM, greater than its market share and above the level of competitors, even allowing for its larger customer base. While Consumer Futures claims npower is the worst for complaints volumes, for negative WOM, British Gas receives the unfavourable label of being the worst. Steve Thomson, Managing Director of Keller Fay UK explains, “Energy brands have few fans, and generating positive brand
Executive Breakfast: Talk is cheap but Word of Mouth is Priceless! When: Tuesday, November 12, 8:30am until 10:30am Where: Turner Broadcasting, 1050 Techwood Drive, Northwest Atlanta, GA 30318 As part of our series of executive briefings, join us to get an insider’s look into the power of authentic experiences and real relationships in today’s Digital Marketplace, as well as brand-new research findings on Social TV. You’ll hear from three thought leaders in the new social-marketing revolution: Ed Keller, CEO of the Keller Fay Group, Peter Storck, industry pioneer and SVP/Research at House Party and Dr. Jack Wakshlag, Chief Research Officer for Turner Broadcasting System, Inc. (TBS, Inc.). Find out more at http://breakfastinatlanta.eventbrite.com/
NEWS & INSIGHTS
- By Brad Fay Many companies — from McKinse...
- By Ed Keller Hispanics in the US have a well-ea...
- One in eight word-of-mouth interactions results...