Archive for September, 2009

Net Neutrality Gains Momentum

Thursday, September 24th, 2009

pictureIt has been an exciting week in the world of net neutrality. This week, Julius Genachowski, the Chairman of the FCC, announced the Commission’s intention to enter into a formal rulemaking process to codify the four principles of net neutrality currently in use and to add two more principles. The additional principles include a statement that consumers must be able to access the lawful content of their choice, subject to reasonable network management. Essentially, ISPs cannot block traffic to say, NBC Video, just because they have a partnership with Hulu. However, they still may prioritize all video content over all file sharing in order to manage the use of the network. In addition, networks must be transparent about what they are doing to manage traffic. This would give small business and direct response marketers more information about how consumers are experiencing online offerings like video advertising. Specifically, if you are providing an application for wireless devices or making videos available on sites like YouTube, you will know if some of the network providers are slowing certain services during peak hours. You will then be able to adjust your content delivery accordingly.

This plan still faces major hurdles. Although President Obama and several influential members of Congress have come out with statements supporting the open Internet, it is early in the process and various obstacles remain. Several influential Senate Republicans have sponsored an amendment that would prevent the FCC from using its funding to create rules on net neutrality or to take enforcement actions relating to net neutrality. There is also major opposition from wireless service providers who are concerned that they will have to allow any device on to their network by ending exclusive deals that only allow some phones to connect to any given network.

For more information on ERA’s government affairs efforts, click here.

Tomi Turner is ERA’s legislative manager.

Online Strategies September Issue Now Available!

Thursday, September 24th, 2009

os09092 Click here to read Online Strategies magazine’s September issue!

Three Easy Pieces to Achieve Greater Customer Satisfaction

Friday, September 11th, 2009

adam264In the first half of this year, I talked about retailers revamping their marketing mix in the wake of the 2008 holiday season. Now as we approach another holiday season, online retailers have the benefit of knowing more about how their customers react and respond in tough economic times. Now is the time to harness that awareness and strengthen your bonds with customers. Whether you are a marketer, or business owner who wears the marketer hat, you can introduce some new ways to deepen the customer connection.

Expand beyond the walls of your website: September signals a flurry of activity running the gamut from back-to-school functions to various business networking forums. So take this approach and apply it to the online world. For example, many retailers are developing portable widgets that link to their content and services and finding other “outposts” across the web to place the widgets. In addition, the concept of an app store, such as the Conduit Marketplace, is one venue that allows businesses such as eMusic, Cartoon Doll Emporium and Pretentious Pooch to distribute their content and services beyond the walls of their websites. Customer acquisition and overall satisfaction get a boost with this expanded online presence, as more and more customers laud the efforts of retailers who develop convenient applications to meet their needs.

Make information easy to access: Time and again, one popular method retailers use to try to keep consumers satisfied is discounts. Once you understand your customers’ needs and the factors driving their decisions, you need to alert them to the promotion without spending so much time and money doing so that it drains your coffers. Savvy online shoppers know to search for coupons and promotions on sites such as RetailMeNot and A Thrifty Mom. As a matter of fact, these sites have even created customized applications on which shoppers can receive updates via their browser. These sites go the extra mile to be on the same page as consumers by not only lending a virtual helping hand with coupons and discount codes, but also providing a simple conduit to the information their users covet.

Provide convenient forums for feedback and questions: Social networks such as Facebook and Twitter offer another means to gather feedback and answer questions about your company and products. Don’t be shy about utilizing these avenues, but you must plan to be diligent about updating and responding so that negative comments don’t go unanswered. If you decide to create a business Twitter persona, or already have one, decide whether the primary function will be to serve as help desk or a personality that provides color and commentary within your industry. Then make sure that you have a consistent voice as you disseminate messages and responses. Make sure you aggregate all of your social networking tools on your website and create a conduit to customers with a branded community toolbar. Pretentious Pooch, an upscale pet supply store based in Baltimore, is a great example of a small retailer that has been able to deploy social media, content, and e-commerce in a single location to drive loyalty and sales.

Adam Boyden is president of Conduit.

September ‘09 Issue Now Available Online!

Tuesday, September 8th, 2009

er09091 Electronic Retailer’s September ‘09 issue featuring Montel Williams is now available online! For more information about Motel’s upcoming keynote presentation at the ERA D2C Convention on Monday, Sept. 14, click here.