Swiffer launches HD Clean Challenge on Facebook
CINCINNATI — Swiffer has kicked off a new promotion that encourages consumers to show off rooms in their home that meet a new standard of clean.
The brand has partnered with Angelo Surmelis, host of "Rate My Space," to bring the Swiffer HD Clean Challenge to Facebook, designed to celebrate the brand’s recently launched HD Clean line of products. How it works: entrants are invited to post photos of their rooms, along with their cleaning tips, on the HD Clean Challenge tab on Swiffer’s Facebook page. Once the top 10 rooms have been selected, Swiffer fans will have the opportunity vote on the top rooms to help select a grand prize winner, who will receive a year’s supply of select Swiffer products, a home visit from Surmelis and the chance to have their room featured on television.
The contest will run from Nov. 7 through Jan. 5, 2012.
"The new and improved Swiffer High Definition line offers a deep clean that helps you pass even the closest of inspections," P&G home care external relations manager Jeff Pierce said. "This challenge will help consumers discover the benefits of an ‘HD’ clean while having the chance to show off their homes and share their cleaning secrets."
Conversocial tallies consumer complaint social media scorecard for U.S. retailers
NEW YORK — A new report by social media software maker Conversocial examined the customer service offerings of the 10 most loved and most hated retailers in the United States, and how these retailers are meeting the challenge of delivering great social media experiences for their customers.
“These are real customer service issues and, if not immediately addressed, they won’t be going away any time soon,” stated Joshua March, CEO of Conversocial. “Either these retailers will incur the cost of more customer complaints, or worse yet, they’ll potentially lose a customer. Either way, it’s safe to conclude that customers will increasingly talk about their experience via social media.”
According to the paper, while large retailers are showing an awareness of the challenges posed by social media, reflected in fast average response times, they still are falling short on missing complaints. Missing genuine complaints and questions in posts and comments was quite high and represents a potential pitfall for retailers in the sample. Walmart, the largest retailer in the sample, missed 40% of all customer service inquiries, while Costco, Kmart and Kroger missed 100%. Conversely, Safeway did well, missing only 5% of posts.
Those retailers with a larger volume of complaints — Sears, Walmart and Safeway — were quickest to respond. Safeway was the best retailer in terms of dealing with the full complaint on the wall. While the company still redirected some complaints to a Facebook dedicated email and a Freephone number, a significant number of conversations about customer satisfaction were handled on social media outlets, Conversocial stated.
The companies sampled by Conversocial were based on a list of most loved and hated brands, measured according to positive and negative mentions on social media, in a public study by Amplicate, which collects consumer opinions posted on social media. Conversocial reviewed the retailers’ Facebook pages over a period of five working days from Sept. 15 to 21 to assess how quickly, and how often, those retailers responded to complaints and questions. The company awarded scores of 0 to 5 for each response and took an average for each retailer.
The research, titled "Who’s Ignoring Their Customers?: A Survey Of The Largest U.S. Retailers and Their Use of Social Media," is available here.
Big Y launches mobile app powered by AisleBuyer
SPRINGFIELD, Mass. — A regional supermarket chain is looking to enhance its customers’ shopping experience with the introduction of a new mobile application.
Big Y said that its mobile app — powered by mobile commerce platform provider AisleBuyer’s mShop, which allows shoppers to scan barcodes to view and compare product and nutrition information, access customer reviews and receive personalized coupons and offers — is designed to deliver enhanced customer service and engagement.
Available for iPhone and Android devices, the app offers the following capabilities:
Compile shopping lists;
Access a digital store locator that features hours, directions and contact information;
View localized digital circulars, which provide current sale information and targeted coupons based on the nearest store location;
View product details and reviews;
Mobile self-checkout, from anywhere in a store; and
“Big Y has always focused on creating the best possible customer experience for shoppers,” Big Y director of advertising John Schnepp said. “The development of our mobile application brings a new level of service and convenience to our customers by leveraging devices they already take wherever they go. With the Big Y application, we can provide a more personalized experience to every customer that walks into our stores.”
Added AisleBuyer CEO Andrew Paradise, “In the competitive grocery market, Big Y has always been renowned for its commitment to service. By enabling customers to shop using the mobile devices they love, Big Y is delivering best-in-class customer service.”
Big Y currently operates 61 stores throughout Connecticut and Massachusetts.