As cable bills have soared, people have been considering how to cut the cord without losing access to the shows and sports programming they love. These days more and more people are opting out. Since 2011, the number of millennials on cable has dropped 20 percent. But it?s not just millennials; 125,000 people unsubscribed in 2014, up from 95,000 in 2013. You can now watch streams from Google?s Chromecast, Amazon?s Fire, Roku or Apple TV. Services such as Netflix, Hulu and Amazon Instant Video have back catalogs of your favorite shows and even their own original programming. You can even stream through your game console. Prior to the Xbox One?s launch, Microsoft was positioning the device as a media center. Sony?s no stranger to streaming video. It bought Crackle in 2006, and just unveiled a new service last month called Vue that lets you watch live television. We?ll talk about the growing options for streaming TV on this week?s podcast with special guests Eric Elia, managing director at Cainkade; Kathy Gill, professor of digital media at the University of Washington; and Gerry Smith, media reporter at Bloomberg. PBS MediaShift?s Mark Glaser will host and Jefferson Yen will be producing.
We?ll talk about the growing options for streaming TV on this week?s podcast with special guests Eric Elia, managing director at Cainkade; Kathy Gill, professor of digital media at the University of Washington; and Gerry Smith, media reporter at Bloomberg. PBS MediaShift?s Mark Glaser will host and Jefferson Yen will be producing.
After it was revealed Buzzfeed had deleted a post criticizing one of Dove?s ad campaigns there was speculation they had bowed to pressure from Unilever. All publications that make money from ad revenue have to face this question. What makes BuzzFeed different is how closely their own editorial resembles sponsored content. Take for instance, this video where two BuzzFeed Motion Pictures staff give glowing reviews of the Apple Watch. In a tweet, BuzzFeed editor-in-chief Ben Smith explained the post was taken down because it was a ?hot take? and not because he was trying to appease an advertiser. But not everyone is buying Smith?s reasoning. Jeremy Stahl, Slate?s senior editor, wrote, ?BuzzFeed runs a ton of takes that by the site?s own definition might be considered hot? and then proceeds to list 14 examples. The Atlantic?s Adrienne LaFrance pointed out deleting the post ran counter to BuzzFeed?s own editorial guidelines. While we don’t know to what extent BuzzFeed credibility has been damaged, the resignation of Arabelle Sicaradi, the author of the deleted post, looks bad. Given the aforementioned inconsistencies, the question still remains: How much influence do advertisers hold over editorial decisions? We?ll be joined this week by Benjamin Mullin, staff writer at Poynter; Michael Sebastian, media reporter for Ad Age; and Alex Leo, head of audience development at Yahoo. Mediatwits regular Andrew Lih of American University will guest host and Jefferson Yen will be producing.
Here’s what we know about customers and your business’s bottom line: retaining existing customers is less expensive than wooing new ones. How do businesses keep their customers loyal to their brand or product? By providing quality customer experiences that incentivize customers to stick with you. According to an article in Harvard Business Review, you don’t have to do a dog and pony show to satisfy customers, you simply must ensure you’re not providing them with negative customer experiences and giving them reasons to defect.
Originally posted on: http://feedproxy.google.com/~r/mediatwits/~3/YQxB5qUhPj0/digital-media-brief-native-ads
Buzzfeed has shown you can fund a company purely through native advertising. But when they deleted a post criticizing Dove, last week, people wondered if they had gotten too cosy with advertisers. The American Society of Magazine Editors just released new guidelines on native advertising and their message is clear: if sponsored content can be mistaken for editorial content than something is wrong. We?ll be joined this week by Benjamin Mullin, staff writer at Poynter; Michael Sebastian, media reporter for Ad Age; and Alex Leo, head of audience development at Yahoo. Mediatwits regular Andrew Lih of American University will guest host and Jefferson Yen will be producing.
In recent years, as wearable technology has become increasingly popular people have been waiting for Apple to introduce their version, which will start shipping today. It’s still too early to tell whether or not the Apple Watch will be revolutionary in the way that the iPod or iPhone were — or more of a Newton-like flop. But publishers aren’t waiting around to see. Many are developing apps for the new product. It’ll be interesting to see how publishers approach storytelling on such a small screen. The New York Times will attempt to convey stories in one sentence on its new app for the Apple Watch. The Washington Post?s strategy focuses on eye-catching photos to entice users to read the full story on their phones. CNN is hoping the ability to jump to their live feed on your iPhone will differentiate them from other news apps. The small form factor of the Watch might give rise to a new form of journalism some call ?glance journalism.? We?ll talk about the future of news on your wrist on this week’s Mediatwits podcast, with guests Julia Beizer, director of mobile products at the Washington Post; Ricardo Bilton, staff writer Digiday; and Cindy Jeffers, CEO of Salon.com. We?ll also be joined by regular Andrew Lih at American University, with PBS MediaShift?s Mark Glaser hosting and Jefferson Yen producing.
Imagine this scenario: you are the manager of a contact center who is responsible for monitoring KPIs, training, upholding your organization’s policies and standards and staffing. Your budget is squeezed forcing you to think of creative ways to stretch your dollars further. You know that for every hour your agents are sitting at their desks without inbound or outbound calls you may as well be throwing money down the drain. Sure you can let some agents leave early if it’s a slow shift, but what if your center is suddenly overwhelmed with a spike in call volume?
Last week, the folks at the Ambition blog wrote up a fun but telling article on 10 of the worst seasons in the coaching world, and what that can teach us about managerial issues in sales leadership—though I think their takeaways are applicable to management in general. I encourage you to take a look at the article for a more fun, flavorful treatment of this topic (especially if you’re a college football fan).
Do you remember the Obama/McCain presidential campaign of 2008? Obama presented himself as the candidate who was forward looking and cast McCain as the candidate who represented the past. This future/past dichotomy is actually one we see in contact centers in how data is collected, analyzed and synthesized. Many software systems that are used by contact centers require additional work hours to try and recognize patterns so as to avoid future pain points. This leaves managers and executives making decisions based on what was rather than what is. It’s no wonder then why training lags behind the current issues of the day.
We write a lot about what it takes for companies to deliver exceptional customer experiences. We advocate for robust training that is relevant and ongoing, for seamlessly integrating omni-channel services, for monitoring important KPIs, and, of course, for knowing who your customers are and their expectations when interacting with your self-service features and/or contact center agents. Many companies, when surveyed, agree with these priorities, yet few actually know who their customers are, much less what they expect. Customers are consistently saying that they would be willing to pay more for a better experience (86% in a CEI survey), yet only one percent feel that their expectations are met.