Customer Feedback Loop – 5 Easy Tools to Help You Listen and Act by Kevin Dwinnell

The ability to capture the voice of your consumer today is quite abundant and that’s a fantastic thing. Like at most businesses, Brand Thunder continuously looks at how it can improve its product. We’re thankful for the various channels available that allow our users to voice their own thoughts on where we should focus. Collectively, we build a better product faster.

It’s also not too surprising that what half the audience thinks is great, puts off the other half. I think that’s where a blend of looking at your business metrics and listening to your consumer helps paint the more complete picture of what you should be delivering. A recent example for Brand Thunder can be found in the New Tab search box we include with our interactive browser themes. To look at the performance of the tab search box shows active usage and win for our users, however, listening to complaints in our uninstall survey suggests a contingent dissatisfied with the placement. We added a simple check box to allow users to remove the feature. Win-win.

I’ve captured the placements and tools we find most useful to hear what our customers have to say. Would love to know your thoughts if there are some obvious ones we’ve missed.

Surveys

In the web applications business, you realize that when you get a lot of people trying your product, you get a lot of people leaving it. That’s a great pool of people to help you understand likes and dislikes. We tapped into it by looking through the WordPress Plugins in search of a survey tool we could use on our Uninstall page. We felt Surveys fit our need best and the developer offered good information on his site.

Get Satisfaction

Get Satisfaction has been our support tool for a long time. The site has been growing its capability and adjusting its pricing structure to be more available to small businesses. It’s a great place to talk directly with your consumers and address their immediate needs. We’ve been able to help users find the tweak they need to a product for features that aren’t available or haven’t rolled out yet. It’s been a great community tool.

TweetAlarm

Just as much commentary is going to happen outside your channels as it will in them. I’m a big fan of TweetAlarm. It’s proven much more reliable than other Twitter alert services I’ve used. It might help that its mostly good news that its been sending.

Google Alerts

For all the printed word of the web, you’ll need to tap into Google Alerts. It’s a great tool for tracking articles, commentary or re-posting of stories about your company.

Real-time Search

If you’re in a category that’s hot, or something is breaking in your industry the real-time search tools that are available are a huge help, and your options are growing. You can use a comprehensive discovery tool like Bing which has integrated Twitter search, has Foursquare up and coming for its maps and a host of other features. You can also use specialty search engines like Collecta which does an amazing job of scouring blogs, comments, photos and other content as it gets posted.

These are some of the tools we like and depend on. If you have some we shouldn’t miss, please share.

Posted in Commentary | Tags: Bing, brand thunder, browser themes, Collecta, Get Satisfaction, Google, Twitter, Web search engine | 1 Comment »

Web Apps – 5 Ways to Convert and Keep Your Fans by Kevin Dwinnell

Do you feel safe downloading a program from the Internet? Do you give more thought to visiting a web site or installing a piece of software? It’s questions like these that create challenges for web applications. If you’re offering a software download, you’re already operating at a disadvantage in the mind of the consumer — whether it’s conscious or not.

It’s an act of trust when a consumer downloads and installs your product. You’ve been invited into their life. That invitation is a powerful opportunity to connect with that user over a potentially long period of time. Don’t blow it. Here are some of the things we do and have learned to encourage adoption of our interactive browser themes.

1. Full Frontal Disclosure

In the connected world, it doesn’t pay to try to hide information. You will be found out. Just ask John Edwards. That’s why we put our disclosures upfront and prior to install. We include a default search engine with our product. Even though users can change it any time they like, we tell them up front that it’s coming.

It’s the proper protocol for software distribution on the web. Your user can then make an informed decision about everything they are receiving. It won’t protect you from negative comments, there are always dissenters. At least you’ve been open and can avoid greater negative fallout.

2. If You Love It, Let It Go

The best move we made was to change our product and allow consumers to switch between any theme they want. In the web 1.0 world, you got your hooks into the consumer and you didn’t let go. That doesn’t cut it anymore. Your fans are going to go wherever they want, whenever they want. If you’re doing right by them, they’ll be back.

Our themes help create return visits to our client site, and it’s powerful. Having messaging capability in the browser means you can reach them whenever they’re online. So, making it easy for your fans to change the theme and step away from a client’s experience can be a hard thing for clients to favor. It’s shown to be the right thing.

Our sports teams have a steady core of users that stay with the theme throughout the year. There’s also a large number that return each pre-season or join as the season rolls along. Recognizing your fans may have other interests and welcoming them back each season makes for a much stronger relationship. Giving the ability to switch between themes means you keep a foot in the door instead of creating a complete uninstall scenario.

3. Ain’t No Mountain High Enough

We all wish we could remove the barriers to entry. We try to minimize them by making the call to action clearly visible to the user, reduce clutter on the page, sell the sizzle and so on. Showing the graphics included in our themes is a big boost for us.

With Firefox at roughly 25% of the browser market, offering a Firefox-only theme would generally be perceived as a huge barrier to entry. Fortunately, the visual strength of our product and the affinity to the brands we work with has greatly reduced this obstacle. We’ve had clients double their Firefox penetration – outpacing Firefox’s own overall market share. We’ve also had clients get 30% of their total audience using their custom theme. Quite astounding numbers.

4. You Don’t Have to Shout

Our browser themes are an affinity marketing tool. We build them to help brands connect to their fans. And let’s face it, brands and the companies behind them are out to make money. If you’re sending stuff out into the market, it’s eventually got to make you some money or you’re out of luck.

As much as our product offers new sponsor and ad inventory, and there’s a persistent communication channel available to them, I think it’s great that the product owners tread lightly in this area. This is not the place for the hard sell. To coin the phrase of social media, this is for joining the conversation – you’ve got to be a part of the dialogue. Ongoing, timely and useful information will make the long-term connection where the marketing appeals are accepted. We’ve seen this respect around communication rewarded with an average of 10% click through to commerce offers from within our themes.

5. We Interrupt This Program

As mentioned above, timely and useful information is vital. The power of putting a message up front and visible to the user has resulted in phenomenal return visits to our partner sites. Most sites have feeds that are great tools to reach your fans when they’re not on your site. The question is “Are you offering enticing news?”

There are two items to consider. One, a killer headline gets attention. The Huffington Post is a master at this. You can also look to leaders in your industry to find out how they write to engage their readers. Two, inside information is a powerful way to build a relationship. Relationships get tighter when you share personal information about yourself. This can apply to businesses as well. You can get a good feel of this if you look at how Toyota mishandled their PR crisis. Take a page from the Tylenol scare years ago – open and immediate information sharing goes a long way to shoring up your consumer’s trust.

These are some of the things that are working for us, and why. What would you add to the list?

Posted in Commentary | Tags: brand thunder, browser theme, Browsers, Clients, firefox, Huffington Post, New Media, web app, Web search engine | No Comments »

Brand Thunder to use Bing to Extend Web Search into Interactive Browser Themes by Brand Thunder

COLUMBUS (February 16, 2010) — Brand Thunder LLC (http://www.brandthunder.com), the browser customization specialists, announced today its relationship with Microsoft Corp.’s Bing to integrate their web search into all Brand Thunder interactive browser themes.

Interactive browser themes are like an extreme makeover for the web browser. With an easy-to-install browser add-on, end users transform their drab web-browser into an immersive experience. The theme features official logos, colors, images and style, plus content and functionality that extend browser’s capabilities and can include video, music players or other Internet widgets. Bing is now central to the experience as the default search engine included with all Brand Thunder products.

The growing list of company’s leveraging the communication power of an interactive browser theme includes leading Internet news sites, The Huffington Post (http://www.huffingtonpost.com/firefox) and The Daily Beast (http://www.thedailybeast.com/browser-theme), leading sports teams like
NHL’s 2009 Stanley Cup Champions Pittsburgh Penguins (http://penguins.nhl.com/club/page.htm?id=56396) and the 2009 SPL Champions Glasgow Rangers (http://www.rangers.premiumtv.co.uk/page/RangersOfficialBrowser/0,,5,00.html), colleges and universities including the University of Cincinnati Bearcats (http://www.gobearcats.com/ot/browser.html), corporate clients like Comcast and Mercedes Benz and many more. The full list of active custom browser themes can be found at http://brandthunder.com/gallery/.

“Bing is an innovative new search product and we’re looking forward to working together to address the core need of search,” says founder Patrick Murphy. “Brand Thunder uses brand affinity and strong design to attract users to our product, but it’s the integrated content and functionality, like Bing, that helps keep them there.”

About Brand Thunder:
Formed in April 2007, Brand Thunder creates extreme makeovers for the Internet browser. Brands enjoy a persistent connection to their Internet consumer driving more website visits and increased revenue. Through a software installation, end users change the drab Internet browser into an immersive experience from their favorite sports team, entertainment franchise or Internet site. The interactive browser themes feature official logos, colors, content and functionality, and can also extend capabilities including video, music players or other Internet widgets. Current business partners and clients include Bing, The Daily Beast, Huffington Post, Major League Soccer, NASCAR, NBA, NCAA, NFL, NHL and Universal Music. Samples found at http://brandthunder.com/gallery/.

Contact:
Patrick Murphy, CEO
Brand Thunder, LLC
614-408-8202

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Posted in News, Press Releases | Tags: Bing, brand thunder, brandthunder, browser theme, firefox theme, Microsoft, Web browser, Web search engine | 2 Comments »