Society for New Communications Research Seeks Participants for Nuance-sponsored Study, “Exploring the Link Between Customer Care and Brand Reputation in the Age of Social Media”
February 25, 2008 | Leave a Comment
Palo Alto, Calif. – February 25, 2008 – The Society for New Communications Research, a global, nonprofit think tank focused on the latest developments in media and communications, today announced the launch of a new research study sponsored by Nuance Communications, one of the Society’s corporate members. The study, titled “Exploring the Link Between Customer Care and Brand Reputation in the Age of Social Media,” is being led by a team of SNCR Fellows working in conjunction with TWI Surveys, Inc.
The research team includes Dr. Nora Ganim Barnes, John Cass, Susan Getgood, Paul Gillin, Francois Gossieaux and Brian Solis. Through surveys and case studies, the Fellows will investigate how brand reputation and brand loyalty are affected by the quality of customer care at a time when customers can share their customer service experiences via social media and new communications platforms.
The SNCR invites all consumers to participate in the survey. A brief questionnaire is available at http://www.twisurveys.com/SNCR2008/. All participants who complete the survey will receive a copy of the executive summary of the study’s findings and a special discount to attend the Society’s annual conference, New Communications Forum, where the findings will be shared in a special presentation.
This in-depth research study will examine the effects of this new phenomenon and the links between customer satisfaction, brand reputation and consumer loyalty. It will analyze how consumers and companies are addressing these changes, and will offer recommendations on best practices for maximizing the knowledge gained and relationships between the customer and the care professional, including how to break down silos within the organization to work most effectively in this new world of communications; how to avoid a customer care fiasco and ultimately how to improve the customer care and the brand experience overall.
“Our mission is to help organizations better support, communicate with and understand their customers during customer care interactions,” said Lynda Kate Smith, vice president, Care Business, Nuance Enterprise Division. “As consumers increasingly use social media to share opinions on their care experience, the care operation is playing a more strategic role in creating public impressions of a brand, a company and its product offerings. This research will help us better ascertain what compels consumers to post their experiences – positive or negative – publicly; who reads these postings and which outlets are most commonly used to share opinions.”
“Social media and new communications tools and technologies provide new vehicles that empower consumers to share their customer care experiences more widely than has ever before been possible,” stated Jen McClure, executive director, Society for New Communications Research. “We are delighted to be exploring this important trend with Nuance, a pioneer in helping to shape the customer care experience.”
The initial research findings will be shared at the Society for New Communications Research’s annual conference, New Communications Forum, which will be held April 22-25, 2008 in Sonoma County, CA. (http://www.newcommforum.com). The final results will be highlighted in the Society’s Journal of New Communications Research and published in a full report later this year.
About Nuance Care Solutions
Nuance Care Solutions help companies better support, communicate with and understand their customers. It does this through a set of Interaction Solutions including Inbound Messaging, Outbound Messaging, Analytics and Productivity. These solutions help drive an improved customer experience, better business performance, and increased employee productivity. For more information, please visit www.nuance.com/care.
About Nuance Communications
Nuance is a leading provider of speech and imaging solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications and professional services. For more information, please visit www.nuance.com.
About the Society for New Communications Research
The Society for New Communications Research is a global nonprofit 501(c)(3) think tank dedicated to the advanced study of new communications tools, technologies and emerging modes of communication, and their effect on traditional media, professional communications, business, culture and society. The Society’s Fellows include more than 40 futurists, scholars, business leaders, professional communicators, members of the media and technologists from around the globe. For more information about the Society for New Communications Research, visit http://www.sncr.org or call +1 (650) 331-0083.
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MEDIA CONTACT:
Jen McClure
Society for New Communications Research
+1 (650) 331-0083
jmcclure@sncr.org
New Communications Forum 2008 to Be Held April 22-25, 2008 in Sonoma County, Calif.
February 15, 2008 | Leave a Comment
Event to Focus on the Impact of Social Media, Citizen Journalism and the Latest
Developments in Media and Communications
Palo Alto, Calif. – February 14, 2008 – The Society for New Communications Research (http://sncr.org) today announced that New Communications Forum 2008 (http://www.newcommforum.com) will be held April 22-25, 2008 at the Hyatt Vineyard Creek Hotel & Spa in Sonoma County, Calif. Now in its fourth year, NewComm Forum is the premier conference that brings together thought leaders and decision makers to discuss the impact of social media and new communications on media, marketing, journalism, public relations, advertising, business, culture and society. New Communications Forum is produced by the Society for New Communications Research, a nonprofit, global think tank dedicated to the advanced study of the latest developments in media and communications. Event highlights will include:
• Six Keynote Conversations including:
- Joseph Jaffe, SNCR Senior Fellow and author of Join the Conversation;
- A conversation with Richard Binhammer, Lionel Menchaca and John Pope of Dell about how social media has transformed their business, moderated by John Cass, SNCR Fellow
- A NewComm Forum alumni panel featuring real-world case studies from leading organizations, moderated by SNCR Fellow Susan Getgood
- A conversation about new influencers with SNCR Senior Fellow and author Paul Gillin and author Nick Hayes
- SNCR Senior Fellow JD Lasica and Leonard Brody, founder and CEO of NowPublic exploring how the media, communications and entertainment industries are quickly changing in the face of online and interactive models and evolving media habits that include iPods, gaming consoles, broadband, DVR citizen journalism and user-generated content
- SNCR Fellow Elisa Camahort focusing on the transformational power of social media
• 40 conference sessions in five tracks:
- New Communications Strategies for Public Relations & Corporate Communications
- New Communications Strategies for Marketing & Advertising
- The Changing Face of Journalism & The New Business of the News Media
- Social Media in Politics & Public Sector Communications
- Global Trends & Developments in New Communications in Business, Media & Entertainment
• 8 in-depth, pre-conference workshops and five post-conference social media strategy planning sessions with the Society’s Fellows
• Dozens of knowledgeable speakers and instructors
• Networking and social activities, including association meetings and receptions, author book-signings and wine tasting, a picnic with the SNCR Fellows and the first annual SNCR Jam session (a fundraiser benefiting the SNCR)
NewComm Forum provides an in-depth, hands-on exploration of the future of communications, and has come to be known as one of the world’s leading conferences focusing on the latest trends in new and emerging media and communications platforms. NewComm Forum teaches communications professionals the strategy and tactics to effectively utilize the power of new media and communications tools and trends. Presenters and instructors include the Society’s Fellows as well as other senior communications professionals who have pioneered the use of new communications and social media tools and technologies. They will share their in-the-trenches experiences as early adopters of these new tools.
NewComm Forum ’08 is sponsored by: CirclePoint, CleanPix, Conference Calls Unlimited, iContact, Nuance, Visible Technologies, Voce Communications, Vocus, Wasala Communications and Wieck Media. Association sponsors include: the Institute for Public Relations, Online News Association and Social Media Club. Media/analyst sponsors include BlogHer, Corante, Tekrati and Silicon Valley Watcher.
For more information and to register, visit http://www.newcommforum.com or call 650-331-0083.
About the Society for New Communications Research (SNCR)
The Society for New Communications Research is a global nonprofit 501(c)(3) think tank dedicated to the advanced study of new communications tools, technologies and emerging modes of communication, and their effect on traditional media, professional communications, business, culture and society. The Society’s Fellows include more than three dozen futurists, scholars, business leaders, professional communicators, members of the media and technologists from around the globe. In addition, the Society’s members include a Vendor Council with representatives from more than a dozen leading technology companies and Organizational Affiliates comprising industry associations, research organizations and other leading think tanks. For more information about the Society for New Communications Research, visit http://www.sncr.org or call +1 (650) 331-0083.
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Media Contact:
Jen McClure
Executive Director
Society for New Communications Research
(650) 331-0083
jmcclure@sncr.org
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