So, NBC is doing surveys about its online store...with its valued viewers. Yeah. I'm feeling valued right about now. Are you? Did any of you receive this invitation?
I'm going to take the survey, and I'm going to tell them that the site's unattractive, that they should offer a wide variety of merchandise, and that I'm hoping they'll even carry boxed sets of DVDs for shows that have been cancelled. They're offering a $25 gift certificate, so if they carry the boxed set of CJ, then I'll buy it from them, and that will be my last NBC purchase.
Dear Julie,[/color]
We would like to invite you to participate in an important NBC research effort. We are speaking with viewers like you to gather input regarding ways the NBC online store might be further improved. A gift for your time is being offered. Please see below for more information.
THIS IS PURE RESEARCH AND IS NOT, IN ANY WAY, A PROMOTION OR SALES EFFORT.
[b]ABOUT THIS STUDY[/b]
You have been identified as a valued NBC viewer. Because of this, we would greatly appreciate your participation in this important research.
Ernan Roman Direct Marketing (ERDM), an independent marketing consulting and research firm, has been commissioned by NBC to conduct this study. The research interview will be by telephone, will take approximately 1 hour, and will be scheduled at your convenience within the next week. An outline of the questions will be sent in advance of the interview for your review.
Ernan Roman Direct Marketing will be contacting you shortly via email to tell you more about the research, and hopefully to schedule your interview. Your cooperation and participation is vital and much appreciated.
[b]A GIFT FOR YOUR TIME[/b]
As a thank you for your participation, you will receive a $25 gift certificate for use at the NBC online store.
[b]IF YOU HAVE QUESTIONS[/b]
If you have any questions about the legitimacy of this request or about this research study please contact me directly by phone at 212-664-2352 or via email at peter.choi@nbcuni.com.
Thank you.
Sincerely,
Peter Choi[/size]
Peter Choi
[size="3"]E-Commerce Associate
NBC Retail Operations[color="#ffffcc"]
I was informed that the slots for the survey had filled up. I guess I'm not as valuable as I think...
They might not have liked my feedback anyway...
They might not have liked my feedback anyway...
I think NBC has a strange definition for "valued"
QUOTE (kateriter @ Jun 13 2007, 11:01 AM) 
I think NBC has a strange definition for "valued"
Yeah...
I just received a phone call from the research people. (I emailed them and asked them to consider me if there were any cancellations) They asked if I could fill a cancellation spot from 11:30 to 12:30 tomorrow. Perfect. I'll be at lunch then.
I'm going to be painfully polite, but I'm going to express my surprise that NBC is soliciting opinions from its "fans". If they ask me which NBC shows I watch, I'll say "I used to watch one". And if they ask my opinion about merchandise, I'll tell them what I think they need to carry (including boxed sets for shows such as Crossing Jordan.
So game on. They may not care what I watch (or don't watch as now is the case), but they'll hear what I want in their store.
Facetime for Crossing Jordan, Market Research as a way to voice views on NBC
I apologize for the length of this post, but I thought you'd want to see some of the points I discussed with a Ernan Roman, the president of the Market Research company. I'm in sales and Marketing, so I was able to discuss information with him in market speak. Ernan was very enthusiastic about my feedback, and he called me insightful and articulate. In the end, it all boiled down to you can create the perfect site, advertise it to all the appropriate venues, sell merchandise that is geared toward the demographic that aligns most closely with each individual show, but if the shows are not quality, the website is unlikely to sell merchandise related to the shows.
I'm attaching the questions with my feedback in a nutshell. I did expand on what I'd prepared for the interview, but this covers most of what I said. Notice that they failed to address the crux of the matter. NBC was so focused on improving the site that they didn't realize that sales would best be generated by improving the shows. Of course, that could have been a limitation because of the market research company...
As promised, I gave a lot of feedback about CJ and even mentioned S60 and TBD. I know that it's likely too late to matter, but this market research is going to the executives.
I. Introduction
Ernan Roman Direct Marketing, or ERDM, is the market research firm retained to
perform this Voice of Customer Research with you. We are speaking with viewers like you to gather input regarding ways the NBC online store might be further improved.
I’d like to confirm that you have about an hour scheduled for our interview. Do you have your copy of the Interview Guide open, for ease of reference?
To make sure we capture all your comments, may I ask your permission to record our conversation? This recording is strictly confidential and will be used only for research.
(During our discussion, we will focus on personal, not business shopping.)
II. Online shopping experiences
1. Discussion of online search or buying of personal, not business, merchandise. (Not just on the NBC online store site.)
a. What are some personal items you have shopped for online in the last few weeks? Cell phone case, books, DVDs, Crossing Jordan T-Shirt, shoes
b. What was the last personal item you actually purchased on line? And when? Crossing Jordan hat, Saturday.
c. What are some of the other personal items you have bought? Cell phone case, Crossing Jordan Hat, Crossing Jordan TShirt, other Clothing
d. How often do you search for items online? Frequently…3-4 time weekly or more often.
2. When and where do you do your online shopping? Ebay, websites for my favorite retailers (Target, JJill, Clarks)
3. Have you bookmarked shopping sites? Which ones? Why? Not really. Most online stores have their names as their address, so bookmarking is unnecessary.
4. In your opinion, which is the best personal shopping site? Why? Amazon. They have thorough descriptions. They have ratings by viewers. They recommend items (purchasers who bought this also bought that); you can create wish lists; and they recommend items based on what you've rated and what you've purchased; Their site has 1-click check out if you sign up for it. 5. How do you decide which site to go to for a particular personal item? It depends what I want. If I want something that might be available on ebay for a steal, I'd go there first. If I want a book, I generally go to amazon, but I might check ebay, too. If I want clothing/shoes from my favorite stores, I'll go there.
6. How did you learn about these sites? I can't honestly remember a time when I didn't know about Amazon. JJill and Clarks…I learned about the sites when I started shopping in their bricks and mortar stores.
7. Which sites do you return to? Why? Amazon—I consistently return there because they have a wonderful variety of products. I like their features (the ability to rate items, the ability to review items and read other reviewers' reviews; they make recommendations based on what you've bought and rated; you can add or delete items from "counting" toward your recommendations) and they consistently offer discounts and shipping deals. JJill often runs specials…sending frequent emails and special discounts to frequent purchasers.
8. What is it about it / them that gets you to continue to visit and / or purchase?
and they consistently offer discounts and shipping deals. JJill often runs specials…sending frequent emails and special discounts to frequent purchasers.
III. NBC online store
Now I’d like to talk specifically about the NBC online store.
9. What was the reason you visited the NBC online store? To buy a crossing Jordan TShirt
10. Was this your first visit to the NBC online store? No
11. How did you find the NBC online store web site the first time you visited it? I found it because it was advertised during Crossing Jordan as a place where you could buy the show's soundtrack.
12. And what prompted you to visit? Buying the soundtrack from Crossing Jordan prompted me to visit the first time.
a. Do you visit regularly, or if not, what prompts you to return? No
13. On the most recent visit, what was it that brought your attention to the item you were looking for? A posting in the Coffeerooms Crossing Jordan page.
14. Have you bookmarked the NBC online store (included it in Favorites)? No.
15. Have you / would you recommend the NBC online store to friends, family? Why? I probably would not recommend it unless the item they seek is only available in the NBC store.
16. What are your favorite TV shows? Crossing Jordan, CSI, CSI:NY
a. Do you watch them almost every time they are on? Yes.
b. How often do you watch reruns? For Crossing Jordan, whenever I'm able. The reruns are on A&E. If I'm home and the show's on, I'm watching.
c. Do you ever watch them on a computer or a cell phone? Crossing Jordan doesn't have that option. For the CSIs, yes. I've even downloaded them to my iPod when traveling for business. NBC should take advantage of that opportunity. All shows--past and present should be available for download. It would be an additional source of revenue, and it would improve viewer satisfaction.
17. How did your NBC online store search relate to your favorite shows? It was specific to an item from my favorite show, Crossing Jordan. 18. Just before or just after visiting the NBC online store, did you also visit other merchandise shopping sites? Which? Why? No, because I knew that the item I was searching for was only available through NBC.
19. Have you seen any ads for the NBC online store site? Where? Yes. The Crossing Jordan Coffeerooms board.
a. What impact did they have on you visiting the site? None really. I already knew the shirt was there. But it would have served as a reminder if I'd have needed one.
20. Where else could the NBC online store site be advertised so that you would notice? NBC's online store would definitely benefit from ads on the right-sided bar of the search engines. For example, if you search a show like Crossing Jordan on the web, like for the DVDs…the right-sided panel of the search engines should have a link to the NBC store linking you to items from that show; other venues should be touched, such as entertainment magazines. If NBC wanted to market merchandise related to their shows, a commercial during the show "For items related to XXX, visit the NBC online store at www.NBC....com" would be appropriate.
IV. Expectations
21. What were your expectations of your (recent) experience at the NBC online store? It was adequate. Why? I was able to get what I wanted. But the site is pretty basic. It's visually unappealing, and when it makes recommendations "you might also like…", the recommendations seem to be completely unrelated.
22. How did your experience compare with your expectations? I didn't have very high expectations for the store, so it met my expectations
a. What could have improved your experience? A more visually appealing site; shipping deals; the opportunity to sign up to be notified when more items for the show become available; the offering of deals for additional purchases; customer ratings for products (for example, for the shirt I bought, friends in the chat room warned everyone to buy one size up. That sort of feedback might have been included in the site, and it would have been beneficial).
23. (If you DID NOT purchase:) Did you intend to purchase something, (and if so, what was the reason you did not?)
24. (If you DID purchase:) Were you able to easily find all of the merchandise you were looking for, and if not, what else did you want to purchase? Yes.
25. [If visited more than once] Tell me about the things that bring you back to visit. I wanted the item related to Crossing Jordan.
26. What (else) would encourage you to go / return to the site? I am not very likely to return to the NBC site to purchase items, unless they happen to be the boxed set of DVDs for CJ. NBC canceled the only show that I watched, and their programming is on the decline—they're replacing scripted drama with cheap, unintelligent reality television and game shows. Unless there are notifications for new merchandise for the same show; free shipping deals, I doubt I'll be a regular visitor.
27. What (else) would encourage you to make a purchase / make additional purchases? I am not very likely to purchase items from NBC, unless they offer excellent deals on boxed sets for Crossing Jordan.
28. What other items should be offered on the site? Boxed DVD sets for the shows—current and prior-running.
29. What would make using the NBC online store an outstanding experience? Right now, I don't think NBC could do anything to make the experience outstanding for me. It would be outstanding if the shows I watched had been retained and there were new items with great deals for those shows.
30. What is the value of follow-up e-mails after you have visited or purchased at the site? For other sites, follow-up emails are wonderful, and they are often very successful at bringing in ROI. But for NBC…unless there's an item for a show I watch (and I don't watch any right now), follow-up emails won't generate sales from me.
31. Did a follow up e-mail cause you to revisit the NBC online store? No Why? Not interested if there are not new items realted to the shows I like.
a. What do you do with the e-mails? Delete them.
32. What other follow-up e-mail would be appropriate? Why? Notification that your item has shipped. Notification when an item you're interested in goes on sale or if there is a free shipping deal.
a. And how often would you expect to receive follow up e-mail? Why? Once a month or less frequently; probably more frequently around the Christmas Holiday.
33. What else would make the NBC online store site even more attractive? An overhaul that makes the site visually appealing. A more appealing, more exciting menu to the left…something more appealing than a small picture and a 10-point font all-text description.
V. Usability
34. How does navigation / usability on the NBC online store site compare with other shopping sites you have used? The navigation part is pretty simple. They could improve the checkout situation so that checkout could be completed as easily as it can with amazon. You could create a simple login process that retains your information so that you only have to click one button to check out.
VI. Advertising
35. In the future, what advertising might you expect to see on the NBC online store site for things not related to TV programs? Since NBC appears to be a struggling network—currently ranked 4th, and since it did not do well during upfronts, I imagine they will try to sell advertising space to sponsors as an alternative to television commercials. Since advertisers like Coke and Pepsi have stepped away from television advertising, I imagine NBC might go after advertisers like them. Banner ads; video ads. I wouldn't mind the banner ads, but I do mind the video ads and pop-up ads. They're distracting, and if a site has too many of them, I'll avoid a site.
36. What would be the impact on your experience of seeing those ads? I would not like to see ads that delay or distract. Banner ads are ok. But ads that interfere with your viewing of the site (a video ad that must be viewed before you can shop; pop-up ads). I understand why they're there; NBC is struggling, they're not selling advertisements for television very well, but I find advertisements online to be annoying.
V. Wrap-Up
Just a couple more questions as we finish
37. What advice would you give to help attract others to the NBC online store site? Unfortunately for NBC, I'd say that the very attraction to the online store would be quality programming, and I'm afraid that NBC is seriously lacking that right now. They're canceling shows like Crossing Jordan, Studio 60, and The Black Donnellys that are popular with fans with an annual income of $75000 or more, and retaining shows that aren't (like My Name is Earl, Scrubs, 30 Rock), and their new programming is unimpressive. I've read their business profile. They're moving away from scripted drama toward cheaper-to-produce reality television and game shows, but that's not what the viewer wants to see. Television is all about the viewer. You can create a perfect site with great features—make it visually appealing, advertise it in multiple venues, and offer great prices and shipping deals, but the items being sold there are still based on the programs. If the programs are substandard, then the viewers won't buy items based on the programs.
38. And what would get YOU to come back to the NBC online store site more often and to buy more? For me, the only items that would bring me back would be related to shows I like—Crossing Jordan, Studio 60
39. Do you have any final thoughts or recommendations as we conclude? I think that it's wonderful that NBC is doing voice of Customer research. They should consider doing more of that regarding their programming. Other networks have demonstrated adherence to the voice of the customer. For example, Fans of Jericho were able to secure a seven-episode series to close out their show. CBS demonstrated quality customer service when their president addressed the fans and promised to work with the writers to provide viewers resolution. They were granted 7 episodes. NBC did not address the viewers of Crossing Jordan, Studio 60, and The Black Donnellys. Voice of customer research has to start before the store--with the programming--for this research to be relevant.
I apologize for the length of this post, but I thought you'd want to see some of the points I discussed with a Ernan Roman, the president of the Market Research company. I'm in sales and Marketing, so I was able to discuss information with him in market speak. Ernan was very enthusiastic about my feedback, and he called me insightful and articulate. In the end, it all boiled down to you can create the perfect site, advertise it to all the appropriate venues, sell merchandise that is geared toward the demographic that aligns most closely with each individual show, but if the shows are not quality, the website is unlikely to sell merchandise related to the shows.
I'm attaching the questions with my feedback in a nutshell. I did expand on what I'd prepared for the interview, but this covers most of what I said. Notice that they failed to address the crux of the matter. NBC was so focused on improving the site that they didn't realize that sales would best be generated by improving the shows. Of course, that could have been a limitation because of the market research company...
As promised, I gave a lot of feedback about CJ and even mentioned S60 and TBD. I know that it's likely too late to matter, but this market research is going to the executives.
NBC INTERVIEWEE GUIDE
V
June 8, 2007
I. Introduction
Ernan Roman Direct Marketing, or ERDM, is the market research firm retained to
perform this Voice of Customer Research with you. We are speaking with viewers like you to gather input regarding ways the NBC online store might be further improved.
I’d like to confirm that you have about an hour scheduled for our interview. Do you have your copy of the Interview Guide open, for ease of reference?
To make sure we capture all your comments, may I ask your permission to record our conversation? This recording is strictly confidential and will be used only for research.
(During our discussion, we will focus on personal, not business shopping.)
II. Online shopping experiences
1. Discussion of online search or buying of personal, not business, merchandise. (Not just on the NBC online store site.)
a. What are some personal items you have shopped for online in the last few weeks? Cell phone case, books, DVDs, Crossing Jordan T-Shirt, shoes
b. What was the last personal item you actually purchased on line? And when? Crossing Jordan hat, Saturday.
c. What are some of the other personal items you have bought? Cell phone case, Crossing Jordan Hat, Crossing Jordan TShirt, other Clothing
d. How often do you search for items online? Frequently…3-4 time weekly or more often.
2. When and where do you do your online shopping? Ebay, websites for my favorite retailers (Target, JJill, Clarks)
3. Have you bookmarked shopping sites? Which ones? Why? Not really. Most online stores have their names as their address, so bookmarking is unnecessary.
4. In your opinion, which is the best personal shopping site? Why? Amazon. They have thorough descriptions. They have ratings by viewers. They recommend items (purchasers who bought this also bought that); you can create wish lists; and they recommend items based on what you've rated and what you've purchased; Their site has 1-click check out if you sign up for it. 5. How do you decide which site to go to for a particular personal item? It depends what I want. If I want something that might be available on ebay for a steal, I'd go there first. If I want a book, I generally go to amazon, but I might check ebay, too. If I want clothing/shoes from my favorite stores, I'll go there.
6. How did you learn about these sites? I can't honestly remember a time when I didn't know about Amazon. JJill and Clarks…I learned about the sites when I started shopping in their bricks and mortar stores.
7. Which sites do you return to? Why? Amazon—I consistently return there because they have a wonderful variety of products. I like their features (the ability to rate items, the ability to review items and read other reviewers' reviews; they make recommendations based on what you've bought and rated; you can add or delete items from "counting" toward your recommendations) and they consistently offer discounts and shipping deals. JJill often runs specials…sending frequent emails and special discounts to frequent purchasers.
8. What is it about it / them that gets you to continue to visit and / or purchase?
and they consistently offer discounts and shipping deals. JJill often runs specials…sending frequent emails and special discounts to frequent purchasers.
III. NBC online store
Now I’d like to talk specifically about the NBC online store.
9. What was the reason you visited the NBC online store? To buy a crossing Jordan TShirt
10. Was this your first visit to the NBC online store? No
11. How did you find the NBC online store web site the first time you visited it? I found it because it was advertised during Crossing Jordan as a place where you could buy the show's soundtrack.
12. And what prompted you to visit? Buying the soundtrack from Crossing Jordan prompted me to visit the first time.
a. Do you visit regularly, or if not, what prompts you to return? No
13. On the most recent visit, what was it that brought your attention to the item you were looking for? A posting in the Coffeerooms Crossing Jordan page.
14. Have you bookmarked the NBC online store (included it in Favorites)? No.
15. Have you / would you recommend the NBC online store to friends, family? Why? I probably would not recommend it unless the item they seek is only available in the NBC store.
16. What are your favorite TV shows? Crossing Jordan, CSI, CSI:NY
a. Do you watch them almost every time they are on? Yes.
b. How often do you watch reruns? For Crossing Jordan, whenever I'm able. The reruns are on A&E. If I'm home and the show's on, I'm watching.
c. Do you ever watch them on a computer or a cell phone? Crossing Jordan doesn't have that option. For the CSIs, yes. I've even downloaded them to my iPod when traveling for business. NBC should take advantage of that opportunity. All shows--past and present should be available for download. It would be an additional source of revenue, and it would improve viewer satisfaction.
17. How did your NBC online store search relate to your favorite shows? It was specific to an item from my favorite show, Crossing Jordan. 18. Just before or just after visiting the NBC online store, did you also visit other merchandise shopping sites? Which? Why? No, because I knew that the item I was searching for was only available through NBC.
19. Have you seen any ads for the NBC online store site? Where? Yes. The Crossing Jordan Coffeerooms board.
a. What impact did they have on you visiting the site? None really. I already knew the shirt was there. But it would have served as a reminder if I'd have needed one.
20. Where else could the NBC online store site be advertised so that you would notice? NBC's online store would definitely benefit from ads on the right-sided bar of the search engines. For example, if you search a show like Crossing Jordan on the web, like for the DVDs…the right-sided panel of the search engines should have a link to the NBC store linking you to items from that show; other venues should be touched, such as entertainment magazines. If NBC wanted to market merchandise related to their shows, a commercial during the show "For items related to XXX, visit the NBC online store at www.NBC....com" would be appropriate.
IV. Expectations
21. What were your expectations of your (recent) experience at the NBC online store? It was adequate. Why? I was able to get what I wanted. But the site is pretty basic. It's visually unappealing, and when it makes recommendations "you might also like…", the recommendations seem to be completely unrelated.
22. How did your experience compare with your expectations? I didn't have very high expectations for the store, so it met my expectations
a. What could have improved your experience? A more visually appealing site; shipping deals; the opportunity to sign up to be notified when more items for the show become available; the offering of deals for additional purchases; customer ratings for products (for example, for the shirt I bought, friends in the chat room warned everyone to buy one size up. That sort of feedback might have been included in the site, and it would have been beneficial).
23. (If you DID NOT purchase:) Did you intend to purchase something, (and if so, what was the reason you did not?)
24. (If you DID purchase:) Were you able to easily find all of the merchandise you were looking for, and if not, what else did you want to purchase? Yes.
25. [If visited more than once] Tell me about the things that bring you back to visit. I wanted the item related to Crossing Jordan.
26. What (else) would encourage you to go / return to the site? I am not very likely to return to the NBC site to purchase items, unless they happen to be the boxed set of DVDs for CJ. NBC canceled the only show that I watched, and their programming is on the decline—they're replacing scripted drama with cheap, unintelligent reality television and game shows. Unless there are notifications for new merchandise for the same show; free shipping deals, I doubt I'll be a regular visitor.
27. What (else) would encourage you to make a purchase / make additional purchases? I am not very likely to purchase items from NBC, unless they offer excellent deals on boxed sets for Crossing Jordan.
28. What other items should be offered on the site? Boxed DVD sets for the shows—current and prior-running.
29. What would make using the NBC online store an outstanding experience? Right now, I don't think NBC could do anything to make the experience outstanding for me. It would be outstanding if the shows I watched had been retained and there were new items with great deals for those shows.
30. What is the value of follow-up e-mails after you have visited or purchased at the site? For other sites, follow-up emails are wonderful, and they are often very successful at bringing in ROI. But for NBC…unless there's an item for a show I watch (and I don't watch any right now), follow-up emails won't generate sales from me.
31. Did a follow up e-mail cause you to revisit the NBC online store? No Why? Not interested if there are not new items realted to the shows I like.
a. What do you do with the e-mails? Delete them.
32. What other follow-up e-mail would be appropriate? Why? Notification that your item has shipped. Notification when an item you're interested in goes on sale or if there is a free shipping deal.
a. And how often would you expect to receive follow up e-mail? Why? Once a month or less frequently; probably more frequently around the Christmas Holiday.
33. What else would make the NBC online store site even more attractive? An overhaul that makes the site visually appealing. A more appealing, more exciting menu to the left…something more appealing than a small picture and a 10-point font all-text description.
V. Usability
34. How does navigation / usability on the NBC online store site compare with other shopping sites you have used? The navigation part is pretty simple. They could improve the checkout situation so that checkout could be completed as easily as it can with amazon. You could create a simple login process that retains your information so that you only have to click one button to check out.
VI. Advertising
35. In the future, what advertising might you expect to see on the NBC online store site for things not related to TV programs? Since NBC appears to be a struggling network—currently ranked 4th, and since it did not do well during upfronts, I imagine they will try to sell advertising space to sponsors as an alternative to television commercials. Since advertisers like Coke and Pepsi have stepped away from television advertising, I imagine NBC might go after advertisers like them. Banner ads; video ads. I wouldn't mind the banner ads, but I do mind the video ads and pop-up ads. They're distracting, and if a site has too many of them, I'll avoid a site.
36. What would be the impact on your experience of seeing those ads? I would not like to see ads that delay or distract. Banner ads are ok. But ads that interfere with your viewing of the site (a video ad that must be viewed before you can shop; pop-up ads). I understand why they're there; NBC is struggling, they're not selling advertisements for television very well, but I find advertisements online to be annoying.
V. Wrap-Up
Just a couple more questions as we finish
37. What advice would you give to help attract others to the NBC online store site? Unfortunately for NBC, I'd say that the very attraction to the online store would be quality programming, and I'm afraid that NBC is seriously lacking that right now. They're canceling shows like Crossing Jordan, Studio 60, and The Black Donnellys that are popular with fans with an annual income of $75000 or more, and retaining shows that aren't (like My Name is Earl, Scrubs, 30 Rock), and their new programming is unimpressive. I've read their business profile. They're moving away from scripted drama toward cheaper-to-produce reality television and game shows, but that's not what the viewer wants to see. Television is all about the viewer. You can create a perfect site with great features—make it visually appealing, advertise it in multiple venues, and offer great prices and shipping deals, but the items being sold there are still based on the programs. If the programs are substandard, then the viewers won't buy items based on the programs.
38. And what would get YOU to come back to the NBC online store site more often and to buy more? For me, the only items that would bring me back would be related to shows I like—Crossing Jordan, Studio 60
39. Do you have any final thoughts or recommendations as we conclude? I think that it's wonderful that NBC is doing voice of Customer research. They should consider doing more of that regarding their programming. Other networks have demonstrated adherence to the voice of the customer. For example, Fans of Jericho were able to secure a seven-episode series to close out their show. CBS demonstrated quality customer service when their president addressed the fans and promised to work with the writers to provide viewers resolution. They were granted 7 episodes. NBC did not address the viewers of Crossing Jordan, Studio 60, and The Black Donnellys. Voice of customer research has to start before the store--with the programming--for this research to be relevant.
I'M SORRY, I DON'T UNDERSTAND HOW TO RESPOND TO YOUR QUESTIONNAIRE. DO WE ANSWER EACH AND EVERY QUESTION AND DO WE DO IT AS A REPLY TO YOUR POST? THAT'S A LOT OF QUESTIONS AND I REALLY DON'T SEE THE RELEVANCE ANYWAY. HOW IS BUYING CJ STUFF ONLINE GONING HELP?...AND WHY WOULD VIEWERS WANT TO BUY CJ STUFF ONLINE ANYWAY? WHAT IS THAT GOING TO ACCOMPLISH? ARE THEY GIVING AN US AN ULTIMATUM/sp?.
IN MY OPION, THEY HAVE DISAPPOINTED SO MANY PEOPLE, NOT ONLY WITH THE FACT THAT THEY DECIDED TO CANCEL CJ, BUT THE UNPROFESSIONAL, CRUEL WAY THEY DID IT: NOT A SINGLE WORD THAT THE SERIES WAS NOT GOING TO PICKED UP AGAIN. THERE WERE NO PRESS RELEASES ONLINE, CBS, OR ANYWHERE ELSE....NOT A CLUE! THEN THEY TOP IT OFF BY LEAVING US WITH A CLIFF HANGER EPISODE: WHICH IMPLIES ANOTHER SEASON - NOT A LAST SEASON EPISODE. THERE IS NO CJ CLOSURE FOR THE LOYAL FAN BASE THAT TUNED INTO CJ'S 117 EPISODES (EVEN WHEN THEY CHANGED AIRING DAYS). WHAT THEY SHOULD BE WORRIED ABOUT IS THE IMPACT THAT THEIR TACTICS AND TOTAL DISREGAURD FOR THEIR VIEWERS HAD. I HAVE READ A LOT OF POSTINGS, AND MOST ARE BOYCOTTING NBC BECAUSE OF THOSE TACTICS.
WHY WOULD A POTENTIAL SPONSOR OR ADVERTISER WANT TO DEAL WITH A NETWORK THAT OBVIOUSLY DOESN'T CARE ABOUT THEIR VIEWERS? YOU DON'T HAVE TO BE A ROCKET SCIENTIST TO FIGURE OUT THAT THOSE TYPE OF TACTICS WILL ULTIMATELY RESULT IN THE LOSS OF VIEWERS. IF I HAD AN ANDVERTISMENT FOR TV, IT WOULD NOT BE ON NBC.
SO WHY WOULD WE BUY ANYTHING (NOT JUST CJ STUFF) FROM AMAZON, OR ANY OTHER SITE, WHEN WE, THE VIEWERS DON'T TRUST THEM ANYMORE? WE RECOGNIZE NOW HOW LITTLE THEY ARE CONCERNED WITH KEEPING VIEWERS SATISFIED. WHY SHOULD WE DO ANYTHING FOR THEM?
IN MY OPION, THEY HAVE DISAPPOINTED SO MANY PEOPLE, NOT ONLY WITH THE FACT THAT THEY DECIDED TO CANCEL CJ, BUT THE UNPROFESSIONAL, CRUEL WAY THEY DID IT: NOT A SINGLE WORD THAT THE SERIES WAS NOT GOING TO PICKED UP AGAIN. THERE WERE NO PRESS RELEASES ONLINE, CBS, OR ANYWHERE ELSE....NOT A CLUE! THEN THEY TOP IT OFF BY LEAVING US WITH A CLIFF HANGER EPISODE: WHICH IMPLIES ANOTHER SEASON - NOT A LAST SEASON EPISODE. THERE IS NO CJ CLOSURE FOR THE LOYAL FAN BASE THAT TUNED INTO CJ'S 117 EPISODES (EVEN WHEN THEY CHANGED AIRING DAYS). WHAT THEY SHOULD BE WORRIED ABOUT IS THE IMPACT THAT THEIR TACTICS AND TOTAL DISREGAURD FOR THEIR VIEWERS HAD. I HAVE READ A LOT OF POSTINGS, AND MOST ARE BOYCOTTING NBC BECAUSE OF THOSE TACTICS.
WHY WOULD A POTENTIAL SPONSOR OR ADVERTISER WANT TO DEAL WITH A NETWORK THAT OBVIOUSLY DOESN'T CARE ABOUT THEIR VIEWERS? YOU DON'T HAVE TO BE A ROCKET SCIENTIST TO FIGURE OUT THAT THOSE TYPE OF TACTICS WILL ULTIMATELY RESULT IN THE LOSS OF VIEWERS. IF I HAD AN ANDVERTISMENT FOR TV, IT WOULD NOT BE ON NBC.
SO WHY WOULD WE BUY ANYTHING (NOT JUST CJ STUFF) FROM AMAZON, OR ANY OTHER SITE, WHEN WE, THE VIEWERS DON'T TRUST THEM ANYMORE? WE RECOGNIZE NOW HOW LITTLE THEY ARE CONCERNED WITH KEEPING VIEWERS SATISFIED. WHY SHOULD WE DO ANYTHING FOR THEM?
This wasn't my questionnaire...this was actually a market research questionnaire that came to me because I bought a Crossing Jordan T-shirt from the NBC store. NBC hired Ernan Roman Direct Marketing to contact a sample of people who shopped on the NBC online store to let them know what NBC could do to improve the site and to improve sales.
But you did hit the nail on the head...they're not getting it. They think that improving the site will bring more sales. But the network's in 4th place. If they don't have inspiring programming, and if they don't treat their viewers well, there won't be interest in the store...or in NBC
But you did hit the nail on the head...they're not getting it. They think that improving the site will bring more sales. But the network's in 4th place. If they don't have inspiring programming, and if they don't treat their viewers well, there won't be interest in the store...or in NBC
CROSSING BOSTON,
YOU SEEM TO BE REALLY UP ON THE CJ SITUATION. I DON'T REMEMBER IF YOU POSTED THE "BRINGJERICOBACK.COM" SITE OR NOT. IF NOT, YOU SHOULD VISIT IT. I DON'T THINK THAT CBS ANNOUNCING THEIR DECISION TO NOT PICK JERICO UP FOR ANOTHER SEASON "SET OFF" AS MANY JERICO'S FANS, AND TO THE EXTENT (TO BOYCOTT CBS) THAT THE CJ FANS HAVE BEEN "SET OFF."
I'M POSTING ILLITERATE...SO IT TOOK ME A WHILE TO FIGURE OUT THAT THE FIRST TWO POSTINGS ON THIS MESSAGE BOARD WERE FROM AN NBC EMPLOYEE (ROOT ADMINISTRATOR). HAVE YOU POSTED ANY OF YOUR THOUGHTS/ALONG WITH THE QUESTIONNAIRE TO HER? IF NOT, MAYBE YOU SHOULD, ALONG WITH MY REPLY TO IT.
I E-MAILED NBC.COM TWICE. THEY PROMPLY SENT BACK A FORM REPLY STATING THAT THEY DIDN'T HAVE TIME TO READ THEM....BUT "THANKS."
IN ONE OF THE E-MAILS, I MENTIONED THE FACT THAT OUT OF OVER ONE HUNDRED POSSIBLE NOMINATIONS IN THE DAYTIME EMMY'S, THEY ONLY RECEIVED "ELEVEN" NOMINATIONS: "ONE" IN THE PERFORMANCE CATAGORY (AND LOST ANYWAY), THE THE OTHER "TEN" WERE IN THE TECHNICAL CATAGORY - HAIR, LIGHTING, MUSIC, ETC. IT WAS HARD TO WATCH. THEY SHOULD BE SO WORRIED.
THEY ARE SINKING. THEY ARE REALLY GAMBLING WITH THEIR VIEWER'S BY THE TACTICS THEY ARE USING AT A TIME WHEN THEY HAVEN'T GOT ANYTHING LEFT TO GAMBLE WITH!
THOUGHTS?
YOU SEEM TO BE REALLY UP ON THE CJ SITUATION. I DON'T REMEMBER IF YOU POSTED THE "BRINGJERICOBACK.COM" SITE OR NOT. IF NOT, YOU SHOULD VISIT IT. I DON'T THINK THAT CBS ANNOUNCING THEIR DECISION TO NOT PICK JERICO UP FOR ANOTHER SEASON "SET OFF" AS MANY JERICO'S FANS, AND TO THE EXTENT (TO BOYCOTT CBS) THAT THE CJ FANS HAVE BEEN "SET OFF."
I'M POSTING ILLITERATE...SO IT TOOK ME A WHILE TO FIGURE OUT THAT THE FIRST TWO POSTINGS ON THIS MESSAGE BOARD WERE FROM AN NBC EMPLOYEE (ROOT ADMINISTRATOR). HAVE YOU POSTED ANY OF YOUR THOUGHTS/ALONG WITH THE QUESTIONNAIRE TO HER? IF NOT, MAYBE YOU SHOULD, ALONG WITH MY REPLY TO IT.
I E-MAILED NBC.COM TWICE. THEY PROMPLY SENT BACK A FORM REPLY STATING THAT THEY DIDN'T HAVE TIME TO READ THEM....BUT "THANKS."
IN ONE OF THE E-MAILS, I MENTIONED THE FACT THAT OUT OF OVER ONE HUNDRED POSSIBLE NOMINATIONS IN THE DAYTIME EMMY'S, THEY ONLY RECEIVED "ELEVEN" NOMINATIONS: "ONE" IN THE PERFORMANCE CATAGORY (AND LOST ANYWAY), THE THE OTHER "TEN" WERE IN THE TECHNICAL CATAGORY - HAIR, LIGHTING, MUSIC, ETC. IT WAS HARD TO WATCH. THEY SHOULD BE SO WORRIED.
THEY ARE SINKING. THEY ARE REALLY GAMBLING WITH THEIR VIEWER'S BY THE TACTICS THEY ARE USING AT A TIME WHEN THEY HAVEN'T GOT ANYTHING LEFT TO GAMBLE WITH!
THOUGHTS?
QUOTE (mdav @ Jun 17 2007, 05:53 PM)
CROSSING BOSTON,
YOU SEEM TO BE REALLY UP ON THE CJ SITUATION. I DON'T REMEMBER IF YOU POSTED THE "BRINGJERICOBACK.COM" SITE OR NOT. IF NOT, YOU SHOULD VISIT IT. I DON'T THINK THAT CBS ANNOUNCING THEIR DECISION TO NOT PICK JERICO UP FOR ANOTHER SEASON "SET OFF" AS MANY JERICO'S FANS, AND TO THE EXTENT (TO BOYCOTT CBS) THAT THE CJ FANS HAVE BEEN "SET OFF."
I'M POSTING ILLITERATE...SO IT TOOK ME A WHILE TO FIGURE OUT THAT THE FIRST TWO POSTINGS ON THIS MESSAGE BOARD WERE FROM AN NBC EMPLOYEE (ROOT ADMINISTRATOR). HAVE YOU POSTED ANY OF YOUR THOUGHTS/ALONG WITH THE QUESTIONNAIRE TO HER? IF NOT, MAYBE YOU SHOULD, ALONG WITH MY REPLY TO IT.
I E-MAILED NBC.COM TWICE. THEY PROMPLY SENT BACK A FORM REPLY STATING THAT THEY DIDN'T HAVE TIME TO READ THEM....BUT "THANKS."
IN ONE OF THE E-MAILS, I MENTIONED THE FACT THAT OUT OF OVER ONE HUNDRED POSSIBLE NOMINATIONS IN THE DAYTIME EMMY'S, THEY ONLY RECEIVED "ELEVEN" NOMINATIONS: "ONE" IN THE PERFORMANCE CATAGORY (AND LOST ANYWAY), THE THE OTHER "TEN" WERE IN THE TECHNICAL CATAGORY - HAIR, LIGHTING, MUSIC, ETC. IT WAS HARD TO WATCH. THEY SHOULD BE SO WORRIED.
THEY ARE SINKING. THEY ARE REALLY GAMBLING WITH THEIR VIEWER'S BY THE TACTICS THEY ARE USING AT A TIME WHEN THEY HAVEN'T GOT ANYTHING LEFT TO GAMBLE WITH!
THOUGHTS?
YOU SEEM TO BE REALLY UP ON THE CJ SITUATION. I DON'T REMEMBER IF YOU POSTED THE "BRINGJERICOBACK.COM" SITE OR NOT. IF NOT, YOU SHOULD VISIT IT. I DON'T THINK THAT CBS ANNOUNCING THEIR DECISION TO NOT PICK JERICO UP FOR ANOTHER SEASON "SET OFF" AS MANY JERICO'S FANS, AND TO THE EXTENT (TO BOYCOTT CBS) THAT THE CJ FANS HAVE BEEN "SET OFF."
I'M POSTING ILLITERATE...SO IT TOOK ME A WHILE TO FIGURE OUT THAT THE FIRST TWO POSTINGS ON THIS MESSAGE BOARD WERE FROM AN NBC EMPLOYEE (ROOT ADMINISTRATOR). HAVE YOU POSTED ANY OF YOUR THOUGHTS/ALONG WITH THE QUESTIONNAIRE TO HER? IF NOT, MAYBE YOU SHOULD, ALONG WITH MY REPLY TO IT.
I E-MAILED NBC.COM TWICE. THEY PROMPLY SENT BACK A FORM REPLY STATING THAT THEY DIDN'T HAVE TIME TO READ THEM....BUT "THANKS."
IN ONE OF THE E-MAILS, I MENTIONED THE FACT THAT OUT OF OVER ONE HUNDRED POSSIBLE NOMINATIONS IN THE DAYTIME EMMY'S, THEY ONLY RECEIVED "ELEVEN" NOMINATIONS: "ONE" IN THE PERFORMANCE CATAGORY (AND LOST ANYWAY), THE THE OTHER "TEN" WERE IN THE TECHNICAL CATAGORY - HAIR, LIGHTING, MUSIC, ETC. IT WAS HARD TO WATCH. THEY SHOULD BE SO WORRIED.
THEY ARE SINKING. THEY ARE REALLY GAMBLING WITH THEIR VIEWER'S BY THE TACTICS THEY ARE USING AT A TIME WHEN THEY HAVEN'T GOT ANYTHING LEFT TO GAMBLE WITH!
THOUGHTS?
Don't worry about being posting illiterate...you'll catch on fast. I have visited the Jericho sites...some of the Jericho fans reached out to the CJ fans, asked us to sign their petitions, so I helped out...
You know, I have learned so much about television in these last several months. I'll try to sum up some valuable things I've learned:
- It's easy to find Nielsen ratings on the internet...But Nielsen ratings are flawed. Its seems like they're still catching up to technology like DVRs/TiVos.
- Overall, television watching is down this year. Some have attributed it to daylight savings time coming early, others have attributed it to TiVo, and others have attributed it to bad television
- NBC hit 20-year lows twice this year. They've barely had a show in the top 30 throughout the last season. Deal or no deal often came in around 27.
- Tried-and-true advertisers are turning away from television shows and are going with more event-based advertising. (When was the last time you saw a Coke or Pepsi ad on television?). This is making it more difficult for networks to sell advertising during their upfronts.
- Fans get very angry when their shows are canceled. And many of them are motivated. They'll write, call, fax, email, create campaigns, write advertisers...and they have the means to get everyone's names and addresses.
- NBC's new initiatives have them moving away from scripted programming and toward gameshow and reality television because they are less costly to produce (and good luck with that, because it doesn't last long. Who wants to be a millionaire elevated ABC to the top, but it didn't last long).
I posted the addresses of all the NBC advertisers during the finale of CJ and told the advertisers that NBC did not honor their part of the advertising commitment--the show wasn't promoted, therefore diminishing the advertiser's return on investment. I also discussed NBC's treatment of the show and pointed out to the advertisers that NBC was acting inconsistently with the advertisers' missions and core values.
Perhaps I'll try posting the market research to the executives, but the truth is, I believe they will see it. When a company hires and pays a market research firm, they get feedback. And they get a lot of verbatims. I'm pretty confident that they'll see my verbatims based on feedback I got from Ernan Roman, who is the president of the research company that interviewed me. I believe they'll see questions 37 through 39 and my responses, because my responses hit on what was not asked. The sales in the store are low because they're based on the programming. The network's in 4th place, with no quality programming. For "stuff" to sell in the store, it has to be good merchandise and it has to be based on hit programming.
I hope you get a feel for the NBC version of the boards and get comfortable with it quickly. You're already well on your way...you figured out the administrator thing pretty quickly...but you might want to try toning down the all-caps thing. It's kind of hard to read.
Crossing Boston:
First I want to thank you for paying attention and responding to my "many" e-mails.
I agree with all the points that you made in your last reply to me. Nielsen ratings are flawed. That is a no brainer...sad, but time and technology marches on. I don't know what can or will be done about networks relying on that system. I think that one very big thing that should be obvious to each network, is to pay more attention and listen to what is being posted on their OWN individual website/message boards!!! It would be a far more accurate monitoring tool than the Nielsen's. Track the amount of hits, comments, etc. to better determine how popular a particular program is. Why even have websites for these programs if they don't listen? It can't be ALL ABOUT THE SALES OF ACTION FIGURES OR T-SHIRTS. I would think, and hope that these sites are set up to aid in decision making, etc. Doesn't seem to be the case with NBC and Crossing Jordan...but, what can you do?
I realize that advertisers have it even tougher now with Tivos and DVRs. People taping programs - and then having the ability to skip over the commercials....My on thought on that situation is for networks and potential advertisers is to utilize "TECHNOLOGY." Give Tivos and DVRs less of an appeal. Work together (of course, a bigger advertising base per program based not only on the Neilsen's; but also on individual website results) by encouraging viewers to watch LIVE programming. Create more interaction between viewers and watching a show live...more contests, phone in now, create a finale, etc. type things. Encourage live viewing. No more fast forwarding through commercials. Make it more advantageous for viewers to watch live...that would be one suggestion. I know this is already going on; but I'm talking: "Major Overhaul."
I am disabled and don't get out much - so TV is "who I am" now. I lost "who I was", 5 years ago after my accident. So speaking for those of us who look forward to what is going on with upcoming, returning, hiatis, finale's, etc., with particular programs; it becomes personal. If it takes watching CJ live (thereby attracting advertisers) to get it back: Will do. We just all need to come together with solutions...
Anyway, I'm rambling. I just want closure for CJ.
I will complete the marketing survey the best that I can.
Thanks for listening.
P.S. You are right about your answers #37 - #39. You spoke volumes!!
First I want to thank you for paying attention and responding to my "many" e-mails.
I agree with all the points that you made in your last reply to me. Nielsen ratings are flawed. That is a no brainer...sad, but time and technology marches on. I don't know what can or will be done about networks relying on that system. I think that one very big thing that should be obvious to each network, is to pay more attention and listen to what is being posted on their OWN individual website/message boards!!! It would be a far more accurate monitoring tool than the Nielsen's. Track the amount of hits, comments, etc. to better determine how popular a particular program is. Why even have websites for these programs if they don't listen? It can't be ALL ABOUT THE SALES OF ACTION FIGURES OR T-SHIRTS. I would think, and hope that these sites are set up to aid in decision making, etc. Doesn't seem to be the case with NBC and Crossing Jordan...but, what can you do?
I realize that advertisers have it even tougher now with Tivos and DVRs. People taping programs - and then having the ability to skip over the commercials....My on thought on that situation is for networks and potential advertisers is to utilize "TECHNOLOGY." Give Tivos and DVRs less of an appeal. Work together (of course, a bigger advertising base per program based not only on the Neilsen's; but also on individual website results) by encouraging viewers to watch LIVE programming. Create more interaction between viewers and watching a show live...more contests, phone in now, create a finale, etc. type things. Encourage live viewing. No more fast forwarding through commercials. Make it more advantageous for viewers to watch live...that would be one suggestion. I know this is already going on; but I'm talking: "Major Overhaul."
I am disabled and don't get out much - so TV is "who I am" now. I lost "who I was", 5 years ago after my accident. So speaking for those of us who look forward to what is going on with upcoming, returning, hiatis, finale's, etc., with particular programs; it becomes personal. If it takes watching CJ live (thereby attracting advertisers) to get it back: Will do. We just all need to come together with solutions...
Anyway, I'm rambling. I just want closure for CJ.
I will complete the marketing survey the best that I can.
Thanks for listening.
P.S. You are right about your answers #37 - #39. You spoke volumes!!
QUOTE (mdav @ Jun 19 2007, 10:03 PM)
Crossing Boston:
Anyway, I'm rambling. I just want closure for CJ.
I will complete the marketing survey the best that I can.
Thanks for listening.
P.S. You are right about your answers #37 - #39. You spoke volumes!!
Anyway, I'm rambling. I just want closure for CJ.
I will complete the marketing survey the best that I can.
Thanks for listening.
P.S. You are right about your answers #37 - #39. You spoke volumes!!
I love responding to posts...It's interesting to see everyone's perspectives on things...
But DON'T complete that market research...unless NBC asks you to. I posted the questions and my answers just to show everyone what NBC hired a market research firm to do. I tried to get feedback from everyone before the actual interview, but I didn't get much...some studio 60 fans gave me some brief suggestions, and someone from the Coffeerooms CJ board gave me some input, too...but the interview's done.
I actually spent a few hours on that market research. I was given less than 24 hours to prepare for it, as I was first invited, then told the slots were filled (after finding out that my emails to the company were undeliverable), then I was told there was slots (and there weren't), then I emailed the president of the marketing firm, and he told me they'd fit me in if there was a cancellation. I was called at around 7pm the night before the interview, and my interview was 11:30 am the next day. So I worked from the time I got the questions (7pm until 11pm, checked the next morning for feedback, incorporated it into the document I created, and when Ernan Roman called, I was fully prepared. 37 through 39 were the heavy-hitter questions. But the funny thing is, if I hadn't answered that the store's sales were based on the success of the shows, then the interview would have missed the entire point of things. You can pretty it all up, but if the shows don't sell, neither does the merchandise.
You're right about the cutting-edge stuff. The "watch-it-right-now" stuff should happen. CJ tried to do it with Nigel Blog stuff a couple of times, but I think they could have done something that had you listening for a certain password that could have given viewers a key to solving the mystery...
Ah...but it's too late now.
Did you hear that Jill's pregnant? Access Hollywood is reporting that she is.
Crossing Boston,
I'm glad to hear that the questionnaire was not to be completed by everyone!! I'm glad however that it did fall into your capable hands.
Congrats to Jill!! That really makes me wonder more if the actors in CJ were not that upset with the cancelation??? I would still watch a "season seven" even it didn't air for a year or so. Closure...end that plane crash episode!
Oh well, I'm still contacting who I can. Toyota was quick to reply as was TVGuide. I need to check my e-mails after this reply to see if there are more confirmations, etc.
E-Online! is a very good one to contact. They are easy to get through to and have a lot of viewer/scoope based programming; such as The Daily 10 and The Soup. Both, great sources to aid in our CJ recovery quest...if they get enough CJ complaints. Just a suggestion.
Keep in touch.
P.S. NOW IF YOU GOOGLE (YOU KNOW WHAT...STARTS WITH - BRING...BACK) THIS (YOUR) POST, BY YOU, IS OUT THERE NOW!!!! CHECK IT OUT.
I'm glad to hear that the questionnaire was not to be completed by everyone!! I'm glad however that it did fall into your capable hands.
Congrats to Jill!! That really makes me wonder more if the actors in CJ were not that upset with the cancelation??? I would still watch a "season seven" even it didn't air for a year or so. Closure...end that plane crash episode!
Oh well, I'm still contacting who I can. Toyota was quick to reply as was TVGuide. I need to check my e-mails after this reply to see if there are more confirmations, etc.
E-Online! is a very good one to contact. They are easy to get through to and have a lot of viewer/scoope based programming; such as The Daily 10 and The Soup. Both, great sources to aid in our CJ recovery quest...if they get enough CJ complaints. Just a suggestion.
Keep in touch.
P.S. NOW IF YOU GOOGLE (YOU KNOW WHAT...STARTS WITH - BRING...BACK) THIS (YOUR) POST, BY YOU, IS OUT THERE NOW!!!! CHECK IT OUT.
QUOTE (kateriter @ Jun 13 2007, 11:01 AM)
I think NBC has a strange definition for "valued"
me too kate. they definitely have a strange definition for valued customers
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