Survey Reveals Direct Link between Net Promoter Score (NPS) and Service Provider Revenues

August 8, 2013 BG&A Staff
  Amdocs, the leading provider of customer experience systems and services, conducted a global consumer survey of smartphone owners that explores the link between Net Promoter Score (NPS) and service provider revenues and...

One World Sports Launches on Google Fiber in Kansas City

August 7, 2013 BG&A Staff
One World Sports has launched on Google Fiber’s system serving Kansas City. The global sports network can now be found in Kansas City, Mo. and Kansas City, Kan. via Sports Plus, Google Fiber’s new sports tier, that includes Pac 12 Networks, NFL Red Zone and MLB Strike Zone. The deal, terms of which were not disclosed, marks One World Sports’ fourth linear pact, as the network is available on Dish Network, Cablevision’s Optimum TV and Mediacom Communications. The rollout on Google Fiber comes just two days before the network will undergo a comprehensive re-launch on Aug. 3, including a new on-air look and graphics package. The service, which appeals to millennials interested in worldwide sporting action, will also bow a new high-definition production facility in Stamford, Conn. that day and initiate match coverage of the rebooted New York Cosmos soccer franchise.  Programming also encompasses live and same-day action of leagues and competitions in soccer, basketball, baseball, golf, table tennis and badminton “OneWorld Sports is a terrific fit with Google Fiber’s younger-skewing profile,” said Alexander “Sandy” Brown, president and CEO of One World Sports. “We’re very excited to announce this important launch on Google Fiber’s high-profile, ultra-high speed service in America’s heartland.” Google Fiber is a 1 gigabit per second fiber network designed to deliver ultra-high speed broadband connections and video to homes and businesses.

Our International PR Connections Grow

August 6, 2013 BG&A Staff
  Bob Gold represented the agency in Copenhagen, Denmark, for the eighth annual Whiteoaks International Network meeting.  Top independent high-tech agency owners from as far away as Korea and Dubai met for two days of intensive meetings and some great local experiences. They shared an international approach to business that benefits many shared clients. The Whiteoaks International Network will assemble in July 2014 in Redondo Beach, California, where our agency will for the first time host our distinguishd colleagues.

ONE World Sports Marks Two Big Programming Network Firsts This Summer

July 31, 2013 BG&A Staff
Less than a year into the global sports network’s inaugural year with Bob Gold & Associates, ONE World Sports in July debuted its first-ever original series with “Cosmos Classics,” a series showcasing North American Soccer League games starring Pele, Franz Beckenbauer and other members of the original New York Cosmos. Colorful former Cosmos goalkeeper Shep Messing will host the series. Then, on Aug. 3, the network will begin carrying telecasts of the rebooted Cosmos’ first NASL season of the 21st century. ONE World Sports will carry all seven home games of the Cosmos in high definition during the iconic soccer team’s high-profile return to the league. “We’re thrilled to be bringing the historic New York Cosmos franchise to viewers of ONE World Sports,” said Alexander “Sandy” Brown, president and CEO of ONE World Sports. Green indeed: Network brass will be on hand when Pele pulls a switch on Aug. 1 to turn lighting at the Empire State Building “Cosmos green” in honor of the team’s NASL season launch. Well-known soccer commentator JP Dellacamera will provide the play-by-play for the Cosmos telecasts. Messing will provide color commentary for most of the games, with former U.S. National Team defender Janusz Michallik on board for select matches. The Cosmos games are the first live domestic sports programming to be carried on ONE World Sports. The network also has extensive coverage of soccer from Asia and Europe, along with sports competitions from around the globe.  

Sprint’s Local Events – Bob Gold & Associates Tout Sprint’s Expanding Network

July 25, 2013 BG&A Staff
In April Sprint announced the availability of its all-new 4G LTE network in several new markets – one being Los Angeles – and currently Sprint’s 4G LTE is available in more than 100 cities across the country. Since April, Bob Gold & Associates has hosted two events with Sprint, and will be hosting a media tour to show how 4G LTE is positively affecting Los Angeles pet owners. While the previous two events were focused on the combination of technology and entertainment, the upcoming tour focuses on apps targeted at pet owners. On July 30, Sprint is working with world renowned pet expert Warren Eckstein to show how pet owners can re-establish an amazing relationship with their pets through a number of apps. Sprint spokesperson Kathleen Dunleavy will demonstrate some of these apps that can be used on Sprint's Truly Unlimited plan to make your lives with your pets more interactive. Warren is excited to be a part of this media tour as he believes apps specifically tailored for pet lovers, “help better the quality of life for pets and their owners and allow both to have more fun!”

Just What Does A Public Relations Agency Do? Forbes asks Bob Gold For the Answers.

June 4, 2013 BG&A Staff
Rob Wynne of Forbes interviewed Bob Gold, our fearless leader, to ask what it is that a PR agency does, and what makes great agencies stand out from the rest. Here are some excerpts from that conversation: “A good agency is a strategic partner who helps clients successfully talk to and with their audiences,” says Bob Gold of Bob Gold & Associates of Redondo Beach, CA “An agency is a good listener to the marketplace and knows what conversation starters will work, but also what just might catch fire. How well can your agency push back on ideas without offending? And are they an innovative partner, or a bunch of “yes men and women?” Gold advises clients to look for the best cultural fit. “Can your agency find and “ get” your voice? And do they lead the conversation, like a good dinner partner or are they too busy gathering clips?” Read the full story on Forbes here. You can follow Rob Wynne on Twitter here: @robwynne.

Will Streaming Kill the TV Star?

May 23, 2013 BG&A Staff
Here’s our favorite contradictory statement of the month: “Linear TV is popular and ripe for replacement.” -Netflix CEO Reed Hastings.   Are TV networks dinosaurs being wiped out by a big asteroid called Netflix? Hastings aka Netflix has a stake in non-linear viewing, but executives sure seem to be taking a page from a tried and true playbook. Its foray into original programming, House of Cards, actually demonstrated the strength of the release-a-week, linear TV-type model. With all the HoC episodes available at once, viewers consumed individually – all, part or nothing. The result: no big, next day, viewer buzz.   We’re leery of media death knells: with the advent of TV, the death of movies was predicted, but 1.14 billion tickets were sold in 2012. Everyone’s buying personal entertainment devices, yet there are still TVs in use in 97.1% of U.S. households, according to A.C. Nielsen.   Yes, consumption destinations are changing, but big cable and broadcast nets continue to have the content distribution model with the longest tail, and Netflix, for the near future, should hope it keeps wagging.   What is your take on Netflix's disruptive incursion into original programming? Share your comments below.   -Bob Gold & Associates

Five Tips to Help Your Social Media Outreach

May 1, 2013 BG&A Staff
1. You never have a second chance to make a first impression. Think carefully about what you want to say, and keep it professional – you may never be able to delete it from the internet. 2. Try to pick a voice – you must distinguish yourself from the billions of other things your audience may be interested in, and keep them coming back to you for more. 3. Keep content fresh and update frequently. We’re not saying it needs to be every day, but the more you can keep it new and interesting, the more engaged your audience is. This is true for comments too – respond often and keep the conversation going. 4. Be on every site that your audience can be found. If you want to reach the largest audience possible, you'll have to use all of the social media sites, including Facebook, Twitter, Tumblr and Instagram. However, quantity is not always as important as quality. If you have a good engagement level on one, focus on that and then, if you have the capacity, move onto other sites as well. 5. Engage in the online community to continue building your audience. By doing this, you are staying relevant for current followers and also getting yourself in front of other potential new followers – especially if you want to expand onto other sites. Read more:

Net Promoter Scores Show How You Compare to Competition

May 1, 2013 BG&A Staff
If you thought brand loyalty was accomplished with advertising, think again. According to the bestselling book “The Ultimate Question” by Fred Reichheld, the thing most service providers wonder is, “Would my customer recommend my service to a friend?” Carriers are trying to focus on increasing their net promoter scores, which is an index premised on the fact that customers’ satisfaction and loyalty can be measured and compared. Net promoter score is calculated by taking the percentage of customers who are considered “Promoters” (meaning that they rated the company 9 or 10 on a zero-to-10 point scale) minus the percentage of those considered “Detractors” (rating six or lower). Essentially, this translates into more revenues from existing clients and more clients based on the promoter’s recommendations. Obviously, service providers want to increase their net promotion scores to as high as possible. With a recent Coleman Parkes-Amdocs survey, it was reported that 84% of customers are more likely to recommend their service provider if it could identify and solve customer care issues proactively. Although the net promoter score is important to measure how customers feel about their service providers and the experience they provide, measuring it should not the ultimate goal. As Verizon Wireless has shared, it is an indicator that helps you decide what to focus on to improve the customer experience, and proactive care plays an important part in achieving that. Read more on the Amdocs Voices blog

Goodbye 2012 – Things That Are Gone (And Won’t Be Missed)

May 1, 2013 BG&A Staff
How tumultuous was 2012 for you? Here are some things we won’t miss. What’s on your list? Mayan doomsday stress – Dec. 21 came and went with nary a whiff of sulfurous ash. We’re here and calm, at least until the next bat-poo-caked antiquity is trotted out bearing portents of the apocalypse. Presidential election season - By the time November rolled around, even the most hard-core political junkie wheezed “Enough, already!”  Our airwaves are now political advertising free – at least until next season starts in, oh, 12 months from now, for the 2016 election. RIP journalism, 2012 edition – Last year we said goodbye to the print editions of Newsweek and The Sporting News; the Times-Picayune of New Orleans (whose reporters won a Pulitzer Prize braving Hurricane Katrina and its aftermath) had its delivery cut to semi-weekly; and single-community dailies like the Laurel Leader Call (MS) disappeared forever. Even The Daily, a Murdoch/Fox-backed new media tablet-targeted platform, failed to lure an audience. Local bookstores – Yes, we all have our smart phones and tablets, but personally, we will miss wandering the aisles, chatting up the clerks and finding great titles without the aid of a computer. Picking up the latest Tween literary sensation at Costco along with 72-packs of toilet paper? Just not the same thing. Twinkies – Though they long ago lost their rank as the go-to comfort food, we believe that, just like Cher and cockroaches, these treats are survivors and will be resurrected (under new ownership – the Twinkies, not Cher).
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"Bob Gold & Associates not only “get us” but works tirelessly to be proactive and keep us front and center. In short, Bob Gold & Associates is an invaluable addition to our team."

- Colleen Nichols, Sr. Director Corporate Marketing, Ooyala