TWEETRESPONDER – a cheap, customisable twitter auto responder

To make sure I don’t lose this site. Here is a great twitter auto responder that allows you to customise 10 messages for $3/mth.

Great for any companies that have a lot of different brands or requirements for getting back in touch with followers.

Would be perfect for pharma brands where compliance can approve 10 messages at once so the brands seem responsive.

American Apparel have been doing it for years. It really does help engage the follower and enhance the experience.

Why Country Road’s loyalty program is so successful?

I love Country Road’s loyalty program. They combine a good use of emails, DM and catalogues to keep their base engaged and remind them to go back into store and spend money.

In 2010, Country Road sent 37 email marketing messages across a range of different topics and themes. All of them were promoting in-store and online retailing (no surprises there).

Below is a summary of some of the communications that they sent out in 2010, across emails, DM and the subscriber section on their website.


  • DM reminders help reinforce email messages
  • Catalogues with offers promote purchase of the advertised goods (I always go in store as soon as I receive them)
  • Email messages need a constant theme or design to help keep costs down.

To find out more, please get in contact with us at WiTH Collective.


PRESENTATION: Digital isn’t everything, it’s part of the pie

I recently did a presentation to a group of commercial printers who service the advertising and design industry. They were interested in understanding how they could tailor their services to compete in a digital world and what they could do to increase their services.

The theme of my presentation was around ‘Digital isn’t everything, it’s part of the pie’. The presentation covered the following:


  • History of the Internet – from 1968 to today
  • Australian digital trends and statistics – eCommerce spend, female & male online habits, age groups, media consumption habits


  • Customer journey – from awareness to retention
  • Overcoming customer blindness – personal data capture
  • Email communications – Bluefly January 2011 total emails (57 in the month)
  • CRM programs – Qantas, Country Road and Apple


    The top five actions for commercial printers are:

    1. Understand the digital space
    2. Understand the data capabilities of brands & campaigns
    3. Tailor your product offering to have increased creativity through the use of data
    4. Redevelop your production process that allows short rapid print runs – online tonight, mail tomorrow
    5. Evangelise to Creative Agencies (Studio Managers, Creative Directors, Production Managers) & Clients.

    To understand how we can tailor a solution for you, please visit WiTH Collective.

    Qantas – Checking customer satisfaction for flights

    I am extremely loyal to Qantas. I go out of my way to fly them no matter what safety problems or PR issues they are facing. Even when they are late, I will still fly Qantas over any airline.
    In August 2010, I received a follow up email asking me about their service & areas for improvement. After flying with Qantas for 15yrs, this was the first request I’ve ever had for areas of improvement.
    I would be interesting to know if this was something needed to support all of the current concerns or a whole hearted attempt to improve the service. I haven’t received a follow up or any additional information, but am really interested in what they have done with the information & how they have actually used my responses & the others collected.
    The survey took 15mins & was 46 slides/ questions with multiple variations & requirements needed for each answer. The key sections were:
    1. Before we begin
    2. About the flight
    3. Booking this flight
    4. Checking in
    5. Security screening
    6. The terminal
    7. The Qantas Club
    8. Boarding & Departure of your flight
    9. Summing up the on-ground service experience
    10. The Qantas Cabin Crew
    11. Meals & drinks service
    12. The Aircraft facilities
    13. Inflight entertainment
    14. Your flight arrival
    15. Valet parking
    16. About you
    17. Summing up

    I’ve captured the survey and uploaded to SlideShare for anyone who is interested.


    There are a couple of areas that should be a focus for Qantas surveys in the future:
    1. Follow up: all of my contact details were provided, so it would make sense that at least an update or status update on what impact the answers had on Qantas & their service.
    2. Options: ability to choose a short or a long version of the survey.

    iPhone 4 welcome email – I’m in shock!

    DISCLAIMER: I’ve been meaning to write this post since I received this email in August 2010.

    I got my iPhone 4 when it first came out and registered it immediately, but I was shocked when I actually received an email from Apple about how to use the phone and the new features. For all of the Apple products I’ve purchased (there have been a few….), this was the first product and related welcome email that I’ve received about enhancing my experience with the iPhone. I didn’t even get one when I purchased their server product – which is definitely more involved and tricky than the iPhone.

    So you could imagine how happy I was when I received this. I clicked straight through to look at what was different and expore the landing page. See the email and the landing page below.

    Apple iPhone4 - Welcome email - August 2010

    Apple iPhone4 - Welcome email - August 2010

    Apple iPhone4 - Welcome landing page - August 2010

    Apple iPhone4 - Welcome landing page - August 2010

    There are a few learnings that can be taken away from this Apple example:

    1. WELCOME EVERYONE – the best experience anyone can have is to be welcomed to a brand, service or product they have just purchased and taken the time to register. If you are selling anything, you should ensure that you are sending an email that will provide the user or your new customer with some information about how they can get the most of their recent purchase. You already have all of the information for the selling, it is just completing the process and reusing it so you are continuing the sales process in the iniital few weeks of their purchase.
    2. CHECK IN – an enhancement to what Apple are doing would have been to send a survey a month after purchase to see how I was doing with the phone, specifically looking at how I’m using it, what I’m using the phone for, the good, areas for improvement and any other enhancements. This is the perfect testing ground for future new product development and a cheap market research for the company.
    3. ONGOING UPDATES – Apple are starting to get better at this, but there are still areas they can improve. Any updates to the software should be communicated via email rather than just via iTunes. For the bigger updates, Apple are communicating with there consumers, but the smaller ones are a self discovery.


    Overall, I was very happy that Apple sent this email. Let’s just ensure that they continue on this process and welcome new people/customers to all of their products moving forward.



    2010 in review – Dominique Hind’s Collective

    The stats helper monkeys at mulled over how this blog did in 2010, and here’s a high level summary of its overall blog health: Healthy blog! The Blog-Health-o-Meter™ reads Wow.

    Crunchy numbers

    Featured image The average container ship can carry about 4,500 containers. This blog was viewed about 17,000 times in 2010. If each view were a shipping container, your blog would have filled about 4 fully loaded ships.   In 2010, there were 15 new posts, growing the total archive of this blog to 105 posts. There were 29 pictures uploaded, taking up a total of 7mb. That’s about 2 pictures per month. The busiest day of the year was August 10th with 230 views. The most popular post that day was LOOKING FOR AN ASSOCIATE DIGITAL PRODUCER – are you out there?.

    Where did they come from?

    The top referring sites in 2010 were,,,, and Some visitors came searching, mostly for bp, dominique hind, who is using facebook, paperless billing, and apple newsletters


    Attractions in 2010

    These are the posts and pages that got the most views in 2010.


    LOOKING FOR AN ASSOCIATE DIGITAL PRODUCER – are you out there? August 2010


    Who am I? August 2008 25 comments


    How companies are recognising customer’s birthday? Sephora email February 2010 1 comment


    Overview of Apple’s email marketing June 2009 5 comments


    Who is using Facebook? What are the stats? Check Facebook July 2009 3 comments

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