Stop reacting, and start listening, to online customer feedback
I generally like this post from Matt Rhodes, my fellow Futurelabber (”How to react if somebody writes about your brand online“), but I have a bone to pick with the premise. One of the biggest mistakes...
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Customers are talking: @comcastcares – not just conversation
I recently spent some time with Frank Eliason, known to the Twitter community as @comcastcares. Frank has become a minor internet celebrity in the last year because of the work he and his team do...
View ArticleMore on Netflix… and the value of dialogue in media
Tim Berry wrote a post that took up the subject of my post yesterday: Netflix and “cannibalistic” innovation. The following is a comment that I added to Tim’s post: Tim, I’m a bit in awe here. You took...
View ArticleCustomers are talking: many ways small businesses can listen
I subscribe to Duct Tape Marketing’s RSS feed because, even though it occasionally tips toward the “carnival barker” end of the Bloggers’ Continuum, it regularly delivers important posts that I find...
View ArticleDesperately needed: a killer front-end to integrate all online comms channels
I got into a neat discussion with one of the users I interviewed for the Listrak customer research project a few months ago. Her company does a lot of email marketing, but in addition they have a...
View ArticlePro social media, anti shouting
Last week, a client of mine referred me to someone who needs help figuring out how to incorporate social media into his marketing mix. “You know,” my client said, “I don’t even know if you like doing...
View ArticleMarketing messages are simply another bee in the hive
Cynthia Kurtz starts off a recent blog post with a provocative statement: “Telling a story is not always the best way to tell a story.” She continues: There are no green fields in the land of stories;...
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Video review of Andrew McAfee’s “Enterprise 2.0″
TRANSCRIPT: We’re here today to talk about “Enterprise 2.0” by Andrew McAfee. He is with MIT, used to be at Harvard Business School. Just switched over a couple of months ago. He writes an excellent...
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The tyranny of the dashboard
I frankly am beginning to feel that I’m shouting into a void here. Companies are spending more time and money equipping the CEO and team with information, while starving the thousands of ground-level...
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The Best Business Books of 2009
In the wake of the worst US economic catastrophe since the Great Depression, everybody realized this: Making money is harder than we thought. So, this year, books on innovation had special resonance....
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