Your products or services are purchased because they meet a need for your customer, not because you have a fancy brand or a clever marketing campaign. That need may be…
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Eva Lyford
Can Barnes and Noble engage Borders customers?
Celebrating at a funeral is in bad taste, so I’m sure the folks at B&N had to think carefully about how to address the contacts they got from a recent…
Read MoreWhat’s the best way to say thanks to a customer?
“No matter what happens, I just want to say thank you for introducing me.” said the the email, and just like that, I was jarred out of my analytcal headspace…
Read MoreSocial media and mobile produce a commoner sense
Time was that when a customer came into your store, the purchase decision was made there. That’s true no longer. You could count on the majority of your customers making…
Read MoreAmerican Express Manufactures a Holiday
Early in November, I saw that American Express was starting a holiday for the Saturday following Thanksgiving—a very gutsy move. I haven’t seen the birth of a holiday since Sweetest…
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What’s the point of foursquare, anyway?
Occasionally, I am asked what the point of foursquare is. OK, more than occasionally—a lot. I think people see a lot of potential in the app generally, but aren’t quite…
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Wikipedia and reputation management
Go on, search for your company. I dare you not to find a Wikipedia entry in the first page of results, if you’re a company of a certain size or…
Read MoreWas SETI@home the first social network?
How did a lot of people get their start in social networking back before Facebook, Twitter, Friendfeed and blogs existed? They got their geek on and signed up for SETI@Home….
Read MoreDoing some things wrong beats doing nothing
This past week I helped a a man old enough to be my father to figure out something about Facebook that was bugging him. He wasn’t getting any replies to…
Read MoreAre you capable of Groundswell thinking?
I recently read Groundswell by Charline Li and Josh Bernoff. It is a book I recommend to others as the groundswell example vignettes in it are wonderful, and the authors…
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