EVOLUTION OF BPR

Social Networking: The Good, The Bad and The Ugly – Part 2

CarolW — Tue, 30 Jun 2009 02:23:00 +0000

In my previous post, I wrote about the positive side of social networking. Before moving to the Bad and the Ugly, let me first acknowledge what is now being called Iran’s Twitter Revolution. Iran rang down the “Iron Curtain” shortly after the hotly protested election and it’s subsequent demonstrations, riots and violence. They blocked [...]

Social Networking: The Good, the Bad and the Ugly – Part One

CarolW — Wed, 17 Jun 2009 19:28:00 +0000

I know of business introductions and contacts made on Twitter, and the like between people who have never met, but based on their commonality of interest and positive feelings, that stem from the “content” of their Tweets and exchanges, they are willing to go to bat for. This, of course is not unique to Twitterverse. In fact, it is exactly how it happens in “normal” (i.e. non Internet) informal social interactions. However it usually takes a little longer to identify what we have in common there.

Put your money where your mouth is – on Weighing your decisions

CarolW — Fri, 12 Jun 2009 04:02:34 +0000

“We are all a little full of sh*t”. This is one of my favorite quotes from brilliant (and sadly deceased) comedian, Richard Jeni’s hilarious DVD “A Big Steaming Pile of me” This is especially true of most of our routine behavior in the marketplace. We often do not put our money where our mouth is. This is more due to lack of awareness than blatant insincerity. Or so I like to think. How many folks sporting “Free Tibet” bumper stickers do you suppose are wearing sneakers made in China?

“Seeing Stars” – Rating the ratings systems

CarolW — Mon, 08 Jun 2009 23:31:26 +0000

Many times, if you are to list the pros and cons stated in a review, and “do the math”yourself, you will find that a number of factors, including the emotions of the reviewer- either positive or negative, have skewed the rating significantly. Unfortunately too many people use the star system alone, instead of analyzing the underlying content, and end up disappointed with results.

Fighting buyer’s remorse

CarolW — Tue, 02 Jun 2009 18:26:58 +0000

She colorfully describes that feeling you get, as you hit “cancel” just before the final checkout, as a troll hiding under the bridge that pops out and spooks you away. The troll represents the fear of the wide spectrum of disappointments, frustrations and feelings of dopeyness we experience when we make a purchase, we later regret. I guess you can call that “buyers premorse”, we just don’t get enough confidence that we will be happy with our purchase.

Poor customer service destroys brand reputation.

CarolW — Fri, 29 May 2009 02:14:06 +0000

Customer Service: The New Marketing? In a troubled economy such as we are currently experiencing, those who survive will be the ones who are proactive, who are not just waiting for the calls to come in to customer or tech support, but are “out there” wherever their customers hang out on the internet- looking, listening, hearing and acting on what they find

The full circle

Gregory Yankelovich — Tue, 26 May 2009 17:19:56 +0000

Over a period of last 10 years my wife and admiral persuaded me in importance of technology to my (i.e. her) happiness. I was continuously adding all these marvels of technology to our vessel, and learning how to operate and maintain it, until power generation system had to be re-design to feed all this "comfort". Now I can sell power to the grid, which they do not have in Kuna Yala, and my Blackberry with Cell Amplifier, used as a modem, gives me connectivity that allows me to do my work in wilderness. I guess it's time to get a different passion, like starting a new business perhaps?

The power of BETTER – Default Behavior and the Internet Operating System

Gregory Yankelovich — Sun, 24 May 2009 21:19:02 +0000

more and more people would not buy any device or appliance anymore without first checking their reputation via customers reviews. Amazon seem to have the largest "inventory" of customers reviews on the Internet, but judging by LinkedIn tread asking this question, have not become an ultimate destination for consumers who are looking for their peers opinions about products they want to purchase. A number of people answered to the question with multiple sources for "collective wisdom" often dependant on a product category. That seem to point at the quality of a rating mechanism and methodology involved on these sites - five stars (Likert scale) method is very popular, but not very successful in giving consumer any comfort or convenience in their attempt to make better decision and to reduce probability of "buyer's remorse".

E Pluribus Unum, Maybe it is on your money for a reason

CarolW — Fri, 22 May 2009 18:56:13 +0000

While it is often our own current economic woes that are making us choose more carefully where we spend our dollars, it is also the “green” thing to do. There is allot of waste in the process of returns, and many products, particularly electronics, are not disposed of in an environmentally friendly manner. In the end the manufacturers and retailers include that cost of returns into the purchase price of their products. If we were able to choose more wisely, resulting in fewer returns, perhaps prices would reflect that.

First Step in CRM: Customer Satisfaction & Ethnographic Blogging

Pauditore — Fri, 22 May 2009 01:30:57 +0000

Earlier last month I pontificated on business to person (B2P) marketing and leveraging social media networks. The next logical step in this discussion is how to leverage Web 2.0 into your marketing and sales activities. The advent of Web 2.0 technologies has created a vibrant platform that enables new and innovative ways of evaluating customer satisfaction, which in my mind is the first step in any CRM initiative.