Findings: Why Companies Should Talk to Customers

ExpoTV recently ran a research study to determine how do consumers relate to each other. While this isn’t Forrester Research, so I will not defend, nor explain their methodology. It’s rare that analysts point to research other than their own, if I put your interests first, you’ll continue to come back to me. Blog ExpoTV found that: 55% of customers in their survey want to have an ongoing discussion brands Respondents were most anxious to talk to the product design (49%) department, followed by customer support (14%), marketing (14%) and pricing (13%) 89% said they felt more loyal if they knew the brand was listening through a feedback group (attention insight community vendors) WOM: Sixty-one percent of survey respondents said … Continue readingFindings: Why Companies Should Talk to Customers

Troubled, Some Pharmaceuticals Turn a Blind Eye to the Blogosphere

A rather sad paradox, where fear has overtaken an opportunity to improve relationships with patients and clients. While this may not hold true for every pharmaceutical company, I recently met one who had banned it’s employees from monitoring blogs, social media and the online conversation. [Why did this pharma company ban their employees to monitor blogs? If a patient complained about a treatment or medicine having ill-effects, then the pharma would would be liable to take action] Responding to every customer can be very, very costly, considering how many people may be talking about medicines, often anonymously in online forums. We saw similar fear a few years ago as Finance and Insurance companies were afraid to toe-dip into the conversation … Continue readingTroubled, Some Pharmaceuticals Turn a Blind Eye to the Blogosphere

2 Minute Video Interview: Aaron of Shared Insights

Click To Play I did a quick video interview (hear what he says about Facebook) with Aaron at the plush St Regis hotel at Office 2.0, if you can’t see the video (feedreader or email) go directly to this post. Aaron Strout, Citizen Marketer, is doing some interesting stuff, he handed me a copy of his book “We are smarter than me” which was written by the community using social computing tools. He had me on his audio podcast, so if you want to hear us, access the 10 minute interview. If you haven’t noticed, I’m doing these short 2 minute interviews with interesting folks I run into. I keep the format fast and try to respect your time. I … Continue reading2 Minute Video Interview: Aaron of Shared Insights

Use Delicious to uncover your brand (and improve your SEO)

Delicious is a social bookmarking tool. It empowers anyone the ability to tag, label, and share with others web pages. For the Web Strategist, it’s a great tool to understand how people think (or don’t think) of your brand. Those who tag your website are more engaged than passive readers, and are sharing your content with others, so pay attention. How to use? How do you use it? Go to Delicious, in the search bar, type in the name of your brand, website, or name, and review results. You’ll see some pink highlighed words “Saved by X People”, click on that, and it’ll take you to that page where you can see details of comments, a sorted tag listing, and … Continue readingUse Delicious to uncover your brand (and improve your SEO)

Using “Local” website search to understand user needs

Ian from Conversation Marketing has a great video and “how to” on understanding what users want on your website. What could you do with this data? Find out what users content they want, how they phrase their terms, what content is missing. Also analyze from where and when they used the search bar, it could provide some clues on what they’re looking for. [Analyzing search logs right on one’s site is a an easy way to understand what users are looking for] Yes another way to evaluate the user experience. Louis Rosenfeld has a speech, research, and a book on the same topic.

How do you describe Techmeme?

I often ask my audience at my presentations if they’re familiar with Techmeme. I always bring this tool up when the conversation shifts to “us vs them” regarding mainstream media and bloggers. The tech industry is one of the first for bloggers and mainstream to get along and merge into something new. (In fact you should be checking out Techcrunch’s business model, they’re making 200k in advertising every month) Techmeme is great, it’s a tab that I have open all the time (since late 2005) to gauge what’s happening in the technology industry. It’s a combination of mainstream articles and bloggers that comment and feed off each other. I know mainstream journalists watch it to see what the buzz is, … Continue readingHow do you describe Techmeme?