Nike is shifting more of its advertising dollars away from media channels, and into ways that connect more directly with consumers, such as online social networks. They have been having success by creating services that actually help their customers, instead of simply barraging them with taglines. An interesting quote from Trevor Edwards, Nike’s corporate vice… Continue reading Media’s Influence Wains as Brands Connect Directly with Customers
Category: customer experience
Innovation: Differentiating Your Business & Making Customers Love You
In order to set yourself apart from competitors and prove to your audience that you really are the center of a community, you don’t need the latest technological innovations. You just need to care about your audience. A recent story of how online shoe seller Zappos took an extra step to show a customer they… Continue reading Innovation: Differentiating Your Business & Making Customers Love You
New Services Marry and Analyze Your Data
Jason Calacanis talks about a trend among some amazing new web services: “data normalization.” “These services are creating a layer on top of existing services in order to do something that those services typically don’t want done. In the case of Mint they might show you how your bank is ripping you off and get… Continue reading New Services Marry and Analyze Your Data
Splitting Your Personality Across Social Networks
Increasingly, individuals are using several different social networks to interact with others online, and to share their thoughts and experiences. For Steve Rubel, he seems to have found a solution with a service called Tumblr: “Over the last few months I have really changed how and where I create content. For a long time all of… Continue reading Splitting Your Personality Across Social Networks
Offline Customer Relationships
The New York Times reports on the slowing of online retail: “Growth in online sales has also dropped dramatically in diverse categories like health and beauty products, computer peripherals and pet supplies. Analysts say it is a turning point and growth will continue to slow through the decade.” While plenty more growth is still in… Continue reading Offline Customer Relationships
Quality vs. Convenience of Experience
Two week’s ago, I talked about the online world has changed the face of music discovery. Today, I would like to discuss the question of the quality of music – and of course, relate it back to publishing. This week, Apple and EMI announced that they are ditching Digital Rights Management (DRM) on music that… Continue reading Quality vs. Convenience of Experience
Lost in a Sea of Information
Read/Write Web gives a phenomenal overview of the attention economy. The crux of their focus: There has been an explosion of new types of information. People no longer read, they skim. News that used to last a day now lasts just a few hours, simply because we need to pay attention to the new news.… Continue reading Lost in a Sea of Information
How the Audience Has Changed
More and more, people are consuming media differently, and have radically re-engineered how they communicate with the world. Jim Courtney of Skype Journal takes a look at our always on” culture. For media companies, this is very telling of how the lives of your audience has changed. Do people read less print media because of… Continue reading How the Audience Has Changed
A Relentless Focus on Customer Experience
The New York Times has an article about eBay’s struggle to reinvigorate their stock price. They focus on John Donahoe, president of one of eBay’s most important divisions, and gives a sampling of what an online company needs to do move the needle. It involves a relentless focus on customer experience. An interesting example: He… Continue reading A Relentless Focus on Customer Experience
Your Online Identity
OpenID is a ‘framework’ that is gaining traction online, allowing people to carry a single online identity across the web. Digg just announced that they are adopting OpenID. This is an area to watch as our offline lives become more integrated in our online lives.