Check out the post by Jon Mountjoy on the feedback request from Apple after getting his Macbook Pro serviced at the Apple Store. The folks at Apple have done a very nice job on this process. Compare it to what you do. How does your feedback process make your customers feel? An interesting example is…
Category Archives: business
Commercial email, or even tweets, aren’t necessarily spam
Spam in Twitter is becoming a problem. Full 75% of my new followers yesterday were some kind of crass commercial, “I’ll show you how to twitter for money” or “check out my new multi-level marketing scheme.” But some folks are using twitter for their business in some useful and interesting way. The latest I’ve learned…
Managing ROI for Community Managers | TheLetterTwo.com
My friend Ken wrote a nice piece a couple days ago about ROI and the role of the community manager. In particular, I liked this observation: … The community is not a structured presence. You cannot simply pen in the community as they’re a wild herd of virtual voices. The skill of the community manager…
Hanging at the intersection of Where and I.D.
I spent the day hanging out at WhereCamp09, enjoying the geekdom and learning about great new projects. These folks are really doing amazing stuff. But it surprised me how little the geo-geeks have done to embrace the social web. The folks hanging at WhereCamp definitely need to be plugging in to the ID/Privacy/InfoCard/VRM effort. Too…
Identity basics – The Identity Quartet
Last week I attended the VRM West Coast Workshop and one of the many impressive folks I met there was Joe Andrieu of Switchbook. In a recent blog post, Joe describes the The Identity Quartet – the key services that allow user to express their identity in online services. It’s one of the most clear…
Facebook Developers | Facebook Developers News
Congratulations to my friends at Seesmic for being at the front of the Facebook Open Stream… To get things started we’ve worked alongside a few beta partners to test the Facebook Open Stream API. For example, Seesmic Desktop is now a full-featured client for the stream and Adobe has created a simple stream Notifier using…
ProjectVRM Blog » VRM and the Four Party System
I’m not sure I like “4th party” as a description. We spent way too much time at the VRM West Coast Workshop wrangling over the naming of firs, second and third. But when you get past all that, this key idea is really something big: VRM is about enabling the first party. It is also…
Stowe Boyd on Free Trade
Indeed: Free trade is a game rigged so that global corporations can arbitrage over all sorts of cost factors, based on a patchwork quilt of labor and environmental laws, and nearly always choosing what makes the most money. Shouldn’t our core principle be doing what causes the least harm? [From /Ground: Protectionism and The Unions:…
Apple netbook/notepad
“It’s not a surprise if you’re paying attention,” says my wife. Of course, when it comes to new sexy toys from Apple, we want details and dates. We know it’s going to come… eventually. It’s fairly obvious that the Macbook Air was the first step. This is the product development process we’ve come to know….
Performance and Failure
Some things that seem to be good are actually failure. I’ll use an example tech support pros will all know: A customer calls, you know the answer, you give it to them and it works, and everyone is happy. Simple, straightforward, case closed. Right? No. This is a failure. Simply put, if you knew the…
