Monthly Archives: March 2010

Real Time Brand Management?

I am concerned that spontaneous reflexes such as this will begin to emerge when they are more likely very expensive patches for inadequate customer service processes or poor brand management. A deeper analysis of root causes for poor customer experiences with a goal of the these causes systematic elimination constitutes a real “function” of brand management. Continue reading

Posted in Customer Support, Product Management | Tagged , | 1 Comment

Socialnomics – A Marketing Tsunami

Savvy shoppers are no longer going into the marketplace without delving into the social ranks for assistance. Unless a product also has social support riding on the surge of information, it could become dead in the water. Continue reading

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Listening Versus Understanding Your Customer

These days a huge gap has formed between listening to our customers and actually understanding what they are saying. It’s now evident to most companies that Social Media has opened new doors for listening to customers. Although it seems they are drowning in volumes of voices, without good tools and/or methods to extract clear and actionable signals. In a sense they can’t see the forest for the all the trees. Continue reading

Posted in Market Intelligence, Market Research | Tagged , , | 4 Comments

Social Networks: The New Focus Group

Consider for a moment that while traditional focus groups draw in customers to discuss their experiences, so are Social Networks providing the same information. Is there really a significant difference? Continue reading

Posted in Market Intelligence, Market Research | Tagged , , , | 1 Comment

Our New Home Page Has Been Deployed

Today we released a version of the home page that includes some of the suggested design improvements. Hopefully we have heard you right and made it better. Please let us know. Continue reading

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