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Empathetic Customer Service vs Sucky Customer Service

Of course, even if Dell was active in the blogosphere, who's to say that they would not follow The Pathology of Business Bullshit.

Empathetic Customer Service 

Life is customer service Jeff Jarvis, Buzz Machine has a post on Craig Newmark (Craigslist) that gets to the heart of why customer service sucks in most organizations.

 

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Enterprise Blogging for Cooperative Strategies

In Seth's post The magic word, I think the confusion he talks about is pervasive and applies to many of us outside of marketing. In the following posts, both Seth and John write about mutually shared goals inside and outside of the organization and how to achieve them.

The magic word from Seth,

No, it's not please.

It's ego.

enterprise blogging systems web design website development Open Source CMS connecting marketing innovation communities strategy customers flat world orchestrating resources growth goals ego cooperation listening blogging

The Pathology of Business Bullshit

Bullshit doesn't work in the blogosphere. So how do you negotiate the terms of your own surrender when you screwed up or do you let the blogospsher do it for ya?. In the case of Ketchum, a PR Brand Management agency, they got b-slapped in an nyc sec by the blogosphere. These guys didn't learn much since they were just coming off of the Armstrong Williams mess. Huh, I wonder if they are advising the Press Secretary Scott McLellan these days.

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"Meaning Scales"

Businesses that are interested in open innovation, business development, social e-comm, content management, etc. now have powerful tools, web 2.0 and social software applications, to help employees connect the dots.

Social Media Tools drupal website application development community software applications web design website development Open Source CMS Business Development Ideas wisdom of crowds tags tagging marketing branding meaning scales meaning gaping void ideas creative age connecting the dots orchestrating resources knowledge email

The Changing Nature of Brands

Assigning order to a chaotic process with enterprise social software. People in businesses should be using it to relate ideas, stories and information to each other as well as customers, suppliers, partners, et al. over the net. Enterprise social software will help them spot new business opportunities before the competition does, create a meeting place, be open to radical opportunities, break down silos, support experimentation, and enable managers to represent customers vis-à-vis their own organizations.

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Taking action with their dollars.

I get really excited about all the new ideas I come across in the blogosphere but most of the people I know don't even know what a blog is. I usually give my 30 sec pitch and that's that. But if you take a look at what's happening with mainstream media (Donata Communications) and here (buzz machine) you get a clear picture of why self-publishing, blogging is taking off. What's more, social software will have a greater impact on society than TV.

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Because markets are changing faster than businesses

Today, your brand is being watched, augmented, and de-located. People are writing their own stories, thoughts, ideas, and developing new products and services using social media technologies. These simple social networking and web 2.0 technologies and services: Blogs, Wikis, Forums, Tagging, Podcasts, and RSS are connecting people and information in new ways, conversations, faster than you can say oh shit.

What, how, and where people are discovering new ideas.

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O' Shit

The New Yorker, Financial page, IN CASE OF EMERGENCY by James Surowiecki, The term “crisis management” may seem like little more than a euphemism for “snow job,” but there is an art to it. Spin alone won’t do the trick. ...unrealistic optimism, insofar as it’s a byproduct of self-assurance, assertiveness, and conviction, may be a handy trait for those seeking success in business. It will come as a surprise to no one that in most surveys executives are found to be consistently optimistic and overconfident."

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Fear, Greed, Ignorance, Liars - Blog'it

True story: I received a phone call from a marketing manager who works at a large engineering business that is headquarted in the US but has offices in NYC where several of upper management work. Nice guy, we had a great talk about social software - enterprise blogging mainly, and supporting services like technorati, furl, pubsub, del.icio.us et al. I shared with him some of the information I found from a search on technorati (mostly bad stuff). So, I mapped our methodology for implementing a large scale blogging system since the company employs 10k plus. The guy knew his stuff and was really impressed and could see the rich rewards of connecting all the employees, suppliers, et al. using an enterprise blogging system.  What happened next was startling.

He brought up our discussion to the VP in charge of corporate communications and another senior manager, where he learned that they've decided to use the "wait and see" approach to blogging.  When he said that he's been keeping his finger on the pulse of the blogosphere because things can get out of control, virulent quickly, they responded with, yes, that's the problem, there's no control over them.  Funny thing is, this company has a problem with employee attrition; so much so that in the past 2 years they have doubled the "finders fee" for anyone bringing in a new employee. 

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