In preparation for the Nuance customer event Conversations ‘08 https://www.conversations2008.com/controller.php?action=Default_Display - I’ve been talking to a lot of people interested in the impact of social media on brand and business.  Ben Popken, editor of The Consumerist www.consumerist.com will be joining us in a session at Conversations entitled “are they talking about you.” I was introduced to Ben through Paul Gillinwww.gillin.com who will moderate the [...]

I’m a big fan of Southwest Airlines in general, because they always seem to be so far ahead of the other airlines in pleasing their customers.  When five of the six so-called major airlines announced they’d start charging for checking a second bag I grimaced.  One of the more painful elements for a while, however, was [...]

So opened Robert Stephens, Founder and Chief Inspector, Geek Squad http://www.geeksquad.com/default.aspx at today’s “customer service is the new marketing” http://csitnm.com/ conference in San Francisco. The Ramen reference was one most in the audience can relate to - the meal staple many programmers use to keep energy flowing as - as the the time of ay/night becomes unimportant [...]

At today’s “customer service is the new marketing conference” http://csitnm.com/ at the beautiful Golden Gate club in San Francisco, Tony Hsieh, CEO, Zappos http://www.zappos.com/welcome.zhtml was clear that the way to drive a business’ success, was not about looking at the care operation as an expense item, but as an investment. At this conference, focused on a new [...]

Lynda and I just registered and plan to attend this conference in San Francisco next month www.csitnm.com/
It looks to be a really fresh look at how customer service truly is the opportunity to build brand. Topics covered appear to include:
* Building a customer-focused culture
* Living the brand
* Customer Service as Community and Community as Customer [...]

Billions are spent each year on advertising campaigns to drive trial of new products, draw consumers away from a competing brand and to reinforce perceptions of an existing brand. Specifically  - U.S. ad spending will rise 3% to $290.3 billion in 2007.  Emerging media – like online video, and social networking - as opposed to [...]