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Contagious Dissatisfaction

Contagious Dissatisfaction

Most businesses wouldn’t question that it’s a good idea to resolve problems quickly to prevent erosion of their reputaton, but many don’t do a particularly good job of it. Even when it’s too late to fix the actual problem, an apology can mollify that customer and even result in reversal of the public criticism (see [...]

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Can Twitter Make You Skinny?

Can Twitter Make You Skinny?

Could having many connections on social media sites like Twitter and Facebook cause you to lose more weight than, say, running on a treadmill? The answer is… maybe. Research on mice showed that those individuals who socialized with other mice lost more weight than less social mice even when they ate more food. From the [...]

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Enchantment: How Not to Suck at Business and Life

Enchantment: How Not to Suck at Business and Life

Guy Kawasaki may be the Dale Carnegie of the technology age. While Enchantment is peppered with references to PowerPoint, Facebook, and other 21st century topics, much of the wisdom is as timeless as what you’ll still find in How to Win Friends and Influence People.

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Replies Can Change Customer Minds

Replies Can Change Customer Minds

It’s axiomatic that you find out how good a business really is when it has already screwed up once; the speed and nature of the fix show the firm’s true nature. After shipping you the wrong item, do they just offer to refund your return shipping? Do they overnight the correct item to you, no [...]

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It Really DOES Pay to Schmooze

It Really DOES Pay to Schmooze

One of my all-time favorite TV commercials is the classic 1990 United Airlines spot that shows a manager distributing plane tickets to the sales staff so they can visit their customers in person. This was filmed in the days before email and the Web, but even then phones and faxes were viewed as a substitute [...]

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The Twitter Spot in Your Brain

The Twitter Spot in Your Brain

These days, you can’t go online without bumping into someone styling himself as a social media guru, a Facebook expert, or a power user of Twitter. And, if you check their online profiles, they actually do have thousands of friends and followers. But are these real friends, or did the supposed expert socializers simply crank [...]

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Starbucks, Your Digital Neighborhood?

Starbucks, Your Digital Neighborhood?

Starbucks has changed a lot in the last six months, at least in the digital world. First, they finally ditched their paid-only Wifi and went to a free system that requires only one-click acceptance of their terms of use. Then, a few days ago, they launched a new portal page with some of their featured [...]

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Pubcon Discount & Neuromarketing Debut

Pubcon Discount & Neuromarketing Debut

Pubcon 2010, (Las Vegas, November 8-11, 2010), the biggest web publishing and web marketing conference, will for the first time feature neuromarketing as a topic. I’ll be doing a solo presentation with a special emphasis on neuro web design tailored to the audience of web publishers and marketers. Increasing conversions and neuro-proven steps to boost [...]

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It Takes A Village to Clean Up Twitter

It Takes A Village to Clean Up Twitter

Twitter is a mess. Maybe it’s just me, but in the last few weeks the vast majority of my new Twitter followers were bots or people promoting something. Perhaps that’s not unexpected. After all, I’m sure an even higher percentage of my email is spam. In this day and age, it’s a certainty that any [...]

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The Million Dollar Pickle

The Million Dollar Pickle

Years ago, I attended a keynote speech whose main topic was customer service. The speaker’s centerpiece was “the pickle story.” To make a long story short, this guy discovered he was out of pickles just before a big Sunday cookout at his house, and made an emergency run to the closest supermarket. He arrived home, [...]

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