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Social Personalization and the Doppelganger Effect

Social Personalization and the Doppelganger Effect

Are you overlooking a way to personalize your ads that goes far beyond the usual “Dear Roger” salutation? In my recent article, Put Your Customer in the Ad, I mentioned that LinkedIn was using profile pictures for targeted ads. Since then, I’ve been able to capture a couple of examples. The first one surprised me [...]

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Zarrella’s Hierarchy of Contagiousness

Zarrella’s Hierarchy of Contagiousness

Book Review: Zarrella’s Hiearchy of Contagiousness: The Science, Design, and Engineering of Contagious Ideas by Dan Zarrella I like Dan Zarrella’s approach to social media. Amidst a horde of social media gurus, experts, mavens, and missionaries, Zarrella relies on crunching numbers to create his insights. Instead of thinking up “10 Ways to Get Retweets,” he [...]

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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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