Social networks, social media, online communities, etc.
Something brand owners strive for is that elusive magic of being loved by consumers. Brands like Apple, Google, Southwest Airlines, and others have earned enduring positive regard among consumers, and those companies outdo their peers in part because of the brand equity they have built. But what about brands people don’t like? Oddly, some of those survive quite nicely and even prosper. […]
Book Review: What the Plus! Google+ for the Rest of Us by Guy Kawasaki
Google+ seemed to get off to a running start, but more recently has been termed a “ghost town” by some pundits. Experience with the service suggests less than robust usage by consumers, despite the large number of registered users. When my Why Jersey Shore Drops the National IQ post went mildly viral last week, it quickly garnered more than a thousand Facebook likes, but a mere five +1s. Does this mean Google+ is headed the way of Friendster and MySpace? […]
Three Ways to Avoid Creepiness
Marketers are being offered unprecedented new capabilities to target consumers by interests and behavior. There’s growing evidence, though, that consumers are finding these personalized pitches off-putting. A new survey of UK social media users showed that nearly half “don’t like having ads targeted to them based on information included in their social media profiles, including activities, interests, and other personal data.” While Google’s motto has been, “Don’t Be Evil,” perhaps a more appropriate one would be, “Don’t Be Creepy!” […]
Want your content to go viral, or at least get shared? Then don’t overdo the adjectives. That’s one of the interesting findings Dan Zarrella shares in his book, 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 analyzes millions of actual retweets to find out what works. (Oddly, putting “please RT” in your tweet actually does work.) Hierarchy is a bite-size book from Domino. With the same small form factor as Seth Godin’s Poke the Box, this book can be read in an hour. The length may be an advantage. Zarrella could no doubt have filled hundreds of pages with data and insights from his social media research. Instead, he presents a modest number of concepts that are readily digested and implemented. […]
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 Apologies Really DO Work).
Martin Lindstrom, author of the best-selling Brandwashed, conducted a simple but telling experiment in a cooperative restaurant. […]
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 Daily Mail:
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.
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 questions asked? How quickly do they resolve the problem?
It turns out that the way companies respond to bad online reviews makes a difference, too. As reported by Mediapost, a Harris survey showed that 18% of those who posted a negative review of the merchant and got a reply ended up becoming loyal customers and buying more. […]