Don’t let good customers make bad decisions

Quick: how many clicks does it take to do something important in your product? Count them. If it seems like too many, it probably is too many clicks if you want the customer to keep coming back. The “too many clicks” problem is a symptom of a bigger problem that you probably have if your…

Why #Brandbowl Matters Just as Much as the Superbowl

Today, people around the world will be communicating on social media and sharing their ideas, snark, and observations about (arguably) the world’s most important day for advertising spend. Of course, we’re talking about the Advertisements shared during the Super Bowl. The fourth #brandbowl might be one of the best places to observe this phenomenon as it…

Why Vine and Other Short-Form Video is Important

Video is not just for Cats When Twitter announced the Vine product that allows you to share 6 second videos with friends, you may have thought as I did that the whole genre of app development was getting a little too specific. “Why would anyone want to share a short video with friends?” was admittedly…

The Customer Experience Report for Jan 26, 2013

Hello! I’m sharing insights about customer experience. Please let me know what you like, don’t like, and if you’d like to subscribe, you can get an email in your inbox here. The Customer Experience Report January 26, 2013 – An Occasional Newsletter (Vol. 2, No. 1) Rules for Better Customer Experience: Hacking Your Brain Brad Feld…

What’s a Community Manager’s Secret Weapon?

About 18 months ago I wrote a post on generosity, the secret weapon of a community manager. And since that time one of the best places that has emerged for conversation about Community has been the Facebook Community Manager’s Group. The conversation above is a great reminder of the power of community, of the obvious…