Channel Adoption and Usage Study in Customer Service: Third Year
As I promised earlier this year, I conducted the third run of the channel adoption and usage study (focused on customer service) that my friends at KANA, a Verint Company, continue to generously sponsor. Truth be told, it took a little longer than expected to get to the right number of answers, but we did […]
Twitter — from friendly village to noisy megalopolis
A few things struck me today about Twitter and about one aspect of a World gone social. I subscribe to a great service called Timehop, which reminds me every day about tweets and Twitter conversations for this day but 1, 2, 3 and more years ago. It’s a great way to bring back things you […]
pretzel logic: l’acte deux
Five years ago I started this blog because I felt really strongly about an ill conceived contention in a blog post about the promise of RSS. Hours before I read that post, I had no intention or desire to blog but I felt really strongly about my PoV and decided to put up a blog […]
Yahoo and Tumblr – Avoiding Commoditization by Association
So, it’s official – while many of us (especially on Twitter) waited and watched over the weekend after All Things D broke the story, Yahoo has agreed to buy content sharing platform Tumblr for $1.1 billion in cash. The analysis has been varied and thoughtful: why Tumblr’s exit is about 30% of what it might […]
All the Interest in Pinterest
With the Facebook IPO just around the corner some people have started wondering if a “Facebook killer” might be lurking in the bushes and the new photo sharing website Pinterest has become the new darling. Well, maybe. I got a message from an industry watcher today, Kenneth Wisnefski, social media expert and founder / CEO […]
Mobility’s Future Seen in Instagram Acquisition
CRM vendors that have wondered about the necessity of porting their applications to the small screen (i.e. mobile) should take note of last week’s acquisition of Instagram by Facebook. Instagram is the tip of a big iceberg and is perhaps a signal of yet another disruption in a disruption prone industry. It represents a big […]
Twitter Drafting – Marketing in the Tweetstream
Racing fans – cars or bicycles – are familiar with the concept of drafting – travelling close behind another vehicle to reduce wind resistance. The concept is sometimes applied to marketing by savvy practitioners who use the spend of others to multiply their own impact in public consciousness. In recent months, I’ve noticed a growing use of twitter […]
