I work part time at a local coffee shop – both for the free coffee, human interaction (working from home is a lonely endeavor) and for some extra cash (we all have student loans to pay). The other day we noticed an insidious smell of smoke, but couldn’t determine where it was coming from. Thinking it was just a heating element or an exhaust fan out of whack we all ignored it. Half an hour later the smell became sharper and...
Read MoreSometimes it seems like brands just don’t want our engagement. At least, that’s the only conclusion we can make based upon the boneheaded moves they make in the digital sphere that leave us scratching our heads at the obstacles put in the way toward building a successful customer relationship. Here is a list of 7 such moves that I have recently experienced all too frequently. You send me a “You’ve successfully...
Read MoreDear Brands, Our relationship should be free. I’m not registering at your site in order to leave a comment. There’s this little thing called OpenID, or, better yet, value the feedback of your customers so much that it is free for us to give it. Oh, and that subscription/registration pop-up you utilize on your home page? That stops me in my tracks faster than anything you could ever throw at me. Compounding matters is that most of the...
Read MoreEvery interaction is a chance to tell your brand’s story. Every interaction helps build your brand’s story. So why aren’t you more mindful when you interact with others online? Look, it’s easy to rant in the heat of the moment. It’s easy to focus on your complaints while ignoring the praises. But it only takes a few words of negativity to ruin millions spent in advertising, and that’s not restricted to corporate brand management...
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