Category Archives: Customer Engagement

Can You Trust Online Reviews – Managing the Risk

Users trust ratings and reviews.  Users are listening to each other.  They are not listening to what you have to say about your own product.  I am sure you, as an individual consumer, are doing it every time you buy … Continue reading

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Anonymity is Dying in Online Communities – But is that Right?

Do you have to be yourself in online social, and online, communities?  Anonymity is dying.  Long live anonymity.  The Huffington Post recently announced that users wouldn’t be able to post anonymously starting in September.  The problem of internet trolls is … Continue reading

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m.Hell – Google Wants You to Be More Mobile-Friendly

One of my pet peeves as a mobile device user of brand websites is the automatic re-direct to their m.brand.com website.  Part of this is my luddite-like stubbornness to not embrace this new paradigm.  A bigger problem is the lack … Continue reading

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Don’t Look Like a Mean Bully – Effective Moderation Guidelines

When you see content in your community you don’t like, you want to remove it.  If you don’t have rules about what you can and can not remove, you can look random in your actions.  Looking random in your actions … Continue reading

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Innovate or Die – Open and Crowd-Sourced Innovation

“Innovate or Die.”  While there exists some controversy about who said it first in the modern age, Charles Darwin really hit it on the head the earliest.  “It is not the strongest of the species that survives, nor the most … Continue reading

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Is Your Grass Real? – Trusting Ratings and Reviews?

More and more, your users are listening to each other more than they are listening to you.  I am sure you are doing it as well every time you buy a book or other item on amazon.com.  Studies have shown … Continue reading

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Rules, Customers, and How to Reconcile Them

Putting the customer first sometimes requires some bending of rules and organizational thinking. I will explain the deer in the birthday hat later, but it is an example of the good that can come when you think of the customer’s … Continue reading

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