Category Archives: Product Support and Customer Service

Using Social Media to Market Music

My colleague at Heavybag Media, Jackie Peters has a post about the great opportunities record labels have in using social media as a marketing strategy. The challenges they are facing: they must switch from selling music in physical packages to … Continue reading

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Good Customer Service and Tech Support are Good for Business. Duh

The Consumerist via TechDirt reports that good customer service and technical support are good for a company’s stock price. The Journal of Marketing used public stock data and mashed up with data from American Customer Satisfaction Index to generate this … Continue reading

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Help Oppose the PERFORM Act

Via BoingBoing and TechDirt, Diane Feinstein (D-Ca) seeks to make music listening more difficult and more expensive for everyone across America to line the pockets of villainous organizations such as the RIAA. Take action here at EFF.org. There is a … Continue reading

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Dell Needs to Innovate in its Support Channels

Nick Carr writes that while Dell was able to innovate with its made-when-you-order supply chain and direct sales to cut costs, they also need to have a direct support channel, since they have no dealers. And the money would have … Continue reading

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Customer Service in a Web Democratized World

Via the Emergence Marketing blog, there is a great post by Irving Wladawsky-Berger of IBM on how great customer service will make or break a company thanks to the “word of mouth on steroids” that blogging and social media provide. … Continue reading

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New Marketing Using Web 2.0 in 4 Steps

This is the most basic way to boil down new marketing and corporate blogging. The idea for this post came to me while listening to the latest episode of the Across The Sound podcast at about 20:13 to 23:49. These … Continue reading

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Controlling the user experience: an example of non-control

Apple controls the user experience by owning all aspects of the experience (hardware/software/services). Sirius does not. See what could happen to Sirius customer as a result. Continue reading

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Budget Allocation and Good Design: A Catch 22

Some of the panels from the 2006 CES are downloadable as podcasts. I would like to point out an interesting observation in one of the panels. One of the panelists sates that that good design is more expensive (obvious point), … Continue reading

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