Category Archives: Product Support and Customer Service

Using Social Media to Market Music

Posted on June 9, 2008 by Nick Dynice

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 …

Posted in Consumer Electronics, Disruptive Business Models in Content, DRM Rant, I heard it on a podcast, Innovation, My Projects, New Marketing, Photoblogging, Product Support and Customer Service, Social Web, Uncategorized | Tagged , , | Leave a comment

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

Posted on May 18, 2007 by Nick Dynice

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 …

Posted in Product Support and Customer Service | 2 Comments

Help Oppose the PERFORM Act

Posted on January 13, 2007 by Nick Dynice

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 …

Posted in Consumer Electronics, DRM Rant, Product Support and Customer Service | 4 Comments

Dell Needs to Innovate in its Support Channels

Posted on July 23, 2006 by Nick Dynice

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 …

Posted in Consumer Electronics, Product Support and Customer Service | Leave a comment

Customer Service in a Web Democratized World

Posted on July 14, 2006 by Nick Dynice

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 …

Posted in New Marketing, Product Support and Customer Service, Social Web | Leave a comment

New Marketing Using Web 2.0 in 4 Steps

Posted on June 21, 2006 by Nick Dynice

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 …

Posted in New Marketing, Product Support and Customer Service, Social Web, Web 2.0 | 3 Comments

Controlling the user experience: an example of non-control

Posted on March 22, 2006 by Nick Dynice

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 →

Posted in Consumer Electronics, Product Support and Customer Service | Leave a comment

Budget Allocation and Good Design: A Catch 22

Posted on January 14, 2006 by Nick Dynice

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 …

Posted in Consumer Electronics, I heard it on a podcast, Product Support and Customer Service | Leave a comment