Comment on Node ant

Thomas Grounds — Wed, 07 May 2008 13:01:27 -0400

Kevin - you make a good point - but do you think that the use of humor is directly related to the subject of the viral campaign? The two examples that you provided here don't lend themselves to humor (IMHO)based on the subject matter or the product that the viral marketing is intended to promote. When I read Marc's post, I interpreted humor as 'have some fun' rather than funny-ha-ha. You can almost argue that your second example supports that to a certain extent in the use of the Wanted posters - having fun with it.

Group networking events?

Thomas Grounds — Wed, 07 May 2008 12:19:56 -0400

Hello Everyone -

I just joined the Dallas - Company of Friends and was wondering if there were any networking events that we do as a group? If not, let me propose the following:

Dallas - Company of Friends

Fast Talk Response -

Thomas Grounds — Wed, 07 May 2008 11:35:50 -0400

Yes, I do. Just like I have a problem with people not excusing themselves from a restaurant table when they receive a cell phone call. It's just common courtesy.

The Customer Experience - a much larger context

Thomas Grounds — Tue, 06 May 2008 12:49:54 -0400

In my last post I talked about how the customer experience usually starts far before they choose to contact customer support. In many cases the customer experience has already been tarnished before they begin looking for a resolution on company web-sites, IVR's, Call Centers and other methods of resolution. The customer experience starts with the first interaction.

Customer Experience is more than Customer Care

Thomas Grounds — Fri, 02 May 2008 13:15:12 -0400

Fast Talk Response -

Thomas Grounds — Tue, 29 Apr 2008 15:33:38 -0400

I agree with Karen McGrane - they need to adapt and change. I think where they are getting all caught up is in thinking of their music like physical inventory. It's not about how many units you sell. It's Music - just by the very definition you can't touch it, you can't see it... but you can hear it. So, stop trying to equate music with a physical thing. If they can think about it differently an entire world of possibilities become available.

Comment on Node ant

Thomas Grounds — Tue, 29 Apr 2008 13:21:24 -0400

Great idea... it's like a Customer Service Intervention!

It would be in the company's best interest to be involved - there is a huge up-side benefit to them to see where their customer experience is lacking without having to pay for a study that would include customer satisfaction surgeys. They can certainly disagree with the comments - but to what end? The customer perception is the company's Customer Service reality.

Fast Talk Response -

Thomas Grounds — Tue, 29 Apr 2008 13:17:46 -0400

Interesting idea - it's almost like a Customer Service intervention. It would be worth the companies being involved so that they can see where they need to improve their customer satisfaction without having to pay for a study or send out surveys.

Great idea!

Measure

Thomas Grounds — Mon, 18 Feb 2008 15:06:59 -0500

Consistency, consistency, consistency

Thomas Grounds — Mon, 18 Feb 2008 15:04:46 -0500