Chris Edwards has published a long and thoughtful piece about our Search is brand white paper. He makes one point that calls for a clarification – yes the stats were UK only. We are planning a wider survey in due course. He also makes two points which call for a response: 1) the report counted everything that was might be seen as damaging to the brand as “negative”. He mentions Continue reading →

Market Sentinel is currently pitching to a large company with a prominent detractor. Two thirds of the traffic his campaigning site is getting, he says, comes from people putting the words “[product] problems” or “[product] complaints” into Google. The company’s customer service FAQ is absent from the top ten results of this search. This effectively means that the detractor is doing the job of customer service for the company. He Continue reading →

A really excellent wiki here listing all the good things you can do with RSS.

Neville Hobson alerts us that Adrian Melrose has done a deal with Land Rover and is offering them the use of www.haveyoursay.com to use as a customer feedback forum. Land Rover’s Customer service chief Mike Mulholland admitted honestly that they have not been across online issues. It is a challenge for the guys there and a big opportunity for them if they choose to accept it. They now have a Continue reading →

Monday night saw the excellent <a href=”Seth Godin address the Geek Dinner at London’s Texas Embassy. His theme was that the era of interruptive advertising was coming to an end. He argued that people were less and less susceptible to buying products as a consequence of being forced to stop what they were doing and wait to absorb an advertising message. He cited the increasing use of pop-up blockers online, Continue reading →