On Wednesday I presented at a fascinating training morning run by e-Consultancy‘s Craig Hanna along with Blogging4business‘s Matthew Yeomans. The agenda was to educate the audience about blogging as a phenomenon and to give them a sense of what it could teach them about their own customers and how they could use blogging and other social media tools in marketing. The speakers were Andy Budd of Clearleft, Heather Hopkins of Continue reading →

I am addressing a CBI conference this week in Birmingham, UK, where the agenda is to discuss Crisis Management and digital media. When we established Market Sentinel two years ago we thought that online monitoring and response would be a leading part of crisis management. As time has gone on and we have learnt more about crisis response, we now have a much clearer idea of what works and what Continue reading →

Clients sometimes ask us who are the folks that hang out online and contribute to social media. There are demographic studies. But here is a charming film giving a more emotional explanation, a compilation by Mick B. of clips of the people – young and old – who make video blogs on YouTube.

A client, reviewing some of the sentiment scores on the net approval work we have been doing for them recently asked: “why are these people so negative? We don’t get these scores from our off-line net promoters work.” The client was identifying a pattern we see quite regularly. Online commentary is more negative than off-line. Why? There is no systematic answer to this question, but if you were to attempt Continue reading →

Paul Coby, CIO of British Airways, tells Silicon.com how they responded to the challenge of low-cost carriers, by allowing home check-in, seat choice and boarding pass printing on their website. He says that 9 out of 10 passengers now use e-tickets.