A Guide to Becoming a WOW-Maker
Photo by Daniel Y. Go. It’s really great to open your email and get a compliment or hear something nice that a customer posted about you or your company on social media. I call that “Customer Wow” and believe that…
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What’s a Community Manager’s Secret Weapon?
About 18 months ago I wrote a post on generosity, the secret weapon of a community manager. And since that time one of the best places that has emerged for conversation about Community has been the Facebook Community Manager’s Group.…
The Minimum Viable Beta Program, and how to build it.
Let’s say you’re starting a new company, feature, or product. You have an idea that you want to test with some beta customers. So what would you do today to “get out of the building” (in best Steve Blank Lean…
We carry instant memories with us
If you’re like me, you’ve gotten into the habit of carrying your phone most everywhere you go. You use it to make notes, to answer emails, to view Facebook (too often), and to take photos. I used to wonder how…
The API of Me
What is the “API of Me”? When you think about browsing the web on your computer, tablet, or mobile device, you undoubtedly think about the ads presented to you, the information stored by companies whose websites you visit, and the…
Running a “Friends of the Company” Usability Session
One of the best ways to learn how real people view your product is to ask them to complete a set of tasks that you think all customers “should” be able to do. Think of this as a directional usability…
What’s a best practice, and how can I get one?
If you talk to customers for any length of time, you’ve probably been asked, “what’s the best practice for that? And how can I get you to deliver best practices to me?” I often struggle with this question because o…
What is the future of contact management – is it the address book?
I believe the next generation address book – or contact management play – will have more in common with oAuth data providers than with the traditional rolodex. Yet it will need to be as easy to use as the existing…
What is Agile Marketing and Why Should You Use It?
If you’re like many people, when you hear the term “Agile Marketing” you might wonder if the person is talking about some new dance form or other form of stretching rather than an exciting way to improve the way that…
How do you quantify the value of an online community?
Online Communities are similar to and different from their physical counterparts What’s the value of community? How can you define both the idea of a community and the value of that community for a marketer? A physical community can be…
