One Friday afternoon in 2002, long before his company became a household verb, Larry Page walked into the office kitchen and posted some printouts of results from Google’s AdWords engine. On top, in big bold letters, he wrote, “THESE ADS SUCK.”
I have been involved in community management from day one and I can pride myself on training a great number of Community Managers from the very early days of social media, that is to say when it wasn’t even called that – way.
Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, and mobile here) I’d like to explore a little bit more the operationalization of customer service.
Venture capitalist Marc Andreessen recently did one of his tweet storms on the topic of Bitcoin, a technology he avidly supports. In 25 tweets, he talked about criticisms people have of Bitcoin. Including this one (#18) about “use cases”:
I’ve already written in a Forbes column about how I was underwhelmed by some of the more traditional products showcased at the 2015 International Consumer Electronics Show (wafer thin TVs, curved TVs, augmented reality glasses, etc.) So I thought I would share three of the things that did get me excited.
It’s been more than 50 years since marketing thought began to shift toward what became known as the marketing concept—an attempt to focus the firm on customers. Yet, in practice, the customer centricity that the marketing concept produces is still highly firm-centric, usually concerned with trying to sell customers more of what the firm produces.