Amazon rides the consumer generated content crazy train

Sometimes product descriptions and manufacturer supplied images are not enough. Here's your chance to help millions of fellow customers learn more about how a product looks, behaves and performs.

Emetrics Summit - web analytics comes of age

Jim Sterne’s fifth annual Emetrics Summit concluded last week and although I did not have the opportunity to attend, all indications are that the show was the best ever – in fact Jim has been so successful evangelizing the need...

Tommy can you hear me? Customer service at Tommy.com

As a consumer, I tend to be a little demanding, and when dealing with customer service, I expect what the words depict, customer service.

Peppers & Rogers: They get it!

Many marketers rely on expensive behavioral solutions to help them better understand their customer's experience when, as the Peppers & Rogers team discovered, simply asking customers about their experiences can lead to unexpected insights. Case in point - at Armani, for example, management personally conducted in-store customer interviews and found the stores to be intimidating to new customers.

Brand strategy or brand suicide?

When you give technology savvy, virally connected consumers the ability to step outside the brand box, you open yourself up for some associations you might not want

Continuous Listening and the Street Voice

Where are issues first detected? Do they appear first in focused customer feedback and then get circulated loudly by the street voice, or do customer issues gain momentum only after the street has made them heard.

The Wisdom of Crowds - The technology behind Google

Why the Many Are Smarter Than the Few and How Collective Wisdom Shapes Business, Economies, Societies and Nations