Tips for Avoiding Extinction

The innovations associated with Web 2.0 have really begun cracking through the stone wall of old-school print media. It's an exciting step forward for an industry which has long borne the stigma of being stuck in the past century, saddled with an antiquated business model.

Real customer satisfaction cannot be measured by "un-real" customers

The Internet has allowed us to dialog with consumers in the context of their real experiences. For the first time, people can speak for themselves.

The Service Edge

I am convinced that the service edge will be the next big fault line in web analytics--the one that will ultimately separate the leading lights in our field from the also-rans. Client servicing done well will be the biggest competitive advantage a company can leverage--greater than metrics, applications, and marketing combined.

The Branding Temptation

How much marketing will people tolerate? I think there is a threshold that marketers are flirting with, but which they would be wise not to cross. You can over-brand, and the satiated end user only yields diminishing returns.

Being Customer-Centric

So, you listen to your customers, right? You value their feedback, take it to heart, you try to empathize; maybe a negative comment or two from a user even sticks in your head and troubles you at the dinner table,...