Programmatic advertising Do you remember when people were stockpiling toilet paper, at the start of the Covid-19 crisis? It was so hard to find (and, in some places, so expensive) that some people even joked that they would make great gifts. Fast forward to February 2021, and I ordered bamboo toilet paper, online. A few … Continue reading [Miscellany] Musings from being at the receiving end of bad advertising messages
Category: Marketing in everyday life
Clubhouse’s invitation-only strategy is a stroke of genius
Did you hear about the new social network, Clubhouse? It’s an audio-based social network, where the content can only be consumed live. It is generating a lot of excitement, and recently even hosted a talk by Elon Musk. Clubhouse is using an unorthodox way of recruiting users, though: you can only join if you receive … Continue reading Clubhouse’s invitation-only strategy is a stroke of genius
Offering rebates as a form of service recovery can actually backfire
It happened, again. You know the script: the internet is down; you try all the tricks in the book; they don’t work; you call the provider; they tell you that “we are experiencing some technical problems in the area”; they apologise; eventually, they offer you a rebate on your monthly fee which hardly makes up … Continue reading Offering rebates as a form of service recovery can actually backfire
Malicious social bots are targeting brands, too
Social bots create misinformation, fabricate online reviews and spread false news about political candidates, maliciously attempting to control and manipulate public sentiments, and disrupt the democratic process. But are social bots “only” disrupting political life, or are they having an impact on brands, too? And, if so, what’s the consequence of that? Xia Liu investigated … Continue reading Malicious social bots are targeting brands, too
[Miscellany] Covid-19 vaccines – intentions, celebrities, and marketing strategy insights
The Covid-19 vaccine effort is truly exceptional. First, how scientists have developed the vaccines at incredible speed. Then, the logistics of manufacturing, distributing and delivering the vaccines around the world. And, now, the effort of convincing citizens to get vaccinated. According to the Omni Calculator, given the UK government’s priority list, and assuming a vaccination … Continue reading [Miscellany] Covid-19 vaccines – intentions, celebrities, and marketing strategy insights
Artificial Intelligence Committee report – Roadmap for the UK
The Artificial Intelligence (AI) Committee has just published its report, providing a roadmap for the UK government, when developing the country’s national AI strategy. The Committee delivered 16 recommendations, across four areas of intervention. They are: Image source The full report – which is very readable – is available here. I particularly like priorities 5, 6, … Continue reading Artificial Intelligence Committee report – Roadmap for the UK
Friends and cookies – How we let our guard down, when interacting with technology
Individual biases shape what technology looks like, and how it works. For instance, the algorithm developers’ biases determine which “tune” we get when we ask Google for the “national anthem” (answer: The US one), or the type of conversations that Barbie might have with a child. That is why it is so important that development … Continue reading Friends and cookies – How we let our guard down, when interacting with technology
Channel 4’s “Deepfake Queen” video – Good idea, bad timing
It is a tradition, in the UK, for the Queen to address the nation on Christmas day, via a message which is broadcast on BBC. Another tradition is for Channel 4 (a commercial TV channel) to broadcast its “alternative Christmas message”, at the same time. The message usually flags a contemporary, social issue – such … Continue reading Channel 4’s “Deepfake Queen” video – Good idea, bad timing
Understanding and solving opacity in algorithms
One of the key challenges presented by algorithms is its opacity – that is, the inability to see how the algorithm produced a specific output. For instance, the ability to see how a search engine algorithm ranks content; how credit rating algorithm ranks the characteristic of potential borrowers; or, how a self-driving algorithm ranks external … Continue reading Understanding and solving opacity in algorithms
Useful typology of the role of technology in service interactions
The paper entitled “Frontline Technology Infusion: Conceptual Archetypes and a Future Research Agenda” offers a useful typology for the role of technology in customer service. The paper was authored by Arne De Keyser, Sarah Köcher, Linda Nasr and Jay Kandampully, and the authors provide various examples of how technology may 1) have no role, 2) … Continue reading Useful typology of the role of technology in service interactions
Ana Canhoto 