What stops customers complaining to you

If customer complaints are part and parcel of doing business (and, even, are beneficial for you), then you really want to make sure that an unhappy customer will complain directly to you, instead of switching to a competitor or taking to social media to let the world know about their negative consumption experiences. This presentation … Continue reading What stops customers complaining to you

The tree lost its bra

This time last year, this tree had a bra. Actually, 2 or 3. I can’t remember exactly how many. Not far from this tree, there is a bridge with lots of locks in its railings, tied by couples as a symbol of their love. It’s a tradition. Maybe the bra-thing is a tradition, too, I … Continue reading The tree lost its bra

What do Andy Warhol, toilet paper and male deodorant have in common?

The artist Andy Warhol was obsessed with celebrities and celebrity culture. It is said that he co-founded the magazine ‘Interview’ as a vehicle to meet celebrities. Through the magazine, Warhol gave celebrities the stage that they valued; in turn, because of the magazine, they gave him the candidness that he craved. He got what he wanted … Continue reading What do Andy Warhol, toilet paper and male deodorant have in common?

New presentation on slide share: 3 reasons to embrace negative customer feedback

Inspired by Mark Schaefer's podcast episode number 41 (get it here), I decided to convert one of my blogposts into a slide share presentation, to increase its reach. The original blogpost is here. And here is the presentation (which is also available here): I am very keen to hear your views: What do you think of this … Continue reading New presentation on slide share: 3 reasons to embrace negative customer feedback

What I am reading: Social Media Marketing – Theories & Applications

This weekend I started reading Stephan Dahl’s latest book: ‘Social Media Marketing – Theories & Applications’ (affiliate link here). In the Introductory chapter, having discussed several well-known success stories such as Spotify and Groupon, as well as social media crisis such as #askJPM or #askBG, the author says: “(M)any of the qualities ascribed to social … Continue reading What I am reading: Social Media Marketing – Theories & Applications

Dear @marksandspencer: I am not a shoplifter

Yesterday, while I was doing some grocery shopping at my local supermarket, I couldn’t help notice the security guard. Every time I turned a corner, there he was. When I picked up some items and moved on, there he was. When my eyes were browsing the shelves for a particular product, there he was. At … Continue reading Dear @marksandspencer: I am not a shoplifter

Some notes on Identity and Identification

Here are some excerpts from the identity article that I mentioned yesterday, in case you find it useful for your work. For context, I should say that, at the time, I was working on my PhD investigating money laundering detection systems, and that I wrote an opinion piece about identify fraud detection systems. Identity The … Continue reading Some notes on Identity and Identification

A marketing take on payment technologies

Last month, the Bank of England published a very interesting article about payment technologies and, in particular, the evolution of digital currencies like Bitcoin. You can access it here, and I warmly recommend that you read it: it’s an easy read, it provides a useful overview of the evolution of payment systems, and is a … Continue reading A marketing take on payment technologies

Sentiment analysis in less than 500 words

I am working on a paper and a presentation on sentiment analysis, and decided to put together this very short overview for you (procrastination, anyone?) Sentiment analysis is one of those topics permeating every area of a marketers’ life. The other day, a colleague even mentioned that he was doing some sentiment analysis of social media … Continue reading Sentiment analysis in less than 500 words