#followfriday (or #ff) is a tradition started by Micah Baldwin (according to Mashable), whereby you name Twitter user your followers should know about. It is important to provide information about the name user, to help others decide whether to follow them. Hence, in addition to naming interesting users on Twitter, I provide a bit of … Continue reading #followfriday Suggestions

This semester I am trialling the use of student blogs. I believe that using blogs will bring 3 (and a half) benefits to the post-graduate module that I am teaching this semester, Marketing eFutures. The Class The module - Marketing eFutures - is part of the MSc eMarketing course. It gives students the opportunity to … Continue reading Using blogs as a learning tool

#followfriday (or #ff) is a tradition started by Micah Baldwin (according to Mashable), whereby you name Twitter user your followers should know about. It is important to provide information about the name user, to help others decide whether to follow them. Hence, in addition to naming interesting users on Twitter, I provide a bit of … Continue reading #followfriday Suggestions

Happy New Year. It is that time of the year when, wherever you look, you are sure to find an article discussing the key trends to look out for in the next year. With so many different and, at times, contradicting information available, how do we know which trends matter and which ones don’t? I … Continue reading What are the trends that matter?

#followfriday (or #ff) is a tradition started by Micah Baldwin (according to Mashable), whereby you name Twitter user your followers should know about. It is important to provide information about the name user, to help others decide whether to follow them. Hence, in addition to naming interesting users on Twitter, I provide a bit of … Continue reading #followfriday Suggestions

A simple menu idea and a good marketing lesson from a local restaurant. Last week, I came across this message on Twitter: It was about an event at a local restaurant, Turl Street Kitchen. The link led on to an event page on Facebook that read: ‘For one night only we will be sourcing all … Continue reading Local + scarce = a great marketing recipe

What do open innovation, crowd sourcing, electronic word of mouth, social media segmentation or home working have in common? People. The secret ingredient in social media is to engage with the person using it. I participated in a really interesting workshop at the Henley Centre of Customer Management, today. It looked at phenomena like open … Continue reading The secret ingredient in social media performance

#followfriday (or #ff) is a tradition started by Micah Baldwin (according to Mashable), whereby you name Twitter user your followers should know about. It is important to provide information about the name user, to help others decide whether to follow them. Hence, in addition to naming interesting users on Twitter, I provide a bit of … Continue reading #followfriday Suggestions

A blog post triggered a reflection on the nature of human connections in Web 2.0. I asked myself: we are in touch, but are we connected? I have been reading a particular blog for quite some time. The author has a witty, direct, fast-paced writing style. I really enjoy reading the thoughts and adventures of … Continue reading Social Media is emotionally deficient

The customer was unhappy and decided to let you know. What now? It has been said that mistakes are unavoidable and, therefore, complaints are a natural part of service delivery. Indeed, even if firms did not make mistakes, complaints might arise. How? Because satisfaction is a function of customer’ expectations – so, if service falls … Continue reading Talking to the hand