Web 2.0 needs Customer Service 1.0
Facebook, Twitter, YouTube. These are but a few of the services many of us have come to enjoy.
Yet there's one thing that seems anything but enjoyable about them: dealing with their customer service.
Is the unique visitor an endangered species? Duh
Metrics matter. Every online publisher and every digital marketer knows this.
In a new article, BusinessWeek's Sarah Lacy asks the question: is the 'unique user' metric an endangered species?
Site review: Hellomagazine.com
Hellomagazine.com, the online version of the celebrity magazine, was redesigned a couple of months ago.
I've been having a look around the Hello website to see if the revamp has improved the site, and how it compares to those of its rivals; sites like iVillage, More, and heatworld.
ITV updates its video player
ITV has been tweaking its online catch up TV service, and has introduced a few improvements for customers viewing video on its website, using Microsoft Silverlight.
The service is going to be rebranded as the 'ITV Player', which is at least a bit more distinctive than 'catch up'. As well as a new name, ITV needs to be improve the usability of its online video, so what difference has Silverlight made to this?
Scott Adams on confusopolies
Scott Adams is best known as the creator of the popular Dilbert comic strip. Dilbert, of course, has risen to popularity by poking fun at the typical white-collar office that so many of us have experienced first hand.
Social Media ROI: It can't be done in isolation, but...
Last week I posted some tips for brands wishing to engage with their customers via social media. It would appear to have been well received and I hope it helped provoke some thought around this subject.
One tip which received a lot of attention was "Forget ROI" and because this appeared to be a hot topic of interest, I thought I'd offer a little more detail and context around this and provide some further thought of how a return (in some shape or size) could be measured and then used to build a business case. I hope it helps.
Site review: Reevoo.com
Reevoo provides reviews for retailers like Currys and Tesco, and launched its own website last year. It has recently had a revamp, including a new homepage and updated product pages.
The Reevoo website gathers together a wide range of product reviews, and should be a good resource for online shoppers, so how does it shape up?
Top ten tips for brand engagement via social media
Brands seeking to engage their consumers via social media seem to be misunderstanding the whole concept of social media itself. It's for the people, by the people and business needs to recognise this. The consumer now has the power, and consumers in numbers can carry a lot of influence.
The main article covers five misconceptions that brands appear to have around the area, such as ROI expectations and the risks associated with getting involved.
I've also offered ten tips for those businesses wishing to engage with their target market through social media, which I hope are useful. If you're an organisation that is chosing to ignore the soial media phenomenon I'd like to draw your attention to the last tip, entitled Do It! Enjoy the read...
Mary Meeker and the blogosphere's identity crisis
One might make the argument that of all the Wall Street personalities who made names for themselves in the internet boom of the late 1990s and in the bust that soon followed, Morgan Stanley's Mary Meeker was the most important.
The BBC is still not sure how to link out
The BBC has released the results of its experiment with in-text links, and it seems the corporation is still not sure how to deal with the issue of linking out from its articles.
The BBC Internet Blog reports on the results of the experiment, which used the Apture service to add links to the text of articles. 90% of the feedback received during the two week trial.
Websites vs Facebook Pages: which URL should you promote? 
Food for thought: driving demand and innovation through Twitter
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Graham Charlton
Strategy & Planning
