GiffGaff

Customer service: which brands really get it?

The customer service industry was created by mistake.

It’s been effectively outsourced by many companies (intent only on cost containment) for the past decades, and since the advent of the consumer internet has often been woefully ill-suited to meeting customer needs. 

Should companies be making more of gamification?

I was recently asked whether gamification could be of use to a company. My short answer was “yes, if done right”.

So why do some say that gamification is heading into the trough of dissolutionment? Why are there not many more case studies of incredible gamification success by major companies?

My thoughts, with reference to the use of gamification by utiities,  are below…

Online communities can learn from tribal organization models

Digital marketers have spent the better part of the last decade studying trends in media consumption, and many analysts have made comparisons of social media platform users to tribes.

Phrases like “neo-tribe” and “digital tribes” have, in some corners, become popular descriptions of the individuals who have banded together in groups and built communities around communications software.

But, what is a tribe? How do they work? And what can digital marketers learn from studying them?  

I have been devloping a series of reports exploring the concept of tribes in a digital world as part of the Digital Vision project run by Econsultancy, an effort to help new thought leaders get their insight out into the digital marketing world. My third report, Digital Tribes 3: Organization (released today), highlights how tribal organization models can support online communities.