Category Archives: Topics

Customer Service Now Resides Openly In The Court Of Public Opinion…Are You Listening?

AdAge editor Matthew Creamer wrote in this week’s edition:

The back-and-forth between companies and consumers, once contained in frustrated phone calls and letter-writing, is now being played out in public. The growth of consumer-generated media — not just YouTube videos but the millions and millions of bits of product feedback floating in the web ether — means that the little-used suggestion box nailed to the boss’ door (long a symbol of corporate inertia) has been digitized and turned inside-out for the world to see.

… Read the rest

Consumer-Generated Ads: Dos and Don’ts

Most executions of companies getting consumers to create traditional-style advertising — i.e., 30 second spots and the like — are gimmicky, forced and contrived. I think the greatest opportunity for marketer-consumer co-creation lies in tapping the spontaneous passions of loyal consumers to create or explore entirely new formats for creative expression.… Read the rest

There Are Newspapers And Journalists Flourishing In Second Life

My recent MediaPost column on the adult-underground contributions to Second Life prompted some thoughtful feedback, on the record, off the record, as well as via public comments and email. Surprisingly, it also spawned complements and an interview request from a journalist at the AvaStar newspaper in Second Life.… Read the rest