My colleague Bill Stephensen, VP of Auto at Nielsen BuzzMetrics, clearly articulates the inextricable economic link between customer satisfaction, customer service and customer-generated media:
… Read the restThe American Customer Satisfaction Index (ACSI) is one of my favorite research studies in the auto industry because it links customer satisfaction and profitability.
If the Facebook and Digg community backlashes prove anything, it’s that the customers are in control. But if customers increasingly expect such control, companies and services will need to be more flexible, accommodating and nurturing to their customers, one by one.… Read the rest
Online-classifieds listings – especially Craigslist – are fiercely disrupting traditional classified advertising models, mainly newspapers. When I hear about this disruption, I rarely think of the gritty, alternative urban weekly papers, like the iconic Village Voice, whose classifieds for decades have brought together buyers and sellers of everything to do with city life.… Read the rest
Please comment here on my latest MediaPost opinion column, where I do a Q&A with Oliver Luckett, SVP and co-founder of Revver, an online social-video syndication platform.
… Read the restCan Social Video Honor Copyright & Compensate The Artist?
I recently wrote about Advertising Week’s Main, Anticipated Attraction: The Minority Hearings. Well, those hearings have been underway and the New York Times reports:
… Read the restFinding that just 2 percent of the upper echelon of the advertising industry is black, New York City officials said yesterday that they had reached agreements with several of the nation’s biggest ad firms forcing them to bring more black managers into this crucial sector of the city’s economy.
