Posts Tagged ‘Facebook’

It’s important that companies be consistent in their practices. This includes in the products they offer, the procedures that apply to customers and their marketing programs. If I, as a customer, don’t know what to expect – which is exactly what happens if a company keeps changing things – then I’m likely to go somewhere where I know what I’m getting.

Let me explain through some examples of inconsistencies that have been apparent to me. (more…)


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With Facebook’s popularity today, most of us forget that it originated in 2004 as a small site designed to allow Harvard students to get to know each other before coming to campus for the first time. Since then, Facebook has steadily grown to its current size, with over 200 million active users.

Of course, as it grew, Facebook needed to add features to stay relevant, attract users and increase the amount of time they spend on the site. Some changes have annoyed users – think of the two major user page redesigns and the unannounced change in privacy terms that caused an uproar. However, Facebook seems to be constantly changing features to make the site more user-friendly.

It’s a tough challenge, because with any site, as more options become available, it is only natural that some things are harder to accomplish. With so many settings options, for example, some users have rightfully complained that changing privacy options has become ever more difficult to do. (more…)

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In the marketing world, viral is big. It could be the latest video making the rounds on YouTube, a Twitter retweet campaign, or someone on Facebook declaring to a few hundred of their closest friends that they are a fan of a brand. It makes sense – instead of a brand directly reaching out to customers, they are now reaching out through someone you trust more – your friends.

But marketers aside, viral can have dire consequences for consumers who aren’t careful. Because for anything that can be used for good, some people will always try and find a way to use it for evil. And this is especially true in a world where we keep increasing our use of technology and the Internet. Viral has meant that those who want to do evil are able to spread this more easily than ever. Let’s not forget, the first three letters in the word “viral” are also at the beginning of the word “virus.” (more…)

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You could probably forgive some companies for not realizing the power the users of social networks have to distribute information at lightning speed. Particularly negative information. Especially considering the social networks themselves seem to underestimate the power their users have.

In terms of companies, Domino’s Pizza learned their lesson in April. It was then that two (now former) Domino’s employees, as a prank, posted a video on YouTube that showed them preparing food while adding, let’s just say special – and unsanitary – ingredients. It made the rounds on Twitter, causing a crisis for Domino’s. Just a few days earlier, Amazon.com also learned this lesson the hard way. In this case, the company removed the sales ranking from thousands of books, including gay and lesbian themed books. In the full day it took Amazon to respond, saying it was an error, the Twitter community complained the company was being unresponsive.

You would think that the social networks themselves would know the power of their users better. But Facebook, and now Twitter, have come under fire by their users for actions they have taken. (more…)

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Welcome to my blog, Successful Marketing Communications: A Conversation With Customers.

Over the past few years, marketing and communications has changed a lot. That might even be a large understatement. And there are a lot of reasons for this: improved technology, the use of customer data, and fickle customers, just to name a few.

To keep up, companies have had to change the way they communicate. Those that haven’t might be able to survive in the short term, but not in the long term. With retailers and manufacturers trying to match and/or outdo each other, just having a great idea for a product or promotion doesn’t cut it anymore – there needs to be more. (more…)

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