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You only get one chance to make a bad impression.

Support
Why do so many companies start with their support site? Your support site is supposed to be the fount of knowledge for your customers—and a way to prove your excellence to prospects engaged in the buying process. It’s there to solve your customer’s problems. Speed them the infor...
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Communities – and the law of unintended consequences

Online Communities
Operating any community without an army of well-trained moderators is a great way to destroy your brand. Once upon a time, companies thought they could stem the tide with some sartorial splendor. Today, even more damage can be done with a pair of fuzzy slippers and a laptop at home....
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HP’s Community Reward Programs | What are they thinking?

Online Communities
There are plenty of ways to design reward programs. This isn’t one of them. In my recent online communities strategy report, I stressed the importance of designing reward programs to encourage visitors and members to engage in the conversation, rather than lurk and listen. It’...
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HP and 3Com. . . What’s in it for me?

Customers
If I’m an existing or potential 3Com customer, I am naturally going to be cautious about the impact of HP's acquisition on my purchase decisions. Neither site delivers any answers. ...
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