You only get one chance to make a bad impression.
May 19, 2010
adobe.com, customer, eSelling, Marketing, mcafee.com, services marketing, Support, symantec.com, worst practice3 Comments
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...
Continue Reading →Communities – and the law of unintended consequences
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....
Continue Reading →HP’s Community Reward Programs | What are they thinking?
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’...
Continue Reading →HP and 3Com. . . What’s in it for me?
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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