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
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?
At Nielsen BuzzMetrics, we’re conducting an interactive Webcast tomorrow:
Blogs 101: Moving beyond the hype, what do corporations and marketing departments really need to know about blogs?
… Read the restBlogs continue to dominate the CGM media space.
Katie Couric’s debut on the CBS Evening News drew high ratings and mixed reviews, according to the Washington Post. Indeed, her debut drew strong buzz and excitement in the blogosphere — enought to have surpassed last week’s debacle around CBS’s doctored images of Couric.… Read the rest
