From the category archives:

Customers

New: Publish to Facebook Fans Based on Location and Language

by Bob Hazlett on November 19, 2009

Just past midnight last night, Facebook pushed a feature to their pages that allows administrators to publish posts, links, photos, and videos to fans based on their location and language preference. A post that is published to Facebook users in a specific location or language will only be visible to those users. Other users will never see the post in the News Feed, on your Page, or anywhere else across Facebook. I think this is huge for facebook pages.

Some examples of Pages that may find this useful are:

Global brands who have tons of Fans across the world, may want to talk about a new product that is only available in a certain location.
Musicians & Celebrities who may want to announce to fans in California that new tour dates have been added across the state.
Retail shops that may want to let fans in a certain city know that a new shop is opening locally.

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Razorfish 2009 FEED Report Now Available

by Bob Hazlett on November 9, 2009

FEED is an annual consumer behavior report put out by Razorfish that, in the past, has charted how consumers adopt new internet technologies and digital services. This year they flipped it up a little and changed focus. This year’s report is focused on understanding how digital is changing the way consumers interact with brands and how experience really does matter. Their reports are worth their weight in gold. Great stuff, beautiful design.

Free PDF for Download. I’m also happy that they are now offering a printed version via Blurb

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Creating and Understanding Personas

by Bob Hazlett on October 18, 2009

ThinkVitamin had a great comic this week on creating and understanding personas. Personas are ficticious characters that are created to represent a larger segment or targeted demographic of customer that you’re trying to reach. They are used to help guide decisions about a product, features or its overall design.

Personas are useful because they put a face on otherwise abstract data about your customers. By thinking about the needs of these fictional characters, you can better infer what a real person might need or want.

Additional Articles on Personas from The Cooper Journal

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The Future of Marketing and Advertising

by Bob Hazlett September 11, 2009

View more documents from Paul Isakson.

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Satisfying Consumer Expectations in Today’s Real-Time World

by Bob Hazlett May 11, 2009

Louis Gray wrote a wonderful piece on what he believes are the keys to satisfying consumer expectations in today’s real-time world. Gray believes consumers and technology are becoming more acute, hence they are demanding greater advancements in communication and openness with the companies they do business with. In his post, he details 10 key tenants [...]

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Starting A Company? Model It After Zappos.com

by Bob Hazlett February 16, 2009

Wow, who wouldn’t want to work for a company that valued and promoted company culture like Zappos.com? Watch the video below and you’ll see what I’m talking about.

Zappos Core Values

Deliver WOW through service
Embrace and drive change
Create fun and a little weirdness
Be adventurous, creative, and open-minded
Pursue growth and learning
Build open and honest relationships with communication
Build a [...]

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Lessons in Online Marketing – Make Sure Your Form Works

by Bob Hazlett September 11, 2008

Check out the image below, its from Rhodes College. While looking for some adult education classes I came across their form for a free class catalog. The only (and big) thing wrong with it is that it requires a CAPTCHA to process your request. The issue in this example is that the CAPTCHA image is [...]

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My Experience at Apple Store on iPhone 2.0 Day

by Bob Hazlett July 11, 2008

I’ll make this quick. Overall, not the best experience in the world, but I didn’t go in expecting much.
• Got to store at 5:30AM, was about 20th in line.
• Apple Employees came around about 7:30 to show off new phone, offer juice and make sure you were eligible.
• Store had the capacity to handle about [...]

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3 Things to Learn from Netflix about Customer Service

by Bob Hazlett March 26, 2008

Here’s a great example of what to do (right) when you mess up. Netflix had some problems with their shipping system recently and instead of the usual corporate spin, they turned it into a positive. They (1) gave a sincere apology, (2) admitted fault quickly and (3) made it up to the user. Take a [...]

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Free Trade Ideas – Using Twitter/Pownce/Dodgeball to Advertise to Your Best Customers

by Bob Hazlett September 19, 2007

This post is the first in a series I like to call ‘Free Trade Ideas‘. To give you the shortened overview; I post idea an idea that I’ve been tinkering with and if it’s something that you like, then you are free to use it as your own. No string attached, no gimmicks, no restrictions. [...]