This post has nothing to do with product management. Andrew Baron, founder of RocketBoom reported yesterday that his father Frederick Baron, is dying of multiple myeloma, a particularly nasty form of cancer. Last week doctors gave him days to live – as of this morning he’s still fighting.Sad story indeed and my heart goes out [...]
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The media (social and real) is abuzz with how Apple botched the launch of the 3G iPhone last Friday. Yes, they could have done it a whole lot better but I don’t think it is going to make much of a dent on the how many of these phones Apple will sell.
Seth Godin in his [...]
Filed under: business, customer experience, marketing, product management, word of mouth | 2 Comments »
Couple of weeks back, I came across this company called InfusionSoft. I signed up to download something that looked interesting to me called “9 proven techniques to double sales”. To do this, I had to fill out the following form.
When you do this, they send you a link via an email to download the white [...]
Filed under: business, customer experience, customer service, marketing, product management, word of mouth | 16 Comments »
Talk about social media is everywhere – it is being used by everyone and some don’t even understand what it means. Francois Gossieaux has a very interesting blog post titled “We don’t do marketing with social media – social media is what caused marketing game to change” – a very interesting 5 minute read.
To me, [...]
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Product Managers pay (or should pay) a lot of attention to finding out more about why people are NOT buying their product more than why people are buying their product. This can be framed based on the current population of users.
But we are at a tipping point in history where a large number of baby [...]
Filed under: business, customer needs, marketing, product management, word of mouth | 2 Comments »
Last week, I had to get a tree cut in the yard and then my garage door broke down with the door bent and the rollers popped out. Not knowing who to call, I checked out ServiceMagic. What an awesome experience that turned out to.
Within minutes, they send me names of three pros rated very [...]
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I have been living in the US for the last 18 years and I have never traveled on a train over a long distance. This week, I had to travel to New York and decided to take the Acela Express. What a remarkable experience – I don’t think I will ever fly to New York [...]
Filed under: business, customer experience, customer service, marketing, product management, word of mouth | 4 Comments »
I happened to come across the notes taken during the Effective Networking seminar (run by Diane Darling) that I attended a year back. One of the things that was mentioned was that communication power is based on:
55% body language
38% voice/tone
7% words
This means, whenever you send an email, you have just thrown out 93% of [...]
Filed under: business, marketing, product management, team communication, word of mouth | 3 Comments »
I have been a big proponent of online communities and social media – I have written at least two blog posts on this. So when the latest Business Week arrived with the main section titled “Consumer vigilantes” I could not put it down. The most interesting article among many dealing with social media was titled [...]
Filed under: business, customer experience, customer needs, customer service, leadership, marketing, product management, voice of the customer, word of mouth | 1 Comment »
In my product management career, I have always had some users who were more vociferous than most of the others. Their decibel level when they asked for new enhancements or yelled at you for the bugs in the software was orders of magnitude higher than majority of the users. The vast majority of these users [...]
Filed under: business, customer experience, customer interviews, customer needs, customer service, marketing, product management, voice of the customer, word of mouth | Leave a Comment »
I bought a new car last week. I was very clear what I needed – a Toyota Camry Hybrid and knew the exact options I needed. I did all my research on the web in reading user generated reviews, dealer invoice prices and so on. After spending about 3 hours doing all this, I was [...]
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My previous post was about the horrible customer experience at the Apple store. I find out that I am not alone – there are more and more stories on the internet how their customer service is bad. Here is a recent post on San Jose Mercury News – very much along the lines of my [...]
Filed under: Apple, business, customer experience, customer service, marketing, word of mouth | 6 Comments »
Here is a great video that I came across produced by Geert Desager of Microsoft – watch for yourself, it is fun !!
Filed under: business, marketing, product management, voice of the customer, word of mouth | 1 Comment »
My previous post was about how product managers should think more about customer experiences. I had mentioned about how I have had the most memorable product experiences when I bought my iPod and my iMac. Here is another one that is service related that has truly been enjoyable. For the last one year, we have [...]
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Not often !! Think back to all the products that you have bought in your life – for how many of them has the buying/first usage experience been so good that you have remembered it. In my case – exactly two – iPod and iMac. In fact, I was so impressed with my iMac packaging, [...]
Filed under: business, customer experience, customer needs, marketing, product innovation, product management, word of mouth | 1 Comment »
By the way this is Gopal Shenoy 2.0 writing this blog? I felt that if I don’t have a 2.0 next to my name, I am going to be considered old. There is a 2.0 behind everything these days – Web 2.0, Marketing 2.0, Where 2.0, Business 2.0, PR 2.0, XYZ 2.0, you name it. [...]
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Social media – no matter what you read, you are bound to hear this term. It is the popular “phrase of the current times” – is it a buzzword though? I do not think so. Given how blogs, user reviews have influenced my purchasing decisions over the last couple of years, I am true believer [...]
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Keller Fay Group last week released the results of a study on influencers in B2B purchasing decisions. The study was based on an online interviews with 700 executives in the US and UK conducted between March and April, 2007. The results indicated that the #1 influencer in B2B purchasing decisions was Word of Mouth (surprise, [...]
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