Paul Gillin

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Attack of the Customers: The Pampers Dry Max Crisis

Paul Gillin

In March, 2010, Procter & Gamble announced the most significant technical advance in disposable diapers in a quarter century. Shah believed P&G had substituted a cheaper Cruisers for its existing product and not told anyone about it. “I In February, 2010, a visitor began a campaign called “Flood the CPSC!”

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Finding Balance in the Always-On World

Paul Gillin

Qualman is a thought leader on the transformative potential of social media whose 2010 bestseller, Socialnomics , is considered a textbook in its field. What follows is an engagingly uplifting read that focuses on making the most of your productive time so that you can maximize the value of your downtime. Everything else can wait.

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Attack of the Customers Press Release

Paul Gillin

Customers are taking their complaints about companies and products to the Internet in record numbers, and a new book tells what is driving this trend and how businesses can avoid being victims of customer attacks. Capacity to Destroy. How to create a culture that puts customers first.

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Know Thy Customer

Paul Gillin

The result will be a transformation of corporate productivity fueled by deep insights into customer needs. In 2010, the analyst is to the value creation dance what the CIO was in the 80s and 90s: unloved, misunderstood but poised to play a major role in the future. It used to be product-centric vs. customer-centric.

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Book Review: Tales From a Veteran Blogger

Paul Gillin

I’ve been a reader of Ed Brill’s blog for several years, not because of any particular interest in the IBM/Lotus products that he long championed, but because he’s just so good at blogging. How did a product manager get away with poking a stick in the eye of a major competitor? Opening Up.

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Remembering Peter Morrissey

Paul Gillin

He invited me to give some presentations to a couple of clients and then hired me in 2010 to visit his offices in Boston’s South End once a month and talk about different aspects of social media promotion. I was teaching social media and he had a small agency, Morrissey & Co., with a young staff who were eager to learn.

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How Twitter Amplifies a Customer Attack

Paul Gillin

Twitter was the vehicle director Kevin Smith used in February, 2010 to express outrage about being denied seating on a Southwest Airlines flight because airline personnel claimed the 300-plus-pound Smith wouldn’t fit in a single seat. Smith tweeted his attacks for days and continued the criticism on his podcast. Best Defense.

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