Paul Gillin

AUGUST 30, 2013

I was asked to prepare some background information on the importance of delivering a positive customer experience, and I thought I would share some of the research with you. How much does the market reward companies that deliver excellent customer experience? That’s gonna be a tall order.

Churn Rate 50

Churn Rate Social Networks Gartner Network Marketing 50

Paul Gillin

MARCH 10, 2011

For business pros in industries like communications, manufacturing, retailing, financial services and even construction, LinkedIn groups are becoming vertical social networks in their own right. If you’re in the hospitality industry, there are nearly 1,000 members in The Hospitality Forum. This is the ideal B2B environment.

Social Networks 50

Social Networks Enterprise Management Peer-to-peer Work Management 50

Paul Gillin

NOVEMBER 16, 2011

More than seven in 10 respondents said they aren’t sure how to improve customer loyalty at a time when peer reviews and open sharing are making customers more informed, more critical and less loyal. Only 40% are taking the time to understand and evaluate the impact of consumer-generated reviews, blogs and peer rankings on their brands.

Customer Surveys 50

Customer Surveys Peer-to-peer SMB Business 50

Paul Gillin

JULY 29, 2013

The story is a microcosm of the new media industry. This new fact of life frustrates many of us who believe our work to be thoughtful, serious and worthy of informed debate. The author was clearly prepared to be challenged. The fact that Green bungled the whole interview so completely was just his good luck.

Television marketing 50

Television marketing Public Relations Amazon Youtube 50

Paul Gillin

APRIL 24, 2012

Amadori is an Italian food processor specializing in poultry that created a network of micro sites that combine company and public information to answer common questions. Beck pointed to examples of customers that are adopting social business tactics in their own markets.

Business 50

Business Work Management Customer Satisfaction Marketing Management 50

Paul Gillin

MAY 25, 2010

And why would they want to read about equipment that manages large industrial plants? Even after four years, Emerson Process Experts remains an enigma in a heavy industry that has done little with social media. Blogging isn’t just pushing out information, it’s responding to the interests of your market.”. They persevered.

BtoB 50

BtoB B2B B to B Blogger 50

Paul Gillin

OCTOBER 31, 2011

Ferrucci : Watson was learning over heuristic information. A third thing is to make sure that information is available always from every corpus, whether it’s your personal information, information in books or information that’s on the Web. Everyone is well informed about the problems, the possibilities and why.

Barriers 50

Barriers Google Differentiation Research 50

Paul Gillin

JULY 29, 2011

The question of how to measure social media performance, particularly in a marketing context, continues to be one of the industry’s hottest topics. Awareness’ e-book is an important attempt to try to nudge marketers toward realizing the potential of the information they gather.

Multi-Channel 50

Multi-Channel Top of Funnel Correlation Social Media 50

Paul Gillin

FEBRUARY 7, 2011

CareOne Debt Relief Services contends with a business climate that few of us (thankfully) have to face: Its industry has a terrible reputation. That industry is debt relief, a field that many people associate with fast talking pitchmen on late-night infomercials. Not that managing a community is easy.

Communities 50

Communities Cost per Acquisition Peer-to-peer Work Management 50

Paul Gillin

OCTOBER 12, 2011

Our infrastructure was built to do transactions, not to manage information. For example, Partners Healthcare is looking at what outcomes they want to have happen at that point of care, then they design systems to deliver information to the front lines right when it’s needed. Information management becomes a species survival trait.

Enterprise Management 50

Enterprise Management Work Management Forecasting Burn Rate 50

Paul Gillin

SEPTEMBER 8, 2010

A friend of mine who manages an auto dealership tells me that many customers today come into the showroom better informed than his own salespeople. The same dynamic will play out across many more industries, the authors suggest. As the Internet has created smarter car buyers, auto dealers have had to overhaul their businesses.

Rules 50

Rules Organization Work Management Peer-to-peer 50

Paul Gillin

JANUARY 24, 2013

Attack of the Customers analyzes customer-driven negativity campaigns like the 2010 Pampers Dry Max Facebook crisis and the 2012 beef-industry “pink slime” hysteria to identify lessons brand owners can apply to understanding customer motivations and preparing response strategies. Contact information: Paul Gillin. Capacity to Destroy.

Press 50

Press Peer-to-peer Amazon BtoB 50

Paul Gillin

OCTOBER 7, 2010

CRM is a well-established discipline that presumes that the more information we can capture about a customer’s interactions with our company, the better we can deliver products and services that the person wants to buy. I encourage you to restrain your enthusiasm.

CRM 50

CRM B to B Marketing Management Eye-Tracking 50

Paul Gillin

MAY 13, 2010

Ask a few people who are familiar with your industry but not with your company to spend exactly one minute on your website. These can be in the form of newsletter sign-ups, white paper downloads, requests for more information or invitations to view a webcast. That’s about the amount of time an average visitor will grant you.

B to B 50

B to B Marketing Websites Work Management Webcast 50

Paul Gillin

MAY 27, 2010

The rest of the chapter will go into the various kinds of social communities and how to use them, with examples from the HR, food service, medical and construction industries. I’d appreciate any feedback on this opening passage, in particular: Is this information useful to you? Is it appropriate to a B2B setting?

Communities 50

Communities B2B Work Management Marketing Management 50

Paul Gillin

JANUARY 16, 2012

The IBM Customer Experience Suite is aimed at making it as easy as possible to reach mobile customers, deliver engaging experiences and apply analytics for informed decision-making. A social analytics demo shows data from SAP overlaid on sentiment analysis information from social monitoring tools (below).

Enterprise Management 50

Enterprise Management Work Management Social Networks Ideal Customer Profiles 50

Paul Gillin

DECEMBER 16, 2010

Seven years, 200 million blogs, nearly 600 million Facebook members and a few billion YouTube videos later the information landscape has been completely transformed. We have achieved a goal Bill Gates coined 20 years ago called “information at your fingertips.” And what’s happening in auto sales will happen in every single industry.

Social Media 50

Social Media Media RSS Verticals 50

Paul Gillin

NOVEMBER 8, 2011

Recommendation engines like TripAdvisor, TravelPod , Google Places and Yelp are transforming the hospitality industry, and they’re coming to your town. At Glassdoor.com , employees rate the companies they work for, review executive performances and swap salary information. And we’re still in the very early going.

Work Management 50

Work Management BtoB Marketing Management Vendors 50

Paul Gillin

JUNE 24, 2010

Good ROI analysis almost always requires accurate historical information, which few companies have, in our experience. A simple example of how you might use this information is to measure traffic to a landing page and analyze the number of visitors who fill out a registration form according to the referring source.

ROI 50

ROI Paid Content Social Marketing Webcast 50

Paul Gillin

APRIL 28, 2011

You may think your situation doesn’t lend itself to such emotion, but with a little imagination, you can get angry about even seemingly mundane things: the way people behave in meetings, the antics of an industry standards group or the way a company treats its customers. That’s embarrassing. You’ll be surprised.

Classified Ads 50

Classified Ads Tips RSS Storytelling 50

Paul Gillin

OCTOBER 31, 2011

If we look at the global economy over the last 250 years, we’ve seen five waves of technology change: Industrial Revolution. Age of Information and Telecommunication. Another example is that we have changed the way we consume media because of the iPhone and iPad, and this has altered fundamentally the media industry.

Correlation 50

Correlation Verticals ROI Demand 50

Paul Gillin

OCTOBER 31, 2011

Wladawsky-Berger : About 80% of the job growth is in information-intensive service jobs. Wladawsky-Berger : The consensus of everything I’ve read is that when we transitioned from the agriculture to the industrial age, literacy went way up. In today’s world you need the next level of education: information-based literacy.

Enterprise Management 50

Enterprise Management Training Work Management Education 50