Oy. I fell for an ad today because it promised to tell me four startling things that happen to you before you get a heart attack. The video, which has no pause or fast forward button, is a grating infomercial, with a heavy emphasis on the “mercial.” So, here’s the startling information Dr. Chauncey Crandall so selflessly is imparting to us:
The four things are:
Chest discomfort. Most heart attacks involve discomfort in the center of the chest that lasts for more than a few minutes, or goes away and comes back. The discomfort can feel like uncomfortable pressure, squeezing, fullness, or pain.
Discomfort in other areas of the upper body. Can include pain or discomfort in one or both arms, the back, neck, jaw, or stomach.
Shortness of breath. Often comes along with chest discomfort. But it also can occur before chest discomfort.
Other symptoms. May include breaking out in a cold sweat, nausea, or light-headedness To prevent heart attacks, cut back on fat intake but most importantly, cut back on sugar.
Yeah, these are the symptoms you will find listed anywhere that discusses heart attacks. For example, try a little place I like to call “Google”: top hit for “heart attack”.
It takes Dr. Crandall forever to get even the slightest piece of information — first promoting himself and pitching his newsletter etc. — that I gave up. So I quoted the above from trogdor1 on a discussion board. Thanks, Trogdor1, for taking the hit for the team.
Tagged with: ads
• heart attack
Date: January 28th, 2013 dw
Yesterday at the Mesh conference I caught the second half of Michael O’Connor Clarke‘s presentation, to a packed house, about how not to use social media for marketing. I’ve known Michael since the Cluetrain days, and it was great to warch him argue against viewing social media as a messaging vehicle.
Michael has long championed understanding the Net as, well, a conversation that needs to be respected. Keeping that conversation as open and vibrant as possible is more important than your business’s tawdry ambitions, he says. (I am not just paraphrasing here, but entirely putting words in his mouth.) If your business wants to engage with it — and not every business has to, he says — then it should be engaged with by actual people, with actual names, actual interests, and actual personalities. Completely transparently, of course.
Great teaching, great examples, plus Michael’s hilarious. [Michael on twitter]
A few days ago I pointed to Elizabeth ‘s thread at Reddit where she engaged with the public in a way that everyone who manages customer support, PR, or marketing ought to learn from.
Today, Amanda Palmer posted about her current Kickstarter project, which has raised $855,000 with eight days yet to run. Her goal was $100,000…except in her post she responds with complete frankness (she’s AFP, after all) about what her real expectations were. The post is both an explanation and a demonstration of how musicians and theandir audiences can love and support each other.
A user who goes by the name Loyal2nes (NES = Nintendo gaming platform) had a problem: the game Civilization 4 kept crashing. So s/he posted about it on the game maker’s customer support site. Two days later, a customer support agent, Alexis L, replied that the problem is that Loyal2nes’s device only has 4096mb of RAM, whereas it needs at least 2 gigabytes. Unfortunately, Alexis did not understand that 4096 megabytes is the same as 4 gigabytes. Ooops.
Loyal2nes posted a screencapture of the exchange under a sarcastic headline, and opened up a thread about it at Reddit, where it climbed to the front page.
And the top-voted comment among the 460+ comments is from the Reddit user dahanese. Here’s her response:
Hey Loyal -
I’m Elizabeth Tobey and I’m the head of customer service – first off, I want to apologize because that’s a pretty embarrassing mistake. Secondly, I want to let you know I’m reopening your ticket and escalating it up. Chances are, I won’t get a response from the team who can help test out tonight and we’ll have a bit more back and forth in the coming days to try and troubleshoot the issue, but I promise I won’t tell you 4096MB is under spec and close your ticket.
Let me know if you have more questions now (although we can use the Support system and not reddit if you want!)
It doesn’t end there, though. Elizabeth stays with the thread as it expands and diverges. She’s frank, funny, and, as the thread continues, makes it clear that she’s not an interloper at Reddit. In fact, she’s been a Redditor (participant) for a while, participating in the threads that interest her. Often those threads are about gaming, but she also comments on ther serendipitous topics that make Reddit so much fun.
So, what’s so right about how Elizabeth handled this?
Her reply was frank, helpful, non-defensive, and understood the customer’s point of view
She identified herself by name and position
She exhibited a genuine interest in the overall thread, not simply in patching up a problem
She was speaking for 2K but very clearly also as herself and in her own voice
She spoke in a way that did not just serve her employer but, more importantly, served the conversation
She was already a member of the community — an enabler for the rest of this list
The only thing that could have made this a better example of how customer support and public relations is changing would be if Elizabeth were not the head of Customer Support but was an empowered customer support rep. But all the other main themes are there. Clear as day.
Tagged with: cluetrain
• customer support
Date: May 23rd, 2012 dw
An indie movie launching in September is holding a contest to find four songs for four scenes that need musical backing.
The movie is We Made This Movie from Rob Burnett and Jon Beckerman (creators of the TV show Ed; Rob is the Late Night with David Letterman producer). Because of the theme of the movie, they had the trailer produced by a high school student.
(Disclosure: I am an informal (= unpaid) marketing advisor to the project. I am also a Rob Burnett fanboy.)
Tagged with: movies
Date: April 29th, 2012 dw
Valdis Krebs has posted a map of books that Amazon says people who bought 2b2k also bought, and then the web of books that are one degree away from those books.
It’s interesting to parse as you try to discern what the shared interests are. And I’m surprised that Amazon hasn’t picked up on it as a way to sell more books, and that publishers haven’t picked up on it to understand their market better.
In any case, thanks, Valdis!
Brian Millar has a brief article in FastCompany about his company’s strategy of consulting “extreme customers” to get insight into existing products and ideas for new ones. He writes, “You can learn a lot about mobile phones by talking to a power user. You can learn even more by talking to somebody who’s deliberately never bought one.” And
We recently worked with some Brazilian transsexuals on hair-removal products, looking at ways of making the process less painful. I can assure you, we had their full attention. Some are still sending us ideas.
It’s a great illustration of the fact that innovation tends to come from the intersection of orthogonal streets.
I’ve got a post at the Harvard Business Review site about what I’m calling (not too seriously) The Gettysburg Principles. The point is that you can keep your customers buying from you if your business is of your customers, by your customers, and for your customers. “Of” means that your business is made up of people like your customers. “By” means that your customers are contributing to the creation of your product. “For” your customers means you put them first. These three terms give a handy way of analyzing why customers stick with some businesses even if they have to pay a bit more or make some other adjustments.
Anyway, there’s more over at HBR…
Tagged with: business
Date: March 28th, 2012 dw
Julianne Chatelain investigates why Rich Berlew’s Kickstarter project became one of the top ten of all time, and the #1 in the creative category. She provides a concise, insightful look at why user experience counts for a lot, even when you’re supposedly just making a business proposal: give me $57,750 and I’ll reprint one of my “Order of the Stick” web-comic compilations. Berlew received $400,000 in the first 12 days.
Tagged with: kickstarter
Date: February 6th, 2012 dw
It used to be that on my birthday I’d get untouched-by-humans birthday wishes from my dentist’s firm and perhaps a local car company and real estate agent. Now I get them from sites I once age-verified for (gaming sites, not porn, fellas), a Prius forum, a diabetes forum, and — one level of abstraction up — from Xing itself.
If these groups are going to issue pro forma birthday wishes, I think they ought to be required to hire someone who has to sit there and actually think warmly about each person before pressing the “send” button.
And then, as a special birthday present, keep your stupid marketing messages to yourself.
Tagged with: birthday
Date: November 8th, 2011 dw
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