Trust in User Generated Content: Youth Say Yes, Adults Say No

Forrester has released a new study that says that although three fourths of on line adults  access user generated content their confidence in the content is declining; conversely, the over 90% of on line youth that access user generated content indicate that their trust in the content is increasing. Forrester’s report on Social Computing concluded… Continue reading Trust in User Generated Content: Youth Say Yes, Adults Say No

Blog Stalking Parents…Fair Game?

The Weekend Journal has an article about yet another innovative way to join the blogosphere, spying on your children. Big Mother is Watching (available by subscription) tells of a mother (unfortunately working "outside the home" as a marketing consultant….giving marketing consultants and mothers a bad name) who caught her daughter behaving badly by monitoring her… Continue reading Blog Stalking Parents…Fair Game?

Expectation and Customer Experience

This post has two purposes. The first is to discuss expectation and our overall customer experience as determined by customer service or tech support. Probably that is the experience you are expecting based upon the title.  The second, is to test what I have now called, the Mystery of the Technorati Tags.  The Technorati Tag… Continue reading Expectation and Customer Experience


Typepad has become the source of dissatisfaction for many bloggers lately…and the subject of many blog posts that express the dissatisfaction. Business Blog Consulting has three such posts which highlight the problems and offer positive suggestions including a “business class” of service and limiting new subscribers until the infrastructure can support it. I believe they are promoting with a buy one give one offer…why promote a flawed product? I think they should consider ending promotional offers and closing subscriptions and fix the issues.

Empathy 101

This morning’s WSJ had an article titled “Teaching Doctor’s To Be Nicer”…OK, so the point is customer service, customer relationships, customer experience. Yes, I think it applies to doctors, also. I also think most doctors don’t view their patients as customers. However, if medical schools are offering courses in “professionalism, empathy, and communication skills” someone must be thinking in this direction.