Jeff Nolan
Jeff is VP Product Marketing at Get Satisfaction; more than 50,000 companies use Get Satisfaction to power a better company-customer experience. Jeff is a former venture capitalist with wide ranging experience in enterprise software, consumer applications, Social CRM, and media markets.
Hitching Your Boat to Customer Advocacy
I recently wrote about how McDonald’s and RIM had flamed out with their #hashtag campaigns on Twitter. Not pretty. However, I admit that I am somewhat conflicted about this because I completely subscribe to the notion that customer advocacy will drive successful companies to sustainable competitive leadership. Gone are the days when a company could [...]
Facebook IPO Lessons
Like most people, I had the opportunity to review Facebook’s IPO filing yesterday and admit that, like Apple’s recent earnings announcement, this is pretty damn impressive. Here are a couple of lessons worth reinforcing: 1) People’s view of what is normal and acceptable in emergent online activities is constantly evolving. What Facebook deserves a lot [...]
The Creeping Utility of Camera Phones
I remember the first time I saw someone take a picture of a whiteboard, thinking at the time how clever it was but also how it rendered the expensive whiteboard printing devices we had utterly useless by comparison. Over the years the creeping utility of the camera phone has permeated so many aspects of my [...]
What is Gamification?
Gamification… the buzzword is all the rage and one thing I can’t help but observe is that it means different things to everyone you talk with, even though the core concept of creating incentives for users of an app or service to do specific tasks is pretty well accepted. Here’s what the functional breakdown means [...]
2012 Predictions
It’s the time of year when predictions are thrown out left and right, so in keeping with the spirit I have put together a list of things I would like to see happen in the year ahead. The Business of Social Networks: We have seen a coalescing of business models form around social networks and [...]
Freemium Mechanics
I read an interesting blog post by Ruben Gamez titled Why Free Plans Don’t Work. If you are interested in freemium business models or any of the variations on the theme, this is well worth reading however I take issue with a couple of points. First and foremost, Gamez uses a statistics breakdown (in %) [...]
Communication Shapeshifting, the USPS, and Atos Banning Email
I read this morning (and heard on the news while driving in) that the USPS is asking Congress to let it relax the requirements for first class mail delivery. Aside from the obvious observation that the USPS being tethered to Congress is in no small part a factor in their deteriorating financial condition, the other [...]
Forrester: Enterprise Social Software Market Sizing
Forrester recently released a report that, among other things, forecast the size of the enterprise social software market to grow to $6.4b in 2016. Here is a link to the original publication, however a summary of the research can be found here. I tend to follow these markets and research like this is interesting to [...]
Playing With Fire
I’ve had the Kindle Fire for a few days now and here are my impressions: The software layer that Amazon built on top of Android is smart and efficient. Not only does the interface hide the icon laden desktop that default Android features, but it serves the higher function goal of nicely integrating Amazon services [...]
Get Satisfaction Wins CRM Idol!
I will apologize in advance for the length of this post… there is a lot to write about the journey. Back in April I read on Paul Greenberg’s ZDNet column that he was organizing a competition called CRM Idol for companies in the social CRM market space. He had pulled together an impressive roster of [...]
