Further to that last post. It's great that Forrester is applying increasing attention to the area of customer reference programs. The more science that is available to evidence ROI, or to document and validate good and bad practice can only be of Read More

Bill Lee - aka Mr Customer Reference Forum - asked me for guidance to pass on to a member seeking to rebuild their customer success stories web site. I passed back some quick views and opinions.   Thinking this might be of interest to others, Read More

              A story from Ad Age in the US highlights an area where the UK is moving ahead of America. From May 26th it will become illegal for marketers and their agencies to seed positive references Read More

ComScore reckons Google is losing its lustre. Apparently Facebook frenzy has topped out and is slip sliding downhill. While investor Roger Ehrenberg worries about the lack of a strategy for monetization of audiences in social networks. Alternatively, Read More

This BusinessWeek article relates that Jason Knight, CEO of web start up Wesabe is available to speak to customers for four hours every day. He gets three or four calls a day directed from a link on the Wesabe home page. That's from a user base of 100,000 Read More

This is a topic I'm discussing a lot at present. Mostly it is around the intersection of community building to foster dialogue and relationships, and then engaging those customers as advocates in the sales process. Recently we have been advising Read More

Nielsen completed a global survey - 26,000+ consumers in 47 markets - which has confirmed that consumers place the greatest trust in... recommendations from other consumers. Well, we all knew that, but its good to have some more confirmation. More interesting Read More