[I’m Reading] The not-so-quaint charm of the email newsletter

Posts with the label [I’m Reading] will be about articles I’m finding interesting. I often find things interesting even when I completely disagree with them. No lawyers approved this message. If you’ve spent more than 5 or so minutes with me over the past couple of months, odds are very high that you’d have heard […]

Read Post

[I’m Reading] Why do so many of us delight in “delightful” now?

Posts with the label [I’m Reading] will be about articles I’m finding interesting. I often find things interesting even when I completely disagree with them. No lawyers approved this message. Presented without comment 🙂 “Delightful” is different. It’s a word that explains itself, fully and efficiently. Instead of “This is awesome because X,” you get, […]

Read Post

[I’m Reading] ‘customer service in the social media era needs to be radically decentralized’

Posts with the label [I’m Reading] will be about articles I’m finding interesting. I often find things interesting even when I completely disagree with them. No lawyers approved this message. Further to this reflection on social proof and disgruntled customers, a timely piece over at the WSJ’s Accelerators blog. Their audience is startups and smaller […]

Read Post

‘Every little bit of friction is another subscriber lost’

One of the newish marketing buzzwords is “social proof”, which describes the phenomenon – amplified by social media channels – of your customers and audience acting as your evangelists (or naysayers) and thereby affecting the purchasing decisions of their circles of influence. My twin focus on “reducing friction” and “creating delight” reflects in part the […]

Read Post

[I’m Reading] Try Everything

Posts with the label [I’m Reading] will be about articles I’m finding interesting. I often find things interesting even when I completely disagree with them. No lawyers approved this message. The topic du jour among media pundits and pontificators: the new Glenn Greenwald venture, backed by the considerably deep-pocketed Pierre Omidyar. The best commentary I’ve […]

Read Post

[I’m Reading] Why wasn’t I consulted (or, the web is a customer service medium)

Posts with the label [I’m Reading] will be about articles I’m finding interesting. I often find things interesting even when I completely disagree with them. No lawyers approved this message. One of my all-time favourite pieces of writing about the web is by Paul Ford (perhaps better known as @ftrain). It is so good you […]

Read Post

Don’t be creepy. Repeat: don’t be creepy.

I subscribe to a lot of email lists (if you don’t know this yet, you soon will: I am obsessed with email), and earlier today I was dismayed to see this snippet included in the latest newsletter from one of my favourite sources: We’ve noticed that you’re reading this content, but not sharing it. Have […]

Read Post

[I’m Reading] Dealing with freeloaders

Posts with the label [I’m Reading] will be about articles I’m finding interesting. I often find things interesting even when I completely disagree with them. No lawyers approved this message. Here’s how Philip Kaplan’s music distribution service deals with users who get ‘free’ access by creating bogus accounts for referral credits: It’s possible some of […]

Read Post

[I’m Reading] Comments <> Engagement

Posts with the label [I’m Reading] will be about articles I’m finding interesting. I often find things interesting even when I completely disagree with them. This is from a thoughtful post from the 37Signals team on the challenges, opportunities and limitations of comments, commenters and commenting: “Engagement” has less to do with the number of […]

Read Post

[SQAS] The Times of London on why events (+ offline communities) are awesome for retention

Posts labelled [SQAS] (as in Stats, Quotes, Anecdotes, Snippets) will feature nuggets of information and insight. These are the kinds of things I save in Evernote because I’m a digital hoarder because they make for great bullet points in presentations and quality soundbites. Source: Hitting the paywall: can social drive traffic to subscriber-only sites? | […]

Read Post