Attention Digital http://attentiondigital.com Most recent posts at Attention Digital posterous.com Sun, 24 Jan 2010 19:42:50 -0800 Human aggregators of the web http://attentiondigital.com/human-aggregators-of-the-web http://attentiondigital.com/human-aggregators-of-the-web "We are all human aggregators now," says Nick Bilton from the New York Times. While I'm sure he was simply trying to make his point stand out, it's important for heavy social media users to keep in mind that our behavior is not the norm. There is, however, definitely a gradual increase in the amount of effort people are putting into information sharing. The latest research from Forrester and Altimeter Group confirms this. Forrester claims that 24% of us are now creators, 33% of us are conversationalists, and 20% of us are collectors. If you add those up, you reach about 75% of the web crowd who have fully adopted social technology. This can be summed up as "most of us", but it's certainly not all of us. To compare, a couple years ago conversationalists weren't even recognized on the social ladder while creators were at 13% and collectors at 15%. Altimeter Group's latest findings also suggest about 60% of us are sharing information to "support others" and "demonstrate knowledge". This got me thinking about why I collect and share the most interesting things I come across (online through Facebook/Twitter/IM/Blog and offline through word-of-mouth).

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These 3 reasons are also why I enjoy the serendipitous nature of social networks most and have a great level of respect for others who are great aggregators, curators, and conversationalists. It's also the reason why sites like Digg and Buzzfeed along with Twitter will continue to be relevant and evolve at helping us filter the web. Update: A good excerpt from @ivanovitch's post titled "Getting Past Viral" over at Big Spaceship's Think blog:
People share things for their own reasons, not ours. When consumers tell friends about a brand, they’re not trying to help the brand; they’re trying to help their friends. At the same time, they’re also making a statement about themselves and the recipient: “I want you to understand that I found this interesting, and believe you will too.” When we want consumers to share things, we need to focus on understanding and supporting their motives, rather than pretending consumers can be convinced to do something for our benefit.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Tue, 29 Dec 2009 19:25:44 -0800 App Store to reach 1 billion apps? http://attentiondigital.com/app-store-to-reach-1-billion-apps http://attentiondigital.com/app-store-to-reach-1-billion-apps How will the app store differ when it reaches 300,000 or say an unrealistic 1 biiiillion apps vs. the current 100,000? Will we see a large increase in the average number of apps being used per iPhone/iTouch? I don't think so. For every new app I download and plan to keep, I usually delete one I'm not using. Let's call this the LIGO method of app management or Latest In, Garbage Out. The average usage difference between the apps I use daily (5-10) and the remaining apps (50+) is huge. I'm guessing that's true for most people and won't change no matter how many apps become available.

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(Photo credit: gnta's photostream)

My obsessive app prioritizing is probably not the norm - I'm sure there are many people who just keep accumulating apps until they reach the 9 screen max. Either way, your organization behavior with apps is most likely very similar to how you manage blog subscriptions, your desktop, people you follow on Twitter, etc. Let's not forget about the problems that start to arise when you have too many apps on your iPhone including: slower performance and freezing, too many app updates, low memory, and decreasing battery life (steady improvements to hardware/software may address some of these issues). On the other end, Apple will have to keep hiring more people to try and keep the app store clean. As long as the quality of apps increases and Apple continues to manage the app store effectively, I'm all for the rapid growth. And the rapid growth will continue as long as we keep seeing success stories from the developers themselves who are increasingly starting to reveal sales figures. I also wonder if Apple should phase out featured apps completely (but keep Top lists) similar to how Twitter hopes to abandon its suggested users list. In the future, I hope to see them make less "App Store breaks 200,000 apps" announcements and more announcements about improvements to the app store. The other major players like Google should also focus on designing a better app marketplace, then maybe people won't care as much about them always being behind in total number of available apps.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Fri, 11 Dec 2009 00:33:24 -0800 Online fun: better include my friends http://attentiondigital.com/online-fun-better-include-my-friends http://attentiondigital.com/online-fun-better-include-my-friends The obvious: there's a rapid rise in social gaming along with social network integration within almost anything fun we're doing online. When we play offline, it usually involves our closest friends so it's not surprising the same is becoming true online. What surprises me is the fact that major brands haven't really been too aggressive in experimenting with social games and simple, fun apps. Of course that will change soon, but hopefully only if it makes sense for the brand. If they aim to target a younger audience, I think a branded social game can be a very powerful marketing effort based on the success stories we've seen so far. This quote from a recent article in Ad Age sums it up nicely:
While the heavy gamers remain highly serious and addicted to games, we've begun to see another emerging, and even larger, market -- casual gamers who are into social networking. They visit gaming sites during their lunch break for a shoot-out, for instance, or for a fun break at night or on weekends. This changing demographic is opening a wider opportunity for marketers who should definitely look into gaming as an area of growth potential for communicating their brands.
And two more quote's from the Three Minds blog:
If customer engagement and social relevance are the new holy grails of marketing then designing for play should be put on the agenda of all marketers. The fact that gaming is still unexpected is an opportunity to surprise and delight your audience.
Below, I wanted to highlight some of the examples that came to mind since social games/apps and other miscellaneous fun social sites started gaining traction. I've included some general usage stats and pointed out what made them social.

OMGPOP

For those unfamiliar with OMGPOP (formally called iminlikewithyou), it has been around for a couple years now and growth isn't slowing. It can be highly addictive and judging by the chat rooms, it seems to be most popular among teens. Teen or not, I think some of their most popular games such as Draw My Thing and Balloono can appeal to anyone. They've made it extremely easy to invite friends to instant matches which is one of my favorite features (no sign-up required).

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The stats:
  • Balloono has been played over 106 million times which amounts to nearly 3 million hours
  • Blockes has been played over over 52 million times which amounts to nearly 2 million hours
What makes it social:
  • Private games w/ unique invitation links to invite friends through AIM, Facebook, and Twitter
  • Quickly join live multiplayer games, make friends by randomly challenging them
  • See which friends are playing after logging in & join their games

JibJab

You've probably seen these videos or eCards pop up in your Facebook news feed or at least read about JibJab on TechCrunch. Sure they're a bit cheesy but there's no denying people love to create and share these with their closest friends.

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The stats:
  • 6 million registered users, over 100 million visits/yr (source)
  • Gained 1.5 million users through Facebook in 5 months (source)
  • 80% of new users are now signing up using Facebook connect
What makes it social:
  • Taps into Facebook to remind you of friends' birthdays for eCards
  • Import Facebook photos to easily customize videos to share

Fishville

Plenty has been said about all the very popular Zynga games. I recently decided to give Fishville a try instead of Farmville and Mike Arrington is not lying, it's very easy to get hooked (which shouldn't surprise you). Jason Calicanis has said "they have figured out what’s addictive about social games. And what do we like about playing games? It’s playing games with other people."

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The stats:
  • 25 million monthly active users and growing (source)
  • Zynga sees revenues of $50 million in 2008 from sales of virtual goods (source)
What makes it social:
  • Become neighbors with your Facebook friends playing Fishville (like most Zynga games) plus incentives for helping them out and sending free gifts
  • Frequent news feed publishing if user allows it

Parking Wars

I had to include Parking Wars which is probably still the best example of a branded social game to live on Facebook by A&E.

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The stats:
  • 66,905 monthly active users but declining (down from 110k)
  • 400,000 people signed up in the first two months (source)
What makes it social:
  • Adding more friends gives you more places to park
Other notable Facebook apps: Pet Society, Scrabble, Mafia Wars, Flixster Movies, Social Interview, Friends Exposed, etc.

I Am T-Pain

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The stats:
  • Users have created over 10.2 million recordings (source)
  • 300,000 downloads after 3 weeks w/ average time spent in app being 66 minutes (source)
  • During it's most popular time period, was receiving 10,000 downloads a day (source)
What makes it social:
  • Basic posting to Facebook Wall or Myspace profile
  • Demoing sure to get friends wanting to try it themselves

Tap Tap Revenge

There's no denying Tapulous is leading the way when it comes to social iPhone apps.

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The stats:
  • Downloaded by 1 out of every 3 iPhone/iTouch owner
  • 500,000 paid app downloads, over 6 million users (source)
What makes it social:
  • Challenge and battle friends online or real life 2 player mode
  • Now including messages, integrated chat, and rich profiles
Other notable iPhone apps: Words with Friends, Foursquare, Live Poker, Who Has The Biggest Brain, VW GTI, Moron Test, etc.

Modern Warfare 2

Gaming consoles made huge improvements several years ago with the most recent generation releases but it's not until now we are starting to see the next phase of social features.

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The stats:
  • 7 million copies sold on day one (source), $550 millions in sales first 5 days (source)
  • 8 million online players within the first five days (source)
What makes it social:
  • Instant online play with logged on friends
  • Link your gamertag to Facebook profile
Other notable gaming console/handheld games: Animal Crossing, Halo, and basically any other game with online multiplayer mode.

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Most brands probably wouldn't be creating their own console games like Burger King, but they need to keep in mind how hard it is to reach hardcore gamers. Some of my old work friends spend most of their spare time playing games like Modern Warfare. Social gaming sites and Facebook apps are threatening multiplayer sites like Big Fish Games, Pogo, Addicting Games, Candy Stand, and Yahoo! Games and casual games in general. I've also been wondering why peer-to-peer iPhone games over Bluetooth have not really taken off (some examples). For much more in-depth and daily news only on social gaming, definitely check out the Inside Social Games blog.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Sat, 31 Oct 2009 00:36:01 -0700 How I bookmark the internet http://attentiondigital.com/how-i-bookmark-the-internet http://attentiondigital.com/how-i-bookmark-the-internet I think bookmarking can be an art. Since there are always new web services and desktop apps being released to help people manage information online, it's an always evolving process. I frequently spend my spare time browsing the web to stay up to date on the topics I care about and without bookmarking I'd feel completely lost. More importantly, I'm constantly adjusting the news sources that I subscribe to on Twitter, Netvibes, and via email to keep things manageable (I support information environmentalism). For example, I used to subscribe to TechCrunch by email and follow Mashable on Twitter. I unsubscribed to both because it was simply too much to keep up with and found I usually stumbled on the most of the important articles from there anyway. Here is what my bookmarking habit currently looks like:

Safari

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My Safari bookmarks are probably the least updated. The Bookmarks Bar organizes the sites I most frequently visit (forums, personal accounts, social networks, etc.) and the many subfolders I have such as Social Web, Blog, Cars, Apple, Web Dev, Work, and Misc organize all the sites I want to keep handy.

Twitter

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I follow a lot of people who share interesting things. That little star next to every tweet may not get a lot of use from most people but for me it's used to bookmark tweets I want to check out later. My favorites usually include blog posts, articles, video's, and the occasional good quote.

Instapaper

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Love Instapaper. I now use it daily when it comes to long blog posts or articles that I can read during down time. I save these to Instapaper using the site or the incredibly easy Safari/iPhone bookmarklet. Because of the ease of use, Instapaper has quickly become one of my most used iPhone apps while commuting. Syncing is usually flawless and cool app features like auto-tilting and several sharing options make it miles ahead of most of the other popular News related apps.

Delicious

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I use Delicious (lie a lot of people) for articles that I've read once then want to save and possibly refer to later. I think it's too time consuming to try and include descriptions so I stick to relevant tags which help me easily filter my 900+ bookmarks. Sometimes I bookmark 5-10 articles a day, and sometimes my account is dry for days. What you find here will typically double-up with my Twitter and Instapaper bookmarks.

Other Thoughts

Of course, there is no right or wrong technique when it comes to bookmarking but I find this system works well for me. So how does all of this relate to marketing a new site or content online? Marketers :: most social media strategies right now focus on trying to get more Diggs, Facebook fans, and Twitter followers. Some Twitter apps like Tweetie are now including an easy way to see other people's favorites, so I think it will slowly become a more popular way for users to discover new content. I usually keep a close eye on who's bookmarking my blog posts on Delicious and I don't see why any brand or blog wouldn't do the same. Just like Quantcast and Compete, Delicious can also be used to gauge popularity of any site (Ex. TechCrunch vs. Mashable or Apple vs. Microsoft). Publishers :: although an app like Instapaper still has a small user base, it should be on your radar. In the same way the DVR has disrupted TV, apps like Instapaper that get rid of ads and place all the content on one page instead of 6 will continue to gain in popularity. The most frequently bookmarked articles on Instapaper and Delicious are also great places to get a sense of what people are reading and sharing online. Any publisher on Twitter can also see who's favoring their tweets using Favstar.fm.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Mon, 28 Sep 2009 05:59:15 -0700 Proof that it's the year of mobile http://attentiondigital.com/proof-that-its-the-year-of-mobile http://attentiondigital.com/proof-that-its-the-year-of-mobile Yes, that's sarcasm in the title. Here's the latest: over 85,000 iPhone apps available, 10,000 apps for Android devices, 80 for Palm, and who knows how many for BlackBerry (update: someone heard me, it's 2,500 apps). As of right now, there isn't a Brands category in any of these app stores and I don't foresee that ever happening (wouldn't really make sense anyway). As more big brands release mobile apps, it's becoming harder to keep track of who is doing what.

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So I created a Google spreadsheet to try and organize all these apps in one place. I've decided to only focus on the iPhone for now, but should be moving on to the rest soon if there is interest. I'm also probably missing a lot of apps right now but this will, of course, be an ongoing (and hopefully collaborative) effort.

CLICK HERE TO VIEW THE GOOGLE SPREADSHEET

Some trends

  1. Out of the 200+ apps listed so far, only about 15 have an average rating of 4 stars or better
  2. AndroLib shows 64% of all Android apps are rated 4 stars or better. Are branded apps in general worse or just on the iPhone? As soon as I build the Android list, we should have a better idea
  3. In general, it's pretty obvious the total number of ratings should be a good indicator of the apps overall popularity (not downloads)
  4. The biggest category by far is Lifestyle, News being the second
  5. Brands are consistently improving apps because I rarely noticed an average overall rating that was lower than the latest version's rating
  6. Not surprisingly, free dominates branded apps (about 90%)
  7. Top 5 most rated apps: Facebook, Zippo, Barclaycard, Weather Channel, and Google
Update: Steve Smith from MediaPost's Mobile Insider wrote a great article titled Your Brand App Hit Parade that references my spreadsheet. Make sure to check it out if you didn't come from there. Please let me know what branded apps are missing by using this form or send me a reply on Twitter @jsmakr with the brand/app name.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Fri, 18 Sep 2009 02:34:12 -0700 Suggested users by @jsmakr http://attentiondigital.com/suggested-users-by-jsmakr http://attentiondigital.com/suggested-users-by-jsmakr

It's obvious Twitter's suggested user feature is not so great because it knows nothing about your interests. Below is a list of people I currently enjoy following because they have many years of experience in the digital marketing, advertising, social media, and mobile industries (all

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'd by me). If you have similar interests, you should be following them too.

Check it out and maybe create a list of your own. If you do, please send me the link or consider tagging it with the hashtag #mysuggested. It doesn't matter what day you do it.

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In no particular order: @dberkowitz - Senior Dir, Emerging Media & Innovation at 360i @Malbonnington - Managing Partner @BBHLabs @paulisakson - Head of Strategy at space150 @spikejones - Chief Firestarter at Brains on Fire @bogusky - Chairman of CP+B @flytip - VP, Executive Creative Director at R/GA @workforfood - Associate Creative Director at R/GA @Shivsingh - VP & Global Social Media Lead at Razorfish @Steffan1 - Chairman and Chief Creative Officer, Euro RSCG Chicago @bud_caddell - Strategist at Undercurrent @mikearauz - Strategist at Undercurrent @colindrummond - Cultural + Business Insights Dept at CP+B @eyecube - Global Director, Account Management at Taylor PR @lynneluvah - Director, Social Media at FastCompany.com but will soon be Senior VP Social Media, The Advertising Research Foundation @IanSohn - SVP, Marketing and 360° Digital Influence at Ogilvy PR @bastholm - Chief Digital Creative Officer at Ogilvy @heyitsnoah - Head of Planning and Strategy, The Barbarian Group @faris - EVP Chief Technology Strategist at McCann Erickson @scottfrog - Chief Executive of StrawberryFrog @awolk - Blogger, Creative Strategist, Consultant @Armano - Senior Partner at Dachis Group @jowyang - Partner, Altimeter Group @dmklee - Executive Creative Director at TBWA\Digital Arts @its_amber - Dir of Digital Strategy, Naked Communications @rachelpasqua - Dir of Strategy, Emerging Technologies at iCrossing Just a handful of the agency accounts that I currently follow and find very interesting: @BBHLabs, @Wexley, @RGA, @BrainsOnFire, @AgencyNil, @razorfishee, @bigspaceship, @firstborn_nyc, @NakedNY, @ogilvydigital, @hillholliday, @booneoakley, @modernista, and of course where I currently freelance @mslworldwide And don't forget about:

@AdweekDotCom, @tweetfreakblog, @adage, and @agencyspy

I haven't been a huge fan of Follow Friday lately because 140 characters simply isn't enough. Many people send out several tweets in a row with just @usernames - who actually clicks through to each? In a blog post, you have the freedom to include as much info as you want and you can update it as often as you want as things change.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Mon, 14 Sep 2009 16:05:48 -0700 6 CEO apologies on YouTube http://attentiondigital.com/6-ceo-apologies-on-youtube-Dirqy http://attentiondigital.com/6-ceo-apologies-on-youtube-Dirqy YouTube has had many unexpected uses through the years, but I don't think anyone could have predicted it would be used for public CEO apologies. Who wouldn't agree that it's one of the many great ways for a major brand to respond quickly to negative PR online? Below are 5 (update: now 6, thanks Consumerist) CEO video apologies that I found on YouTube after doing a quick search. A couple of these examples were also mentioned in more detail in a book called Tactical Transparency (pg. 100-104), which is what led to this post.

Domino's

In case you haven't already heard, this video was posted shortly after a unappetizing video was posted by two store employees which quickly went viraaaaaal and led to a PR crisis for Domino's. The apology by CEO Patrick Doyle currently has 754k views, which is by far the most out of all these examples.

JetBlue

The second largest number of views (currently at 361k) belongs to a video posted by JetBlue's former CEO David Neeleman after the company had a very bad week. This apology mostly got positive responses because it seemed to be the most genuine and unscripted. This apology letter was also posted on the their website.

KFC

KFC President Roger Eaton had to try and calm people down after a free meal coupon was promoted on Oprah and things quickly got out of hand. The original apology video has been removed since then and KFC did a really good job of making sure the it was off the internet (please let me know if you find it). Since I cannot embed the video, here is a screenshot instead:

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Mattel

It wouldn't be a toy company if they didn't have to recall their toys at one point in time. Unfortunately for Mattel it was three recalls in just four weeks. The original apology video by CEO Bob Eckert was also removed but this study on believability below highlights the original clip while showing the results of the study.

Maple Leaf Foods

Summary: a major food processing company that had to apologize for bacteria in their food products which actually lead to people dying. It has only received 74k views so far probably because it's the lowest profile brand out of these 5 but I'm still surprised because it seemed like a very serious health and PR case.

(Update) American Airlines

The Consumerist was kind enough to point out another apology that I missed from American Airlines' CEO Jim Goodwin. This one is short.

Other

Two honorable mentions which would have definitely made it to this list if they were also in the form of video apologies: Amazon's CEO Jeff Bezos apologizing after the remote deletion of Orwell's 1984 book from all Kindles and Motrin's ad targeted toward mom's that badly backfired. Instead all we got was this short message board post from Jeff Bezoz and a short written apology from Motrin posted on its website. Any others that I missed? Leave a comment or let me know on Twitter @jsmakr.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Tue, 08 Sep 2009 22:38:20 -0700 Mobile observations in Cairo & Istanbul http://attentiondigital.com/mobile-observations-in-cairo-and-istanbul-Fewij http://attentiondigital.com/mobile-observations-in-cairo-and-istanbul-Fewij I recently spent a week in Cairo and a week in Istanbul and I wanted to highlight a few of the things I noticed with current mobile trends in these two major middle eastern cities.

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.

Cairo

  • By far, most people carry Nokia but the latest models are rare.
  • Most people are on prepaid accounts: data usage is charged per KB and texts are charged per sent/received instead of having a monthly allowance so people are overall careful with their usage.
  • I used local provider Mobinil while there - 3G coverage was widely available and speeds were great (even around the pyramids).
  • The iPhone is available on two local carriers (with MMS support) but considered very expensive.
  • Somehow even though Egypt is still behind on widely available and affordable broadband internet access, most people are on Facebook and actively using it (mainly through mobile access). Minimal Twitter use as far as I could tell.

Istanbul

  • Same as Cairo: saw mostly Nokia handsets being carried, a majority of which are Nseries devices.
  • I used local provider Vodafone Turkey and got ZERO 3G coverage the entire week (even though customer support told me to make sure I turned on 3G in the settings during activation). This was around the entire city and even some areas outside of city center.
  • The iPhone also available in Turkey on two carriers but along with BlackBerry's not nearly as commonly used as here in the U.S.
  • Staying in a hostel, it was interesting to see everyone accessing Facebook & Gmail during downtime via laptops and sometimes their phone on the hostel's WiFi.

Other Tips

If you have a GSM phone, travel frequently, and like to stay connected I highly recommend you unlock your device and use local carries like I did. Besides the iPhone, I believe most carriers will help you unlock a phone before you travel. The fact that prepaid accounts are the norm here and in some foreign cities makes it very easy to walk into any major carrier's store once you arrive with your passport and within 10 minutes you have a newly activated SIM card. And you will avoid being charged "affordable" international roaming charges. When possible, just use Skype to make much cheaper international calls back home over WiFi (or 3G with some extra work on the iPhone). I honestly don't see the iPhone being a dominant device in Egypt and think it will take a while before it's big in Turkey. This recent Fast Company article highlights Nokia's efforts on how they plan to remain a leader in these global markets. What I witnessed in Cairo and Istanbul verified what I have always been hearing and reading about when it comes to their global dominance outside of the U.S.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Fri, 31 Jul 2009 14:48:56 -0700 Movements: social media optional http://attentiondigital.com/movements-social-media-optional http://attentiondigital.com/movements-social-media-optional I wanted to highlight some of the things that stood out to me while reading Lessons Learned in Igniting Word of Mouth Movements, a manifesto from Brains on Fire which is a very quick and insightful read. While I am a big fan of everything digital/social media, it was refreshing to come across something from a group of very smart marketing people which did not focus on it being the answer to everything.

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Let's start with:
We must approach our fans—our friends—on a level that gets to the root of shared passion. It’s not about the product—it’s what the product allows your customers to do. How it enhances their lives. (pg. 4)
Identifying and getting to know your customers and why they started using your product or service should be common sense for any business. Chances are they have valuable opinions and genuinely want to see you improve, but they just didn't want to participate in a one-way feedback method like a boring form or a survey which most people don't believe is taken seriously anyway.
Influence can be made - passion can’t. (pg. 5)
Sure people that have built big followings online can get your message out quicker, but that won't start a movement. It's easy for brands to get attracted to a marketing campaign that brings them lots of short-term PR attention. That may work for certain situations, but they should always be thinking about how they can start working on something more meaningful that will bring them long-term benefits. Although I haven't even owned a Volkswagen in 3 years, I am still a regular visitor and actively participate in a VW community I joined over 8 years ago (even before I bought my first car). Like most of the other members, I share a passion for all cars (not just VW's) which I why I still go back regularly. What I like about online forums is no matter how many posts or how long you've been a member, everyone is equally influential when they voice their opinion.
Companies are made up of people. And people are fallible. The ones that admit this win. (pg. 6)
The last time you saw a company admit to a mistake, did you think worse or better of them? My level of respect definitely goes up when I see a company is willing to admit to their mistakes and how they are actually learning from them to prevent them from happening again. A recent example of this was when Jeff Bezos from Amazon.com apologized right on the company's forums for a mistake that affected owners of a certain book that was taken off their Kindle's without permission. Take a look at all the positive feedback he got (even from unaffected customers).
As great as all the Twitters and Facebooks and MySpaces and blogs and message boards and digital do-dads are, they will never, ever replace the power of shaking someone’s hand, looking them in the eye, getting kindred spirits in the room (or better yet, at your brand’s Mecca), laughing together, getting a drink, sitting at the dinner table—whatever. (pg. 8)
This is an important reminder for brands and agencies to try and link their digital strategy back to the real world. If they are successful, that real life experience people will have with the brand and other passionate customers will go a long way. The same advice is true when it comes to job hunting as I was reminded after recently coming across this article in AdAge. I also agree with Dave Fleet how we sometimes become a little too obsessed with social media ROI.
Reward people with recognition. (pg. 9)
The idea here is that people would rather be recognized for being loyal and important to the brand rather than just be given material rewards. Some of my favorite brands are the ones that regularly perform small and simple customer appreciation gestures without even being asked, and not necessarily just refunds and free products. Virgin, Amazon, Apple, Zappos are just a few that have become known for this (although they certainly aren't perfect either). Small business entrepreneur's seem to be the most passionate when it comes to their own company's success and it's not surprising that I keep reading about more CEO's making time to interact directly with their customers - time that I'm sure they will always agree was well spent. People love recognition and that will never change.
An increase in sales is a byproduct of a movement. (pg. 9)
I am a big believer than nothing worthwhile ever comes easy and the same will always be true when thinking about a potential movement. Also check out this review on Conversation Age. Photo credit.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Fri, 10 Jul 2009 04:20:09 -0700 Drinkspiration should provide other major brands with mobilespiration http://attentiondigital.com/drinkspiration-should-provide-other-major-bra http://attentiondigital.com/drinkspiration-should-provide-other-major-bra This iPhone app from Absolut is very impressive. Drinkspiration was obviously carefully planned to try and take over the already crowded category of drink recommendation apps (most of which aren't even free). It was developed by a Swedish agency by the name of Great Works. Before you read further, watch the demo video if you haven't yet: Download it here (iTunes link). I personally paid for a few similar apps a while back and have since removed them because I found them confusing and they really didn't help me easily answer the big question, "What is a new drink I can order or make instead of the usual?" I'm pretty sure almost anybody that drinks and who isn't a bartender has this problem. Drinkspiration does a better job at helping you answer that question and at the same time it went above and beyond by adding several other social and location-based features which really sets it apart. The number one complaint we've been seeing lately from developers is the challenge of app exposure now that it's very crowded in every category. Until there are changes made, the most obvious answer to that question is to create something worthwhile for the user with unique features that are worth talking about. Of course that's easier said than done.

What Drinkspiration does right...

1. Useful functionality

This app solves that common problem among drinkers in several different ways. Some features also leverage the iPhone's built-in GPS and other available API's. The different options that are presented allow you to get drink suggestions based on things like your location, desired taste/color of the drink, the time of day, the weather, liquor type, glass type, and even the type of bar vibe.
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They also included two other unique options: see what other people are ordering in real-time across the world (I am 99% sure they got this idea from the popular Ocarina app but there is no harm in that) & recommend a drink by background volume (my favorite one that worked well when I tested it).

2. Well designed user interface

A must IMO for any iPhone app to be taken seriously.

3. Social network optimized

Linking to Twitter and Facebook worked as expected (except it got my location wrong but I don't think that's Absolut's fault). One small change I would make: the Facebook status should also be updated so it says "I just had an Old Vic" like it does on Twitter or else your friends will be probably be confused.
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I do like how they link all updates to absolutdrinks.com, the online version of the app where you can search, browse, and find more tips on how to mix the drinks.
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If only they would have figured out a way to hook up with the already popular Foursquare app, that would have put the app over the top.

4. Good app name

Drinking + finding the inspiration to try something new = Drinkspiration.

5. Free download

There might be a few other exceptions but for the most part, people won't bother paying for a clearly branded app. One of the exceptions might be paying for subscription based apps from magazines or newspapers that will have frequently updated content (and most likely replace a paper subscription).

Other Thoughts

Some of the early reviews for Drinkspiration on iTunes aren't so great but it looks like they are mainly from people who are pointing out some of the bugs that Absolut will likely fix with future versions. I did notice it crashed on me a few times but that's usually the case with a lot of the new and complex apps I try these days. Besides the iTunes store, the mentions on Twitter for Drinkspiration have been very good. I imagine that Absolut will create the same app for Android, Palm and maybe even BlackBerry sometime in the near future (Update: already plans to release an Android version as this article points out). They created an app that people will likely show off to friends at the bar which will lead to more downloads. There is a huge opportunity for a major beer company to create something similar for the beer category. I'm also wondering since Bluetooth enabled accessories will be a huge part of the iPhone market very soon if it would be possible for Absolut to develop an iPhone breathalyzer which would allow you to blow into it and display your blood alcohol level within the app. Let me know your thoughts on this or any other recent examples of branded apps which you thought were well-done. Some others that come to mind right now are Dunkin Donut's Dunkin Run, Oakley's Surf Report, Charmin's sponsored SitorSquat and Kraft's iFood.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Tue, 09 Jun 2009 02:46:10 -0700 Cool uses of tech in recent advertising http://attentiondigital.com/cool-uses-of-tech-in-recent-advertising http://attentiondigital.com/cool-uses-of-tech-in-recent-advertising I wanted to highlight some of the advertising efforts that have gotten attention recently because of their creative use of technology. Video games, bands, major brands, and ad agencies themselves are all coming up with new ways to get attention online while typically leveraging the most popular social networks. I placed the following examples into 4 categories: Social Media, Mobile, Interactive, and one honorable mention under Augmented Reality. Click on each example to check it out.

Social Media

The Protoype Experience

Prototype is a new game coming out (from Activision) on XBOX 360, PS3, and Windows. Sign in using your Facebook account, wait for it to load, and sit back and enjoy the game preview that's customized with some of your Facebook data. It's being described as the coolest use of Facebook Connect so far.

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TRVSDJAM Mixtape

Simply connect using your Twitter account, post the auto-generated message with the #trvsdjam hashtag, and you get to download the new mixtape free of charge. Coldplay also recently released a free live album, but instead of a tweet, they just wanted your email address. What's important to notice is how quickly good deals (especially free) have begun to spread now. Before it was mainly through forums, email, and instant messages, but now social networks are increasingly becoming the way most people share deals online. It shouldn't surprise you that this resulted in tons of links on Twitter and the hashtag #trvsdjam showing up in the trending topics for several hours. This also reminded me of another recent effort when Crank tried to take over your Facebook status. Advertisers have to be careful with this approach. Unless there is enough value in it for the consumer, the backlash against a campaign being considered spam can be brutal with the online crowd.

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BooneOakley YouTube Home Page

Although this example is not advertising a product or service, it's a genius way of an agency being creative with their own online home. Plenty has been said about this already but it's a must see if you have not come across it yet. This is my new favorite agency website at the moment with a close second being Wexley School for Girls.

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Quicksilver's The Spot

I think they got this idea from the Honda Insight Let It Shine video on Vimeo, but that's not important. This Quicksilver video got my attention (for long enough) to see that it ends with a skateboard being thrown at the screen. The shattering glass effect then shakes the browser window a few times which I had never seen before. I'll take a shaking browser window over an auto-maximizing one any day.

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Old Navy Supermodelquins

These Old Navy Twitter accounts might have been setup a while ago but I found out about them only after recently attending the Crispin Porter + Bogusky Digital Peepshow here in NY. Instead of just creating a general Old Navy Twitter account to push out deals and news, CP+B decided to take a different approach and created several accounts for the fictional store mannequins that are also featured in the latest TV ads. During the presentation, they mentioned Alex Bogusky does most of the tweeting for these accounts himself which I thought was very interesting :) I'm now following all of them, it's like a comedic drama that takes place in my Twitter stream.

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So lots of creative stuff being done with Twitter and Facebook. I don't think that will slow down anytime soon since these are the two social networks where people spend the most amount of time right now. The introduction of Facebook Connect and Twitter OAuth has made it possible for digital agencies and brand marketers to create experiences like these instead of just the usual fan page or brand account.

Mobile

Digital iPhone controlled Ads

Although this idea is not something completely new, it's the first I've seen with the iPhone. I don't think many people will take the time to engage with these ads unless there is something in it for them (coupon, exclusive preview of product, etc). The linked article mentions "digital outdoor" but the ideal location for these types of ads will be indoor shopping malls. CBS has partnered with Westfield Shopping Centers so you should start to see these pop up soon at your local shopping mall. One example of something similar to this was done as part of a campaign for NikeID in Times Square as Richard Ting, Executive Creative Director at R/GA pointed out to me. It also shouldn't be long before more events and conferences create these types of setups allow people to play games or interact with live product demos.

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Nissan Cube Accessorizer

Nissan created this iPhone app which lets you customize and build your own Nissan Cube. Essentially the same thing you could do online but now on your iPhone. What the app is missing is a way to share your customized Cube with friends or through Facebook once it's customized. There isn't even a way to save your car to bring in to a local dealer and order the exact configuration. Unfortunately, no matter how I customized it, I still couldn't get it to even look somewhat decent. iTunes direct link is here.

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Gillette uArt

I wouldn't consider this a cool app but I wanted to mention it anyway. I downloaded the new Gillette iPhone app uArt because I thought it would be fun to see what I'd look like with different beards. I tried it out and within seconds found the app was a huge disappointment. A decent idea but the execution is terrible. But I give Gillette credit for the recent How to Shave Your Groin video they put on YouTube that is already approaching close to a million views. Gillette is clearly putting some money toward unconventional marketing methods online and in mobile, but they need to work on the mobile part.

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Overall, I had a lot of trouble finding good examples of branded iPhone apps, even with 50,000 in the store now. I do like the fact that more apps are starting to include Facebook/Twitter sharing options. The AP Mobile News app recently added this to their latest release so I can now use Facebook Connect and my Twitter account to share articles in less than 3 seconds.

Interactive

GTI Project

Although this VW site isn't targeted toward the U.S. market, I still enjoyed this simple game because I am a car enthusiast and I'm always interested in anything VW/Audi related (I currently drive a Honda but have owned a VW & Audi). There is a leaderboard so if you're competitive, it could suck you in until your time gets better and better.

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There are probably a ton of other cool interactive sites that were just released, but this is just one that I recently came across after seeing a link to it on Twitter.

Augmented Reality

USPS Virtual Box Simulator

This was created by AKQA for their client, the United States Postal Service. It's being described as one of the first practical uses of this technology. The first example using this technology that I came across was GE's SmartGrid not too long ago which I thought was pretty amazing. I'm looking forward to seeing what else this can be used for like this video I found on YouTube.

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Update: I came across a great blog post with 10 more great examples of augmented reality being used in recent campaigns.

Coming Soon

At the Digital Peepshow, Crispin Porter + Bogusky gave attendees a preview of a Facebook app they have been developing for their client Coke Zero. They partnered with the University of Illinois to license face recognition technology to create an app called the Facebook Profiler. The Facebook Profiler will analyze your photos and then find your look-alikes on Facebook (to promote Coke Zero tasting just like regular Coke). Keep an eye out for the app over the next couple of months and expect it to get as much attention as the Whopper Sacrifice app they released not too long ago. Any other creative campaigns that I missed? Connect with me on Twitter @jsmakr or comment below.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Sun, 03 May 2009 21:55:20 -0700 How Palm is strengthening their mobile brand online http://attentiondigital.com/how-palm-is-strengthening-their-mobile-brand http://attentiondigital.com/how-palm-is-strengthening-their-mobile-brand
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Palm is getting ready to launch what will most likely be their best-selling handheld device ever, the Pre. There have been several attempts from most major handset manufacturers to catch up with the iPhone over the past couple of years but none have really lived up to the hype including the BlackBerry Storm and Google's G1. Early demos and press of the Pre (which is rumored to launch May/June) have generally been great and there seems to be a lot of people that think it will be a huge success. What I'd like to summarize as best as I can in this post is what Palm is doing online to engage with potential early adopters and long-time loyal Palm fans (which there are many of). I believe Palm could be considered a Prom King Brand, which advertising consultant Alan Wolk describes as a brand that people don’t mind “conversing” with. I think that alone has simply been the biggest factor in helping Palm successfully grow an online following. Here are 7 things I noticed they are doing very well:

1. The Official Palm Blog

The blog looks to be managed by Palm's Director of Online Communications, Jon Zilber and Palm's PR agency, Edelman. It is updated a couple times a week, just enough to keep people coming back and interested. There are great discussions going on beneath most entries where Palm fans voice their opinions and seek answers to Pre questions (which usually get answered). In Rohit Bhargava's latest book, Personality Not Included, he refers to a great example of a Moleskine blog that was started by one passionate Moleskine customer, or what he calls an "accidental spokesperson" (pg. 59). Moleskine didn't realize it would make sense for them to have a blog until one was started. The blog owner was later hired to officially continue his efforts for the brand. It's obvious that a blog makes sense for Palm, especially since there are already several "unofficial" blogs out there that are doing very well. This official blog gives them better control over the information and rumors that are released about their own products. The only thing I would suggest is for Palm to make it easier for visitors to share the content via Digg, Twitter, and Delicious.

2. Facebook Fan Page

The fan page is currently approaching 7,500 fans which is a solid start but still way behind BlackBerry which has 135,000 fans. The newsfeed is regularly updated with links to developing Palm news (even on other sites) and other online media. The Discussion board is very active and is used frequently to have featured Palm employees answer fan questions (where the accompanying blog entry directs you). Comments and Likes are common on most newsfeed items which makes it obvious the fans love the constant updates.

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3. @Palm Twitter Profile

The Twitter profile appears to be for many purposes. The profile bio sums it up nicely, "Stay connected with Palm and learn about news, products, tips and tricks, deals and more." Addressing customer support issues is another way they are using Twitter. What caught my attention was how well they are using their blog, Facebook, and Twitter together to host conversations and spread new content. When asked about who handles the account, the reply was:
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I think that will change after the Pre launches and the account grows along with Twitter.

4. Pre YouTube Channel

No need to go anywhere else, these videos straight from Sprint and Palm offer plenty of in-depth demonstrations of how the Pre will function and improve your mobile life. Apple did something similar for the iPhone but did it directly on Apple.com. Posting the videos on YouTube allows them to spread easily online by allowing people to embed them wherever they want. YouTube videos also tend to rank very high in Google search results.

5. Pre-Launch Pre Buzz

It's becoming more common to see a brand highlight and try to aggregate all the buzz going on online in one location. Skittles drew a lot of attention to their site recently when they redesigned their homepage to link to Twitter, Flickr, YouTube, and Facebook. If you head over to the Pre homepage on Sprint's website, they are doing something similar but keeping it all on one page. I think this site also aligns nicely with their recent What's Happening advertising campaign that got a lot of attention.

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6. Become a Real Reviewer

The Real Reviewers program is a great way to give back to the online community by creating an opportunity for die hard fans to get their hands on a free Pre for 6 months. This type of transparent focus group can be great if the company really believes they are about to deliver an amazing product. Put it in the hands of some of your brand's biggest fans and let them do what they do best. This immediately reminded me of another similar project that was launched recently by Ford called the Fiesta Movement. Ford partnered with Ogilvy to identify 100 "agents" that get their very own Ford Fiesta for 6 months before anyone else in the U.S. These selected agents are already starting to create and share their experiences with the car on Twitter, YouTube, and their blogs. All this new content is being aggregated on the newly created Fiesta Movement website. Just like Ford carefully chose their agents, Palm is looking for select applicants that are completely wired online (like me!) and heavily rely on their mobile phones for constant connectivity to their social networks. This post called Do Something Small on the Brains on Fire blog reminds marketers that really good things can come from putting a lot of time and effort into working with a small group of loyal customers instead of always trying to reach as many people as possible at once.

7. Notify Me Pre Alerts

SMS/Email alerts are still a great way to reach out to potential customers who are willing to opt-in to your brand and get the first updates about a new product or service. This method of engagement starts online and extends to email, text, or even live phone outreach if it makes sense. Because Palm is a reputable company that I have known for many years, I trust that they will not use my personal info for any other purpose besides what I signed up for.

Final Thoughts

Palm had a rough couple of years, but with the Pre it certainly looks like they are about to strengthen their position as one of the major players in the smartphone market. Growing their online community and leveraging it to constantly improve upon their products will only help the company overall. A couple of questions come to mind: How will they react to any negative feedback and press once the Pre is launched and how will they make sure their other products don't fall off the grid? Connect with me on Twitter @jsmakr and while you are here, check out 6 ways to provide customer support and feedback online.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Tue, 28 Apr 2009 23:57:19 -0700 Few more thoughts on Zappos http://attentiondigital.com/few-more-thoughts-on-zappos-CCChp http://attentiondigital.com/few-more-thoughts-on-zappos-CCChp
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On the May cover of Inc. magazine right now is an article called "Why Everybody Loves Zappos". If you are a blogger or just very active online, you have probably already been hearing a ton about Zappos and their CEO, Tony Hsieh. The main reason I enjoyed this article is because it gives us a more in-depth look into the company culture and Tony's personality. You know a company is consistently innovating when you find yourself learning something new every time you read or watch something about it. Did you know that Zappos managers are required to spend 10-20% of their time messing around with the employees they manage? To get an even better idea of what Zappos looks like on the inside without reading up or taking a tour of their headquarters in Las Vegas, take a look at their YouTube Channel (where most of the videos are employee generated). At the moment, I can't think of any other company that is empowering employees to use social media in this way (like Twitter). I already knew about the employee parades, but who knew they had a head shaving day? I think there is obviously a lot to learn about this approach of running a fast growing company with such a high level of transparency and giving employees this much freedom. I wonder if Tony predicted how much attention and consistently great PR Zappos would get for operating the way they do. Why is it that I have blogged about them not one, or two, but three times now? It's well known that they hit $1 billion in revenue last year and only recently have they started to actually spend money on TV advertising. Make sure to read the full Inc. article here. Also check out my other post Happy employees get their own book and Robert Scoble's recent post summarizing his visit to the company's headquarters.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Sat, 21 Mar 2009 17:15:11 -0700 Scoble uses Friendfeed to give away $5,500 to people in need http://attentiondigital.com/scoble-uses-friendfeed-to-give-away-5500-to-p http://attentiondigital.com/scoble-uses-friendfeed-to-give-away-5500-to-p
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You may have noticed lately the growing number people on social networks who are organizing efforts to raise money for a good cause or to help recently unemployed people find jobs. One recent example was when Robert Scoble decided to give away $4,500 of his own money, which he later increased to $5,500 because of the response. The money was from a video project he did for Cisco (which he says we'll hear more about soon) and he had no obligation to give it away but that's what he did. It started with this message on Friendfeed:

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Although this amount of money isn't enough to significantly change someone life, the post still led to a response of over 1,400 comments. When I saw he was giving it away on Friendfeed, I was interested to get Scoble's thinking behind this approach so I asked him a few questions:

After you decided to give the money away, was doing it through Friendfeed your first reaction? Why didn't you just give it to a charity?

I wanted to do something online instead of just giving money to a charity. I think it worked out wonderfully.

Do you think it would have worked if given away through Twitter?
Twitter wouldn’t be usable because I wouldn’t have been able to group replies like this. Also, I like Friendfeed a lot more and it’s more reliable and nicer for conversations.
One of the winners, Margaret, is using the money to help bring an Egyptian girl who suffers from a condition called arthrogryposis multiplex congenita (like her own son) to Philadelphia for the surgeries. The condition affects 1 in 3000 and results in multiple fixed limbs and joint contractures. The $1,750 that she will be getting from Robert Scoble is only a small chunk of the $25,000 needed to cover all the trip's expenses, but it has certainly gotten her a lot closer. You can find out more and donate money at the Big Life, Big Spirit website or follow @bigspirit on Twitter. I asked her: Would you have ever thought being a Friendfeed user would have helped you get closer to your fundraising goal?
I have had more luck leveraging Twitter, Facebook and Friendfeed for donations and awareness than my associate has with letter writing. It really was a fluke that I saw the contest. I hadn't been on FriendFeed in awhile and just logged in. I saw the contest and realized it was ending that day. Any chance I get to promote Dolagy and the AMC community, is worth a shot. I posted the story and honest to god, I was speechless when I saw I won. The kindness of strangers sometimes blows me away. Actually since my son was born, my life has changed so much for the positive. Thanks to FriendFeed, Twitter, etc. I have gotten contacts to help publicize our efforts, look for Luxor-based videographers to capture her living conditions now (no luck yet but still hoping) and dozens of ideas on how to continue our efforts. I think the social media community is so much tighter and willing to help each other. You would be amazed at the number of emails, tweets and messages I have gotten from people offering to help look over content, call a friend, offer a few dollars. When I started this project back in July I never honestly knew how valuable my online community would become to me. The full story of Jude, Dolagy, Shriners and myself is truly powerful and a strong example how you can be connected to someone you never met.
The other two winners were just as deserving - a student from England who will use the money to help pay for tuition and an art studio that was damaged during a California wildfire. Her example is solid proof that all charities should now be putting a majority of their fundraising focus on social communities instead of traditional methods. In this example, Friendfeed made it easy to create an open thread that was easy for Scoble to read through and filter later on. Connect with me on Twitter @jsmakr. Further Reading: Well Wishes $2 You & Neighbors + Neighborhoods.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Tue, 17 Mar 2009 04:17:21 -0700 6 ways to provide customer support and handle feedback online http://attentiondigital.com/6-ways-to-provide-customer-support-and-handle http://attentiondigital.com/6-ways-to-provide-customer-support-and-handle Gone are the days when the simple contact form or a lengthy FAQs section enough to provide the level of customer support savvy consumers now expect. And traditional feedback methods like focus groups and phone surveys don't really make sense for primarily web-based companies. Thankfully, there are now several online services available that help companies of any size go above and beyond to connect with their customers through social media, create self-help communities, and consult their early adopters for valuable feedback. What's great about using the web for customer support and feedback is most of the methods mentioned below empower your own customers to help each other. In a recent post from Seth Godin, he states "Self-service customer support outperforms the traditional model because people don't have to wait in line." Effective online support will help get rid of those lines, therefore helping decrease operating costs and also increasing the amount of success stories that people will tell their friends about. Here are just 6 online approaches I have seen companies taking recently, with examples of each in parentheses:

1. UserVoice (Sling Media & Twhirl)

Described as "Customer Feedback 2.0", UserVoice is essentially an open forum that empowers users to prioritize and vote on product or service improvements they would like to see implemented first. It's a great way to organize those requests into one location (instead of emails). UserVoice creates a new level of transparency when it comes to developments since any company using the service is now forced to constantly update their users and loyal customers on their progress. The option of embedding a tab onto any site creates a quick way for suggestions to be added to a company's UserVoice page.
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2. Get Satisfaction (Timbuk2 & Zappos)

Similar to UserVoice, Get Satisfaction offers a service that allows for embedding a widget that site visitors can quickly use to submit ideas and feedback. A major benefit of using Get Satisfaction is it creates one central location for questions, suggestions, problems, and testimonials without having to clutter a company's own site. Employees join in to answer any concerns as soon as possible. Happy customers also love to leave praise on Get Satisfaction so it's not always bad news when there is new activity.
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3. Online Chat (Vimeo)

Online chat is instance and effective when done right but that all depends on the size of the company. Any customer would appreciate not having to deal with any case numbers or a waiting queue. If instant chat is an option, just click on the screen name link, make sure they are online (probably only during normal business hours), then start chatting to get help. Vimeo goes one step further by even putting faces behind the AIM screen names. Ironically, I found that neither Skype or AIM offer instant online help using their own chat clients.
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4. Twitter (JetBlue & Comcast)

There is already a ton of discussion on how Twitter is being used by companies such as JetBlue and Comcast for customer service so I won't get into that. Assuming someone from the company is constantly monitoring Twitter, it can be one of the quickest ways to address concerns online. The most important thing to note here is that negative feedback about a company can spread very quickly, so it's up to the company to monitor Twitter to turn negative situations into positives.
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5. Forums (Apple & Dell)

Forums have been around forever and are still a great, inexpensive way to support a community. The best benefit of an active forum is that your knowledgeable customers will most likely end up resolving other customer issues before your employees even have time to respond. That does not mean you shouldn't have employees moderating the forums to make sure things are running smoothly.
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6. Facebook Fan Page (Virgin America)

There are many ways a facebook page can be used - two of them include addressing customer concerns and soliciting feedback. As a fan page grows, companies should pay closer attention to new discussion board posts and comments left by fans and respond through a private or public messages to any concerns. There are also add-ons like the Reviews app which allows fans to leave reviews of the company on your fan page.
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Final Thoughts

Of course many companies use several variations of the above to keep customers happy. There is no right or wrong answer when it comes to evaluating which of these different approaches any one company should take. Do a Google search for 'online customer service' and you will find a ton of services promising you to be the best and cheapest solutions. Most of these offerings are complete crap which likely don't get any love now that there are options like the 6 above. Am I missing any other methods which you have noticed companies using recently? Why is one way better than another? Connect with me on Twitter @jsmakr.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Wed, 04 Mar 2009 05:42:03 -0800 5 things people like to TwitPic http://attentiondigital.com/5-things-people-like-to-twitpic http://attentiondigital.com/5-things-people-like-to-twitpic The image hosting service TwitPic has become one of the most popular 3rd party services for Twitter. Because of its popularity, most of the mobile Twitter apps that are available offer an easy way to upload pictures directly to TwitPic to post along with your text update.

While breaking events and celebrity photos generally get the most views, you can browse through the hundreds of the pictures being uploaded every couple of minutes by typing 'twitpic' into Twitter Search. Without any stats, I thought a little about what people are most likely uploading the most to TwitPic and came up with these 5 things (click on them to see the latest Twitter search results or click on image to enlarge).

1. Sunsets

When you get to witness a great sunset, your first reaction is likely to take a picture if you have a camera. For Twitter users, that first reaction is taking a picture, uploading it to TwitPic, then posting it to Twitter. Almost as frequently as sunsets, people are tweeting pictures of rainbows.
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2. Dessert

What is it about desserts that makes us want to remember what they looked like before we devour them? Probably because for most of us it's a rare occasion. Thanks for making everyone else on Twitter jealous but just remember who is going to be feeling better after it's all gone.
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3. Puppies

Puppy pics might be a close tie with cute babies. Either way, Cute Overload should be paying attention.
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4. Driving

Probably not the a great idea (especially while holding onto an iced coffee) but people are doing it anyway. Hopefully your next tweet won't include a TwitPic of your car accident.
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5. Drunk Photos

Why only regret drunk dialing or texting one of your friends when now you can reach several people at once through drunk Twittering? I say do whatever you can to share these funny moments with everyone (Twitter can be too serious), just don't drop your iPhone doing so.
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We should also start to see more drunk videos posted through Qik, Seesmic, and 12seconds.tv as more phones come with video recording options. This is only going to continue to get more interesting as Twitter adoption grows and as mobile phones come equipped with higher resolution cameras. I hope TwitPic considers adding a better way to sort and view the best pictures being uploaded. Any other common or funny trends that you have noticed lately? Leave a comment below with a link to some other good Twitter search results or TwitPic's you have come across. Connect with me on Twitter @jsmakr.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Mon, 16 Feb 2009 22:31:40 -0800 Happy employees get their own book http://attentiondigital.com/happy-employees-get-their-own-book-cblwo http://attentiondigital.com/happy-employees-get-their-own-book-cblwo
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I recently came across another video with Zappos CEO, Tony Hsieh, being interviewed informally by web entrepreneur Loic Le Meur. The interview, which is 20 minutes long and was recorded during the TED conference, can be found on YouTube. In this interview, Tony Hsieh talks about the several ways the company differentiates itself (many of which are widely known but others not). He also goes on to mention that Zappos releases a book every year called The Culture Book that consists of authentic employee responses when they are asked what the Zappos culture means to them. I got a hold of this year's book by emailing Tony. After browsing the book and reading through some of the responses, you immediately get the feeling that Zappos employees are very proud of working for the company no matter what position they hold (book is organized by departments). So why put this book together? The answer to that is not clear, but the book says it does get "distributed to employees, prospective employees, business partners, and even some customers." So that alone should tell you it's very likely used as an effective way of recruiting new employees and further proving to the business world that Zappos is onto something. Your employees are happy and they are not afraid to tell their story, why wouldn't you want everyone to know? Besides this interview, there is already tons of discussion on what differentiates Zappos as a company and now as a major brand, but I keep finding myself amazed at how seriously they take employee and customer satisfaction and how open they are with sharing their reasons for success. Tony's presentation from a conference last year on how they got to $1 billion is sales is even available on Slideshare. When I posted about the Zappos Culture book on Twitter, Julio Fernandez (@SocialJulio) replied with this important question:
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Whatever happens, I think the Zappos story is becoming more valuable as time goes on and as they continue growing with very little marketing. Email Tony to get a free copy of The Culture Book (he replied to me within a few hours and I had the book in 2 days) or buy a copy on their site.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Mon, 16 Feb 2009 17:48:49 -0800 Some thoughts on iPhone apps http://attentiondigital.com/some-thoughts-on-iphone-apps http://attentiondigital.com/some-thoughts-on-iphone-apps
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How are they changing the Web? The obvious is iPhone apps are increasingly allowing people to access online content during times when they didn't have access to it before, therefore continuing to speed up the rate of information sharing. Where apps are having trouble is keeping the users interested after a few uses or a short trial period. Social networking apps like the ones for Twitter and Facebook don't have this problem because they are allowing people who are connected on the web to continue their relationships away from their computers. The rising popularity of iPhone apps with location-based capabilities (and soon to come the iPhone version of Google Latitude) are creating useful ways for people to access relevant data about events, businesses, and even people that are nearby. How are they being used by brands? The smart brands are the ones that have already thought of ways to connect with a large base of current iPhone users (Kraft, Obama, Audi, to name a few). Most other major brands are most likely in the process of or just starting to think about developing an iPhone app because of the successes they are continuing to hear about. But only a select few out of the rapidly growing database of 20,000+ apps with be successful because they will either be really useful, linked to a well-liked brand, or very creative. Of course the longer it takes for the app to be released, the smaller the chance of it being successful. It's worthwhile to note that companies like Remember the Milk, Salesforce, Mint.com are creating iPhone apps to supplement their web services as an added benefit to offer to their customers. Some of the most impressive apps aren't just displaying content in a mobile-friendly manner, but also paying very close attention to creating a sleek user interface and coming up with unique ways to engage people using the iPhone's features. What about publishers? They need to recognize that besides an electronic reading device like the Kindle, people are already browsing their content frequently on the iPhone (and most likely not having the best experience if nothing has been developed for them). Even though it will take time, the iPhone will be a big advertising platform for publishers in the future. Besides newspapers, I think most major magazines will have iPhone apps soon. What they will need to figure out is a revenue model that makes sense because as of now the app store does not allow publishers the freedom of charging readers a recurring monthly fee to subscribe to the latest content downloads. The first successful magazine app will owe a lot of it's success from free PR and it looks like Lucky Magazine and People Magazine are very close to launching. Update: Apple has announced that the 3.0 software update will allow subscription based purchases to be made within the app. Great news for publishers. How are they affecting the gaming industry? The cost of the app plays a huge factor, but not as much as you might think. We are starting to see more findings that indicate increases in spending for apps on mobile devices. People are willing to spend $5-$10 on good game because it's an inexpensive alternative when compared to most video games that cost over $40. It's only a matter of time before more games that offer online play gain in popularity just as we saw happen for all the major gaming consoles over the past couple of years and the classis example of the iPhone game Tap Tap Revenge. While no one is sure yet if increasing sales of iPhone games are damaging the sales of the major players, it doesn't take a genius to realize that the iPhone's popularity is already hurting the sales of other handheld gaming devices. Some further reading: 8 reasons for building an iPhone Web application, Mobile ROI: You get what you pay for, and Apple iPhone controls over 66% of all mobile web use.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Sun, 25 Jan 2009 17:39:42 -0800 Microleading Your Tribe http://attentiondigital.com/microleading-your-tribe-EGAhq http://attentiondigital.com/microleading-your-tribe-EGAhq
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I can sit here and quote Seth Godin's book Tribes all day, but that would spoil it for people who haven't read the book yet. If you are a Twitter user and you picked up Seth's latest book, you might automatically think that there will be a whole chapter dedicated to building tribes through Twitter. But there isn't. What you will find as you read through it is one short section (pg. 34 & 35) and a few other quick mentions of Twitter throughout the entire book. In that short section, he briefly explains what Twitter is all about and then mentions one example of how Laura Fitton (@pistachio) built enough trust over time to grow her following to just over 16,000 people. Laura obviously saw huge potential in using Twitter as a tribe building tool early on. While building her own tribe, she also impacted the lives of many others who have now managed to build tribes of their own.
The essential lesson is that every day it gets easier to tighten the relationship you have with the people who chose to follow you.
There are hundreds of other examples of leaders increasing their reach though using different online mediums. The first two that come to mind are Guy Kawasaki, who started with his blog How to Change the World and Gary Vaynerchuck, through his Wine Library TV videos. Godin emphasizes in the book that although these online methods can be very successful, they are still not the only answer in building a tribe of followers.

But never forget: it's about quality not quantity. You will hear this many times on Twitter and its been discussed over and over. I am sure there are some users (like Tad Chef) with 200 close followers that are getting the same amount of benefit from using Twitter than some who have 2,000 uninterested people following them. 2,000 close followers could take a few days or a few years for some people to attain, but the best thing you can do it just stay patient and continue to lay the foundation. A tribe leader must always focus on gaining the trust of people first no matter what method they are using, online or offline. Connect with me on Twitter @jsmakr.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar Sun, 09 Nov 2008 20:58:15 -0800 Thoughts on Ogilvy-isms http://attentiondigital.com/thoughts-on-ogilvy-isms http://attentiondigital.com/thoughts-on-ogilvy-isms
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I just finished reading Confessions of an Advertising Man by David Ogilvy. I bought the book earlier this year after having read Then We Set His Hair on Fire by Phil Dusenberry, another advertising executive from BBDO which I also wrote about. Here are a few important Ogilvy-isms (concepts, tactics, or techniques) of his that caught my attention. Never write an advertisement which you wouldn't want your own family to read. (pg. 127) Plain and simple, who likes to be lied to or mislead? Too many marketers and advertisers assume that their target market is not smart or internet savvy. The online resources available now for people to check the facts are massive. With large blogs like the Consumerist and millions of searchable, smaller personal blogs; nothing gets by anymore. False advertising attempts will be blogged and micro-blogged about while the more traditional word-of-mouth also takes effect at the same time. Then, the story will most likely be picked up by other major publications and media outlets. If it doesn't sell without sound, it is useless. (pg. 160) Whoever decided it was a good idea to automatically increase the volume of commercials should know that it was a horrible idea. Because of this annoyance, I find myself muting the TV once a commercial break hits. I have already started to notice the same trend with online streaming shows. There may be no statistic for this, but I am pretty sure an ad viewer is probably 99% less likely to purchase whatever is being advertised if they find it annoying. Anyway, that's not the point here when Ogilvy says sell without sound. What I think he means is keep the word count low, don't sound too aggressive, and back up the sound with memorable images. That way if sound is taken out of the equation at least the images will stick. Big ideas are usually simple ideas. (pg. 195) I couldn't agree more, especially when it comes to the mobile channel. In the rapidly growing world of mobile marketing, too many companies are trying to dive into it with elaborate, but often messy approaches. It's very easy to start off with a simple idea then add on too many other factors which you might convince yourself are essential. They may be essential, but once you give anybody too many options, it starts to get too confusing and overwhelming which is a major turn-off.

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]]> http://files.posterous.com/user_profile_pics/610608/twitter10.jpg http://posterous.com/users/kkKfte6vg Johnny Makkar jsmakr Johnny Makkar