David Dalka attends and reports business events and conferences to discover the future of business where technology, organizations and customer exeperience meet. Also serves as emcee, moderator and motivational business keynote speaker.
Customer Experience
Google Blogoscoped has an interesting post about trends today, here is my contribution. It’s interesting to see people search for this, are they investors, searchers or advertisers? Perhaps it’s all three groups. People are obviously looking for the “next google”.
The Chicago Suntimes had an interesting banner ad Friday. When clicked it led to a domain registered on September 7the, chicagosbestwireless.com, with Google Coupons. It would be interesting to see how well this campaign does.
The ad is interesting to me as I’ve recently been thinking about changing celluar/wireless phone providers.
I posted my first item on Edgeio today and liked the user interface to post content – a lot!!!
At the end of the sign up process, it said I would receive a confirmation e-mail shortly. It has now been five minutes and I have not received one. Now that it’s up, what is Michael planning so my ad is seen outside of the 53,561?
I’m curious about the spam controls that Edgeio will be using that is the main problem with Craiglist these days – spam.
Maybe Michael Arrington will drop by to explain.
After over half a month, Google finally put up a site on the URL in the September United Airlines Magazine.
It’s interesting that this took over half a month for Google to properly coordinate this simple media campaign between a magazine and a micro site. It certainly shows all is not well within Google’s recruiting department.
Simply Shocking!!! The Wall Street Journal is reporting that a British Airways jet lost an engine due to fire on takeoff from LAX and decided to continue onward with the flight to London!!!
“The Los Angeles air-traffic-control tapes, obtained by The Wall Street Journal under the Freedom of Information Act, show that controllers who saw the fiery engine failure with the jet just 296 feet in the air were immediately concerned about the flight and ready to guide it back to the airport. But the decision to return or keep flying rested with the captain and the airline. Ever since, pilots and aviation regulators have debated the decision of the pilots and British Airways. Their questions: Even if the plane was capable of reaching its destination, and perhaps legal to fly, was it smart to try? And was it safe?”
The incident raises extremely serious questions about British Airways choosing economics over safety of human life due to the reduced margin for error. The LAX tower deleted flight 268’s flight plan beceause they were certain that they would return to the airport.
“Flight 268’s decision clearly surprised Los Angeles air-traffic controllers. The flight took off at about 9:24 p.m. on Feb. 20, 2005. Trouble was soon visible, as evident in radio discussions of “Speedbird 268 heavy.” (“Speedbird” is aviation’s call sign for British Airways; 268 was the flight number; “heavy” refers to jumbo jets.)
“Remember that Speedbird I told you about?” the controller asked a colleague.
“Yeah.”
“He’s engine-out — No. 2 engine out. He’s going to continue to his destination or as far as he can get,” the departure controller said.
“OK. I have no flight plan on him.” The tapes show the controllers had assumed the pilot wasn’t going to London, so they deleted the flight plan from the computer. To reconstruct it, the departure controller called the tower.
“Is he going?” the tower controller who had seen the engine flames asked.
“He’s going,” was the answer.
“If you would have saw what we saw out the window, you’d be amazed at that,” said the tower controller.”
This decision (An emergency landing would have required dumping $30,000 of fuel, and the airline might have owed $275,000 in compensation to passengers under European Union rules if the flight was more than five hours late) wasn’t customer focused and creates serious questions about the difference between US and UK law on the issues involved.
I mean could you imagine being a passenger on that flight, seeing flames in an engine and then continue onward for a transatlantic flight of several hours? I have trouble grasping it.
British Airways should be transparant here, admit this was not wise and communicate exactly how they will act differently in the future instead of quietly communicating with the FAA.
SJSU + Skype, give Steve his Skype back. Read his original post here.
Good luck! In fact this should be a bigger issue than SJSU, there are many places where this should be reversed, I hope Steve succeeds and starts a trend – please support Steve by linking to his post.
I arrived to the session late….
Corporate bloggers must have thick skin.
Community Manager – gather sources and send them away…they will come back.
How do I get all employees involved?
Community marketing allows engagement.
Responding to complaints:
– Engage the blogger – “we hear you”
Blogger relationships – treat them with respect and analyst.
Bloggers are egotistical.
I’m not in PR.
Prospects trust other customers than anything else. Embrace and use your current customers.
Let go, to gain more.
Do not over structure corporate blogs for product announcements.
Blogoshpere conversation benchmark tools are important.
Rift between corporate communications and web – often exists.
You should educate people to overcome that rift. Social Media consultant.
Just do it . The tools will evolve.
Give to the community and they will give back.
You need to trust and love your employers. IBM built it’s blogging policy with a Wiki.
Vivid examples given about how to use Myspace.
Wells Fargo has a blog, teaching credit. Useful content build trust.
Links, activity, forum and stickyness.
C-level blogs can save time as the future meetings are framed.
Sun, says C-level leader is to communicate.
“Social media is gray.”