Paul Marsden's Blog

RE: Social Media / 10 Brands Doing it Right

Tobibaker — Wed, 28 Sep 2011 16:12:55 GMT

Very impressed, I havent seen much on this site about social media until I stumbled across your posts. I've been looking for inspiration/ tips for the social media activity I do for the company I work for (Drury PSM) at the moment were active on the main social sites, Facbook, Twitter, and LinkedIn but I'm constantly thinking about ways to push it further. User contribution is key and so finding ways to engage users is key. I've learnt loads from this post, although there all big brands I had'nt heard of many of these campaigns. Thanks ! If you have a chance please have a look at our social activity any feedback would be brilliant.

RE: Social Media / 10 Brands Doing it Right

Trinkadink — Thu, 03 Sep 2009 23:05:39 GMT

You just made one of the most compelling statements about the value of social media that I've ever read. Thank you!

RE: Purple Cows & Promoters

Mark_Gregory — Thu, 18 Jun 2009 13:39:34 GMT

Paul great list of brainstorm topics useful for a NP tool kit. Seth's Purple Cows is a great read too and the metaphor works well trying to get others to understand how to stand out in the crowd.

Thanks for posting.

RE: Purple Cows & Promoters

BernardRosauer — Sun, 19 Apr 2009 23:44:43 GMT

Paul, great post. I'm fan of Seth Godin and found a lot of good material at changethis.com. Lots of meaningful tie-ins with NPS and 'remarkability'. His newer book 'Tribes' is also a good read. Bernie Rosauer, Evenbetteryet, LLC

RE: Purple Cows & Promoters

Paul_Marsden2 — Fri, 03 Apr 2009 17:21:38 GMT

Thanks Colin, completely agree. Far better to focus on earning the score rather than measuring it. IMO, consistently creating a WOW-effect (being remarkable) is what it all should be about.

RE: Purple Cows & Promoters

colinbrogan — Fri, 03 Apr 2009 16:21:04 GMT

This is interesting, and intuitive. Companies embarking on Net Promoter think somehow they will magically lift their scores through the act of measurement itself. In fact, they mistakenly believe that the score is an end in itself - it ain't. Forgotton is the "Promoter" part of NPS.

You can't create customer WOW's without a focus on improving the experience beyond what it takes to simply fix the gaps. Companies need to combine knowledge of customer needs, customer value, and their own creativity to build armies of promoters. Twitter @colinbrogan

RE: Web 2.0 and NPS - A Marriage Made in Heaven

Layla Sabourian — Sun, 14 Dec 2008 15:04:28 GMT

Hi Paul: What an impressive background you have, a Phd in word of mouth communication?? That must have been so much fun!One of my biggest challenge at my company is to convince our executives that our Web 2.0 strategies need to be more collaborative and in synch with our NPS efforts. For instance, we currently have Community, Customer Experience, and Social Media efforts run in 3 seperate departments, completely independent of each other. Despite several presentations on the topic, I feel like I am not getting the point across at all. Our company fails to see the value of our online community because they are in the format of 'support forums'. Do you have any advice for me on how to better build my case and prove that we need to be working under the same roof?

RE: Web 2.0 and NPS - A Marriage Made in Heaven

Layla Sabourian — Sun, 14 Dec 2008 15:01:22 GMT

Hi Paul: What an impressive background you have, a Phd in word of mouth communication?? Now that is a topic I could see myself dedicated to for 5 whole years That must have been so much fun!One of my biggest challenge at my company is to convince our executives that our Web 2.0 strategies need to be more collaborative and in synch with our NPS efforts. For instance, we currently have Community, Customer Experience, and Social Media efforts run in 3 seperate departments, completely independent of each other. Despite several presentations on the topic, I feel like I am not getting the point across at all. Our company fails to see the value of our online community because they are in the format of 'support forums'. Do you have any advice for me on how to better build my case and prove that we need to be working under the same roof?

RE: NPS and Advertising: A Message from the President

Patrick — Fri, 05 Dec 2008 00:37:55 GMT

This is very similar to what Hugh has been saying over hear about how marketers should give cosumers social objects to pass on/talk about:

http://www.gapingvoid.com/Moveable_Type/archives/004730.html

BTW amazing blog/report !

RE: Web 2.0 and NPS - A Marriage Made in Heaven

Graham Brown (interested in mobile net promoter score) — Tue, 28 Oct 2008 16:16:22 GMT

Web 2.0 seems ideally conducive to positive net promoter score ratings because it is by definition easy to spread the influence between peers. I am also interested on your views on mobile net promoter score. I've blogged your post over here @

http://www.mobileyouth.org/post/law-3-build-dialogue-using-the-right-channels-mobileyouthorgs-7-laws-of-youth-marketing/