Archive for the Customer Relationship Management Category
Check-ins and Places
August 25th, 2010Launched in March 2009, Foursquare has established itself as a top player in location-based services. It allows users to “check in” to a business when they are at (or technically in the vincinity of) a business. In exchange, users earn fancy badges and mayorships, plus social benefits with their friends and other users located nearby. [...]
Quitting Behavior is Social Too
July 14th, 2010When we talk about social networking or contagion effect, we are usually referring to getting good words out about us so that we can engender good will and gain additional customers. In other words, we often focus on positive behavior in the context of social networks. But just as positive behavior can be fostered through [...]
Averting Service Disasters – Quicken Loans the Sequel
July 7th, 2010Last week, I used my unpleasant mortgage application experience with Quicken Loans to demonstrate the danger of force locking in consumers instead of fostering loyalty. Since then, I have received some interesting communication from Quicken Loans. As a consumer, I emerged from the entire experience feeling OK again about Quicken Loans as a lender. While [...]
