Why I’m probably not a social media expert and neither are you

Over the past few years a plethora of Social Media Experts* have cropped up and their tweets, posts, podcasts etc serve up a cacophony of advice and pontification. Here’s a few of my thoughts on the matter, from the perspective of someone who sees herself as an apprentice on a learning journey. Anyone who claims to be an expert in social media is probably talking … Continue reading Why I’m probably not a social media expert and neither are you

National Growth Summit 2010

I’m speaking at the National Growth Summit 2010 in Sydney this week about engagement marketing and running a workshop on Technology to drive Growth. The line-up includes a number of international luminaries along with local experts, gurus and knowledgeable people such as: Mick Liubinskas, Stephen Collins, Mike Walsh & Stephen Belfer. There’s also workshops available on day 2 of the conference – for a special … Continue reading National Growth Summit 2010

2010 Blog theme – women in …

I’ve been thinking about having an overarching theme for my blog this year and have finally decided on women in … that is women who are doing interesting things like finance technology science engineering management innovation start-ups marketing media and whatever other interesting careers pop up Women have come such a long way in a relatively short time regarding careers and choices. It’s worth sharing … Continue reading 2010 Blog theme – women in …

Trust, customer service and customers you do not want any more

I’ve been thinking about my recent American Express experience – outlined in AMEX discovers new depths to customer service. It is clear to me that companies have the right to choose which customers they deal with. But it seems that how they remove those customers from the books is the critical thing for brand and customer experience. I’m not sure if American Express were really … Continue reading Trust, customer service and customers you do not want any more

American Express discovers new depths to customer service

I’ve been an American Express customer for a long time.  But recently they made it apparent that they do not want my custom so I’m in the process of closing my accounts. Unless their customer service tactics are treat ’em mean and keep ’em keen something very strange is happening at that company IMHO. It went thus … I’ve had and used both a gold … Continue reading American Express discovers new depths to customer service

Startup Barcamp Sydney Nov 2009

Startup Barcamp Sydney was on yesterday and I managed to drop in. It was held at one of my favourite venues for unconferences – ATP Innovations– and it might possibly be the first barcamp to feature fresh coconut juice in the shell. This event was part of Global Entrepreneurship Week (which was hosted nationally by Matt Jones from Social Alchemy) and it provided a chance … Continue reading Startup Barcamp Sydney Nov 2009

Neuromarketing and mind over matter

A recent study in Scientific American about How the Brain Reveals Why We Buy discusses advances in neuroscience that are giving rise to a new field of neuromarketing. The article cites the famous example of Coke v. Pepsi – where blind taste tests showed a preference for Pepsi, whereas visible labels gave rise to a preference for Coke.  Brain imaging shows that different parts of … Continue reading Neuromarketing and mind over matter

Customer service and student support – QUT gets it

As both an educator and tertiary student I’ve been able to see both sides of the fence. A recent experience with Queensland University of Technology stands out as exemplary in both student support and customer service. A change in personal circumstances recently meant that I needed to make a decision and act very quickly regarding my studies. And I required speedy access to some information … Continue reading Customer service and student support – QUT gets it

Online policy madness – Don’t link to us!

Here’s an excellent example of a legal or marketing department (or both) who don’t seem to get how the internet & search engines work. Further, it shows a real disconnect between the kind of content on the site and the policies supporting the site. Wonder why they bothered putting all that funky interactive content on their site if they don’t want anyone to link to … Continue reading Online policy madness – Don’t link to us!