From the category archives:

word-of-mouth marketing

Customer Service – A Chance for Redemption

by Pete Abilla March 24, 2009

In a very tough economy, keeping customers happy should have more considerable weight and attention from companies.  I had a negative customer experience recently at Home Depot, where they had a chance to redeem themselves from a very poor customer experience. On March 18, 2009, I went to Home Depot to buy some tools to [...]

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My Experience with Twitter, Part 4

by Pete Abilla February 16, 2009

A few weeks ago, I posted on my experience with Twitter, Part 1.  That post was retweeted by Robert Scoble, the traffic came, got a bunch of new followers on Twitter (welcome folks), and a flurry of passionate comments on the post, including 3 comments from Guy Kawasaki. Then, I posted on My Experience with [...]

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How To Be A Human

by Pete Abilla January 29, 2009

I had an experience recently where I spoke with a group of friends and acquaintances about the economy and the existential despair that is all around us.  Then, a friend said something that shocked me: . . . it’s terrible that (company x) went through such a huge delayering What?  “Delayering” as a euphemism for [...]

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My Experience with Twitter, Part 3

by Pete Abilla January 26, 2009

A few weeks ago, I posted on my experience with Twitter, Part 1.  That post was retweeted by Robert Scoble, the traffic came, got a bunch of new followers on Twitter (welcome folks), and a flurry of passionate comments on the post, including 3 comments from Guy Kawasaki.  Then, I posted on my experience with [...]

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My Experience with Twitter, Part 2

by Pete Abilla January 14, 2009

Earlier this week, I posted on my experience with Twitter, Part 1.  That post was retweeted by Robert Scoble, the traffic came, got a bunch of new followers on Twitter (welcome folks), and a flurry of passionate comments on the post, including 3 comments from Guy Kawasaki.  Today, I’ll post my experience with Twitter, Part [...]

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My Experience with Twitter, Part 1

by Pete Abilla January 11, 2009

I’ve been on Twitter for 44 days now. In sum, I love Twitter: I find it to be a very helpful utility for both consuming information as well as for contributing to a conversation. But, I have some other observations too that I’d like to share in a series of posts. This is Part 1 [...]

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Twitter as Combinatorics

by Pete Abilla December 27, 2008

Ever since I discovered Twitter, I’ve been amazed at @ev, @biz, and @jack‘s idea of simplicity and usefulness.  Lately, @windley (Phil Windley’s article), @monkchips, and JP have approached Twitter from a more theoretical perspective.  This article is my contribution to that healthy conversation (this blog post will be followed by a short tweet, of course). [...]

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Customer Loyalty and Customer Satisfaction

by Pete Abilla December 17, 2008

If you buy from an online retailer this year, you will most likely receive an email communication about your purchase, probably showing something like: Item Bought, Quantity, Price, and Amount Charged to your Credit Card Date Shipped and Expected Arrival Time-Frame All pretty basic, right?  In fact, if the email only consisted of the above [...]

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How Twitter Solves Voter and Other Types of Information Asymetry

by Pete Abilla October 31, 2008

A while ago, I wrote a post on how Digg is characterized by the principles of Game Theory.  As it turns out, that post was Dugg to the front page of Digg and almost fried my server.  Today, I want to briefly discuss something along the same lines of Behavioral Economics — how Twitter solves [...]

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