/about/blog/you-need-klout#comment-6714The LAST thing "we need" is a measurement system as limited, opaque, flawed, and unreliable as Klout. Its failings have been chronicled in detail on any number of blogs and podcasts. Happy to provide a long list of references if you'd like them. 2012-05-14T02:48:13urn:comment:6714/about/blog/putting-multicultural-marketing-on-the-fast-track#comment-6503Hi Michael, Thanks for your comment. Sorry, I missed it earlier. Sure, I would like to connect with you. You can reach me at fazal@opalmarketing.ca Best, Fazal2012-05-01T04:52:01urn:comment:6503/about/blog/small-details.-big-difference#comment-6462Those are some great examples of expensive and silly mistakes. I often try to get someone who has nothing to do with my project give it a look over and see if they notice anything that doesn't make sense. Sometimes we just get to close we can't see the details.2012-04-25T13:46:35urn:comment:6462/about/blog/lets-be-serious-about-multicultural-marketing#comment-6457Michael: Please send me an email via linakocanada@yahoo.com Lina2012-04-24T22:54:16urn:comment:6457/about/blog/one-chat-onversation-that-passed-like-two-ships-in-the-night#comment-6435As a company, who's your more important customer? The one you have or the one you hope to get? It's amazing how some large companies fail at understanding this. This should have been handled much better. Instead of overwhelming the customer with flawless execution, the company stumbled and gave you a bad taste in your mouth. Whatever the reason for this disconnect, it is inexcusable; moreso, as it's such an easy thing to avoid.2012-04-23T14:57:19urn:comment:6435/about/blog/is-behavioral-economics-really-a-game-changer-for-marketers#comment-6326You've managed a first class post2012-04-12T22:38:28urn:comment:6326/about/blog/chat-as-a-service-tool#comment-6277Great article and good insights. My personal experience with chat recently was far less positive. One for a hotel room booking with points, where I had to "call the call centre" and another with a bank for a fee enquiry was also "call the call centre". From a user persepctive, ID requirements and FCR, First "Chat" Resolution seem to be critical.2012-04-09T19:12:10urn:comment:6277/about/blog/designing-for-mobile#comment-6198This is a great overview of mobile design - one of the most helpful I have read. Thank you2012-04-07T13:51:20urn:comment:6198/about/blog/chat-as-a-service-tool#comment-6167Excellent article on live chat. It is without doubt the way forward, be it online customer service or sales. I thought I'll answer some of the questions that you've asked at the end. I am a business owner who relies heavily on live chat. I've found ClickDesk to be the most reliable chat service around. Now coming to your questions, the implementation of technology was extremely smooth, being a web-based service there was no installation involved. In terms of CSAT and conversions, we've seen a huge spike in service requests and the conversion rates have increased dramatically, at least by 30-40%. I think ClickDesk is the only service provider to offer VoIP support, so that customers can call from the chat interface, which is a great option. They also offer a social media toolbar on the chat interface, so customers can like our Facebook page or follow us on Twitter, which is the social media strategy integrated with our chat service. In terms of integration with other software's, we use Salesforce and Zendesk extensively, so we've integrated ClickDesk with these two to make our operations a lot simpler. This is my experience so far with live chat. Do check them out at www.clickdesk.com2012-04-02T08:12:07urn:comment:6167/about/blog/lets-be-serious-about-multicultural-marketing#comment-5989Lina Excellent post. Thank you! I am working in marketing at one of the largest global FMCG companies and would love to learn more insight from you on ethnic marketing. Can you please let me know if you are interested in a one on one connect? I am based in Toronto. Thanks. Michael.2012-03-17T14:28:32urn:comment:5989/about/blog/putting-multicultural-marketing-on-the-fast-track#comment-5988Fazal Excellent post. Thank you! I am working in marketing at one of the largest global FMCG companies and would love to learn more insight from you on ethnic marketing. Can you please let me know if you are interested in a one on one connect? thanks. Michael2012-03-17T14:22:35urn:comment:5988/about/blog/putting-multicultural-marketing-on-the-fast-track#comment-5987Fazal Excellent post. Thank you! I am working in marketing at one of the largest global FMCG companies and would love to learn more insight from you on ethnic marketing. Can you please let me know if you are interested in a one on one connect? thanks. Michael2012-03-17T14:22:22urn:comment:5987/about/blog/the-inflection-point-upon-us#comment-5954@Austin_SEO Unfortunately the real problem is that the marketplace will determine the winners. Unless you're among them, there won't be any customers.2012-03-13T18:21:32urn:comment:5954/about/blog/google-poised#comment-5864Wish Google was more thorough in their approach to this SearchWiki experiment. The Greasmonkey Script is an option but only a band-aid. For those interested, there is also a , albeit, another band-aid. Google, we want to OPT OUT!What is interesting, as well, is Google's decision to enable us to personalize only a portion of our results. Google moved their Shopping Results to the top of the SERP with no option to demote or remove them in SearchWiki mode. (At least this is the case for 5 logins I tested for various products.)The following Google results have been added to a number of SERPs with no option for personalization: Google News, Google Blog posts, Google Book resultsI am surprised, however, that they enable us to remove Wikipedia results.We've been given control to modify our SERPs without having full control or the opportunity to not participate.2012-03-06T09:59:43urn:comment:5864/about/blog/on-collaboration-part-two#comment-5724Thank you for bringing some of the academics around collaboration to the forefront. So often these business techniques are lost in rhetoric and/or smoke & mirrors and as a result the brain trust is disbanded or diluted (the latter half of that sentence is so rhetorical!!!). Having said that knowledge management within collaboration is not a new concept but agreed most industries, even outside the advertising/communications,etc. still struggle to not only join hands but link brains. My own experience is the hardest thing to establish is who needs to know what, when & how. If you can crack that without monumental clashes of ego, you may in fact be, wait for it, collaborating.2012-02-21T20:33:39urn:comment:5724/about/blog/new-cma-website-launches#comment-5655Terrific! Thank you. Jill.2012-02-14T18:08:14urn:comment:5655/about/blog/does-it-pay-to-be-good-the-challenges-with-corporate-social-responsibility-strategies#comment-5579We know doing good is good, we know now that it pays off too. Is this not enough? The Friedman camp will always have problems with CSR. If we move beyond just profitability and do good just for the sake of it - that's when we'll start creating businesses for a better world. Instead of looking at one another, why is it so hard for us to lead the front on this? It is up to us to decide what matters.2012-02-08T16:10:08urn:comment:5579/about/blog/how-important-is-brand-perception#comment-5573Somewhat disagree. I think Blackberry was initially a great brand BECAUSE it had a GREAT product. Similarly Tim Horton's is a GREAT PRODUCT but is not in enough airports, train stations and bus terminals as well as highway stops to create more recognition among people who travel; these are the trend setters and this is who Tim and Team must go after. Just a Yank's perspective...and I may be wrong regards Fred2012-02-08T00:40:10urn:comment:5573/about/blog/new-cma-website-launches#comment-5547Actually - the glossaries should be all open, sorry about this! We are combing through the new site and cleaning up the glitches, one by one. By using the following strings in the search field at the top of the page, you will find some of the glossaries: "database glossary" "fundraising glossary" "direct marketing glossary" Thanks for bringing this to our attention.2012-02-05T23:57:14urn:comment:5547/about/blog/new-cma-website-launches#comment-5546Actually - the glossaries should be all open, sorry about this! We are combing through the site and cleaning up the glitches with our new site. By using the following strings in the search field at the top of the page, you will find some of the glossaries: "database glossary" "fundraising glossary" "direct marketing glossary"2012-02-05T23:56:59urn:comment:5546