On Wednesday I presented at a fascinating training morning run by e-Consultancy’s Craig Hanna along with Blogging4business’s Matthew Yeomans. The agenda was to educate the audience about blogging as a phenomenon and to give them a sense of what it could teach them about their own customers and how they could use blogging and [...]
Archive for October, 2006
Why is consumer-generated commentary so negative?
October 26th, 2006 — MarkA client, reviewing some of the sentiment scores on the net approval work we have been doing for them recently asked: “why are these people so negative? We don’t get these scores from our off-line net promoters work.”
The client was identifying a pattern we see quite regularly. Online commentary is more negative than [...]
British Airways CIO talks about IT fight back
October 24th, 2006 — MarkPaul Coby, CIO of British Airways, tells Silicon.com how they responded to the challenge of low-cost carriers, by allowing home check-in, seat choice and boarding pass printing on their website. He says that 9 out of 10 passengers now use e-tickets.