Author Archive: Mark

The ROI on good reputation

March 11th, 2010 — Mark

In December 2007 we blogged about the businesses which would do well, despite the recession.  One of the brands we identified was John Lewis.  Today they announced record profits.  This is the value of great customer service, and great sentiment scores.

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Reputation management

February 24th, 2010 — Mark

Mark Rogers, CEO of Market Sentinel, talks about the John Terry case on Radio 4’s Law in Action.   Reputation can be measured, and so can damage to it.

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“Britain’s worst insurer” – but can you credit it?

October 22nd, 2009 — Mark

“Britain’s Worst Insurer”.  You have to click on a subject line like that, don’t you?  It was on email which arrived in my inbox this afternoon.  Lovemoney was the sender.  The title of “Britain’s Worst Insurer” went to Aviva, but the lack of any positives in the write-up was striking:
“Only a tiny 8% said Aviva was ‘ok’ [...]

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How to tell if your viral’s going to be a hit

October 20th, 2009 — Mark

We have been doing a lot of tracking looking at traffic numbers, comments, and ratings for viral videos.   The results are often disappointing.   Most “virals” don’t go viral.  A common characteristic in virals is that they are commissioned, scripted, shot and even released without any testing.  Given the nature of the internet, this is nuts.
YouTube, [...]

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Problems with social media technologies

October 16th, 2009 — Mark

In the summer Hyper Happen’s Asi Sharabi wrote an anguished post about dealing with the output from social media dashboards.  Luke Brynley-Jones, who is putting together a panel at Monitoring Social Media next month, asked me to talk about it.  At the risk of “scooping” my contribution, this is what I wrote:
My sense is that [...]

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