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		<link>http://strikeachord.wordpress.com</link>
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		<title>10 signs your company is ready for social media</title>
		<link>http://strikeachord.wordpress.com/2009/11/21/10-signs-your-company-is-ready-for-social-media/</link>
		<comments>http://strikeachord.wordpress.com/2009/11/21/10-signs-your-company-is-ready-for-social-media/#comments</comments>
		<pubDate>Sat, 21 Nov 2009 04:57:50 +0000</pubDate>
		<dc:creator>timwtyler</dc:creator>
				<category><![CDATA[Customer Engagement]]></category>
		<category><![CDATA[Customer Segmentation]]></category>
		<category><![CDATA[Customer Value]]></category>
		<category><![CDATA[Net Promoter Score]]></category>
		<category><![CDATA[Social Media]]></category>
		<category><![CDATA[Brand Communities]]></category>
		<category><![CDATA[Conversational Marketing]]></category>
		<category><![CDATA[Voice of the Customer]]></category>

		<guid isPermaLink="false">http://strikeachord.wordpress.com/?p=1234</guid>
		<description><![CDATA[Take this little quiz to see if your organisation is ready for a customer community or conversational marketing;

There is a process in place to constantly measure customer satisfaction &#38; sentiment. Not just on-line and not the annual customer satisfaction survey. Regular sampling. Y/N
Management calls a number of customers, happy and unhappy each day or week [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=strikeachord.wordpress.com&blog=2583098&post=1234&subd=strikeachord&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://strikeachord.wordpress.com/2009/11/21/10-signs-your-company-is-ready-for-social-media/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">timwtyler</media:title>
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			<media:title type="html">Social media policy</media:title>
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		<item>
		<title>Consumer power and restless natives</title>
		<link>http://strikeachord.wordpress.com/2009/11/12/consumer-power-and-restless-natives-5/</link>
		<comments>http://strikeachord.wordpress.com/2009/11/12/consumer-power-and-restless-natives-5/#comments</comments>
		<pubDate>Thu, 12 Nov 2009 04:17:26 +0000</pubDate>
		<dc:creator>jeffcarruthers</dc:creator>
				<category><![CDATA[CRM]]></category>
		<category><![CDATA[Customer Engagement]]></category>
		<category><![CDATA[consumer activism]]></category>
		<category><![CDATA[consumer power]]></category>

		<guid isPermaLink="false">http://strikeachord.wordpress.com/2009/11/12/consumer-power-and-restless-natives-5/</guid>
		<description><![CDATA[The emergence of a networked information economy (Yochai Benkler) has always had an interesting implication for consumer activism. It is one thing to share a scrap of information, some random thoughts, and holiday snaps with family and friends online. It is quite another to become conscious of your own power as a consumer &#8211; and [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=strikeachord.wordpress.com&blog=2583098&post=1227&subd=strikeachord&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://strikeachord.wordpress.com/2009/11/12/consumer-power-and-restless-natives-5/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">jeffcarruthers</media:title>
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		<title>Is there a connection between NPS and SERVQUAL?</title>
		<link>http://strikeachord.wordpress.com/2009/11/08/is-there-a-connection-between-nps-and-servqual/</link>
		<comments>http://strikeachord.wordpress.com/2009/11/08/is-there-a-connection-between-nps-and-servqual/#comments</comments>
		<pubDate>Sun, 08 Nov 2009 01:10:50 +0000</pubDate>
		<dc:creator>timwtyler</dc:creator>
				<category><![CDATA[Customer Engagement]]></category>
		<category><![CDATA[Customer Experience Management]]></category>
		<category><![CDATA[Net Promoter Score]]></category>
		<category><![CDATA[CEM]]></category>
		<category><![CDATA[moments of truth]]></category>
		<category><![CDATA[NPS]]></category>
		<category><![CDATA[SERVQUAL]]></category>

		<guid isPermaLink="false">http://strikeachord.wordpress.com/?p=1209</guid>
		<description><![CDATA[It looks like we may be involved in a &#8216;bottom-up&#8217; NPS project shortly and this has set me to refreshing my working knowledge of Net Promoter Scores, customer satisfaction measurement and Customer Experience Management (CEM).
&#8216;Bottom-up NPS&#8217;?
One of the best resources for understanding the difference between bottom-up and top-down NPS can be found on the NPS [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=strikeachord.wordpress.com&blog=2583098&post=1209&subd=strikeachord&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://strikeachord.wordpress.com/2009/11/08/is-there-a-connection-between-nps-and-servqual/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">timwtyler</media:title>
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			<media:title type="html">Pig_weighing</media:title>
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			<media:title type="html">SERVQUAL_dimensions</media:title>
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		<item>
		<title>Grounding your brand conversation: online community hubs</title>
		<link>http://strikeachord.wordpress.com/2009/11/03/grounding-your-brand-conversation-online-community-hubs/</link>
		<comments>http://strikeachord.wordpress.com/2009/11/03/grounding-your-brand-conversation-online-community-hubs/#comments</comments>
		<pubDate>Mon, 02 Nov 2009 23:04:26 +0000</pubDate>
		<dc:creator>jeffcarruthers</dc:creator>
				<category><![CDATA[Customer Engagement]]></category>
		<category><![CDATA[Customer Experience Management]]></category>
		<category><![CDATA[Online Communities]]></category>
		<category><![CDATA[Social Media]]></category>
		<category><![CDATA[online community hubs]]></category>

		<guid isPermaLink="false">http://strikeachord.wordpress.com/?p=1201</guid>
		<description><![CDATA[With the explosion in and variations of social media participation (eg Twitter, Facebook, YouTube) you can forgive marketers for occasionally feeling just a little bewildered. It can seem like drinking from a firehose! Yet getting involved yourself (open a Twitter account, start a blog, start a group on Facebook or LinkedIn) is critical for any [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=strikeachord.wordpress.com&blog=2583098&post=1201&subd=strikeachord&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://strikeachord.wordpress.com/2009/11/03/grounding-your-brand-conversation-online-community-hubs/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">jeffcarruthers</media:title>
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		<title>And while we are on the subject of asking customers&#8230;</title>
		<link>http://strikeachord.wordpress.com/2009/11/01/and-while-we-are-on-the-subject-of-asking-customers/</link>
		<comments>http://strikeachord.wordpress.com/2009/11/01/and-while-we-are-on-the-subject-of-asking-customers/#comments</comments>
		<pubDate>Sun, 01 Nov 2009 03:16:28 +0000</pubDate>
		<dc:creator>timwtyler</dc:creator>
				<category><![CDATA[Customer Engagement]]></category>
		<category><![CDATA[customer analytics]]></category>
		<category><![CDATA[surveys]]></category>

		<guid isPermaLink="false">http://strikeachord.wordpress.com/?p=1195</guid>
		<description><![CDATA[&#160;
&#160;
&#160;
The folks at Vovici have an interesting series of whitepapers on the use of surveys &#8211; and how to use them to build customer community. I found &#8216;Survey Rating Scale Best Practices&#8217; particularly useful.
Please read the paper in full if this subject is interesting to you and your relationship marketing efforts, but here is a [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=strikeachord.wordpress.com&blog=2583098&post=1195&subd=strikeachord&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://strikeachord.wordpress.com/2009/11/01/and-while-we-are-on-the-subject-of-asking-customers/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">timwtyler</media:title>
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			<media:title type="html">Survey Fatigue</media:title>
		</media:content>
	</item>
		<item>
		<title>Want to retain customers? Asking them questions is a good start</title>
		<link>http://strikeachord.wordpress.com/2009/10/25/want-to-retain-customers-asking-them-is-a-good-start/</link>
		<comments>http://strikeachord.wordpress.com/2009/10/25/want-to-retain-customers-asking-them-is-a-good-start/#comments</comments>
		<pubDate>Sun, 25 Oct 2009 07:41:02 +0000</pubDate>
		<dc:creator>timwtyler</dc:creator>
				<category><![CDATA[Customer Engagement]]></category>
		<category><![CDATA[Loyalty Programs]]></category>
		<category><![CDATA[Online Communities]]></category>
		<category><![CDATA[customer loyalty]]></category>

		<guid isPermaLink="false">http://strikeachord.wordpress.com/?p=1188</guid>
		<description><![CDATA[It has been known for some time now that the &#8216;physics&#8217; of customer loyalty has an uncertainty principle &#8211; the act of measurement changes the event you are trying to measure.
The good news in relationship marketing is that the changes our measurement efforts cause in our customers&#8230; are generally positive.
Since the 1920&#8217;s experiments in the Hawthorne Works, [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=strikeachord.wordpress.com&blog=2583098&post=1188&subd=strikeachord&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://strikeachord.wordpress.com/2009/10/25/want-to-retain-customers-asking-them-is-a-good-start/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">timwtyler</media:title>
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			<media:title type="html">Acquisition vs retention</media:title>
		</media:content>
	</item>
		<item>
		<title>The many shades of &#8220;Brand Hubris&#8221;</title>
		<link>http://strikeachord.wordpress.com/2009/10/20/the-many-shades-of-brand-hubris/</link>
		<comments>http://strikeachord.wordpress.com/2009/10/20/the-many-shades-of-brand-hubris/#comments</comments>
		<pubDate>Tue, 20 Oct 2009 02:03:17 +0000</pubDate>
		<dc:creator>jeffcarruthers</dc:creator>
				<category><![CDATA[CRM]]></category>
		<category><![CDATA[Customer Centric]]></category>
		<category><![CDATA[Customer Engagement]]></category>
		<category><![CDATA[Customer Experience Management]]></category>
		<category><![CDATA[Online Communities]]></category>
		<category><![CDATA[Social Media]]></category>

		<guid isPermaLink="false">http://strikeachord.wordpress.com/?p=1159</guid>
		<description><![CDATA[&#8220;But that&#8217;s enough about me&#8230; what about you? What do you think about me?&#8221;
Source: Your most recent social gathering
Somewhere along the lines, we &#8211; as marketers &#8211; have really lost the plot. If you are reading this blog, the chances are that you already familiar with the idea that  marketing is no longer a [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=strikeachord.wordpress.com&blog=2583098&post=1159&subd=strikeachord&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://strikeachord.wordpress.com/2009/10/20/the-many-shades-of-brand-hubris/feed/</wfw:commentRss>
		<slash:comments>3</slash:comments>
	
		<media:content url="http://1.gravatar.com/avatar/fb569f28f560ef010563f079ecf61902?s=96&#38;d=identicon&#38;r=G" medium="image">
			<media:title type="html">jeffcarruthers</media:title>
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			<media:title type="html">Retro TV Commercial</media:title>
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	</item>
		<item>
		<title>Seven lessons learned as the &#8220;Influentials Fog&#8221; slowly clears?</title>
		<link>http://strikeachord.wordpress.com/2009/10/10/seven-lessons-learned-as-the-influentials-fog-slowly-clears/</link>
		<comments>http://strikeachord.wordpress.com/2009/10/10/seven-lessons-learned-as-the-influentials-fog-slowly-clears/#comments</comments>
		<pubDate>Sat, 10 Oct 2009 00:40:05 +0000</pubDate>
		<dc:creator>timwtyler</dc:creator>
				<category><![CDATA[WOM]]></category>
		<category><![CDATA[advocacy]]></category>
		<category><![CDATA[influentials]]></category>
		<category><![CDATA[social influence marketing]]></category>
		<category><![CDATA[word of mouth marketing]]></category>

		<guid isPermaLink="false">http://strikeachord.wordpress.com/?p=1162</guid>
		<description><![CDATA[If you are interested in generating more sales through word of mouth programs, there is a research paper that is a MUST read.
&#8220;Firm Generated Word-of-Mouth Communication: Evidence from a Field Test&#8221; by David Godes and Dina Mayzlin. Marketing Science, 2009, Vol. 28, No. 4. 19 pages.
I found this paper when I was referred to a [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=strikeachord.wordpress.com&blog=2583098&post=1162&subd=strikeachord&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://strikeachord.wordpress.com/2009/10/10/seven-lessons-learned-as-the-influentials-fog-slowly-clears/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
		<media:content url="http://1.gravatar.com/avatar/de178f7a8f6f4b56fc449be8b17ce5ac?s=96&#38;d=identicon&#38;r=G" medium="image">
			<media:title type="html">timwtyler</media:title>
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		<media:content url="http://strikeachord.files.wordpress.com/2009/10/foggy.jpg" medium="image">
			<media:title type="html">foggy</media:title>
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		<item>
		<title>Asking the Cloud</title>
		<link>http://strikeachord.wordpress.com/2009/10/08/asking-the-cloud/</link>
		<comments>http://strikeachord.wordpress.com/2009/10/08/asking-the-cloud/#comments</comments>
		<pubDate>Thu, 08 Oct 2009 03:00:36 +0000</pubDate>
		<dc:creator>jeffcarruthers</dc:creator>
				<category><![CDATA[Crowd Sourcing]]></category>
		<category><![CDATA[Customer Engagement]]></category>
		<category><![CDATA[Online Communities]]></category>
		<category><![CDATA[Social Media]]></category>
		<category><![CDATA[cognitive surplus]]></category>

		<guid isPermaLink="false">http://strikeachord.wordpress.com/?p=1133</guid>
		<description><![CDATA[What strange and exhilarating times we live in&#8230;  this &#8220;internet connectivity thing&#8221; in the early 21st century I mean.
In discussing the internet, Mark Pesce draws on the invention of the steam engine in 1712 &#8211; great enabler of the industrial revolution. He points out that the steam engine was originally used to pump water out [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=strikeachord.wordpress.com&blog=2583098&post=1133&subd=strikeachord&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://strikeachord.wordpress.com/2009/10/08/asking-the-cloud/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
	
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			<media:title type="html">jeffcarruthers</media:title>
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			<media:title type="html">Question</media:title>
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	</item>
		<item>
		<title>Google sidewiki: encyclopedia, conversation or graffiti?</title>
		<link>http://strikeachord.wordpress.com/2009/10/05/google-sidewiki-encyclopedia-conversation-or-graffiti/</link>
		<comments>http://strikeachord.wordpress.com/2009/10/05/google-sidewiki-encyclopedia-conversation-or-graffiti/#comments</comments>
		<pubDate>Mon, 05 Oct 2009 05:02:51 +0000</pubDate>
		<dc:creator>timwtyler</dc:creator>
				<category><![CDATA[Social Media]]></category>
		<category><![CDATA[Brand Communities]]></category>
		<category><![CDATA[Conversational Marketing]]></category>
		<category><![CDATA[customer touch point]]></category>
		<category><![CDATA[Online Communities]]></category>
		<category><![CDATA[sidewiki]]></category>

		<guid isPermaLink="false">http://strikeachord.wordpress.com/?p=1138</guid>
		<description><![CDATA[I am not sure if you noticed the release of Google&#8217;s side wiki a few weeks back? Like most Google products, easy to install and simple to use, even by the standards of instruction-reading averse people like me. Basically adds an icon on your browser bar that opens up a commenting window on the left [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=strikeachord.wordpress.com&blog=2583098&post=1138&subd=strikeachord&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://strikeachord.wordpress.com/2009/10/05/google-sidewiki-encyclopedia-conversation-or-graffiti/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">timwtyler</media:title>
		</media:content>

		<media:content url="http://strikeachord.files.wordpress.com/2009/10/side_wiki_on_twitter.png" medium="image">
			<media:title type="html">Side_wiki_on_twitter</media:title>
		</media:content>

		<media:content url="http://strikeachord.files.wordpress.com/2009/10/seth.png" medium="image">
			<media:title type="html">Seth</media:title>
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