Glenn Cambell Like a Rhinestone CowboyI’m not a lawyer, but I do love music. From my first single ‘Like a RhineStone Cowboy’ by Glenn Cambell, to my latest craze Maserati, I never felt like I owned these songs. It always felt like I was using them.

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Below is one of the most inspiring case studies I have seen on music & the principles of anything that ends on ‘2.0’.

It’s a presentation Mike Masnick gave on Midem last year. The presentation is about ‘Serving your Fans’, and his subject is the way that Trent Reznor (Nine Inch Nails) has built his business using not only the tools of social media, but also the principles of 2.0.

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Marketing in social media is caringThe mass media marketing the rat race is all about Awareness. You have to get noticed. So you shout for attention. But there’s other ways of generating business rather than interrupting people with annoying ads. How? Through caring.

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Recently my business partner Steve wrote a post about Zappos generating more than 1 billion USD in sales over 2009 with more than 75% being repeat business. They sell shoes and clothing online. But as he points out, they actually sell customer service. It truly is at the heart of their business model.

When you see their amazing level of customer service, it automatically makes me think of all the times I haven’t been treated well as a customer.

A recent personal experience

I’ve been a loyal Vodafone customer for years. When I wanted the new Google Nexus phone, I called them. They told me they didn’t stock it and suggested I go somewhere else. That’s it. Nothing else. They didn’t ask me why I wanted the Nexus, suggest an alternative, point me in the right direction. See if they could help. They just told me to go elsewhere. That’s definitely not what I call good customer service.

I ended up getting my free Google Nexus One phone through an online vendor. But guess what? I still prolonged my subscription with Vodafone.


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How to give great content away. Without being a charity!

More and more companies are starting to see the value of publishing great content such as tutorial videos, white papers, how-to guides, case studies, trend reports or market research documents.

However, I notice that many managers and marketers are not comfortable with giving this content away for free online. Usually a lot of time and resources have gone into creating it. I therefore often hear the argument that this content is too valuable to give away for free.

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