by Lydia Leong | February 20, 2009 | Comments Off
I’ve recently read Pete Blackshaw’s Satisfied Customers Tell Three Friends, Angry Customers Tell 3000, which is a well-written, methodical introduction to consumer-generated media (CGM, also known as UGC, user-generated content). I’d recommend the book to anyone who hasn’t read a book on the topic; if you’re social-media savvy, chances are you won’t learn much (if [...]
Comments Off
Category: Analyst Life Tags: book, customers, ethics, Gartner
by Lydia Leong | January 9, 2009 | Comments Off
People occasionally ask me why busy, highly-skilled, highly-compensated programmers freely donate their time to open-source projects. In the past, I’ve nattered about the satisfaction of sharing with the community, the pleasure of programming as a hobby even if you do it for your day job, the “just make it work” attitude that often prevails among [...]
Comments Off
Category: Industry Tags: book, open source, science
by Lydia Leong | January 8, 2009 | Comments Off
If you deal with pricing, or for that matter, marketing or sales in general, and you’re going to read one related book this year, read Predictably Irrational: The Hidden Forces That Shape Our Decisions, by Dan Ariely. (I mentioned an article by him in a previous post on the impact of transparent pricing for CDNs, [...]
Comments Off
by Lydia Leong | January 6, 2009 | 1 Comment
I recently finished reading Punching In, a book by Alex Frankel. It’s about his experience working as a front-line employee in a variety of companies, from UPS to Apple. The book is focused upon corporate culture, the indoctrination of customer-facing employees, and how such employees influence the customer experience. And that got me thinking. Culture [...]
Category: Industry Tags: book, CDN, customers, hosting, people
