ForbesOnTech — Segment-specific evangelism

ForbesOnTech: Bifurcating the Convertible PC World and Marketing– the New HP Way

“I’m waiting for other notebook makers to realize that the biggest potential buyers for their convertible computers are students and that students really want computers that can be used for academic and entertainment purposes. When that happens, watch out, because this category is going to really take off.”

Jim Forbes has been an advocate of evangelists focusing on specific segments — he’s a fan of the fact that HP has a tablet-advocate focused squarely on academia.  I agree, evangelism is a great way to gain market intelligence and feed it back into the organization as well as a focused way to get the message out.

New dynamics of crisis management

New dynamics of crisis management (The Net-Savvy Executive)

Nathan Gilliatt has a great post on passengers finding their voice during a customer service melt-down. This is in the context of the American Airlines incident a few weeks ago, and probably applies to last week’s JetBlue debacle.

“Today’s lessons:

1. Blogs can give anyone a voice, even non-bloggers. Comments on an easy-to-find blog can become a platform for angry customers.

2. Angry customers can use social media to organize themselves against you.

3. Mobile phones give customers access to mainstream media now.

4. Camera phones are everywhere (and digital cameras are standard issue for vacations). If anything visually interesting happened on those planes, someone probably took pictures. Don’t be surprised if they pop up on photo-sharing sites soon.”