Monthly Archives: March 2017

United Airlines does it again

Eight years ago United Airlines found itself in the middle of a social media kerfuffle when Canadian folk singer Dave Carroll’s guitar was broken by baggage handlers. Now they’re in the thick of it again. A few months after his guitar was broken, and the airline refused to compensate him (he says because he didn’t […]

Yahoo adds real-time sentiment analysis to its news

I recently ran across a feature I’d never seen before on the Yahoo news site: real-time sentiment analysis. Sentiment analysis can be a really valuable tool, such as when a company is evaluating social media conversation about it. Some high end programs also provide purchase and churn intent and predictive analytics about individual behavior. Those […]

Changing the NFL customer experience

A few weeks ago I wrote about how viewership of NFL games, including the Super Bowl, has been declining for two or three years. Well, the NFL isn’t going to sit back and do nothing. The league office probably knows more about marketing than it does about football. Their research shows that TV viewers are […]

What are your four-minute blocks?

One of the reasons I enjoy sports is because they sometimes serve as a kind of management simulator. For example, Michael Lewis’ great book, Moneyball, is not just about how the Oakland Athletics baseball team selected players, it’s also about how any company can compute the value that an employee adds to the company – […]

Don’t give out green hats in China

Today is St. Patrick’s Day and it’s time for the wearin’ of the green! Or not. In China “wearing a green hat” is an expression for a man being cheated on by his wife or girlfriend, because the Chinese word sounds similar to the word for cuckold. I recently heard a Western spirits and alcohol […]