Conversation Agent - Valeria Maltoni

The Cluetrain Manifesto is Still News

"The cluetrain stopped there four times a day for ten years and no one ever took delivery." [Doc Searls about an acquaintance at a company that was free-falling out of the Fortune 500, The Cluetrain Manifesto, Apr. 1999] Is this you? Is this your company? Despite all this talk of Kindle I just bought the book's souvenir -- the paper, glue, and glossy cover version of this manifesto, which was typed what seems like ages ago. Yet, as Tom Peters has been known to say: it ain't old until it's done. And while all of the market forces and the... Read more →

Starwood Lobby's Best Feature: its Customers

"As the company puts more emphasis on brand and develops their W and aLoft concepts, a stronger sense of loyalty will develop among the chain's guests. Starwood has transcended a room-only guest relationship. Its hotels don't just sell functional benefits, but an emotional attachment to a desirable lifestyle. Some might say that Starwood, like Four Seasons and Ritz-Carlton, give their guests an identity." [from the FAQs at StarwoodLobby.com, a site created and maintained by customers] I took this quote from a site designed by customers for other customers -- a peer-to-peer traveler site by Starwood hotel fanatics. I happened upon... Read more →

Christiane Amanpour Unplugged

"There are some situations one simply cannot be neutral about, because when you are neutral you are an accomplice. Objectivity doesn't mean treating all sides equally. It means giving each side a hearing." [Christiane Amanpour, in response to criticism over her emotional reporting during the Siege of Sarajevo] She ranks #74 among the top 100 most powerful women according to Forbes magazine. She's given entree where other reporters are neither welcomed nor allowed. She's an authority on Islam with extensive Middle East connections. Access and humanity both distinguish her form other journalists. Christiane Amanpour, CNN Chief International Correspondent, spoke to... Read more →

Web 3.0 AI Agents as Discovery Channels

Web 3.0 is a moniker used for the next generation of semantic Web, where intelligence and back end connections make the Web smarter for you. At this stage it's what we call next after Web 2.0. It can be confusing to talk about dynamics and tools as diverse as online technology and individual behavior in such reductive terms that don't really explain outcomes. For those, we are still referring to a human 1.0 ability, which is that to experience in first person. Maybe Web 3.0 is the Social Graph Tim Bernes-Lee was talking about in the Giant Global Graph? “It's... Read more →

How Artificial Intelligence Agents will be Conversation Agents

In the next ten years, we will see a realization of the initial promise of the Internet, some of which is beginning to show as driving forces today. Pull technology will replace push completely. This will take care of security and relevance for individuals and corporations thus eliminating waste of resources and bandwidth, both of which are already in scarce supply. Artificial Intelligence (AI) agents will pull information for us on the basis of parameters we establish and control. They will deliver it to the social networks that exist inside our own data network. Web 3.0 is the true era... Read more →

Connection Kata: Recognition; What Type Are You?

Recognition has a double meaning in my book: (1) other-related -- letting others know you remember about them beyond the initial meeting and greeting phase, finding ways to acknowledge their contribution to you, your business, and the community when applicable; (2) self-aware -- being conscious that how you interact, communicate, explain and act have an effect on others and you when the loop closes. When you recognize that both of these forces underlie relationships, you demonstrate that you can listen, pay attention and take the time. All characteristics in scarce supply and great demand in the new accounting -- accountability,... Read more →

The Age of Conversation Goes from Lulu to Amazon

It does read a bit like some strange tribes are trading places. Chalk that to inventiveness in naming companies. If you haven't already purchased The Age of Conversation, or if you'd like to buy more copies at the original price, now is the time to act. Especially if you're looking for the hard cover, which will be discontinued. One week from now, you will find the book on Amazon and other booksellers at a higher price to cover commissions ($30 vs. $16.95 today). You will still be able to purchase the eBook and bulk orders on Lulu. Why are Drew... Read more →

The New TQM -- Time, Quest, Money

Today is the biggest day for retailers in the US. Yes, if it is even possible for a country that has made shopping a past time, a competitive sport, and an anti-depression strategy, this day tops them all. It marks open season for deals -- is it the day we go from targets to hunters? I've seen somewhere that Kohl's was opening its doors at 4:00AM local time, 1:00AM for its online doors. I'm sure they spent millions to let you know about it. No sense in opening the doors early if nobody knows about it and shows up. I... Read more →

5 Ways to Thank Your Customers

"The Secret of abundance is to stop focusing on what you do not have, and shift your consciousness to an appreciation for all that you are and all that you do have." [Dr. Wayne Dyer] Todays' post at FC Expert bogs lists 5 ways to thank your customers. I'm sure there are more. How has a company pleasantly surprised you? Read more →

The Neglected Secret Ingredient: Love

For something to be remarkable -- a favorite expression of marketers these days -- that something needs to touch us in some way. There is a connection that takes place between us and the object (it could be a product), idea (it could be a service) or person (they could be a customer service rep). Preference and disposition in the buying cycle play a role. As well, business design can be a very powerful ally in staging the right experience. Beyond the conversation around all those things, lays a very powerful incentive to gel that connection -- gratitude. About a... Read more →