Media, Publishing, & Entertainment
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Want Customer-Contributed Content?
Make It Easy for Your Customers to Multi-Post
by Patricia SeyboldDo you want customers to contribute content to your Web site? Customers are more likely to post or curate content in an environment that will "automagically" syndicate that comment or posting out to several other sites. -
Customer Self-Service at Xerox
Excellent Support for Product Recommendation, Problem Diagnosis/Fix, and Account Management
by Mitchell KramerIn this customer-self-service test-drive report, I describe my experience in helping myself to customer service at xerox.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our framework. -
Outside Innovation at the BBC
Q&A with Matt Locke, Head of Innovation, BBC New Media
by Patricia SeyboldAs the BBC attempts to reinvent itself as a digital media company, the company developed an externally-facing, open innovation strategy. -
Getty Images
Making It Easy for Image-Buying Professionals to Do Their Jobs
by Ronni MarshakGetty Images supports image-buying professionals in finding and licensing stock imagery and film for commercial use. -
Establishing and Nurturing a Customer-Centric Culture
Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)
by Patricia SeyboldHow do you build and nurture a customer-centric culture? Here are some lessons learned from three very different kinds of companies: Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End. -
Streamlining Production at the Harvard Business Review
Just Enough XML
by Perry McIntoshHarvard Business Review needed to improve the efficiency and timeliness of its derivative product production. A successful bridge between its culture of craftsmanship and automation fueled by XML proved key to its success. -
Apple’s Lessons for the Rest of Us
Customer-Led Innovation
by Patricia SeyboldApple’s iPod strategy is paying off brilliantly. The popular iPod, with its iTunes legal music library, has created a halo effect for the rest of Apple’s computer business. -
Using Search Engines to Find New Customers at the American Institute of Physics
Scientific Publisher Combines Findability with 'Buy by the Piece' to Grow Its Customer Base
by Susan AldrichThe American Institute of Physics achieved a breakthrough in findability—and conversion—by creating a new platform and using search engines. -
Netflix.com Wins Patent on Business Methods
Turning Customers' Moments of Truth into a Sustainable Business Advantage
by Patricia SeyboldWe think that Netflix deserved to receive a patent for its innovative approach to renting DVDs (or videogames, or music). Why? The company has demonstrated that it understands its customers’ critical “moments of truth,” and has designed a business model -
Protecting Your Digital Assets
Technical Journal Publishers Lead the Way Using Digital Object Identifiers (DOIs)
by Patricia SeyboldThe DOI standard for uniquely tagging digitized assets is in widespread use by journal publishers. -
Understanding Digitization: Trends in Business Models
Important Lessons from Scientific, Medical, and Technical Publishing
by Patricia SeyboldTechnical journal publishers have come up with new business models to for generating revenues from digital assets. -
On the Front Lines of the Customer Revolution: Part 2
The Internet Radio Royalties Battlefield
by Patricia SeyboldAn interesting “Customer Revolution” skirmish is underway this Spring as Internet radio providers are struggling to survive the status quo in the music-royalty arena. -
Adding Executive Job Searching to the Wall Street Journal Interactive Edition
Crossing the Digital Divide for Job Recruiting
by Geoffrey BockThe Wall Street Journal and Korn Ferry created a partnership to link the WSJ's employment ads with Korn Ferry's interactive screening tool, FutureStep. Their goal: reduce the time to fill business manager positions from 4 months to 30 days. -
The Wall Street Journal Interactive Edition, 1997
Extending and Enhancing the Marketplace for Business Information
by Geoffrey BockNo Description Available
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