Actually, I don't.

I know what I would do in this situation, but I'm not you.

I know what your customer should do, but I'm not her.

I know (and you know, and we all know) what we would do in a given situation, but that's not the same thing.

Empathy requires something extremely difficult: accepting the fact that we are not and never will be in the other person's shoes. There's no rational, universal course because individuals have different goals, different worldviews and different experiences.
 http://sethgodin.typepad.com/seths_blog/2012/11/i-know-what-you-should-do.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+typepad%2Fsethsmainblog+%28Seth%27s+Blog%29

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How much of your time and effort goes into protecting yourself from the things you fear?

And how much is spent serving your muse and your tribe and your potential?


http://sethgodin.typepad.com/seths_blog/2012/11/to-protect-and-serve.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+typepad%2Fsethsmainblog+%28Seth%27s+Blog%29

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The whiner's room

When my friend Elly taught in a middle school, he never hung out in the teacher's room. He told me he couldn't bear the badmouthing of students, the whining and the blaming.

Of course, not all teachers are like this. In fact, most of them aren't. And of course, trolling isn't reserved to the teacher's room. Just about every organization, every online service, every product and every element of our culture now has chat rooms and forums devoted to a few people looking for something to complain about. Some of them even do it on television.

The fascinating truth is this: the people in these forums aren't doing their best work. They rarely identify useful feedback or pinpoint elements that can be changed productively either. In fact, if you solved whatever problem they're whining about, they wouldn't suddenly become enthusiastic contributors. No, they're just wallowing in the negative ions, enjoying the support of a few others as they dish about what's holding them back.

It pays no dividends to go looking for useful insight from these folks. Go make something great instead.

http://sethgodin.typepad.com/seths_blog/2012/11/the-whiners-room.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+typepad%2Fsethsmainblog+%28Seth%27s+Blog%29

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The decline of fascination and the rise in ennui

A generation ago, a clever idea could run and run. We talked about Space Food Sticks and Tang and Gilligan's Island and the Batmobile for years, even though there certainly wasn't a lot of depth. Hit movies and books stayed on the bestseller lists for months or even years (!)

Today, an internet video or an investment philosophy or a political moment might last for weeks or even a few days. It's not unusual for a movie or a book or even a TV series to come and go before most people notice it. Neophilia has fundamentally changed the culture.

The result is that there's an increasing desire, almost a panic, for something new. Yesterday was a million years ago, and tomorrow is already here. The rush for new continues to increase, and it is now surpassing our ability to satisfy it.

When that need can't be filled (which is not surprising, if you think about it) then we're inclined to declare that it's the end, the end of new ideas, the end of progress, the end of everything that's interesting. Spend a week or two watching TED videos and once you catch up, you might find yourself saying, "sure, but what's new now?"

If you're in the business of making a new thing, this churn may be an opportunity, because it's easier now than ever to send a hit up the pop charts, whatever sort of pop you make. But it comes at a price, which is that it won't last, and you'll quickly have to go back and make another one.

The real opportunity, I think, is in trying to build longer arcs. Now that the cycle of new is eating itself in a race to ever-faster, there's a bigger chance to make long term change by consistently focusing on what works (and what's important), not what's new and merely shiny.

What's important, what's always important, is useful change.
 http://sethgodin.typepad.com/seths_blog/2012/11/the-decline-of-fascination-and-the-rise-in-ennui.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+typepad%2Fsethsmainblog+%28Seth%27s+Blog%29

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自從互聯網變得與人們的生活息息相關,傳統的消費行為AIDMA(Attention關 -> Interest -> Desire -> Memory -> Action)也變成了AISAS(Attention -> Interest -> Search -> Action -> Share),當然伴隨著的還有搜索營銷和社區營銷等新營銷理念的出現。

絕對佩服電通公司,它提出的這個AISAS新理念真的很強大,隨著搜索引擎的發展,Desire和Memory漸漸被搜索所弱化,有了搜索引擎,渴望和記憶中的東西都能被搜索到。有了搜索需求和搜索行為,便產生了搜索營銷,而搜索營銷又衍生出搜索引擎廣告和搜索引擎優化(SEO)兩種主要的方式。在AISAS新營銷法則中,Share分享大大的促進了社區傳播的應用,在早些年,社區只是人與人溝通和閑聊的集散地,雖然在當時也有一些有遠見的公司利用社區進行口碑營銷,但那時受制于傳播的受眾有限,影響力還遠遠沒有搜索引擎出現之后那么大,有了搜索引擎,利用社區進行口碑營銷可以病毒式的擴大傳播受眾而不僅僅是局限于同一社區內用戶。

社區這個東西,其實它的誕生要遠遠早于搜索引擎的。早在1978年,兩位芝加哥兄弟就發明了最初的BBS系統-Computerized Bulletin Board System,而我認為BBS系統絕對算是社區的始祖。而搜索引擎則要晚了很多年,1993年,第一個搜索引擎的原型World Wide Web Wanderer才冒了出來。

雖 然WEB2.0類的網站在國內國外都有大量的表現形式和應用,眾多的網站也是由用戶來產生內容或者決定內容,比如digg類、點評類、社會化書簽類網站, 但是不可否認,社區BBS仍然是絕大多數用戶創造和分享內容的前沿陣地。與其把社區的大發展說成是因為中國人的社交需求旺盛,還不如說是國人的八卦娛樂精 神造就了BBS社區和即時通訊在中國的異常火爆。在這種情景下,社區影響用戶的消費行為是肯定的,那么影響力有多大?從天涯、貓撲等大社區的熱門帖子瀏覽 量動不動就達到數萬級別就可以看出來。

在AISAS這個全新的營銷法則下,“搜索”和“分享”的出現,不僅代表了搜索引擎和社區對網民的重要性,也讓我們了解利用搜索營銷和社區營銷的重要性。來看一段用戶行為:

張三在天涯社區看到一款手機覺得很不錯(Attention),便對這款手機產生了興趣(Interest),于是想獲得關于這款手機的大量資料和用戶評 價,便利用搜索引擎和自己常逛的論壇搜索相關的信息(Search),張三看到相關的資料介紹和評價都不錯,于是便對這款手機產生了購買欲而最終選擇購買 這款手機(Action),張三使用了一段時間,發現了一些很不錯的功能以及一些小小的BUG,便在社區BBS中發貼表述自己的感受和使用心得 (Share)。這樣就又為下一個消費者李四提供了相關的信息。

其中,Attention、Interest、Search、 Share這四個用戶行為都是我們進行營銷的重點,Action是這四個環節形成的結果。而這四個環節所產生的內容,除了用戶自發行為貢獻之外,是由營銷 推廣人員來完成。比如個性實用的標題和內容吸引用戶注意并產生興趣,根據用戶搜索行為習慣進行搜索引擎優化或者購買搜索引擎廣告,完整實用的產品使用心得 提高消費者的購買信心。當然,如果有條件整個內容營銷過程中都應該穿插適當的搜索引擎優化。

通常用戶自發行為的內容貢獻,即使是再好的產品,也是既有正面又有負面信息,而面對負面信息時,搜索引擎危機公關及其傳統的內容公關就派上用場了。扯遠了

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