gingermelbourne

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Turning a customer service disaster into a win

It’s not often you see companies apologising when things go wrong. So when the CEO of a firm uses a promoted Tweets to link to a blog offering a mea culpa it’s worth taking a look at.

Airbnb is an online company that lets people rent extra space in their homes to overseas visitors, or lets people find unique places to stay anywhere in the world.  The San Francisco home of a “host” was allegedly trashed by someone staying there through the site, leading to the airbnb co-founder and CEO Brian Chesky to issue a belated apology and outline new security procedures.

Make what will from the apology, but I find this a very clever way to build trust and alert more people to your company. The first I’d ever heard of airbnb was the Tweet which said: “We screwed up and we’re sorry. Here’s how we’re making it right: http://t.co/X6WWntj. Naturally I had a look, and now I’m pretty interested in their method of house swapping. Social media win!

There is the cynic in me who says this could be a clever way for a company to promote security procedures, even so does shows how being straight with the public when after a company has acted poorly can be a lot more useful than putting up shutters and trying to cover things up.

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Australian Interior Authority breaks its secrecy

A big question that has been doing the rounds of late has been who has been behind the Australian Interior Authority website?

This Orwellian concept provided an alarming, albeit vague look at an Australia where the government is in control of citizens’ basic rights.

The site, accompanied by billboards in capital cities, simply showed future government directives on citizens including “All pregnancies must be approved”, enforced curfews, no public assembly and the requirement for national ID cards. The intention seemed to be to  spook people into thinking that the rights we take for granted are tenuous.

Theories abounded as to who was behind the websites, the most popular being the gaming and tobacco industries which are both running “nanny state” themed campaigns against government legislation on gaming regulations and plain packaging of cigarettes. But it has turned out to be a clever viral campaign by the Museum of Australian Democracy in Canberra, to highlight how much our democratic way of life should be appreciated.

Sadly, the seemingly far-fetched draconian laws posted on the site are in place in other parts of the world today, which the Museum’s new site shows.

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10 Predictions for 2011

The mind-snapping pace of digital innovation makes at least one prediction certain. What the trend -watchers are predicting today, will be totally eclipsed well before this time next year.

Still, here’s our take on the possible shape of the digital, social and experiential landscape in 2011.

1. We’ll see the resolution of the debate over the real impact of 3D TV.

2. Android will bite deeper into Apple’s once impregnable brand fortress.

3. High action games will see no let up. (Call of Duty – Black Ops has already hit $1 Billion in sales since its release late this year.)

4. Too cool for school graphic design will be refined in line with the demand for uncomplicated useability.

5. Analytics will be increasingly used to answer the cynics presently challenging the real brand worth of “Tweets” and Facebook “Likes”.

6. Competing technology will rapidly approach parity; creating the demand for even smarter brand thinking.

7. Smaller closed, or far more selective, social networks will play a far bigger part in the lives of key influencers.

8. Expect far stricter controls and compliance protocols – especially in the mobile area.

9. Twitter will gain an even louder brand voice, as it pursues the dream of reaching Facebook’s figure of 1 Billion users.

10. More brands will create their own social enterprise sites to maintain corporate integrity and confidentiality.

Wishing you a Happy and Prosperous New Media Year.

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2011 – The Year of Analytics?

The pre – New Year stats suggest an ongoing stratospheric rise of New Media.

*Gorillaz has just created the band’s 15-track album “The Fall” on iPad using 20 Apps  -each App under $20.

*Windows Phone 7 Marketplace already tops 5,000 Apps.  Recently adding 1,000 Apps in just over two weeks.

*Latest reports suggest Android already has over 200,000 Apps available.

*Facebook beat Google to the post on Christmas Day in the UK. Claiming 10.5% of all UK social networking internet visits. Google recording 9.77%.

*Facebook’s value leaps by 56% to $41.2 billion- according to securities firm Nyppex. 

Figures apart.

Beyond question is the increasing significance of digital, social, mobile & experiential channels. Answering what the stats really mean in these areas will define the true change makers.

Here are a few thought starters

Does mega quantity equal quality response?

Does a first impression really last? (And for how long?)

How does brand dominance translate into consumer relevance?

How do global figures indicate local impact?

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How many tablets can newspapers swallow?

New research from Telsyte tells us that the Australian tablet market, which includes the iPad and Galaxy, could be worth $1.35 billion by 2014. Much of this growth will come from traditional publishers seeking to capture more readerships through the creation of tablet apps. But will avid newspaper and magazine readers be seen to swallow the tablets as vigorously as predicted?

Can the power of digital quickly topple the readership habits of a lifetime?  Time will tell. If it does, the very fabric of our world will be changed forever.

Gone will be:

  • The tabloid torture of the page-turner on a crowded tram.
  • The ink fingerprints on a long black.
  • The Saturday workout of picking up a slab of junk advertising lift -outs.

But there are downsides to this new age. We can’t see many spies in hotel lobbies hiding behind tablets.  What about swatting a fly with an iPad?

Also our furry friends would be denied displaying their loyalty by carrying home the morning paper. Yet, there would be more trees left to keep them happy in other ways. Which begs the question. Is the future so easy to read?

We think not.

 

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Would you like 3D cheese with that?

Imagine visiting the wine department at the supermarket and being greeted by a floating 3D holographic block of cheese. Then having the option to flick through all the tasty choices to match your wine on your iPhone. What a great cross-sell that would be. 

Imagine no more. Mobile enabled 3D holographic grocery displays could soon be coming to a store near you.

In the USA, Provision Interactive has just announced that its overhead 3D holographic retail displays are to be fully interactive with the IPhone and iPod Touch. This is thanks to their compatibility with Mobile Mouse, an Apple iPhone app.

This enhanced technology enables shoppers to interact with the captivating holograms, by clicking their mobiles to get more info, view the product from a different angle and even download a coupon.

What will they think of next?

Here comes the giant chocolate cake. I can resist no longer!

 

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ginger/ opens for business

There’s nothing wrong with blowing your own trumpet, but it’s nice when someone else does it for you. AdNews reports on our opening and what we offer as a digital agency.

Read the full story here.

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