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lawsuits

Like My Facebook Page? You’re Mine. #OWNED

by · December 13, 2013

I imagine you’d ruffle a few feathers among your Twitter audience if you were to tweet that you “own” them, but the fact is that a platform—access to an audience—has value, whether or not the antiquated laws relating to property can or should apply to social media.

“You don’t ‘own’ any audience,” as Jeffrey K. Rohrs, author of the recent book Audience, observed in a recent interview for the MarketingProfs podcast. “In this era of permission marketing, no audience is owned.”

True, and yet even short-lived access to a valuable constituency does have monetary value. (In fact, there’s a formula that purports to calculate how much money Twitter “owes you” based on your following.)

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“Sorry” Indeed: Why Most Company Apologies Suck

by · August 1, 2013

J.C. Penney made a colossal mistake when they changed their pricing structure, alienating their bargain-hunting base. The bungled strategy led to the departure of Penney’s CEO, Ron Johnson, but before he left, he did one thing right: apologized.

Mistakes are part of doing business. Some mistakes result in annoyance (Apple Maps), others outrage (Instagram’s terms of service change). In some cases, a mistake becomes an international incident, like the Asiana airline crash in San Francisco that killed three people and injured dozens.

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