Trust

I frequently read articles that use a formula to engage the reader.

• The article starts with an obvious statement that cannot be disagreed with, like "multichannel customers are the most valuable customers".
  
• Next, the author creates a sense of fear, as in "today's time-pressured customer won't stay loyal to a business using antiquated systems".
• Finally, the author offers a solution to the perceived threat, often structured as something like "'x' steps to an improved multichannel experience". The steps are either so elementary as to be virtually useless, or the steps include products or services offered by the author or the organization employing the author.
  

From time to time, I'm probably guilty of this style of writing. Interestingly I don't think I ever contacted a vendor or consultant on the basis of this style of writing.

I noticed that almost nobody visits my blog when I write articles for various publications. Maybe readers perceive I'm being a 'pundit'.

Conversely, I noticed that this blog receives a significant spike in traffic when I speak at conferences.

Lastly, I've had more than a thousand downloads of my white paper on Multichannel Forensics, a free paper that has only been publicized on this blog, a paper than can only be downloaded by my loyal readers, or via word of mouth.

My question for you, the loyal reader of this blog, is this ... when looking to purchase services, what/who are you most likely to trust?

• Folks you've worked with in the past.
• Companies with a proven track record in your profession.
• Companies offering innovative solutions.
• Companies offering inexpensive solutions.
• Consultants with a proven track record of success.
• Consultants with large 'name brand' consulting firms.
• Individuals who write blogs.
  
• Folks who write articles in trade journals.
• Folks who speak at conferences.
• Folks who offer white papers for free.
• Folks who offer discounts and promotions.

Your thoughts?

Multichannel Forensics White Paper

My articles about 'Multichannel Forensics' have created a lot of interest on this blog. In response to your interest, I created a document that outlines the concept of Multichannel Forensics, and its application to products, brands and channels.

Here is a link to the document: MineThatData's Multichannel Forensics

The document provides a reasonably short overview of concepts from my first book, and from a book I just finished writing, to be released this summer. This is a working document, so please provide your feedback. You are free to share the document with anybody you think would benefit from the information.

For those of you who are trying to understand how customers migrate across products (Books, CDs, DVDs), brands (Banana Republic, Gap, Old Navy), and/or channels (Catalog, Online, Retail), give this document a thorough read.