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	<title>Content Lab Blog &#187; customer engagement online</title>
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	<link>http://www.cdacontentlab.com</link>
	<description>Exploring the power of digital communication</description>
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		<title>Why things aren&#8217;t black and white any more</title>
		<link>http://www.cdacontentlab.com/why-things-arent-black-and-white-any-more</link>
		<comments>http://www.cdacontentlab.com/why-things-arent-black-and-white-any-more#comments</comments>
		<pubDate>Tue, 02 Aug 2011 09:35:53 +0000</pubDate>
		<dc:creator>Lab rat</dc:creator>
				<category><![CDATA[audience engagement]]></category>
		<category><![CDATA[content strategy]]></category>
		<category><![CDATA[cost effective marketing]]></category>
		<category><![CDATA[web content]]></category>
		<category><![CDATA[2011]]></category>
		<category><![CDATA[audit email and web content]]></category>
		<category><![CDATA[CS Forum London 2011]]></category>
		<category><![CDATA[customer engagement online]]></category>

		<guid isPermaLink="false">http://www.cdacontentlab.com/?p=948</guid>
		<description><![CDATA[I have a friend who recently had her garden renovated and decided to treat herself to some new garden furniture. She started by ordering two big parasols off the internet in &#8216;black&#8217;. The only problem was that when they arrived they weren&#8217;t black at all, they were a dark grey. &#8220;Ah yes,&#8221; said customer services [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Why content strategy is no miracle cure</title>
		<link>http://www.cdacontentlab.com/content-strategy-solutions</link>
		<comments>http://www.cdacontentlab.com/content-strategy-solutions#comments</comments>
		<pubDate>Mon, 04 Jul 2011 14:13:58 +0000</pubDate>
		<dc:creator>Lab rat</dc:creator>
				<category><![CDATA[content strategy]]></category>
		<category><![CDATA[online communication]]></category>
		<category><![CDATA[web content]]></category>
		<category><![CDATA[2011]]></category>
		<category><![CDATA[customer engagement online]]></category>

		<guid isPermaLink="false">http://www.cdacontentlab.com/?p=932</guid>
		<description><![CDATA[Penicillin, central heating, Spanx&#8230; could be termed &#8216;miracle cures&#8217; (okay, so some antibiotics don&#8217;t work as well these days, but I&#8217;m wrestling with analogies here &#8211; cut me some slack). What I mean is that once they&#8217;re applied their impact is almost instantaneous and evident. I live in a world which is warmer and where [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>The case for collaborative consumption</title>
		<link>http://www.cdacontentlab.com/the-case-for-collaborative-consumption</link>
		<comments>http://www.cdacontentlab.com/the-case-for-collaborative-consumption#comments</comments>
		<pubDate>Sat, 29 Jan 2011 14:20:39 +0000</pubDate>
		<dc:creator>Lab rat</dc:creator>
				<category><![CDATA[audience engagement]]></category>
		<category><![CDATA[online communication]]></category>
		<category><![CDATA[collaborative consumption]]></category>
		<category><![CDATA[customer engagement online]]></category>

		<guid isPermaLink="false">http://www.cdacontentlab.com/?p=865</guid>
		<description><![CDATA[For those of your who know all about Rachel Botsman, apologies. But I&#8217;ve just come across the video below and it struck a very deep cord. See what you think&#8230;]]></description>
		<wfw:commentRss>http://www.cdacontentlab.com/the-case-for-collaborative-consumption/feed</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>A good website is like a good Christmas tree&#8230;</title>
		<link>http://www.cdacontentlab.com/a-good-website-is-like-a-good-christmas-tree</link>
		<comments>http://www.cdacontentlab.com/a-good-website-is-like-a-good-christmas-tree#comments</comments>
		<pubDate>Thu, 16 Dec 2010 09:13:51 +0000</pubDate>
		<dc:creator>Lab rat</dc:creator>
				<category><![CDATA[audience engagement]]></category>
		<category><![CDATA[auditing websites and emails]]></category>
		<category><![CDATA[content strategy]]></category>
		<category><![CDATA[Information Architecture]]></category>
		<category><![CDATA[2010]]></category>
		<category><![CDATA[customer engagement online]]></category>
		<category><![CDATA[website design]]></category>

		<guid isPermaLink="false">http://www.cdacontentlab.com/?p=806</guid>
		<description><![CDATA[A good website is like a good Christmas tree&#8230;  &#8216;Ah&#8217; I hear you say, here comes the tenuous festive metaphor. Not so, you cynical lot, but a seasonally-apt reminder that good websites are predicated on structure, not tinsel and baubles. And notice that I say &#8216;good&#8217; website, not &#8216;great&#8217; website, or &#8216;fantastic&#8217; website. &#8216;Tis the [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>How online audiences are treated &#8211; and why?</title>
		<link>http://www.cdacontentlab.com/how-online-audiences-are-treated-and-why</link>
		<comments>http://www.cdacontentlab.com/how-online-audiences-are-treated-and-why#comments</comments>
		<pubDate>Wed, 02 Jun 2010 11:38:08 +0000</pubDate>
		<dc:creator>Lab rat</dc:creator>
				<category><![CDATA[audience engagement]]></category>
		<category><![CDATA[cost effective marketing]]></category>
		<category><![CDATA[customer engagement]]></category>
		<category><![CDATA[online communication]]></category>
		<category><![CDATA[Web 2.0]]></category>
		<category><![CDATA[2010]]></category>
		<category><![CDATA[content strategy]]></category>
		<category><![CDATA[customer engagement online]]></category>
		<category><![CDATA[writing content for web]]></category>

		<guid isPermaLink="false">http://www.cdacontentlab.com/?p=694</guid>
		<description><![CDATA[I was talking to CDA co-founder Clare O&#8217;Brienabout her her presentation to the Content Strategy Forum in Paris and how online audiences are treated (and the role of metrics in framing that relationship). That got me thinking (slowly) and the below is the result. Most people accept that online is not a broadcast media and [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Information entropy &#8211; ah, hmmm, huh?</title>
		<link>http://www.cdacontentlab.com/information-entropy-ah-hmmm-huh</link>
		<comments>http://www.cdacontentlab.com/information-entropy-ah-hmmm-huh#comments</comments>
		<pubDate>Mon, 12 Apr 2010 10:31:51 +0000</pubDate>
		<dc:creator>Lab rat</dc:creator>
				<category><![CDATA[audience engagement]]></category>
		<category><![CDATA[communication training]]></category>
		<category><![CDATA[online communication]]></category>
		<category><![CDATA[2010]]></category>
		<category><![CDATA[content strategy]]></category>
		<category><![CDATA[customer engagement online]]></category>
		<category><![CDATA[web copywriting]]></category>
		<category><![CDATA[writing content for web]]></category>

		<guid isPermaLink="false">http://www.cdacontentlab.com/?p=604</guid>
		<description><![CDATA[A friend of mine recently reviewed a book chapter for me, in which I examined what lies behind the concept of information overload. She asked why I&#8217;d chosen not to touch on information entropy. My answer was simple and somewhere along the lines of: &#8220;Duh?&#8221; In the physics lab &#8220;entropy&#8221; is used to described certain [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Is it time to go viral?</title>
		<link>http://www.cdacontentlab.com/is-it-time-to-go-viral</link>
		<comments>http://www.cdacontentlab.com/is-it-time-to-go-viral#comments</comments>
		<pubDate>Sun, 08 Nov 2009 16:28:40 +0000</pubDate>
		<dc:creator>Lab rat</dc:creator>
				<category><![CDATA[audience engagement]]></category>
		<category><![CDATA[branding]]></category>
		<category><![CDATA[customer engagement]]></category>
		<category><![CDATA[digital marketing]]></category>
		<category><![CDATA[online communication]]></category>
		<category><![CDATA[2009]]></category>
		<category><![CDATA[Angry-gram]]></category>
		<category><![CDATA[audit email and web content]]></category>
		<category><![CDATA[Burger King]]></category>
		<category><![CDATA[customer engagement online]]></category>
		<category><![CDATA[electric sheep]]></category>
		<category><![CDATA[extreme sheep herding]]></category>
		<category><![CDATA[internet users]]></category>
		<category><![CDATA[Kylie Minogue]]></category>
		<category><![CDATA[Kylie Proof video]]></category>
		<category><![CDATA[Perlico]]></category>
		<category><![CDATA[quack viral]]></category>
		<category><![CDATA[viral marketing]]></category>
		<category><![CDATA[web copywriting]]></category>
		<category><![CDATA[writing for web]]></category>
		<category><![CDATA[YouTube]]></category>

		<guid isPermaLink="false">http://www.cdacontentlab.com/?p=551</guid>
		<description><![CDATA[Viral campaigns have been front of mind for me recently. I&#8217;ve suddenly been struck by how a great idea isn&#8217;t always the right idea. There may be a profound difference between what works as a viral campaign and what works for you as a brand / business / organisation &#8211; ie the audience that is [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Make your website take the personality test</title>
		<link>http://www.cdacontentlab.com/make-your-website-take-the-personality-test</link>
		<comments>http://www.cdacontentlab.com/make-your-website-take-the-personality-test#comments</comments>
		<pubDate>Thu, 03 Sep 2009 21:06:28 +0000</pubDate>
		<dc:creator>Lab rat</dc:creator>
				<category><![CDATA[audience engagement]]></category>
		<category><![CDATA[branding]]></category>
		<category><![CDATA[customer engagement]]></category>
		<category><![CDATA[online communication]]></category>
		<category><![CDATA[online language]]></category>
		<category><![CDATA[web content]]></category>
		<category><![CDATA[2009]]></category>
		<category><![CDATA[audit email and web content]]></category>
		<category><![CDATA[customer engagement online]]></category>
		<category><![CDATA[digital personas]]></category>
		<category><![CDATA[internet users]]></category>
		<category><![CDATA[web copywriting]]></category>
		<category><![CDATA[websites]]></category>
		<category><![CDATA[writing content for web]]></category>
		<category><![CDATA[writing for web]]></category>

		<guid isPermaLink="false">http://www.cdacontentlab.com/?p=493</guid>
		<description><![CDATA[Your website is just like any other member of your team&#8230; Okay, they don’t draw salary (in quite the same way) and they don’t turn up at the Christmas party clutching half a bottle of tequila. But they represent your organisation, its products, services, values&#8230; The question is – what type of personality have you [...]]]></description>
		<wfw:commentRss>http://www.cdacontentlab.com/make-your-website-take-the-personality-test/feed</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>The &#8216;face&#8217; of online delivery</title>
		<link>http://www.cdacontentlab.com/the-face-of-online-delivery</link>
		<comments>http://www.cdacontentlab.com/the-face-of-online-delivery#comments</comments>
		<pubDate>Fri, 07 Aug 2009 11:40:43 +0000</pubDate>
		<dc:creator>Lab rat</dc:creator>
				<category><![CDATA[audience engagement]]></category>
		<category><![CDATA[communication training]]></category>
		<category><![CDATA[customer engagement]]></category>
		<category><![CDATA[online communication]]></category>
		<category><![CDATA[2009]]></category>
		<category><![CDATA[audit email and web content]]></category>
		<category><![CDATA[customer engagement online]]></category>
		<category><![CDATA[online language]]></category>
		<category><![CDATA[writing content for web]]></category>
		<category><![CDATA[writing for web]]></category>

		<guid isPermaLink="false">http://www.cdacontentlab.com/?p=414</guid>
		<description><![CDATA[Increasingly organisations understand the importance of creating the right Tone of Voice (ToV) for their communications. That tone needs to be &#8216;modulated&#8217; for online delivery, where communications must be conversational and reply-focussed. Organisations are beginning to understand even that these days. But when we converse with people face-to-face so much of what we infer and [...]]]></description>
		<wfw:commentRss>http://www.cdacontentlab.com/the-face-of-online-delivery/feed</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Are you a warden or a prisoner online?</title>
		<link>http://www.cdacontentlab.com/learning-from-stanford-experiment</link>
		<comments>http://www.cdacontentlab.com/learning-from-stanford-experiment#comments</comments>
		<pubDate>Mon, 20 Jul 2009 15:32:36 +0000</pubDate>
		<dc:creator>Lab rat</dc:creator>
				<category><![CDATA[audience engagement]]></category>
		<category><![CDATA[auditing websites and emails]]></category>
		<category><![CDATA[chief content officer]]></category>
		<category><![CDATA[communication training]]></category>
		<category><![CDATA[content director]]></category>
		<category><![CDATA[content strategy]]></category>
		<category><![CDATA[online communication]]></category>
		<category><![CDATA[2009]]></category>
		<category><![CDATA[audit email and web content]]></category>
		<category><![CDATA[customer engagement online]]></category>
		<category><![CDATA[digital personas]]></category>
		<category><![CDATA[web copywriting]]></category>
		<category><![CDATA[writing content for web]]></category>
		<category><![CDATA[writing for web]]></category>

		<guid isPermaLink="false">http://www.cdacontentlab.com/?p=382</guid>
		<description><![CDATA[The Stanford Prison Experiment looked at what happened psychologically when you placed some people in positions of power and other&#8217;s in positions of vulnerability (wardens and prisoners). Irrespective of their previous internal moral &#8216;clock&#8217; &#8211; how would they behave? The simulation carried out by Stanford University in the summer of 1971 was ended prematurely because [...]]]></description>
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