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Author Archives: Lulu Phongmany

Are brands actually providing good customer service via Twitter?

By Lulu Phongmany // 15 October, 2010 – 8:28 am // 10 Comments

No one listening at Virgin MediaThe Customer Experience Impact 2010 report released this week n the US claims that 82% of US consumers abandon brands after they’ve had a bad consumer experience…

Google TV – Prepare to be humbled

By Lulu Phongmany // 19 August, 2010 – 7:55 am // 4 Comments

The Wall Street Journal is reporting that the folks over at Google TV have started courting the Big 4 (ABC, NBC, Fox and CBS) in a bid to a make legitimate run at the potential gold rush that is TV over the web. This should be interesting. Normally, the very thought of Google going into a new area of business usually means money in the bank, but I’m a bit more sceptical of Google TV. Read more »

2010, Year of Mobile in the UK? Not So Fast

By Lulu Phongmany // 13 July, 2010 – 8:49 am // 2 Comments

According to ad network BuzzCity, it served 17% less UK mobile ads in Q2 2010 than it did in Q2 2009. In contrast, it served 61% more mobile ads globally, in the same time frame. This growth was driven mainly in emerging markets like Indonesia and India. Read more »

Publishers should not fear the growing popularity of the cost per engagement model

By Lulu Phongmany // 3 May, 2010 – 3:00 pm // No comments

For as long as I can remember, both publishers and ad agencies have been lamenting the use of the click-through rate as the key measurement of success for any given campaign. We all hate it, yet we still all use it. Go figure. Read more »

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