This document introduces the concept of a "Conversation Manager" and argues for a shift from traditional advertising to conversation-based brand activation and management. It makes three key points:
1) Brand identification is key for a Conversation Manager, with research showing identification is correlated with customer loyalty, promotion and perceptions.
2) Advertising should activate conversations rather than just broadcast messages, with examples given of how motivations and participation can generate buzz.
3) Managing conversations is the essence of marketing, with rules given for observing, facilitating and joining discussions as both a manager and peer to build the brand.
The document advocates for a strategic, culture-focused and ambitious approach to conversation management to drive change in how
Educa2010 Student and Employee Engagement StrategiesDom Graveson
Presentation given in Friday LearnShop at Online EDUCA 2010. Looking at ways we can engage through, challenge, play, error correction, and timing... can these methods be used when engaging students, employees and audiences in general?
We would love to talk to you... www.cscape.com
d.graveson@cscape.com
@dombles
The Human Element is the vital connective tissue that makes customer engagement possible. Understanding why and how this can potentially impact marketing, sales and service endeavors within an organization is critical to an organization’s success.
This element is part of a series of five and is an extension of the previous presentation - The Five Powerful Elements of Customer Engagement. For more customer engagement information, connect with me on twitter: @johnemerritt to keep up with the latest information and new presentations coming.
Marketing in Surprising Times: NAED ADventure ConferenceLois Kelly
Marketing trends in a digital age: relabeling marketing, using preference and customer love as a decision filter, building capabilities as marketing strategist, scientist, activist, artist
Educa2010 Student and Employee Engagement StrategiesDom Graveson
Presentation given in Friday LearnShop at Online EDUCA 2010. Looking at ways we can engage through, challenge, play, error correction, and timing... can these methods be used when engaging students, employees and audiences in general?
We would love to talk to you... www.cscape.com
d.graveson@cscape.com
@dombles
The Human Element is the vital connective tissue that makes customer engagement possible. Understanding why and how this can potentially impact marketing, sales and service endeavors within an organization is critical to an organization’s success.
This element is part of a series of five and is an extension of the previous presentation - The Five Powerful Elements of Customer Engagement. For more customer engagement information, connect with me on twitter: @johnemerritt to keep up with the latest information and new presentations coming.
Marketing in Surprising Times: NAED ADventure ConferenceLois Kelly
Marketing trends in a digital age: relabeling marketing, using preference and customer love as a decision filter, building capabilities as marketing strategist, scientist, activist, artist
Moneyball of Leadership: Predictors of High Performance | Next Jump Leadershi...Next Jump
Charlie Kim and Meghan Messenger, Co-CEOs of Next Jump, in a two-part keynote for Next Jump Leadership Academy, April 19-21, 2017.
Slides 1-30 "Coaching Your Organization" by Charlie Kim. https://www.youtube.com/watch?v=OH89weEyDGg
Slides 32-55 "Coaching Yourself" by Meghan Messenger. https://www.youtube.com/watch?v=2oH_fSaAaEY
As a career women, I probably made all the possible mistakes, things I wish I knew how to do differently when I was younger.
In the light of that, I thought I would share my ten favorite pieces of advice, and one bonus.
Learning to Laugh - using humour to cut through and strengthen employee engag...MoniqueZytnik1
Following a big bang launch of the Australian Taxation Office’s plan for the future, the challenge was to engage with 20,000 staff across 20 Australia-wide sites to help them understand, contribute and take responsibility for the cultural change needed to achieve their Towards 2024 aspirations.
Let Monique show you how they used humour and cheeky cartoons in digital communications to cut through the noise and have those awkward conversations about taking ownership and doing the basics brilliantly. This campaign was pivotal in helping the ATO create an employee experience translating the energy and direction of Towards 2024 into action, inspiring people to embrace the journey. The success also helped launch a new project based on the television series You Can’t Ask That, allowing staff to see executives in a different light.
Presenter: Monique Zytnik, Assistant Director, Internal Communication, ATO
Cartoonist: Mike Jacobsen, Senior Designer/illustrator, Creative Services, ATO
Publishing approval: Sally Bektas, Assistant Commissioner, Marketing and Communication, ATO
This presentation was created for individuals who are interested in learning how to begin leveraging social media to enhance their network and job search effectiveness.
Words are incredibly important in sales, so we wanted to learn which words are most important. It turns out these 13 words are some of the best to close deals and earn prospects trust.
You’re probably familiar with the idea of storytelling to create a better presentation. But your stories could turn to nightmares and haunt you if you don’t avoid these traps in your presentation.
“It’s all about execution” proclaims one popular Agile framework. But is it really just about execution? Software development organizations are knowledge work organizations, and they require different thinking about their primary constraints.
In this session, we will explore better learning as a method to improve software development outcomes. Implementing feedback loops enhance the speed and frequency of learning. Understanding the ephemeral nature of tacit knowledge helps us optimize for focus and flow rather than utilization.
A learning approach gives us a different lens to examine the traditional Lean and Agile themes of collaboration, work-in-process, and customer value.
In knowledge work, improved learning enables effective execution. Without learning, execution just becomes motion.
Rationally we know that change is imminent and to stay competitive we must adapt quickly, but emotionally we want to stay in our “comfort zone.” For things to change, somebody has to start acting differently. Maybe it’s you; maybe it’s your coworkers. Join us for a thought provoking conversation on how you and those around you can break out of your comfort zones to move towards success in these challenging times.
Everyone recognizes the need to change, so why is it so difficult for organizations and people to embrace change? One data point that has been floating around for over 20 years is that 70% of organizational change initiatives fail. Ironically, despite the ubiquity of this "fact," it was first suggested in 1993 as nothing more than an "unscientific estimate." The reason this statistic has been repeated so often for so long is that it comes close to matching our own experiences--more specific and recent research has since found that only 54% of executives say change initiatives at their companies are adopted and sustained.
Clearly, this is a tremendous issue that defies easy solution. Every failed change initiative is not just a missed opportunity but also an expensive mistake--one study found that one of every six large IT projects go so badly that they can threaten the very existence of the company.
So how can we individually be more effective at being change agents in our personal and professional lives? First, we need to appreciate that:
There is no such thing as a change agent. That may sound odd considering I’m writing about being a better change agent, but this is a skill, not an ability. It is not something you are born with but something you can improve upon. All of us are change agents—none of us gets the luxury of waiting for others to change us, and that means we must sharpen our skills.
Being a change agent is risky: No matter how much business leaders say they want change agents, being a change agent is risky. Change agents fail, stumble in their career and can damage their reputation. We must appreciate that advocating for change entails risk, which is why it is essential we are aware of the specific risks and work to mitigate them.
People hate change. We humans like to feel safe and comfortable, and change is risky and discomforting. Successful change agents must know how to inspire people, helping them to see and embrace the benefits of change.
If we do these three things—sharpening our own skills, mitigating risks and inspiring people—we can succeed at leading change.
Moneyball of Leadership: Predictors of High Performance | Next Jump Leadershi...Next Jump
Charlie Kim and Meghan Messenger, Co-CEOs of Next Jump, in a two-part keynote for Next Jump Leadership Academy, April 19-21, 2017.
Slides 1-30 "Coaching Your Organization" by Charlie Kim. https://www.youtube.com/watch?v=OH89weEyDGg
Slides 32-55 "Coaching Yourself" by Meghan Messenger. https://www.youtube.com/watch?v=2oH_fSaAaEY
As a career women, I probably made all the possible mistakes, things I wish I knew how to do differently when I was younger.
In the light of that, I thought I would share my ten favorite pieces of advice, and one bonus.
Learning to Laugh - using humour to cut through and strengthen employee engag...MoniqueZytnik1
Following a big bang launch of the Australian Taxation Office’s plan for the future, the challenge was to engage with 20,000 staff across 20 Australia-wide sites to help them understand, contribute and take responsibility for the cultural change needed to achieve their Towards 2024 aspirations.
Let Monique show you how they used humour and cheeky cartoons in digital communications to cut through the noise and have those awkward conversations about taking ownership and doing the basics brilliantly. This campaign was pivotal in helping the ATO create an employee experience translating the energy and direction of Towards 2024 into action, inspiring people to embrace the journey. The success also helped launch a new project based on the television series You Can’t Ask That, allowing staff to see executives in a different light.
Presenter: Monique Zytnik, Assistant Director, Internal Communication, ATO
Cartoonist: Mike Jacobsen, Senior Designer/illustrator, Creative Services, ATO
Publishing approval: Sally Bektas, Assistant Commissioner, Marketing and Communication, ATO
This presentation was created for individuals who are interested in learning how to begin leveraging social media to enhance their network and job search effectiveness.
Words are incredibly important in sales, so we wanted to learn which words are most important. It turns out these 13 words are some of the best to close deals and earn prospects trust.
You’re probably familiar with the idea of storytelling to create a better presentation. But your stories could turn to nightmares and haunt you if you don’t avoid these traps in your presentation.
“It’s all about execution” proclaims one popular Agile framework. But is it really just about execution? Software development organizations are knowledge work organizations, and they require different thinking about their primary constraints.
In this session, we will explore better learning as a method to improve software development outcomes. Implementing feedback loops enhance the speed and frequency of learning. Understanding the ephemeral nature of tacit knowledge helps us optimize for focus and flow rather than utilization.
A learning approach gives us a different lens to examine the traditional Lean and Agile themes of collaboration, work-in-process, and customer value.
In knowledge work, improved learning enables effective execution. Without learning, execution just becomes motion.
Rationally we know that change is imminent and to stay competitive we must adapt quickly, but emotionally we want to stay in our “comfort zone.” For things to change, somebody has to start acting differently. Maybe it’s you; maybe it’s your coworkers. Join us for a thought provoking conversation on how you and those around you can break out of your comfort zones to move towards success in these challenging times.
Everyone recognizes the need to change, so why is it so difficult for organizations and people to embrace change? One data point that has been floating around for over 20 years is that 70% of organizational change initiatives fail. Ironically, despite the ubiquity of this "fact," it was first suggested in 1993 as nothing more than an "unscientific estimate." The reason this statistic has been repeated so often for so long is that it comes close to matching our own experiences--more specific and recent research has since found that only 54% of executives say change initiatives at their companies are adopted and sustained.
Clearly, this is a tremendous issue that defies easy solution. Every failed change initiative is not just a missed opportunity but also an expensive mistake--one study found that one of every six large IT projects go so badly that they can threaten the very existence of the company.
So how can we individually be more effective at being change agents in our personal and professional lives? First, we need to appreciate that:
There is no such thing as a change agent. That may sound odd considering I’m writing about being a better change agent, but this is a skill, not an ability. It is not something you are born with but something you can improve upon. All of us are change agents—none of us gets the luxury of waiting for others to change us, and that means we must sharpen our skills.
Being a change agent is risky: No matter how much business leaders say they want change agents, being a change agent is risky. Change agents fail, stumble in their career and can damage their reputation. We must appreciate that advocating for change entails risk, which is why it is essential we are aware of the specific risks and work to mitigate them.
People hate change. We humans like to feel safe and comfortable, and change is risky and discomforting. Successful change agents must know how to inspire people, helping them to see and embrace the benefits of change.
If we do these three things—sharpening our own skills, mitigating risks and inspiring people—we can succeed at leading change.
How can you integrate word-of-mouth in your entire marketing strategy & philosophy? Well, you need someone to manage word of mouth on a strategical level: a conversation manager. This story explains the role of changing advertising, concrete steps to manage the conversation and how you should manage your brand in a more conversational way.
Conversation management can be applied in the retail industry. This is a very pragmatic presentation to integrate social media into your marketing plan as a retailer.
This is one of the tools of the Conversation Manager: understanding conversations about your brand: both online & offline. We use the input of the research to develop brand & company conversation strategies.
A Conversation manager faciltates conversations between consumers and between consumers and the brand. This from a strong believe that word-of-mouth is the key driver of business growht. And so...integrate word-of-mouth in everything that you do.
2011 was the year in which 'power to the people' became real. Arab spring, London riots and occupy wall street are just a few examples where we have seen the power of people.
This market trend has a big impact on companies. Most companies see this evolution as a danger. I believe that leveraging the power of the people in a positive way is a great opportunity.
Until now, managers have treated consumers in a too opportunistic way. The challenge is to really open up and collaborate with them in a structural way.
This presentation offers you a vision and a framework to leverage the power of the people in a truly positive and open way.
Technology is changing customer relations rapidly. You see that technology is becoming invisible, technology is creating new experiences for customers, technology is democratizing the world and technology is making customer relations more transparant than ever. These evolutions have a big impact on doing business. In this presentation, I give guidelines for your customer strategy in the day after tomorrow. How to create a future proof customer strategy? It is build on 5 pillars: mobile first, data expertise, platform thinking, boundless experiences and customer collaboration.
The Conversation Company is a story about boosting your business by investing in company cutlure, people (internal & external) and social media. A Conversation Company optimizes the conversation potential of an organization.
Extended presentation of 'The Conversation Manager', a story about the integration of word-of-mouth into all your marketing activities. Also a guide to integrate social media as a leverage tool in your marketing strategie.
Startups and Smalltak - Presented at Smalltalks2014 Córdoba, Argentinasebastian sastre
Here are the slides of the talk I gave at Smalltalks2014 in November 2014, in Córdoba, Argentina.
It covers the basics of why startups matter and what they actually are. Then show some opportunities and challenges about them and for Smalltalk in particular. It closes with some questions and suggestions on how to raise the value of the community, hopefully resulting in increasing the chances to see more profitable portfolios.
CTO Universe Leadership Series: The Six Principles of PersuasionBrittanyShear
As senior tech leaders, we often fall prey to thinking that a “good idea” and logical case is sufficient to get the desired response and result. We might be trying to get our CEO on-board with investment in a new technology or a rearchitecture effort, or we might want culture or process changes by our team. Our “good idea” is simply the beginning. An idea must be communicated; a case must be made; and ultimately other people must be persuaded to get onboard.
Michael Carducci brings a fascinating background to this webinar. He’s a technologist and regularly works to help senior leaders improve their results. He’s also a professional mentalist and has been a student of psychology, human behavior and the principles of influence for nearly two decades.
Are you a new or established entrepreneur who is:
- Holding so much fear about all the uncertainties involved?
- Striving to build and nurture trust with your co-founder(s) and team?
- Struggling to keep the vision alive?
- Losing track of your sense of purpose?
- Longing for a sense of peace, by knowing what you need to do and why you’re doing it?
- Craving to simply connect and share your experiences with a trusted sounding board?
- Wanting to move forward with your decision-making?
- Feeling overwhelmed with a lot of junk getting in the way of you and your progress?
Get in touch now to schedule your initial and free sample session to show you how coaching helps and to test the chemistry levels between us. Feel free to share with others who you think might be interested: thouraya@thourayasayess.com
I prepared this in the training i gave to BMs to activate their role. good material and i would suggest giving some debate skills to measure communication levels.
Tips for women and girls on their Tech Careers -- with stories from Lowe's, PointSource, Girls Who Code, WITI, Prudential, Flatiron School, Barbarian Group, Social Media Today, Achieve Institute, and more!
How to communicate values without telling people to 'live the values' Liz Hayward
At the heart of culture change are the values.
The problem is that it doesn’t work to TELL people to live the values. Discover how to avoid the parent/child trap and experience adult-to-adult communication.
Marketing a Channel Business in TransformationMojenta
Delivered at Channel Partners Conference & Expo in March 2013, this presentation educated telecom agents on brand building, strategic positioning, building trust, niche marketing, messaging and more.
Lunch and Learn slide presentation about communicating as professionals, with diplomacy and respect. This is a summary at re-presentation of Skillpath course I attended, lead by Trainer MaryJo Asmuth.
The world is facing difficult times. I hope to inspire you all about the impact the crisis may have on customer experience. In this presentation, I share some ideas about the future of customer experience. How will customer experience evolve during and after this corona crisis.
In the deck I work with three strategic pillars to focus your customer experience efforts on: digital convenience, empathy and responsibility.
Content marketing is still hot. The bad news: many marketers think content marketing is about spamming people on social networks. I disagree with this approach. In this deck, I am sharing my 10 insights on content creation, based on my own experiences and best practices. But this is an unfinished document, I would love to receive input from other people in the field and I'd be happy to add their content tips into this deck.
Digital first really means customer first without compromise. That is what I learned from visiting more than 50 leading companies in this field of expertise. This presentation shows you the key trends of consumer behavior. This is about the consumer in the future. It's about the consumer in 2020. But the real question is how to deal with this customer. And that is where customer centricity comes in. The digital world creates new opportunities to create new experiences for consumers. This deck takes you on this journey
There is an urgent need for an extreme transformation of the customer relationship. Customers live in a world of self service, big data, customer automation and the integration of the online & offline world. If your organization fails to implement the digital relation, your future becomes very uncertain. Succeeding in the digital transformation will not be enough. As a consequence of the digital evolution, there is also a need for the human transformation of your customer relationship. Thinking about the role of humans versus machines, thinking about the role of the warm human touch and considering the power to connect people with people, are the key challenges in this domain. ’When digital becomes human’ is a story about the combination of the digital and the human transformation in your customer strategy. This story will take you on a journey to the future. It is provocative, exciting and scary. Enjoy this amazing view on the future of marketing!
Customer relations are in transformation! Pre-sales, sales & after sales are changing at high speed. Companies need to figure out the current customer journey, the role of self service, their data strategy and much more. In April 2014 I conducted a global study on the future of customer relationships in collaboration with data collection company SSI and translation agency No Problem!. The study looks into all aspects of a modern customer relation. This deck describes the highlights of the study.
Many companies find themselves at a crossroads. The next few years will decide which business models will survive and which will undergo sweeping changes. Technological evolution, the modern consumer and the total market compel us to answer that one crucial question: who is prepared to re-invent their company as well as themselves?
This deckand the accompanying presentation will introduce you to a philosophy that makes it possible for people and organizations to re-invent themselves. The objective is learning how to be relevant and successful in a tumultuous market.
The Future of Customer Service: From Personal, to Self, to Crowd ServiceSteven Van Belleghem
The corporate world is at full stretch. On the one hand companies must meet ever-growing expectations with regard to customer experience, while on the other hand there’s a need for economic efficiency. The ultimate challenge for the customer service of the future consists in offering improved customer service at a lower cost.
In the years to come, every company will question its customer processes. Any sensible company will strive to create the ideal combination between efficiency and the perfect customer experience. Players who are only active online, such as Amazon.com and Booking.com, boast a highly efficient customer process. Even though their customers rarely come into contact with actual people they still provide a very satisfactory customer experience. Traditional companies have a history of a personal service burdened with a heavy cost structure.
To avoid overstretching, traditional companies must invest in digitization and in forging a personal (emotional) connection with the customer. Technology is opening up new possibilities in this regard but customers also like personal contact. This combination is shaping the future of customer service: a shift to self-service while still keeping things personal. Also, the service package is expanded by involving the customers themselves in the process. The customer-helps-customer philosophy (crowd service) enables companies to be more efficient and improve their service without losing sight of the human aspect. Fifty-five percent of consumers like the idea of other consumers helping them and 58% are prepared to help others . The customer is ready for crowd service.
This paper was written based on my own research (in collaboration with SSI and translation partner No problem!), desk research and discussions with companies. This paper takes a closer look at new trends and evolutions in the field of customer service.
In September 2013, Steven Van Belleghem and Peter Hinssen organized an inspiration journey to the West Coast of the US. Together with 20 top executives, we visted a large group of companies. In this paper, we wrote down our conclusions of this very inspiring tour.
We learned the power of combining a customer first mentality with a networked organization and a purpose driven culture. Check out our paper to understand all details.
We are living in times where customer loyalty is decreasing. Is it possible to create a strong emotional relationship with your clients. Or even better: can you become Friends with your clients? In this presentation I describe the difficult road to friendship. It is about doing business with the heart and it is about involving people. That combination leads to the strong emotional bond. In the end, this leads to Friends with benefits: more sales, more word-of-mouth and more loyalty. This philosophy is part of the marketing of the future, in my belief. Doing business with and to the heart will become an asset in these modern times.
Consumers want to be in control.The service expectations are increasing day by day. The only solution to meet consumer expectations is a self service solution. The majority of consumers is ready for self service. This report contains the summary of a global research project in which we mapped this trend.
The 2020 consumer is coming fast. Companies need to get ready for a new form of marketing. This presentation describes the capabilities and the organization needed to be successful in 2020.
In his new book, Steven advises companies to become conversation companies. A conversation company is a very consumer oriented company, relying on the power of people and using social media as a perfect partner. The Conversation Company invests in 4 C's to optimize its conversation potential: customer experience, conversation management, content, collaboration. This report gives an update to which extent companies are investing in these 4 dimensions.
Co-creation is a hot topic these days. Involving customers in the decision flow of a brand/company is one of the cool, new ways of doing marketing. In our research we found that some companies go a few steps further. Some succeed in intergrating the voice of the customer in ALL their decision flows. This paper describes the different steps to evolve from a one time co-creation project to structural collaboration.
The traditional advertising model is under pressure. Advertising is evolving towards content marketing: instead of a big bang, campaign-only, approach, companies should evolve to an always-on model in which content plays a very important role.
This paper gives our view on content marketing. See it as a pragmatic way to start with content marketing in your company. This approach is created based on market research our company InSites Consulting conducted during the last year.
Free research report based on a survey among 400 senior managers in UK and USA. Goal was to measure the level of social media integration and the effects social media integration has.
The report gives details about social media adoption, social media integration, barriers to adoption and much more.
Summary of our social media integration research project. The full paper and detailed results are also available on my slideshare profile.
This presentation describes how you can integrate social media in your organization through 4 phases and 13 strategic projects.
The Social Dynamics model: how to integrate social media in your companySteven Van Belleghem
This is a research paper in which we describe how companies should integrate social media into their entire company. this paper is based on more than 25 in-depth interviews with senior executives working on the integration of social media.
75. 03/03/2010 75 “Ik heb het even nagekeken en ook bij mij is dit het geval. Ik veronderstel dat er dus door een fout in de afrekening geen rekening werd gehouden met de vrijstellingsdrempel. Wij onderzoeken het en zetten het probleem zo snel mogelijk recht.”
113. Thank you! Good luck! Questions, feedback, remarks: Steven@InSites.eu Follow me: @Steven_InSites Join me on LinkedIn www.theconversationmanager.com #DCM
Editor's Notes
Recent literature on WOM has largely emphasized these so called influencers. However, others have challenged this idea poning that “word-of-mouth from celebrities, mavens, connectors, alphas, hubs, transmitters, trendsetters, [...] is always good. But it’s no more powerful or influential than word-of-mouth from that guy [...] sitting next to you on the train” (Balter & Butman, 2005). It is therefore our belief that the first step towards a better measurement of WOMO is not looking at “who is doing something”, but at “what everybody is doing.” Therefore, action rather than persons and their characteristics are situated at the heart of our model.When evaluating a viral campaign it is important to map all different communication that consumers have started. The model distinguishes different levels of online actions in relation to the level of engagement they imply (see figure 1) (Womma, 2005).A first type of actions are receiver actions. These happen whenever people receive and absorb the content of a message about brands, products and services. Online surfers can come in contact with information about brands via two types of channels. They can use selective channels like e-mail where they receive information that is personally addressed. However, they can also find information on public sharing platforms like YouTube, online forums,... A second type of actions are sender actions. This encompasses all actions where people share the information about brands with other people. While forwarding as such is indicative for extended reach of an ad (by definition a key performance indicator) it can crystallize in different actions. “Selective forward” actions happen whenever consumers forward the communication to a focussed and/or limited set of people. In turn there are three formats of this kind of forwarding. In “plain forwarding” no comments or much thinking or acting is added from the part of the sender. “Commented forwarding ” means that the forwarder adds negative, positive, reinforcing or other comments. Finally, forwarders can specifically “target” certain people in their peer group (e.g. only send it to brand lovers or acquaintances they know are in a buying process). A second type of sender action are “sharing forward” actions. These consumers like or dislike the ad so much they post it on a open sharing platform such that anyone else interested can be exposed to the ad. The sender is not interested in reaching close acquaintances but reach as many people as possibleA final type of actions are creator actions. These actions basically imply people contributing content to the add (e.g. filling out there or others’ details to personalize the ad), participate in a contest or play an interactive game or even create a new add.In this research, we want to measure to what extent consumers undertake the different types and subtypes of actions: We believe that some WoMo actions will occur more frequently than others. Because receiver actions are passive actions that do not ask a lot of effort from the consumer, we expect this type of action will be the biggest group. Similarly we hypothesize that although sender actions demand more consumer involvement than receiver actions, they will still occur more frequently than creator actions that require a truly active and passionate consumer. Next, we expect that there will be a difference between selective (e-mail) and sharing online communication channels (online forums, blogs, websites specialized in online movies). We hypothesize that consumers will still have a preference for e-mail communication above other types of communication because they are more familiar with the channel (www.E-scape-reports.com)
Leading Chinese e-tailerDangDang.com gives back toits customers—and encourages their vigilant attention tothe site—by randomly assigning one hour a day as“Lucky Time” in which all purchases made within thathour are free of charge. (Tip of the hat to PSFK.com.)