“Delight the customer” is meaningless drivel, not a “strategic objective”
“Delight” is not really a quantifiable idea, and you know what? That’s exactly how the top dogs want it. Continue Reading
Customer Service
Customer insight? That requires thinking, yes.
What if I told you … it’s possible to view customers as more than simply wallets with fingers? Continue Reading
Start treating your consumers as insiders
I’m not a big enough deal in the marketing world (yet?) to get sent to things like #INBOUND or #CMWorld, although I definitely enjoy tweeting using the hashtag from afar. (I enjoy fun little games.) INBOUND — which is put… Continue Reading
Could advertising just die someday as an industry?
I’ve wondered this for a couple of months now, so I decided to try and sit down and make some sense of the idea with a post. Here’s the thing: advertising is oftentimes everything to media pursuits (television, magazines, newspapers, etc.) It’s… Continue Reading
Most companies have no idea how to value customers
I sometimes understand — don’t per se ‘get it,’ but understand it — when companies could care less about their employees, because oftentimes employees are seen as almost transactional. They come, they do a job, you pay them X-amount of money, and they leave. That’s… Continue Reading
What you feel for a brand is essentially “rational love”
Kinda interesting, via here: The researchers first approached the question with structured interviews of 60 study participants about brands and people they loved and liked. They noticed some similarities in the way participants discussed humans and items: those that were… Continue Reading
The era of “customer-first” is going to be terrible for employees
Stop and think about this for a second: there are some strong “thought leadership” brands out there in different verticals. Even though businesses tend to make decisions based on market forces or economics or finance, you still see leaders and… Continue Reading
74% of executives say customer experience is a priority. Is it?
Not breaking news: executives at companies large and small often claim one thing is a priority (words), then their actions make it clear that a totally different thing is the real priority. For example: “talent strategy” is a priority, folks!… Continue Reading