Category: Heart on your sleeve
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Half Price Books shows the way in instituting loyalty
Half Price Books is the perfect example of a company that deserves our loyalty, not because they care, but because they care enough to institute systems that preserve their values. Retail Touch Points: At Half Price Books, Empowered Associates Create Curated, Store-Specific Assortments, 2019-Apr-19 by Bryan Wassel Half Price Books is unafraid to take its…
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Loyalty in relationship to other values, such as justice
David Brooks just published a NY Times opinion piece where he praised American philosopher Josiah Royce (1855-1916) for developing a meaningful way to relate loyalty and tolerance. (See money quote below.) About 5 years ago I started studying customer retention practices and became fascinated with loyalty programs. Many marketers these days worry about 'true customer…
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Defining and maintaining our communities
As people get busy they are unlikely to maintain their community, so if you want someone in your IRL community, you have to take responsibility to get them out there. I recently began scrolling through my contacts and reminding people to come to events with me, or to see me for coffee, wine or a…
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Why business owners take action: GEMPS
Remember GEMPS! The decisions made by independent business owner/operators are driven by a need for Growth, Ethics, Money, People or Self-fulfillment… and I bet the order of importance varies by person and probably over time. And I suspect these drivers don't much apply very much in larger businesses where decisions are made by teams. Flux Studio Notes: Stop…
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Prime issues with Amazon
Amazon Prime is one of the most popular loyalty programs in the country, and Amazon customers enjoy very high satisfaction levels. However, it seems that people are sorting themselves out into pro- and against-Amazon, as they are in so many other areas. (The 'against' group is definitely the minority.) Amazon prides itself in operating on…
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The real key to customer centricity: people taking care of people
When people inside a company are kind to each other, they will be kind to the customers. Harvard Business Review: Trust Your Employees, Not Your Rule Book, 2017-Apr-20 by Bill Taylor (new book, Simply Brilliant) The entirety of the Nordstrom Employee Handbook fits on a single 5×8 card and involves exactly one rule. Here is…
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Why I love Twitter… no trolls in my feed.
I love Twitter. Maybe it's my little echo chamber… no trolls there! If you are fighting for minority rights… follow me… I'll follow back. Let's make trolls the minority on Twitter. @QViews
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How to keep going when the project gets all tangled up
People tell us that good planning will lead to project success but that's a lie. Good planning can keep your friends on your side when the project is completely messed up. Good planning can help you track where things went off the rails. Good planning can lessen your guilt, but wait, maybe we have nothing…
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How to be entrepreneurial in writing for customers, even if you’re not in a startup
First, just start answering your customers, sharing things with them. Then worry about how to organize and edit what needs to be said and how to style it. Stephanie Hay, a 'content strategist' with Capital One was recently interviewed about why so many companies have so much trouble generating 'engaging content.' See her excellent remarks quoted…
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A Critique of the “Attention Economy”… maybe attention is not finite
As a marketer, I appreciated Tom Davenport and John Beck's The Attention Economy when it was first published in 2001. Recently Matthew Crawford has been writing about the "Attention Commons." Both are focused on how advertisers battle to capture attention. But maybe attention is something we manage ourselves. Here's to the idea that we nurture…
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