Category: Heart on your sleeve
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Loyalty is as loyalty does. (Commenting on Kathy Sierra’s post.)
The amazing customer experience expert Kathy Sierra surfaced last week at Hugh MacLeod's blog in order to share a rant about the loyalty marketing movement. Although I totally agree with what she says, I think, as a member of the "Support Local Grow Together" movement, I can be really unselfish when I buy something. Supporting…
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Why we read between the lines and how to leverage that in copywriting
Direct mail copywriting has always made me uncomfortable because it's so pushy. But every piece of writing has an intent, and people read it with that intent in mind. Does your writing quickly and authentically convey its intent? You stand to lose much more by obscuring it. If you read the entire article excerpted below…
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A Facebook page is more than a list of fans
Participating in Facebook usually requires a separate content strategy because what works on blogs and newsletters just doesn't work on Facebook. As long as it's monitored, Twitter runs pretty well just carrying headline links to quality content. But if you cross-post those items from Twitter to Facebook, your posts will probably be ignored, then become invisible…
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Misguided efficiency in the making of offers to your customers.
When people become achievers they develop a fascination with efficiency. We all depend on achievers to get things done. Freshly minted achievers see efficiency as the solution to the world's problems. But speaking as a reformed achiever, we eventually realize that efficiency has limited benefits. Shall we say that achievement doesn't scale? Nah, we're wallowing…
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Build painless intimacy with customers and teammates
I'm reading Patrick Lencioni's Overcoming the Five Dysfunctions of a Team right now. What he says about building trust with teammates is equally applicable to customers. …it's best to start small. The point of the first exercise is to help people get comfortable with moderate vulnerability. When dealing with customers, how can you keep it…
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How to turn customer service into a marketing campaign
A growing trend among retailers is to have such fabulous customer service that it becomes a marketing campaign. The secret, I think, is to hire someone of extraordinary insight to run the customer service function. NY Times You're the Boss blog: Seven Steps to Managing your Online Reputation, 2010-Oct-19, Henry Posner, interviewed by David H.…
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Good news for the future of collaboration and innovation
OpenSource.com: Total victory for open source software in a patent lawsuit, 2010-May-3, by Rob Tiller The jury verdict last Friday in favor of Red Hat and Novell in a case based on bad software patents owned by “non-practicing entities” is an important victory for the open source community.
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A good idea for funding better education from Robert Reich
I don't agree with everything in this video from Robert Reich, but I agree that nothing is more important to our future than improving the education system. Salon.com: Why schools matter more than Wall Street, 2010-May-3, by Robert Reich What our kids learn — America’s human capital — is more important to our economy than…
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Makes me wish I worked in an office again, almost…
I used to collect quotations but I never found something to do with. Now I’ll just drop them in a jar, but where to put the jar? HelpOthers.org: A “Food for Thought” Jar, 2009-Oct-21, by “BedBug” (via DailyGood.org) When I worked in a busy office, most of my co-workers kept jars of candy on their…
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Just made donation to Houston Area Respite Care (www.harc-hou.org), hope you’ll consider too
Houston Chronicle: Trying to Save a Godsend, 2010-Apr-26, by Jennifer Radcliffe: But with donations down in this tough economy, the Houston Area Respite Center is in danger of closing its doors. It doesn't have the $90,000 a year it needs to operate the parents'-night-out program or its social club for adults with special needs. A…
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