Category: Uncategorized
-
Hut Rewards from Pizza Hut jacks up the free pizza for loyalty race
Pizza lovers have to pick their poison to rack up free pizzas. Pizza Hut, Papa John's, Domino's (and others, I'm sure). All now have 'earn a freeby' programs that are pretty clear and friendly. Hut Rewards has generated a lot of excitement because during launch–now until October 1, you can earn a free pizza by…
-
Loyalty without trust
Power allows people to demand loyalty they haven't earned, but I'm not sure it should even be called loyalty. We usually call it "coerced loyalty" but the important thing is that it's not based on a track record of mutual trust. The interplay between trust and loyalty has been amazingly examined in Kendrick Lamar's LOYALTY video,…
-
Expect a random walk with your prospects
Customer journey mapping has helped companies improve their customers' experience, but we have to be smart about the fact that it's just a tool for planning and for empathizing with our customers. How customers actually decide and adopt our services is very unpredictable, and we should keep studying the real data all the time. VentureBeat:…
-
The very personal mass email
Heads up… I'm starting a quarterly update email. Most of you are too young to remember the Holiday Newsletter. Thousands of women (most with families) used to type them up every holiday season, have them copied (mimeographed or xeroxed), stuff and mail them to a dozen or a hundred people. Family news was the focus:…
-
Communicate your value proposition with a ‘solution reflex’
The 'solution reflex' is a cool tool for any business person who frequently has to introduce their business model. Steady CRM: Problem: Businesses lose track of their customers. Solution: Loyalty and/or communications programs that systematically touch customers. Market: Medium-sized companies that are outgrowing their original systems. Business model: Installation and support of customer relationship management…
-
Navigating the stream: the challenge of communicating context
We can't combat clickbait and fake news without understanding why they arose and which of our behaviors feed them. In fact, if we want to have any control of ourselves in the stream, we have to understand how to navigate the newsfeed. I've always been very careful to identify my sources, but communicating context is…
-
Exciting new voice
Joshua Johnson, host of 1A radio show replacing Diane Rehms, quoted in the Washington Post: I think from before I was old enough to know what I was onto, I was onto the idea that information was a currency, that it was a way to create influence, it was a form of power, it could…
-
The team that hangs out together, succeeds together
How have we missed this discovery about teamwork? Learning about "social physics" will dramatically change my plans. It's not easy but it's crucial. I guess most people ignore it because it's NOT a simple answer. Sigh. Digital Tonto: The New Science Of Efficient Organizations, 2014-Mar-5 by Greg Satell [Alex]Pentland’s researchhas found that the most important…
-
Evidence-based decisions are based on data, not one anecdote. But anecdotes are still valuable.
When I was younger, I once told my boss that I was going to change a plan based on something I had just observed. He said, "Oh so you're going with a sample of one?" I blushed, and that incident, I think, was the beginning of my fascination with decision making, which was sparked again…
-
Why I’m still blogging
Back in 1996, no one was talking about the topics that interested me. At least, no one who I knew personally. Going out on the internet, I could find people covering the topics… customer community, data integrity, thoughtful consumption. And I could engage with those people–sometimes. But no one wanted to WORK with me. Over the…
QVIews 