Category: Uncategorized
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Morning Glance: consider how our understanding of the world evolves
We all have a theory of how the world works, shaped by experience. Book reviewer Janet Maslin allows us a glimpse into the journey taken by Donovan Hohn, following the rubber duckies washed overboard many years ago. I love this perspective: seeing life as a scientific journey, testing our theories against experience, over and over…
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Why would anyone blog for free at the Huffington Post?
The rest of the article is about economic models for how journalists may get paid, but I think that's a pipe dream as long as others are prepared to work for free. The real lesson from social media businesses remains, from MySpace on – be an owner, get other sucke….sorry, valued contributors – to contribute…
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How innovators drag us into the future
Such superfluous references to the past are known as skeuomorphs (from the Greek words for tool and form), and Apple’s fondness for them on the iPad has provoked criticism from some designers. via www.nytimes.com Speaking as an innovator, anything that helps us gain acceptance is valuable. Not that there can't be too much of a…
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Why we have to be open to good ideas wherever they come from
In the midst of the Egyptian revolution, I realized that many of us in the West—and I include myself squarely in this—act under the assumption that progress in digital democracy would come here first, because our technology and our democracies are more advanced. Then it became clear to me that such advances would come instead…
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The problem with delighting your customers
I actually have no trouble with the idea of delighting customers. But I'm concerned about companies that take 'delight' as a goal. Mediapost Marketing Daily: Loyalty Now Hinges on 'Delight,' 2011-Feb-7, by Karlene Lukovtiz Today, the brands across all categories that are knocking the ball out of the park when it comes to customer engagement…
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It’s the age of social business… do you know where your customer data needs to be?
The most effective business web sites of the future must integrate customer data, and that means more than personalized landing pages and tracking visitors. The off-site data you collect must be fed into your web site. Unfortunately, few of the current small business web sites have this capability. I predict the next big wave of…
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Working on my story
In preparation for updating my resume, I've been trying to sketch the story of my professional career. Here's what I've come up with so far. Comments are welcome. Read as PDF: Download Tq-110125-mystory.
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Saddling our customers with high-maintenance relationships
When I told someone that I design loyalty programs last weekend, they replied, 'So do you do offers or newsletters?' My response is that I provide what the audience wants. Although evidence abounds that the audience wants offers, the question remains 'How will we communicate these offers?' The only way to make the offers relevant is…
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Loyalty without attention
I recently discovered the work of Adrian Ott (The 24-Hour Customer), who focuses on how marketers should adjust to time-starved markets. Her Fast Company blog post adds a valuable perspective to generating loyalty today. Information overload continues to escalate. To cope, people seek ways to minimize demands on their attention. Rather than getting louder and…
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Challenge: getting employed as a customer expert
I've worked many marketing jobs over the years, but I've never had the opportunity to do what I do best, which is developing more loyal customers. So this morning I ran across an article by one of my favorite authors, Bill Duggan of Columbia University. He recommends making a matrix of possible solutions and sources…
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