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Sustainable scaling: the growth pattern for the rest of us
The idea that profits fund growth did not used to be so unusual. At its heart, sustainable growth in based on a deep understanding of customers and how to help them succeed. Successful customers invest in the suppliers who got them there. Quartz: The fundamental problem with Silicon Valley’s favorite growth strategy, 2019-Feb-5 by Tim…
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Short-term goals keep killing long-term goals
"Opportunity costs are invisible," notes Rory Sutherland. That phrase is going to get taped to the top of my computer screen. The audience we want to reach with our startup, Creative Houston, has to be reached before it arrives online. We are going to be forced to reach out and form partnerships with out-of-town schools…
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Tenant loyalty and experience apps are good news
Office real estate is roiling, and keeping office workers happy and excited about their work place is becoming increasingly important. Good news for companies that benefit from creative energy at the workplace. NY Times: Seeking an Edge, U.S. Landlords Turn to Tenant Experience Apps, 2019-Feb-8 by Reuters The software can create a brand for property…
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How to inspire loyalty from service professionals
Very little is written about how customers can improve their own experience and inspire loyalty. In research handled by Jing Zhou, a professor at Rice University's graduate business school, evidence showed that customers should not only encourage service professionals to make recommendations, but to take those recommendations seriously, and complement the service person for their…
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How do you evaluate employee loyalty?
We have to look at the well-being of our employees. Are they energized by being at work? Do they speak honestly and thoughtfully? Are they supporting each other as well as the company and its leaders? Retired Marine Colonel Steve Corcoran, now at Telos, uses this question: "What time do you go to work in…
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The right way to fund good journalism… be an innovator
Good citizens want good journalism, and although no one of us may be able to pay the whole salary for a journalist, every community should be thinking about what they need to know, and how they're going to be sure that someone is around to find out for them. Also, publications should be looking for…
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The power of making decisions
We are all barraged with requests for our opinion, time, participation, subscription. Ignoring the request is easier than making a decision. When prompted to make a decision, we often do what seems "good for us." So as marketers we should not just show the benefits, but ask people to actually make a decision, not just…
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How Rifle Paper builds loyalty with social media
Some products are products are perfect for building loyalty through social media. Rifle Paper is an image-oriented company, so Instagram is a natural. The customer communication is very good on Facebook as well. On both platforms, Rifle Paper Co. is generous and interactive. The real value of social media "done right" is brought home by…
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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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Turns out that Facebook and Twitter are terrible places to find out what’s going on
While I knew that I should not rely on the current events reporting I find when checking my social feeds, I'm slowly coming to realize it's not just that we use the platforms improperly, it's that the platforms encourage very poor behavior around current events. Let's share more travel and pet pictures, people. Get your…
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