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More than technology, CRM is process
We now have so many excellent CRM applications available, the challenge is finding one that can fit the processes that you will actually use. Clearhead: You Can't Buy Personalization, 2017-Jul-18 by David J. Neff You can’t buy personalization. Why not? Because it’s not a single technology point solution. Don’t get me wrong: when it comes…
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Vince Lombardi on loyalty and leadership
Last month Fast Company co-founder Bill Taylor sent an email newsletter that resurrected a story about Vince Lombardi which resonates so strongly these days when everyone seems intent on belittling everyone else. It also reminds me that the greatest achievements of my life have occurred when working on teams. Bill Taylor wrote: …it reminded me of…
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Narratives that work
Narratives have traditionally been entertainment or history. The call to use them in advertising has had mixed results. We are finding more coaches who are pointing out HOW to design a narrative that works for a commercial message. Medium: Helping leaders tell strategic stories, 2017-Oct-24 by Andy Raskin One of the most powerful ways to…
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Trying to figure out Facebook
I would prefer not to use Facebook, but I would prefer not to drive a car, and I'm not getting anywhere on exercising that preference either. I drive. I use Facebook. I know what I think about cars, traffic, and air pollution. I'm not sure what to think about Facebook. My customers and their customers…
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The Harvey and I
Friday afternoon is the right time to write this post, although I suspect I shouldn't publish for a few days… I'm embarrassed about the fact that Harvey was a major inconvenience in my life. Not a tragedy. Not a detour. Not a sacrifice. Our family suffered no losses during/after Harvey except the ability to show…
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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…
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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,…
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Have you heard of the ‘amplification’ tactic for promoting women’s ideas?
Recently, I was in a morning round table meeting where new people were trickling in but not chiming in. After watching for awhile, I interrupted a speaker who'd had the floor for several minutes to ask one of the newcomers to introduce herself. The speaker didn't appear to be annoyed. We need to help people…
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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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Profitless to compete with Amazon?
Speculation about how Amazon will change Whole Foods is running rampant. I click on news stories only to find that experts are being quoted who have absolutely no real information about what Amazon plans to do. Why would Amazon tip their hand at this point anyway?? One thing is clear. The grocery business will be…
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