-
Why customers don’t stay happy
Wouldn't it be nice if happy customers were enough? Unfortunately, you have to plan on evolving with them. And they can seldom explain the situation to you, even if they had the time. Customer Centric Growth: Understanding Your Brand's Ecosystem, 2012-Aug-20, by Steven P. Dennis During the nineties we [at Sears] worked hard to improve within…
-
Don’t let someone else define leadership
Whenever I absorb someone else's idea about leadership, I always become anxious that I won't measure up. When I think about what I have to share and how well I want other people to do, I'm energized again. Penelope Trunk: How to tell if you have leadership potential, 2012-Aug-9 When you look at your own…
-
Using web sites to embrace customers
Small retailers have long relied on strong customer relationships. The internet has added an important new dimension. Retailers now have to web-based user experience as well as in-store customer experience. It's challenging to keep up, but now we have a bigger bag of tools for staying connected with our customers. NY Times: With Web Sites,…
-
Gaming our way into reconnection
Not being someone who plays games except to make someone else happy, I usually roll my eyes when they talk about the ‘gamification’ of marketing. The article below caught my eye because I worry about “museum legs” and people getting turned off by museum exhibits that are oversized, like a supersized meal. If curators thought…
-
Last week of the “mix” show at Goldesberry Gallery
The current show at the Goldesberry Gallery is so much fun. I had to snap a few pictures during the last week. Artists are Jessica Kreutter, Rachelle Vasquez, Nathan Dube, Melissa Walter and John Zimmerman. You can see them in person at 2625 Colquitt in the Upper Kirby District of Houston, through Saturday, August 11. …
-
Will you recognize your next great customer?
Hal Brierly, one of the inventors of the frequent flyer loyalty system, is annoyed. Despite paying $25,000 for a ticket (?!), he was treated like a second-class passenger. Now that experience was comparative. He was sitting in first class, but people around him, who were members of the airline's loyalty program, got more perks. (Damn…
-
How to travel with your prospects
In general, businesses have to push back constantly against the tendency to be focused on a transaction. The job of managers is to make sure every transaction occurs for the right reason and supports better and more sustainable transactions. Forrester: B2B Marketers Have a Blind Spot, 2012-Jul-26, by Jeff Ernst You need to recognize that…
-
Cherish the customers that speak up
Social media can seem like such a hassle, but having an entirely new communication channel means new opportunities to learn from your customers. Listening may be more important than talking. The Hub Magazine: Check, please!, 2012-Jul/Aug, by Spencer Hapoienu of Insight out of Chaos American Express recently released its 2012 Global Customer Service Barometer. It…
-
Distinguish your company values or wind up in conflict
When a company is desparate for a particular skill or talent, it tends to ignore the value system of the new person being brought in. If the company values are easily distinguished, that person can adapt. I say "distinguished" because value systems are alway on/off for specific values. As in we value speed over deliberation.…
-
Social marketing without that hollow feeling.
Social marketing it hard work. If it's not informed by a sincere desire to be yourself (and not just be interesting), then you may as well pack up and go home. All your work will evaporate. Gapingvoid newsletter: Social marketing requires soul, 2012-Jul-19, by Hugh Macleod These days, many people in the social space still…
-
Subscribe
Subscribed
Already have a WordPress.com account? Log in now.
QVIews 