Mar 06, 2013
A past client recently emailed me asking, “How do we effectively measure the customer experience?”
Key word here, of course, is “effective.”
When it comes to measuring customer sat or more importantly (and profitable) loyalty - the basics haven’t really changed since I was doing such back in my Fortune 50 corporate days. You ask questions. You compile data. You analyze. You listen. Rinse. Repeat. What has changed is that social media gives us
Feb 20, 2013
The F&F franchise is HUGELY, INSANELY popular. And, yet, it’s pretty much under the radar of pop culture? Or is it?
“We feel like underdogs most of the time,” said Vin Diesel, who leads the “Fast & Furious” cast.
What “Fast & Furious” does have — and it has gone largely unnoticed — is an astounding online following. Its Facebook page has 24.9 million “likes,” more than any active film series except “Avatar.” Mr.
Feb 18, 2013
I once asked an entrepreneur - who had a terrific, patented idea and raised a ton of money - what his biggest mistake was in building his (failed) biz. His answer: “I listened too much to the board.”
The company crashed and burned (with a phenom burn rate that greatly hastened its demise). But the board reps had invested a LOT of money…even though most of them had little to no domain knowledge (?!) and/or were one hit wonders who had made mondo dinero and thus, of course, knew everything
Feb 12, 2013
In no particular order:
As in, “We want to partner with you, Mr./Ms. Customer.” Calls to mind a meeting I once had, in a Fortune 50 gig, with one of our top sales executives. He had great fun (snort, snort), “Yes, we want to be YOUR PARTNER, Mr. Customer. Give us all your money!”
“Partner” implies that both parties in the transaction are in it for more than dollars or that single transaction. There’s nothing wrong with being an operationally excellent company who excels at
Feb 05, 2013
Here in Albuquerque, we’re still kicking around the idea of “the creative class” (Richard Florida). Are we in it? Out of it? Totally out of it? What does “creative” even mean these days?
And, what’s all this about a “creative economy?” if you’re not an artist, do you count? Can you participate? Should you even care? My answer to all three questions: Yes.
Here’s the thing. Once upon a time, not so long ago (as world time goes), most people were - in fact - self-employed artisans of one
Feb 04, 2013
From my “Advertising Isn’t Marketing” File…
There was some sort of big sporting event yesterday. More importantly, a whole bunch of commercials! We simply don’t see enough of those. And, there were ads right in your Twitter feed! Real! Interactive! We love you; you love our ads! (Now, please, go buy something already…)
LOS ANGELES – Super Bowl sponsors are touting a new rationale for the record $4 million they’re spending on some 30-second spots this year: that viewers of the
Jan 28, 2013
Aside from the fact that I loathe the word “expert”...
First, let’s talk about followers. I have about 140. Um, maybe 130…haven’t looked today. Of which about 1/2 are trying to sell me something, another 1/4 follow to get followers, and so on. Thus, on any given day my tweets may be noticed (much less read) by about 20 people, of whom five may actually be - sometime, maybe - a potential client or good biz connection. (Those of you who follow thousands - c’mon, ‘fess up. How many do you
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