McKinsey & Co. Make it Official
AdAge reports McKinsey & Co. has warned its Fortune 100 clients that traditional television advertising with be just one third as effective in 2010 as it was in 1990. If we can’t depend on television, what can we trust?
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Taming Your Tongue, Part 2
An earlier post discussed how we talk about our competitors. This post discusses how we talk about our customers. What would be the affect on customer loyalty if what we said about our customers became transparent?
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How Blogs are Changing the Way Businesses Talk with Customers
For the first time corporate communication can be a dynamic two way conversation with the customer. Blogs are already changing business. What is the impact of blogs on corporate trust and the connection with the customer?
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According to the second annual TIAA-Cref Trust in America Survey, 92 percent of American investors say: "I would invest with a firm that has strong ethics even if it meant not getting as high a return on my investment."
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Making the Case for Design Thinking
We recently posted the thoughts of designers on design. Lest you think we stacked the deck, here, from Fast Company, are some hard-headed thoughts on design from Steelcase CEO, Jim Hackett.
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Six Insights into Excellence By Design
"Companies that want to win in the future have to understand how to make the most of design thinking." So say the editors at FastCompany in gathering an all-star panel to select FastCompany’s new Masters of Design class.
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When the Other Guy is So Good it's Debilitating
Here’s a competent, well-paid manager who can’t see how in the world he could communicate with paying customers to make sure they got what they paid for and invite them to spend again. Could things be any more broken?
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Stop Trying to Be Perfect and Start Being Remarkable
The Big Moo is a collection of essays on being remarkable by 33 remarkable business innovators.
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Customer Service Disconnect
Everyone claims to believe in customer service. But little hints are everywhere that there is a big disconnect between what we say and what we really believe and do.
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Pew Report Follows Business Reputation Slide
Americans are starting to think about corporations the way they think about government. Pew has the numbers and InsideWork has a few thoughts on the matter
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Seth Godin at the Direct Marketing Association
Seth Godin tells Direct Marketers to stop interrupting and start telling stories worth listening to.
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Joe Doucet says creativity puts end users at the center of the design universe — an “aha” for some, a startling idea for others.
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Tempted by Cheap and Easy
What do you do when you see the chance to make a quick buck for the company with very little downside? A Seth Godin reader posed that question for real: The offer to spam three million addresses with no threat of blacklisting for just 500 bucks.
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What Does It Mean to Promise Satisfaction?
Brand Autopsy reminds us that companies — Sears, Robuck and Company in this case — built their business on satisfaction guaranteed.
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A remarkable customer service experience drives us to ask, "How did it come to this?"
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