The teaser on the cover of The Effortless Experience promises “a business detective story…” Who doesn’t like a business book with a few bodies piled up in the first chapter? I’m in. Alas, no detectives, bodies, forensics or car chases here, but all is not lost; this is a cracking good read about customer loyalty […]
Are You Beating Your CSAT To Death?
A while back we looked at how marketing shoves the Customer Abuse Department under the bus by setting unrealistic expectations nobody can possibly live up to. Today I want to talk about another reason our customers may be finding our statements about their value a little dubious, and it’s time to blame Daddy. You remember […]
How Marketing is Pushing Customer Service Under the Bus
In 1958 John Kenneth Galbraith famously took on the economic doctrine of Consumer Sovereignty. First floated by Paul Samuelson, this theory held that consumers, by right of their choice in the marketplace, were ultimately the sovereign beings who determine what is produced and the price at which it is sold. Galbraith put a bullet in […]
Why Marketers Need to Own the Dismount
If December is about faithful friends drawing near to us, then January, it follows, must be about breaking up with them by email. So last weekend I did my annual review of things subscribed to, and tossed the ones I don’t like, don’t recall signing up for and that just plain irk me. You would […]
What To Do With Your Passives
Go find your cat. I’ll wait. … No cat? Borrow one; people leave them everywhere. Now look the cat in the eye and ask, “how likely are you to recommend me to a friend or colleague?” I’m going to bet that if you have this conversation with ten cats, one of them will climb into […]
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