The wonderful Jason Fried points out that most company policies are a form of organizational scar tissue – an overreaction to a single, unexpected event. I love this metaphor, and I would suggest it extends well beyond dress codes and not stealing someone’s yogurt and has a profound impact on how we treat customers. Policies […]
Why We Need Small Data Too
The other night we went out with friends for dinner at a place with great food and terrible service. As we waited and waited and waited for our food, our poor server eventually ran out of excuses and reassurances that we would not be late for our play and simply went to hide in the […]
Is Your Customer Self-Service a Porcupine-Making Machine?
Trade show season is, mercifully, drawing to a close and loading docks across the nation are filled with display booths, crushed foam core signs, dented ballot boxes and damp collateral. Marketing pros are tracking their stuff as it lurches across the country, sits in Memphis awaiting a customs broker or languishes in some depot. At […]
A Refreshing Look at Customer Loyalty
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 […]
