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 […]
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 […]
Porcupine Customers Are Made, Not Born
My name is Elizabeth and I’m a Porcupine. Well, only a part-time Porcupine; the rest of the time I try to be a more benign member of the woodland family. If you haven’t read Rich Gallagher’s book, What to Say to A Porcupine, you should go get it now and send it to your poor, demoralized […]
