It is snowing in Europe. It’s been snowing for days and the place is shut down tighter than an auto plant in Michigan. I’m writing this just a few days before Christmas and the news is full of teary people desperately trying to get someplace for the holidays. They are, quite naturally, blaming the airlines. […]
Porcupines Part IV: A Jack Russell Betrayed
Final post on porcupines, I promise. We’ve reviewed the regrettable things marketers do to perfectly lovely people that make them angry, demanding and rude. First we can ignore them. If that doesn’t work, there’s always cornering them with unnecessary or unwanted stuff and today we discuss the big one: Betraying them. There are five ways […]
Why Do Small Business Buyers Act Like Consumers?
In any gathering of B2B marketers, the topic of small business inevitably comes up. After all, those of us who work for large companies collectively discovered them just a few years ago. I’m pretty sure they didn’t exist until we found them. Or if they existed, they certainly didn’t buy complicated things like computers and […]
Of Trust, Imagination & Beach Balls
A dual lack of trust and imagination dooms customer service to customer abuse.
How to Save $50,000 on Customer Research
Too much time spent in focus groups and not enough time spent just focused means branding over brand and crappy customer experience.
