Every Wednesday, I rearrange the colour-coded pens and precisely aligned office accessories on my colleague’s desk. It’s a thing to look forward to. I think it was Craig Jarrow at Time Management Ninja who said that the most important thing you do with your day is deciding what to do with your day. I believe […]
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 […]
The Curse of the Grandfathers and Other Revenue Mishaps
There’s a guy at my gym who annoys me. His name is Mike or Mark or something like that. He really, really likes to talk even when I have my headphones on and I’m staring intently at Dr. Phil’s Family Disaster du Jour on the monitors. That isn’t what bothers me, though. He never wipes […]
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 […]
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