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 […]
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 […]
What To Do With Your Detractors
Here are some signs you might have a few Detractors in your customer base. There are websites dedicated to the humiliation and destruction of your brand, this one. Your customers park backhoes across your employee parking entrance, like this guy Your customers publicly destroy their purchase with a sledgehammer, and invite passersby to help, like […]
Social Media is the Lighter Fluid, Not the Barbeque
According to a recent article in Ad Age, we’re all (well, most) (well, some) (well a little under 60% of us) are increasing our social spend this year. And that, says Ad Age, means it’s time for those who sell social to put away their SXSW glow sticks, slap on some shoes and get moving. […]
Who Should Wear Your Corporate Speedo®?
Last week we looked at the terrifying beachfront property known as social media. This is where not-so-happy customers are busy telling the world how much their B2B suppliers suck. And it’s where most B2B companies try to pick off the whiners from the cliff tops or shell the beach the relentlessly so they can’t come […]
