A dual lack of trust and imagination dooms customer service to customer abuse.
Book Review: The Halo Effect
The cure for people who have read one too many business books and still can’t figure out why they’re not succeeding.
Print is Dead; Long Live Print
The death of the print ad is greatly exaggerated.
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.
What Does Your Company Do?
I’ve just finished judging a contest for small business owners. The first question on the entry form is this: What does your company do? Guess what? Most of them can’t say. They can go on for 500 words about practically nothing at all, but they can’t seem to articulate what it is that they do. […]
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