Customer Experience
Puff Puff Pass
You gotta think that the community of Bad Oldeslo in Northern Germany is going to let out a collective, Oh Scheiße, this morning when they pick up their copy of the local Stormarner Tageblatt . As a guy with family in the Durham region, and who has seen Roger and Me so many [...]
Feeding Budget Airline Passengers
In an age of rising fuel prices, and having recently flown on a Northwest flight where snacks could be purchased for $5, rather than being included in the price of the flight, it occured to me that the airline could still provide snacks, and do so at almost no cost.
The way to do this would [...]
The First Rule of Marketing is…
Never talk about your product.
Not ever, not even once.
Talk around it, talk over it, talk under it but never about it.
Why not talk about your product? Simple. You’re too close to it. No one will believe you. So talk about what other people are saying, experiencing and sharing about your product instead.
I’m not talking [...]
Top Ten Marketing Lies & What They Really Mean
Have you ever read a disclaimer or a condition that comes with a a marketing offer and wondered what the $*%# does this mean? Well so have I, and after figuring these things out (the hard way), I’ve decided to spare you, my dear readers the same agony by putting together a little translation [...]
Why Are Companies Afraid to Hug Customers?
When was the last time you told your mobile service provider that you love them or the maker of your cell phone?
There is nothing a company wants more than to cultivate a love affair with customers. Now what’s wrong with that sentence? Well nothing really, besides the fact that its usually a LIE, [...]
Focusing on the Little Things
I was at a local breakfast chain (Chez Cora’s) over the weekend and there was a table with two children literally hanging off the wall and climbing anything they could, as children are apt to do. It was apparent that, aside from the food (and the colouring pages), there wasn’t much of anything for the [...]
Getting Engaged (with your Customers)
I was reading up on some of the VizThink 2008 session summaries that people have been blogging about, and there was one bit from Jim Haudan’s Drawing the Big Picture: Strategy Alignment and Deployment Using Visualization session that sort of stuck out at me:
“Gallup polls indicate that 300 billion is lost in productivity as 25% [...]
Economics over Experience
I’m typing this post from my newly resuscitated iBook (2005 vintage). Over the holidays, someone accidentally stepped on the end of the AC adapter, crushing the metal shielding and bending the center pin beyond repair (I tried to bend it back slowly and it snapped off).
After the initial shock, I thought, oh well, I’ll [...]
5 Secrets to Maximizing your Tips as a Server / Waiter
While I typically like to focus on customer experiences from the customer side, this post is a win-win from both sides. For anyone that’s been a server or a waiter in a restaurant, these should, for the most part be common sense, but you’d be surprised at how often people get them wrong. Put these [...]
