Monthly Archives: May 2010
Customer Experience – in 35 seconds
OK – not quite, but this was a fun little exercise using Google Search stories that my colleague/boss/friend/partner in crime Ryan Kosanic built yesterday afternoon. Just thought it raised a few really good points: 1. Anyone can create content – and it can look pretty sophisticated. 2. It can be published anywhere 3. It’s actually […]
Playfully living your brand: Peninsula Hotel Chicago and Google
Went for tea at one of my favorites yesterday – The Peninsula hotel in Chicago and what do I encounter? Just a lovely example of how even upscale brands can show their city some love – how much fun is it when you don’t take yourself too seriously? Contrast this window size photos at the […]
Top 50 websites in the world 25 May 2010 (5/25/2010)
Been a while since we’ve done one of these and what a difference the time makes…the number one position is still the same – which can only be said for 7 others in the top 50 – including Live.com (5), Wikipedia (6), Google UK (20), and Google BR (28), Mail.ru (31), flickr (32) and Doubleclick […]
Why old media fails at new media ventures: enter the $20-30 VOD
If I were a media company looking to make the public hate me more than that they already do, what would I do? Charge customers obscene amounts of money to see a film before general release – a little bit before general release. So if a human being desired to see – let’s say – […]
Protected: Hidden Post – Universal Truths
There is no excerpt because this is a protected post.
2010 Customer Service Hall of Shame (MSN data released May 2010)
On May 18th, MSN’s Money page published a report on the current state of customer service – as perceived by the customer. I am enamored with any research that does not use what customers tell a company directly. It’s hard to lie to a company to their face – you have to be really mad […]
5 Myths of Customer Value Management
While there are many methods surrounding customer value and the method by which its calculated, most of the methods are so circa 1998. Thus, I wanted to put a few of the whoppers out there for you: The *Lie* of Averages – Averages are designed to force things to the middle. They disguise the variation […]
When is supply chain optimization customer experience?
On Yahoo! Finance, Wal-Mart was recently given high praise for making a move for savings and sustainability. They now carry only concentrated detergent on their shelves. The outcome is certainly laudable – less packaging means less for our kids to have to figure out a way to dissolve or turn into something else. Less greenhouse […]
The Analytics Lies We Tell Ourselves
Analytics – and their kissing cousins statistics – are vaunted as TNT – the next thing. As well they should be. What else has the raw power to transform us if we only yield our hardened and overconfident selves to its logical and principled care? But as humans, we get in the way, sub-optimizing things […]
