Random Articles

• Measuring What You Can’t Automate “[I] think how much better it would be if we could just measure how much people care.” - Dave Slusher Like Dave, I don’t understand the fascination with measuring downloads. Well, I take that back - I understand it for producers trying to woo advertisers. I don’t understand why advertisers would want to base their ad
• Cost of Stolen Towels Comes Out of Marketing Budget A couple years back, Amazon attempted two things: Advertising in print and on television. Charging for shipping. They found little return on the first, and a found a huge backlash against the second. Amazon now finances their Super Saver shipping with their advertising budget: NY Times - Amazon Tries Word of Mouth Holiday Inn just took a page from
• A Polite Response is Reciprocal Recently, I’ve noticed an impolite practice from some of our vendors. When you connect with a person in customer service, this is the initial exchange “Hello, I’m Steve. May I have your account number?” Rather asking me to reciprocate and introduce myself - as is a common and expected practice in our culture - they
• The LunchTrain While at Sun this week, I shared an inspiring conversation with Rick Levine, co-author of Cluetrain Manifesto. It was a nice reminder that; relationships take commitments. new problems require new solutions. advertising dollars are better spent elsewhere. Thanks Rick.
• Even the Almost Perfect Customer Experience Takes 15 Years I bought a car last week. We’ve been looking for another one for some time and not been real happy with what’s available (anything under 20 mpg just seems irresponsible). My father-in-law has a fantastic, nearly 15 year old relationship with a dealership. He’s purchased every car I’ve ever seen him drive there. When Jen