The case for NOT making customers feel special

Most likely, you have heard before that organisations should treat high and low value customers differently. I, for one, recommend that on a regular basis! Today, though, I am doing the opposite – this article is about the reasons to treat all customers the same. We are all different. We all like to feel special. … Continue reading The case for NOT making customers feel special

Miss Contrary

The advantages of looking at things from a new perspective Here at home, sometimes, we play games against the rules. For instance, in chess you position your pieces so that the opponent has to capture them. I call it being ‘Miss Contrary’ (you know, from the ‘Little Miss’ series, by Roger Hargreaves) It’s a great … Continue reading Miss Contrary

#followfriday: @tomfishburne

#followfriday (or #ff) is a tradition started by Micah Baldwin (according to Mashable), whereby you name Twitter user your followers should know about. It is important to provide information about the name user, to help others decide whether to follow them. Hence, in addition to naming interesting users on Twitter, I provide a bit of … Continue reading #followfriday: @tomfishburne

A Behavioural Primer for Social Media Marketers

In a talk to MSc eMarketing students at Oxford Brookes University, Paul Fennemore defended that any Social Media strategist needs to master certain aspects of human behaviour if they are to make informed choices. This post explains, in very basic terms, 6 such key drivers: altruism, hedonism, homophily, memetics, narcissism and tribalism. Social Media may … Continue reading A Behavioural Primer for Social Media Marketers

Some changes around here

Thank you for your responses to my soul-searching post about the blog – very useful comments, both online and offline (thanks, Tim). As a result, I made a few changes around here. Thank you very much for your comments. You reminded me that: - I need to be very clear about my own objectives - … Continue reading Some changes around here

#followfriday: @qualityhunters

Having my own medicine

This is a soul searching post. I need to make some changes around here. Can you, please, help me by answering the questions below? Do you know how some doctors tell you to be healthy but smoke and do not exercise?! I keep telling my students and the managers I advise that the key to … Continue reading Having my own medicine

#followfriday Suggestions

Why I’ll eat flowers from Marks & Spencer but stay away from LA Fitness

In less than 24 hours, I was reminded of the good, the bad and the ugly of branding in the 21st century. The Good I was chatting to the check-out employee at Marks & Spencer, as I finished packing my groceries. He said, looking at one of the items ‘Hum, never ate those flowers, before. … Continue reading Why I’ll eat flowers from Marks & Spencer but stay away from LA Fitness