I had to send my smartphone off to have the screen replaced, and will be without it for a few days. So, it is a kind of detox. An enforced one, though, rather than the I-want-to-spend-some-time-away-from-civilisation kind. The first thing that I missed? The alarm clock. I rely on it twice a day: first to … Continue reading Enforced detox from my smartphone
New book: The Dark Side of CRM
I just received my copy of the book 'The Dark Side of CRM - Customers, relationships and management', which I co-edited with Bang Nguyen and Lyndon Simkin and can be ordered here. The book tackles the duplicitous practices and undesirable behaviours that affect the relationships between firms and customers. Building relationships with customers enables a firm to learn … Continue reading New book: The Dark Side of CRM
Labels matter for how organisations treat customers
A pudding tastes better when it is described as ‘healthy’ than when it is described as ‘diet’. A business proposal is more credible and persuasive when it is delivered by someone with the title 'director' than when delivered by the same person but using any other title. And students judge online courses more favourably when … Continue reading Labels matter for how organisations treat customers
August 2015 round-up
This is a cliché but… where, oh where, did the summer go? I can’t believe that the semester starts again in a couple of weeks’ time. I really am not ready! Looking back at my #5pm pictures, there were a lot of paper sorting, computer time and coffee drinking this month. If I had to … Continue reading August 2015 round-up
Varian: Say what to do, not what it is
This weekend I decided to clean my paper files. Tucked in between my notes on refining your research questions, or writing a PhD thesis, I came across this 2001 article by Hal Varian with writing advice. The article has various useful tips, both general advice about writing, and specific advice about writing three different types of … Continue reading Varian: Say what to do, not what it is
Protecting the rights of children as consumers of digital technology
There is a new initiative in the UK, the iRights, proposing guiding principles for the design and operation of digital spaces used by children, so that these young users of digital technology can fully benefit from the opportunities presented by digital technologies. I think that these principles are really helpful in moving the debate away … Continue reading Protecting the rights of children as consumers of digital technology
Our surveillance book has been featured on TV programme ‘Going Underground’
The Russia Today TV programme, Going Underground, has covered the book “The Private Security State - Surveillance, Consumer Data and the War on Terror”, in some depth. As you may remember, this book is the product of a large research project sponsored by The Leverhulme Trust, and led by Professor Kirstie Ball at the Open … Continue reading Our surveillance book has been featured on TV programme ‘Going Underground’
Young children’s use of tablets and mobile apps
The University of Sheffield has released the early findings from an ongoing study looking at the use of tablets and apps by children aged up to 5 years old. You can learn more about the project, and download the report, here. Some aspects of the study are debatable (e.g., the classification of the apps mixes … Continue reading Young children’s use of tablets and mobile apps
July 2015 round-up
July was a strange month, and yet very typical of this time of the year. I returned to my teaching and managerial responsibilities following the end of the sabbatical (including an office move), attended the Academy of Marketing Conference in Ireland, and had annual leave. My #5pm pictures tell a great story about this … Continue reading July 2015 round-up
RyanAir CMO says: It’s not cheap. It’s smart.
What do RyanAir, Aldi, Ikea, H&M and Amazon have in common? According to Kenny Jacobs, Chief Marketing Officer (CMO) at RyanAir, these are all brands that appeal to customers because they allow them to spend money smartly. It is less about “The brand is cheap. The customers are skint”. More about “The brand is … Continue reading RyanAir CMO says: It’s not cheap. It’s smart.
Ana Canhoto 