This month (November 5th to be exact) marked the 10th anniversary of my PhD viva. I did my PhD at LSE with Dr James Backhouse, and investigated the profiling of undesirable customers (or customer screening). I looked at how organisations define who is a desirable customer, and who isn’t one; and the process that they … Continue reading My PhD, 10 years on
Umberto Eco died last Friday (Feb 19th 2016). You may know him as the author of great fiction books, such as 'The Name of the Rose' or 'Foucault’s Pendulum'. However, Eco described himself as primarily a ‘university professor who has found a nice way to spend his weekends’. His academic work has been … Continue reading Umberto Eco’s advice to young writers
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
Last week, a friend lost a very close relative. She made a related post on Facebook, which quickly accumulated over 100 comments with various messages of sympathy and encouragement, and nearly 400 likes. Likes! Dicitonary.com is telling me that to like something is to 'take pleasure' in it; which, obviously, is not what the well-wishers … Continue reading We need a new Facebook button. Or a new definition of ‘like’.