Neat little factoid from the ever-excellent newsletter of ecustomerserviceworld.
February 2025 update
People have been facilitated before: boredom, stillness, recovering attention and the undercurrents of life
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The value of not always saying something helpful
Beyond writing
Writing stuff down can easily remove us from practical reality and suppress our intuition
Inauthentic marketing: case study
An example of inauthentic direct mail, from Lincoln Financial Group. The elements that eat away at the credibility of the sender and the effect on this reader.
The volatile chemistry of trust
Interesting research from Stanford suggests that exciting brands get more trusted after making mistakes and putting them right whilst more “sincere” brands start with more trust but lose it more easily. Perhaps the sensible interpretation is that second-guessing customers can be a waste of time!
The individual transcends the bland…
BA stewardess Claire breaks the corporate ice and creates real engagment. Hats off to BA is their culture supports this sort of thing.
Customer-centricity: is it the answer?
Michael Hammer’s new book, The Agenda, is about the rise of customer power. But is customer-centricity really such a good model for business and society?
Authenticity: you can’t fake it
Thanks (again) to John Porcaro for linking me to the Customer Evangelists’ blog where I found this: OLD SCHOOL: Ad agency pays teen bloggers to
In praise of um… er….. deeper meaning
Once again, it turns out that what we do naturally has more value than we realise; whereas clever contrivances intended to “improve” our effectiveness often just destroy significance… and make us less well understood! A good lesson for all those presentation trainers and “image consultants” out there!
Follies of ranking
John Porcaro blogsmore evidence of the dangers of running businesses by crude interpretations of numbers… how superficial metrics can cover a rich tapestry of human
More Updates
A perfect mess
If you’ve read much of my stuff, you’ll not be surprised I like A Perfect Mess subtitled The Hidden Benefits of Disorder. How Crammed Closets, Cluttered Offices, and On-the-Fly Planning
18 February 2007
Open for conversation
Earl has a good post about how Obama is continuing to work with his network of supporters. Earl’s highlighted some key phrases that resonate for me emphasising the value of
2 February 2009
Moonlighting with Chris Corrigan
I’ve just finished a chat over Skype with Chris Corrigan. I wanted to pick his brains on a facilitation project I’m running. Chris was on his deck on Bowen Island
24 June 2005
Prosper: another eBay for money
A few days ago James and I chatted over Skype with Chris Larsen and John Witchel of Prosper. They are, like Zopa (to whom we spoke in February), a new
18 April 2006
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