May 14, 2004

Relationship or transaction

Johnnie Moore

I’m Johnnie Moore, and I help people work better together

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Good post by Chris Lawer: Overseas call centres damage the brand. Suggests that the cost savings of outsourcing are often negated by loss of customers. (And that’s not taking account of the impact on customers who don’t actually leave which is easily measurable. What about the lost goodwill and enthusiasm of customers who stay but with apathy or resentment, which is harder to measure). I agree with Chris’ conclusion:

It seems that many businesses today view their customer interactions as a COST TO BE REDUCED rather than as a potential investment in service, dialogue and learning

Waterfalls and chaos

I linked to this paper on wicked problems the other day and Chris Corrigan commented “there’s a lot in that paper eh?”. Which is true.

Unhurried marketing

I’m experimenting with marketing less and listening more

Passion branding

Passion brands bring people together based on common interests and excitements. I’m particularly interested in ones created from the bottom up, as opposed to driven by producers concerned mainly with profit.

Medinge Moments

Just back from another extraordinary gathering at Medinge where the community that has produced Beyond Branding meets each summer. I was planning to keep this

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!

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?

What brand are you?

Thanks to Matt Tucker at Smith Associates for telling me about What Brand Are You. It strikes me that lots of companies waste money on

Just Undo It?

The AntiBrand: blackSpot sneakers, a project by Adbusters attacks Nike directly. In doing so they take on what has become one of the great icons

Putting humanity into branding

We live in a world of too much marketing and too much branding. People’s faith in advertising has fallen to new lows as we simply

New Abbey

So the Abbey National is rebranding itself this morning. As I write this entry, they are revealing their new look, their shortened name (just “Abbey”)

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On interesting meetings, and doing “nothing”

Chris Corrigan writes about running a very interesting meeting. As a fully paid up Englishman, for me “interesting” is one of those great code words that can mean all sorts

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Individuals and teams

Kathy Sierra stands up for the power of one. I’m not dissing teams–our books are all collaborative efforts and far better because of it. And we consider ourselves to be

20 February 2005

Applied Improv Conference

This autumn’s Applied Improv Conference (New York Sept 29-Oct 2) is looking set to be a great event. We’ve just added an opening session on the Thursday evening called The

Relationship or transaction

Johnnie Moore

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