Another gem from the ecsw newsletter. Fred Reicheld on loyalty:
There’s a paradox at the core of loyalty. Business is the pursuit of self-interest. Loyalty implies self-sacrifice. So business loyalty is an oxymoron. A customer is not going to be loyal to most organisations because most organisations have their own interest not the customer’s, at heart. When the Harvard Business Review was choosing a cartoon to illustrate a paper of mine on loyalty, they chose a dog.
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.
I’m experimenting with marketing less and listening more
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.
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
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!
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?
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
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
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
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”)
In my previous post I briefly referenced this transcript of a talk at Harvard by Alfie Kohn: The Deadly Effects of Tougher Standards. I’m a big fan of Kohn and
Brian Oberkirch likes this post by Umair and so do I. Like them I loathe the notion of one-word-equity. The other day James highlighted the wisdom of Etsy’s Robert Kalin,
I loved Dave’s post about the village which took road safety into its own hands. Frustrated by bureaucratic delays to safety measures, they ran a competition to create scare-cars to
David Maister writes his perspective on careers. There are 12 rules including these which I quite like 5 If you want a specific experience ask for it. 6 Better yet,
