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.
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
Values – ideal or real
I am blogging from my friend Thomas’s office in Essex. All around are those inspirational posters… eg “PERSISTENCE Now that we’ve exhausted all possibilities… let’s
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.
More Updates
Knowledge, power and network turbulence
My friend Jon Husband writes about the turbulence caused to traditional ways of managing by networked people: Knowledge power and an historic shift in work and organizational design I was
15 December 2013
NYC
I’m in New York and getting the usual buzz from being here. Going to investigate Birdbath this afternoon, and have some free time over the weekend if anyone reading this
27 June 2008
Conversing with customers
Jennifer Rice has just added an interesting post on Talking with Customers. Essentially saying ethnography (ie watching what people do) is great AND talking to folks is also pretty good
8 November 2005
Bring out the instruments…
Another pithy post from Matt this time on Myers-Briggs and similar ways of classifying people. The more I am exposed to these tools, the more they remind me of MBTI
26 February 2008
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