May 14, 2004

Relationship or transaction

Johnnie Moore

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

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Relationship or transaction

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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Ill-informed thoughts about the publishing business

Robert Scoble’s inspired idea to create a book on Corporate Blogging in a largely transparent way prompted me to think about the publishing business. Robert is planning to auction the

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The plenary vortex

The label “plenary vortex” occurred to me the other day. It describes something quite destructive that seems to happen a lot in meetings of much size. Once you get more

18 February 2014

Disrupting disruption?

I’m trying out ineen which is an alternative voice-over-internet package to Skype. It has a few advantages: it incorporates video (nice but not that important to me), call recording (now

Relationship or transaction

Johnnie Moore

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