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
Design principle
My friend Jeremy Sweeney offered this simple idea in a conversation. We keep designing human systems on the assumption that we (and others) are like Mr Spock. We might do
18 May 2012
Musing on a coffee table conversation
I had some friends over yesterday. All four happen to be involved in social work and care in the community. While I pottered they gathered around my kitchen table. They
4 February 2013
The “family” metaphor
I like Mike Wagner‘s argument for dropping the metaphor of family when talking about organisations. Money quote: You’re not Moses and employees are not your people. —–
2 March 2007
What sort of learning?
Just want to point to this lucid article by my friend John Wenger: transformational learning. If someone wanted to learn something like ‘how to have a difficult conversation with a staff
6 June 2015