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
Culture and strategy
It was hard to resist the allure of Eaon’s post, the route to everything. He starts off with the Japanese idea of Kyo-chi-gyo-i. In this Kyo is Goal. Chi is
4 March 2012
What’s Love Got to do with It?
The latest Hugh and the Rabbi podcast features Hugh, Pinny me and guest Euan Semple. Recorded a few weeks ago we’ve only just round to posting it but I hope
12 May 2008
Trying out…
I’m trying out a couple of new bits of software. The first is ecto, an offline blog editor. Previously, I have tried Zempt which was pretty good but would occasionally
29 August 2004
Why blog?
Denzil Meyers asks Everyone and their dog seems to be blogging except for me. What’s the big deal? Answers on a postcard (well, comment form then) here please.
29 March 2005
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