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
links for 2006-01-21
The Observer | Magazine | Just Say ‘No’ Another trend is spotted: the New Puritans who eschew binge drinking, long-haul tourism etc. Found via Tim Kitchin who dubs them the
21 January 2006
links for 2010-05-03
"Anatomy of an Epidemic": The hidden damage of psychiatric drugs … "In the past few months the perennial controversy over psychiatric drug use has been growing considerably more heated. A
3 May 2010
How to spend your ad budget
Another reason why Kathy Sierra is on my must-read list. Bonus link: Olivier Blanchard riffs on the same theme. Tom Asacker picked out this bit “The burger joint isn’t an
31 October 2005
Donald Duck hijacked by Child Catchers
Olaf Brugman is not happy with his child being on the receiving end of direct marketing: I have spend hours over the past couple of days explaining to one of
25 January 2004