Jack Yan spots an interesting post by Ismael Ghalimi. He used LinkedIn to find someone at United Airlines who was able to resolve a problem for a group of his friends.
Jack sees this is a sign of a return to better customer service at United. For me it says a little more about the value of LinkedIn, a service that up until now I’ve valued very little. I might need to think again.
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.
I’m experimenting with marketing less and listening more
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
Welcome to the Ourhouse Weblog. Blogging is something I’ve become increasingly interested in. Earlier this month I set up the Beyond Branding Blog which is
The competitive streak in me means I need to keep with Tony Goodson’s blog. The struggles of learning to speak “Movable Type” and thoughts on the nature of blogging.
Earlier today I was writing about passion brands and the power of community. I got a small but interesting example of this principle in action when I visited Ton Zijltra’s blog to find that he’s opened a separate blog on his planned abandonment of Microsoft.
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.
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!
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?
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
Guy Kawasaki pointed me to this useful article about the research of Carol Dweck. Guy’s summary is terrific and I won’t repeat it. The very short version is this: If
The Frontal Cortex: Inequality and the Perception of Fairness. I love the experiments psychologists come up with. One of the more powerful examples of this behavior comes from Franz Waals
Well it had to happen. I’ve set myself up for what sounds like an intellectual property suit to make SCO-IBM look a cake walk. Gary Lawrence Murphy warns me in
Nice article from the NY Times: Airlines Learn to Fly on a Wing and an ApologyNo airline accepts blame quite like Southwest Airlines, which employs Fred Taylor Jr. in a
