May 14, 2004

Relationship or transaction

Johnnie Moore

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

Home
Branding
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”)

More Updates

Lessons from “The Logic of Failure”

Fascinating insights into the patterns of failure

20 April 2018

Emotional debt

Releasing the hidden costs of pent up frustrations

30 June 2017

Aliveness

Finding the aliveness below the surface of stuck

3 November 2016

They’ve seen it before…

Don’t get attached to your favourite process

24 September 2016

Keeping it simple

The virtues of stripping back your processes

31 May 2016

In a network, in a mess, or in a mesh?

Sometimes it’s ok to stay confused and entangled

1 May 2016

Overreaction

England had a very disappointing game last night and along with many fans I did my share of yelling at the telly. In the bright light of morning, though, what

19 June 2010

Glitch

I’ve just upgraded to MovableType 3.16 and I’m having a problem with some of the individual archives (the pages you use for adding comments and trackbacks). Apologies if you can’t

26 April 2005

links for 2010-09-26

Robert Paterson's Weblog: UPEI students protest high tuition – a warning about your loans "Your BA is not a ticket to a job. Your loan is an anchor not a

26 September 2010

Getting out of the sewer and organising change

Michael Herman has a lovely post highlighting ideas from Vaclav Havel. Reflecting on escaping from a sewer Havel talks about the role of hope: Hope is definitely not the same

Relationship or transaction

Johnnie Moore

Share Post

More Posts

More Updates