Chris Bailey

How To Piss Off Your Employees the Yahoo! Way

Let's hope not. Hot off a media scolding for selecting The Today Show instead of Good Morning America to announce the new Yahoo! home page redesign, Marissa Mayer is now going to have to deal with fallout of a very different nature. Apparently, it's no...

Three Myths Of Corporate Culture

One of the reasons I chose to pursue a post-grad degree in anthropology was to better understand something that most businesses fail to fully comprehend: organizational culture. There are countless posts out there by otherwise well-intended people trying to describe "corporate" culture. Trying to...

Can Your Startup Succeed Like Pinterest? Only If You Understand People

I've been talking with startups in Austin (and a few who made the trip here for SxSW) about how they incorporate the customer into their business. The conversation usually begins at a high-level, where I learn they have someone covering customer support. Then they...

Think Personal Touch Doesn’t Matter To Your Brand?

Think again, amigo. Today's reminder comes from Klout, who actually did much to redeem itself by not hiding behind a faceless corporate persona. When it made a mistake in an email, the mea culpa came from their marketing associate's personal Twitter account. It started with...

AT&T Proves It Knows Zilch About Positive Customer Experience

Want to know how to quickly turn a new customer into a vocal ex-customer? Offer pretty talk without delivering meaningful results. This is my personal experience dealing with AT&T. First the set-up. As a part of our family's end-of-year review of finances, we realized we...

Marketers Are Hypocrites

Yep, big fat, stinking hypocrites. Why? Because we perpetrate the same marketing bullshit that annoys us to no end on our own prospects and customers. Think I'm joking? How many times have you secretly – or publicly – wished a company would treat you...

The Convenient Lie of Customer Lying

Last week, Alessandro Di Fiore wrote a blogpost at HBR that provoked some pretty strong reactions from me called How to Get Past Your Customers' Lies. First, I don't believe customers "lie." When we believe they're "lying" to us, it immediately puts a negative lens...

Clean Beds And A Lesson In Pricing

It's tough not to get hung up on cost isn't it? In particular, we marketers can get caught up in what our competition is selling their wares for and get a twinge of anxiety. Are we selling for the right price? What if someone...

Commit Random Acts Of Heresy

Back in ye olden times, any person who actively preached and acted against accepted dogma was branded a heretic. Unfortunately for these courageous characters it often meant a date with a stake and torches. The penalties for committing acts of heresy were enough to...

Clearing The Air About Ethnography

Everyday there is evidence that ethnography is entering the general business vernacular. And there is also plenty of evidence that it remains woefully misunderstood. I've heard it bandied about as just another tool for getting information about customers and users. However, the fact is that...

Does Your Website Have the 5 Abilities? Now With More Meat

Note: A couple of months ago, I wrote this post for PR Soup. Ever since then, I wanted to add some examples to illustrate my points. So here it is…I've taken my Soup post and added some more meat to it. Enjoy! Since my company...

Hassle Mapping the Customer Experience

A benefit of working at Journyx is our CEO, Curt Finch, has an uncanny knack for having wonderful conversations with some of the smartest business thinkers out there. A few weeks ago, Curt talked with Adrian Slywotzky who wrote The Art of Profitability and...

Ideas on Customer Success Stories

Great customer testimonials and success stories are like gold for marketers. Nothing sells a product, solution, and experience quite like hearing about it from the viewpoint of a peer. But don't mistake referenceability for actually having a customer with a compelling story. The former...

Customer Experience Has To Be Captured In The Wild

If you're thinking you can develop a customer experience program from behind your desk or behind the glass of a focus group room, think again. "The ideas underlying customer experience are not new, and historically many successful entrepreneurs have used essentially qualitative research techniques to...

The Beauty Of Small Marketing Budgets

April Dunford published a great post this week on the "beauty of constraints" in small marketing budgets: Taking the money away often takes away all of the really obvious options. And that's exactly where the magic happens. So we can't just spend more to acquire...

The Problem Of Being A Mr. Know-It-All

Yesterday, I experienced two incidents where I came across individuals who, in my mind, were "Mr. Know-It-Alls" and it drove me batshit crazy. How dare they flout their superior attitudes and talk to me like I was a 5 year old doofus? And then...

When Disaster Strikes: Does Your Product Marketing Include A Succession Plan?

One of the activities I love the most about being a product marketer is interviewing customers. While I start with the mission of learning about their use of Journyx's products, the anthropologist in me always aims to develop a richer picture of the customer's...

Does Your Marketing Suffer From Mural Dyslexia?

Last week, I chatted with a marketing colleague over lunch. I hadn't seen her in a while so it was great to catch up and hear about her new job. For the most part, she's quite happy and thankful to have good work (hey,...

Liar Liar: The Ugly Truth of Lead Generation

When is a marketing lead really a lead? Once he or she has given you their name or email or phone number? Well, not so fast there. Vince Giorgi at Touch Point City worked a hunch that most of us marketers have (though I...

Why We Care About Corporate Logos

I've been thinking a lot corporate logos, their meaning, and what it contributes to the customer experience. In a bit of serendipity, today I read this post from Derrick Daye at The Blake Project entitled Branding Debate: Does Logo Design Really Matter?. He writes: What's...

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