Mitchell Goozé

What Really Sets Amazon.com Apart

Amazon.com has claimed a relentless pursuit of customer-centric processes since its inception. Sure, Bezos’ access to VERY low-cost capital and minimal profit expectations gave him an advantage, but others have had those factors and no longer exist. It...

What’s Really Wrong With United Airlines?

Over the last 15 months or so United Airlines has received a lot of well deserved negative publicity. Here is a partial list: In January of 2017 they were blamed for killing a passenger’s Golden Retriever dog because it didn’t fit on a flight the passe...

Can Your Culture Make Your Company More Innovative?

Well sure, but the issue for many is whether a company needs to change its culture to become more innovative. Much has been written on this topic over the last few decades as the idea of innovation as a driver of competitive value comes in and out of v...

A Downside to Big Data and Data Mining for Marketers

By now anyone who is a marketing professional knows that analytics, big data, data mining etc. are key tools that must be mastered. Unfortunately...

Dealing with a Bad Online Review of Your Business

Online review sites are the rage. Unfortunately they often are given more credibility than they deserve. I wrote a piece back in 2016 about...

The Root Cause of the Lastest United Airlines Fiasco

As many have read today, United Airlines was caught, again, in an embarrassing incident. This time having the police forcibly drag a doctor off...

What Can Save Brick and Mortar?

19455899 – worker create a brick wall with trowel and cement mortar A recent article in the San Francisco Chronicle got me to thinking again...

Customer Experience and Process Management: A Dichotomy?

We find ourselves at Customer Manufacturing Group at the intersection of two trends that are finally becoming mainstream conversations: customer experience and process management....

I Was Stupid And They Saved Me

I bash the airline industry a lot on this blog. Firstly, I fly often so I get lots of opportunity; and secondly, they give...

Customer-Centricity Is More Than Promotional Hype

A lot is written about the importance of customer-centricity and customer experience. Research by Watermark Consulting shows that companies that provide better customer experience...

What Makes A Good CMO or Marketing Leader?

My friend Laura Patterson conducts an annual Marketing Performance Management benchmark study. The current study represented their 15th annual study. After each study, Laura...

A 6-Step Plan For Increased Competitive Advantage

If you a running a competitive business these days, you already have world-class operations (if you didn’t, you’d be out of business or on...

Are Your Customers Buying On Price?

“There is nothing in the world that some man cannot make a little worse and sell a little cheaper, and he who considers price...

How Much Is Marketing Really Worth To Your Company?

Well, there’s an often asked question. How do you answer it? We’ve seen and heard CMOs, VPs of Marketing, etc. scramble to create an...

Gaining Competitive Advantage With Your Business Model

As I have written about before, companies can gain advantage from their business model. Consider some popular examples: Amazon.com: It starting as a bookstore and...

Why You Need To Be #1 or #2

GE has a mantra that they intend to be #1 or #2 in any market they serve, and if they can’t they will exit...

Confusing Motion With Progress

My older son, who works for a Fortune 200 company, mentioned this morning that his company was going through yet another reorganization to improve...

Finally A Brand Metric That Might Actually Matter

Brand value metrics abound. Several consulting and branding firms purport to measure brand value. I have written my opinion on those before. Many marketers...

Does A CMO Add Any Value To A Company?

Well there’s a loaded question. This question has been posed for many years (at least 12) and the answer depends on who you ask....

When All Else Fails, This Can Increase Your Company’s Perceived Value

David Aaker found a positive correlation between advertising and stock price over 20 years ago. In 1997 Corebrand also released a report positively correlating...

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