Graham Hill
Graham Hill (Dr G)
Business Troubleshooter | Questioning | Thoughtful | Industrious | Opinions my own |
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Heinz in a Pickle
HJ Heinz, makers of the eponymous 'Heinz Beanz' has got itself in a bit of a pickle. According to a recent article entitled The...
Making Irritating Call Centers Pay
There is a right royal fight (sorry, in German) brewing in Germany over irritating call centres. You know who I mean; the ones who...
Political Correctness Gone Mad: Changing the Definition of a McJob
Driving to a client this morning, I couldn't but help to laugh at one particular news item. Apparently, McDonalds is starting a petition to...
Five Tools for Modern Customer Business
Bernard of EvenBetterYet responded to an earlier post on Seth Godin the ideas man. Bernard suggested that Seth Godin, perhaps unwittingly, refers to Lean...
Friends in High Places: Implications for Viral Marketing
I read an interesting post by Tomi T Ahonen on his Communities Dominate Brands blog. Tomi tells the story of how Teri Hatcher (of...
Seth Godin: Idea Factory
I just read an interesting post by Josh Bernoff on his Groundswell blog (co-hosted with Charlene Li). He talks about Seth Godin's 'idea factory' approach...
Forget About Needs and Wants: Look at Customer Jobs and Outcomes
I really enjoy conferences. They give you the chance to learn new people and new stuff too. I gave a presentation on new models...
The Limits to Marketing Analytics
From what you read today, you would think that having more customer data and better analytical tools is the answer to every marketer's dream....
Experience Mumbo Jumbo
CRM has been around for over 10 years now and there is still no standard definition of what it is. Everybody sort of knows,...
Heads Up: IIR Customer 2007, Dusseldorf
Just so that you know. I will be speaking at the IIR Customer 2007 conference in Düsseldorf tomorrow. My session is on 'Advocacy-based Marketing; Learning...
Smelly Advertising
Good experience designers recognise the importance of engaging all the senses when designing experiences. One of those sense is smell. The Neuromarketing blog reports on...
What’s Important? Touchpoints, Experiences or Attitudes?
Sampson Lee has an interesting post on love and hate drivers. Sampson's post reinforces why you need to know what is important to customers,...
Direct Marketing Rules!
Life is complex and complicated. And it is getting more so. To make things easier, we use simple heuristics or rules of thumb to...
More on Customer Service Trouble. Shareholders Versus Workers
I blogged earlier about the problems that T-Mobile in Germany is having sorting out its customer service. In a nutshell: T-Mobile's customer service...
Taking Analytical Marketing to Peak Performance
A lot of businesses use analytical marketing as a key marketing tool. It is scientifically based, it is relatively easy to do and it...
Windows for Warships
The modern military has to continously improve its kit to dominate an ever-more sophisticated enemy. That appllies to its hardware, its soldiers and of...
CRM Satisfaction High in New Survey
Bain & Company has just released its new report on Management Tools & Trends 2007. The survey looks at the use of 25 different...
Call Centers: Time To Learn From Toyota
I listened to a programme on BBC World Service about call centres on the way to a client today. The programme talked about a...
Marketing at a Crossroads: The Importance of Customer Fairness
Marketing is currently at a crossroads. Customer trust in marketers & their marketing is at all all-time low. Customers don't believe what marketers say,...
The Three Ages of Customer Business
Browsing through the programme of the IIR Customer 2007 conference in Düsseldorf, where I am presenting in May, it struck me that there were...