Graham Hill

The Rich Are Different

While the rest of us have our noses to the grindstone trying to earn a crust to live on, the rich live a jet-set life of yachting, dining and 'lovers & mistresses'. And how exactly do I know that? An article published in the International...

Business Versus Busyness

Andrew McAfee has a great post about The Pursuit of Busyness at his HBS blog. Some of his Harvard MBA students make the very valid point that staff seen using Enterprise2.0 tools like blogs, wikis, podcasts, etc, for business purposes, even the Internet, may...

Customer Service Trouble at T-Mobile

My local newspaper, the Kölner Stadt Anzeiger has a couple of interesting articles and an editorial - Streit um Telekom eskaliert, Service-Offensive im Millimeterschritt and Verfahrene Situation (German language) - about T-Mobile's disagreement with the customer service workers' union Verdi. T-Mobile is in deep...

Just in Time for the U.S. Election: Citizen Relationship Management

Politicians are talkative people. And particularly so during election times. Reading through this week's Economist magazine I was struck by the news that Republican candidate Mitt Romney is using specialist Citizen Relationship Management software from salesforce.com in his campaign. The software called ComMITT is...

Customer Net Promoter or Market Research Self Promoter?

If you are interested in Word of Mouth marketing, then Walter Carl's Word-of-Mouth Communcation Study blog is a must read. Walter is a Professor of Communication at Northeastern University and an Advisory Board Member for the Word-of-Mouth Marketing Association (WOMMA). His most recent post...

It’s Official: PowerPoint Is Bad for You

We have all sat through long, droning, boring Powerpoint presentations. You know, the ones where the presenter puts up a slide seemingly stuffed with the entire contents of Wikipedia and then proceeds to read every word whilst facing away from the audience at the...

FREE + Chocolate = Great Marketing

Every now and again you come across a bit of marketing that makes you smile. This week it was the turn of English chocolatier Thorntons. For Easter, a team of 10 Thorntons chocolatiers spent 300 hours putting together a 4.4m by 2.9m billboard made...

I Have Seen the Enemy. And They Are Marketers!

Ever a source of advertising insider news, The Association of National Advertisers' ANA Marketing Maestros blog recently posted on a survey they had carried out into What's on the Minds of Senior Marketers? The Top 10 Issues on senior marketers' minds are: Integrated marketing communications…

The Next Management Fad: Customer “Engagement”

I have watched with interest the rise and fall in the latest management fad - customer engagement. Engagement is the latest big thing cooked-up by desperate advertisers to enable businesses to differentiate their humdrum products from those of their largely identical competitors. So let me...

The Real Brand in Your Head

I saw in a reference to a recent Brandweek survey that people consider brands when making 75% of purchasing decisions. Putting the survey aside for one moment (they would say that brands are critically important wouldn't they!). One of the best writers on branding today...

Learning From History. Not!

George Bernard Shaw, famously said, "We learn from history that we learn nothing from history". How true that is. Karl Long over at the Experience Curve blog has an interesting post about Big Advertisers Insanity: The Upfront for a Theoretical YouTube Killer. He describes how...

Wake Up and Smell the Coffee! Growing Pains at Starbucks

As small companies built on the founders passion grow, they often have difficulties maintaining the 'secret sauce' that is the reason for their success. Starbucks is looking increasingly like one of these companies. First came the internal memo from Starbucks CEO and Founder Howard...

Why YOU Know Better Than All the CRMGurus

Serendipity occurs when you least expect it. At least it does for me. My most recent 'A Ha' moment came after reading two very different articles one after another. The first was the results of a McKinsey Global Survey about How Businesses Are Using Web2.0....

Are You Ready To Break Out of Customer Service Jail?

One of the best blogs is Guy Kawasaki's 'How to Change the World'. Although Guy is a VC, his blog is full of interesting takes on sometimes unusual issues. A recent post on The Banality of Heroism led me to a website about the...

71% of Employees Are Unhappy With Their Work!

Companies active in customer-driven business talk a lot about understanding the world of customers. But they also talk a lot about the critical role that employees play in understanding customers, and of course in delivering products, services and experiences that match them. A post on...

The Unbalanced Balanced Scorecard

Kaplan & Norton's Balanced Scorecard has become a standard bearer for modern performance management in business today. In fact it has become big business all of its own, complete with reams of books, videos, training programmes, awards and the Balanced Scorecard Collaborative, a...

The Narcissist Running Your Company

A post on Fame, Narcissism & MySpace on the quirky Apophenia blog made me stop and think. The post describes studies that show that young people are more narcissistic than ever before. And how American Idol, MySpace and their ilk are an intricate part...

Tilting at Domain Name Windmills

Seth Godin's blog is one of those must reads that occasionally contains a real gem. Something that makes you stop and think hard. One recent gem was his More Failed Efforts at Control post about how Tate & Lyle and Johnson & Johnson, the makers...

The Customer Is Not Always Rght

I have just returned from three enjoyable days working with a small European telco. The energy, creativity and focus of senior management was amazing. They are a living example of how an incumbent PTT need not become tired and resigned to the gradual attrition...

You’ve Got Data: Now What Do You Do With It?

The huge volume of data collected routinely by most businesses today presents a real challenge. It's not so much the costs of storing the data that keeps the CIO awake at night but the complexity of generating competitive advantage from the data. A simple...

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