Graham Hill

Predicting Viral Marketing Success

One of my favourite blogs is the Neuromarketing blog. It covers all sorts of new developments in the neurosciences as they apply to marketing. A recent post on 'Viral Video & Neuromarketing' looks at a new study into whether it is possible to identify...

More on Customer Network Value

One of the best sources on how technology drives business is Nick Carr's Rough Type blog. A recent post on 'Customer Value and the Network Effect' talked about the Gupta paper I mentioned in my previous post on the same subject. One interesting finding from...

Where Has the Marketing Department Gone?

I have long been involved in organisational redesign, particularly to make organisatons more market or customer-oriented. This has often involved some radical organisational surgery in the Marketing Department. A recent post by Francois Goisseaux on the Future of Communities blog caught my eye. It describes...

Lead Management Resources

Dick Lee made an excellent post on lead management earlier. I wholeheartedly agree with Dick's assessment of the state of lead management; D+, needs to focus on the task in hand more! Lead management is tough. It isn't as sexy as marketing. It often requires...

What Drives Successful Customer Business?

All businesses face challenges in knowing what the secret sauce for success is. But for every successful business the secret sauce is often different. Businesses need simple models that they can use to understand the drivers of success and which they can adopt for...

The Increasing Rate of Change

Jeff Jarvis over at the Buzz Machine blog writes about newspapers needing to adopt to the huge changes taking place in the industry. Professional journalists and photographers have to compete for news scoops with amateur bloggers and almost anyone with a mobile phone and...

Best Buy. Or Maybe Not

Seth Godin's iconic blog has an interesting story about Best Buy. Or not as the case may be. Best Buy has admitted to having a secret internal Intranet site which looks just like the external Internet site, only it has higher prices on it. When...

More on Influencers

In my earlier post on Influencers, I made the point that there is more to 'social marketing' than just the few who are at the centre of networks of connected customers. I also commented along the same lines in response to James Chefkoff's posting on...

Customer Service: Dr. Jekyl Versus Mr. Hyde

Every now and again I experience one of those 'customer service moments' where not being delivering what was promised, having an utterly broken customer recovery process and having to deal with uncaring staff come together in a massive service failure, that just makes your...

More on Rats in the Restaurant

In my recent post on Honey We've Got Rats I suggested that YumBrands ought to have been better prepared for the fallout when rats were shown on the morning news having a party at a Taco Bell/KFC restaurant. How right I was. As Ben McConnell...

More on Customer Trust

Following on from my earlier post about Abusing Customer Trust, I spotted two other titbits that add to the story. First-up was a post on Fred Stutzman's Unit Structures blog about 'Facebook and (the Nonsaleability of) Your Data'. Stutzman contrasts Facebook's Terms of Service...

Want To Generate Word of Mouth Marketing? Make Your Products ‘Simply Better’

A friend popped round this morning to show me his new Mercedes. He was very happy with the car except for one thing; the automatic transmission doesn't change up quickly enough for Autobahn driving, leaving the car revving at 4,500 RPM in 4th gear...

Abusing Customer Trust, by Stealth

A recent article by Shawndra Hill on the [email protected] website caught my eye. The article on 'Network Marketing; Using Existing Customers to Help Sell to New Ones', showed how much more successful marketing through customers who already know the target customer ('neighbours') is than...

Showcasing Your Bright Ideas: Good Marketing or Competitive Disadvantage?

Brian Carroll over at the B2B Lead Generation Blog posted on whether companies should give away their ideas for free on their websites, or not. He believes strongly that ideas in the form of whitepapers, articles, outline methods, etc are a great source of...

Looking at Business … From All Sides

In a recent post on his excellent blog Logic+Emotion, David Armano talks about the need to 'unlearn' what we take for granted and to look at things through others' eyes. Although he was taking about B-school students unlearning what they had just been learning...

Too Much Analysis Leads to … a Bout of Experimentation

David Armano over at Logic+Emotion has a great story about how Benjamin Franklin used a simple graphic device to get his message across - planting a mixture of plaster and flower seeds in the shape of the words "THIS HAS BEEN PLASTERED" to demonstrate...

Four of the Best: Getting Your Message Across

I am reading Chip & Dan Heath's excellent new book 'Made to Stick'. It is all about why some ideas take hold and 'go viral' but most come unstuck and don't. This is a big part of a perennial problem; whether you are a...

Mindless Penny Pinching Spoils the Customer Experience

I went out and bought a Canon Powershot G7 compact digital camera the other day. Or rather I went to my PC, bought it from Amazon and waited a couple of days for them to deliver it. I bought it because I wanted a high-end...

Honey We’ve Got Rats! How Not To Recover From a PR Disaster

How should you respond when a public relations disaster looms large. Yum Brands, the owners of a TacoBell/KFC restaurant in New York is finding out. A live video report on WNBC showed a family of rats scurrying around the floor of a New York restaurant...

Searching Out Your Best Customers

Who are your best customers? The ones with the strongest loyalty? Or the ones with the highest profitability?. Or neither? I believe it is the latter. Your best customers are the ones who will help you multiply value growth in your business by showing...

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