Graham Hill (Dr G)
Business Troubleshooter | Questioning | Thoughtful | Industrious | Opinions my own |
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Who are your best customers? The ones with the strongest loyalty? Or the ones with the highest profitability?. Or neither? I believe it is...
I blogged recently about 'Dell Hell'; how Dell's appalling customer service caused so much trouble for Jeff Jarvis and how it subsequently backfired badly...
As anyone who doesn't live in a cave in the high Pyrenees knows, Toyota is likely to overtake GM this year as the biggest...
Barely a day goes by without one company or another being lambasted in the media for deceptive marketing, unfair pricing or shoddy customer service....
Of the over sixty blog feeds I read each day through the Newsgator Online service, one of the most interesting is Neuromarketing. As the...
It is Karneval in Köln (Cologne) and I am out celebrating with all the other Jecken. The Rosenmontag parade today was seen by over...
In December last year Time magazine voted You as the person of the year. (Incidentally, there is a natty website where you can reproduce...
Ginger Conlon over at Think Customers: The 1 to 1 Blog is writing about whether the 4Ps - product, price, place & promotion -...
I have been thinking about how we measure (and manage) the lifetime value of customers in the networked age we find ourselves in. Only...
I have been having a discussion about whether B2C or B2B is the bigger user of Web2.0. B2C businesses like Amazon, MySpace and YouTube...
Dick Lee in a blog posting on this site bemoans the state of the Big Three US automotive manufacturers. But his remedy for their...
Seth Godin has a great post about Sheepwalking on his blog. Sheepwalkers are staff who check their brain in at the gate and just do...
When I started my consulting career some 20 years ago, managing change was a largely top-down process. All that has changed today. And not...
Reading BusinessWeek online the other day I came across a thoughtful post by Bruce Nussbaum on Customer Experience Management. In it, he suggested that...
The 'Mavens' or Influencers concept poularised by Malcolm Gladwell in his 'Tipping Point' book may turn out to be a piece of fiction. Independent research...
Looking around at the hundreds of vendors at the recent Technology for Marketing exhibition in London, I must say I was disappointed. All of...
Look closely at most companies and you will see pretty much the same thing. You will see product development using the same old market...
You can hardly pick up a business newspaper today without reading of the demise of the big Detroit automakers at the hands of Toyota....
Look up the MSN Encarta Dictionary for the verb "experience" and you will find the following definition: Have personal knowledge of something: to be exposed...
It's late on Friday evening and you're driving down the freeway on the way home. You're hosting dinner for one of your marketing agency's...