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Graham Hill

Graham Hill (Dr G)
Business Troubleshooter | Questioning | Thoughtful | Industrious | Opinions my own | Connect with me on LinkedIn https://www.linkedin.com/in/grahamhill/

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...

Has Dell Seen the Web2.0 Light?

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...

How Toyota Became the Leader of the Pack

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...

Treat Customers Fairly. Or You May Be Sorry

Barely a day goes by without one company or another being lambasted in the media for deceptive marketing, unfair pricing or shoddy customer service....

Neuromarketing: Coming to a Store Near You Soon!

Of the over sixty blog feeds I read each day through the Newsgator Online service, one of the most interesting is Neuromarketing. As the...

The K

It is Karneval in Köln (Cologne) and I am out celebrating with all the other Jecken. The Rosenmontag parade today was seen by over...

Your CRM. For You. By You

In December last year Time magazine voted You as the person of the year. (Incidentally, there is a natty website where you can reproduce...

The 4Ps Are Dead: Long Live the New 4Ps!

Ginger Conlon over at Think Customers: The 1 to 1 Blog is writing about whether the 4Ps - product, price, place & promotion -...

Thinking About Customer Value

I have been thinking about how we measure (and manage) the lifetime value of customers in the networked age we find ourselves in. Only...

B2C or B2B: Who Is the Bigger User of Web2.0?

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...

There’s Plenty of Life in the Big Three Yet

Dick Lee in a blog posting on this site bemoans the state of the Big Three US automotive manufacturers. But his remedy for their...

The World Needs Unreasonable Men

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...

Changing How We Think About Change

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...

Experience or Identity?

Reading BusinessWeek online the other day I came across a thoughtful post by Bruce Nussbaum on Customer Experience Management. In it, he suggested that...

Are Influencers Really All That Influential?

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...

Do Marketing Vendors Understand Web2.0?

Looking around at the hundreds of vendors at the recent Technology for Marketing exhibition in London, I must say I was disappointed. All of...

Bring Customers Inside the Company

Look closely at most companies and you will see pretty much the same thing. You will see product development using the same old market...

The Lean CRM-Toyota Story: You Can Have a Strategy That Works in Manufacturing and Marketing Environments

You can hardly pick up a business newspaper today without reading of the demise of the big Detroit automakers at the hands of Toyota....

You Can’t Create a Great Experience Without First Relating to Your Customers

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...

How Do You Find Profitable Customers? Get To Know Your Own

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...

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