Graham Hill

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 on Dell itself. Now, according to an article in AdWeek, it appears that Dell has seen the Web2.0 light and is...

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 automaker in the world. It has long surpassed the big three US automakers (GM, Ford & Daimler-Chrysler) in profitability, having...

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. Central to much of this is the perception of many customers of being treated unfairly: Whether being offered a worse...

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 name suggests, the blog covers interesting developments in the neurosciences, as they apply to marketing. A recent post on '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 1.5 million revellers, not bad for a city with a population of just over 1 million people! Standing in the...

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 Time cover with a photo of your choice.) This was quickly followed in January by Advertising Age also voting...

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 - are still relevant in today's networked age. She asks a variety of pundits - including CRMGuru's own Paul Greenberg - to...

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 a few years ago, most of the work on customer lifetime value assumed that the customer was an 'island' of...

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 have millions of users and are rarely far from the news. But B2B businesses have been using Web2.0 for much...

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 maladies - a big dose of customer medicine - may not be as easy to implement as he thinks. The automobile...

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 the same old stuff day-in day-out, never challenging anything, never improving anything, never really caring enough to want to make...

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 before time! Today, we recognise that effective change requires three loops to reinforce each other. The first loop is individual change,...

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 the Customer Experience should, nay, is giving way to Customer Identity. Experience he suggests is a rather passive concept. The customer...

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 by Duncan Watts(one of the three godfathers of Network Theory) and by researchers at HP Labs suggests that the mavens...

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 them were offering basically the same old products but with added bells & whistles. And mostly not Web2.0 bells and...

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 research to develop the next great product. You will see marketing using the same old media to develop awareness of...

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

You can hardly pick up a business newspaper today without reading of the demise of the big Detroit automakers at the hands of Toyota. But what exactly is behind this success? A large part of the answer is Toyota's obsession with its customers. Toyota's internal...

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 to, involved in, or affected by something Feel something: to feel a particular sensation or emotion Although you may not…

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 most importance clients: the CMO of Simplify, one of the new "no-frills" mobile Telcos, which has been growing like crazy...

Can You Have Good Branding? You Betcha!

Dick Lee argues that customer experience can be rotten when companies don't really care that much about customers. (See The Best Branding Pales Beside Bad Behavior. On that point he is absolutely right. The London-based customer experience management consultancy Beyond Philosophy conducted research that...

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