Graham Hill
Graham Hill (Dr G)
Business Troubleshooter | Questioning | Thoughtful | Industrious | Opinions my own |
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Five Challenges for Loyalty Programs
I recently had the pleasure of giving a keynote presentation at Unisys' Air Transportation Conference at St Paul de Vence in Southern France. My...
Sick of Rotten Call Centers? Do Something About It
Barely a day goes by without another story of uncaring call centre staff treating customers like dirt and then being surprised when they appear...
Word of Mouth Versus Traditional Marketing. Friend or Foe?
Social marketing is fast becoming a steady fixture for the majority of marketers. By social marketing, I mean marketing by customers to other customers,...
Social Marketing Is More Than Just Influencers
Social influencers are a hot topic in social marketing circles. They are top of the agenda at many social marketing conferences, there is a...
Welcome to Mobile Advertising Hell
Jackie Huba over at the Church of the Customer Blog has a great post called This is Nirvana?. In it she describes her incredulity...
The Three Management Practices of Winning Companies
Every now and again you read an article about management that is so obvious, you wonder why everyone isn't doing it. A recent McKinsey...
Customer Advocacy Versus Customer Analytics. Which Will Win?
CRM is continuously evolving. Indeed, it is Customer Experience Management (CEM) that is all the rage at the moment rather than CRM. And Customer...
There Are No “Silver Bullet” Measures
Here's a riddle: If business life is so complicated, and it is, why does management pretend that measuring it is so simple? More to...
Surviving IKEA’s Check-Out Catastrophe
I only live 5 minutes away from my nearest IKEA. That has a whole host of advantages, (you can pop round for one of...
What Is the Marketing Department for?
Dave Jackson posted an interesting comment on my earlier post about Returning to Marketing's Roots. He describes a situation where the MD of a UK...
Returning to Marketing’s Roots
AJ made an interesting comment in response to my post on Three Different Flavours of Customer Centricity. He laments the lack of customer-centricity of...
Three Different Flavors of Customer-Centricity
The recent discussions on the CustomerThink form about the definition of customer-centricity got me thinking about whether it has a common definition, or whether...
Can “Immersion Marketing” Save Marketing From Itself?
Shar van Boskirk has an interesting post on Immersive Marketing over at Forrester's Marketing Blog. He suggests that immersive marketing is all about creating...
Are Talk of “Hiring” and “Firing” Customers Customer-Centric?
Nara Eechambadi's recent post on Firing Customers: Is it Ever a Good Idea? got me thinking. In the light of my own recent post...
How Customer-Centric Are You? Three Simple Questions
Davis Rance's recent post on Alignment Really Does Make a Difference—to Customers and Employees struck a chord with me. It also reminded me of...
Put Customer Reviews Online and Profit
An increasing number of company websites contain reviews of products posted by customers. These may be feeds from specialist review sites like Reevoo or...
Do You Really Need a Chief Marketing Officer?
Pick up the business press and you can't help but be overwhelmed by articles about how Chief XYZ Officers have single-handedly saved the company...
Customer-Centricity the EBay Way
Ginger Conlon over at Think Customer: The 1to1 Blog has an interesting post about customer centricity at eBay. Kip Knight, VP of Marketing for eBay...
What Is Your Brand Quotient BQ?
Despite the best efforts of some in the CRM business to kill them off, brands and branding are doing as well as ever. Indeed,...
The Three “Moments of Truth” in Customer Experience
Almost everybody has heard of A.G. Lafley, the CEO of Procter & Gamble. Not only does he lead one of the largest companies in...