John Todor
John Todor
John I. Todor, Ph.D. is the Managing Partner of the MindShift Innovation, a firm that helps executives confront the volatility and complexity of the marketplace. We engage executives in a process that tackles two critical challenges: envisioning new possibilities for creating and delivering value to customers and, fostering employee engagement in the innovation and alignment of business practices to deliver on the new possibilities. Follow me on Twitter @johntodor
The Power of the Unconscious on the Customer Experience
Pro tali numismate tales merces. (One gets what one pays for). Gabriel Biel (Dictionary of Clichés, Rogers 1985) Recent evidence says that this...
A New Twist on the Known-Issue Issue
Don't you just love it when your technology gadget quits functioning and went you get to technical support they tell you it is a...
Thinking About Customer Defection Is Mis-direction
The recent newsletter from customer management magazine indicates that the of rate customer churn is up in a number of industries. This particular study...
How to Get Satisfaction
Simple—go to http://getsatisfaction.com. This is a site where people to learn how to get the most from products and services, and for companies to...
Bass Pro Shops: Customer Experience, Employee Engagement
Bass Pro Shops attract over 60 million visitors per year. Why? For the outdoor enthusiast it is an adventure, an experience on par with...
Influentials and the Tipping Point Meet Real Advocates
Is The Tipping Point Toast? That's the title of article in the latest issue of Fast Company magazine. In the article Duncan Watts...
Authenticity and Gift Cards
Authenticity is becoming one of the buzzwords for 2008. It's the antidote to distrust, being disingenuous, hype and other distortion that are aimed at...
Online Networking for Offline Results
Online communities and social networking are great ways to enhance the level of real-world customer engagement and customer relationships. And, the converse is also...
Disconnected Employees, Disengaged Customers
Yesterday I went to the dentist—not my favorite activity. The dentist had a new dental assistant who was doing everything to make me comfortable...
Social Media Is NOT the Conversation
Social media is the modern version of the telephone. What social media does is simply allow you to do one thing: communicate. That's it. Social...
Social Networks and Online Communities Create Elastic Ties and Surprisingly Powerful Pay-Offs
More than 107 million users are on MySpace.com. The business-networking site LinkedIn has seen more than a 300 percent annual growth of member professionals....
The Authenticity of Peer Reviews
The numbers vary but it is clear people trust peer-reviews. The overwhelming percentage of shoppers say they are influenced by online reviews by people...
The Online Community Pay-Off
Social Media is ripe with marketing potential. However, it is doubtful if it will reach its potential if marketers see it as a new...
Overcoming Emotional Barriers to Customer Engagement
Everyone else in the store seemed so engaged—I felt like an outsider who didn't know how to get involved. That was Phil's reaction to...
Social Media Busts the Pseudo Customer Centric
It is hard to find a corporate web site that doesn't tout the company as being customer-centric. It is equally difficult to call find...
Social Media Marketing
Online marketing appears to be making another rapid and significant shift. With the growth of social media some marketers are realizing that you cannot...
Emotions Fueling Desire and Advocacy
Of all the ingredients we use, our avocados have to be the most temperamental. Treat them badly and they just don't taste right....
Why Online Communities Matter
What percentage of the knowledge you need to do your job is stored in your own mind? Robert Kelly of Carnegie Mellon University has been...
Where’s the Value: Deliverables or the Delivery?
In working with clients, what percentage of the work you do is knowledge/skills based and what percentage is psychologically based? Robert Middleton, a marketing...
Don’t Confuse Recommendations With Advocacy
Axiologists (value theorists) are adamant on the point that only an experience—not the object—can be appreciated as an end in itself. Hence, only a...