More Choice == Good, Right? It seems logical: people who buy stuff want choice (lots and lots of it.) We’ve built buying models, stores, and services that ensure that customers can buy whatever they want, whenever they want, and (almost)…
What do you get when you combine 10 marketers, a telepresence system, and some great food? You get the most recent meeting of the Agile Marketing meetup in Seattle – joined by some colleagues from Boston who stayed up after…
Let’s get this straight. Rocket Surgery doesn’t exist. It’s a made-up term combining two things people think are hard: rocket science and brain surgery. It sounds so hard that no one would even believe that a Venn Diagram of these…
A recent discussion with my kids made me think about how much has changed in the customer service world (and in the expectations of customers) in the last five years. Let’s take an example – picture yourself in 2007. You’re…
I had the opportunity to present at @PIEPDX yesterday (thanks, Rick Turoczy and team!) We talked about the Concept of Customer Wow and especially how businesses that are just starting out can think about the People, Processes, and Tools that they need to…
Customer Wow is a concept that gets shared a lot, and creates smiles whenever it’s shared. But what is Customer Wow, really? You could say that it’s “the ability to deliver above and beyond customer experiences” and I also think…
“It’s about people.” –Marcus Nelson Marcus Nelson’s blog post today about the potential for creating a renaissance at familiar names like Flickr, Digg, and Yahoo challenged me to think about the internet services that I actually pay for (and don’t…
Jim Ewel invited me to speak tonight at the Agile Marketing meetup in Bellevue, WA, and I was pleased to participate in and help facilitate a discussion around the concept of Agile Marketing. Agile Marketing is dedicated to the idea of…
I sure hope that the future of marketing tastes better than Turkey & Gravy soda. But I got your attention – it was a cheap trick and I was trying to make a point. What can you do in a…
