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Wanna Know Why Consumers Don't Trust Banks?

Then read this post from a fellow blogger. I don’t, for a second, believe that this is an isolated example. If the firm in question — and I don’t care who it is, and I’m not going to mention it by name — had been forthcoming with the details, one of two scenarios would likely […]

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Life With Jessica

Colin recently wrote about the responsibility bloggers have to be understood. Few are as good as Jessica Hagy of Indexed site fame. Her ability to effectively communicate with graphics has been the inspiration for a number of my posts. As I was reading her site recently, a thought popped into my head: What if she […]

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And I Thought I Had It Bad

Earlier this week, I posted some comments about some experiences I had with a couple of firms I do business with. After reading this paper from a professor at the IESE Business School, I have to admit that I had no right to complain. My experiences pale in comparison to what this guy went through. […]

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Financial Check-Ups

Matt, the Credit Union Warrior, asks a great question: We all have annual health screenings. Why don’t we put a similar level of importance on our financial health?” You might be tempted to think it’s because of cost. After all, if you’ve got health insurance, the out-of-pocket cost for your annual check-up is minimal, and […]

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Homepage Politics

One of the silliest games that firms play is What should we put on the home page?” In many firms, you would think that home page real estate was more valuable than oceanfront property in Malibu. Product managers and LOB execs often believe that their products have a “right” to be on their company’s home […]

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Quien Es Mas Stupido?

Remember when Saturday Night Live used to play Quien Es Mas Macho? I’m going to play Quien Es Mas Stupido? Here are today’s contestants: Contestant #1 is my Internet services provider. I agreed to upgrade to their fiber optic service and made an appointment to have a technician install the service. But when my wife […]

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Off-Topic: Jeopardy Categories I Can Beat Ken Jennings At

1) Things That Go Wrong With A Volvo S80 2) Canadian Online Banking Sites 3) Grateful Dead: The Wall Of Sound Era 1973-1974 4) Who’s Got A Loyalty Program? 5) 101 Things Home Depot Sells To Kill Lawn Grubs That Don’t Work 6) Gourmet Restaurants Of Ticonderoga, NY I’m counting on Ken not knowing about […]

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Dude Writes Like A Lady

If you blog, then click here and prepare to waste the next hour or two of your life. The Gender Genie will analyze your writing and tell you if you write a like a man or a woman. I put about 10 of my recent posts through the genie and it came back in nine […]

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Milestones

Back in June 1980, I was out in Boulder, CO to see a couple of Grateful Dead shows that were billed as the “15th anniversary concerts.” Bob Weir was interviewed on a local radio station and asked what significance the 15th anniversary held to him and the rest of the band. He said: It doesn’t […]

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A Consumer Advocate’s View On Financial Services Cross-Selling

A recent New York Times article about financial supermarkets reports that: Consumers should think carefully before combining their financial accounts with one company, said Barbara Roper, the director of investor protection at the Consumer Federation of America, a consumer advocacy group based in Washington. She said the flip side to the convenience may be a […]

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Fixing The Marketing-CEO Disconnect

HBS Working Knowledge interviewed Harvard Business School professor Gail McGovern about fixing the disconnect between marketing and the CEO. Here are a few of the key points that stuck out for me and my responses. ______________________________________________________________ McGovern: “Over the past 10 years the mix of marketing skills needed by a company has radically changed, and […]

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I Must Be A Gen Yer

In the May 28, 2007 issue of Fortune magazine, there’s an article that purports to be a “field guide to Generation Y.” According to the article, the way to spot a Gen Yer is by his or her headphones, clothes (jeans, sneakers, jacket), laptop, designer coffee, BlackBerry, digital camera, and iPod. I read this article […]

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The Dark Side Of Customer Analytics?

The May 2007 issue of the Harvard Business Review contains a case study entitled “The Dark Side Of Customer Analytics” by Tom Davenport and Jeanne Harris, authors of the book “Competing On Analytics”. An intriguing title, for sure. But completely misguided. The crux of the story is that an insurance firm purchases loyalty card data […]

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The Fourth Skill

Somebody screwed up. I don’t know who, and I really don’t care, because as a result of this screwup, I’m sitting in first class on my way home from my firm’s conference in Miami. And I’m sitting next to my colleague Dennis, who’s in first class because he screwed up — he took a job […]

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Why Firms Don’t Care About LTV

Jim Novo asks (and answers) the question: Why don’t firms care about customer lifetime value? Jim asserts that there are fundamental reasons why companies don’t take a longer-term view in respect to their marketing programs including: Business culture — where performance rewards are tied to short-term goals. Nobody in charge — no one has full-time […]

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Make Something Worth Talking About

I’m at my company’s annual customer symposium at the Biltmore in Miami, and just heard Seth Godin present. Very entertaining, of course, but one thing, in particular, really resonated with me. Something that gives me more fodder for arguing against the Net Promoter Score mania gripping many firms. Seth may have identified other rules, but […]

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CEO Letter To Web Analytics — Response To Eric Peterson’s Memo

In response to the CEO’s letter to Web analytics, Eric Peterson penned a memo from Web analytics back to the CEO. Take a moment to read his letter, then come back here for my reply back: ———————————————————————————————————- To: CMO, CIO, SVP-Ecommerce From: CEO Subject: Memo from The Web Analytics Team to “beloved CEO” Date: May […]

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Subliminal Messages

A recent article on MarketingProfs on the “wrongheaded claims against advertising” asserts that: Subliminal advertising, the alleged ability to motivate action with messages that are below are threshold of perception, doesn’t exist. Explicit, above-threshold messages in ments are what sell; hidden, muffled, or unperceivable messages do not.” Oh really? Well, it turns out that… Research […]

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Advice For The New Volkswagen Chief Marketing Officer

Adweek reported a while back that Volkswagen dismissed its Chief Marketing Officer. While I’m generally loathe to offer advice to CMOs in industries I don’t usually work with, in this case, the urge is too tempting: Give all the money earmarked for advertising to manufacturing. Why? Steve Johnson at Pragmatic Marketing wrote: “…and then there’s […]

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How To Give A Great Presentation (In Nine Words)

When I first saw the link on Robbie Wright’s site, I didn’t click on it. But after I saw the link on Colin Henderson’s site, I knew that I had better click on it. When two bloggers you respect link to the same thing — pay attention. The link was to a presentation called Shift […]

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