Why is it that big companies tend to keep their customers at arm’s length? Instead of taking suggestions, a lot of times companies get cocky and decide what their customers want instead of asking what their customers want. This can create major problems, as we’ve seen before. On the other hand, there are some companies [...]
It just dawned on me the other day: the Keurig coffee system is everywhere. In my home, in my office, in my clients’ offices, at the gas station, in the convenience store, at the mall – everywhere! It seems that wherever I am, I can look up and see a Keurig single-cup brewing station beckoning [...]
It’s pretty obvious that using Twitter is a smart customer service tactic. In mere moments, your company can connect one-on-one with your customer – solving their problems and building their trust. Twitter can be an invaluable humanization tool for your disposal, if you know how to use it. In a recent interview with Seer Interactive [...]
I’ve written before about the lessons we can learn from Research In Motion’s failure to keep ahead of their market (and we all saw how the market reacted to Netflix’s little flub), but with 2011 now behind us, I think there are some lessons worth revisiting. Let’s take a closer look at two companies that [...]
We’re all familiar with this story. A business is at the top of its game, makes a trajectory-decision based on an assumption, and subsequently misses the mark. In this case, the business is Netflix…
A more complete view of “who else” and “what else” is vying for your target customers’ attention (and budget dollars) requires that we look at alternatives – other ways to solve the same problem you solve.
I went into the bank, took out the cash that I needed and paid the extra $2 fee, because I needed to get on the highway that was immediately proximate to this location and I was under time pressure. In that context, I also needed to find the restroom…
If you don’t know where you’re going, it doesn’t much matter which direction you take the organization. Objectives are necessary in order to have a clear and clean cut view of where the organization is going.