Jeanne Bliss just wrote a wonderful article for on how survey-based success metrics are manipulated to help meet and exceed Read the article, titled "Is Your Company a Customer Survey Score Jeanne shares how companies set metrics like customer satisfaction, loyalty and net promoter scores to measure their performance without ... more

It has rarely made sense for a business to advertise its weaknesses. Until the Web, that There is a book on called Introducing Operations . It has received a one-star average from readers.One review "I am a senior in college and I have used and read many, many textbooks but ... more

In the past few months, I've seen a pair of perfect examples of what can happen when marketers take the time to and empower their One example came from a maker of scissors that empowered their community, and an unsigned band on MySpace that joined theirs. What intrigued me about ... more

The business world is all abuzz with Chris Anderson's best seller, The Long , but after a read I found myself that the book's primary premise was one of those treatises that sounded good on paper, but would never really mean much to the real world business. The usual suspects, ... more

Just today, I had conversations with two people with different levels of seniority and in different professional sectors about a scenario I had hoped would never occur as a firm rakes in the revenues and profits, resistance builds to investing in tomorrow's marketplace Conversation A marketing manager in a very ... more

Social Linking (some call it "social annotation") is when one person tells another person about a Web site, not by email or IM, but rather by using a third party service like or Millions of people have accounts at services like these, and they are growing faster than you can ... more

The title of this post is a question I field often. When I poll a room of small business owners I get lots of different answers, most, more or less, pointing to advertising or other lead generation To some extent the confusion comes from textbook definitions that don't translate well ... more

Congratulations to Technorati for turning 3 and changing the look and feel of its Web site, which you can read about Lots of Web sites make changes to improve the customer interface, but it's service that is still at the heart and soul of customer experience. And in that regard, ... more

Now I know this has nothing to do with marketing, PR or But Bruce Nussbaum, editor of the Innovation section of Business made a blog on July 10th that was so compelling, I just had to discuss James Dyson Sets Up the Dyson School of Design . Wow. The James ... more

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You've seen them before and you'll see them again. The boo-boos. The spelling errors. The simple typos that could have been avoided had someone taken the time to use spellcheck or proofed their writing one more I keep a file of marketing boo-boos. Not because I like to wallow in ... more

If some of you are wondering who Doc is, I suggest you take a ride in the Cluetrain -- one of the seminal works of our times that serves as an operations manual for businesses operating in this newly connected Doc Searls is one of the four authors of the ... more

Whoa -- and Hurray. I just read Ben McConnell's post Marketing isn't broke; it's Even though he cites the of Forrester's Peter Kim, it's clear Ben is pretty peeved. As for me, I am at once astounded that these issues are being addressed in "traditional" companies, and thrilled that the ... more

In our million-channel world, it is the brands whose customers tell the best stories that win. Yet how often do we give them "real stories" to How many of the things we communicate make their conversations more interesting? Is our brand's story actually sufficiently clear to tell, at So, to ... more

So I've been reading Mark Cuban's blog for a while and I usually find his non-basketball posts interesting, especially the one he posted the other day called The Movie Business The post starts off with this "This is an open challenge. You come up with a solution, you get a ... more

Recently Universal Studios did something incredibly smart. One of their representatives contacted Chris Thilk. Chris runs the blog Movie Marketing , which, as the name suggests, covers all things movie Periodically, Chris will publish a 'Movie Marketing Madness' post for a particular upcoming movie, where Chris will meticulously detail every ... more

Recently, with what I thought was reasonable clarity, I made a decision to attend an This week, after having attended the event, I realized that it actually "cost" me more -- not in money, but in the expenditure of personal energy -- to attend than I had originally thought it ... more

Just read an interesting article in Strategy + magazine. Rethinking the Value of by the Chairman and CEO of Manpower, Inc. (and a former senior VP of Strategy of the same company) makes some interesting (You'll need to sign up, but it's free and well worth your The opening premise ... more

Classic direct response copy .... direct mail and print .... was always long "Mail order" was part of the culture long before the Internet, television, and even radio. There was much less competition for the prospect or customer's attention and time, way fewer pieces in the In general, attention spans ... more

According to the Marketing Science Institute, there may be. They just published a working on how companies can encourage the diffusion and adoption of new products by creating positive buzz and avoiding negative I think this is a great idea. While word-of-mouth is one of the key drivers for any ... more

Both CBS and MTV have (and will come out, respectively) with their own versions of . And they certainly won't be the NBC has taken a rather erratic or even schitzophrenic approach, clearly demonstrating its indecisiveness or perhaps lack of (self-)confidence in the But this post isn't really about criticizing ... more

Hewlett-Packard's new ad campaign successfully sails clear out of the ballpark, to use a seasonal metaphor. Here's But first, some The HP campaign .... The Computer is Personal ," created by Goodby, Silverstein & .... features spots of how well-known celebrities use their personal computers. There's a print and online ... more

I jumped into a black cab yesterday in London and there it was, right in front of me, a giant TV screen. Yep, now even taxis have And this TV was advertising Blackberry between news clips. The TV sat between two other giant advertisements on the backs of the fold-down ... more

Sure, business is important, but people matter, too. All too often we forget they go hand in Check out the Happy Planet . Here's what the site "The Happy Planet Index addresses the relative success or failure of countries in supporting good life for their citizens, whilst repecting the environmental ... more

Like a sleeping giant, appears to be waking No doubt the public to their joining the conversation with their one2one has been a rude But still -- you could have knocked me over with a feather when I got a call from "Dell Resolution Rick South, who's promised to look ... more