Marketing & Strategy Innovation blog

A Confused Customer Buys Nothing

I originally wrote today's post for Intradiem on September 25, 2014.

Are your customers confused? Do you even know what that means? And do you know what the implications of customer confusion are?

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How Google Attacks Problems - Not People

One Friday afternoon in 2002, long before his company became a household verb, Larry Page walked into the office kitchen and posted some printouts of results from Google’s AdWords engine. On top, in big bold letters, he wrote, “THESE ADS SUCK.”

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What Is a Community and How To Nurture It – CMAD Jan 26, 2015 – 09:00 GMT

I have been involved in community management from day one and I can pride myself on training a great number of Community Managers from the very early days of social media, that is to say when it wasn’t even called that –  way. 

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The Operationalization of Customer Service

Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, and mobile here) I’d like to explore a little bit more the operationalization of customer service.

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Is Your Brand a #CX Earworm?

What on earth is an earworm? And what does it have to do with customer experience?

The first time I heard this word, I had a completely different idea of what it was. I had to look it up.

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Consumer Adoption of Bitcoin | A Jobs-to-be-done Analysis

Venture capitalist Marc Andreessen recently did one of his tweet storms on the topic of Bitcoin, a technology he avidly supports. In 25 tweets, he talked about criticisms people have of Bitcoin. Including this one (#18) about “use cases”: 

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You See the Over 65's Don't Use Computers - Ba*****it

Two days ago at 07.00 the UK launched the sale of its 'Pensioner Bonds'. To buy these you had to be 65+.

At 07.20 I tried to log and buy some. The website was overcome by the demand and was showing an 'unable to cope' message.

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Three of the Coolest Things I Saw at the Consumer Electronics Show 2015

I’ve already written in a Forbes column about how I was underwhelmed by some of the more traditional products showcased at the 2015 International Consumer Electronics Show (wafer thin TVs, curved TVs, augmented reality glasses, etc.) So I thought I would share three of the things that did get me excited.

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New MSI Blogger: Lance Bettencourt

New year, new blogger! Our newest addition to MSI blog is Lance Bettencourt, former marketing professor turned innovation consultant, who sees the business world through customer service lens. 

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Marketing’s New Role

It’s been more than 50 years since marketing thought began to shift toward what became known as the marketing concept—an attempt to focus the firm on customers. Yet, in practice, the customer centricity that the marketing concept produces is still highly firm-centric, usually concerned with trying to sell customers more of what the firm produces.

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