Monthly Blogs Archive

Chief Not Listening Officer

The obvious - and rightful criticism - to the current fashion for Chief Listening Officers is that everybody in the organisation should be listening, not just one designated person or department.

But as this report suggests, Chief Listening Officers aren't really performing the touchy-feely task enshrined on their business card but instead bringing hard data-analysis skills to the torrent of online chatter about the brand. In fact, Susan Beebe - CLO at Dell - describes her job as building "complex queries."

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Comments (0) • Posted on on 7 September, 2010 - 20:57
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Chief Listening Officer customer feedback customer service Iqbal Mohammed listening

Employing Older Workers

Two people, who should know about the subject, have got together to write a book titled, Managing the Older Worker: How to Prepare for the New Organizational Order. Peter Cappelli (Director for the Centre of HR at Wharton) Resources and Bill Novelli, former CEO of AARP.

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Comments (0) • Posted on on 6 September, 2010 - 23:15
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Dick Stroud grey employees age workplace

How To Be an Effective Corporate Ambassador

An individual who aligns themselves with a larger organization and has established a reputation, let's say in a niche is no longer representing themselves, they represent themselves, and the organization they work for. In other words, they become ambassadors for both.

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Comments (0) • Posted on on 6 September, 2010 - 22:57
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brand ambassadors David Armano

An Epidemic of Losers

The content creation business is thriving these days, especially now that the Conventional Wisdom has all but freed it from having any direct connection or relevance to actually selling anything. Instead, one of the new deliverables of today's marketing is often a contest of some sort, which I think is even worse than not saying anything meaningful about a brand.

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Comments (2) • Posted on on 5 September, 2010 - 23:17
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competitions engagement Jonathan Salem Baskin marketing strategy user generated content

Radical Continuity: What Any Retailer Can Learn from Nordstrom

I’m coming to believe every good is a convenience good. A recent New York Times article reported that Nordstrom has integrated their in-store inventory with their online supply, meaning that anyone can get access to the entire inventory from any “location” — a physical store or online. They also report that Nordstrom’s management believes that this “innovation” has helped change their same store sales from a “negative growth” (don’t you love that term!) of 11.9% to a positive growth of 9%.

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Comments (0) • Posted on on 5 September, 2010 - 22:01
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John Sviokla Nordstrom lean retailing retail experience management

The Web is Dead? or Just in the Modularity Cycle?

Wired magazine recently announced on its cover that the Web is Dead. I confess I really like the magazine  despite some of the hyperbolic rants that Chris Anderson, Wired’s editor creates like his book “Free” — which is completely indefensible from an intellectual or factual standpoint.

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Comments (0) • Posted on on 4 September, 2010 - 21:57
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John Sviokla Web

Maslow, Emotion, and a Hierarchy of Service

[This post is our first guest post at Neuromarketing, and is written by branding expert Denise Lee Yohn. Feel free to leave a comment, either to welcome Denise or to add your thoughts to her provocative hypothesis!]

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Comments (0) • Posted on on 4 September, 2010 - 21:41
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customer needs customer service Denise Lee Yohn emotion

Are You Just Hunting?

Originally published in 2003, before the social media craze started, these are five ideas that every company should still be exploring today. I believe that these five rules are even more important in the social media world we live in today.

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Comments (0) • Posted on on 3 September, 2010 - 23:17
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attention audience business narratives David Polinchock marketing

We Don’t Need No Stinkin’ Marketing

The comments on my article, Revealed: How Steve Jobs Turns Customers into Fanatics showed several tendencies. First, they proved my point about fanaticism, as many of the comments were knee-jerk reactions from Apple fans who assumed (incorrectly) that I was attacking Apple’s products. (Did they even read the post?) The reaction was comparable to whacking a hornet nest with a stick.

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Comments (0) • Posted on on 3 September, 2010 - 22:37
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consumer behaviour marketing Roger Dooley

Solving vs. Selling

Here's the thing about selling. Nobody wants to be sold to. What people do want are solutions. Need a new car? The problem is that you've outgrown your old one or worse yet, it's just gotten too expensive to maintain. Did the world change when you weren't looking? You might need help navigating that change, but you don't need to buy a bunch of stuff from a menu—you do need people, skills, talents, tools and the right relationships to help. But help really means "help me solve this"—and that means doing it together. So when you're "selling" what you're really doing is showing how well you can work together to solve the problem.

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Comments (0) • Posted on on 3 September, 2010 - 22:11
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David Armano selling buying solutions

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This blog reflects the personal opinions of individual contributors and does not represent the views of Futurelab, Futurelab's clients, or the contributors' respective employers or clients.

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