John Caddell

Re-examining Kindle Pricing

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Customers Are Talking: Dell Acts on Twitter Product Feedback

by: John Caddell

I was interested in this post from the NY Times Bits blog: “Dell Says It Has Earned $3 Million From Twitter.” Selling, after all, is one of the Five Archetypal Business Twitter Strategies.

But I was even more interested when I read this part of the post, almost a throwaway near the end:

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Time to Retire the 'Let Sleeping Dogs Lie' Strategy for Contract Renewal

by: John Caddell

Auto-renewals of long-term contracts have a lot to like about them, at least for the seller of a product. If the customer doesn’t have the bandwidth or energy to reopen negotiations, a contract rolls over for another period–one year, three years or more. The supplier wipes his brow and relaxes, with that client’s business in the books.

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Why Didn't GM Use 'Harry Potter Marketing'?

I was driving to the local baseball field this week (very slowly–there’s a townwide sidewalk construction project underway and every street is a work zone). Coming the other way was a big Cadillac driven by someone in the Cadillac market sweet spot–a 75-year-old guy. Which got me wondering about Cadillac and GM’s restructuring and the flashy, angular Caddies they’ve been selling for the past 10 years. The guy I saw was driving an older Seville, long and smoother, a real Caddy.

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A Better Way to Innovate: Ditch the Focus Groups and Go Beta

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The Five Archetypal Business Twitter Strategies

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Customer Service Is Such an Important Job, Perhaps We Should Spread It around

by: John Caddell

Let me point out two problems:

1) Customer service is quite a difficult job and even the best reps are prone to burn out in time–it has turned into a low-pay, high-turnover McJob instead of the vital, even exalted position it should be.

2) Most managers & leaders are disconnected from their customers, with the result that their decisions often ignore or even defy customers’ wishes.

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Selling: the Unacknowledged Ingredient of Innovation

by: John Caddell

You never read about selling in books about innovation. But, for B2B products, the first sales of a new product or service are crucial lifelines. Let’s be clear about this: no matter how cool, fast, inventive, or buzzworthy your product is, if you can’t bring paying customers on board, it’s not worth anything to your business–in fact, it’s a drain.

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Customers Are Talking: Some Good Terms to Describe Business Narrative Bork

by: John Caddell

A couple of recent blog posts have featured useful discussions of key elements of business narrative work.

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The Art of the Customer Interview

by: John Caddell

I’ve done a lot of customer interviews in the past couple of years, and have learned a fair amount about what works and what doesn’t. You want to create an environment where the customer feels safe and free to share his/her actual experiences, and engaged enough to explore her memories without being distracted. Some tips:

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