Monthly Archives: May 2009

Snatching defeat from the jaws of victory

I witnessed something tonight that I wish was surprising or shocking. Unfortunately it wasn’t. I was sitting on my American Airlines flight from Dallas to New Orleans as they closed the cabin door a few minutes early. Nice, because that … Continue reading

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11 Secrets to Marketing in a Down Economy (Part 4)

A year ago we published a paper on marketing in a down economy. We identified 11 key tactics. I am sharing them in this blog over the next few weeks, but if you want them all at once you can download … Continue reading

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Is it a new media or a new business platform?

Since the dotcom boom and bust the debate has raged as to what business model is appropriate for the Internet. We hear of amazing valuations on companies like YouTube, Twitter and Facebook with no discernible business model to justify their … Continue reading

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Interesting experience

I had an interesting experience yesterday that reminded me of how powerful caring about your customer is; how screwed up the State of California is, and how hard they make it for people to do business in the State (and … Continue reading

Posted in customer satisfaction, customer service | Tagged , , , | 1 Comment