Is Net Promoter Score the Holy Grail? Second in a three part series of observations from the annual Forrester Finance Forum, How to Deliver Great Customer Experiences, held in New York June 23rd and 24th. Go here to read part one. Photo Credit: Steve A Furman Bill Doyle, Vice President and Principal Analyst at Forrester, [...]
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Archive | June, 2008
WALL-E – Film Review
June 28, 2008
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WALL•E (Waste Allocation Load Lifter Earth-Class) is a friendly and extremely efficient robot that spends his days trying to tidy up a major mess left by the human inhabitants of earth. It seems that the Big-N-Large conglomerate, which owned everything and is the epitome of commercialism, made some mistakes along the way. Earth can no [...]
Read moreAll the World’s a Sage
June 27, 2008
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Marshall McLuhan’s watershed work The Medium is the Massage: An Inventory of Effects is obviously the inspiration for this post. I first came across his book in 1967 and was completely blown away. My best friend, Tim, a budding graphic designer and fantasy artist, came running up to my front door waving the book. We launched [...]
Read moreForrester Finance Forum 2008 – First of Three
June 25, 2008
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Great Customer Experience: Easy to Say, Hard to Do. Just returned from the Forrester Research Finance Forum held in New York June 23rd and 24th. Forrester is a research company that does an excellent job at spotting trends, doing deep dive research, and providing companies with helpful insights. I have been a client of Forrester [...]
Read moreOnline Grocery Shopping Evolves
June 21, 2008
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I absolutely HATE grocery shopping. Let me be a little more specific. It’s not so much the shopping part that I hate. It’s driving there, waiting in the long checkout lines, pushing the cart to the car, driving them home, lugging them into the house, and generally wasting 1-3 hours every week. As a self-proclaimed, [...]
Read moreRed Cross Using Social Community
June 20, 2008
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The recent heartbreaking events of the midwest floods have reached unprecedented heights. Anyone that lives in a stricken area or has a friend or loved one there, wants to know as much information as possible about what’s happening on the ground. The American Red Cross has always had a focus on communication, and are now [...]
Read moreGolf, Tiger and Father’s Day
June 14, 2008
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The U.S. Open golf tournament and Father’s Day seem to always intersect. Growing up, I used to watch the last day of the tournament with my father on his day. Now it’s my day, and I was gearing up for tomorrow’s BBQ with friends and my family when I decided to flip on the plasma [...]
Read morePeople Read on the Web
June 13, 2008
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Web designers and usability pundits have said for years that people don’t read on the web. At best they skim, and if you have copy that is not juxtaposed with some attractive image it won’t be read. In those days we were encouraged to put as much as possible above the fold and keep the [...]
Read moreAgricultural, Industrial, Technological… Eco-Age?
June 5, 2008
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This really is an exciting time to be alive. There are some crucial moments in the offing. Arguably the most significant presidential election to be held since the birth of the first baby boomer. A realization that our climate is changing and we may be the cause. Growing, insatiable demand for oil driving prices to [...]
Read moreMore Thoughts About Social Media
June 3, 2008
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You’re in a meeting with marketing execs (or you are marketing exec) and the topic is social media. The various constituents around the table have come with their usual analog playbook. “Tell them how great our products are, get them to buy, here’s where we make our money,” blah, blah, blah. One of the first [...]
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