Meet The New World, Same As The Old World.

Just when I'm sure I have nothing new to say, I see that other people are saying nothing new and getting talked about.The particular insight that caught my attention came from a Lufthansa social media executive who declared that businesses should "Make your product your ads and your customers your ad agency."Product has always been the first P of marketing and always will be and word of mouth is the best advertising money can't buy. But to talk about outsourcing your marketing is a dereliction of duty, even if you say it at a social media conference....

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Looking Through Your Customers' Eyes.

A local supermarket has a checkout aisle designated for customers who are using a basket rather than a trolley. It's a common feature designed to speed shoppers through rather than have them abandon their purchases when stuck behind a line of full trolleys in another aisle.The problem is that its speedy processing of customers means that its queue is often the shortest in the store. Cue the tired, distracted shopper with a full trolley who quite...

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Don't Blow Welfare Reform

No more turning of backsIndolent Tyler is still away, undergoing therapy by serial holiday. But the recent leaks on welfare reform demand a quick post. The story seems to be that George and IDS had a stand-up row over the latter's demand for an extra £3bn pa funding for his welfare reform programme. It apparently went like this:IDS: "You ******* little ****. Give me the ******* money, or I'll ******* have you."George: "**** off Grandad."Although...

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Make Marking History?

Further evidence of marketing's identity crisis. Though the parallel with marking one's territory has some validi...

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How Much Do Customers Care?

I think Umair means to highlight the importance of corporate purpose in the mind of the consumer though he tweets a little ambiguously. If that's a correct interpretation, then he's positing a prevalent thesis. One that's certainly useful to think about, albeit one that equally can lead us astray if we focus on purpose at the expense of the basics.Look around at what people do and look at your own behaviour. A "moral" element might be the deciding...

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Memory Of The Future.

Memory of the future is the provocative phrase that I came across recently that refers to the brain's ability to use memory to picture and plan future events. I term it provocative because of its combination of memory a word that evokes looking back and future that evokes looking forward.Being ignorant of its neuroscientific origin, I immediately conjured up the idea of memories of what we were told the future would bring - the ones that usually...

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50 Ways To Leave Your Customer.

The Jet Blue flight attendant who quit his job via the emergency shute and the fake Dryerase resignation video were the big things online yesterday.Both earned admiration from many quarters, but how many of you thought of the lesson for your business? What was being admired was people who had supposedly fired their customers. Steven Slater had had enough of rude customers while "Jenny" was sick of her customer i.e. her boss.If you choose someone...

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Old Spice Addendum.

AdWeek reports that, “According to Nielsen data provided by Old Spice, overall sales for Old Spice body-wash products are up 11 percent in the last 12 months; up 27 percent in the last six months; up 55 percent in the last three months; and in the last month, with two new TV spots and the online response videos, up a whopping 107 percent."If it's up 11% in 12 months, it could probably only be up 107% in a month if the sales had been negative in the interim so I think my original suspicions seem credib...

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App Infatuation.

Briitsh Gas have an iPhone app. They told me so in a press ad. It will show how my consumption has changed year on year, quarter by quarter. That's interesting information, but I don't need an app for it. I can see it on my provider's bill already - at a time when I'm more likely to be thinking about the issue and where they already have my attention.Just because you can have an app, it doesn't mean you need one or that your customers' experience will be enhanced by having o...

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Time To Bank The Banks

Taxpayers could use some of thatThe banks are back in the serious money. Hurrah!Well, hurrah if you're not a saver being ripped off on your bank deposit account, with near-zero interest rates in the face of 5% inflation. Or a borrower paying through the nose for a meagre sliver of credit. As long as you're a banker, you can afford a very loud hurrah indeed.But bank shareholders, surely they ought to be cheering as well. And that includes us taxpayers,...

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Customer Survey Dissatisfaction.

Modern life is replete with customer satisfaction surveys impinging on seemingly every digital, telephonic or physical interaction and CEOs citing how x% of their customers were "either satisfied or very satisfied" with the service they received. It's also replete with dissatisfied customers.So before you undertake one of these exercises, perhaps you should ask what its purpose is. Are you seeking to elicit genuine information or are you box-ticking?...

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Council House Sales - Another Taxpayer Rip-Off

Tyler will have bored you many times with his cigar-puffing reminiscences of growing up on a council estate in the 50s. Deprived? Of course not - back then, a quarter of all families lived on council estates. With another one-third renting privately, for the bulk of the population owner-occupation still lay well into the future.Today, the percentage who live in council rented property has fallen to just 9% (England - facts here). But add in the percentage living in other social housing (Housing Associations etc), and the total is...

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Ripping Up The Rent Book

Good news for landlordsOne element of the welfare bill that's got totally out of hand is Housing Benefit (HB). During the Labour government, it soared by 35% in real terms, and this year it will cost us well over £20bn. There are currently 4.7m households receiving HB, which is getting on for one-in-five of all households. Or to put it another way, every family paying for its own housing is also paying a quarter of another family's housing...

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