Archive for July, 2012
What are senior managers across the globe and across multiple industries concerned about these days? Reputation. So says a recent study conducted by Spencer Stuart and Weber Shandwick. Not surprising given the hit that many companies have taken over recent years in terms of their reputation, credibility and trust among consumers. So what are senior leaders’ expectations of the communications function according to the study? (more…)
There are four ways that people learn about our products and services:
1. Through their own experiences with us.
2. From their friends, family and colleagues – word of mouth.
3. Through the media – news reports, articles, etc.
4. Directly from us through our own advertising, web sites, social media, etc.
I always list these four sources of information in this order, because (more…)
Common wisdom suggests that there is a direct correlation between employee and customer satisfaction. Common wisdom, of course, is often flawed. Just ask a couple of my favorite business authors, Dan Ariely (Predictably Irrational) and Steven Levitt (Freakonomics). Sometimes the things that we believe to be true, simply aren’t.
Louis C.K. recently cut out the middleman in the process of selling tickets to one of his performances. His experiment has been quite interesting. He’s not the first to bypass sites like StubHub and TicketMaster, and I’m sure he won’t be the last. Why? Because his experiment demonstrates an interesting concept–disintermediation–the removal of intermediaries in a supply chain.
Disintermediation represents a benefit to consumers and a significant challenge, even fatal challenge, to those in the middle. The lesson to be learned? (more…)
If you’re like many people who have been involved in strategic planning efforts, the thought of becoming involved in another one may leave you less than enthusiastic. Why? Too often, despite the significant time and effort that may have been put into the process, once the plan is complete, not a lot happens. It seems we often feel fairly adept at the planning part of the process, but when it comes to the doing part we falter.
There may be a variety of reasons for this: (more…)