Goodhart’s Law and being careful about metrics, eCommerce that competes with own retail stores. Welcome to the 81st edition of my customer strategy newsletter. The five topics this week are: Goodhart’s Law is 43 years old – We still need to be careful with metrics Web stores that compete with physical locations – My latest experience […]
The majority of companies have partners for at least some of their business. The three main categories of partners available to most businesses are resellers, implementation partners, and subcontractors. The purpose of any and all business strategies is to crush your competitors and win. Your partners can help you do that. But how? And what […]
SAP acquires Qualtrics, eCommerce that complements retail stores. Welcome to the 80th edition of my customer strategy newsletter. The five topics this week are: SAP acquires Qualtrics – Some thoughts about the value of the deal Web stores need to complement physical locations – My latest experience Latest blog posts Notable items from other sites – […]
Way back in 2005 I had the privilege of attending an executive education program at Columbia called Creating Breakthrough Strategy. The course was far more practical than the other attendees and I expected. The reason was simple: the main content and structure were provided by Willie Pietersen, a South African who has been CEO of a […]
Implicit search, The Skeptics Guide to the Universe. Welcome to the 79th edition of my customer strategy newsletter. The five topics this week are: Could ‘implicit search’ revolutionize two-way customer feedback? Just started reading The Skeptics Guide to the Universe Latest blog posts Notable items from other sites – An article and some statistics about bad service […]
We are awful at observation. Our brains just don’t work all that well. Various psychological experiments lead to the inevitable conclusion that our brains work hard to fit whatever we perceive into known, existing categories. The part of this phenomenon that I want to cover here is called ‘inattentional blindness’. But what has this got […]
My new Net Promoter System podcast on healthcare with Rob Markey, customer vs. employee satisfaction research . Welcome to the 78th edition of my customer strategy newsletter. The five topics this week are: Starting my annual research on customer and employee satisfaction My new Net Promoter System podcast with Rob Markey is available Latest blog posts […]
I was talking to a former colleague yesterday. He described a recent meeting where he learned that major cost cutting still continues where we used to work. The discussion made me want to share what follows. I have seen cost cuts communicated well (which is rare) and poorly (which is the rule, rather than the […]
