The deflation of happy1 June 25

The Fish in the Barrel Don’t Like it When You Shoot

We marketers just love a captive audience, don’t we? We like them strapped into pressurized metal tubes at 35,000 feet with nothing to look at but a tiny screen or a drooling neighbor. We like them squished into subway cars, bouncing off each other in mosh pits or looking for a familiar taste far from […]

squirrel with waffle for blog June 01

The Thrill of Victory: What Marketers Can Learn from the Win Column

Were you successful in getting your hands on the win-loss report from sales? Don’t feel too bad about it; that sort of information is not something sales people share freely, especially the loss part of it. This week I want to talk about the importance of the good news bit of their report. Now we […]

No Parking Ever Sorry May 25

The Agony of Defeat: Why Lost Business Reporting Isn’t Helpful

Do you get the Win-Loss report? You really ought to get yourself on that list. If you don’t know the Win-Loss, it’s the document your friends in sales create each month or, sometimes, each quarter that lists all the business they’ve won, lost or are waiting to hear about. Sometimes it’s called the sales activity report. […]

9634903-Business-team-meeting-outside-the-airport-Stock-Photo May 11

What Did Your Brand Ever Do To Deserve Bad Photos?

Marketer #1: Hmmm. Time to update our corporate website again.  That swell webinar we went to said we should use more images on our web pages and printed materials because humans are beginning to lose the ability to read. Marketer #2: I know, let’s go get some stock photos to make our site appealing to […]

YYZ snowy cart April 27

Stop Letting Your Customers Talk to Strangers

Are you a self-starter with an eye for detail, a passion for great customer service and unresolved hostility issues? Have I got a job for you. In our final look at the miserable set of misaligned processes and emotionally empty engagements that pass for customer experience management, it’s time we define a customer communications function once […]

I'm Too Sexy for These Stairs- Vancouver Art Gallery, June 2013 April 16

Marketing Automation, Meet Customer Communication

Thank you to all who wrote and tweeted your deep concern for my emotional well-being following last week’s post. I can assure you I’m quite well and the post was less rant and more dramatic set-up for this week’s missive. Judging by some of your comments, over-communication with customers has struck a cringingly familiar chord. […]

no in the snow April 09

The End of Valued Customers

Dear Valued Supplier, Thank you for your quarterly newsletter. It showed up in my email just yesterday, minutes after the monthly statement, and not long before the important reminder about the scheduled maintenance you’re doing this weekend. The daily reminders about your annual conference are also arriving without delay, and I am pleased to report […]


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