Customer Centric Culture

  • Retroactively Introducing the “Market Culturist”

    In my last post I introduced the term “market culturist.” In case you’re wondering, a “market culturist” is a new term I’m making up to describe someone that shares our philosophy — someone who gets what we do. There are a number of you out there. Perusing the Internet, I came across a great piece… Read more

  • Mark Cuban is a “Market Culturist”

    I’m a fan of Mark Cuban. I like the enthusiasm he brings to his basketball team, the Dallas Mavericks, and to the NBA. I like watching them play. When I was dominant on NBA Live ’03, the Mavericks were my team. I appreciate the rebel spirit he brings to his team and NBA referees, and… Read more

  • Tipping Our Way

    In an article published in this month’s Fast Company magazine, Columbia professor cum Yahoo! researcher Duncan Watts debuffs Malcolm Gladwell’s concept of the Tipping Point. Using network simulations (whose alternative uses include predicting the spread of disease) Watts determined that the role of the Influencer, that highly connected firestarter of new trends, is not as… Read more

  • Customer Value Versus Customer Satisfaction – Lessons from Sprint and Apple

    In the quest to improve business performance, companies and marketing departments in particular have for many years focused on customer satisfaction as a metric worth focusing on for customer retention, loyalty and even growth – (see Fred Reichhold net promoter for his views). Althought customer satisfaction is undoubtly important, we would argue that a more powerful metric is… Read more

  • Confusing the brand message with what the customer wants

    A colleague tipped me off to a branding effort in the financial services industry.  Ameriprise is the former American Express Financial branch which is trying to stake its hold in the consumer finance sphere.  You may have seen their ads where Dennis Hopper clearly speaks to the Baby Boomer generation. Chronicled in a Star Tribune blog,… Read more

  • Article Published with the CMO Council

    We have an article published with the CMO Council in the December 2007 issue of Marketing Magnified. Our team, led by Chief Value Delivery Officer Sean Gallagher, highlights the importance of culture on business performance and why it’s more important than CRM, Marketing Performance Measurement, and other popular marketing tactics including *gasp* blogging. In essence,… Read more