Customer Obsession

  • “If you can’t measure it, you can’t manage it.” -Peter Drucker

    There is no easy and reliable way to measure market culture. Following the logic of management magnate Peter Drucker, there also is no easy and reliable way to manage it. But, that’s about to change. For the past two years, we’ve been hard at work developing an organizational culture survey…one that’s more relevant and fundamental… Read more

  • SVAMA Marketing ROI Event

    We had a really great event on Marketing ROI the other week that I forgot to post on earlier but better late than never….. We had Jim Lenskold from the Lenskold Group keynote and a talented group on our panel that included Seth Berman, Director of Strategy and Operations for Blue Shield of California (a… Read more

  • Comcast Customer Experience…..

    I just had a great comcast experience that had brought me back to blogging….. Don’t get me wrong I have had a number of bad comcast experiences in the past… but that was  on the consumer side of their business… for now I have been turned around and feel a tremondous sense of loyalty… so… Read more

  • Ford: Transforming market means transforming marketing

    On a recent airport layover I picked up a copy of Business Week with picture of a Model T on the cover.  The cover story was about Ford’s efforts to revamp their company, their brand and their marketing department. After reporting record quarterly losses and a 50% reduction of market share since 1995, the company… Read more

  • A Product So Good We Don’t Need Sales or Marketing

    A little while ago I read this blog post by Jeremiah Owyang and was pleased to see another blogger take on an issue that we recognize everyday.  Is your company market-driven or product-driven? What’s the difference?  Product-driven firms spend their time, money and best talent on creating unique or new products, or on increasing the… Read more

  • Collaboration Needed by Workers Too

    On my way in to the office today I heard an interesting story on NPR.  Apparently services have popped up in New York wherein small business owners, freelancers and other self-employed types can work together in the same space.  While one tennant (right word?) admits it cuts into his productivity a bit, the value of… Read more