Category Archives: Customers

Lifetime guarantee

Posted on November 28, 2012 by

18 months ago I got a fancy work bag as a gift.  Within a year, the little ring holding the strap to the bag broke; a few months later the second one broke. I finally made my way to their … Continue reading →

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In the know

Posted on August 21, 2012 by

There’s nothing better than turning your customers into insiders.  One way is to give them the sense that they’re in the know and they are sharing in a  special secret, even if it’s small and even if it’s only sort … Continue reading →

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Bump and grind

Posted on October 5, 2011 by

WordPress.com, of which I am a very happy user (cost = free, uptime = 100%, functionality = great and always improving) has one interesting limitation – the blog statistics one can easily access are “blog traffic,” meaning the number of … Continue reading →

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Out (f-cking) care the competition

Posted on March 17, 2011 by

I just learned last week about Gary Vaynerchuk from Seth Godin’s Domino Project (great post, Ishita), another great example of someone who pokes the box (you mean you haven’t read Poke the Box yet?  What are you waiting for?  It’s … Continue reading →

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Predictably Irrational

Posted on December 16, 2010 by

Last week I talked some about the “mental models” we carry around to simplify the world.  One of the most powerful, underlying mental models we carry around is about rationality – that people are predominately rational, and that behave (by … Continue reading →

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Tacky plastic

Posted on November 30, 2010 by

Some thoughts for the upcoming holiday season. A few years ago my wife and I bought my son a beautiful, wooden, ecologically friendly, made-in-Thailand-from-recycled-materials airport set. Guess who they’re selling that product to?  Me. Guess who never played with it?  … Continue reading →

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Swagger Wagon – just for fun

Posted on August 11, 2010 by

Mostly, this just made me laugh out loud.  A handful of you – who happen to be the exact people Toyota wants to buy the Sienna – will laugh out loud too, and the rest of you may not which … Continue reading →

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More or deeper?

Posted on July 26, 2010 by

More is: The hunt Acquisition costs Onsite blog traffic Splashy PR Small bets Millions of followers Friends and admirers Deeper is: Relationships Low churn RSS subscribers Specialized media Big bets 1,000 true fans Allies Neither is better or worse, but  … Continue reading →

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Easy, hard

Posted on July 1, 2010 by

You certainly know who your top customers are from YOUR perspective – the ones who account for most of your revenues and most of your profits. But do you know how many of them consider YOU to be their most … Continue reading →

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Yesterday’s salad

Posted on May 5, 2010 by

Traveling on Monday morning, and hoping to avoid on-board food, I picked up a $9 Caesar salad at the Balducci’s in the Delta terminal at JFK. A few hours later, my laptop dead, I popped open the plastic box to … Continue reading →

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