I had a serious case of mixed feelings when I first saw this report. Before telling you why I’ll explain what the report is about first.
It’s another excellent report by the brilliant people from Universal McCann, who early brought us great social media reports in their Wave series - which I’ve also written about. It’s [...]

Seth Godin made two excellent points in his latest blog enty “What does Santa look like?”

Most people want to believe.
And we’re most comfortable believing what everyone else believes.

I completely agree with him here. I made a similar point, but on a completely unrelated topic. The last 4 years or so I have been an admin [...]

Customer service, more often than not, is seen as an expense rather than an opportunity. Cutbacks are talk of the town, not investment. Yet, this is probably one of the most, if not the most important areas of a company which can provide a competitive advantage.
I’ve been playing with this thought in my head for [...]