Conflict of Interest

It’s an issue of motive. Are you able to act in my best interest or our combined best interest or are you driving self-serving agendas? Does this have the potential to be symbiotic or is it parasitic and dressed up? The challenge with these questions is that most of the time we end up being […]

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Great Customer Service

At the end of the day, customer service is the management of a relationship. This may be a short term transactional one, or a longer-term, partnership-based one. The quality of the service is determined by its effect on the perceived relationship these two parties have. Great customer service is, therefore, a function of relationship. Whatever […]

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Touch-points

The theory of Degrees of Separation suggests that we are much more connected than we might think. It also suggests that, in an increasingly digital age, these degrees might be decreasing. The implication for business is significant. We spend so much time cresting touch points with our customers. We design add campaigns, thank you notes, events, […]

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Two ads

My social media exposed me to two very different ads today. The first was by a digital marketing company. It was a one frame comic of two people talking. “How do I get more people to engage with my social media marketing?” “Make a spelling mistake.” As funny and sad as that may be, it’s […]

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