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Article Image: Life With Jessica

Life With Jessica

Colin recently wrote about the responsibility bloggers have to be understood. Few are as good as Jessica Hagy of Indexed site fame. Her ability to effectively communicate with graphics has been the inspiration for a number of my posts. As I was reading her site recently, a thought popped into my head: What if she […] Read More

Article Image: And I Thought I Had It Bad

And I Thought I Had It Bad

Earlier this week, I posted some comments about some experiences I had with a couple of firms I do business with. After reading this paper from a professor at the IESE Business School, I have to admit that I had no right to complain. My experiences pale in comparison to what this guy went through. […] Read More

Article Image: Financial Check-Ups

Financial Check-Ups

Matt, the Credit Union Warrior, asks a great question: We all have annual health screenings. Why don’t we put a similar level of importance on our financial health?” You might be tempted to think it’s because of cost. After all, if you’ve got health insurance, the out-of-pocket cost for your annual check-up is minimal, and […] Read More

Article Image: Homepage Politics

Homepage Politics

One of the silliest games that firms play is What should we put on the home page?” In many firms, you would think that home page real estate was more valuable than oceanfront property in Malibu. Product managers and LOB execs often believe that their products have a “right” to be on their company’s home […] Read More

Article Image: Quien Es Mas Stupido?

Quien Es Mas Stupido?

Remember when Saturday Night Live used to play Quien Es Mas Macho? I’m going to play Quien Es Mas Stupido? Here are today’s contestants: Contestant #1 is my Internet services provider. I agreed to upgrade to their fiber optic service and made an appointment to have a technician install the service. But when my wife […] Read More

Article Image: Off-Topic: Jeopardy Categories I Can Beat Ken Jennings At

Off-Topic: Jeopardy Categories I Can Beat Ken Jennings At

1) Things That Go Wrong With A Volvo S80 2) Canadian Online Banking Sites 3) Grateful Dead: The Wall Of Sound Era 1973-1974 4) Who’s Got A Loyalty Program? 5) 101 Things Home Depot Sells To Kill Lawn Grubs That Don’t Work 6) Gourmet Restaurants Of Ticonderoga, NY I’m counting on Ken not knowing about […] Read More

Article Image: Dude Writes Like A Lady

Dude Writes Like A Lady

If you blog, then click here and prepare to waste the next hour or two of your life. The Gender Genie will analyze your writing and tell you if you write a like a man or a woman. I put about 10 of my recent posts through the genie and it came back in nine […] Read More

Article Image: Milestones

Milestones

Back in June 1980, I was out in Boulder, CO to see a couple of Grateful Dead shows that were billed as the “15th anniversary concerts.” Bob Weir was interviewed on a local radio station and asked what significance the 15th anniversary held to him and the rest of the band. He said: It doesn’t […] Read More

Article Image: A Consumer Advocate’s View On Financial Services Cross-Selling

A Consumer Advocate’s View On Financial Services Cross-Selling

A recent New York Times article about financial supermarkets reports that: Consumers should think carefully before combining their financial accounts with one company, said Barbara Roper, the director of investor protection at the Consumer Federation of America, a consumer advocacy group based in Washington. She said the flip side to the convenience may be a […] Read More

Article Image: Fixing The Marketing-CEO Disconnect

Fixing The Marketing-CEO Disconnect

HBS Working Knowledge interviewed Harvard Business School professor Gail McGovern about fixing the disconnect between marketing and the CEO. Here are a few of the key points that stuck out for me and my responses. ______________________________________________________________ McGovern: “Over the past 10 years the mix of marketing skills needed by a company has radically changed, and […] Read More

Article Image: I Must Be A Gen Yer

I Must Be A Gen Yer

In the May 28, 2007 issue of Fortune magazine, there’s an article that purports to be a “field guide to Generation Y.” According to the article, the way to spot a Gen Yer is by his or her headphones, clothes (jeans, sneakers, jacket), laptop, designer coffee, BlackBerry, digital camera, and iPod. I read this article […] Read More

Article Image: The Dark Side Of Customer Analytics?

The Dark Side Of Customer Analytics?

The May 2007 issue of the Harvard Business Review contains a case study entitled “The Dark Side Of Customer Analytics” by Tom Davenport and Jeanne Harris, authors of the book “Competing On Analytics”. An intriguing title, for sure. But completely misguided. The crux of the story is that an insurance firm purchases loyalty card data […] Read More

Article Image: The Fourth Skill

The Fourth Skill

Somebody screwed up. I don’t know who, and I really don’t care, because as a result of this screwup, I’m sitting in first class on my way home from my firm’s conference in Miami. And I’m sitting next to my colleague Dennis, who’s in first class because he screwed up — he took a job […] Read More

Article Image: Why Firms Don’t Care About LTV

Why Firms Don’t Care About LTV

Jim Novo asks (and answers) the question: Why don’t firms care about customer lifetime value? Jim asserts that there are fundamental reasons why companies don’t take a longer-term view in respect to their marketing programs including: Business culture — where performance rewards are tied to short-term goals. Nobody in charge — no one has full-time […] Read More

Article Image: Make Something Worth Talking About

Make Something Worth Talking About

I’m at my company’s annual customer symposium at the Biltmore in Miami, and just heard Seth Godin present. Very entertaining, of course, but one thing, in particular, really resonated with me. Something that gives me more fodder for arguing against the Net Promoter Score mania gripping many firms. Seth may have identified other rules, but […] Read More

Article Image: CEO Letter To Web Analytics — Response To Eric Peterson’s Memo

CEO Letter To Web Analytics — Response To Eric Peterson’s Memo

In response to the CEO’s letter to Web analytics, Eric Peterson penned a memo from Web analytics back to the CEO. Take a moment to read his letter, then come back here for my reply back: ———————————————————————————————————- To: CMO, CIO, SVP-Ecommerce From: CEO Subject: Memo from The Web Analytics Team to “beloved CEO” Date: May […] Read More

Article Image: Subliminal Messages

Subliminal Messages

A recent article on MarketingProfs on the “wrongheaded claims against advertising” asserts that: Subliminal advertising, the alleged ability to motivate action with messages that are below are threshold of perception, doesn’t exist. Explicit, above-threshold messages in advertisements are what sell; hidden, muffled, or unperceivable messages do not.” Oh really? Well, it turns out that… Research […] Read More

Article Image: Advice For The New Volkswagen Chief Marketing Officer

Advice For The New Volkswagen Chief Marketing Officer

Adweek reported a while back that Volkswagen dismissed its Chief Marketing Officer. While I’m generally loathe to offer advice to CMOs in industries I don’t usually work with, in this case, the urge is too tempting: Give all the money earmarked for advertising to manufacturing. Why? Steve Johnson at Pragmatic Marketing wrote: “…and then there’s […] Read More

Article Image: How To Give A Great Presentation (In Nine Words)

How To Give A Great Presentation (In Nine Words)

When I first saw the link on Robbie Wright’s site, I didn’t click on it. But after I saw the link on Colin Henderson’s site, I knew that I had better click on it. When two bloggers you respect link to the same thing — pay attention. The link was to a presentation called Shift […] Read More

Article Image: A Letter To Web Analytics From The CEO

A Letter To Web Analytics From The CEO

To my colleagues in Web Analytics: I wanted to take this opportunity to thank you for the great work you’ve been doing in helping the firm improve our Web site, and for the enlightening data that you provide to me and the leadership team regarding our site’s visitors and the trends in utilization of the […] Read More

Article Image: Lazy Money

Lazy Money

Announcing his firm’s new high-yield checking account, Charles Schwab said: The financial world lives off lazy money. There is inertia, and in some respects that’s exactly why we decided we had to make this a very powerful offering.” Chuck’s right on. (If the firm is going to run ads that say “Talk to Chuck”, then […] Read More

Article Image: The Future Of The Chief Marketing Officer

The Future Of The Chief Marketing Officer

What’s the biggest problem CMOs have? In my opinion, it’s that they’re held accountable for too many things for which they have no control, let alone influence, over. The CMO Council might agree. As reported in AdWeek: CMOs are failing at a high rate because they lack the skill sets, credibility, and authority to fulfill […] Read More

Article Image: The Market Research Hall Of Shame

The Market Research Hall Of Shame

MSN Money recently published its Customer Service Hall of Shame, which found banks like Bank of America, Citibank, and Wells Fargo in the “Bottom 10”. As a way to generate publicity, this is an infallible approach. Survey some consumers, ask them to rate a bunch of big companies on customer service, and blare the results […] Read More

Article Image: Update On comScore conFusion

Update On comScore conFusion

Spoke to Serge Matta and Brian Jurutka from comScore today about my post regarding comScore’s online banking statistics. Although I linked to comScore’s press release, I didn’t cite another source upon which I drew some of the data — this Marketing Daily article. My apologies for that, and a lesson learned for me — because […] Read More

Article Image: The Devolution Of Social Networking?

The Devolution Of Social Networking?

Hundreds of years ago, the key to economic success was land ownership. Today’s it’s idea ownership (sometimes called intellectual capital). That’s why thought leadership is so important (side note: I’ve only received one request for membership to ITCH so far — not a good sign). It’s in this context that I found this comment from […] Read More

Article Image: When Should A Bank Outsource Outbound Sales?

When Should A Bank Outsource Outbound Sales?

The CMO of a financial institution told me about a meeting she had with a firm regarding outsourcing her firm’s outbound sales calls. Which got me thinking: When should a bank outsource its outbound sales efforts?” My answer: Never. Sure, I can envision arguments for outsourcing sales. And I know that many firms are highly […] Read More

Article Image: Announcing The Institute Of Thought Leaders And Consultainment Hotshots

Announcing The Institute Of Thought Leaders And Consultainment Hotshots

Did you know that (in the US at least) you have to be certified to practice professions like law and medicine? It’s true. And yet, apparently, anybody (and seemingly more and more bodies) can claim to be a management or marketing “thought leader.” But exactly what is thought leadership? And who qualifies to call himself […] Read More

Article Image: Dear Credit Union: If You're Going To Blog…

Dear Credit Union: If You're Going To Blog…

At the risk of overstepping the boundaries of my expertise (whatever that might be), I’d like to offer a few recommendations to the growing list of credit unions jumping on the blogging bandwagon. If you’re going to blog: 1) Sign the entries. An entry on Comala CU’s site starts off by saying “you’re not going […] Read More

Article Image: comMents On comScores' conFusing Scores

comMents On comScores' conFusing Scores

comScore released the results of its annual online banking study, which found a 10% increase in the online banking population in 2006 from the prior year. After reading the press release, I came away doubting some of the numbers. Specifically, I had trouble with: The sizing. According to the study, the US online banking population […] Read More