corporate

When a Company Says ‘Sorry’

3 May 2011

GE has been paying attention – I will give them that.  Read here for the full backstory.  In summary, though: GE and other companies spend a lot of time and money upfront trying to get you to be a customer, and less so after you’ve become a customer.  Arguably, this is when you need them [...]

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When Companies Ignore Their Customers

25 April 2011

Reader: note upfront, please, that I’m not singling out GE.  Rather, I’m using GE as an example.  Many companies fall into this trap.  GE and I, however, experienced this first hand.  As a thesis for this blog post, it’s this: brands are taking customers on a roller coaster ride, and the only one having fun [...]

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In-house consultants are half as effective

29 June 2010

Traditional consultants may be smart in their field, offering sharp insights that have been honed by years of personal experience, reading, networking, and general and specific knowledge of the domain.  Yet, when they make a suggestion (that is seemingly unpopular), people bristle.  Not sure if that will work.  Are you sure it will work? Get [...]

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Social Media Rules of the Road: Policy vs. Guideline

13 May 2010

Policy?  Guideline? You can look at the definitions of each here: policy and guideline. Aside from dictionary definitions, I think the common use of these tends to be something along the lines of the following: Policy –rigid, authoritative, unwavering, push, “set in stone” Guideline – didactic, fungible, suggestive, framework, nudge, pull I hope with those [...]

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