Midweek Marketing: Delta Builds Customer Experience One Detail at a Time

I’ve been an unapologetic critic of the money losing and seemingly customer hating airline industry for many years. Anyone who has flown a million miles or more has a good view to the workings of this flying bus business (with apologies to bus companies), and the view is mostly unpleasant. (Not always, just mostly.) Imagine my surprise when I deviated on my return trip from my normal dealings with United, and flew Delta, and I actually enjoyed the experience. I checked my calendar and it wasn’t April Fools Day or Halloween, so all of the truly good natured, helpful and smiling Delta employees might have actually meant it. Here are 7 observations and some lessons for all of us worth sharing:

By |2016-10-22T17:11:36-05:00September 28th, 2011|Leadership, Marketing|2 Comments

Marketing Hall of Shame-Bludgeoning Your Customers is a Bad Idea

Imagine my surprise when in a fit of insanity, I picked up the phone the other night….right after dinner (well, I answered because the caller i.d. indicated the Hotel Chain’s name, and because the troops had the dishes will in hand), and I ended up on the receiving end of an old-fashioned marketing bludgeoning. Seriously, Hotel Chain! You think so highly of the relationships with your clients that you’re engaging in tactics like this to reward them for years of business.

By |2016-10-22T17:11:37-05:00July 27th, 2011|Marketing|2 Comments

Management Week in Review for March 18, 2011

Every week, I share three thought-provoking management posts for the week. Fair warning: I take a broad view of management, so my selections will range from leadership to innovation to finance and personal development and beyond. This week's selections feature content on why you need to know more about Baldrige, rethinking your ideas on measuring marketing ROI and the powerful impact of Social Business on your firm's reputation and ultimate success.

By |2016-10-22T17:11:41-05:00March 18th, 2011|Leadership, Marketing|2 Comments

10 of My Favorite Dumb Ass Management Mistakes

In the spirit of my post, “At Least 20 Things to Stop Doing as a Leader,” which has grown well north of 50 thanks to a deluge of reader comments, I’m back with a list of some insanely stupid and all-too-common management mistakes. These focus more on the decisions, actions or inactions that contribute to creating even bigger problems. While I’ve remained on the positive side of the law here (felons, you’ve had your day!), some of these mistakes are truly criminal. Please feel free to chime in with your additions.

By |2016-10-22T17:11:45-05:00December 7th, 2010|Career, Decision-Making, Leadership, Marketing, Strategy|9 Comments

“And He Kicks Children in the Face,” and Other Insane Approaches to Competing

As business leaders, we make decisions every day about how our firms and our people compete. Most of us choose to focus on creating value and solving problems. A few resort to “win at all” costs type behaviors. This latter group poses some vexing problems for those of us that prefer the high-road style of competing for business, but the problems are not insurmountable. Here are six ideas for forming and framing a positive and effective competitive culture.

By |2016-10-22T17:11:46-05:00October 27th, 2010|Leadership, Marketing|10 Comments

Marketers: 4 Ideas to Avoid Falling Victim to The Felt Need

The article, “The Felt Need” by Dan and Chip Heath in the November, 2010 issue of Fast Company is worth the price of the annual subscription for it’s reminder value alone. The Heaths tackle a topic that just about all of us involved in selling, marketing or strategy have succumbed to at some point in our careers: the felt need versus the burning need. Here are four ideas to avoid being victimized by "The Felt Need."

By |2016-10-22T17:11:46-05:00October 26th, 2010|Decision-Making, Marketing, Product Management, Strategy|2 Comments
Go to Top