Savvy Companies Don’t Have to Do This Tonight, a corporation made a colossal mistake. Motrin put up this ad. The ad was meant to tell Moms with new babies that Motrin understood their pain. … [Read more...]
American Airlines: When 2+2= -8 Just to Get Back to 0
Stuck in the Airport I have traveled 1,481,924 miles with American Airlines. I’m a loyal customer. It means something to me. It should mean something to them. Apparently it does 50% of the … [Read more...]
Bloggy Question 23 — Would You Live Blog the Wedding?
Now What Do You Say? For those who come looking for a short, thoughtful read, a blogging life discussion, or a way to gradually ease back into the week. I offer this bloggy life question. . . A … [Read more...]
Epilogue: Motrin, Take Two and Don’t Wait ‘Til Morning
The Headache Rx The folks on the Motrin team are suffering from a sefl-induced headache today. It was caused by being focused on the wrong things in their “WE FEEL YOUR PAIN” AD CAMPAIGN. Now … [Read more...]
NBC Don’t Change My New Year’s Eve Plans!!!
Just Because You Can Doesn’t Mean You Should Now, I’m no great football fan, but I know a thing or two about people and plans. The game between the Chicago Bears and Green Bay Packers has been … [Read more...]
How to Answer the Only Customer Questions that Count
Still The Decision Model Used well, this four-point definition/decision model can make your business thinking solid, swifter, and more customer-centered. An explicit description of our customer … [Read more...]
An Open Thought: Please Take the Keys
32 Reallys Last night, Gary paid me a stellar compliment for the whole world to see in two separate places. Wow, it was such a cool gesture, on so many levels, and totally unexpected. After a … [Read more...]
Blogs Aren’t Books, But Revising Is Still Revising: 6 Gating Questions to Make Revising Easier
How to Decide What to Change So, you’ve looked at your stats, and you’ve found the entry pages where readers frequently land. Now you’re checking them out to make sure that those pages are fresh … [Read more...]
Extreme Customer Service? I’m Still Telling the Story
Extreme Times Call for Extreme Customer Service I have never worked for FedEX, nor do I know anyone who has. . . . I wrote this because Meikah asked whether I knew any stories about extreme … [Read more...]
There’s No Putting ME in a Box
A Heartwarming Story One more story–this one will explain the last. You may already know it. It’s inspiring and heartwarming. I’ve encountered it more than once myself. A few years ago, at the … [Read more...]
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