Can’t get no satisfaction: Why service companies can’t keep their promises
Blog Post, Enterprise 2.0, The Connected CompanyService companies can’t show customers a tangible product. Since services are intangible, the only way to sell them is by making a promise to perform. But most service companies fail to keep their promises, leaving customers frustrated, confused and abused. Why do so many service companies fail to keep their promises to customers? Customers have
Buzz of the Week // Dec. 5 – Dec. 9
Blog PostWelcome to this week’s edition of Archrival | Dachis Group Presents: Buzz of the Week. This week we learned that zebras like to give shout-outs at the most random times, parallel parking isn’t as difficult as your high school driving instructor made it seem, there really is something more atrocious than Jar Jar Binks, and
Shift in Medium = Shift in Perspective
Blog Post, Case StudyThe Challenge Last week we had a great session with a large tech client who was convening a new global sales force for the first time. Our goal was to take the individual insights gained by salespeople with 6-12 months of field experience with this new product and boil up best practices. The challenge was
The Emergence of Local Social – Are you ready?
Blog PostSocial business at large companies is maturing rapidly and one of the most conspicuous indicators of that maturation is the emergence of structured local social activity at major retail brands. Brands are realizing that social media tactics, much like every other retail marketing activity, are geographically sensitive. Weather varies, culture varies and big brands have to
Get drawing again with Visual Meditations
Blog Post, Visual ThinkingDrawing is a skill all of us are blessed with. Sure, some might be better at it than others — but as a species we’re hard wired for visuals. In fact, we communicate through pictures long before we start effectively using words. As Gordon Mackenzie points out in Orbiting the Giant Hairball, every 5-year-old considers
Sorry, Gucci, But You’re Not Luxury
Blog PostIn June of this year, Pete Kim asked, “What is luxury, anyway?” It’s clearly more than Merriam-Webster’s definition of “something adding to pleasure or comfort but not absolutely necessary.” In fact, it’s probably best defined by Kreayshawn in her annoyingly catchy tune, “Gucci Gucci” where she explains that: (warning, explicit lyrics) “Gucci Gucci, Louis Louis,
Monday Movers: A Closer Look at the Social Business Index
Blog PostOn Fridays, The Atlantic Wire takes a look at weekly top movers in the Dachis Group Social Business Index (SBI). Each Monday, we dig a bit deeper to into ranking changes.
Sky News Technology Behind Business panel on Knowledge Management
Blog Post, Enterprise 2.0, Interview, The Connected CompanyLast week I was invited by Nigel Freitas to participate in a panel discussion about Knowledge Management (KM) for Sky News Australia’s Technology Behind Business show. Technology Behind Business examines trends and analyses key IT concepts. Each week an expert panel focuses on one type of technology or strategy, explaining its use without the jargon,
Buzz of the Week // Nov. 28 – Dec. 2
Blog PostHello there, kids! Welcome to this week’s edition of Archrival | Dachis Group Presents: Buzz of the Week. This week we get a sad glimpse into the life of a guy who has never had contact with a member of the opposite sex, we revisit the idiocy of a suburbanite’s thug-life, find out what happens