Many marketers spend time with their CRM systems. Expensive cloud-based tools that automate Customer Relationship Management. Maybe customers don’t want to be managed. They probably don’t. It might be more useful to think of our most important work as customer relationship leadership. CRL is voluntary. It’s done with...

The intentional, noticed choices are obvious. “Vanilla or chocolate?” But most of the choices we live with are unseen. They’re expensive, challenging and invisible. When we plan an event with an outdoor component, we’re choosing to be anxious about the weather in the week leading up to the big day. When we buy something...

For the last thirty years, the easiest shortcut has been convenience. If a marketer or a politician or an institution wants to gain acceptance, make it convenient. Tim Wu has pointed out that we’ll trade almost anything to save a few moments of hassle or thought. But that doesn’t mean we’ve been spending our time and money on comfort....

Not what we see when we’re present, but what do we see when we imagine we’re present? In the early days of photography, the world was black and white, and sort of flat. It’s worth noting that no one who saw these pictures complained about the fact that they didn’t exactly match what the world was like… it was normal. Color changed our...

Life can be irritating. And sometimes, we can make a choice. The thing that’s vexing you: is it a situation or a problem? Problems have solutions. If we care enough, we can find a way to solve a problem, but it might cost more money, require more effort or involve more risk than we’d prefer. If we’re ready to ease some...

More than two-thirds of the companies surveyed said that they used NPS methodology with their customers. Some are using it to measure employee satisfaction as well. The P stands for ‘promoter’, but of course, it doesn’t actually measure promotion. If that many of your customers are actually promoting and recommending your business...