“Microsoft tech-support virus scam”

One downside to home-working (I’m in my home office three days a week), is that you realise just how often your home phone rings during the day. I try to ignore it, knowing that it’s very likely to be a cold caller, but there’s always a concern it’s actually important; perhaps the kids’ school, a…

Customer Journey Mapping

Customer Journey Mapping has become an important exercise for mobile operators looking to improve the customer experience. Here are some best practice guidelines for anyone thinking of running a journey mapping project. The customer journey (how your customer progress through your business from acquisition and beyond) is typically “owned” by several functional groups within a…

Amazon can be a real tease

Amazon can be a right tease sometimes. I signed up for a free 30-day Prime membership over Christmas and decided to keep it. Free next day delivery (I concluded) was absolutely worth paying for so long as I used Amazon for more of my shopping. However, it can be rather a tease. Have a look…

2014 non-trends: 3D printing

Marketing Week’s “Marketing Trends for 2014” includes an entry for 3D printing becoming mainstream and gaining wider adoption within marketing campaigns as brands begin “using it at scale”. Let me be the first of the year to call B.S on that one. I cannot conceive of any scalable marketing campaign that could be executed more…

When content integrity fails at the hand of SEO

I’ve always been rather uneasy about the relationship between SEO practices and journalistic integrity. Given the importance of both, they remain rather uncomfortable bed-fellows. I’ve seen it happen too many times; an author hands over the promotion of a carefully crafted and researched piece of content to the web team and suddenly the headline and…

Retailer tactics to make online price comparisons harder

Maybe it’s slightly conspiritorial of me, but it appears that in an attempt to make online price comparison as difficult as possible some online electrical retailers are using web/java script to disable the “highlight / copy” function on parts of their website. I’m sure I’m not the only one who has browsed through a retailer’s…

Marketing: Repaving the Yellow Brick Road

Technology and telecommunications companies have, for too long, relied on three increasingly obsolete business principles. That population expansion will ensure their growth, that R&D investment will protect their futures and that creating uniqueness in their offers will insulate them from competitive forces. However, this apparent [yellow brick] road to success has resulted in some high…

What Storm St. Jude tells us about the state of news coverage

According to the office, we don’t name storms in the UK. So the minute news broadcasters started calling this week’s storm St. Jude, you knew the hyperbole machine was in top gear. Of course there were some tragedies as a result of high winds, and I’m not belittling the storm (which hit Denmark and Germany…

“Disruptive”. Investor-pleasing rhetoric with little substance?

In an interview with the Financial Times this week, HTC CEO Peter Chou talked of the company launching a tablet in the near future. He stated that the product would be disruptive. Disruptive. What a nebulous statement that has become. I’m sure it resonates well among the investment community keen to see HTC’s fortunes reenergized,…

Hiding behind NPS because “It sounds about right”…

After two days at [another] customer experience conference I’m getting increasingly disillusioned and disappointed in the telcoms industry that I love. At least 50% of presentations from mobile operators and vendors focused almost exclusively on Net Promoter Score (NPS). This 10 year old measurement technique has become a crutch for the industry; if your NPS is better than your…

Ebay, I’m losing trust – step up and protect your sellers

I’ve been on something of an ebay [selling] rampage over the last few months. I’ve probably sold in excess of 30 items since the start of the year and so far I’ve not had a single bad experience with my buyers. Until now. It’s not a bad success rate I admit, but it calls into…

Knock, knock, knocking on Nokia’s door

For & Against My views [on behalf of my employer] regarding the Microsoft acquisition of Nokia Devices & Services. Published in Global Telecoms Business by the rather great @alanburkittgray Spoiler alert…the other guy is wrong                     Click to access 130930-global-telecoms-business.pdf