Uber sneaky: The dirty side of the sharing economy

If press reports are to be believed, ridesharing company Uber has been playing a grown-up version of Knock Down Ginger (Ding Dong Ditch to US readers). Lyft, a competitor to Uber, claims that Uber employees have ordered and cancelled more than 5,000 rides since last October. That’s a huge drain on resources, effectively taking drivers…

Don’t blame new technology for the age-old problem of poor parenting

Stuart Dredge has become something of an authority on the role of technology and children. I’ve often followed his recommendations for educational apps and have even had my eight-year old experimenting with coding through apps such as Tynker. Needless to say, I’m very much aligned to Stuart’s mindset; today’s youngsters will grow into a world…

Churn & Customer Value Management in Telecoms

I’ll be speaking this month in Prague, chairing the Churn & Customer Value Management in Telecoms conference. Some great speakers have been lined up (O2 UK, Tele2, 3UK, TTNET, Vodafone etc). I’ll be keeping a live blog / Twitter stream throughout the event. If you are planning to attend, feel free to connect with me…

Why PR’s big-data, geek-laden rhetoric makes me cringe

Dear PR Industry. It’s ok, we get it. Times are changing and PR needs to change too. But, please, for the love of god, stop with the “Future of PR rests with Geeks and Big Data” angle. It smacks of desperation, misunderstanding and a genetic desire to associate yourself with the latest zeitgeist. In your…

“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…