Listen Louder

27Aug 2014

Reply to Sport Rider magazine editorial ““Super Sport Motorcycle Sales Still Flat” by Ken Kunitsugu, in the Wheelspin section of August 2014 issue. In the August issue of Sport Rider magazine, editor Ken Kunitsugu’s laments the market dynamics that have pulled the rug out from under the party. He itemizes the major body blows inflicted […]

Share on FacebookTweet about this on TwitterShare on Google+Share on LinkedIn

23Apr 2014

Recently the website hosting company I use experienced a prolonged service outage. What ensued for thousands of customers like me illustrates the difference between brand promise and brand equity. My previously positive perceptions of value met a fundamental gap with my experiences during the downtime. The brand’s repute is now seriously, publicly, irreparably damaged. My […]

Share on FacebookTweet about this on TwitterShare on Google+Share on LinkedIn

19Feb 2014

“Open the pod bay door, Hal.” “I’m sorry, Dave. I’m afraid I can’t do that.” – 2001: a Space Odyssey When astronaut Dave Bowman asked the Hal 9000 to open the door, he didn’t get the answer he wanted—but at least he got a response. In today’s business climate, agility and speed are critical. Your […]

Share on FacebookTweet about this on TwitterShare on Google+Share on LinkedIn

21Jan 2014

Have you ever attended a gathering or an event, where an individual is constantly talking about themselves?!? Every subject, every conversation, every topic of group discussion somehow becomes about them, their adventures, their accomplishments, their success, their results? They somehow get into this “one upmanship” where their experience is better, they’ve gone further, done more, […]

Share on FacebookTweet about this on TwitterShare on Google+Share on LinkedIn

09May 2012

I believe the 2012 version of that “Kodak Moment” are “Tweetable Moments.” Given the real-time nature of microblogging, customer experiences – good, bad, or ugly – are all fair game. And those who tweet their experiences don’t just tell a few friends; now they tell 1,000 friends and their friends’ networks, or more! Their raw comments are often passionate, unfiltered, and real-time.