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Social Media doesn’t cause problems or make something great. It simple magnifies what is already there. Sometimes I still run into marketing or brand managers that believe social media causes all sorts of problems. It causes customer service problems. It causes branding problems because you lose control of the message. It does…it does… it does… The…
Be purpose minded not process minded. That statement will help you immensely. I work with companies sometimes that are focused on the process. Which isn’t horrible unless you focus only on the process. How do we find customers and get them to do something? What constraints can we eliminate to be more productive? These are all decent…
“It was nothing.” The three words we should never say. This week I was working through a customer experience where I was on the customer end. Oddly enough, I had a snake in my house. You mean on your property in the yard. NO. I mean in my kitchen. Imagine, coming downstairs for some breakfast,…
It is time for another round of movie lessons. This week I will draw from Ocean’s Eleven. There are many things to learn from this movie about putting together the right team (which I may come back to later), but I wanted to focus on listening. I love the scene when Rusty (Brad Pitt) is…
The other day I was in a clothing store, whose name I will keep anonymous (hint: named after Monica Geller’s brother). I needed to pick up some socks, of all things, and was in a little bit of a hurry. I stood in line for over ten minutes behind ONE other person as the clerk…
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David Horne is co-founder of a marketing solutions company. He works with organizations to build high-touch businesses in a high-tech world.
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