Serving and understanding customers, acquiring and retaining them is more difficult than ever. And yet we then build systems and employ people who do not make that any easier..
According to Sainsburys 70% of consumers at 4.00pm in the afternoon – do not even know what they are going to eat that evening. Strange isn’t it? Last week I was lucky enough to attend a great session at Henley Management School where Prof. Moira Clark outlined some of the latest thinking on customer management. Serving and understanding them is more difficult than ever – and yet marketers then build systems and employ people who do not make that task any easier…
Continue reading “Human Beings Make Such Difficult Customers.”
Conundrum. ‘A paradoxical, insoluble, or difficult problem; a dilemma’. It was announced last week that Twitter had attracted a further $100m of investment seeing its valuation rise to more than $1B – and all whilst employing 75 people and with hardly any revenue generation (apart from a brilliant plan of selling more equity and JV funding). Having spent 20 years working in media and agencies, selling and buying ideas, campaigns and future plans – this poses me a conundrum. Every media and marketing professional I know understands value, profitability, ROI – as well as brand, innovation and first mover advantage. An ad campaign is not great because it gets fans and plaudits – its great when it achieves marketing results that the advertiser wanted. A media platform is not fabulous when it gets free readers and users – its fabulous when it attracts advertisers or subscribers to help pay for the media platform. As Picasso said ‘ the greatest compliment anyone can make me is to pay me for my work’. Continue reading “My Twitter Conundrum.”