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Maybe Your Customers Don’t Want A Relationship With You

"Customer Effort Score" is a better indicator of likelihood to make additional purchases than either Net Promotor Score or Customer Satisfaction. Much oxygen is wasted inside advertising agencies in...

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Clay Shirky’s Cognitive Surplus That Isn’t There

It seems to me far from right that Clay Shirky should write a book about the internet without first having spent a few minutes surfing it. In Cognitive Surplus: Creativity and Generosity in a Connected...

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Ten Charmingly Mean-Spirited Quotes on Statistics and Data

Within advertising agencies on five continents, statisticians and data jockeys have made significant progress in their attempts to swathe themselves in the garments of infallibility. Even so, anything...

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The Committee to Eradicate Banner Ads from the Face of the Earth

Former colleague Stephen Strong and I are co-chairmen of the committee to eradicate banner ads from the face of the earth. He recently forwarded me a couple of items that made me despise the little...

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Social Media and the Failure of Conspicuous Compassion

With disconcerting frequency “friends” in the social media space pepper me with suggestions that I post a pre-fabricated phrase in my Facebook status update or change my profile picture to a certain...

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Stop saying “laundry list” in meetings if you want to avoid being strangled...

When did people start saying “laundry list” when they simply mean “list”? Of the thousands of times I have heard this phrase uttered in the corridors of corporate America, I cannot think of one example...

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The Moral Dilemma of (RED): What To Do When You Know Your Donations Are Being...

The Associated Press is reporting that as much as two-thirds of some of the grants given out by the Global Fund to Fight AIDS, Tuberculosis and Malaria–the charity supported in part by Bono’s...

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Unpacking The Horrific Math of Facebook Advertising

Adweek is reporting on a study by Webtrends that shows that the performance of advertising on Facebook, which was astonishingly bad in 2009, has gotten worse in 2010. The average click-through rate has...

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Marketing Lessons from Live-Tweeting “The Americans”

During a commercial break in the FX series The Americans last night, I sent a tweet that summed up my divergent opinions on the program: In fewer than 140 characters, I had been both kind and unkind...

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The Apple iPhone and the elusive image of branded love

Last week as I watched one news report after another showing hundreds of people lined up outside Apple stores across America, all of whom hoped – or perhaps it would be more accurate to say needed – to...

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