Tammy Erickson describes her banking nightmare. What should be a simple 10-minute transaction turns into a week-long disaster.
This is, all too often, the “corporate way.” We pay lip service to customers, but in fact, we don’t do anything to actually make the customer experience any better.
Customers are not our first priority. Really.
Corporate Fascism: How to Lead a Mob
The Rethuglicans are freaking out.
But what’s depressing is the way in which it’s being orchestrated.
Online, it’s troll-time.
The media has been bought off. The Republicans and the Blue Dogs have been bought off. And the masses are once again being taken for a ride.
What a business model!
Nice job, health care insurance industry.
C’mon Obama, don’t punk us.
When Lies Become the Truth
The sad truth is that 30% of Americans are so out of touch with reality that they won’t see the truth, preferring instead to chant their prepared slogans and lies – prepared for them by those bastions of morality: Rush Limbaugh, FOX News, and the good old GOP.
There is no reasoning with them. They are fascists.
The saddest part is that they are hurting themselves to help the very companies which would deny them care at the drop of a hat.
WATCH: Dying for Dollars
Any questions? This is the business model for the Health Insurance industry. Time to disrupt it – once and for all.
Fake Protests: Teabaggers Unite!
Disgusting.
GOP Gone Wild
What happens when the right-wing runs out of ideas. They turn to stupidity, lies, fear, hate, and hypocrisy – the five cardinal virtues of the Republican right.
The Bureaucrat between the Doctor and the Patient
An example of how the current system of death-care maximizes shareholder value >>
Keith Olbermann: Republicans, Blue Dogs are Prostitutes
I agree.
The Church of The Evil God
Morons.
How are these christians taken seriously by anyone?
They are information terrorists.
Health Care Reform: Shameless Lies
Have they no shame?
No.
The answer is simply, no.
No shame. No conscience. No decency.
Health Care Reform: Is Bill Moyers the Last Journalist?
Nice quote from Dante.
This is what we’re up against. Is this the America we want? Bad news: we already have it. Well done, CIGNA. Thank you, Blue-Dog Dems. And of course, this edition of American Reality is brought to you by the Republican party, or as they call it now, the GOP.
Cartoon: Health Care Reform – What Would Jesus Do?
Funny how the church goes silent when anything important happens… whatever happened to the “least of my brethren”?
Maybe the Pope got bought off by the insurance lobby…
Health Care: Who do you Trust?
Do you trust your doctor or the paper pushers at your insurance company?
Another way to look at the issue: is it bribing or lobbying?
When the Republicans and the blue dog Democrats are both in the pockets of the drug and insurance companies, what do you expect? This is why we have lost our way, and why specifically, we need campaign finance reform.
Here’s some background reading:
– Health Care Realities
– Gang of Sickos: Six US Senators Sell Out Constituents for $11 Million from Health Industry
– How Pharma and Insurance Intend to Kill the Public Option, And What Obama and the Rest of Us Must Do
– Sicko by Michael Moore (watch the whole thing)
– Industry Cash Flowed To Drafters of Reform
– Obamacare Is At War With Itself Over Future Costs
– The cost of no public option
– Crazy Wingnut Healthcare Attacks Exposed
– Nearly 2,000 Americans Seek Treatment in Fairgrounds Barn
– My Car Has Better Insurance Than I Have
– Firefighting in the 1800’s: A Corrupt, Bloated, Private For-Profit Industry
Time to throw these money-lenders out of the temple! Call and write your reps on Capitol Hill – daily! It’s your health, after all.
P.S. – Democrats, dump Baucus, now.
The Rise of Intuitive Intelligence: An Interview with Francis Cholle
Here’s my intuitive intelligence interview with Francis Cholle at Emory Marketing Institute >>
Cholle’s main point is that businesses have lost track of how to manage holistically. They are too focused on counting beans to create sustainable business value.
He’s not saying analytics are useless. He’s just saying that Mark Hurd at HP isn’t going to come up with the products HP needs for the future by using analytical processes (that’s not in the published interview – but we did discuss it!).
Read the interview here>>
Silk Soy Milk Loses its Way: Adventures in Corporate Unsustainability
My family has been a customer of Silk Soy for well over seven years. As of today, we quit. Why? Two reasons:
1) the soy beans aren’t organic anymore
2) they’re from China
Anyone who trusts food from China is being foolish. Remember this? Not to mention the carbon costs of transporting food all that way…
Read all about how Dean Foods destroyed its brand and beat up on American organic farmers at the same time. I thought about writing them or calling them, but it’s less work to just switch. They’re obviously not going to listen to their customers anyway.
Just another example of the short-term, unsustainable mindset of the multinational company.
Jack and Suzy Welch’s Reality Advertising
Jack and Suzy Welch star in a Microsoft-sponsored, web-based, business reality show. The site is here, but it’s too cluttered (I think they were trying to be cool).
I do think this is a great advertising campaign, if the branding fools don’t destroy it (by placing too many Microsoft (yawn) pitches in the margins, for example).
Watch the first show below. Jack jumps in and “surfaces” a few issues at Connect by Hertz – a new car-sharing venture. In a way, the fact that Jack pulls these issues out in 5 minutes sorta tells us how out of it Hertz is.
Part 1:
Part 2:
Part 3:
After watching this I get the feeling they don’t understand VG’s Box1-2-3 strategy for innovation. In fact, they are most likely going to fail. After 30 days, the CEO has still NOT created a global business unit for Griff. Not good. No follow through on commitments.
One more thing. Why doesn’t Microsoft bring Jack and Suzy into Microsoft for a few days? They could wake the sleepyheads real fast. Stop one: The Automotive group!
Also, I’d like to see Obama send Jack and Suzy into GM for six weeks. That would sure be a reality show worth watching.
BTW: A quick ecosystem analysis shows that Zipcar is beating them hands down. Rankings: almost 600,000 for Connect by Hertz and 22,000 by Zipcar.
John Hagel on “The Big Shift”
ROI for Democracy: The Value of Twitter
What’s the business value of democracy?
Finally, the real value of Twitter revealed>>
“We’ve been struck by the amount of video and eyewitness testimony,” said Jon Williams, the BBC world news editor. “The days when regimes can control the flow of information are over.”
Health Care Scare Tactics
Nicholas Kristof‘s article on the difference between health care in the US and health care in Canada is a must read for everyone.
And it’s good to know that the AMA is a crooked organization as well. What did you expect? Medicine is a for-profit business. Anything else is socialism… right?
Searching for Godot: Google, Bing and Wolfram Alpha
Congratulations, Microsoft.
Bing is better than Google. There, I said it.
Type in “Godot” and see what I mean.
Wolfram Alpha, on the other hand, is a disaster. The less said, the better.
I can’t give up on Google, so for now, my new search engine is GooBing!
Intel and Wind River: Shaping Strategy for the Future of the Consumer Experience
The acquisition of Wind River by Intel should not come as a surprise for anyone who has been paying attention to the rapid evolution of the online experience. We know for example that the future of electronics is collaboration, sharing, and access – anytime, anywhere, on any device..
Companies that build a vision around the future and then work to make that future a reality using their business ecosystems will win the next round of competition after we emerge from the recession. Intel’s shaping strategy, as my friend John Hagel would call it, is nothing short of brilliant.
Let’s see why.
In the automobile “infotainment” world, Intel has been quietly working with Wind River and BMW (and others) to build a shared platform for devices based on open source standards. The ecosystem partners comprise the Genivi Alliance and are in competition with another, smaller ecosystem of partners driven by Microsoft. The difference is that Microsoft’s infotainment stack is not open. Ford’s Sync and Fiat’s Blue & Me products are based on this competing platform. (How long before they switch?)
The ultimate irony – both platforms are built on Intel. And in this case, Intel knows something that Microsoft doesn’t – that open systems are the future.
The Wind River platform is not limited to automobiles. They’re doing the same across a variety of marketspaces, like the Open Handset Alliance Android – another open source platform.
The Wind River acquisition also helps include “Intel Inside” on all the devices which cloud computing will bring. Intel is making sure that the Telcos, IT hosting providers, hardware and software vendors – everyone gets to use Intel as the foundation of their future business.
Shaping Strategy 101: Intel gets it.
Virtual Warfare: China Leads the US
“When the US Department of Defense is the target of no fewer than 128 information infrastructure attacks per minute from China, and we discover that while DoD is almost universally using off-the-shelf Microsoft Windows systems while China is engaged in working toward 100% military deployment of security hardened FreeBSD, it becomes clear that there’s definitely something wrong with US information security policy.”
Whoa!
Burger King: “Global Warming is Baloney”
Business stupidity is always a sign of something else more worrisome. Several Burger King franchises in Tennessee have been displaying “Global Warming is Baloney” signs outside their restaurants.
Now that they’ve decided to speak their minds, how about we speak ours with signs like these:
– “Try our Massive-Coronary-Failure Burger – Buy 1 get 2 Free”
– “No Mad Cows Allowed on Premises”
– “Our Burgers are E-Coli free, or Your Money Back”
– “Our Rats are Sanitized for Your Protection”
– “Our Employees Wash Their Hands after Using the Restroom”
See what I’m getting at?
The franchises are all owned by a company called the Mirabile Investment Corporation (MIC) that owns more than 40 Burger Kings across Tennessee, Arkansas and Mississippi.
Nice going, guys. What next? A “whites-only” sign?
Burger King should yank their licenses. I’m sure they can get some other, more responsible, business owners to take over.
John McEnroe: Give Tennis a Chance
The political machinations you find in national sports authorities, whether it’s US Track and Field (remember when they denied Carl Lewis a chance for his tenth gold in the relay?) or the USTA – which is hemming and hawing over letting John McEnroe set up a Tennis Academy in New York – are always horrible to watch, and even worse to experience.
It’s always gratifying to see people who never played the game at the highest level make big money off the game and mess it over at the same time.
Think Sepp Blatter’s FIFA and Samaranch’s IOC.
Disasters all around.
So who do we have to bribe to get John McEnroe a shot at giving back to the US tennis community?
Like McEnroe or not, you have to agree he always, always, showed up for the Davis Cup. I remember watching the great Arthur Ashe talk about McEnroe’s dedication to the red, white and blue. Let’s give him a chance, you guys in the USTA administration. There really isn’t anything to lose at this point. Think about it. Who do you want? McEnroe or FEMA’s Brownie?
George Lakoff: Empathy, Sotomayor, and Democracy
The attack on empathy is an attack on progressive thinking >>
Israel Doesn’t Want Peace…
By building settlements on private Palestinian property, the Israeli government are creating conditions against their long-term interests.
Friends don’t let friends drive drunk. That’s precisely what President Obama is doing – showing Israel some tough love. Netanyahu knows better, and yet the drunken folly continues.
What are they thinking? What is Israel waiting for? Sanctions?
Customer-Driven Innovation: Interview with Gaurav Bhalla
Here’s my “Customer-Driven Innovation interview” with Gaurav Bhalla for the Emory Marketing Institute.
According to Bhalla, the key building blocks of value co-creation are:
Listening: learning about consumers’ experiences; their angst, frustrations, desires, and aspirations
Sustaining value co-creation conversations: meaningful conversations that yield the raw material for co-creation
Experimenting and rapid prototyping: to manage risk, improvise, and enable speedy value co-creation
Execution: only when co-created value is delivered can the next round of value co-creation be initiated
Read all about it >>
The Heretical Views of Freeman Dyson
Global warming greatly exaggerated?
What’s wrong with Freeman Dyson?
Maybe the climate models he’s criticizing are off – but perhaps he hasn’t seen the pine beetle destruction across North America – all the way from British Columbia to New Mexico. Perhaps he hasn’t seen the dry, hot weather across California. Perhaps he hasn’t seen the melting Glaciers in Glacier National Park. Perhaps he hasn’t seen the mild winters in the Rockies. Perhaps he hasn’t gotten out of his air-conditioned office…
This is what happens when you get too smart. I agree with his principal point – that PhDs are, for the most part, a bunch of nerds who are too busy examining parts of the elephant to see the animal itself. I even agree that we are not spending enough time working on poverty, infectious diseases, public education and public health. But to say that global warming is somehow less important misses the entire point. Of course they are all related. Of course we have to become radically more serious about sustainable development. But too say something this absurd? Really.
Here’s where I do find myself agreeing with him:
I say the United States has less than a century left of its turn as top nation. Since the modern nation-state was invented, about the year 1500, a succession of countries have taken turns as top nation. First it was Spain, then France, then and Britain, than America. Each term lasted about 150 years. Ours began in 1920 so it should end about 2070.
I agree with his analysis as well:
The reason why each top nation’s term comes to an end is that the top nation becomes overextended militarily, economically and politically. Greater and greater efforts are required to maintain the number one position. Finally, the overextension becomes so extreme that the whole structure collapses. Already we can see in the American posture today some clear symptoms of overextension.
But here’s where he’s missed the boat: the two are connected. If the United States decides to re-invent itself as a sustainable economy, it will lead for another 200 years, period. That is what Obama and Gore have figured out already, but somehow, this smart heretic has not connected the dots.
Byron Katie: Challenging Your Assumptions
The Work of Byron Katie can be used as a tool to challenge business assumptions.
Here, on Byron Katie’s blog we find the following business inquiry: “Having More Customers Means Having More Profits” in which a biz-dev manager starts questioning his team’s belief that “more customers equals more profit.”
The process is described as business inquiry.
Here are the manager’s conclusions:
“Having fewer customers means having more profit.”
“One, we could focus on the customers that have the strongest cash positions, the ones who are most likely to weather the recession.
“Two, we could stop wasting time on difficult customers, the ones that keep changing their orders. They’re very high maintenance, but we keep them because we think we need them to meet our numbers.
“And three, we could stop serving customers that don’t pay in a timely manner, the ones with poor payment history.”
More at Byron Katie’s blog >>
Swine Flu Updates: How Twitter Makes a Difference (UPDATED)
UPDATED: HealthMap from Google.org and the CDC >>
I have to say I’m not impressed by the swine-flu coverage in the traditional media.
What’s interesting is that one company – Veratect – has done a better job of identifying, elevating, and monitoring this crisis.
Their swine-flu Twitter feed is here. Judge for yourself. >>
Other good sources include the CDC and Google News, and the Flu Wiki…
Photos here >>
Background: the politics of health >>
Will Hunger Disrupt Civilization?
The biggest threat to global stability is the potential for food crises in poor countries to cause government collapse.
Read all about it in Scientific American >>
Knowledge Kinetics: Customer Value Innovation
Gaurav Bhalla‘s latest company Knowledge Kinetics is all about getting your customers involved in value creation.
Their “Listen, Engage, Respond” solution methodology shows you how to transform your marketing (and your company).
And don’t forget to check out Gaurav Bhalla’s blog.
Backlash: How Early Adopters React When the Mass Market Embraces a New Brand
David Reibstein‘s theory holds true online as well. Let’s look at an example of how this works with online communities, knowledge – based communities in particular. Let’s say we build an online community around a specific topic. When the site starts up, we attract the early adopters – some of them thought leaders in their fields. The posts, articles, and debates are generally led by a handful of these thinkers, and they attract a following. The newbies, as they engage with the community start off by learning, asking questions, sometimes just lurking. The quality of these early debates is typically high and participation intense and invigorating.
So what happens when the community suddenly experiences growth – massive numbers of the hoi-pollloi descend on the site and suddenly the quality of discussions takes on a Twitter-like feel – stupid and stupider. The old school rebels, first through silence, and second by disengaging. This takeover by the wisdom of the masses can be avoided, through ruthless editorial direction and skilled moderators. And every once in while, the new participants challenge assumptions that deserve to be challenged, and are given their space in the sun.
So how do we manage this growth and stay true to the community’s intent?
Three options come to my mind:
1) Manage membership – simply keep the community at growing in a measured way – firing the “bottom” 10% each year, and bringing in a fresh crop of participants at 20%… This is the surest way to sustainable growth.
2) Create a merit-based aristocacy – with tiered membership based on the value of the participant’s contributions.
3) Create a feeder community which is built for the masses and an elite community for the thought leaders and their followers. Moderate the interaction between these groups with the possibility of upward migration based on peer-based invitations.
You’ll notice I am not advocating open communities where everyone has an equal voice. That’s because I’m not talking about social communities, but communities of practice where respect is reserved for the competent.
Axel Springer: Thriving in a Dying Industry – Newspapers!
While newspapers and print outfits are losing their shirts all around us, the German company Axel Springer recently reported its “highest net income since the company was founded” 62 years ago.
How is this possible?
What are they doing that our friends at the NY Times aren’t?
From the NYTimes:
Axel Springer generates 14 percent of its revenue online, more than most American newspapers, even though the markets in which it operates — primarily Germany and Eastern Europe — are less digitally developed than the United States.
One reason, Mr. Döpfner said, is that Axel Springer has dared to compete with itself. Instead of trying to protect existing publications, it acquired or created new ones, some of which distribute the same content to different audiences.
At one newsroom in Berlin, for example, journalists produce content for six publications: the national newspaper Die Welt, its Sunday edition and a tabloid version aimed at younger readers; a local paper called Berliner Morgenpost, and two Web sites.
Though advertising has slumped in Germany, Axel Springer has been able to offset the shortfall by raising the price of publications like Bild, which sells more than three million copies. Now Axel Springer is looking for “undervalued assets” to buy.
Mr. Döpfner said the company would even have a look in the United States “if a meaningful position arises in a significant market.”
OK. So what are newspapers in this country going to do? Stay tuned.
Obama Restoring Brand America
Visit msnbc.com for Breaking News, World News, and News about the Economy
The End of Mexico?
This isn’t funny at all.
And once Mexico falls, we’re next.
The Economist: April Fools in Econoland
How to Use YouTube for Market Research
Have you ever used YouTube‘s “Insights: Statistics and Data” feature?
It’s a remarkable tool for effective market research in real time.
Let me walk you through how I use it to:
– test new product ideas
– learn what customers like right now
– deduce where events should be held
– learn exactly which portion of a video clip grabs audience attention
– see which topics get customers engaged and why
– learn the exact demographic profile for each product
The first thing to do is create a separate video for each product or idea you are interested in selling. If you’re selling an information product – like a video or an audio, simply use a short excerpt. Keep it under five minutes. Three minutes is optimal. Upload your clips, make them visible to the public, and watch the fun begin.
In a few days or when you get to over a thousand views, it’s time to check your YouTube Insights.
Here’s what YouTube gives you:
This summary of your results:
(1) Tells you how many views your videos are getting. This will tell you if you’re getting any attention at all.
(2) Shows you which video is getting the most attention. Now you know what your prospects like – and the margin between what’s getting attention and what’s not.
(3) Expose your real demographics. Not too fancy, but you get to see the age range your product resonates with. Every now and then I’m surprised.
(4) Identifies the regions where you are getting traction. Again, results do vary by geographic location, so you can decide if you want to spend some money to gain exposure in a particular country or state, for that matter, or if you want to focus on your natural geography – the places in which you’re getting organic attention.
Now let’s go further:
(1) View your traffic over time – days, months, a year.
(2) Sort video popularity by region – again, a handy guide to what the reaction is to your message… country by country.
(3) Details on which videos are winners and which are not. Based on this you can decide which product merits backing, and which ones need more work.
(1), (2) and (3) Which videos are getting the most traffic and from where…
(1), (2) and (3) Which countries (or states) are most receptive to your work!
(1) gives you the age breakdown for your products. Is it senior women or adolescent boys?
(1), (2) and (3) tell you which products get the most response from your prospects – positive or negative. Let’s you know early on if you need to go back to the drawing board. A quick measure of engagement.
Probably the most powerful piece of information, this tells you the level of attention – the peaks and valleys – for your work. Use it to optimize your messaging. Now you too can be a Frank Luntz (just don’t go over to the dark side).
All of this information costs nothing. And from my experience, the quality of results can’t be matched easily, not even by expensive focus groups!
The Tata Nano: The Rise of Ascetic Engineering
Is Ratan Tata the re-incarnation of Henry Ford?
Suddenly, innovation takes a front seat in the automotive world. And it happens to be led by an Indian engineering sensibility: frugal enough to do the job. This is the type of value-engineering that shifts the mindset of an entire industry:
13 iPod Nanos = 1 Tata Nano. Which Nano do you want?
Congratulations, Ratan Tata and the Tata Motors team of engineers. Brilliant!