Are you really listening to your customers?

Are you really listening to your customers?

screenshot_26There is a problem in the disconnect between the metric and business performance.  It’s often a loss of confidence among frontline workers when the metrics don’t seem to explain big swings in customer satisfaction. Further, in some companies, there is confusion about whether transactional or relational measures matter more, and, in others, a simple lack of results from too much focus on one top-line metric. Continue reading “Are you really listening to your customers?”

Has facebook peaked?

Has facebook peaked?

3-mediaadvertisingThere is no doubt that users spend a lot of time on Facebook, especially compared to other social media sites, but there seems to be some ripples with the number one social media site.   In the past few months, Facebook has quietly shifted into crisis mode. According to The Information, “original broadcast sharing”–i.e., posts consisting of users’ own words and images–fell 21 percent from 2014 to 2015, contributing to a 5.5 percent decrease in total sharing. Continue reading “Has facebook peaked?”

Do consumers really want to talk with bots?

Do consumers really want to talk with bots?

09well_dog-superJumboFacebook said it is working with more than two dozen companies on a new initiative aimed at turning its Messenger app into a hub for shopping, news and entertainment. But while Facebook tries to lure brands back to the site, perhaps they should ask consumers is they really want to talk to a bot as opposed to a real person? Continue reading “Do consumers really want to talk with bots?”

Most troubling aspects of Hubspot

cat5I finished reading Disrupted by Dan Lyons and while most reviews are about the experience of a fifty something joining twenty somethings at a startup there is a lot more going on there including bad manager’s, bad management, childish behavior and petty passive aggressive behavior.  This book is very troubling in so many ways and it should be a wakeup call for a LOT of people. Continue reading “Most troubling aspects of Hubspot”

Disrupt startup business models

41zCZTppcAL._SX326_BO1,204,203,200_“Disrupted” is a satirical look at what goes inside companies when the focus is revenue growth, not profits, where the deck is stacked to make the founders rich and the investors richer. Younger employees are paid less and often burn out and while Hubspot promotes its inbound marketing automation it uses cold calling as a way to find new customers. Continue reading “Disrupt startup business models”

Consumers to brands: Stop irrelevant ads!

Unknown96% of consumers acknowledge having received mistargeted promotional information and 94% have taken steps to break off communication, including automatically deleting emails, unsubscribing from lists and never visiting the site again.  In short, consumers don’t like offers they consider irrelevant to their interests and needs. Continue reading “Consumers to brands: Stop irrelevant ads!”

Hubspot: The ultimate con game?

41zCZTppcAL._SX326_BO1,204,203,200_I have spent a lot of time with clients “cleaning up the mess” left by Hubspot.  I’m not a big fan of them an now comes a book from a former employee, Dan Lyons, called “Disrupted: My Misadventure in the Start-Up Bubble” that talks about working at Hubspot and marketers should be aware that some bogus startups can and will drain their budgets with little results. Continue reading “Hubspot: The ultimate con game?”