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Stephen White October 11 2018
... service providers. Footnote - this blog was partially inspired by Hank Barnes series of posts which commenced with Things I’d Like to See Go Away – The Logo Slide   ...

Hank Barnes June 19 2018
... starts like this: "Hi Hank, It's great to talk to you again.   After reading your LinkedIn Profile, I realized that you might be in the market for Web design services" But the reality is the sender has never spoken to me and they never even look at my profile (if they had, they'd see my message to marketers ...

Hank Barnes July 24 2018
... customer confusion on the topic.    If you aren't doing that, don't call yourself a CX system. I hope to never again hear examples like, "We can make it much for efficient for you to touch all your customers multiple times, across multiple channels." as delivering a great experience.  Unless those touches ...

Hank Barnes April 24 2018
... I started this series of  things that need to go away with the logo slide (albeit with that one still having utility in certain cases.  Next on the target is the "differentiators list."   This one needs to go away forever.   It takes many forms: A slide in a presentation A collection of ...

Hank Barnes August 07 2018
... someone is able to find the unsubscribe button buried in the fine print (don't believe me, go looking), you can be pretty confident they want to unsubscribe.  In many cases, they probably never wanted to be on the list in the first place--getting tricked or forced to opt-out when ordering (and see this article ...

Hank Barnes April 10 2018
... I'm going to start a new set of blog posts focused on things that I would like to see disappear--or at least disappear in certain contexts.   I'm not sure how long this series will go, but I've got a few ideas and welcome suggestions from readers. First on the list - The Logo Slide (as a core ...

Hank Barnes June 05 2018
... preparation.   So, they make claims to seem like they care and understand or to try to appear different than they actually are. If you turn it around from the customer perspective, it's easy to see that the immediate impact is to start to question every claim--there is no reason to believe when the foundation ...

Hank Barnes October 16 2018
... interesting time in the world to be talking about trust.  Many of our institutions and values feel like they have been compromised.  There are lots of reasons not to trust.  But starting from a position of distrust makes things a lot harder. Rather than get political, I want to talk about trust between vendors ...

Hank Barnes May 22 2018
... the vast majority of these are incomplete.  And that is why I would like them to go away. Try for yourself, search for ROI or TCO calculator.  Find one on a vendor site.   Look at the range of inputs.   Most of the ROI versions I see only talk about what the potential returns are--they rarely if ever ...

Hank Barnes May 08 2018
... ongoing list of things I'd like to see go away.  This one is not about marketing or sales, it's about customer service and customer experience. Let me start with a personal story.   I've started drinking tea instead of soda.  It's time to do a little more to get healthy and behave like an adult.    For ...

Hank Barnes October 12 2021
... on how to change. As I was thinking about where I would go with this, I went looking through my old posts.  Man, I have a lot of peeves: I did a whole series of posts on "Things I'd like to see go away" a while back I've talked about the scale excuse --the way of avoiding trying new things for fear ...

Lydia Leong September 22 2022
... secure in the cloud" and "We're not going to get locked into our vendors". Some of these things are platitudes. Obviously, no one ever shows up with, "We will be careless and irresponsible in the cloud" or "Our implementations will be the shoddiest we can get away with" or "We'll cheerfully waste money ...

Kassi Socha September 21 2022
... hosting friends over for dinner, I used to hide the fact that I bought generic or store brand versions of my favorite brands. I bought glass decanters to pour Kirkland Signature liquor into and recycled away the bottles before anyone could see them. Similarly, I’d pour generic brand hand soap into previously ...

Andrew White March 31 2023
... the one - it goes something like data discovery, data collection, data clean up, modeling, testing, output, tune etc. After the demo I asked both, "well, that's the analytics pipeline of old - where is the decision I am taking?"  After a short, puzzled look, I added, "Is there a way to visualize the ...

Derry Finkeldey September 12 2022
... Value Scenario to drill down on this. The closer you get to the core of the business, the better you need to understand the core of the business - which in a nutshell means an industry go-to-market. If you're a Gartner client, I'd recommend taking a look at our Vertical strategy framework to determine if ...

Hank Barnes June 06 2023
... Conference is less than 2 weeks away.   One of my tasks at the conference if to both introduce and then have a chat with our guest keynote speaker, Maria Konnikova.  In prepping for that, I've been reading her books and thinking about the things we can discuss relative to decision-making in two contexts ...

Tim Payne January 31 2023
... everyone? I don’t think so. It’s a bit like our maturity models and the level of maturity a company desires. Some companies will value antifragility, others won’t. It depends in large part on their competitive environments. Can a company go straight from fragile to antifragile? Again, I don’t think so. ...

Bart Willemsen May 12 2023
... digital transformation of society, I feel like all the compromises we made in the past, all lessons we could (and should) learn over those years, all that retrospectively could have been prevented, are not to be repeated. Sure, we can -and will- make new mistakes. I'd just hate seeing the old ones repeated ...

Christopher Sladdin December 13 2022
... be positioned as an extra to issue resolution. While the technology manufacturer’s service representative recognized this by asking “would you like me to inform you about some entertaining [product] features”, they then ignored the customer’s answer. If a customer says “I’d love that, but can we resume ...

Bart Willemsen September 02 2022
... have many things to catch up on. One thing that data protection legislation has given us over the past few years, is increased scrutiny on 'the company you keep'. Who to surround yourself with. Who to accept and embrace within your social and professional circles, and sometimes, whom to shy away from. Unethical ...