Everyone wants to be connected

Remember the story about Plato’s cave? Here’s a refresher. One group of people lives in a cave only sees shadows; the philosopher who escapes can see things for what they are. That’s somewhat how it feels when making conclusions about B2B marketing without the right stats. You simply have no ground to stand on, no…

Deciding to fix a big dent in a car isn’t perplexing. It’s an easy choice. There’s a huge dent, get it fixed. It’s the little dents that are a dilemma. But not fixing little dents means that pretty soon, we’re driving a car that we’re not happy with. Either that, or we define happiness as,…

It’s surprisingly easy to be generous and find solutions to our friend’s problems. Much easier than it is to do it for ourselves. Why? There are two useful reasons, I think. FIRST, because we’re unaware of all the real and imaginary boundaries our friends have set up. If it were easy to solve the problem,…

In this Whiteboard Friday, Tom takes us through the top SERP features of 2024 by both presence and Share of Voice. Post Views: 78

In hospitality and customer service, perfect is elusive. Someone is going to miss a shift, have a bad day, or fail to understand a situation. But there’s a second kind of error, the one that’s far more common. When management makes bad choices, or underinvests in systems, training and people, it’s not really an error….

The first group cares about the policy. They benefit from it. They’ve organized themselves around it. The second group cares about stability. They have limited bandwidth, and they’re not particularly interested in reconsidering everything, all the time. The third group doesn’t care that much. And the fourth group is harmed by the policy, either directly…