Customer Relations

Crystal Ball: Best Buy – Going out of Business (Revised)

Posted by on September 19, 2012 at 1:25 pm

Best Buy has had its lunch handed to them by Amazon and poor management. Best Buy sells commodity and low margin products. Consumers go to Best Buy stores to see the products, take a test ride and then buy the products from other retailers. As has been reported, Best Buy has too many stores and, [...]

The Ideal Corporation

Posted by on August 15, 2012 at 1:35 pm

What should we expect from a corporation? This question has been asked many times and answered many times and the answers differ depending upon whom you ask and when you ask and what your motives seem to be in asking. Even among corporate executives, however, there is a wide variety of answers.  People, even people [...]

Trust Deficit $4 Trillion and Counting

Posted by on July 30, 2012 at 10:00 am

The trust deficit over the past three fiscal years through September 2011 totaled 4 trillion dollars. Trust earnings per share have collapsed. Projected (trust earnings) will continue to decline. This is consistent with research data and consistent with what we know about the trust crisis. I was not clear about what I meant when I [...]


Posted by on June 20, 2012 at 4:40 pm

I have written about this before and we are still not getting are cut. We are being sliced and diced. We are being sold to the highest bidder. Marketers save money by knowing who to sell to and how to sell them. Advertising has become more efficient. Enterprise are in on the scam. We are [...]

The DPI Instruction Manual Update: With A Little Help From My Friends

Posted by on January 4, 2012 at 5:56 pm

Companies are starting to include lists of what your friends like. The premise is that if you can see what your friends are reading and listening to, it would impact your decision. What is being built is a “friends-centric reading experience” says Vijay Ravindran, Chief Digital Officer at the Washington Post. We have always asked [...]

The DPI Instruction Manual Update: Verizon Made Front Page News

Posted by on January 1, 2012 at 1:45 pm

Verizon abruptly backed off a plan to charged some customers $2 to pay their bills online or over the phone. The consumer backlash was immediate. Verizon made the honor role, which includes Netflix, Bank of America and HP.  To achieve that feat, enterprises have to screw their consumers, be tone deaf, lose trust and destroy [...]

Difficulty Of Defending Big Business

Posted by on December 7, 2011 at 8:44 am

Within the context of the prevailing rhetoric, a head-on attempt to defend business on the issues would be doomed to failure. All the arguments sound like lame excuses: “No, we aren’t to big fail; “No, our profits aren’t unreasonable;” “No, our factories don’t pollute;” “No, we respect your privacy;” “No, our prices are not too [...]

Thou Shalt Make Love, Not War.

Posted by on October 26, 2011 at 8:27 am

Marketers are wonderfully adept at wooing and winning consumers, but not nearly as good at loving them once they are won. The grass always seems to be greener in the other advertiser’s yard. We no sooner woo one consumer than we are off wooing and winning new consumers. That is half of what marketing is [...]

More For Less. Less For More.

Posted by on September 15, 2011 at 10:53 am

I do not understand the logic behind P&G and Kraft raising prices and at the same time reducing package sizes. Their strategy of less for more is especially egregious during these tough times. They should be doing the exact opposite. They’re pricing strategy should be more for less. They both claim that they are consumer-oriented [...]

Marketing In A Global Recession Revisited

Posted by on August 8, 2011 at 10:23 am

I have talked about this before, but it bears repeating.  Now is not the time to abandon the consumer. In fact, now is the best time to invest in the consumer. Enterprises for the most part are raising prices due to a cost of goods increase and margin squeeze. I would do the opposite. I [...]