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Signs of intelligent life at American Express
As security threats grow, and credit card fraud worsens, it’s heartening to know that someone is looking around the corner and doing some rethinking about the future of credit cards. Having said that,...
View Article10 worst customer service experiences of the last year
We have all had bad customer service experiences. I even wrote about it in the book Rethink that in some cases it’s totally appropriate for an organization to offer less customer service than some...
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The Truth about “Push Button, Receive Bacon”
Last week I shared this photo with a number of people and it got a lot of laughs. As I thought about it more over the weekend, there is a rethink message in here as well, some better than others. The...
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Disaster with Zazzle, Kinkos to the Rescue, or is it FedEx Office?
If you have not seen the movie “Up” you should. There’s a scene where there are dogs at a dog park and they have collars that enable them to speak English to humans. In some ways it’s very touching –...
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Is Howard Schultz about to run for President?
I think someone is about to become a third party candidate in the Presidential race and I think we are going to get some hints about it today. There have previous rethink posts about alice.com and...
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Moneyball meets cater2.me and Marvin Windows
If you somehow missed it, they turned Michael Lewis’ book Moneyball into a movie that premiered last weekend. Given how much coverage it got, I was stunned to see it come in third place at the box...
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Are airlines breaking the law?
Have you noticed that most airlines don’t accept cash these days for inflight things like drinks and food? I totally get the logic of not wanting to make change for people for all of the food items....
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P&G has it figured out with Old Spice, Restoration Hardware, not so much
I haven’t blogged for a little while because I hadn’t seen any really great evidence of rethinking worth writing about. Then I read this article by Andrew Adam Newman, and WOW! I do think Newman...
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2012 Best Superbowl ads, and the worst
THE BEST The hands down best superbowl ad was the Audi vampire spot (click here). I had seen an advertisement in print form for the new Audi A7, touting its new headlights as being the closest thing...
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Rethinking the DOL (before blasting Wells Fargo)
My next blog will be all about why I am closing all of my accounts at Wells Fargo. They are stuck in the 20th century in so many ways it’s hard to believe they are still in business. But before I get...
View ArticleHow to fix customer support
Last week I had a problem with a Network Solutions account, an account I have had for almost ten years with no issue. I don’t call customer support lines much these days. Comcast’s third rung of hell...
View ArticleThe age of self-diagnosis is coming. For everything.
By now everyone has heard of the Nest thermostat and the Fitbit. But have you heard about Automatic.com? I have been using mine for a couple of months and I love it – it tells me when I accelerate...
View ArticleWith data science you can know what to say to your customer. Right now.
When I read about Boomerang Commerce on Geekwire yesterday, I knew it was time for this post. They get it. Mercent gets it. BigDoor gets it. And from what I understand, PushSpring and HealthSparq...
View ArticleDo you know what Jed Clampett looks like?
Boomerang Commerce is all about price sensitivity. Mercent is all about marketing effectiveness. Both of those companies are on the right path, to be sure, but there is a larger universe of customer...
View ArticleWho killed Clayton Christensen?
Who killed Clayton Christensen? Jill Lepore did. With her mightier than a sword, pen that is. Her article in the June issue of The New Yorker, “The Disruption Machine” is very long and very through in...
View ArticleM&A who should Amazon buy next?
Amazon wants to own retail, and at this rate, the only company that could stop that is Amazon – that is if they fall, stub their toe, or take their eye off the ball (Fire phone . . .ahem). So if you...
View ArticleWhat was Starbucks thinking with their Flat White promotion?
I don’t go to Starbucks every day, but I am certain that I never heard anyone order a “flat white” until about three months ago, and now with huge “Flat White” signs prominently displayed in every cafe...
View Article5 Big Problems with IoT
It seems everyone is talking about the Internet of Things, more commonly referred to simply as IoT. It has overtaken “cloud” as the biggest buzzword in tech. But while there have been some very big,...
View ArticleInstead of predicting the next big thing, how about what’s next to disappear?
Buggy whips (and buggy whip manufacturers) are commonly used as a reference to something that was once common but that’s now all but extinct. It’s not so hard to make a list of things that are either...
View ArticleWhat your career counselor should have told you, but didn’t
Some people seem to know what they want to spend their life doing before they finish breast feeding, while other people are so good at something (or everything) that they can do anything they want...
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