by JAK | Oct 1, 2008 | big ideas
By the time this comes out I should be in the wilds of Central Otago or Dunedin. One of the joys of being online is that you can remote link from almost anywhere. (The local internet guy has gone whitebait fishing! so access is somewhat limited though.) It is school...
by JAK | Sep 25, 2008 | big ideas, industry futures, online marketing
Had a great conversation the other week about the growth fixation of business. The idea is that with most businesses we focus on growth all the time – however we can get to it. As mentioned previously growing business with existing customers seems an obvious...
by JAK | Sep 23, 2008 | general business
Thanks to the reader who spotted this paper by Bronwyn E. Howell which was presented at a conference in Rome, Italy, September 17-20, 2008. Abstract: Using an efficiency-based framework, this paper analyses the performance of New Zealand’s telecommunications...
by JAK | Sep 22, 2008 | crmthinking, industry futures
As often happens the last post on customer service prompted a flurry of emails. Thanks to Philip for the ideas in this extended sequence as quoted below. In effect a guest post… “Churn is a well known issue in the telecommunications sector but I was piqued...
by JAK | Sep 2, 2008 | big ideas, crmthinking
When people ask “What business are you in?” I would say I’m in the business of leveraging customer capital. The concept of customer capital includes goodwill and increasingly in these days of social media the ability to communicate widely about...
by JAK | Jul 18, 2008 | culture, music, TED
When I was 11, I had just the most fantastic music teacher. For the next 7 years we worked on all types of music together, one on one, in group classes, in a wind symphonia and also in the school orchestra. Later on we did music tours with a 70 piece orchestra made...
by JAK | Jul 9, 2008 | industry futures
There is a major meltdown of customer service expectations taking place over the way the launch of the new 3G capable iPhones are being mis-managed in New Zealand this week. Go over to iPhone data plan aggregation to read some of the debate (around 50+ comments so far...
by JAK | Jul 5, 2008 | crmthinking, culture, industry futures, TED
TED just released news (June 2008) that there have been more than 50 million downloads of their videos. Ashley Highfield of the BBC mentions that iPlayer has now had more than 75m video downloads (as at May 2008) so clearly we are moving into a new era of accelerated...
by JAK | Jun 7, 2008 | big ideas, industry futures
I was down at the swimming pool this morning when a new T-shirt caught my eye. “Shift happens” said the shirt. (in a manner of speaking 🙂 By serendipitous coincidence I was thinking about the future of education and some recent conversations with educators...
by JAK | May 8, 2008 | big ideas, culture, idealog
Lately I’ve been to some funerals and also lots of births in the form of kids birthday parties. At both ends of the curve there are a number of recurring questions but today really looking at just two. One of the best questions ever is “What are you going...
