If you haven’t read my July 21 post, Lunch with Yoda, take a moment and read it. It sets the stage for this post.

My afternoon with John revealed what I submit are six laws for creating a perfect customer experience. While I’m certain there are others (and I’d love your opinions), these are a good start to an important discussion in an era in which the customer experience has never been more important to the marketing equation.

Now for Laws #4, #5, and #6…
Read the rest of this entry »

John Taylor is the grand master among a new breed of marketers.

A short while ago, I wrote a post criticizing Sprint/Nextel for their abysmal failure to even be civil in their face-to-face interactions with customers. John is the polar opposite. He is the engineer of a near flawless customer experience designed to delight just about the most demanding consumer that the world has to offer – rich, executive golfers.

He’s an artist, a choreographer, a director, a gracious host, and a savvy business man. Every business needs a John Taylor.

We had lunch last week in the kingdom that he has created in Scottsdale, Arizona. Here’s his story – and three of the lessons that I walked away with…
Read the rest of this entry »

My goal for MarketingRevisited over the next six months is to stimulate more dialogue among you regular readers. Many of you that correspond with me outside of the blog are clearly folks with a great deal to contribute, and I’d like to coax your input out of you and find others with similarly valuable experience to contribute their thoughts. I really shouldn’t be doing all of the talking here.

This award nomination is likely one way to heighten the visibility of our budding conversation and draw in others from whom we can all learn. When last I checked, MarketingRevisited had climbed to 11th place among a field of more than 700 nominees.

If you are so inclined, please vote. (I’ll warn you in advance that you will need to take about 53 seconds to create an account to do so. Sorry.) If you are further inclined, ask a colleague or two to do the same…. And if you feel really motivated, offer your thoughts on attracting a few more marketers like yourself to this conversation.

Many thanks!

… Or at least make it a little better.

I don’t usually do quick recommendation posts like this one, but I think you will agree that this is worth a look.

Jott is a new service that allows you to use your cell phone like a voice recorder - but MUCH more handy. Here’s how it works.

Read the rest of this entry »

I played golf this weekend with an attorney that represents the recording industry in its fight against the online piracy of music. As I listened to his story about their work, what was particularly interesting to me as a marketer was the fact that the legal battles he is fighting are not intended to generate financial restitution for the harmed industry players.

Quite the opposite…  In fact, the cases (even the victories) are a loss. The proceeds aren’t sufficient to pay for the legal expenses incurred in the fight.

So what’s the point?
Read the rest of this entry »