Beating the fallacy of cheap marketing
Cheap marketing is nearly free to send and expensive per unsubscribe. Why counting only the outbound cost misleads, and a cost-per-annoyed-customer habit.
Category
Field Notes
Shorter pieces, stories from practice, and observations that did not fit anywhere else.
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Serving up a nourishing meal
Customer recognition, seen from a restaurant table: menus are for strangers, regulars want to be known, and scale quietly removes the difference. A field note.
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Tennis and the art of effective customer experience
Customer experience fundamentals from a tennis court: footwork before winners, fewer unforced errors, reading the other side of the net, a resetting scoreboard.
