Not the biggest, not the best, not the most satisfied. Nov 19, 2010 take a hard look at your most profitable customers. Lets tap into why smart people do dumb things again because its a cornucopia of ideas, recommendations, and provocations that can explain why smart companies do dumb things. It means that the opinions and experiences of countless other people get thrown into the mix, radically changing the customer relationship lifecycle. Four disruptive forces are changing the concepts behind customer. Im working on the tills at a fast food restaurant when one of the customers orders one meal and a drink. Thanks to annoying customers i hate working in retail and customer service and if your watching this then you know that customers are stupid, its not all about the annoying customers but it.
Helping your customers be smarter is the best kind of. She has a track record of helping companies acquire, retain and grow customers using actionable analyticsdriven marketing strategies. We have shared our thoughts and perspectives on financial distribution, at a time when the world is changing. Why firing your worst customers isnt such a great idea. Buy smart customers, stupid companies at amazon smart companies reward and recognize employees for taking care of customers. Just read a scathing, wellwritten indictment of the current state of goldman sachs, an oped in the nyt by greg smith, an executive director of the firm, and head of its united states equity. The buyin from the very top is exemplified by the smart nation plan which has effectively made singapore a testbed for the use of the internet of things to improve city life. Francois candelon on the opportunities for telecom companies. From customer experience and customer service to the products and services companies offer, things have changed. Each tutorial uses a realworld problem and the author guides the reader using querys the reader might ask as how to craft a solution using the correct data science technique.
Smart solutions for smart customers 3 it gives us great pleasure to partner with cii for the financial distribution summit 2015. Just read smart customers, stupid companies, the book bruce kasanoff and i wrote, or much of what ive written on. Oct 15, 20 buy smart customers, stupid companies at amazon smart companies reward and recognize employees for taking care of customers. Smart customers, stupid companies visual media 011 may 12, 2011 customer s are unhappier than ever. May 07, 2017 so by now you know why customers are annoying, stupid customers make up most of my day working in retail so ill never fail coming up with the dumb things customers do and say to rant about. Why only intelligent companies will thrive, and how to be one of them hinshaw, michael, kasanoff, bruce on. Dont do stupid stuff to your customers smartcompany. Sensors are about to disrupt your industry fast company. Why only intelligent companies will thrive, and how to be one of them, by michael hinshaw, bruce kasano. Download it once and read it on your kindle device, pc, phones or tablets. Why only intelligent companies thrive, and how to be one of them, coauthored by michael hinshaw and bruce kasanoff, business strategy press, 2012. The authors cite stress as a major factor in contemporary consumer psychology.
Why marketing makes smart people feel stupid the simple reasons why marketing feels complicated and intimidating to people. I agree but for a completely different reason as youll read below. The internet is creating a myriad of micromarkets, controlled not by companies but by customers. The most common occurrence of this was a little exchange any barista is probably familiar with.
All the ideas in this deck are from the book buy smart customers, stupid companies at amazon smart companies are replacing dumb static touchpoints with smart digital ones all the ideas in this deck are from the book. Why only intelligent companies will thrive, and how to be one of them kindle edition by hinshaw, michael, kasanoff, bruce. Youre used to working with the technology in your store. Then they turn around and spend squillions on marketing to try and get more customers or on. So by now you know why customers are annoying, stupid customers make up most of my day working in retail so ill never fail coming up with the dumb things customers do. Way too many people asked, does the river go in a circle. Customers would rent the boats, float down the river, and then drop off the boats at our location downriver. Take a hard look at your most profitable customers. Use features like bookmarks, note taking and highlighting while reading smart customers, stupid companies. Nearly everyone has set smart goals smart criteria is most commonly defined as specific, measurable, achievable, realistic, and timebound.
It argues that information asymmetry one party having more knowledge than another is justification for savvy pricing which creates more profitable customers. Smart customers, stupid companies linkedin slideshare. Why only intelligent companies will thrive, and how to. Some do a few stupid things, and some have principles which err on the side of controversial, but most do a lot of things right. Companies that think their customers are stupid home. Smart customers, stupid companies by michael hinshaw and bruce kasanoff four disruptive forces are changing the concepts behind customer experience and radically disrupting business as we know it. As always, these are real emails from real readers, though names have been changed. Because its beyond the mental capability of most people to fully understand more than a few things at a time, so all of their mental effort goes into their job and their hobbies, so stuff like how to buy stuff and act like a decent human being to retail workers tends to get as little mental attention as possible. Sep 12, 2006 lets tap into why smart people do dumb things again because its a cornucopia of ideas, recommendations, and provocations that can explain why smart companies do dumb things.
Welcome back to behind closed ovens, where we take a look at the best and strangest stories from inside the food industry. She brings in more than 10 years of strategic consulting and marketing experience across health insurance, financial services, and retail. This is a mustread for practitioners and anyone involved in. The notion that competing companies dont already intimately know which customers are highvalue to their. Everyone knows that the contemporary customer is mad as hell. Oct 25, 2016 thanks to annoying customers i hate working in retail and customer service and if your watching this then you know that customers are stupid, its not all about the annoying customers but it. Michael hinshaw is a mentor and teaching fellow at uc berkeleys haas school of business, and coauthor of the bestselling book smart customers, stupid companies. When it comes to doing dumb things, the sum of the parts is less than the whole.
So i walked away and went back to process your payment as you walked out the door. Focused like a laser on the increasingly critical intersections of customer experience and disruptive innovation, smart customers, stupid companies spells out exactly what it takes for a company to profit from that intersection instead of getting crushed by it. Why only intelligent companies will thrive, and how to be one of them, by michael hinshaw, bruce kasano smart customers, stupid companies. Restaurant horror stories of hilariously stupid customers. In smart customers, stupid companies, the book i coauthored with bruce kasanoff, we defined social influence as the impact that social networks have on the dynamic between customer and company. More stories of fantastically stupid restaurant customers. I work in customer service for a cell phone company so everyday i hear the dumbest customer ive ever heard. Everywhere i look businesses of all sizes do stupid stuff making it hard for customers to be customers. Relieving customer stress in the digital age, steven m. I used to work security at a casino and a man and woman came up to me and told me there was a man following them. According to this motorola solutions research rise of the connected shopper, more than 60 percent of retail managers surveyed believe that their customers were better informed about. Why only intelligent companies will thrive, and how to be one of them.
Sep 12, 2016 this week, weve got another of our old favorites. Your customers have changed greatly over the past decade, but, in many cases, you havent made the adjustments necessary to accommodate their expectations. Smart startups price their product based on value to the customer you cant guess how your product is valued by customers customer development allows you. Multiple customers asked it, and to this day, my deepest regret from this job is that i never worked up the courage to question them as to what they were even asking. This is to expose companies that do things to disrespect the value and intelligence of their customers, in the hope they will desist and. Mar 14, 2012 just read a scathing, wellwritten indictment of the current state of goldman sachs, an oped in the nyt by greg smith, an executive director of the firm, and head of its united states equity. May 17, 2018 are we as customers really so helpless, indifferent or even stupid as to be unable to handle the basic task of putting aluminum in one place and paper in another. Why smart beta is stupid strategic marketing partner. Sep 02, 2016 this happens all the time i even sell good plans, good prices and customers complain they just want to whine about anything, but theyre thrilled to get scammed by other companies and people and pay 300month for something that isnt health insurance. Better to consolidate product and service functions by following a. Jul 25, 2017 why marketing makes smart people feel stupid the simple reasons why marketing feels complicated and intimidating to people. I know this article is over 10 years old but this is incredibly stupid. This is an area of business where theres an advantage of being small.
Smart customers, stupid companies visual media 011 may 12, 2011 smart customers. Out of all the buttons heshe presses, the customer cant see when the one for the debit card machine is. All the ideas in this deck are from the book buy smart customers, stupid companies at amazon. Yet in most businesses, the massmarket mindset continues to hold sway. Smart marketing focusses on understanding the customers of a targeted group of category users. As always, these are real emails from real readers. I think its important to address this from the start, a smart city that is designed around the needs of citizens has the chance to flourish but a smart city with.
In other words, its okay to gouge customers as long as they dont know they are. I was researching what is known as smart beta, and i had no idea that some publications think that 2015 is going to be the year of smart beta. Stupid customers in retail 4 retail problems youtube. We explored their attitudes to their energy suppliers, their understanding of smart technology and their potential appetite for new, smartenabled services. The trends are connectivity the internet of everything, digital sensors imagine a world where sensors are embedded in everything you see, pervasive memory everything is recorded, evrything is data and the impact of social media. Hosting these nine spreadsheets for download will be necessary so that the.
Why are customers so stupid and why are customers so entitled are also top suggestions why are customers so stupid, for example, rings in 110 searches per month. Download pdf book smart customers, stupid companies. Sep 12, 2017 everywhere i look businesses of all sizes do stupid stuff making it hard for customers to be customers. This is how you make smart investment decisions in. Are we as customers really so helpless, indifferent or even stupid as to be unable to handle the basic task of putting aluminum in one place and paper in another. And accepting to ignore those that dont fit, even if they are currently using the brand.
Why are customers so rude is top and according to search tool semrush, around 260 people search for this term every month. Lessons from the book smart customers, stupid companies. Customers today are being bombarded with an overwhelming array of choices. We have shared our thoughts and perspectives on financial distribution, at a time when the world is changing and, with it, the rules of engagement. To alleviate customer frustration, say steven cristol and peter sealey in simplicity marketing, companies should stop creating new brands and product extensions. Tortured customer from telecom companies video dailymotion. Big companies spend huge amounts of money hiring research experts to discover through all sorts of methods what customers think of them. Jan 24, 2015 tortured customer from telecom companies,season tv series hd 2017. Bruce kasanoff, founder of now possible, coauthor of smart customers. The book provides nine tutorials on optimization, machine learning, data mining, and forecasting all within the confines of a spreadsheet. Buy smart customers, stupid companies at amazon smart companies are replacing dumb static touchpoints with smart digital ones all the ideas in this deck are from the book smart companies inventory their touchpoints and create a plan to expand their capabilities.
Why smart people make stupid decisions imd business school. Raghunathan writes about a farmer whose corn won top awards year after year. Smart goals were originally designed for the slowmoving commandandcontrol era of the 1950s. Because its beyond the mental capability of most people to fully understand more than a few things at a time, so all of their mental effort goes into their job and their hobbies, so stuff like how to buy stuff and act like a decent human being to retail workers tends. What all these memorable moments have, is a deep understanding of both the audience in this case of the super bowl and their target customers. Oct 10, 2017 what all these memorable moments have, is a deep understanding of both the audience in this case of the super bowl and their target customers.
Smart customers, stupid companies takes four trends and explains what it will mean to your business. Mar 15, 2017 michael hinshaw is a mentor and teaching fellow at uc berkeleys haas school of business, and coauthor of the bestselling book smart customers, stupid companies. But the data shows that people who set smart goals are less likely to love their jobs. This happens all the time i even sell good plans, good prices and customers complain they just want to whine about anything, but theyre thrilled to get scammed by other companies and people and pay 300month for something that isnt health insurance. In this list i take a look at four stupid things companies can do, and why they should try and eradicate them. At least, this is the message conveyed in the book, smart customers stupid companies. When it comes to smart cities, who are the customers. Cristol and peter sealey present simplicity as an equally powerful lens for marketing.
Most of the time, i have no idea when the debit card machine is ready for use. Why only intelligent companies will thrive and how. Tortured customer from telecom companies,season tv series hd 2017. Today, we are linking people, devices, places and locations in the real world like we do on the web. The one that always mystified me apart from the above, obviously comes from a brewpub where i worked for almost two years. Companies that think their customers are stupid home facebook.
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