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Win-Loss analysis is a great tool to understand you are satisfying customers.

Here's a great story on measuring customer satisfaction.

The story takes place at a time before mobile phones and before even many people had house phones. To make a phone call you went to a public phone.

The story takes place in Jerusalem. 40 or so years ago, to use a public phone, you had to purchase a token. It meant that if phone prices went up, all you needed to do was increase the price of the token but didn't need to change the payphones at all. Same token, same time, same everything except that the tokens had to be purchased.

There was a professional gardener in Jerusalem who used to buy twenty tokens from the local general store every Friday. He would then proceed to use the payphone outside the general store for an hour or so.

This repeated itself week after week, with the store owner increasingly curious as to what these regular phone calls were. The store owner’s curiosity got the better of him, and one Friday he stationed himself quite close to the payphone so he could hear the conversation.

It turned out that the gardener was making calls to prospective clients offering his services as a gardener. As the store-owner continued to hear, each time the gardener was rejected. Each person told the gardener that they had no need for a new gardener – they already have an excellent gardener.

But week after week the gardener was unperturbed – he kept making the calls and kept getting rejected each time. Feeling sorry for the man, the storeowner decided to try and step in and help the sorry gardener. Approaching his best token client, the storeowner sheepishly made the gardener an offer: I have a balcony with a small garden on it – can I employ you to do the gardening there.

Surprisingly, the gardener spurned his offer: I’m sorry, but I don’t have time – I have enough clients and gardens to look after, thank you. The storeowner couldn’t help but admit he had overheard the conversations each week and that the gardener clearly needed the business.

The response he got was not what the store owner had expected.
"You don’t understand," said the gardener.
"I am a specialist gardener, and I work for the wealthy – those who have lovely, large beautiful gardens. But I never actually meet my clients – they give money to the maid or workers to pay me. I don’t actually know whether they appreciate my work or whether I’m doing a good job. So each Friday I call my clients pretending to be a different gardener and I offer them my services. One by one they refuse, saying that they already have a great gardener. That way, I know I am doing a great job!"
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2 weeks ago  ·  

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This is an incredibly prescient Interview.

twitter.com/BBCArchive/status/1321753647147933697

David Bowie talks about the Internet to Jeremy Paxman in 1999. Bowie gets it. Paxman doesn't. Bowie explains how it will change content creation and how we see the world.

Between 1996 and 2008, the number of websites exploded from 100,000 to over 162 million. We, at AWARE, are proud to have been at the forefront of the changes. Arthur Weiss, our founder, first started looking at the potential of the web in 1993. In 1995, when AWARE was founded, one of the first things done was to create a website and by 1997 we'd launched marketing-intelligence.co.uk. (Our original site is still findable at web.archive.org/web/19990302054432/http://dspace.dial.pipex.com:80/aware/aware.shtml - although this is dated from March 1999 - the earlier pages were not archived at archive.org. By 1999 we'd moved everything to our current marketing-intelligence.co.uk domain). In 1995 when we started, we were one of the first 50,000 websites created.

BBC Archive on Twitter
“Today is #InternetDay… To mark this auspicious occasion, here’s David Bowie speaking to Jeremy Paxman in 1999 about the "unimaginable" effects on society it was going to have. t.co/JVBry1m3Pk
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4 weeks ago  ·  

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Counter-Intelligence is important. It's not just high-tech cyber-hacking that is a risk (and it is). It's also low-tech carelessness as this recent Daily Telegraph cartoon illustrates. The situation it shows is real. I've sat next to somebody on a train who was working on a spreadsheet for the company I was then working with. The information was confidential - which does raise questions of ethics. In this case I told my client to warn their finance people NOT to work on train journeys on confidential material. This was also not the first time I've seen or overheard people discussing their business strategies, although previously I didn't have a connection to the companies involved.

When in public places, remember to keep your information private - as during the 2nd World War saying "Loose lips sink ships". In the business world "Loose lips and open laptops leak strategies".

alexcartoon.s3.amazonaws.com/7761_23.09.20_2000px_web.jpg
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1 month ago  ·  

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Searching for tables, graphs and similar is tough. This sort of information is often stored on web-pages as images - and is structured in the sense it is not an image but a representation of actual data. Zanran.com was a search engine that was brilliant at searching for such data. As such it was unique and for the last decade was an invaluable aid for advanced searching. Zanran was also unusual in that it was based in Europe (in the UK) and not Silicon valley in the USA.

A couple of years ago, they started adding other options and the search engine moved to a separate page - buff.ly/2yrMoZo - but that's now gone.

RIP Zanran Search.
#Search #zanran
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8 months ago  ·  

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Fluff filters, and why you want to read with them turned on.

When analysing or searching for material, using simple terms can often give better results (unless you want the precise text). Simplifying the terms is a first step in doing this - or as Dan Russell of the SearchResearch blog terms it - removing the fluff.

Russell is not the only person to highlight the importance of removing "fluff". It's also one of the indicators of a bad strategy - as described in Richard Rumelt's book "Good Strategy Bad Strategy" (buff.ly/2UEzXCB / buff.ly/2Hb00t0)

buff.ly/38nnuqQ
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10 months ago  ·  

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"bUt iT hAS pReTty cOlOrs aND grApHS!"

Just because PowerPoint (or Word or whatever) lets you is not a reason to mix up fonts, colours and font sizes. Consistency of look and feel works better.

#Presentations #design #MarketingStrategy
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1 years ago  ·  

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This is why we don't promise the world. There are some red lines we won't cross!

www.youtube.com/watch?v=BKorP55AqvgSubscribe for more short comedy sketches & films: bit.ly/laurisb Funny business meeting illustrating how hard it is for an engineer to fit into the co...
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1 years ago  ·  

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