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Showing posts from January, 2019

When Customer Expectations Become Impossible

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Many people love to complain, and trying to get some personalized help in an increasingly fast-paced and automated world can aggravate even the most calm and placid among us.

But is it even possible to define a standard for customer service? Or are we dealing with a moving target?

From a common sense point of view, we can of course argue that most people agree on what good service looks like. An example would be "pick up the phone on the first ring." Another might be "return most emails within two hours."

At the same time, however, expectations change based on evolving cultural norms. These, in turn, are shaped by at least three factors, and each of them is relative, comparative and evolves over time:

Culture: One of my favorite characters on Seinfeld was the "Soup Nazi," who would throw customers out of his store if they spoke out of turn in any way when ordering food.  The guy was so funny to watch because he violated the typical cultural expectation of…

The Danger of Thinking

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Branding works because we do not have to think first about the buying choices we make.

Why is thinking so painful?
We don’t have time.
We don’t want to be wrong.
We don’t want to face the possibility that we’ve been wrong all along.

Have you noticed that when you carry cash, you’re less likely to spend it?

Credit cards make it easy to spend without thinking.

Instant payment methods — like the kind you have on your phone — make it even easier.

Marketers know this.

What happens when you try to slow down and say, read a book?

When was the last time you read a book?

I remember growing up, we used go actually go to the library and get a few of them.

We would also read the paper on Sunday — the whole thing, one section at a time. Comics first, of course. Then Business. Outlook. Travel. (And don’t forget the coupons.)

Thinking is blocked when you’re in a noisy area.

Have you noticed that bookstores and coffee shops intentionally have a lot of noise blaring?

So you cancel out their noise, with your noise —…

The $1 Billion Border Question

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According to the GAO (2016), the Federal Government spends nearly $1 billion per year on “advertising and public relations.” In light of the fact that we are currently experiencing a partial government shutdown based on differing public views of the facts about border security, one has to ask how well this money is currently being spent.

5 U.S. Code § 3331, the Oath of Office, binds Federal employees to “support and defend the Constitution of the United States against all enemies, foreign and domestic.”
“An individual, except the President, elected or appointed to an office of honor or profit in the civil service or uniformed services, shall take the following oath: “I, AB, do solemnly swear (or affirm) that I will support and defend the Constitution of the United States against all enemies, foreign and domestic; that I will bear true faith and allegiance to the same; that I take this obligation freely, without any mental reservation or purpose of evasion; and that I will well and fai…

Who Does Rashida Tlaib Represent?

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The Hebrew word for “evil person” is “Rasha,” and unfortunately the United States Congress has a new one in town.

Her name is Rashida Tlaib, and she is the newly elected representative of the Michigan’s 13th Congressional district.

Here she is at a MoveOn.org event, January 3, 2018. Keep in mind this is her first day in office as a member of the U.S. Congress.
“People love you, and you win,” says Tlaib. “And when your son looks at you and says ‘Mama look, you won,’ bullies don’t win. And I said ‘Baby, they don’t. Because we’re gonna go in there and we’re gonna impeach the motherf***er.”

The issue here is not that Tlaib cursed the President.

It is that Tlaib is whipping up the crowd to remove the President from office for no reason.

For this, Rashida Tlaib is guilty of sedition.

Tlaib is not just a seditious traitor. She is also a raging anti-Semite who is here representing the Palestinian Authority, and not the United States.

How do we know this?

On August 11, 2018, at an event to cel…