Author: Justine Foo, Ph.D. (Alum)

Brains on Fire's Net Promoter Score – and a Thank You

Last month we reached out to all our clients, partners and friends to ask you all the ultimate question – would you recommend us and why or why not? Why that question? Well, because we – like Fred Reichheld and the crowd at Satmetrix – believe in the power of word of mouth to propel …

Finding Inspiration

Today I don’t feel like talking about marketing. Or customers. Or community. No pithy statements or meaningful insights to offer. Motivation is a funny thing. Some people can will it to happen. Some people will spend their whole lives waiting for it to strike. Some people find it in a $ figure. Some people are …

That Blasted Survey Again?

Time to wrap up our Net Promoter survey for 2009. If we have had the good fortune to work with you or for you recently, and you haven’t had a chance to give us your feedback, we’d love for you to take 3 minutes to tell us whether you’d recommend us and why you would …

What's Your Answer?

It’s time for our annual checkup. That time when we take Fred Reichheld’s advice to engage the people we touch to help us grow and continually improve. We are asking you (yes, YOU!) “The Ultimate Question.” So please take a moment to click on this link and take our very brief, anonymous survey. If you …

Demographics, Psychographics… Autographics?

I’ve recently delved into Habit, by Neale Martin. Every once in a while you come across the right book at the right time – a perfect confluence of ideas. Just the right perspective for a problem you’re working on. It’s probably not a revelation to anybody that there’s a big mismatch between the “why” consumers …

Changing Marketing's Mythology

There are certain people that I can always count on to make me think differently. Our own Geno Church and Greg Cordell are among them. There’s also former colleagues, college friends, and then there’s my father. I can always count on my dad to put things in perspective – a skill that he’s refined in …

Are We Losing Our Focus?

Do you find yourself skipping over emails because it will take longer than 3 minutes to watch that video? Or you just don’t have time to read that paper right now? My list of flagged “read that later” emails grows longer by the day. Eventually I’ll sit down to clean out my inbox and then …

What Have You Done For Me Lately?

Here are two things I struggle to reconcile: The belief in the power of “relationship” or “community” marketing as something that demands more than just an online message board … and … the hesitancy to do something about it without a demonstrated immediate (or at least near-term) return. Take a moment to reflect on how …

Excuses Excuses

My husband is a professor at a relatively small liberal arts school. Every year he endures countless headaches from students walking into his office with excuse after excuse about why they couldn’t take the test or get their paper done on time. I think my personal favorite was “my mom is going into the witness …

How are you getting educated?

When my younger brother graduated from high school, he and I had several discussions about his college choice. His top choice was Tulane. Tulane’s not just a good school – it’s a great school. And it’s hard to argue with a 21-year old that there’s a downside to spending four years in New Orleans, which …

What will it take to think long term?

It’s pretty easy to get down on marketing as a discipline. You don’t have to read many blogs these days to hear a litany of frustrations about marketing’s short-sightedness – from its reluctance to recognize consumers as people to its unfortunate habit of quickly relaxing back into decisions driven by immediate ROI rather than long-term …

Seeking Passionate Taxologist…

With April 15th now behind us, I’ve been thinking about everybody’s favorite subject – taxes. Not so much from a political angle (personally I think the whole concept of taxing you on what you earn instead of what you consume is a little backward) – but rather from a process angle. We would all I’m …

5 Things I Hate About Customer No-Service

Like many people these days, I’ve been digging into our home budget looking for ways to economize and save a little more money. My husband graciously decided to give up his Military Channel so I called our cable company to reduce our service down to a mere 77 channels (absurd if you are older than …

Getting our questions in the right order

This morning I was reminded of a story that Sam Keen told me a few years back. It’s a great nugget of wisdom that is timeless (and particularly relevant for these times). In a time when my life had gone off track, my friend Howard Thurman said to me “A man has to ask himself …

Don't Discount the Doodling

I feel exposed without a pen and paper in a meeting. I guess its hard to take the student out of me because for one thing I take notes on everything. But they’re guaranteed to have doodles all over them. I doodle all the time. Now I should clarify what I mean by “doodle” right …

Planning to Plan.

My favorite part of the movie Office Space is the quick flash of the white board covered with flow charts under the header “Planning to Plan”. You don’t have to have a long tenure in the business world to get a laugh out of that. If you counted up all the money spent on collective …

Healthcare FAIL – or not?

I used to believe that the human brain was the most complex system ever discovered. I once even read that there are more possible patterns of activity in the human brain than there are known particles in the universe – and by a whole LOT of 0000s, by the way. But now I have to …

Who's Who… To Who?

In college I never joined the honors clubs – seemed silly to pay somebody money just to be able to put a line on my resume. And occasionally I get these Who’s Who, dare I say ‘invitations’ in the mail. You know the ones – send us your name and we’ll put you in a …

Superdownsize Me

With a title like that you’re probably expecting me to talk about the tide of layoffs, or budget crunches. But hopefully you’ll be pleased to know that’s not where I’m going – at least not directly. Robbin’s post last week got me thinking about accountability. Not only banks – but ourselves. There’s no shortage of …

The Art of Conversation

Was talking yesterday about the rise in online communities and heard a nugget of wisdom: “If it has to go through legal, it isn’t a conversation.” Which got me thinking, what does make a conversation? Is there an art to having conversations with consumers? With employees? You’ve probably heard the adage that the art of …

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