June 30, 2015

Macy's / Trump


As always ... Merchandise > Omnichannel. What good does a seamless customer experience do when there are merchandising issues?

It's the same thing with DirecTV ... #1 in customer service ... but the picture goes out during the Womens World Cup game (hint - the picture = merchandise). You can have all the commercials with talking horses and people on beaches - but none of it matters when there isn't a picture.

We're a half-generation into not focusing on what is most important to our businesses - coupled with an inability to think three steps ahead and understand how short-term decisions yield long-term consequences.

We are smart marketers. All of you reading this, you're smart. Focus on what matters!


Best Customers Will Hold You Back

Down the road we have somebody who likes to receive the print version of the newspaper. Your best customers (unless you are a fash...