In a recent post, I urged CEOs to view marketing as a strategic partner, the glue that binds the different parts of an organization together to deliver a consistent, cross-channel consumer experience. A 2012 report from Forrester and Heidrick & Struggles concluded that marketing is “moving from the outskirts to the core of the enterprise”…
The science of subtle signals suggests what you say is less important than how you say it. Mark Buchanan is a theoretical physicist who writes about how physics can be used to understand biology, economics, psychology and other social sciences. His book, “The Social Atom: Why the Rich Get Richer, Cheaters Get Caught and Your…
Have you ever noticed that you rarely see a gas station by itself? Instead multiple gas stations seem to be clustered close to each other. Wouldn’t it be better if they were more spread out? Presh Talwalkar noticed this phenomenon and used game theory to explain why it’s a rational decision for the gas stations,…
Learning about the numerosity heuristic can save you money. As a three-time CEO, I’ve had a lot of experience with incentive stock options and have been appalled by how poorly they are understood by employees. Many employees fixated on the number of shares they were granted, rather than the percentage of shares outstanding. They would multiply their…
We all use language to express our thoughts but does language influence culture? Research suggests inherent structures in languages shape our thoughts without us realizing it. In fact, differences in languages seem to impact how people act and interpret their surroundings. Psychology professor Lera Boroditsky provides some fascinating examples in a Wall Street Journal article…
After reading my MBWA 101 post, a colleague asked me if I had ever compiled a list of tips for new managers. He wanted to provide some concrete recommendations for a new mentee who had recently become a first line manager. Other than my own management philosophy, I’d never written anything down before so I…
The Mae West attributed quote “flattery will get you everywhere” may be good advice. Sometimes. Research published in the Journal of Marketing Research demonstrates flattery leaves a lasting and positive impression of the flatterer, even when people believe it is insincere. In the experiment, participants were shown a flyer from a fictitious clothing store complimenting…
In a McKinsey Quarterly article entitled “Management lessons from the financial crisis,” UCLA business professor Richard Rumelt coins the term smooth-sailing fallacy: This smooth-sailing fallacy arises when we mistake a measure for reality. Competent management always looks deeper than the numbers, deeper than the current measures. Incompetent management just focuses on the metrics, on the body…
Recently, I was talking to this friend of mine (don’t you love stories that start this way?) who told me there’s an edict in her very-large-company that every executive should have an internal blog. The blog would serve as a way of explaining each executive’s departmental priorities, provide visibility to important issues that would benefit…
If you’ve heard me give a performance management presentation, you know one of my favorite topics is the pursuit of improved performance in call centers. When I first started using them as my prototypical example several years ago, organizations were in the midst of moving call centers offshore. Less expensive human agents and AI-based electronic agents…