In his book The Icarus Deception, Seth Godin tells the fabled tale from Greek mythology. As we all remember from our childhood, the imprisoned Daedulus made wings by adhering feathers to a wooden frame with wax and string. Before their escape, he cautioned his son Icarus that flying too close to
Category Archives: Business 101
If the employees who answer your company’s phone can’t help, don’t let them pretend that they can.
Seth Godin recently delineated 6 rules for treating inbound customer calls with respect. It’s delightful reading, especially his idea to “have a bright red light flash on the CEO’s desk whenever anyone, anywhere, is on hold for more than 5 minutes. If it gets to seven, have the call automatically route
Just as I’m reading David Brier’s column I remembered that the World’s Fastest Agency launched this spring as the world’s first 100% Twitter based ad. WFA promises to deliver a quality creative pitch within 24 hours. Perhaps David is really on to something. After all Twitter changed the way we communicate
Uh oh. I just realized that if I don’t hurry up, I might take more than ten minutes to think things through. Don’t stop. Not even for a minute. To contemplate an answer. To put a thought together. Then what? Will Katherine Waddell Consulting get a reputation for moving too slowly?
I don’t care if you run a mom and pop diner or a Fortune 500 company, customer service is always your first line of defense. And what’s the biggest weapon your defense has? Empathy. The ability to say I’m sorry. I know how you feel. Let me fix that for you. Your customers expect to
If marketers are so good at inspiring people to change behaviors, why not put marketers in charge of the government? This opinion piece by John Coleman in Advertising Age stuck me as a interesting approach to the problems facing all of us. Coleman states that as marketers, we inspire people to
Sometimes it’s hard to recognize the marketing world today. We see companies and brands forget their roots, getting so caught up in the hype of digital and social, the radical and influential — they forget the simple things. They drive policies and procedures into their employees to the point where they lose their ability to
Monday I received an email from LinkedIn thanking me for playing a unique part in their 200 million member community. Evidently I have one of the top 5% most viewed LinkedIn profiles for 2012. By clicking on “Read more” you could learn more about your “exclusivity.” I didn’t think much of it until I saw
Driven people are “yes” people. The employees you can rely on. The clients who are game to take on a new challenge. The friend who will be there no matter what. But life is about balance. Checks and balances. When we say “yes” to one thing, we always have to say “no” to another (even
“The difference between making a little bit of money and a lot of money can just be in the pitch,” according to TV pitchman Anthony “Sully” Sullivan. Sullivan, who makes his living selling “As seen on TV” products, recently did an interview with Fast Company where he outlined 7 Tips