Customer-First Conversations

How to Stay Inspired in Marketing

[fa icon="calendar'] Mon, Nov 19, 2012 / by David Dallaire posted in Innovation, Marketing

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A great customer story that involves innovation whether it is related to products, policies or services.  Early in my career I had the privilege of setting up the first operations centers for both LL Bean AND Lands’ End in Japan. 

Long before Zappos got all the credit for their guarantees and culture, these two companies had it all figured out.  You could say that LL Bean and Land's End set the standard.

The ingenuity of LL Bean in their US factories, in particular, was inspiring for the home-made inventiveness they applied to solving manufacturing challenges that were ultimately designed around what was best for the customer.

These companies excelled with customer service.  

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"Mad Men" or "Mad Scientists"? Re-Thinking Ad Agencies - Part II

[fa icon="calendar'] Wed, Mar 21, 2012 / by David Dallaire posted in David Dallaire, Leadership, Innovation, Fennec Consulting, Ad Agency Model

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Inspired by a recent client question about the need for a new agency model, yesterday in Part I we delved into the changes going on in the world that have been responsible for driving new types of innovation in the agency business. Today, we'll look at some of the innovative things going on out there that impressed me during my recent visits with seven different agencies from Tokyo, Boston and Seattle.

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The Measurement Trap - Your ROI Obsession Might Be Bad For Your Customer

[fa icon="calendar'] Fri, Jan 13, 2012 / by David Dallaire posted in Leadership, Customer Centric, Strategic Planning, Innovation, Fennec Consulting, Execution

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Technology has evolved to not only allow the world to create, manage and observe billions of transactions online, but to provide unlimited new business metrics to track them all. With the mantra of "ROI" being the main driver of investment and decision making in many companies, there is a danger that comes with all forms of "management by buzzword" that the holistic perspective gets lost and the ball gets dropped on other things that matter more to your success.

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