08-Voice of the Customer

“Well, there’s the superiority theory that jokes express scorn for your inferiors—cripples and cuckolds and foreigners and the like. Plato said we laugh at vice. Then there’s the Freudian interpretation, that it’s all about sexual repression. Finally, there’s the seduction theory, based on the observation that men do the joking while women do most of the laughing. Christopher Hitchens wrote a piece in Vanity Fair, arguing that the only way most guys can impress women is to make them laugh. Kant said that the essence of humor is a strained expectation, dissolved into nothing.” Jim Holt, author of “Stop Me If you’ve Heard This: A History and Philosophy of Jokes” | Wired, July, 2008

“Auctions are incredible fun, and still the best way to get the right value on many products. However the format buyers choose is not as important as the experience they have.” Lorrie Norrington, President, Global Marketplace Operations, EBay | Businessweek, 30 June 2008

“If I really want something, I’m not going to goof around with auctions for a small savings.” Dave Dribin, Software Engineer, Chicago | Businessweek, 30 June 2008

“There is only one purpose of the firm: to FIND and SERVE customers. Only two capabilities create wealth: marketing and innovation. All else is cost.” Peter Drucker, management guru and theorist

“I say that today INNOVATION and MARKETING have converged. This means that IT leaders must develop and launch digital brands and that marketing leaders must master the art and science of provisioning breakthrough self-service applications.” Michael Moon, CEO, GISTICS, a marketing think tank

“If you accept that innovation and marketing have converged (or will soon converge) into one operational capability, then the chief innovation-marketing officers and her engagement planners must start with the Brandspace of their IDEAL customers or clients, and work backwards.”  Michael Moon, CEO, GISTICS, a marketing think tank

“In practical terms, this defines a new core competency: a strong Voice of the Customer program. Engagement planners need to go beyond mere “user experience” and investigate how their featured brand enhances the productivity or quality of life of a particular class of brand-use stakeholder.” Michael Moon, CEO, GISTICS, a marketing think tank