Years from now, when our children ask, "What did you do in the mobile revolution, Daddy?" we may find ourselves saying something like: "Uh ... I was waiting for it to actually happen."

That was the somewhat surprising theme at last week's Mobile Marketing Forum in New York. On the one hand we heard outgoing Mobile Marketing Association president Laura Marriott say that about half of the world's population -- 3.3 billion people -- are mobile subscribers, compared with 1 billion worldwide Internet users. On the other hand, we heard Mozes Inc. founder and CEO Dorrian Porter compare the mobile environment to the movie Groundhog Day, noting that each of the past several years has been breathlessly heralded as "The Year of Mobile" -- only to see those hopes dashed. (Amusingly, Porter started giving the same presentation on the Forum's second day.)

So just what is going on?

Continue reading "Still Awaiting the Mobile Revolution" »

Posted by Kevin Zimmerman at 8:32 AM | Permalink | Comments (2) | TrackBacks (0)

If you believe, as I do, that earning the trust of customers is the most direct route to long-term success for a business, then there is a new book you should run out and buy today: The Best Service is No Service, by Bill Price and David Jaffe. If you want, read my comprehensive review of this book on Amazon, and then buy it.

Continue reading "Must-read new book: The Best Service is No Service" »

Posted by Don Peppers at 9:01 AM | Permalink | Comments (0) | TrackBacks (0)

Who is responsible for privacy within your organization? Is it someone tucked away in the legal department or marketing, whose role seems to be more of a roadblock than a help? For most companies, privacy issues are an afterthought with compliance as the priority. But forward-thinking companies use privacy as a tool to build customer trust. Best Buy is one of those companies, and it gets all employees in on the act.

Continue reading "Best Buy's Internal Path to Trust" »

Posted by Elizabeth Glagowski at 7:00 AM | Permalink | Comments (1) | TrackBacks (0)

It's been a rough week for British Airways. The opening of its mammoth Terminal 5 operation on March 27 at Heathrow Airport didn't go as smoothly as planned. Due to computer, baggage, and staff issues, the airline has canceled 200 flights and has a backlog of more than 150,000 pieces of luggage. It must be very frustrating for travelers. But British Airways has earned a reputation for top-notch customer care, so I think most of its customers will forgive BA for this and continue to fly with the airline.

Continue reading "Updated: Terminal 5 a Tough Test for British Airways" »

Posted by Elizabeth Glagowski at 1:35 PM | Permalink | Comments (7) | TrackBacks (0)

Have you ever had your personal information compromised? Most likely no, but the odds grow higher every day. Most of the time it's due to employee error -- a laptop gets left in a car and gets stolen, or personal information inadvertently gets posted to the Internet. From the company perspective, these mistakes can be prevented by teaching employees to think about customer trust.

Continue reading "Trust Breeds Privacy Protection" »

Posted by Elizabeth Glagowski at 9:50 AM | Permalink | Comments (1) | TrackBacks (0)