Kate Moss syndrome

In all of the recent hubbub of coverage amounting from the New York Times' expose of how Amazon works, one aspect I haven't seen much comment on is how all of this comment might actually be in Amazon's interest. The "revelations" shouldn't come as any great surprise to anyone - especially anyone who has read … Continue reading Kate Moss syndrome

Chain mail

My wife’s smartphone went into overdrive last night. Some poor schmuck had managed to send a trivial service request to mailing lists that meant that everyone in the 30,000+ company received a copy. Madness ensued of the thousands of “PLEASE DON’T REPLY TO ALL” replied to all type, interspersed with wry, witty or just downright … Continue reading Chain mail

A digital reading list

A chap I met yesterday asked me if I could recommend some sources to help him get his head around "digital". Now whilst I'm sure that whattheheckisdigital.com exists, as an exercise in identifying my own sources of influence it was interesting, because it highlighted how much of my work is synthesising from diverse sources. Here's … Continue reading A digital reading list

Through internal channels

Reflecting on last week's news about Microsoft's strategic direction, one thing stands out at a very base level: three years or so since Microsoft acquired both Yammer and Skype and it still appears that "important" communications are done by email first. That's probably the same for just about every major global organisation, but if the … Continue reading Through internal channels

The transparent consumer

How are organisations using social networks to connect to their prospective customers? Well, in the straw-poll experience that I had with companies in the UK domestic telecoms sector yesterday, the answer appears to be "not very well". Over the past few years I have had a series of traumatic experiences when my home broadband and … Continue reading The transparent consumer

Transparent consumerism

Every year I have the same painful set of conversations. Who should I use for my home phone and broadband supply, and how the hell do I work out what it is that they might charge me. So this year, something new. I keep hearing that brands want to have conversations with customers over social … Continue reading Transparent consumerism


I learned this week of the term Madtech. Marketing and advertising technology. It's good to see that cobbler's child syndrome is alive and well in the world; they might as well call it Sales, Hustling, Interrupting and Tracking Tech. Thing is, for all the talk about how smart marketing is becoming, driven by big data … Continue reading Retargeted


The dust isn't yet settled on the UK's General Election, but one element that is already getting coverage is the gap between opinion polling before the ballot, the exit poll, and what appears to be the final outcome. After weeks of pollsters predicting a result "too close to call", the exit poll published when the … Continue reading Sampling

The laziness fallacy

When it comes to change, as a species, we are lazy. We are lazy for good reason - changing how we act or behave significantly increases our exposure to risk, and has a negative impact on the performance of what we do. We're so lazy when it comes to change that we'll often reject changes … Continue reading The laziness fallacy

Retail experiences

I'm neither religious nor bought into the technology retailing cult that is Apple. As a result, I have a similar sensation when I enter into a church or an Apple store; a strong sense of being in the wrong place combined with a curiosity as to why so many people have gathered together to worship … Continue reading Retail experiences