Having trouble viewing this email? Click here
Customer Manufacturing Group
In This Issue
When Culture Turns Deadly
Why Competition Matters
It Only Takes One Person
Some Things are Just Better Passive
Super Bowl Ad Review
More Information 

When Culture Turns Deadly


An organization's culture and its sacred cows are often put to the test in times of crisis. The British Petroleum case is a good example of what happens when things go terribly wrong, and exposed their flawed culture to the public eye. Read When Culture Turns Deadly.

Get a free subscription 


If this e-newsletter was forwarded to you, get your own free subscription.

Customer Manufacturing Update
February, 2011
Dear Mitchell,

Here is your February Customer Manufacturing Update. A few months back, Bayard Bookman, one of our Principals, wrote a paper on company cultures and how things can go terribly wrong. He used BP as an example. This month, Fortune published a long article on the causes of the BP disaster from an internal perspective. Turns out much of what Bayard wrote about was right on. Read this month's white paper: When Culture Turns Deadly.
Why Competition Matters

Comcast logoThe media is reporting that cable TV operators in the U.S. are trying harder for customers. They note that cable companies are being forced to address long time concerns of their customers including improper billing, lengthy waits for service, and yearly increases in fees.


Suddenly the cable companies are reacting to customers. Why? Pretty simple really. As AP reported in an article last year: "Cable companies are being forced to do it because of intensifying competition from satellite TV and phone companies that offer video..." Monopolies (even those regulated by the government) almost never provide the quality of service that results from true competition.


Our friend Ted Steinberg always taught his clients to treat people as if they were a customer before they became one so they could find out how great it is to be your customer. If you follow both ends of that teaching, not only will you create lots of new customers, you'll keep them as well.

It Only Takes One Person to Start a Movement ... and Other Lessons 

 A crowd

This very interesting video clip uses a construct called a flash mob. After watching it several thoughts/lessons came to mind:


  1. It only takes one person to start a movement.
  2. This is a very visual way of watching the "adoption of innovation" occur from pioneers and innovators to the early majority and some of the late majority. The laggards never got involved, but then the whole thing lasted less than four minutes.
  3. While there are no comments to suggest it, the whole thing could have been "staged" by using a few "plants" to get the movement going. Maybe, maybe not, but the result was the same.
  4. It takes a whole lot less "structure" than you think to get teams to work together. Especially if they are self-selecting teams.


How can you take advantage of these ideas in your personal or business life?

Some Things are Just Better PassiveLose-lose 


In a Advertising Age article, "Five Reasons Consumers Won't Tune in to Google TV," Ellen Dundar discusses why she thinks Google TV won't succeed. "As someone who has been working to bring interactive television and advanced advertising to the living room for more than a decade," she has "a detailed perspective on what consumers want, and the platforms, tools and models to reach the most homes."


Her arguments seem solid to us. That being said, we believe there may be one additional, even more compelling reason why Google TV will fail: At least for now, the majority of the audience does not really want to interact with their TV. Some activities just don't need to be interactive to be enjoyed. In fact, they are better off passive.


Features that don't add value are not value-added, they are cost-added. That just eats into profits or requires a price point nobody will pay. Or, makes the product worse.GoogleTV

Thoughts on the Super Bowl
Positioning The Battle For Your Mind
We like to look for process management lessons where-ever we can (we are obsesive that way). In this year's Super Bowl, Aaron Rodgers was named MVP because all sports events need to name someone MVP. However, to us the Packers won for exactly the opposite reason ... they did not have a person dependent process.
Look at how many key players they have lost during the season and then during the game itself, and yet they still managed to execute and win. Sure the Steelers made three BIG mistakes, but all three of those were forced by the Packers. Make sure your processes are as person independent as possible. That way great people make you even better.
If you would like to read our commentary on this year's ads, visit our blog

We appreciate your feedback to help improve these Updates. If there are others you feel would benefit from this issue, use the Forward email link just below on the left.


Mitchell Gooze
Customer Manufacturing Group
This email was sent to mgooze@customermfg.com by mgooze@customermfg.com |  
Customer Manufacturing Group | 1900 Wyatt Drive, #11 | Santa Clara | CA | 95054

This email was sent by the author for the sole purpose of testing a draft message. If you believe you have received the message in error, please contact the author by replying to this message. Constant Contact takes reports of abuse very seriously. If you wish to report abuse, please forward this message to abuse@constantcontact.com.