Entries by Craig

The 4 R’s

When two former Bain consultants and one recently minted Harvard MBA started AIR MILES Canada, we knew a lot about the economics of customer loyalty and how to quickly understand and model the profit drivers of almost any business. We also knew almost nothing about database marketing other than a few buzzwords one of us […]

Collaboration Big Citizenship for Skateboarding in Brookline

Net: Realizing that our son had no dedicated places to skateboard in our town of Brookline, Massachusetts, my wife Patty organized a group of young skate boarders and parents, teachers, nonprofit and other leaders to advocate for the creation of safe places to skate in our community.  Although we have a lot of work to […]

Hotels.com uses Web 2.0, great service and rewards to score a Collaboration Evangelist trifecta

Net: Hotels.com provides great consumer value, excellent web and phone customer service and has one of the most rewarding loyalty programs I have seen.  The company shows how applying the philosophy and applications of Web 2.0, good customer service and a well designed and implemented rewards program can create customer loyalty.  Why book anywhere else?

Amazon Kindle 2 even better than the original

Net: I loved the original Kindle and the Kindle 2 is even better.  Thinner, more durable, faster user interface and improved battery life.  It pays for itself in 6 months if you switch from buying the paper versions of the Boston Globe, NYT and WSJ to the KIndle versions.  If you click on the link below to buy one, […]

Three facts and 6 myths about Web 2.0

The three facts: Forrester’s 2008 Technographics research found that over 50% of the members of all major age groups are actively engaged with at least one Web 2.0 application, including blogs, user reviews and social networks. A 2008 McKinsey study of over 1900 large enterprises around the world found that only 28% were applying at […]