The Translator Who Learned the Words But Not the Language.
Brands have more customer data than ever. They use it to personalise the words. Jenny Thomas identified the failure that happens next — in 1983, before MarTech existed.
#customer-engagement
Posts tagged #customer-engagement
The Beautiful Building With No Fire Exits.
Brands invest everything in the entry experience. The exit is left to chance. Jack Brehm identified the psychological consequence in 1966 — before MarTech existed to scale it.
The Locksmith Who Taught Everyone to Pick Locks.
Every discount teaches one lesson. Harry Helson's adaptation level theory explains why that lesson never expires — and what it costs every time the brand sets full price.
The Ambulance That Cried Wolf.
SMS built thirty years of urgency into a single notification sound. Brands are spending it on flash sales. The fraud alert arrives into the silence that follows.
The Library That Never Threw Away a Book.
Why the subscriber list your brand is protecting as its most valuable asset may be the thing quietly destroying its ability to reach anyone.
The Fisherman Who Poisoned the Lake to Catch More Fish.
What brands are doing to their own communication channels — collectively, rationally, and without realising it — and why Garrett Hardin predicted this in 1968.
